Brian is the guy that comes to sign you up and set up an account. He's great! The problem is when you have to call Prime Pay for assistance. For the most part you have to leave a message for them to call you. Then there are the times when you request documents or help and they send you 'something' but not what you requested, delaying the process that you needed the documents for. I read other reviews, and I thought that printed checks were the ones not received on time, but also learned that direct deposit is an issue as well. Anyone reading these reviews please share with us about a good company please that will be as effective and professional in person and on the phone.
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When I actually get help it's been good. But, the response time is TERRIBLE. I have emailed for days multiple times to multiple people without even getting an acknowledgment. Often just an out-of-office response. Eventually I'll call and wait on hold for a long time to be able to talk to someone. Always very polite, but not always able to solve the problem. We are only in our 2nd month, so hopefully it will get better.
Customer service person talked over me during the entire conversation we had. I was told repeatedly they couldn't help me even though the email I received stated to call the number for assistance. Very unprofessional and rude
Was with primepay for a few years ... everything was pretty much automated but when it came to actually needing assistance our rep heather Myers was way off the ball. We didn t have time to wait days for a response only to be misinformed . So we switched to another company . Still looking to see where our tax liability refund is and of course no response from Heather .. Gave an extra star for benefit of the doubt that other reps aren t as unresponsive or uninformative as Heather
If i could give 0 stars i would. We were with them about a year, didn't know much better as we were a newer company. Okay, hire a new employee, it takes over a MONTH to get the correct information in the system by our " Payroll Specialist" which mind you changed as often as possible so we never really knew who was handling our account. Now this employee is told they will receive a check, nope. No check sent by Prime Pay, so we are told to write a check. No problem, they will get everything handled. Okay, next pay period, told the Direct Deposit is going through, nope sorry... the payroll specialist has not input information correctly, so the payroll is being hunted down because no one can seem to find it. After this , we decide to leave and go to ADP( about $10 bucks more , but 0 headaches) Now this is end of Sept. We receive a bill , November and December... Nov, they are told not to take any money out of the account and to please correct their system to reflect that we have left. Great, or so they say , we are all taken care of. Come December they invoice us for over $100 for an inactivity fee and a data storage fee... Call, no one gets back to us , send an email, receive email that money will not be taken and that they are "handling the problem" Okay, Monday comes and oh look at that they debited my account. Call and the problem was never rectified by the employee who said they would take care of it on Friday, and she is out of the office. Now, my bank is ready to file Fraud charges, as we have emails stating this will all be handled. Lets see if they actually correct the problem this time, with the bank going after them for Fraud. If i were you, pay a bigger company... surprisingly you get better customer service and so many less headaches. I will not be recommending Primepay to my enemies.
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