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ADP

Customer Service Ratings and Comments

ADP is ranked #284 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 17.20 out of a possible 200. This score rates ADP customer service and customer support as Terrible.

NEGATIVE Comments

20 Negative Comments out of 20 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 20 Total Comments is 0.00%.

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Terrible Overall Customer Service Rating
  • Submit your comment >>
  • I dealt with the ADP Total Source customer service located in Miami Florida. I want to warn others that this company goes out of its way to terminate coverage for customers. They refuse to accept automatic payments from a bank. They refuse to accept FEDEX deliveries. They say the ONLY way they will accept payment is by regular mail. If your check gets lost in the mail they could terminate you. They provide coupons with the amount of the payment, but in my experience these were sent to me AFTER the first due date. They say that it is your responsibility to know the amount of the payment and to send it in within a 30 day grace period. They do not make clear that this is the policy. The policy about a 30 day grace period is buried deep in the massive pile of documents they send you. I suspect they make the package as big as it is in order to hide the important details. They had my email and telephone on record but made no attempt to contact me to say I was about to be terminated. One would think their behavior would be illegal but I was told by the Department of Labor they do not have to send you a bill or notify you that your are about to be terminated. I asked suppose I was crossing the street to drop my payment in the mail and was hit by a car and in a coma for a month. Could they deny coverage? Answer was Yes. So beware of ADP and maybe other similar firms.
    As soon as you are signed up their GOAL is to terminate you by any means they can. And if you ask who to complain to they will not tell you any name either inside the company or outside the company

    victim of ADP 8/10/10 11:04AM

  • This is one of the most inept companies I've ever dealt with. You speak to one rep one day who tells you one thing, and another the next will give you completely different information. When dealing with one's COBRA health care insurance, this is inexcusable. Their mistakes have resulting in gaps in coverage, billing nightmares with providers, and countless calls and hours on the phone trying to rectify their multiple mishandlings of my family's insurance. I can excuse a mistake or two, but virtually everthing has been mishandled by them.

    anon 8/4/10 4:00PM

  • ADP had been administering the COBRA benefits for my former employer for 16 months. During that time, I was fortunate to be eligible for ARRA assistance with COBRA premiums for a good deal of that time. In the early months of the extension of that program, I had prepaid the full premium amount until ADP informed me that the reduction was in effect. However, they refused to send me a statement showing how my paid premiums were applied or to refund the excess contribution. They simply said that I was almost completely paid for the the month of July, 2010, which was the end of my COBRA period. I was informed by my former employer that they would stop using ADP for benefits administration at the end of May, At that time, my former employer and I, sent a required letter to ADP stating that, at the end of May, any remaining monies (approx. $1100.00 for two months) should be forwarded directly to me. We were informed that it would take 4-6 weeks. I then had to pay, through my former employer, for two months of premiums for their new insurance carrier.

    I called ADP early in July, asking were my money was. They stated that everything was in order. The letter, the amount of the refund were all approved, but that it takes 6-12 weeks to get a refund. I then asked why? There is nothing to be addressed, nothing hidden that they had to be sure of. Why does it take 6-12 weeks! "It just does" was the response. "No, you can't speak with a supervisor, but I can have one call you within 72 hrs" It is now about 16 days later, no check, no call. They are using my money, and whoever else is in that situation. And, it prostitutes the the program that was designed to HELP the unemployed!

    RONK 7/28/10 9:28AM

  • These people are running a scam in their cobra division. They need to be reported to the Insurance Commission and to the federal government's cobra division. They are taking 3 months to process people's initial request for cobra benefits then forcing them to pay 3 months premium at one time because they are unorganized, screwed up and have no clue as to what they are doing. Meanwhile the poor consumer is cheated out of 3 months premium because they weren't able to use their benefits during this time period.

    They are losing paperwork and payments and then they just up and canceling people's cobra benefits without written notice. They are receiving premiums, cashing the checks and then canceling people's cobra benefits saying they have not received payment or the payment was not received by the deadline and 99% of the time they are lying or purposely not processing the check in a timely manner. They are absolutely the worst of the worst and lowest of the lows. I dodged this bullet by doing my research and finding so much negative stuff out about ADP Total Source COBRA division that I just did not even initiate coverage with them. I send them a check and put a stop payment on it because I did not need the frustration and aggravation of dealing with a sneaky, low-down, incompetent company like ADP. It just wasn't worth the headache.

    I got enough to deal with working a temporary job and trying to meet my expenses I did not need to fight some company tooth-and-nail to be able to use the benefits I pay for only for them to keep trying to cancel my policy every month by saying they did not receive my payment in time.

    lfields1 7/23/10 7:07PM

  • The worst customer service ever; illegal practices. Have dragged their feet sending me COBRA enrollment information; when called, laughed at me and said that they were "backed up" and not able to send it in a timely manner. This is a law violation. When asked for claim forms so a claim could be filed when the insurance was in force, I was denied. I've reported them to my state insurance commissioner.

    Anonymous 7/20/10 5:40PM

  • Have wasted several hours trying to get a
    tax break down for an employee but can't
    use teleready services (via phone) as
    recording said no longer available, have to
    use website. Apparently it takes two days to get set up to use site. What a joke!
    Thanks ADP! I'll try to explain it to the
    employee who is waiting on a manual check!

    Anonymous 7/18/10 10:40PM

  • My former employer and my husbands employer (same one) use ADP ipay. It took the two of us a combined 10 attempts to register and login. Only one of us was actually able to access our paystubs. This program is ridiculously bugged. Please do not do this to your employees, unless you hate them!

    Anonymous 7/7/10 5:07PM

  • Back in April we sent in a 3 month payment for our COBRA. Come June we receive our July statement where they inform us we are 3 months behind. They never contacted us in the mean time and can't answer why their system shows they received payment but it never went through. Turns out, their bank (Citi) called ours (Chase) to verify funds...our bank has records of approving the funds because they were available. Then...nobody knows....and now ADP says my insurance is cancelled for being beyond the grace date (even though they never contacted me to let me know they didn't cash the check we sent). Our bank didn't even think it bounced as they never contacted us either. I was on the phone with India for 5 hours and when they finally honored my request to be transferred to America they did so after 5pm in Georgia...so I couldn't talk to anyone before the 4th of July weekend.
    This isn't the first time we've had issues...they've dropped the insurance 3 times because of "technical" issues, or tying to blame my old employer. Then, of course they drag their feet when it comes time to refund me my out of pocket expenses incurred while the insurance wasn't active (because it takes up to 48 hours to turn back on....but only seconds to shut off????). ADP SUCKS!!

    ADPhater4Life 7/7/10 11:47AM

  • Yes! Our company WAS with ADP. We had several issues and our sales rep told us that he was not allowed to help. He gave us an "800" number to call. They were no help, so guess what, we switched to another service and are very happy. Thanks for nothing ADP!

    Anonymous 6/23/10 9:59AM

  • Don't use ADP!!! They are the worst. My company was with them only 6 months and they royally screwed up all aspects of payroll in that short amount of time. Use TODAY'S PAYROLL SOLUTIONS instead. These folks really know payroll and have the best customer service around.

    Remember...TODAY'S PAYROLL SOLUTIONS!!

    Payroll Dude 6/23/10 9:38AM

  • ADP's iPay website only supports Windows and, so, is useless to me. There's no contact information on their web site - they just reffer you back to your own HR (who don't know Linux from Windows from a hole in the ground).

    If you can find a phone number to call, they'll say they can't help you unless you give them your SSN. They need my SSN to resolve a web site issue? WTF!

    Ottoz 6/16/10 3:53PM

  • This company sucks! In trying to resolve issucs with an IRS letter and also EDD I have made no less than a dozen calls. Each time I am given the same run-around and then after wasting 20+ minutes explaining the problem, I am told it will be looked into and will receive a call back. Hah! they never call back...the only email I received in response was one that said the person was on vacation and couldn't get email. What a bunch of crap. The issue still hasn't been resolved and I can't even talk to a supervisor.

    debcir 5/23/10 1:50AM

  • Was with ADP payroll services for over 10 years. Mid-year 2009 we switched to another payroll provider because ADP kept making mistakes and most of their employees were not very helpful. I called ADP when we didn't get W-2's and was informed that they would not be doing our W-2's because we dropped them mid-year. This meant I had to do our own W-2's, w-3, 941, 940, DE6 and DE7. ADP is not returning our phone calls to get them to do their job, so I have to do it manually. ADP is awfull. When I reach someone, 9 times out of 10 times, they do not call back as promised OR do what they say tehy will do as promised. I even explained all this to a sup/mgr that we were clients for 10 years and if we could get decent service we might have stayed - he did not seem to care.

    David 2/17/10 4:46PM

  • I lost my job in May 2009, I asked my employer the Golden Shores Condo's in Stone Harbor NJ to send me my W-2 to my home address. They have not, they use ADP payroll services. The Golden Shores contact person says she had it sent to her and she would Fed Ex to me, she didn't. She said she would have ADP Fed Ex it to me, they have not. I have sent many emails to my former employer to have it sent but nothing happens but broken promises. I have contacted ADP several times but they just relay to the Golden Shores contact that I bother them and drive them crazy. ADP along with my former employer should be ashamed of them self. I really need my tax information I am unemployed and hurting financially I also have mounting medical bills. ADP sucks

    jldragon 2/14/10 6:16PM

  • I lost my job in 11/209 and I have had the worse customer service experience ever from this company. They are trying to force me to make advance payments as well as payment amounts in excess of what is required. It took 2 months to establish my eligibility for the ARRA cobra rate. Three months later and I have not received insurance cards. They are still sending incorrect billing statements and blaming it on their computer system and my former employer. However; they are still encouraging me to pay the full premium amount. Today my call to them went to a call center with an agent whose english was very poor and I could barely understand; are their calls going to India? I am really frustrated and fed up. Is there not anything that can be done about this company...they clearly do not know what they are doing with a fairly simple concept that is administrative based? What are they doing with these over payments? Their customer services representatives are rude and I am rceiving excessive contradictory letters from them; at minimum twice a week. This is horrendous.

    Tasha 1/26/10 3:57PM

  • Attention tax practitioners who refer clients to ADP:

    ADP has built its business as a payroll specialist, yet the company does not know how to report the health insurance adjustment to the W-2 of a more than 2% shareholder. This reporting requirement has been in effect for THREE years! I tried calling ADP to ask why this was an issue, but was not allowed to talk with anyone, as I am not a client. The woman was rude, and stonewalled any attempt to report the problem.

    Hmmm. Well, ADP, guess what? I teach tax classes to prospective employers, and have a client base of over 400 returns, and I will now tell people just how ignorant your service is and recommend that they choose Paychex instead.

    Enrolled Agent 1/21/10 2:16PM

  • My experience with ADP has been terrible!

    I lost my job in Feb., 2009. My COBRA account was initially serviced by Aliquant and all went very smoothly. Then my former employer switched to ADP Benefit Services in Oct., 2009 and it has been a disaster ever since!

    I applied for and was granted the ARRA premium reduction and was billed at that reduced rate by Aliquant. Now, ADP is billing the full premium and suggesting that I pay or face cancellation.

    There was a lost check in Oct., 2009, so I had to pay the amount a second time. I wrote two letters regarding that lost check, but ADP's reply each time was just another bill. That lost check cleared my bank in early Dec., 2009, but has still not been credited to my account.

    Because of my frustration with ADP, I began researching and have found many, many complaints against this company.

    Anonymous 12/16/09 12:45AM

  • I had cancelled my payroll service with ADP at the end of the 2nd Quarter and yet I still kept getting charges for "services" I had not requested. Now, I have received a notice from ADP that they have sent cancellation notices to the IRS and my State's Employment office to terminate my employer accounts. I never notified anyone at ADP to do this. I still do payroll, but now I do it internally and still make payments to the Federal and State agencies. When I notified ADP about this, the reprepresentative said it was now my responsiblity to notify the various agencies that my accounts were not to be closed and it was no longer ADP's problem. They caused the problem and to not take responsibilty is absurd in my book.

    Dick 12/1/09 11:41AM

  • They are misleading and you get a different story from one person to the next, which has now potentially cost me dearly. It's entirely possible I will not be able to continue COBRA benefits because I was told on 8/31/09 by Adam that my election was changed, but calling today I find out he did not do that at all. They had no problem cashing my check to pay for the dental though.

    mags 9/16/09 3:00PM

  • Not very happy with service
    1-Totalpay service doesn't work, they take your money but employees can't get it out, sometimes it does not even make it to their account. They claim to refund it back to our payroll account but then debit it back the next day so in effect they do not refund anything.

    2) They send me someone else's payroll.

    3) Auto health deductions not done
    4) They are quick to take from your account but loath to put back when they make a mistake.
    5) Billing constantly wrong and customer service is non-existent.

    surscheler 7/22/09 2:28PM

  • Submit your comment >>
  • Where do I start? Let me premise this by saying I am an ADP employee and former payroll manager who only used ADP products.

    There are varied complaints listed below and some may be valid, but let me say, as with all companies, ADP is ran by humans and therefore are fallible. We all make mistakes. BP is making a mess of our gulf coast, employment and seafood industry, but after this is all done and said, they will still generate Billions of dollars from the same people that are complaining about them today. The same holds true for Toyota, the banking industry, etc.

    As for those who complained of poor service from your sales reps, this is unfortunate. Sales reps are employed to sell and not service. Sad, but true. Fortunately there are sale reps like myself that not only sell, but offer themselves as a one point of contact for the clients they sign up, thus eliminating the use of a 1-800 customer service #. I know the power of good customer service and know that I will retain my current client base as well as increase it by maintaining a high level of service for my clients.

    As for those with w-2 problems; it’s the employer’s responsibility to make sure that all of their employee’s receive w-2’s. They are given the originals and copies of w-2’s in the event an employee loses theirs. Per policy and for the security of the company and the employees, we will not nor will we ever speak to an employee of the company that is not listed as a payroll contact. If we did not do this, anyone could call and say they were Joe Smith and request information that could lead to identity theft.

    As for COBRA, I’m sorry, I don’t work with this product and am unfamiliar with their policies, but again, I would refer back to the person who sold you the product and make them accountable. This is the case for all products/services purchased by ADP.

    Our customers service team overall is great, but as with all organizations, you always have a bad apple in the bunch. Again, I highly suggest you make your sales rep accountable for your business from inception. By doing this they will work hard to maintain your business as well as make a point to get resolution for you with service/management, in a timely/professional manner.

    I can go on and on in re-buttles to these complaints of which I’m sure some are valid, but at the end of the day, ADP is the nations #1 payroll provider and have been for 60 years. We are the pioneer of payroll outsourcing, have the best technologies in the industry and are the only AAA rated payroll company as well as being only 1 of 4 AAA rated industrial companies in the US. A designation Warren Buffet would even covet at this time.

    I work very closely with a number of accountants that refer and love to work with myself and ADP. This is in part due to the fact that they know I will take care of their clients and their clients are in the care of a very financially stable company that has build the payroll outsourcing business like no other.

    We all make mistakes; admitting to them, making improvements and moving forward is what it’s all about

    Everyone makes mistakes in business and in life. I can only hope you’re forgiven of your mistakes so that you may learn and grow from them.

    “While one person hesitates because he feels inferior, the other is busy making mistakes and becoming superior”. ~Henry C. Link


    Jo Daniels
    SBS District Manager
    866-731-1614 x6050

    jcdaniels 7/13/10 1:25PM



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