If you're looking for great customer service, or just customer service at all, Paylocity isn't for you.
Updated December 02, 2022
If you're looking for great customer service, or just customer service at all, Paylocity isn't for you.
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Paylocity
I am in charge of all the data input & payroll for three companies within our organization. A few of the business problems are as follows from my experience. 1.) Untrained & inexperienced Paylocity employees. 2.) The timeliness to resolve issues is unacceptable, weeks to months. 3.) The "Verify Tax" system is incorrect & unreliable. 4.) I have never spoken with my so-called account representative the entire time I've been with this company totaling almost 3 years. 5.) Getting a hold of anyone outside of the service department is unheard of. For instance, speaking with someone in the tax department. 6.) Never get to speak with the same customer service representative so you have to go over and explain yourself multiple times if it doesn't get resolved in the original call. 7.) The website is not user-friendly for administrators or employees using the Self-Service Portal. 8.) The look or organization of screens isn't easy on the eyes. Meaning it's hard to review screens as the information is way too spread out. Reviewing timecards is a great example of this. 9.) Following the benefits balance history is very unclear. 10.) Reviewing multiple checks individually on the pay tab is a complete hassle, you can't just click next. I could go on, but this is plenty of instances/experiences I've had using Paylocity as our payroll TPA just within the last 3 years of my 9 years in total, using their service.
- Payroll processing is quick for my size company, around 60 employees.
- Getting W-2 previews throughout the year.
- The help section when adding new states to your payroll but should keep up to date when websites or phone numbers change.
- Customer Service Representatives knowing how the system works
- More help to resolve issues in a more timely manner.
- Being able to actually communicate with someone in a specific department, examples would be IT, Tax and GL departments.
- I can't say there is an ROI because of the time you end up spending on fixing issues/data, etc. on a continual basis.
We choose not to use all of the services currently offered. We're very dissatisfied with the customer support as it is. If we could, we would have already changed providers.
We've only used the survey tool one-time. It wasn't consistent in the message delivery but other than that was is was okay.
The prices may be cheaper, but you get what you pay for.
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?
I wasn't involved with the selection/purchase process
Did implementation of Paylocity go as expected?
I wasn't involved with the implementation phase
Would you buy Paylocity again?
No