Review Time
I am a company admin for our company as I have been for the last 4 years. Since being purchased by PayChex, the support I have received has been subpar. Including being cut off during a chat conversation, no attempts to reach out when the phone conversation cut off (we were on hold), no follow ups on issues that impact employee pay after multiple days of attempting to get answers. At this point I am very frustrated with the Customer Support being given.
Paycor seems great on the surface but when you get into details, is not that great. Their products are sub-par, only doing half of what was promised. The support is lacking on understanding, follow-up, and appropriate resolution. Paycor promises a lot but delivers only a little. Even sessions with our experts and managers are unhelpful; the answer is usually I will look into that. There is no solution focus, no understanding of urgency. And everything that would be helpful costs additional money.
We have been happy with our switch to Paycor. There are fast response times from support, which is great. There are a few things that I feel need improvement. The reports are a little clunky, and I sometimes struggle getting the custom reports I want. Another struggle is manual checks and voiding them before payroll is processed. Overall though, the software is significantly better than what we used before.
Happens every time. The rep will tell you that someone will work on it and they will send you an e-mail when its complete. Never receive an e-mail, have to call back to follow up and of course have to explain the issue all over again. I cringe every time I have to call customer service.
Sales people were great and answered all questions; however, implementation was not what I had anticipated or expected. A lot of the functionality was not set up for us, we had to set up ourselves. I would recommend hiring a third party to assist with implementation so you get a working system from go-live. Customer service after go-live is SLOW to respond and generally not super helpful, rather direct you to links on their help page for you to figure things out on your own.
I like the product. It was be nice if some of the streamlining issues were addressed but overall it's a good product. Customer service is lacking. Most of the time I contact customer service for support I am provided with the knowledge base article that I have already followed the steps but I still have outstanding questions or concerns. The back and forth for support is ridiculous. Then when asked to provide a screen shot that I already provided attached to the case is redundant. Customer support feels useless at times as I have to open up a case for a case that was closed before I could confirm the "solution" solved my problem. Every so often I am paired up with a Customer Service agent who is personable and thoroughly enjoys their job. I love working with these few employees as they truly want to help and provide a solution.
On 3/3/26 Case 11850287 Called Paycor regarding the JobcostGL payroll report received following submission of payroll. Explained the report does not balance debits and credits. I was placed on hold for 15 minutes and then disconnected. On 3/3/26 Case 11850465 Called back to Paycor JobcostGL payroll report explaining again the report is incorrect. Was placed on hold for 1 hour and 40 minutes and then was disconnected.On 3/3/26 Case 11852637 Called back to Paycor again regarding the JobcostGL payroll report explaining again the report is incorrect. Was told it would need to be sent to someone else and should expect a follow up email regarding the case. There was no resolution that could be made that day. I have not received any communication from Paycor regarding the report and in the portal, it states the case was closed forty-five minutes after my call. No detail at all in the notes.The JobcostGL continues to be an issue each pay and I continue to be ignored each time I call with no resolution
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Paycor, a Paychex company, connects leaders to people, data, and expertise. Paycor helps leaders drive engagement and retention by giving them tools to coach, develop, and grow employees. For more than 30 years, Paycor states they have offered leaders unprecedented insights into their operational data with a unified HCM experience that can seamlessly connect to other mission-critical technology. And by providing expert guidance and consultation, they help more than 30,000 businesses nationwide achieve business results and become an extension of their teams.See more
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