Customer Service is Key to Keeping Customers
March 28, 2023

Customer Service is Key to Keeping Customers

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

I use Paylocity everyday. The main use is to process payroll, reports, update employee pay rates, bonuses ect.

Pros

  • The overall system works well

Cons

  • Customer service is so inconsistent it's horrible. It took over a year to get our PTO system in place and it still isn't working properly due to Paylocity changing the point person without notice so many times and once we got it up and running there were still glitches and every time someone said it was corrected it wasn't.
  • I have called for help nd been told my request was not something Paylocity could do, only to call back a few days later and get a different rep who helped me quickly and easily yet I had wasted time trying to find a work around for what I needed due to the initial response from 1st rep.
  • I have been told I have to customize a specific authorization for certain employees, I've placed the request twice in the last year and still to this day they got it wrong. The persons still have access to payroll even with this customized role which was requested NO Payroll Access
  • My Account manager has changed 3 or more times since we signed on and that makes it frustrating .
  • I've requested labor law posters which when we signed up was free as part of our agreement with Paylocity sales person and we have gotten them. I reached out and was told we had to order thru a 3rd party (Never received this info prior to request) Submitted order form was told it was received and waited over a month for posters only to find out the order had been closed or cancelled without notice to me. Went back and forth with account manager, requested response from supervisor. Finally I was told the posters were turned off and now they are back on and I can receive my poster, pay for them but be reimbursed. As a customer of 5 years Paylocity should do better because clients have other payroll choices.
  • As stated before Overall the Paylocity system works, its just some (not all) of my customer service encounters have been horrific
  • The impact Paylocity has had is wasting my time when I ask a question and get a incorrect response and I have to call back days later to get a different CSR who may help me
Again the system pretty much works
None
Basic was great but as the company grew they couldn't handle what we needed.
ADP just did not work
Paylocity seemed to have what we needed, we thought

Do you think Paylocity delivers good value for the price?

Not sure

Are you happy with Paylocity's feature set?

No

Did Paylocity live up to sales and marketing promises?

No

Did implementation of Paylocity go as expected?

No

Would you buy Paylocity again?

No

Paylocity's system works its just that you need to work on customer service. Customer service is inconsistent, there often times is no follow through and there is no clear cut route to get the next level of help when you have a problem. The account manager system is failing based on my experience. There needs to be some way to escalate a complaint or get a issue resolved. I reached out and was told that a supervisor would contact me the next day, the account manager I complained about contacted me instead. I had already gone through the account manager and gotten no help so how was it that he got the message and the supervisor may not have. That awkward because if he could have helped i the first place why didn't he.

Paylocity Feature Ratings

8.0
Employee demographic data
8
Employment history
8
Job profiles and administration
8
Workflow for transfers, promotions, pay raises, etc.
Not Rated
Organizational charting
8
Organization and location management
Not Rated
Compliance data (COBRA, OSHA, etc.)
Not Rated
8.0
Pay calculation
8
Support for external payroll vendors
Not Rated
Off-cycle/On-Demand payment
Not Rated
Benefit plan administration
8
Direct deposit files
8
Salary revision and increment management
8
Reimbursement management
8
1.5
Approval workflow
Not Rated
Balance details
1
Annual carry-forward and encashment
2
6.0
View and generate pay and benefit information
6
Update personal information
6
View job history
Not Rated
View company policy documentation
Not Rated
Employee recognition
Not Rated
Not Rated
Tracking of all physical assets
Not Rated
Not Rated
Report builder
Not Rated
Pre-built reports
Not Rated
Ability to combine HR data with external data
Not Rated
Integration with other HR capabilities ()
Not Rated
Not Rated
Performance plans
Not Rated
Performance improvement plans
Not Rated
Review status tracking
Not Rated
Review reminders
Not Rated
Multiple review frequency
Not Rated
Not Rated
Create succession plans/pools
Not Rated
Candidate ranking
Not Rated
Candidate search
Not Rated
Candidate development
Not Rated
5.0
New hire portal
5
Manager tracking tools
Not Rated
Not Rated
Corporate goal setting
Not Rated
Individual goal setting
Not Rated
Line-of sight-visibility
Not Rated
Performance tracking
Not Rated
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

Comments

  • Matt Doyle | TrustRadius Reviewer
    Matt Doyle
    (Vendor Representative) commented a year ago
    Thank you for taking the time to share your feedback. We’re sorry to hear about your service experience. Your success is our top priority, and we definitely want you to feel supported while using our solutions. In addition to calling or emailing your dedicated Account Management team, you can also search our new knowledge base, PEAK, for helpful articles and links to training videos. If you'd like to discuss your experience further, we'd love to hear from you at PCTYAdvocate@paylocity.com.

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