Item: Paylocity
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

We use Paylocity strictly for payroll and payroll tax reporting. We previously did payroll in-house and using a payroll service just became easier and less time-consuming.

Pros and Cons

Cost effective
Fairly easy to use

Customer Service
Implementation

Return on Investment

Spend way too much time on the phone with support trying to speak with someone who can help only to end up frustrated with no answers
Have lost credibility with employees because they are being impacted by incorrect taxes and wrong information reported to IRS. We have had employees who have had to have tax returns amended because of errors caused by Paylocity.

We selected Paylocity because their basic package was much less expensive than ADP. We didn't need a lot of the features that these services offer so we just wanted something that would handle payroll really well.

Key Insights

Do you think Paylocity delivers good value for the price?

Yes

Are you happy with Paylocity's feature set?

Yes

Did Paylocity live up to sales and marketing promises?

Did implementation of Paylocity go as expected?

Would you buy Paylocity again?

Likelihood to Recommend

Customer service is horrible if you need more than just basic questions answered. Any support beyond the person who answers the phone is a joke. During the pandemic, we have needed help with things like amending returns for the Employee Retention credits. We are still waiting for our 2nd quarter 2021 returns to be amended. They have had the info since July. I have asked multiple times to speak with a tax professional, supervisor, or even my account rep and it has not happened. No return calls, no answers. To this day we still have not received any refunds because it took months for them to amend any returns at all. Also, just reviewed W2's and found that they are withholding Federal Income Tax incorrectly for individuals using the latest W4 form. Took only 400.00 total out for last year on an employee who made a significant amount of money and yet I cannot speak to anyone with any knowledge. Needless to say, we are in the process of changing services. We also wanted them to submit 401k directly to our vendor. Gave them all the info to set that up and despite several requests, it never happened. Just completely ignored our requests even though we were told it was possible by our salesperson.

Support Rating

Support for basic questions is great. If I run into something while doing a payroll, first level support is quick and always has the answer.

Anything beyond that is non existent. We have not been able to speak with our dedicated account rep for months. We leave messages or are promised that he will call us right back, but he never does.

We have some serious tax issues right now and I cannot even get to a supervisor or tax professional and this is truly something beyond first level support capabilities.

During our initial setup we provided them with spreadsheets so they could import our employee info. They did that and everything was reviewed and yet later we found employees with info that had just been changed (like social security numbers) and some employees had to amend income tax returns.

We have had tax deposits filed late and received penalties. They got them waived but we had to use our "one time exemption" for something they caused.

Paylocity Customer Support Pros and Cons

Pros	Cons
Good followup Kept well informed Quick Initial Response	Slow Resolution Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care

Premium Support

No, it wasn't offered or even mentioned.

Run, don't walk to any other payroll service!!!!

Overall Satisfaction with Paylocity