App is garbage.
The app is terrible, but it's not just the app it's the entire platform. If you can get logged in, after it fails to save your face I'd or biometric login (don't forget your credentials) you'll need it almost everytime you try and log in, the app will almost definitely kick you back out or freeze before you find what your looking for. When they do maintenance, it's never at the specified times. You have to decipher wether it's under maintenance or just the normal terrible login experience, and when you work for a company like mine you have to check your time everyday to make sure the time punch went through or you won't be paid, which brings me to complaint number 2. Wether u punch in or not u will find yourself on the phone with a supervisor trying to fix your time at least once a week. Now, once logged in the app is great...nope it's still garbage. Hard to navigate, the app looks different from one person to another even when they work for the same company and in the same department, freezes up or just boots you out, to forget you ever logged in and most likely will tell you that your login info is wrong, even though it's not. It's just under maintenance. I have used this app and paycom and I would use paycom in a heartbeat over this service. But I'm sure this was cheaper. And it shows.
Jordan Berryman
Poor Service Sneaky Termination Fees
First they made a big mistake on our payroll causing an employee to get a late paycheck. Secondly they jacked the rates way up. Then when we went to leave, they made it extremely difficult and tried to hit us with a big sneaky early termination fee, for about a year's worth of service.
Corey Tournet
They are the worst Payroll Company I've…
They are the worst Payroll Company I've ever dealt with. First they stop paying my payroll taxes back in December 2023 and a discovered it in September 2024 which was a huge mess and waste of my time having to deal with all the different taxes that they were supposed to be paying and caused me to get a lot of liens and levies from the edd. They also charge exorbitant fees almost $200 per month. I switched to Sure payroll and it's $43 a month for the exact same service and their site is so much easier to navigate. Thirdly they charged me almost $1,000 to cancel with them. They said they had sent me an email saying that I had a year contract with them when normally I was month to month. These people are incompetent and Crooks and I would highly advise not to even speak with anyone from this company
Tony Marx
I punted Primepay after 25 years due to terrible service.
I was with Primepay for about 25 years. They were great until the last year or so. They were making mistakes on most of our 4-5 person payroll each time. They would re-issue the payroll and charged us more. We asked for credits for their mistakes to know avail. I cancelled Jan 1st and moved on. I then got debited with no notice almost $5,000.00 for early termination. I phoned and emailed them and as of a week later just one automated response. No callback. No direct email.
Randy Thornton
Can someone tell me if the TIN number…
Can someone tell me if the TIN number is needed?I recently create a account in this website because of some online business payment.Then when I try to transfer the money it asks for a TIN number (tax identification number) to withdraw money.And then I told the supporting team about that they said to me I need to pay 60 dollars for that and said that they can't deduct it from my account so I need to pay 60 dollars for it.can anyone tell me is this true?
Nimesha
Thieves
Prime pay didn't send me a check for a very large sum of money that I was owed as reimbursement from my FSA. Despite repeated calls, no attempts have been made to resolve the issue. Despite being short on cash because of them, I now have to hire a lawyer in order to obtain my money that they are withholding illegally.
Fay Berger Itzkowitz
Been with for 7+ years, doesn't get better.
Been with for 7+ years. Service declined after we lost our specific/dedicated representative. Switched to entering payroll for 3 companies myself as they wanted data 7 days in advance. 'Phone hold times are long compared with ADP. Recently changed banks and notified 5 weeks prior, but they continue to debit fees from old accts, but they can get the payroll right? Exhausting to deal with.
Rosie Grove
Stay away from this scam!
The worst customer service I’ve ever had. I was with PrimePay for way too long because it’s a hassle to change. They’ve made late payments to the IRS on our behalf multiple times resulting in thousands of dollars in fees. They continued to bill us for payroll services after we cancelled and then 4 months later they’re trying to charge us an early termination fee. Do yourself a favor, stay away.
B H
Dishonest, terrible customer service
OMG! Where do I start! We have been with PrimePay for almost 7 years. It was fine. Our contact was nice and customer service was good. No complaints. That all changed in late 2023. Suddenly our contact person left, and all emails went to a support center that never returned calls or emails. We changed to another payroll processor in January 2024. One person reached out to us asking why we are leaving. We were honest with them and heard nothing back from them. A few weeks later, we received an email saying they will charge an early termination fee of $628! What? WE'VE BEEN WITH YOU FOR 7 YEARS!!!!!!! I called and emailed and no one would return my calls. I could not find anything in the contract and T&Cs stating a termination fee. So, we just gave up figuring this would be it and no more contact with them. Oh no! They had the nerve to email us to come back and that things are soo much better now. In April 2024, I receive an invoice for a labor law poster and for paper W2s! I am not a customer anymore and do not need a labor law posted and I paid for the W-2s in January 2024! I called my bank to block all future ACH with PrimePay. I am going to file a claim with my bank to get the $628 back. Stay far away from this company.
Mary C
Terrible Company
I cancelled them after using them for about 10 years or so, because their customer service just kept getting worse and worse about a year ago, but they keep submitting my SUI info to the department of labor (all zeros by the way) I have contacted them repeatedly and on the rare occasion that someone responds I am told they will look into this and they will get back to me (they do not). Now I am stuck paying my current Payroll company to fix Prime Pay's stupid mistakes. This is a TERRIBLE company!
Nick Miller
PrimePay was either bought by or merged…
PrimePay was either bought by or merged with ADP. There was a window of opportunity where we could download reports before it was closed. Well my Workers Comp company needed my payroll reports for some of the time where my policy was in effect. After many times of requesting someone from PrimePay to help me out (over a month) I now have lost my WC coverage due to non-compliance because I cannot produce the documents that PrimePay has locked away in their vault.
Marc Chavaree
