Reviews

Review Details

• Review fromROSHAN B

  Date: 04/11/2025

  1 star
  AS STATED BY ALL OTHERS , THIS COMPANY IS A RIP OFF , THEY DONT WORK WITH STANDARD BUSINESS ETHICS . STAY AWAY - SAVE YOURSELF FROM LOOSING MONEY .

• Review fromJulie M

  Date: 12/09/2024

  1 star
  I am very disappointed with their changes over the last couple of years. I have been working to cancel my account after being I customer of their payroll services for over 10 years. However, I have decided to cancel my account due to recurring errors in their monthly billing. The charges have varied significantly, causing inconvenience and financial strain.Despite my repeated efforts to address this issue, I have yet to receive a satisfactory resolution. I have formally emailed them using all three available email addresses, spoken to their representatives five times, and corresponded with an individual via email twice. Each of these attempts provided notice of my desire to cancel the account.Given their inability to manage their finances effectively and their consistent errors in billing, I no longer consider them a reliable service for my payroll needs.

• Review fromKevin C

  Date: 12/05/2024

  1 star
  Title: Deceptive Practices and Unauthorized Charges We have been loyal Primepay customers for over 10 years, but their service has steadily deteriorated. Repeated attempts to reach them with questions and concerns went unansweredthey ignored my calls and emails entirely.On May 9, 2024, I spoke with a sales *** about our upcoming renewal and voiced my concerns. He told me we needed to give 30 days notice to cancel. I emailed Primepay on May 10, 2024, to provide notice. However, I did not hear back until September, when they acknowledged our discontinuation. Despite this, they continued charging us monthly and later claimed they now required 60 days notice.****** admitted that the original sales *** likely informed us of the 30-day notice requirement, but they said the policy had changed to 60 days after that conversation. Primepay then withdrew thousands of dollars from our bank account without our authorization.I tried ***eatedly to contact someone to resolve this, but no one returned my calls or emails. When I finally spoke with ******, he apologized and said they were short-staffed. I requested to speak with upper management, but he claimed he had no contact information for them, and no one has reached out.Primepays lack of communication, retroactive policy changes, and unauthorized withdrawals are unethical and unacceptable. This experience has caused undue stress, and I strongly advise others to avoid doing business with them.**** *** Operations Manager Stereo *****************?************************************

• Review fromcarin c

  Date: 07/03/2024

  1 star
  My star selection would be 0 but I must choose between 1-5 in order to post this review.I was terminated due to my former employers decision to hire a different 3rd party to handle their cobra accounts. Automatic payment was set up for my payments to be submitted within the grace ******* the 27th of each month. When I initially inquired about this date being a possible problem, I was told by a representative that it would not be a problem because it is within the grace ******* Since the transfer occurred before my automatic payment was received my insurance was cancelled. They refuse to take responsibility for this mistake and accept payment to reinstate my plan with the new third party.This mistake is clearly seen in my history with primepay as *******, a supervisor saw and sent it to management for review. Yet I am still told there is nothing they can do to resolve this issue and I am left without insurance. Management, who made the final decision refused to speak with me and ******* eventually accepted my call after several requests since the review. After the first request on 7/1/24, I was told someone would get back to me within ***** hours but I did not hear back from anyone. 48 hours later I called customer service and eventually spoke with ******* today 7/3/24. This would be the 2nd time speaking with her. She was not so nice this time and accused me of not being nice to the representatives and refusing to let them end the call, which is not true. She kept repeating herself, not letting me get a word in and then hung up on me. I was asking to speak with management who made the decision.

• Review fromLydia T

  Date: 05/10/2024

  1 star

  Lydia T

  Date: 05/10/2024

  They took 1 months of payments for a flex savings account. But sent ZERO benefits information like a digital card. Or account login. Absolutely zero contact from them. I asked my HR for help and they reached out to Prime Pay but was ignored. So they gave me the contact info. I called primepay and they hung up on me after being super rude when I requested my information. This sounds like a scam company. They don't provide you any information even upon request. They even tried to say they found my account but I have zero funds. But my paystubs show it was paid. They are very unprofessional. I highly advise finding a different payroll/flex savings company

  PrimePay

  Date: 05/15/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we reached out to the customer directly to address the issue raised and now consider the matter closed. You should have received confirmation of the same. We will have a team member reach out to provide further guidance regarding accessing your account.

• Review fromVienna p

  Date: 05/06/2024

  1 star

  Vienna p

  Date: 05/06/2024

  This payroll company is the absolute worst I've ever dealt with! Multiple unreturned calls, multiple emails not addressed! I am still waiting on 1099s for employees from last year!! I am so frustrated at this point! 49 minutes on hold and no answer!! The last goes on and on!!

  PrimePay

  Date: 05/15/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we reached out to the customer and are working with them directly to address the issue raised. If you have any further questions or concerns, please let us know.

• Review fromDanny D

  Date: 05/01/2024

  1 star

  Danny D

  Date: 05/01/2024

  Primepay used to be an excellent company to work with. Lately, we have had nothing but problems and trying to get anything done or speak with a representative is almost impossible. I just called and was told my wait time was "under an hour". Are you kidding me? I've been waiting 5 months to get my amended 941X so I can file my taxes. Everytime I do get through to somebody, they tell me it will be done "in a couple of weeks". I've heard that at least 5 times. Now, when they debit my account for taxes, the amount they debit doesn't match the reports that came with my payroll. How am I supposed to balance my books when the debits don't match the reports? Very frustrating. I've been with Primepay probably 20 years but this last year has been terrible. Time to start looking for another payroll service.

  PrimePay

  Date: 05/03/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer and are working with the customer directly to address the issues raised. At this time, we consider the matter closed. Please let us know if you have additional concerns.

• Review fromAnetta S

  Date: 04/10/2024

  1 star

  Anetta S

  Date: 04/10/2024

  Primepay does not offer customer support or service any longer. I am with Primepay for 15 years, but strongly considering leaving. For past few months there are constant problems with payroll with no way to reach anyone in customer service. Checks arrived without signature, checks were placed in envelopes, against specific instructions. I wrote 10 emails to customer service. Not one received response or call back. Primepay does not deserve even one start. Shame

  PrimePay

  Date: 04/26/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer and are working with the customer directly to address the issues raised. At this time, we consider the matter closed. Please let us know if you have additional concerns.

• Review fromMorgan G

  Date: 04/03/2024

  1 star

  Morgan G

  Date: 04/03/2024

  Prime Pay is the Wal-Mart self checkout lane of payroll companies. I have been a client for over ten years, and they recently switched to an "automated" platform for payroll processing. There is no support contact, no local account management, and no way to speak with anyone either regionally or via the support number. Individual contact emails I used to be able to communicate with now forward to a central support interface, and are ignored. There is no customer service whatsoever, and I just received an email to "schedule a call with an account manager" that included a calendar link with the first availability for a phone call 15 days from now. Thoughts and Prayers to anyone who currently works there, or used to prior to the apparent AI hostile takeover that occurred somewhere in the last four months.

  PrimePay

  Date: 07/01/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer directly to address any issue to which we have been made aware. At this time, it appears that all open tickets have been resolved.Please let us know if you have additional concerns.

• Review fromRonald W

  Date: 03/19/2024

  1 star

  Ronald W

  Date: 03/19/2024

  Ronald W******* My company uses PrimePay for payroll. At the end of this year, they took my employer’s money and gave me an extra paycheck. I tried to return it, and they debited the wrong employee’s checking account. Luckily there were insufficient funds. Eventually they took back the money, about 3 days later in early January 2024. I received my W-2 form in late January with the duplicate pay included, as if they had never reversed the check 3 weeks earlier. By the 24th of January, PrimePay was notified that the W-2 was incorrect. Multiple messages, useless and ineffective “CASE NUMBERS” which are just a placeholder for inactivity, an hour and 20 minutes on Hold, and I am here on March 19, 2024 with not even a promise on when I will get my corrected W-2. This business is in real trouble. They have the trappings of an effective enterprise, but they are unable to correct this very sloppy attempt at fixing their egregious error. They may be less expensive than ADP, but you will regret giving them your business, and alienating your valuable employees.

  PrimePay

  Date: 03/27/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond consumer reviews. After reviewing your account, we are pleased to report that the identified W-2 issue has been resolved. This response serves as confirmation that we consider the matter closed. Thank you again for bringing this matter to our attention and allowing us to resolve.