ADP Payroll Services
About ADP Payroll Services
ADP helps companies manage payroll, employee benefits, taxes, retirement and other services. The company has solutions for small, medium, large and multinational businesses. Its specialists work with businesses to reduce costs and develop human resources strategies that align with the business’s goals.
Overall Satisfaction Rating
- 5 stars
- 4 stars
- 3 stars
- 2 stars
- 1 stars
- Easy to use
- Mobile app
- Flexible options
- No free trials
- No pricing info without a quote
ADP is a highly rated payroll and human resources provider that offers flexible service packages. Its services are easy to use, but it doesn’t advertise pricing without a customized quote.
ADP Payroll Services Reviews
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On the dashboard, it loads 5 reviews at a time. If I need to close out reviews #41 and #42, for example, it goes through 10 cycles of downloading. So then I close out Review 41, but then I have to start at the beginning to get to #42. 10 cycles of downloading - 5 per cycle. If I do a search for that person's review, it will not give me the option to close out review from search results. We only have 750 employees, so time wasted is only minutes per day. If we had thousands of employees, we would not be able to use Review module on ADP, as it would take hours per day. Is there any way to add the option to close review from search results? Thank you.
Morgan, Thank you for taking the time to provide us with this feedback about your experience with the Review module. I will follow up with your Account Manager, who will ensure your feedback is shared with our Product team. Thank you, Christine / ADP Client Experience
ADP got some really reliable staffs that are there to assist when you need help. There are also some staff who do not take time to hear you out. When my account manager is not available to assist with urgent matters I'm left with working with multiple staffs in order to get the right person to assist.
Hi Jessica, thank you for taking the time to provide your feedback to us. I will make the correct team aware. Thanks, DS.
ADP employee was very professional and help me to understand the process. Sorry I don't remember the associate's name. I was able to share my computer as this made the process much easier to ask questions.
Great feedback Penny! Thanks for taking the time. JC
For 19 years I've schedule management reports based on our company GL needs. Now I'm told that it can't be done. I get a Dear Client letter every year, including 2022, asking me to make sure Management Report Groups are scheduled correctly. No they are not, but why ask if I have no control of when they run?
Thank you for your taking the time to provide us with feedback on your experience scheduling Management Reports. I will follow up with your Service team to ask them to review this and see if anything can be done to assist. They'll also pass along your feedback to our Product Development team.
Christine / ADP Client Experience
ADP does not have staff that can address complex issues without elevating the issues up to management, Responses take days/weeks for issues to be addressed. This is very frustrating when issues occur without support.
Thank you for taking the time to leave a review. I'm very sorry to hear about these issues with our service. I've asked our service leaders to look into this and reach out.
NW- ADP Client Experience
I don't think ADP is a solid ATS application - more of an HR/Payroll/Benefits/Taxes type of tracking system - it's not as vibrant and flexible as other ATS systems we've used in the past and I would prefer going back to something like Bullhorn which was more user friendly - I could add clients/partners profiles, along with candidates/jobs etc. tracking everything there - ADP has some of the capabilities, but not as robust.
Hi Dean, that's great feedback and thank you for taking the time. I have sent the verbatim to our product team so they can see the system/program you referenced. Take care
My password needed updating and the customer service agent walked me thru how to recover. I appreciate his patience and expertise. Thank you Denise **. It's easy to navigate the site. That is very helpful.
Great Feedback Denise thank you!
ADP has a great system and the support team is good. I don't like the frequency of the updates as there are way too many to keep up with. Not a fan of the soon to be released new HOME page. As a practitioner it shows personal information that I would rather not be on the home page ex: disability coverage and amounts.
Hi Lisa, thank you for taking the time to provide your feedback to us. We appreciate it. DS
As a long time user of ADP, I am disappointed in both the system's limitations and the customer support. There are many limitations, but at the forefront for me would be Time & Attendance, Open Enrollment Customization, Inability to carrier connect with our 401(k) provider and the limited locations for custom fields. The customer service has never been a strength for ADP. We often wait days and weeks for answers, we often have to follow up on things, we often resolve things on our own before we even hear back and often times ADP just says it's fixed and never explains why it happened in the first place. Overall, we are disappointed with our experience.
Thank you for taking the time to leave a review. I'm very sorry to hear our service has not met our standards. I've asked our service leaders to look into this and reach out.
NW- ADP Client Experience
In my experience with ADP so far, there have been highs and lows. The vastness and capability of ADP is remarkable. I am amazed at all we can accomplish through 1 system. However, I have had great challenges reaching out to support, some of the workers at ADP have lacked in responsiveness and address our concerns. The technology is incredible, but without appropriate customer service, I feel we are unable to fully utilize everything ADP has to offer.
Hi Mary, thank you so much for taking the time to provide your feedback to us. DS.
The hold times for Time and Attendance are insane! Phone support is inconsistent with answers and knowledge. They tend to not listen and only provide the out of the manual answer, when that is not the circumstances you are describing. The brightest lights at ADP are Zachary **, Client Service Manager and Diane **, HR Rep. I would give 5 starts to them!
Thank you for taking the time to leave a review. I'm sorry to hear the frustration with Time & Attendance, and support. I've asked our service leaders to look into this and reach out.
NW-ADP Client Experience
I've worked with ADP for @25 years, although with different employers. In years past I would have given a 5 star rating. There has been a noticeable difference in response/knowledge base/treatment recently, and not for the better. Plus the wait time on hold, if I have an urgent matter and my service team person is not available and I have to wait in queue for someone, is awful.
Hello Colleen, thank you for your feedback on your Customer Service experience. I have passed it along to the leaders. Thanks again, DS.
Your staff are always courteous, but I have been hung up on after long holds, without anyone speaking. This has happened multiple times. There are always problems. We have 23 locations on payroll with ADP - 23 different EIN's. Something is always not done at setting up a new company and it takes months to resolve. There have been too many times that we found out about a process or procedure we have to perform in Workforce Now that was never told to us at the beginning. It is extremely difficult to get ahold of our service rep as he must be extremely busy. So busy, that many of our requests take months to get done because they are less urgent than whatever else he has to do (I assume).
Your tax team is the worst. There must not be enough people in that department, because items like a missed filing of a tax return that we have to wait at least 6 to 12 weeks to get filed - and that is after it is already a month late. Really? Forget about even getting an answer from them - not even your own staff in another department trying to assist us can get a reasonable answer. We just find out one day, a couple of months later that it is finally done, when it was an urgent item. Maybe it was done right, maybe it wasn't and we have to start all over again.
And worst yet, based on our experience with ADP for over 6 years, I'm sure we will get the bill for a penalty from the Fla. Dept. of Revenue, and a bill from ADP for - even though it is YOUR fault! We have been overcharged for months and it took 10 + months to get our money back. And this has happened when we had TotalSource, also. It does not make your company look very honest. I would give you a one star only, if it wasn't that when we actually do get to speak to someone they are nice.
Thank you for taking the time to leave a review. I'm sorry to hear the frustration our service has caused. I've asked our service leaders to look into this and reach out.
NW-ADP Client Experience
I absolutely love ADP as a payroll module. The set up and the ease it is to work with is great. My interaction when I do deal with support team they are ALWAYS professional, knowledgeable, and very helpful. My reason for a low star is the fact to get a hold of an Account Manager and get help is nearly impossible. I don't blame the Account Managers. I feel they have way too many clients and I personally feel you need much more support and help for the Account Managers. That is an ADP downfall. I get it with the bridge but I just want an answer on how to get something done or to get it to work. I do not want to be searching forever for an answer. I have spent HOURS trying to figure something out before I give up and call support. I am not a fan of the support queue waiting for an answer. I prefer a live person to walk me through or give me an answer so I can keep it moving.
Thank you for taking the time to review. I'm sorry to hear about this issue with getting hold of an Account Manager. I've asked our service leaders to look into this and reach out.
NW-ADP Client Experience
Middle of the road, System adequate but not outstanding, my account manager is excellent, but other contacts are just so so. Platform works most of the time, but certainly not leading in its class. In a word, adequate.
Hi Florence, thank you for your feedback. I have passed it along. DS.
For the most part all my questions are answered or problems solved quickly and the customer service has been great. My most issue is Carrier Connections, having issues getting a file date corrected. The phone connection has been spotting at times, to be expected with so many working remotely.
Thamk you for your feedback, Jean. DS.
We've saved nearly 2 hours per new hire through electronic onboarding and paperwork, which is excellent. I believe a great product improvement would be the ability to customize forms to meet customer needs.
Hi Justin, thank you. Glad to see this has helped you. DS
I like that if we ever encounter an issue, there's always a rep available to answer our questions. And if that Rep doesn't have the answer, it'll be researched with other coworkers or departments and get back with us.
Great to hear Norma thank you so much! JC
I have processed payroll for my company for the past 10 years, and ADP has been our payroll service during that time. We have consistently enhanced our product selection with ADP over those years, first by adding HRB and then consolidating HRB, Payroll and Time and Attendance with the WorkforceNow portal. At first, ADP provided good service. I could even enroll in training that was in person. That went away, replaced by virtual services and the e-learning application. Whenever we called, we would get someone very quickly to answer our questions and help us out. We added services like Essential ACA, Garnishment processing and more recently Performance Management. However, in recent years, the availability of customer service has waned. Hold times when you have an immediate issue are long - sometimes well over an hour long.
While most of our service requests have been handled appropriately, we have had some experiences that have been very disappointing. Open Enrollment support could be better. Last year we had a couple instances where we needed prior quarter docs adjusted and I still don't think things were done correctly. In the last several months, the time and attendance module seems to be problematic on payroll processing days with timecards failing to open or opening very slowly. I know this is long, but you did ask, so I am responding. I think generally, things could improve on the service front.
Hello Susan, thank you for providing your feedback to us. I have provided the details to our leaders. The associates are working as quickly as they can to help each client that calls in the best they can. Thanks again, DS.
Ryan was very helpful with setting up a new union deduction code, along with Ron from Reporting walking me through how to add it to an existing union deduction report. The last few days I have had to call ADP a number of times for different issues and every Client Support personnel has been extremely helpful.
Thank you for taking the time to provide feedback on our team! JC
ADP is not longer relevant for small companies. Their outline platforms are too complicated for the average small business owner to navigate and they no longer assign a dedicated customer team to help.
Hi Rebecca I am sorry to see this feedback. I have sent this to our Service Leaders to address for a quality review. JC
I am going to be short and sweet. ADP began as a payroll company and that is obvious all these years later. We were told that things like the compensation module were used by lots of companies so we implemented it and then no one knew how to use the module. We tried doing the implementation with the team and they barely knew how to use it and were testing things while we were watching. This was very frustrating. Also, the ability to use it in a sandbox environment is a must and we weren't able to do this. It can't be considered an HRIS like it wants to be without building out these products more.
Thank you for taking the time to provide your feedback. I have sent it to the Service Leaders to address. JC
I would like ADP to be able to separate the Employees, we have 2 businesses and the policies are different. I would like to be able to roll them out to only specific employees, I need to be able to pick and choose, who can see what Policies. The training due dates, I would like to be able to see an easier to read report, or even a report that show ALL of the past due trainings. Not just pop up once before they are due, and then they are gone.
Thank you for taking the time to provide your feedback Ashlee. I have sent it to our Service Leaders to review. JC
Since our dedicated service rep left the company, we don't seem to get any support at all. I have opened several cases through Service connect with no reply. One was submitted on 2/4 and I have escalated it twice, still with no response.
Hi Cheri, I have been told by your service leaders they have assigned a new account manager to you and that they have reached out to you and done an introduction. I do hope that helps :) Take care JC
When it involves simple activities such as recording punches, the ADP system is adequate. If there are problems, or assistance is needed, or a special report is needed, the system is very poor. It is difficult getting a response from account managers, reports that are created by ADP are either inaccessible, or do not function in concert with outside users. As an example, there was a federally required report that was created by ADP which could not interface with the federal site. The ADP user communication site (Bridge) was inundated with other clients complaining of the situation and stating that all the information had to be entered manually instead of a simple file import.
When ADP support was contacted, they expressed surprise that there was an issue, and gave the impression they had no idea about problems. Does no one from ADP monitor the communications within ADP's own portal? It took 3 people looking at the problem before one "low level" employee took a look and saw exactly where the problem seemed to be. They then at least took the time to work on the fault with in ADP's own data tables to see if the issue could be rectified. After working on the issue, we were at least able to see the results, but the file still could not be uploaded to the government site. Just this one example should sufficiently express client frustrations. If this was a free service, it would be tough to complain, but the return on investment doesn't come close to justifying the cost. Thank you.
Our team connected with Cyndi. I hope they were able to address the open items and concerns. JC
I don't feel there is enough payroll support. It is often hard to reach someone and there seems to be a lot of turnover which causes inconsistent or incorrect answers to questions. A live chat would be helpful.
Hi Jaclyn, Our team has been unable to connect with you so far. If you do need any help or would like to discuss your experience please do return the call/email and they will gladly assist. JC
No phone number for support. I need to know how to get a hold of ADP for WFN? I'm a new payroll processor and I don't have access to the Time, time & attendance. So I can't process hourly payroll. HELP.
I'm sorry for the frustration in reaching service. I've contacted your service team to reach out and establish contact and provide you with any contact information needed.
Thank you, NW- ADP Client Experience
I use ADP to onboard/hire new employees, to look up data, and for basic reports. New Hire data input screens don't flow as well as they could -- each entry feels choppy and separate, rather than a flow. My intuition is rarely right about where to find information. I understand that Bridge is supposed to have everything I need, but when I enter a search term, I don't get useable information.
Thank you for taking the time to respond. I would suggest next time you go out to the Bridge you ask for a Moderator who can help you with utilizing the Bridge. Take care
ADP is a robust platform that I have been using for more than 10 years and can be tailored to a business individual needs. Some of the modules are better than others but overall the system is a great platform to run HR and Payroll on.
Hello Raymond, We appreciate you taking the time to send us your review.Thank you, DS
It is extremely difficult to integrate FTP reports into other systems. Your processes are alarmingly length, difficult to navigate, and when you make changes on your own system you fail to check other systems that are integrated into the old system to see if you might create failure for existing processes that your customers might have.
Hi Steven thank you for the feedback. I have sent it to your Service Team to address options with you. JC
ADP Payroll Services Company Information
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- One ADP Boulevard
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- United States