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Paylocity complaints?

John Fischel's Profile

paylocity complaintsI've been doing some research and found some serious complaints about Paylocity amid very few positive reviews. The interface appears to be excellent and implementation is always a function of client involvement and effort, but I'm very worried about customer service, which is a big issue with my current provider. Thoughts?

Answers

Edward Thill
Title: VP - Finance & Operations
Company: Performance Trust
(VP - Finance & Operations, Performance Trust) |

We have been with Paylocity for about 8 years and whereas I used to recommend them without reservation, I do believe their customer service has declined as a result of their growth - but not enough for me to make a change. My experience continues to be that they do most things well at a reasonable cost but their responsiveness to our infrequent issues, although not much different than the large firms I've experienced, is not what it once was. I would characterize my primary concern as one of communication rather than of competency.

Sarah Jackson
Title: Associate Editor
Company: Proformative
(Associate Editor, Proformative) |

John,

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John Fischel
Title: Finance Supervisor
Company: Crosswood, Inc. DBA The Pathways Schools
(Finance Supervisor, Crosswood, Inc. DBA The Pathways Schools) |

Apparently there have been numerous technology problems in addition to customer service issues.

Robert Smith
Title: Director of Operations
Company: Unvle Jacks Steakhouse
(Director of Operations, Unvle Jacks Steakhouse) |

Just changed over to paylocity and very disappointed. They don't know how to calculate Spread if hours, premium pay, or to auto populate meals or uniform based on hours worked. The hand scanners don't recognize the onboarded new hires, the clock ons disappear and NOBODY answers the phone. We have been dumped from one contact to the next with no help. Stay away!

Dan Kardatzke
Title: CFO
Company: Solstice Mobile
(CFO, Solstice Mobile) |

We just moved to Paylocity beginning in Q2 of this year and so far the first few payroll runs have been seamless. One initial complaint so far is the ability to export many of the reports to Excel but we are also waiting on our G/L entries to be set up so that will limit some of our needs for the export. We moved from Quickbooks/Intuit payroll which was rampant with issues for a company our size and chose Paylocity due to their focus on the mid-size market and cost when compared to the big players.

I'll echo Ed's comments as well on when we were researching and comparing them to the bigger players, there will be issues with all providers but we had a few local recommendations and positive reviews from other CFOs I know that swayed my decision to go with them.

Stephanie Deiter
Title: Director of Human Resources
Company: South County Family YMCA
LinkedIn Profile
(Director of Human Resources, South County Family YMCA) |

Dan, we are looking closely at Paylocity and are now down to the final selection. I am wondering if now, 5 months after this post, you are still comfortable with their services?
I appreciate any feedback.

TAMMY HOBRECHT
Title: Controller in Training
Company: Teresa J. Spada CPA, dba United Salad, D..
(Controller in Training, Teresa J. Spada CPA, dba United Salad, Duck Delive) |

Dan, we're considering Paylocity as well, looking to make a decision this week. The inability to export into Excel is a concern, this is primarily how we do our journal entries in Microsoft Dynamics. I'm also seeing the majority of negative comments about their customer service and turnover as a result of their growth. Are you still experiencing these issues??

However, I'm not sure that there is a better option, almost all payroll services have these issues. We're 94 employees in 40 states.

Jonathan Mccoy
Title: Major Market Consultant
Company: Paychex
(Major Market Consultant, Paychex) |

If you are looking for a fully integrated HCM solution which will allow for you to export your favorite or necessary reports to excel, take a look at Paychex' Flex Enterprise SaaS. We can not only customize your GL feed, and provide your reports in an excel format, but we also have our ESR services for ACA compliance and form filings.

JM

Anonymous
(Accounting Manager) |

Hi Dan,

How do you handle accrued wages? We just started with Paylocity and I keep asking them about accrued wages but get no answers. I'm doing it manually right now but was hoping this software would do the job for me. Even our old DOS based software had that implemented.

Will greatly appreciate your answer!

Thanks!

Dan Kardatzke
Title: CFO
Company: Solstice Mobile
(CFO, Solstice Mobile) |

If by accrued wages you mean someone starting in the middle of a pay period, my team stated that Paylocity does not have that capability to our knowledge, we actually calculate those wages manually.

John Fischel
Title: Finance Supervisor
Company: Crosswood, Inc. DBA The Pathways Schools
(Finance Supervisor, Crosswood, Inc. DBA The Pathways Schools) |

Just received a great reference for them yesterday, so it may simply be that negative experiences are far greater motivation for public posting. Dan- you are the 2nd Q2 implementation I've heard of that went well. More digging.

Jeff Taylor
Title: CFO
Company: Communications Co.
(CFO, Communications Co.) |

We have been with Paylocity for a few years now. They have never blown a payroll run (although I have - hate that!). They have been flexible and willing to help when we needed it. However, we are on our 6th or 7th account manager (I lost track) now and that is my only real complaint. I have no idea why they have so much turnover in that position, but it's the one that is most important to me and my team b/c they are our main conduit for any issues. Heck, the last switchover happened and I didn't know about it until I reached out with a question. They should be a bit more proactive in notifying their clients (or at least us) when there is a new person in that position. However, each of the account managers has been friendly and effective, so that makes up for it partially.

Anonymous
(Controller) |

We've been with them about 18 months and I would say their customer support is weak. It took 5 months to get the Excel download to post to our GL (and it wasn't due to any special requests on our part), 3rd party sick pay was a problem, payroll reports are nothing to write home about. On the other hand, the payroll was up and running quickly.
Has anyone tried to get a gross pay report by state from Paylocity for workers comp and multistate apportionment tax returns? They can't seem to create a report that provides this basic data.

TAMMY HOBRECHT
Title: Controller in Training
Company: Teresa J. Spada CPA, dba United Salad, D..
(Controller in Training, Teresa J. Spada CPA, dba United Salad, Duck Delive) |

We're considering Paylocity as well, looking to make a decision this week. The inability to export into Excel is a concern, this is primarily how we do our journal entries in Microsoft Dynamics. I'm also seeing the majority of negative comments about their customer service and turnover as a result of their growth. Are you still experiencing these issues??

Dan Kardatzke
Title: CFO
Company: Solstice Mobile
(CFO, Solstice Mobile) |

In response to Tammy & Stephanie we are six months in now and we are for the most part happy with the service offering with the following exceptions:

- Customer service on some tax issues has been frustrating. They have kicked a few issues back to us that I feel they should have been able to answer but we pulled our salesperson in and he helped get us to the right place. However, this should have happened straight out the first time we contacted them.

- On the WebBenefits side we are still working through issues of information not passing all the way through to our carriers so there is still a heavy manual review that goes on each month by us and our broker but we are getting closer to a solution on this.

We have still not gotten the journal entry feed setup but that's mostly on my staff for not making it a priority but since they've been doing the manual entries for months now it's been working fine but with some wasted time here and there.

Hope that helps a bit and good luck!

Anonymous
(Controller) |

We have used Paylocity for almost 2 years. We had to push them to get our payroll journal entry up and running but once done, it is relatively seamless. We do some minor editing (our decision, not a system issue) to generate an uploadable file into our ERP system. It is very similar to Ceridian's approach (pay and deduction codes are mapped to accounts).
Customer service is a weak link at times.
We also have had a problem getting payroll information for workers comp insurance reporting and audits.

Janella Crum
Title: Consultant
Company: Tier One Services
(Consultant, Tier One Services) |

I am not sure about Paylocity however if your company has a 401K plan, make sure that whoever your payroll company is can integrate with your 401K provider.

Topic Expert
Wayne Spivak
Title: President & CFO
Company: SBAConsulting.com
LinkedIn Profile
(President & CFO, SBAConsulting.com) |

I just finished a client using ADP. It took two weeks to get a Year-end summary report of payroll for 2016. They had to "make" the report?

That's a standard report... really???

Topic Expert
Len Green
Title: Performance Improvement Consultant and E..
Company: Haygarth Consulting LLC
LinkedIn Profile
(Performance Improvement Consultant and ERP Strategist, Haygarth Consulting LLC) |

Wayne's last sentence above is telling.

Before you sign, or renew, with your payroll provider, go back to the sales material, demo notes, SOW/agreement and see what was promised and what was in the agreement. I hear too many cases of people being unhappy about having to pay for access to their own data.

Would you ever accept an accounting package that did not deliver standard reports like : trial balance, AR and AP aging, GL detail, balance sheet and P/L? Of course not. You should make a list of the reports of YOUR DATA (not theirs) that their system should provide out the box and make sure they set them up.

Anonymous
(Human Resources) |
William Evans
Title: Galley Stewert
Company: American Cruise Lines
(Galley Stewert, American Cruise Lines) |

I just need login assistance I keep getting the run around with my employer and customer service at paylocity. I have yet to receive my pay and can't speak with anyone and get simple questions answered. Can someone from paylocity contact the HR department and/or can anyone help me get funds that are owed to me. Very frustrated need help....

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