In my experience, Customer Service Falls Short
November 03, 2025

In my experience, Customer Service Falls Short

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paylocity

We use HR & Payroll, Benefits, Onboarding, and Time Off for five different companies. In my experience, customer service is non existent. We are assigned, in my opinion, ill-trained support personnel and it takes sometimes weeks or months to resolve an issue because the solution oftentimes is to read a PEAK article because the CS provided does not know how to troubleshoot your issue.

Pros

  • Payroll Processing
  • Child Support Set-up
  • Employee Mobile App

Cons

  • Open Enrollment is a disaster
  • Setting up a new company is very cumbersome
  • Limited ability to make changes across a set of companies
  • The cost is in the middle compared to other like-vendors
  • They have a lot of product offerings but, in my experience, you are at the mercy of the customer service team you are assigned.
  • I spend more time trying to get issues resolved because of, in my opinion, inexperienced customer service personnel.
When something is wrong in Paylocity, it can create a string of other mishaps because the support you get is, in my opinion, not experienced. Everytime they update the system, it creates little changes or mishaps that you now have to figure out or figure a work-around. Sometines these issues do get resolved and sometimes they do not and you go with a workaround.
Not much impact. It has been hard to get employees engaged with these tools.
In my experience, some aspects are easy to use but others require more in-depth knowledge and different scenarios to delve into before you can get to an answer or set-up you are looking for. The PEAK articles are the go-to for CS and you do not always have time to stop and read articles on how to address the issue you are having. In my opinion, customer service should spend less time relying on PEAK articles and more time with one-on-one engagement with their customers.
I have found the customer service of the above vendors to be superior to Paylocity.

Do you think Paylocity delivers good value for the price?

No

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

It comes down to the customer service provided. In my opinion, these employees are ill-trained and cannot provide great customer support. Also, every product is handled by a different team and a lot of time communication is missing across products and things get missed all the time. The customer needs to stay viligent and make sure requests are completed to your satisfication. There never seems to be a sense of urgency when things need to be corrected or added. For us. it is a stressful event dealing with the CS teams.

Paylocity Feature Ratings

5.2
Employee demographic data
3
Employment history
6
Job profiles and administration
6
Workflow for transfers, promotions, pay raises, etc.
5
Organizational charting
5
Organization and location management
Not Rated
Compliance data (COBRA, OSHA, etc.)
6
7.3
Pay calculation
8
Off-cycle/On-Demand payment
7
Benefit plan administration
6
Direct deposit files
8
Salary revision and increment management
Not Rated
Reimbursement management
Not Rated
7.0
Balance details
7
Annual carry-forward and encashment
7
7.5
View and generate pay and benefit information
6
Update personal information
8
View job history
8
View company policy documentation
8
Asset Management ()
Not Rated
6.3
Report builder
7
Pre-built reports
7
Ability to combine HR data with external data
5
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
8.0
New hire portal
8
Manager tracking tools
8
7.0
Corporate goal setting
7
5.0
Notifications and Alerts
5

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