Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per my employer ** **** Rancho Cordova, CA, I requested and received a cobra continuing health insurance form through Prime Pay after I was laid off for September and October 2023. $640.52 + $20.00 convenience fee x 2 months. Includes health, dental and vision coverage After making the 2nd payment I went to my Dentist and discovered I had NO insurance. I then checked on my *******Health Insurance and it too was no longer in effect. I called Prime Pay and the representative said we get calls like yours ALL the time. She explained that we are a third party and the problem is with the employer. She gave me a claim number. I made two additional phone calls one and two weeks later. Was told by another representative regarding the health insurance that it takes 2-5 days and someone would either email or call me regarding my insurance. That NEVER happened!! They took the money without any regard to whether I had insurance or not. Irrespective of if there is an issue with my previous employer - this should not happen. I never had ANY insurance. No contact from Prime Pay my employer or the health care provider..Prime customer Id 324. Member Id ******.. I would like contact with this company to find out what happened. From their own representative on the phone they know there is a problem and the answer is lip service.

  Business Response

  Date: 12/05/2023

  RE: Complaint ID # ********; *********************
  
  PrimePay received your email on November 21, 2023, which outlined a complaint from *********************, and we appreciate the opportunity to reply to this complaint.
   
  PrimePay was engaged by ** *************************., ********************* former employer, to administer their COBRA continuation plan in accordance with IRS regulations.  **************** elected to continue group health coverage in accordance with COBRA regulations, and he remitted the required premium payment on August 31st.  PrimePay followed proper steps to reinstate coverage with the insurance carriers in a timely manner; however, the insurance carriers did not update the account.  **************** notified PrimePay of the discrepancy, and we have been working with the insurance carriers to rectify the situation.  Unfortunately, PrimePay does not have the authority or access to update the insurance carriers system, so we are fully dependent on the carriers to complete the reinstatement step.  As of this morning, PrimePay has received confirmation from all three carriers that **************** coverage has been reinstated.  A representative from our Participant Support Team has been in communication with *****************
  
  Thank you for the opportunity to respond to **************** complaint.  Please contact us if you need additional information.
  
  Sincerely,
  ****************************
  Vice President, Benefit & Compliance Services
  
  

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business does not care to help anyone. I need a human because I need to unravel the mess they created and I cannot do that with a bot or some "Client Experience" portal. This is for a client who pays approx. $1,000 a month in service fees. At that rate, there should be NO MISTAKES. Please read their ****** reviews. I am one of many people who are having issues. This is criminal in my opinion. See also the attached emails.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted their payroll services, including filling quarterly and yearly tax reports with the IRS, they messed up their filling with the IRS in 2021 and now they refuse to fix the problem. I have been asking the tax department at Prime pay to fix the problem, for over a year, they said that there is nothing they can do, and if I want to get it fix, then I should contact the IRS to find out what they did wrong. I am no longer their customers, so it is even more difficult to request anything from them.

  Business Response

  Date: 11/10/2023

  Upon reviewing communication between PrimePay and ******* ****** ****** its been determined that additional review of the account can be completed by PrimePay.  The requested signed authorizations provided by ******* ****** ****** are in processing with the tax authority in question.  We will work diligently to help the customer in resolving this matter, and appreciate the continued cooperation that they have offered.  PrimePay is committed to the accuracy of all payroll tax filings, and the resolution of any discrepancies generated during our time of service. 

  Business Response

  Date: 11/10/2023

  Upon reviewing communication between PrimePay and ******* ****** ****** its been determined that additional review of the account can be completed by PrimePay.  The requested signed authorizations provided by ******* ****** ****** are in processing with the tax authority in question.  We will work diligently to help the customer in resolving this matter, and appreciate the continued cooperation that they have offered.  PrimePay is committed to the accuracy of all payroll tax filings, and the resolution of any discrepancies generated during our time of service. 

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************, **** is a tent / party rental company. We started using PrimePay Payroll Service on March 05, 2020. We have had difficulties from day one with them. Their staff member made a complete mess of our on boarding. There have been numerous errors over the last couple of years. We gave them the benefit of a doubt, hoping that they were just experiencing growing pains as they changed ownership more than once in the last couple of years. The most recent issues we are having with them is as follows: On the First Quarter Payroll Return for 2023 there was a significant withdrawal of $3,522.09 from our bank account on 04/26/2023. We DID NOT receive any prior notification that this was going to take place. We questioned the withdrawal, what its legitimacy was. What the withdrawal was for??? We to this day have never gotten a clear answer. On the Second Quarter Payroll Return for 2023 there was an even more significant withdrawal of $11,222.84 from our bank account on 07/26/2023. We DID NOT receive any prior notification that this was going to take place. We questioned the withdrawal, what its legitimacy was. What the withdrawal was for??? We to this day have never gotten a clear answer.These two unauthorized withdrawals equal $14,744.93. We recently, the last four months, have been charged a higher amount for our payroll than we have in the past several months. We have not agreed to any fee increases. We have not been contacted by anyone from PrimePay regarding any increases. The increase are 40% between April and August of 2023.

  Customer Answer

  Date: 10/30/2023

  Hi,

  Thank you so much for following up on this matter. We have not heard anything from PrimePay, either. Unfortunately, their lack of response is what we have been dealing with for months. We have an appointment with our CPA do do further digging and to gather more information/evidence. We will follow up with state/local officials if needed.

  Thank you,

  *****************************;

  ************

  Customer Answer

  Date: 11/13/2023

  *******,
  
  I wanted to take a moment to respond to you. Our CPA has had the opportunity to come and review our payroll account. What he discovered was that the tax department for PrimePay did make an error. It  was a slightly different error than the one we were suspecting.
  
  To us it looked like they DOUBLE charged us for the MA State SUI tax on our Second Quarter return.
  
  What actually happened was that they did not apply our RATE INCREASE on a letter from the Commonwealth of MA, dated December 29, 2022, until August of this year 2023. So that when they did a recalculation of our taxes owed they pulled the entire amount of $11,222.84 out of our bank account without any forewarning. I find it grossly negligent and extremely unprofessional  business practice of PrimePay to behave in this manner.
  
  In addition they increased our payroll service fees with no discussion as to what level of service we wanted. I am asking for a refund equivalent to what we would "NORMALLY" would have paid had they not increased our fees without our knowledge or consent. That amount is $946.59. In addition We are not to be charged more than 500.00 for our December fees for the monthly payroll service.  
  
  
  Regards,
  ***** ** ******
  Accounting @ Mahaiwe Tent Inc.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prime Pay has provided payroll services for me over the last several years. Last month I notified Prime Pay that I would be ending my business relationship with them at the end of the month of June (2nd quarter, 2023), It is a part of Prime Pay's job to provide ALL documents that pertain to payroll for my business through 2nd quarter 2023. However, Prime Pay did not complete the 2nd Quarter documents for my business. I have called them three times and spoken to a different person each time. My first call was taken by a woman named ****** who said that she would send a message to the proper department to get the 2nd quarter documents completed. This was during the last week of July. I spoke to another person on Thursday, August 3rd. That person said that she saw notes in their system from the initial person and that she would follow up on this for me. My 3rd contact was on Monday, August 7th. I spoke with another person who stated that she would attempt to expedite this matter for me. On each call I have been told that it will take several days to get the documents. I asked her who would be responsible for getting this done and she agreed to follow up on this and took my phone number, but as usual I have heard nothing about this since then. Because I do not have my payroll documents from the 2nd quarter I have been unable to get started with my new payroll service. This is a disgrace. It appears to me that they are not completing the work because that they are angry that I terminated service with them.

  Business Response

  Date: 09/06/2023

  Immediately upon receipt of the notification, we reached out to *************************** to address his concerns. Our team worked with ******* and were able to complete the requested amendment and provide ******* with updated documents. ******* has confirmed the issue was resolved and if further action were to be needed, he would follow up with our team directly.

  Customer Answer

  Date: 09/17/2023

  This complaint has been resoled. As a result of the complaint that I made through BBB the company contacted me. A manager took accountability for resolving the situation and it eventually was resolved. I sincerely thank the BBB for your assistance.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We notified PrimePay that we were canceling service in January of this year. We also told them that we knew there would be fees for them to process W2s for 2022 and we were prepared to pay them. They have repeatedly sent us invoices for each month in 2023 that has ridiculous charges that we keep disputing. They have refunded us only once and they keep sending us an invoice. We created a ticket in March to resolve this and it wasn't resolved. We were just invoiced again in April and I notified them via email to stop invoicing us and to issue refunds from February through April. In the attachments, we need a full refund for February and March 2023. For the January 2023 invoice, we need a refund for the $75 minimum charge for each business.

  Business Response

  Date: 05/10/2023

  Good morning,

  We are in receipt of the notice of complaint ID ********. 
  
  Immediately upon receipt of the notification, we reached out to ******* to address his concerns with invoicing. A review of his account was completed to ensure that it was properly closed out moving forward, and credits were issued for the charges that occurred in error. ******* has been provided with the contact information for the manager of the service team should he have any further issues to address. This matter is considered resolved. 

  Thank you!

  Customer Answer

  Date: 05/24/2023

  Hi, yes. We received refunds. Thanks for helping with this matter. 

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a very small business, ********************* Evidently too small for Primepay to do what they have charged me for. I have received failure to file notices from ******* Department of Revenue for filings they were suppposed to do. I paid for payroll and shipping for 4th quarter of 2022 however never received it. They will not respond to my emails & now apparently have blocked my phone number. I get a recording *************) that states something to the effect that they are not accepting calls from this area. I have asked repeatedly as to when I will receive my payroll from last year. On 2/1/2023 I also asked what I need to do to terminate service with them, 2022 being the final year they will do services and filings for me. These questions have gone unanswered and unresponded.  I am going to stop payment for the invoice they will try to draft from my account 2/10/2023.

  Business Response

  Date: 02/15/2023

  Prior to the receipt of this notice, our team was already engaged and actively working with **************** to address his concerns. All tax returns requested were provided to ****************. The account has been terminated per his request and all outstanding issues are resolved. **************** has the proper phone number to contact us on moving forward, as the number stated was not our accurate number which lead to the issue of not being able to reach us.

  Customer Answer

  Date: 02/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  My concerns were not addressed prior to the BBB complaint, I contacted ***************** listed as a new account contact, he was very responsive and escalated to ****************************

  *************************** was exceptional in sharp contrast to others.

  It is a shame that I had to go to this length to get someone who would help.

  Regards,

  *********************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Primepay runs the FSA benefit from my employer. I have been using a particular provider for longer than I have had this benefit though they consistently demand extra receipt verification which requires the provider to have to provide the required verification because the payment receipt is not accepted. This has become a hinderance and frustration to myself and the provider. Primepay consistently states they will put this provider on a permanent approval list though I get another receipt request. Both my wife and I use this FSA and provider every other week resulting in a weekly receipt request. Primepay states this is their policy despite stating they will make it a permanent approval. I called 2x last week and got the same permanent approval while receiving another request this morning. When I called, 1st try: call center hung up the phone without speaking, 2nd try: ******* became combative and argumentative, 3rd try ***** put me on hold for an extended period of time only to return to say her Supervisor would call in 24-48 hours.

  Business Response

  Date: 03/08/2023

  March 8, 2023

  Dear *** *******:

  PrimePay services employers with payroll and related services.  Client service is of critical importance at PrimePay, and we appreciate the opportunity to respond to this complaint. 
  PrimePay administers a Flexible Spending Account (FSA) plan for ***** *******’s employer, and *** ******* has participated in the plan since at least 2020. FSA’s are pre-tax reimbursement accounts governed by the Internal Revenue Code.  IRS tax code requires all pre-tax reimbursement account claims be substantiated to ensure only legitimate claims are paid. If the substantiation requirement is not met, the IRS could disqualify the plan and treat all reimbursements as taxable.  As the third-party administrator, PrimePay must require proper documentation to substantiate any claim for reimbursement.  If proper documentation is not submitted, then PrimePay must deny the claim.

  Due to HIPAA restrictions, PrimePay cannot comment in our response to BBB Complaint ******** about *** *******’s specific claims and why ongoing substantiation has been required.  We will, however, have our Participant Success Team Lead reach out to *** ******* and determine if a recurring claim can be accommodated, and if this is not possible due to IRS regulations, explain this to him.

  Thank you for bringing this customer dissatisfaction to our attention and allowing us to reply to this complaint, as our focus is on continuous improvement in all areas.  Please let me know if you have additional questions.
  

  Kind Regards,
  
  Brooke L*****
  Vice President, Benefit Services
  

  Customer Answer

  Date: 03/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  This is an ongoing issue. I have been advised this would be a recurring approval due to the nature of its consistency repeatedly over the years. I have been advised repeatedly someone would call though no one does as recently as on or about the date of this initial complaint and per their current response. They continue to use "broken record" claiming IRS requirements as a reason to not be trained or understand the mechanics of this process, though after a few complaints they suddenly figure out how to stop the receipt requests for a period of time. They are well aware that this service is an approved service and provider as they continue to approve it though needlessly require a new detailed receipt placing undue burden on the client and provider. I would like to be provided a copy of all policies and regulations, both internally and per IRS, that state that a receipt is required for every use and also the policies and regulations permitting an auto-acceptance as has been offered verbally via customer service and noted as potential here in their response. The company does not operate as they state they will and have become a nuisance. I am also requesting an explanation in writing as to why this has not been set as a permanent approval, as advised would occur, and why no one has contacted me as I was advised they would within 24-48 hours after my last call to customer service. 

  
  

  There is no reason to require a receipt for the same service by the same provider consistently. Kicking the can and avoiding appropriate communications shows an extreme lack of professionalism in the administration of a service that is supposed to provide benefits. Also, HIPAA is being used inappropriately. HIPAA is not professional secret keeping, It is designed to facilitate sharing of information appropriately. PrimePay is exposing their ignorance and exploiting the ignorance of those involved in this complaint in efforts to avoid responding appropriately. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Primepay filed the third quarter UC2 tax return with the state of Connecticut for my company, ***************** stating that the balance owed was 3752.82, they paid 2630.33. The amount deducted from my checking for this tax was 3752.82. In November ,2022 I received a penalty notice from St of CT and became aware of this error. I immediately notified primepay and send a copy of this delinquency notice. I have contacted them numerous time since and have received no response.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 30, 2022, Primepay ran payroll for me, and due to a bank error, the payroll tax check went NSF. Not Primepay's problem. I fixed the problem at the bank, and contacted my payroll specialist at Primepay to run the tax check again. That person could not seem to understand what was needed, and kept answering with non sequiturs such as "do you want to run payroll now?" So I asked her for a supervisor. She said a supervisor would call me. But they did not. SO the next day i called and spoke to another person in customer support, and he said that he would forward me wire instructions to send the tax amount in to Primepay. I have no problem with that. But more days past and nothing, so I was going to try to pay the tax to the government directly, when I received an email with wiring instructions> I wired the money as instructed, and thought the matter was concluded.On 1-9-23, I cancelled Primepay service and went with another payroll company. That person (I and withholding the name to avoid embarrassment) said that everything was canceled as of the last payroll on December 30th. But on 1-12 I received an email from Primepay saying they ran payroll. I immediately called and spoke with a person (name withheld) that acknowledged the mistake, and said she would correct it as it had not yet been run, and if run, she would reverse it. Today I checked my account and found that not only did run it , they reversed the previously wired tax payment by mistake, and left the paycheck deposited, compounding the problem. To add insult to injury, I now had to pay a new wire fee to my bank for their mistake. So now I have paychecks from both payroll companies, and the 12-30-22 tax payment has not been paid to IRS. At this point, I am afraid to even call them to fix the problem, wondering what new and unusual error they will make in that attempt and make matters even worse. I feel like I am dealing with 10 year old's playing on the computer.