ADP Customer Service

Shame on you and your company. No one should be on hold for an hour. If I could, I'd fire you all.

I hate ADP so badly that I cry and bang on my keyboard and desk every time I have to process payroll. There is no way that anyone sane works at this company. There are constant changes that they never tell you about until you trip over them and then they lie through their teeth and tell you that those things have been there all the time. I post a support ticket and upload proof of what is happening. They just close the support ticket without answering and I have to post another one and another one and another one and escalate it to the VP of WFN. I swear I was having a nervous breakdown the first few payrolls that I had to do. A year later and it isn't really any better. Doing payroll manually would be easier on my mental health than using this system!!!!!

They suck..Cant stand this payroll service

Terrible service. They aren't proactive in terms of the trainings that are required putting our practice in legal jeopardy.

ADP is the worst company ever. I Put in for leave due a serious health issues and was denied. Doctor letters and everything. They need a better system when dealing with sick peoples. No one knows anything and no one can help same stupid answer. Felt like I was dealing with preschoolers.

This is the most unreliable service I used.

This site has been down off and on all day. You can't login or log off. I an having to manually keep my time to report to my employer. This is terrible. Your IT needs to fix the issues immediately.

terrible/no support

Very poor service, need to wsit over 1 hour at passport control because out of 6 desks only 2 were open. Unsatisfactory service

ADP lost my wife and son as beneficiaries on my insurance after 19 years. There is no customer service available and their website hasn't worked in days.

ADP deducted payments to an insurance plan I had signed up for for months and they didn't pay the insurance company. They never let me or my company administrator know, and it was only because my company Admin is so astute that she realized they were not paying Aflac as they were supposed to. ADP still has my money and it has been 6 months. My admin has been through 3 HRBP, and multiple calls and emails with no resolution. I was told today that Rianna, the Payroll representative, could not talk to me without the admin, so Lisa and I both got on the phone and then Rianna refused to speak with me. They keep saying they are "starting a review" and they haven't done anything. They are holding $300+ dollars hostage and refusing to refund my money. This is criminal behavior.

Called twice after talking with our company HR. ADP could not give the same answer twice, actually not even close to the correct answer. ADP is robbing our company blind with their high fees. I was a former corporate executive so I know exactly what ADP charges for their bundled platforms based on number of full-time FTEs. If I were in charge again I would terminate ADPs contract immediately--they make things worse, not better.

They don't even have customer service for employees trying to use their software. On top of that, their system doesn't update properly, so good luck logging in once your forced to change your password...

ZERO customer service support. They even tell you they don't offer any support. They retain my pay information. It is not my employer's information.

Don't call them for help they are ASS-HOLES

Customer service agents are rude and unprofessional

For years I've been claiming the same exact deduction on my W-2 and all the sudden ADP is not withholding the correct Federal amount and cannot give me any solid reason as to why they made the change. I've been placed on hold several times and still have no answers after multiple calls over a two week period. I wound up owing taxes the first time in 15 years with absolutely no changes in my filing status. The issue is not related to any changes in federal law it's related to the week by week basis of how much they withhold which is way off the calculations according to the federal guidelines. This is literally the worst payroll company my employee has ever used.

We have used ADP for 3 months. Each month ADP has failed to provide service as promised. Dealing with ADP is worse than doing everything yourself in house. Repeated ADP failures have cost us a loss of time and added stress defeating the purpose for paying for their services. Find a better service!

Customer service and management just don't help. The tax department has been unable to pay state taxes for a year (they have been charging for this service). Be prepared to spend hours on the phone when escalating an issue. Customer service representatives and managers promise to follow up, but they never do.

What a HORRIBLE experience.

Utter trash. Impossible to talk to a human. I called Sales and the lady hung up on me.

ADP is a highly profitable company that minimizes expenses by refusing to engage with employees of the companies for which it performs payroll processing. ADP's "customer service" number dead-ends with a recorded message that ADP "does not provide live support for employees of ADP clients." For the little guy, there is zero reachability and zero customer service.

i had 23 apple fraud transactions on my account and Wisely let all of them through and didnt stop any of them, i contacted them the day after i noticed and they told me it would be 90 days for me to get my money back, i then said okay fine, $400 i have to wait on, then something told me to contact them back and come to find out they only filed a dispute for 2 of the 23 transactions i called about. im am VEXED! and will never be using and other banks other than credit unions! they have a awful policy and i have 3 kids now have to wait 90 days for $400, i have spoke with 7 representatives and they all are awful hard to understand and they are offshore, i asked to speak with a supervisor and have been hung up on 3 times. i am so angry i really don't understand how this can happen when my funds should be secured, and they weren't at all any other day i have ever had i was able to call and they put my funds back until the investigation is complete! now im left hopeless until i get paid again and, when i called back the 5th time i believe they told me when i called the first time the representative only put 2 disputes on there im am OVER THIS COMPANY and the only reason i didnt close is because i have my tax check going into the account but as soon as i get that money out i will be closing my account!

I've been treated poorly. Illegal activities been done on my account and I've been forced to closing. Ive just been told on the phone with a supervisor of the legal department that basically my final decision was made upon discretion. Like what? I sent in valid dl valid ssn card and 10 different proofs of address.its illegal and I need it fixed.

Adp Sucks. Period. They're Happy To Take Your Money, But If There Are Any Issues They Will Literally Hang Up On You. Of Course This Is Assuming That You Can Get Through To "customer Service". Wouldn't Recommend To My Worst Enemy.

My problem is with the vendors of the programs, they sign a contract and when you find out and complain, they don't want to solve the problem, they only give you excuses and they solve nothing

Service is terrible. I called and they said it is 3.5 hours wait and they did not even of

Rajesh and his team have been a real support. quick to respond and available for support.

I would like to praise the service I received from a service representative from ADP assisting me from Germany. Her name was "Stevie" and she was the most professional person I ever dealt with. Please pass this on to her if possible.

Glenn Healy

I have been in the HR space for 20 years, and I dont know if within this 20 years, I have ever heard an ADP client say that they were happy with them, they loved the service, etc, etc. Yet, in the next breath, the people cannot provide a legitimate reason why they remain their loyal customer.
This has led me to wondering, what are ADP customers looking for that would make them change their payroll payroll vendor away from ADP?
I'm very curious to understanding what is actually holding companies back.

Please share your story on what would make your company make a change....

In my experience, most of the time people feel the need to write a review is when they have a bad experience, so it is possible in my opinion for a company to get a bad rap just from the disgruntled customers.

For me, ADP has been great. My service representative, (her name is Kara) is AMAZING! She is knowledgeable, friendly and over the top helpful. She explains everything in the best way possible, and I have her number and email and I can always talk to her when i need help with anything. Yesterday, she stayed 2 hours past her shift helping me fill out some things. I never have to wait to speak with her, she always calls me back when she says she will give or take 5 minutes. She just knows her stuff and makes me feel like she's my friend not just a CSR. (Cust. serv. rep.) Previously i was using paychex before i switched to ADP and it was horrible. Lazy, always making me jump through hoops and almost every single time i called 35-45 minute hold times. They would get my employees W-2s wrong and they were expensive as all get out. So, some people may have had a bad time with ADP, but i just hope enough people can talk about how great they are too.

May 28th, 11:30am EST. Less that 1 minute hold time. Very polite and helpful rep, although getting a Java script error on site. Nevertheless, support experience was above average.

Do not know what area service code all you people are dealing with,,,,,Our Company has been with ADP since 1990.

I am the only person responsible for our payroll and each time I need to ask a question or clarify an answer..I receive excellent service from ADP. I will say..I loved having service the "OLD WAY" when each company code has a teams of representatives who was familiar with services for each company code. having said that...I know progress changes the way companies do business. we have kept our services small and simple...Yet manage to provide good service thru ADP for our employees. SO.....ADP...Hats off for all the years of support and service.....!!!!!
Barbara...HMNC

I love the employees at ADP and, the first half of 2012, I rarely waited on hold at all. Over the last few months though, I almost ALWAYS am on hold in excess of 15 minutes, and it's even stretched on more than one occasion to the 50 minute mark before I ever talk to a person. I don't know if they had layoffs when they launched Support Center (the online help support -which is terrible), but I am quickly becoming annoyed. I do ALWAYS get great service once someone is on the line, which is why I still love the people that work for ADP. Just wish it didn't take a million years to talk to one of them.

I have been adp customer for many years and I can say that I am pretty much satisfied with its service and with the efficience of its personel and systems.

Sonia B. Lavina
Universal Ins. Broker, Corp.

ADP has processed our payrolland filed our taxes since 1998, and we have not had any complaints.

I used Paychex and Primepay and was unhappy with the service. I have been with ADP for about 4 years and I have no problem with the service. Their website is easy to use and report the payroll, I have all the tax form that I need on file there, the checks are deposited directly into our account. Whenever there is a problem, I call customer service and they solve it for me.

Good response time and resolved all of our issues

I didn't have any trouble because of this website getting to ADP. Without this website and the sister site "customer service phone numbers" I would have had a very difficult time. I talked to a real person, she took my information and forwarded me to the company representative that handled where I work. He was able to confirm information and that I needed to contact my own company for an account lock rather than ADP. The transition from the company to ADP has been a major pain but at least it only took about 9 minutes to confirm that ADP would not be able to help with something my local company should have helped me with to start with.

I'm an ex-employee of a startup that uses ADP. I had a somewhat complicated question about COBRA benefits. I called twice and both times got through to an ADP rep immediately. It was a little annoying to be asked for my last 4 digits of my SSN before literally even being allowed to say hello, but it's hard to blame them too much for this process. (If I were on the other end, it would make my phone job a little more bearable.) In any case, I was impressed that the reps were articulate, knowledgeable and offered clear, comprehensive advice. I anticipated being on the phone for awhile, but instead wa able to get what I needed in as little time as possible. The tone was maybe a little sterile, but I'll take bland & competent over syrupy & incompetent any day!

Separate from this incident, I think every company I've worked for over the past 10 years has used ADP, and I can say from "the ultimate end-user's" POV, I've had no issues. Paychecks are correct and on-time (which undoubtedly is also a reflection of the HR depts at the employer site!), benefit elections have always gone smoothly, etc. So, I was surprised to see so many negative ratings. I haven't been exposed to anything negative about them.

I've had GREAT dealings with ADP. They have been very helpful and fair.

I have used ADP for years with several companies. There have been issues and mistakes made but they have always made up for them. I have alwasy been able to get ahold of a supervisor and they normally credit me an entire payrolls cost when major mistakes are made. ADP isn't perfect and they are too big for their own good sometimes, however I have had many more positive experiences with them than negative.

In regards to the COBRA complaints on this board. I use ADP COBRA service and it is the companies responsibilty to start and cancel coverage. Also for most of the complaints ADP is just following COBRA laws. No notice is required for cancellation or that a payment is late. It is 100% the participants responsibility to make sure payments have been received and cashed on time. You must go to the Dept. of Labor website and read the regulations before making uneducated complaints.

I used to work there for over 15 years. I had sexual harassment charges by 2 of my bosses. I got fired because I reported them. Very unfair place to work.

Ever since Best Buy switched over to using ADP for pay stubs and other features, not a pay period has gone by (now going on four months or so) which has not occasioned serious issues. You cannot even speak to ADP but all questions must be routed through your employer's HR department, which of course, knows nothing about ADP services. Disgusting is an understatement.

I'm a former ADP employee trying to find out about my pension balance - I receive no statements and haven't seen a notice in a few years. Anybody have that phone number?

I've thought long and hard about whether I should post this, but after reading all these complaints, I think I must. I used to work for one of the 3rd party call centers that is outsourced by ADP for customer service. It's in northern NJ. I can tell you from first hand experience that all of your complaints about the horrible level of service are right on the money -- and let me tell you why. The particular call center for which I worked has a rag-tag team comprised of both temp workers and full-timers. You should know that these workers are not solely assigned to ADP. They actually are set up to take phone calls on behalf of multiple different clients. But on ADP, they're trained to answer your concerns based on a script and a series of responses that pop up on their computer screen, depending on what you call to ask about. Have a problem getting your W2? We have a script for that. Can't log in to your iPay? We are instructed to stick to the script, and to tell you that you need to contact your HR people. Funny part is that in most cases HR has no idea what to do once you do call them; they often refer you back to us at the call center, and round and round it goes. It's hard to reach us because we're understaffed and overworked. When you do get through, we're forced to read a script to you, and not to deviate from it, no matter what you say. Even if your question or concern doesn't quite fit the pre-planned script, too bad. We're instructed to shoe-horn you through, and to only limit ourselves to a finite number of possible responses, and to make them fit. The system is awkward and there are several gaps in it that don't address many of the most common concerns. I've tried more times than I can say to put people like you on hold and try to get you some honest-to-God real help from a supervisor, but the supervisors are playing a game of CYA. They are little help, and often just tell us to transfer the call to another number and hope for the best. The general feeling is "it's not our problem" once the call is transferred. They care little for actually solving customer problems, and only care about shuffling the call along to another extension, so they can show on their logs and reports that the call was properly dispensed with and that the rep didn't linger too long. The supervisors are a bunch of ignorant, clueless boobs who don't listen to the problem and just advise us to follow the scripts and the prompts and get rid of the callers. The management of the call center must surely be aware of the problems, because they've had the ADP account for years. Yet they don't lift a finger to improve it. The ADP people themselves come in on occasion to tour the call center, and they glad-hand the call center management and yuk it up. But are any real problems discussed or resolved? Doesn't appear so. It's damn near corrupt, if you ask me. One gets the sense that the call center suppresses any complaints so that ADP management never hears about it, and that way it gets to keep this lucrative account. ADP management doesn't seem to care either. It's truly awful. I tried to complain and raise red flags, but I was ignored. Thankfully I was able to leave this hell-hole when another opportunity arose, but I will forever regret being part of this experience, even as a temp worker. The ADP account is poorly set up, has no real oversight, is run by incompetent buffoons who have no interest in solving customer problems, and has no accountability from top to bottom. There, I said it. I hope someone from that crappy call center in Budd Lake stumbles upon this and reads this. Your cover is blown. And it took one of your former workers to do it. You ought to be deeply ashamed. You're taking the money from ADP, and getting paid to take a dive, like some kind of rigged boxing match. And in the process you're causing mayhem, anxiety and heartburn for literally thousands of customers a year. I truly hope you and ADP are exposed for the fraudsters that you are.

I happened upon this website by chance while I was looking up ADP Locations. In reading all of the comments I can't help but feel bad for the people who think that ADP is a horrible company. I wish that they had a better experience. I wish that they had called me. I work for ADP. I am a Client Service Representative. I love my clients, each and every one, and I spend every moment trying to help them. I cannot reply on the comments I've seen because I do not have enough information to go on, but in regards to employees who are waiting for W-2s from former employers, I assure you that we get the W-2s to our clients so they can give them to their employees by Jan 31st of each year - it's the law. If your former employer closed and you're calling ADP for assistance please understand that we are not permitted to speak to anyone other than the authorized contact of the company for security reasons. If the company has gone out of business please go to www.irs.gov. On this site beginning January or so they provide a #800 to call if your employer hasn't provided you with a W-2. Many times my hands are tied for legal reasons, but I will always give people as much information and guidance I have on the subject, because I have been on the other end of lousy customer service and I know how it feels to not be helped.

I have been with the company over 6 years and recently the company has started to outsource all of our jobs to India like crazy. The products are all going down hill after that. The new hires in india do not even understand the basic windows commands. This is a very sad day for ADP. Shame on them for outsourcing jobs to help the indian economy instead of the US economy during these troubled times.

I have worked for ADP for 6 years now and I agree that there have been many changes however that is the way of the world and in order to say competitive change is a must. After reading all the negative comments and I mean all of them I find 2 parallels. 1st is the lack of communication of the processes and of the clients payroll needs and payroll set ups. The responsibility falls can be mainly on ADP as well as some of our clients. No two businesses are completely identical and asking the right questions will uncover what a clients payroll needs are. 2nd is lack of accountability. This happens on both ends am sorry to say. I think that ADP does its best to make sure that their associates are accountable for their jobs and their actions. Training and developing associates is something that ADP is very good at which helps for a healthy work environment but not everyone feels that way and it is unfortunate for those employee that are in that category. Our clients also need to take some accountability. You are business owners and your have decided to take on that responsibility and you should be accountable for things that go along with owning a business and payroll is number one.

I am not perfect in any means and I work really hard at doing what is best for my clients. Do mistakes happen...yes they do, but it is all about the recovery right! I have set up and talked to well over 3000+ clients in the last 6 years and some have had issues and have left ADP but most of them are still with us and love ADP.

It seems to me that the negative is what is most talked about. This is because that is how society is today and that is sad, so I thought I would share some amazing stats on ADP.

ADP Employee over 51,000 Associates worldwide
ADP is AAA Rating of 1 out of 4, Along with Micosoft.
ADP Supplies the ADP National Employment Report which is a leading report in the Unemployment forcast.

This company sucks. We were suppose to get are electronic W2 on January 14,2011 and here it is Janurary 20,2011 and still no W2 there are alot of my coworkes that are pissed off. When you send a email stating a date they should be online.

The reason so many of you have experienced poor service and quality issues is quite simple.

Thousands of the most competent ADP employees - the ones who actually cared for and worked with their clients to solve problems - were laid off over the past three years. ADP coped with the recession and weak economy by outsourcing jobs to India and retaining only the lesser-paid (i.e. inexperienced) US workers.

ADP used to be a great company back when Josh Weston ran the business. Now it is mostly a collection of underpaid and overstressed entry-level workers towing the line to protect their own modest jobs, unwilling to risk the disciplinary wrath of supervisors and upper management. ADP Management has become as elitist as ever, and there is now a great class and cultural divide between Management and rank-and-file employees.

The ADP of 2011 is as dysfunctional as the US Congress.

I was a telamarketer at infocision management and was amazed to to find that not only was I charged alot fees and found my cheks short when I called to resolve this issue was greated by someone in india instead of an American call center. the bad part is when I couldn't understand the young lady they transfered me to a gentlemen who claimed to be from texas but spoke broken english with a indonesian accent. after calling a second time Iwas told the American office had no phone and could only be contacted by fax which was a lie the number is on there main web page. but really I blame my employer for letting jobs be outsource instead of letting an American company who lets them handle our money and charges us (the employee) numerous fees take there calls a 5 year old kid would be of more assistance than the people feilding the question. My suggestion to you is look up the main office in Miami, FL if you have problems or questions they may not help but you can understand them

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