Awesome Software, Nightmarish Customer Service
April 29, 2020

Awesome Software, Nightmarish Customer Service

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

My company uses Paylocity for payroll, timekeeping, HRIS, and benefits company-wide across a rapidly growing organization.
  • The payroll module is powerful and easy to use.
  • The benefits module is relatively straight-forward and user-friendly.
  • The timekeeping module has lots of great features.
  • The knowledge base and live chat features are very helpful.
  • The customer service is a joke. Our account manager is slow to respond and often gives wrong or incomplete answers.
  • The tax department is incredibly slow and disorganized, which has resulted in late penalties and errors on our filings.
  • You cannot contact any department without going through your account manager, which if you have a bad one like we do, means you often get roadblocked in getting your issues resolved.
  • There is no sense of urgency or accountability in customer service.
  • You are expected to largely self-serve. Often when you reach out for help, the customer care rep doesn't know any more about the system than you do.
  • Improved the efficiency of payroll processing as compared to previous vendor.
  • Decreased customer service support as compared to previous vendor.
  • Decreased accuracy of tax filings as compared to previous vendor.
  • Improved employee self service as compared to previous vendor.
The frustrations I have with Paylocity customer support are what drove me to leave a review in the first place so I can warn anyone considering purchasing this product. I really like the software and it has a lot of great features, but my complete distrust of their customer service has led me to rue the day I chose Paylocity to be our payroll vendor. For one thing, they are often slow to respond. That alone might be manageable, except even when I do get a response, half the time the answers are incomplete/not helpful, if not completely incorrect! Imagine waiting 90 days and paying thousands of dollars for a corrected W2 only for it to come back more incorrect than it was when you started, and not only that but they also made me question my sanity trying to convince me that they were correct when it was BLATANTLY wrong - and that's just one example! Sometimes you might be lucky to get a decent customer service rep using the chat help feature, but most of the time whoever you talk to does not seem to have any more knowledge of the system than you do. I am a patient person and I have a lot of grace for administrative errors (we're all human) but Paylocity customer service is consistently unreliable and sometimes unprofessional to boot. To their credit, the sales and implementation teams do seem really good. It seems like maybe they just can't retain good customer service reps. We've been through several account managers without ever having a good experience.

Do you think Paylocity delivers good value for the price?

No

Are you happy with Paylocity's feature set?

Yes

Did Paylocity live up to sales and marketing promises?

No

Did implementation of Paylocity go as expected?

Yes

Would you buy Paylocity again?

No

We have a large and complicated payroll process which we were very excited that Paylocity was equipped to handle as long as we upload our payroll correctly. It is not, however, equipped to track these complex structures within the system because bonus metrics have to be tied to the position rather than the employee. Because of this, we have to use clunky custom fields with limited functionality.

Paylocity Feature Ratings

Employee demographic data
8
Employment history
8
Job profiles and administration
7
Workflow for transfers, promotions, pay raises, etc.
7
Organizational charting
6
Organization and location management
8
Compliance data (COBRA, OSHA, etc.)
Not Rated
Pay calculation
8
Support for external payroll vendors
4
Off-cycle/On-Demand payment
6
Benefit plan administration
7
Direct deposit files
8
Salary revision and increment management
Not Rated
Reimbursement management
Not Rated
Approval workflow
7
Balance details
8
Annual carry-forward and encashment
7
View and generate pay and benefit information
8
Update personal information
8
View job history
8
View company policy documentation
7
Employee recognition
8
Tracking of all physical assets
Not Rated
Report builder
6
Pre-built reports
6
Ability to combine HR data with external data
5
Performance plans
Not Rated
Performance improvement plans
Not Rated
Review status tracking
Not Rated
Review reminders
Not Rated
Multiple review frequency
Not Rated
Create succession plans/pools
Not Rated
Candidate ranking
Not Rated
Candidate search
Not Rated
Candidate development
Not Rated
Not Rated
New hire portal
Not Rated
Manager tracking tools
Not Rated
Corporate goal setting
Not Rated
Individual goal setting
Not Rated
Line-of sight-visibility
Not Rated
Performance tracking
Not Rated
Job Requisition Management
Not Rated
Company Website Posting
Not Rated
Publish to Social Media
Not Rated
Job Search Site Posting
Not Rated
Duplicate Candidate Prevention
Not Rated
Applicant Tracking
Not Rated
Notifications and Alerts
Not Rated