
ADP Payroll Services
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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.
Pros & Cons
Pros
- Easy to use
- Mobile app
- Flexible options
Cons
- No free trials
- No pricing info without a quote
Bottom Line
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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Reviewed March 10, 2022
ADP is easy to use, and I love all of the portals ADP has. However, when we need assistance, it's hard to get ahold of someone because we don't have a designated account manager, and many times our issues are not resolved right away. When one person tries to fix something, another thing gets broken in the process and we end up spending hours on an issues that should've been fixed with a click of a button. This happens more often than not. Once customer service and knowledge of the platform is improved among ADP's employees, I would be happy to rate ADP 5 stars.

Thank you very much for your feedback, Katie. We appreciate it. DS
Reviewed March 10, 2022
Our payroll account manager and open enrollment specialist are both great to work with and they always help us out with any questions or issues that may arise. But sometimes when you talk to others from ADP you will get all different answers from them. So we wait for our account manager most of the times for their assistance. ADP website is great. But there tends to be a lot of lagging and screen errors at times. Some things don't make sense to me (like why we have to put in someone's job code and department in 4 different places on the employment profile). But for the most part it is easy to work with.

Thanks for taking the time to provide feedback Marie. Next time you are on with your account manager please ask them to have the lagging or errors looked at and hopefully get rid of that for you.JC
Reviewed March 10, 2022
I can honestly say ADP does an outstanding job helping me process payroll for a small company. When I need help they ALWAYS quickly get to the bottom of my issue. Highest praise for their support team.

Could not ask for better feedback Susan. Thank you for taking the time. JC
Reviewed March 10, 2022
When you have to wait on hold for hours at a time it is not okay. When I call in it is because I have an issue that cannot wait. Also need more employees who are more knowledgeable on the matter of payroll.

I am sorry to hear this and will pass along your feedback about your experience to the management team who oversees your account.
We appreciate your business and you taking the time to complete this review -
Christine / ADP Client Experience
Reviewed March 10, 2022
Worst implementation experience I have had and I have had six. The implementation team had turnover, the implementation was extended at least three times, the team did not understand our industry and our basic operational needs.

I am sorry to hear this and will pass along your feedback about your Implementation experience to the management team who oversees your account.
We appreciate your business and you taking the time to complete this review -
Christine / ADP Client Experience
Reviewed March 10, 2022
ADP is adequate for most transactions, data management, and overall security of employee data. I've learned to appreciate The Bridge and the resources available that consistently relay information which isn't always the case when calling support. If you call three different times, you may receive 3 different answers to your question.
Reporting and Analytics is getting much better, thank you for your improvements and adding the reports dashboard! Navigation is much easier though custom reporting has improved as much. I sometimes need to run new reports a number of times so I can see which data is pulling from where. If I need salary information, I often have to try different sources to ensure I build the correct reports. For example, "pay rate" might be located in different sections of the platform (employment, pay data, time position, pay statements, etc,). We use the home page to post announcements, documents, and links to make visiting the site more convenient. Building the home page is kind of fun though it seems antiquated in appearance and layout. Also, the document/file storage in "configuration" doesn't make it easy to find previous uploads.
Our employees don't use ADP for much more than updating their timecard or requesting time off. It would be terrific if the mobile app and the ADP platform were more similar in appearance and function. I love the mobile app and wish I could approve timecards through the app instead of only in the platform; for employees who travel, the mobile app could be a gamechanger when it comes to timecard/PTO approval, acknowledging new policies, viewing total rewards, etc. The training offered in Learn ADP is great. I wish I had more time to take advantage of all the modules. Keep them coming... I get to them some day! Customer support seems to have improved as well. I still find it easier to call than submit a support request through the portal. Overall, ADP is decent. And other platforms make it easier to get.

Hello Lizann, Appreciate you taking the time to provide your feedback to us. I passed along the infotmation you provided for review. Thank you, DS.
Reviewed March 10, 2022
Today is a perfect example of why doing business with ADP is so incredibly frustrating. Our Accounting Manager has been on the phone since 8:30am EST today with several different people from ADP trying to resolve an issue with ONE employee. She thought it was resolved but the call dropped and, when she called back, she had to start over again to explain the issue to yet another person. The new rep told her that what she had just spent hours trying to resolve was incorrect so they had to start over. Again. This is affecting our ability to submit payroll today...all because of an issue with one employee. How is that possible?!? There are other issues we have with ADP but no one has the ability to stay on the phone for multiple hours to resolve them. Your customer service needs some work!

Thank you for taking the time to leave a review. I'm very sorry for the frustration and your experience with our service. I've contacted our service leaders and asked them to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Thank you,
Christine / ADP Client Experience
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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!
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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.

Hi John
Our team connected with Cyndi. I hope they were able to address the open items and concerns. JC
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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
Reviewed March 10, 2022
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 Taylor I am sorry to see this. Would love to get this to our service leaders. If you could please send us a private response with your company code, region and company name/id I will have them reach out to address.
Reviewed March 10, 2022
Overall, ADP does a relatively good job with their Payroll and HRIS capabilities in Workforce Now. The areas where ADP is lagging compared to other competitors (i.e., Paycheck, Paycom, Paycor, Paylocity) has been their inability to get with the times for HR reporting, customer service, and Point of Sale integration. When it comes to HR Reporting, simple information like turnover rates, average length of service are not reports already made available by ADP. Rather you have to create a custom report or piece together several ADP reports to get the answers most HR professionals look for.
On the Customer Service front, it is incredibly annoying when you open one ticket that does not get resolved in one call. When you call back to get an update or to resolve a ticket the notes are incomplete and results in having to re-explain the ticket to the rep picking up where the call left off. It leads to additional time and frustration to clearly communicate the need or resolution to the ticket. Finally, lack of integration with Point of Sales systems like Toast or Aloha is a pain point for hospitality businesses who rely on these POS to process timekeeping and tips. Other HRIS/Payroll companies have this integration and is a major incentive to consider switching to these companies and leaving ADP. If this isn't changed in the future, I would not be surprised to see more hospitality industry business make the switch due to ease of payroll processing.

Hi Angela, thank you for your feedback. I would like to provide this information to the correct leaders. Please private message your company full name/location, ADP branch/code or IID. Thanks, DS.
Reviewed March 10, 2022
I have always been a fan of ADP. I prefer it over Workday (aka the "Beast"). I would give more stars but my tickets to support seem to go into a black hole. I have to follow-up regularly but they just sit in the queue. Ours is a new implementation so I think my tickets are fairly simple requests which leads me to believe there is just a huge backlog and not enough support team members.

Hi Ann,
Thank you for being a fan, we appreciate it. I'll ask a team leader to reivew your account and see if we can't close the loop on your open cases.
Kind Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
Processing Payroll with ADP is 100% better than both Paycom and Paylocity. Ability to process PayData Batches and Time/Time Off Batches before time makes processing payrolls less stressful and time to discover and correct potential issues before processing.

Thank you for the great feedback and for your time. Take care
Reviewed March 10, 2022
Our company has been using ADP for our Payroll and Benefit management (for approximately 75 employees) for 6 years now. Overall, I would recommend ADP to other potential clients. The platforms are frequently being upgraded and are always user-friendly (for both the employer and the employee). The custom reporting feature is extremely useful. We also like that we can complete many of the tasks (i.e., manual check) on our own, without having to contact ADP. The training offered by ADP is frequent and beneficial. The service request feature is helpful and timesaving for non-urgent issues. The Bridge is also a great resource to ask questions and find answers from other users with similar experiences. Overall, especially as compared to other payroll systems I have used, I believe ADP is a great value.

Hi Hilary, thank you so much for your review. Glad to see how well this has been working for you. DS.
Reviewed March 10, 2022
Functionality should be more advanced than it is at this time in many areas. I have used ADP in the past and it is 10 years later and I find the improvements made are still not up to where this needs to be.

Hi Kelly,
Thank you for your feedback. Currently we are working to change our processing platform and while it may not seem fast enough keeping it compliant and accurate is of the upmost importance to us. I'll share your feedback with our team.
Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
Our new Account Manager told us that the best way to reach her was to put a request in Service Connect. I have put in 2 requests on the Service Connect and I have not received any response. I am not getting a warm and fuzzy feeling about the change in Account Managers.

Hi Kristine, sorry to see the trpuble you're having connecting. Would love to get this to our service leaders. If you could please send us a private response with your company code, region and company name/id I will have them reach out to address. Thank you, DS.
Reviewed March 10, 2022
Customer support for HR functions is near impossible. Rep is more payroll versed and we get routed back to her when calling in for support. Your approvals, workflows and notifications do are confusing to set and do not have enough functionality to make them impactful. Best practice assistance is needed.

Hi Maria,
I appreciate you taking the time to share. I'll ask a team leader to review your account and have the right person reach out to see how we can help improve your experience.
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
I have had very bad experiences every time I call ADP support. It seems to me that the agents don't have the basic knowledge to answer my questions. They always had to put me on long holds (get connected with upper level support).

Hi Nina,
Thank you for sharing! Payroll is a very complex topic in general and while we provide comprehensive training to our reps, at times they may need to pull in the next tier of support. I will share your feedback with your Service team to see how we can improve your experience.
Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
We pay lots of money for ADP and where ADP fails is the smaller accounts not have an account rep. (not a sales person) who can help with things don't work and the random tech you get during a service call isn't getting it done.

Hi Terri, thank you for your feedback on our current service model. I have passed along your feedback. Thank you, DS.
Reviewed March 10, 2022
Very cumbersome to use. The same information is in several places that all need to be updated when changes are made. The system should have bridges built to change in one place which changes all of the fields needed to be changed.

Hello Lauri, thank you for provideing your feedback. I have passed the details along to the correct team. Thanks, DS.
Reviewed March 10, 2022
Customer Service is really lacking. Also, the time it takes to get projects done is way too long and too many people are dropping the ball on things and not getting back to you or closing out SR requests before they are completed. Extremely frustrating lately.

Hi Carmel,
Thank you for sharing your expereince. I'll ask a team leader to review your cases and reach out to see how we can close the loop.
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
The program platforms with ADP can be at times a bit of a challenge - The system will not keep the archived employees off the master control report - (I have asked for this to be looked at by the ADP IT Dept and see if this can be reformatted) - When the employees are archived and blocked on the main platform where you hire/rehire and term employees. The system is now adding in FLI and MLI to employees who are exempt from the WA FLI and MLI taxes on manual checks and is delaying the payroll preview and giving employee level errors. I called ADP and the ADP reps are very friendly and helpful - trying to figure out why this is happening. It appears to be mainly the programing that can get a bit frustrating when previewing the payroll.

Hello Donna, I would like to provide your feedback to the correct team within ADP. Please private message your company full name/location, ADP brnach/code or IID. Thank you, DS.
Reviewed March 10, 2022
I will call and ask a question, such as how do I save a pay data batch, and the person who is the support tells me I can't. So then I have to call back and go through the whole process again, so I get someone who can walk me through it. Customer support needs to be stronger. I recommend you have additional questions that identify the level of care. If it is something simple, a new employee can handle, if it is more difficult a senior employee can get.

Hi Katherine, appreciate you taking the time to provide your feedback to us. I have passed the details along to out leaders. DS.
Reviewed March 10, 2022
ADP is always able to help. The staff is very knowledgeable and professional. I only wish the wait time on the phone wasn't so long. It would be great to have more staff available to help so I am not on hold so long.

Hello Ellen, thank you so much for your review and valuable feedback. I appreciate it. DS.
Reviewed March 10, 2022
My company had an issue that generated within the ADP call center. Their response was that given we had processed a transaction, we were acknowledging the situation and became liable and responsible for the error. This required the executive team to jump on calls and request the matter corrected. We are very disappointed of the service and would not recommend the product.

Hello,
I'm sorry to hear that you had a difficult experience recently. If there are still have outstanding concerns with this event, please private message using this site and I'll be happy to have a team leader review them. We do appreciate you as a client and want to turn this experience around.
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
Awful! No access to the bridge or the larger area of expertise. Tied to one person or group that really has not stepped up and been helpful. I would rather get out of Comprehensive as it is not worth the money.

Hi Robin,
I'm sorry to hear that you are not happy with our Comp Services. Comprehensive offers many features and services above and beyond our standard platform. I'll share your feedback with your service team so they can review any new offerings or resources available to you within this platform.
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
ADP's "current period" is sometimes the actual current period, sometimes it's the past period, sometimes the future period. "Urgent messages" are never urgent. Messages about an error on a time sheet mean absolutely nothing to me. I don't have anyone who reports on a time sheet AND you won't let me see the error anyway. So what's the point of the notification? Lots of messages that I'm not authorized to see something or to get a report, but I'm the Executive Director, so I don't understand the necessity of all of the automated constraints. Why can't I get messages that are actually helpful, like for instance, "please review your subordinate's timesheets." A lot of the "you have a message" links just go in a circle, putting me back where I started without telling me what the message is. Overall, a very bad experience. A very, very badly designed system. Truthfully, I don't know how the others stand it.

Hi Thomas,
Thank you for providing feedback on your experience and I'm happy to have a Time and Attendance team leader review your concerns. I'll ask that they reach out to you directly to see what options are avaialable to you currently. We do value you as a client!
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
There is not enough space to outline my issues basically having silos impale the quality of service. I been waiting for an IS to work on a case that I have no visibility to. The Case I asked a CS rep to keep open until they reach out to me was closed. When I tried to reopen I did not have the access to do that.

Hi Daniel,
Thank you for sharing; I'm sorry you are still waiting to have a case worked on. Please private message me the case number and I'll ask for a team lead to review it so we can close the loop.
Kind Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
We thought that switching from ADP Run to ADP Workforce Now would be a "plus". Wrong. We thought that ADP was very supportive, but we aren't able to access the ADP Run data. Not cool! Why pay for an upgrade when in reality it's NOT. We LOVE ADP Workforce Now, but accessing ADP Run would be great.

Sorry to read of your disappointment. I will forward your review to the leadership team of your current ADP Service Center to ask them to verify that the old data truly isn't available or if they might be able to help.
Kind regards,
RP - ADP Client Experience
Reviewed March 10, 2022
Robust system with many pieces that a company can use to customize for their needs/size! Tons of assistance from their support staff as needed. Lots of ways to learn the system for new HR professionals as well!

Hi Jennifer this is great to see. Thank you for taking the time! JC
Reviewed March 10, 2022
We have been with ADP for our Payroll and Benefits since November of 2020. I have been doing payroll for a long time and have in fact used ADP in the past. I have to say that their Customer Service Model is horrible. I have only once in our time with them actually gotten our Customer Contact on the phone and have never received any timely responses from them. We have had tax filings missed and erroneously made that required many long hours of our time. (Even though we are paying them to be our service representative). We have had benefits miscalculated repeatedly. We have had payrolls deleted from their system and no longer have any access to them. We even had our W-2 forms sent out incorrectly and were told that if we wanted them fixed (not our error) we would have to pay. Sorry, but stay away at all costs.

Hi Mary,
I'm sorry to hear that our service is not fully meeting your expectations. I have asked a team member to review your concerns and reach out directly to you. We do appreciate you being our client and providing your feedback to us today.
Thank you,Pauline
ADP/Client Experience
Reviewed March 10, 2022
We, as an agency, are wanting to utilize ADP to best of our needs. We are looking for better support as we circumvent the ADP system. In recent months, there have been some road blocks in the system. We have had to "work around" or make manual fixes. Currently waiting on account manager to help us right size our time off policies.

Hi Rowan,
Thank you for taking the time to share your experience, I do appreciate it. I have escalated your request to our Service Center team who will reach out to you directly to help close the loop on your outstanding request.We appreciate you being our client!
Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
Having just moved to ADP Workforce now from a much more intuitive system (company decision) I'm baffled that this system isn't more user friendly. It honestly feels like I'm back learning DOS programming again. Having reporting in multiple locations? Why? The need to add columns with "special" actions for payroll - which without them - make payroll cumbersome and challenging especially for new clients. Not having the ability to create your own pay data codes, deduction codes make this system archaic. This system should be more user friendly and allow for independence for someone to make changes - but here we are - having to depend on a customer service representative to do what we the customer needs done.

Hi Reggie,
Thank you for sharing your thoughts with us. I'll pass your feedback along and we are always looking to improve our client experience.
Regards,Pauline
ADP/Client Experience
Reviewed March 10, 2022
Our payroll account rep is very timely in responding and knowledgeable. Implementation from Workforce Now to Workforce Manager was not as smooth as expected mostly due to our rep in charge of implementing Manager.

Hi Trisha, thank you so much for taking the time to provide us your review! DS.
Reviewed March 10, 2022
Customer service is not as good as in years past. The Service Connect is awful! I hate it! It is easy to be ignored using that and not a great way to communicate important matters to us like terminating our account! I have had so much trouble this past year getting the Tax Dept to file taxes and to the correct account numbers, etc., for a new company code (IE9). Then find out that ADP terminated one of our company codes (IJ2) and after we found out Jan 4th, it took eight weeks of begging to get the W-2s processed for us. Only two of the many people I spoke with took me serious and got things accomplished. They are Irmamay ** and Tearna **.
Basically, the only phone calls we get from ADP is to sell us a new product. No thanks! Someone should have called us before terminating our company IJ2 before the W2's were processed. They claim that two emails were sent but I did NOT get them and I stated before Service Connect is awful. How would someone know to go to Service Connect, choose a company that you think all is well and drill down into it for surprise information??? I really would not recommend ADP to anyone as it is now.

I'm sorry to read that you feel service has declined and the other concerns you reference. I will arrange for leader from your ADP Service Center to contact you to review your concerns and assist with any current service needs you may have currently.
Kind regards,
RP - ADP Client Experience
Reviewed March 10, 2022
Bloated WFN system changes from day to day. One result is that we can not document any process for our associates. Pls add date stamp on all documents in Bridge. Still need to beef up phone support--still stuck in 2020.

Your concerns have been heard. I will forward your review to the leadership team of your ADP service center. They will arrange for a service leader to contact you to hear your concerns and see if there's anything they can do to help.
Kind regards,
RP - ADP Client Experience
04/06/22 Update:
I have confirmation that a Service leader did connect with you regarding your concerns. I hope this improves your service experience going forward. Thank you for being our client.
Reviewed March 10, 2022
This has been literally the worst payroll provider experience ever. I wish there was an option for 0 stars, as that would be more accurate. From ADP’s customer service lack of knowledge to the sales reps over promising and under delivering, our time with ADP Workforce Now has been a nightmare. Even the implementation team representatives I have dealt with, whom you would think would know what they are doing, do not - instead referring me to customer service, who, you think again, know everything. They do not. Within the first 6 months of being on this platform, several times I stumped customer service with my issues, and at times I figured out the issue out before they did and filled them in on the fix. You're welcome. Also, it is awesome to hear crowing roosters in the background, as I'm trying to get my issues resolved.
I understand that outsourcing to other countries is a money saving avenue for ADP. But seriously, even though the Customer Service rep is speaking English - getting them to understand the issues is another matter entirely - comprehension would be needed in that case, which they obviously didn't score high on. Another joy is being told how many different browsers "ADP isn't really compatible with" which would be all of them - kudos to you ADP, as this is a web-based payroll service... The fix for this you ask? Just "clear your browser history and cache, that should do the trick" is what I am told for each and every issue I've ever had on the ADP Workforce Now portal. Really?!
ADP isn't the only web-based software our company utilizes, so it is aggravating and causes one to have to re-log into all of our other web-based software accounts, getting codes for logging back in, etc., etc. Question for you, why am I NOT having the same issues with these other web-based software companies (they seem to work, go figure, with all browsers) as I am with ADP. Finally, when I expressed my grievances and said that's it, we are taking our business elsewhere, I'm

I am very sorry to see your experience. I have sent this to your Service Leaders to have someone reach out to address. JC
Reviewed March 10, 2022
Overall, the functionality of ADP isn't the greatest. Reps are generally very helpful, but it is very time consuming to have to call every time there is an issue. Our implementation specialist did not provide the proper training, leaving us with questions that we do not have the knowledge (of ADP functionality) to ask. It would be extremely helpful if there were a specific account manager for certain companies.

Hi Sherri I am sorry to hear of your experience. I have sent your concerns to your Service Leaders so they can reach out and address. JC
Reviewed March 10, 2022
Laura ** is great. She responds quickly. If she doesn't have an answer, she knows how to get the answer for me. A great go between with the report team. She understands our unique industry and know what we need to function properly.

Great to hear Susan thank you for taking the time. We will let Laura know :) Take Care
Reviewed March 10, 2022
I'm overall very happy with ADP WFN. My only complaint is I wish ADP would stop implementing changes that create more work for Admins. Needing to have a passcode sent to an Admin to download reports is ridiculous.

Thank you for the feedback. We have sent to our product teams to review. Take care
Reviewed March 10, 2022
I would personally like to email or a direct line/extension to one person. That way there is a paper trail. It is inconvenient/hard to print the Connect Now out and it can't be saved to a file. Calling support -could be on hold too long.

Thank you so much time for your suggestions. We will ensure they get to the right folks here at ADP.
Christine / ADP Client Experience
Reviewed March 10, 2022
No service at all, we need real answers, incomplete reference, changes not done, missing file upload. At times no response from any of your team, support website is general information, learning site recombine.

I would be happy to have your Account Manager connect with you, to review your concerns and resolve any open issues.
We appreciate your feedback,
Christine / ADP Client Experience
Reviewed March 10, 2022
I have used multiple HR systems (Workday, Kronos, People Soft Oracle) and find ADP Workforce Now to be my top preference. The system is user friendly, with so many built in resources, from the Bridge, to all of the Learning Bytes, etc.

Hi Megan, Thank you so much for your review! DS.
Reviewed March 10, 2022
ADP is very user friendly. Easy to locate documents and time off request are simplified. Way better than the old fashion time cards. Grateful for this service and the HR department who assist. Thank you!

That's great to hear Nancy Thank you!
Reviewed March 10, 2022
Response, phone, hold time is very long. System runs very slow, windows slide, slow system down. PTO policies are not friendly to set up. New plan set up to move unenroll/new plan are not a clean implementation.

Jessica, Thank you for taking the time to reach out to us. I will be sure to pass along your feedback to you Service team. Thank you, Christine/ADP Client Experience
Reviewed March 10, 2022
The wait time for issues to be resolved is too long. Also calling the phone line, the wait has been upwards of 45 minutes. Going through support, the case does not get looked at for 24 hours. This is very difficult when some issues need to be resolved immediately.

Hi Laurie, so sorry to see the trouble you're having. Please send us a message with your company full name/location, ADP branch/code or IID. I would like to provide your details to our service leaders. Thanks, DS.
Reviewed March 10, 2022
It would be nice to have one account person to handle your payroll needs instead of a different person each time you call in. The overall experience is okay but some of the changes are not going well. The taxes are being paid late although there is a message stating it is COVID related. Most employees are working remotely so there should not be any issue remoting in and doing what is necessary to keep things timely. We are being charged penalties and interest!

Connie, Thank you for taking the time to provide us with this feedback. I am going to ask a member of your Service team to check in with you on the tax issues you reference, to make sure they are being addressed. Thank you, Christine/ADP Client Experience
Reviewed March 10, 2022
Payroll and HR staff continue to identify slow response times, inaccurate information, and changing ADP reps as barriers. Service Connect is an awful tool (but an excellent roadblock) to communication and service.

Hello Greg,
Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our service. I've sent this off to our service leaders to look into and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I do not feel like ADP as a whole runs smoothly. I think that they do some things fine, but overall ADP is complicated. It seems like most of the time when I call in for support, the representative that I speak to doesn't know how to fix my issue themselves and I'm always asked to hold on for 3-5 minutes while they research the issue. Another big frustration I have is that when I call in with a time card/pay code question, I always used to call time and attendance and was always getting transferred to payroll. So I've started calling payroll instead, and now for similar questions, and I'm transferred back to time and attendance. Most recently when this happened, I told the payroll rep that I'm tired of always being transferred and that every time I call in for a pay code issue that time and attendance always transfers me back to payroll, and the representative just told me "of course they do."
Another issue I have is there seems to be lots of "glitches" in the ADP system. I've learned that ADP is most likely doing yet another upgrade that is just going to be more confusing. My employees email me to say they are having issues with time cards, PTO, document cloud, etc. And I spend hours on the phone with ADP just to learn that it's a "glitch" and they are upgrading the system. It's frustrating and a waste of my time. It just does not seem that ease of use and customer service are top priority for the customers. ADP needs to become more customer focused and more user friendly.

Katie,
Thank you for taking the time to reach out to us. I will escalate these concerns to the management team who oversees the servicing of your account and ask that they review your challenges with getting through for support. It is my sincere hope that in doing so, we can make progress in turning this around for you.
Thank you,Christine / ADP Client Experience
Reviewed March 10, 2022
We have been active customer for nearly 7 years and frankly I'm shocked at the level of problems we still have with the system/service. Hard to understand how ADP became an industry leader. Our implementation didn't go well (ADP team ill prepared for our complexity), to ongoing challenges with data integrity, benefits admin and limited flexibility within the system lead to a very poor view of ADP within our organization. Contacts within ADP change constantly and every time you start to turn the corner we have a reset of the ADP team. Frankly if it were not for other more pressing business needs, we would be looking for another payroll/benefits system. I was told by an ADP rep about 3 years ago that he would fix our issues and make me a referenceable customer. Long way before that happens...

I am very sorry to hear about your experience. Let me escalate these concerns to the management team who oversees the servicing of your account. I will ask that they reach out to you to discuss. It is my sincere hope that in doing so, we can make progress in turning this around for you. I appreciate you taking the time to provide this feedback.
Thank you, Christine / ADP - Client Experience
Reviewed March 10, 2022
MR Output very difficult to get completed for our company with a vendor, no one seems to know what to do to to get this completed. The necessary attitude to get this completed is not happening at the ADP level.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our service. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
Overall, ADP is great, but I have had some bad experiences with open cases for assistance. I don't feel like I get the support I should be getting unless I upgrade my service level and buy more. I wait and wait and wait some more for answers. The level of service is not good.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our support. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
My experience with ADP has been great. My account rep is extremely knowledgeable and helpful. ADP meets all of our payroll needs and more. Any type of government reporting that is required ADP has it covered and is familiar with regulations. They make payroll easy.

Easy is what we aim for Lori. Thanks for taking the time! JC
Reviewed March 10, 2022
Trying to set up reports are too challenging, even after participating in the trainings. I would like to create a report regarding our job requisitions, but that is not an option. Other reports are hard to create, because there are so many filters, many that are the same or similar it is very confusing.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our features and reports. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
Customer Service is slow, lacks knowledge, not accessible. Tax Service is unreliable and unresponsive. Still dealing with 4th Q 2020! Problems persist for weeks and months. System of Service Requests does not work well at all. Continue to be unhappy with ADP.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our support. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I have grown very annoyed lately. My request to have 2 NQCP, called NQCP401KRefund/NQCPNJ401KRefund (taxation of a 409A plan) deductions, this request took 3 Reps to look at and they are still not working. Everyone seems to know something different, even so, the setup is not done correctly. In my last payroll run, the result of these codes pulled the employee's regular NQCP contribution amount and puts in the these new codes. I almost missed sending my payroll on time due to this problem and the Holiday deadline. These deductions are still not fixed until today. Another issue I had encountered was turning the YTD amount on for a couple of pre-tax deductions (Dental Pre & Vision Pre) so they show on the pay statement, it took a couple of pays to get them to show on the pay statement. I would think this is a simple feature request to turn on.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with your deductions and our support. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
The system is using old tech in modern times. There are lot of manual entries which causes errors and still using mainframe for calculations and holding information which makes for more errors. Reporting system is not updated and sometimes difficult to maneuver. Time clock system also is antiquated.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our system. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
For the most part, ADP Services work as intended. On multiple occasions, I've run into an issue that cannot be resolved by ADP Support and have found complaints in ADP Bridge about the same issue that were posted years prior. It's clear that ADP does a poor job of acting on the feedback they solicit. I've submitted countless product feedback forms and have never received a follow up. ADP's online support function serves essentially to schedule a phone call, which is inconvenient and inequitable to customers. Additionally, ADP's support procedure is to close online support tickets two days after response - no matter if it's a weekday or weekend or if it took ADP support 7 days or more to contact you after the initial submission. In short, the software delivers and the support function disappoints.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our support and the lack of response. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I have been using ADP for over 10 years now and it has really been better. Although the wait times can be somewhat ridiculous I do appreciate the CSR's that have really taken an active role in making calls into ADP not so painful. They are kind, patient and courteous. Thank you very much! And we won't be leaving anytime soon!

Could not ask for better feedback Gina thank you!
Reviewed March 10, 2022
Have to spend two much time on hold while your rep gets answers to my questions. Also, we have had problems with the tax department in not resolving issues with the taxes that you file. I have been the one taking care of it. Have found problems with your reports not pulling correctly.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our support. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
On 2/22/22 I was on hold all day to get the mileage fixed it was a mess this is the second time this happen the only person that really helps is Lois ** I give her a ten but everyone else a one. The vacation time and sick time doesn't accrual work on some people, I have to keep a spreadsheet and adjust times each pay period.
Reviewed March 10, 2022
My biggest issue with ADP is the files and history and only allowing a rehire rather than a whole new file for a former employee that is coming back. It would be much easier to have the person rehired fully as a new hire so the new history is kept separate from the old. I have countless issues with trying to have the HIRE DATE reflect the new date accurately, rather than original. This impacts benefits, etc. System should allow you to hire the employee as a fully new hire and not connected to the old file.

Thank you for taking the time to leave a review. I'm sorry to hear about this issue with our features. I've relayed your message to our service leaders to look into it and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I think ADP should pay more attention to the updates for companies who have eTime as a standalone product rather than combined with WFN. I no longer get notification of files to export to eTime. There was no notification of the change, multiple support requests were closed without any reason why, even our account manager had no idea what was going on. Turns out I just found out yesterday on a support call that this feature went away with the last upgrade so now I just have to run an export file every now and then to see if there are any changes HR did that pull through to payroll.

Hi Lesley, thank you very much for providing your feedback to us. Thanks, DS.
Reviewed March 10, 2022
The individual account manager is great, the service team is lacking and the wait times to get assistance unless you call or chat is ridiculous. ADP encourages you to send a case, but will have to wait up to 10 days for first level response. Very disappointing for a company of this size.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our service and case responses time. I've relayed your message to a service leader to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I am a new user on both the employee and employer side to ADP. The technology is so easy to use on both sides. As an employee changing your taxes and/or direct deposit is so easy breezy. On the employer side it is so easy to use and so many tools available to use it's just too good to be true.

That is great to hear Philip thank you!
Reviewed March 10, 2022
My experience with ADP over the last 5 years has been good overall. But 2 issues have risen recently dampening my enthusiasm. 1) Please DO NOT revamp the Quick Calc & Manual Check formats. Their not broke so don't "fix" them. 2) After an ADP "enhancement" (in early 2021) our ADP users found they could longer run payroll registers during payroll processing for ONLY their business units. They can now see our whole company. This has caused us to have to completely block their view. Now our Controller has the burden of having to run a register after each Preview during p/r processing, divide it up by business unit, and email to each individual user (see Case # **). Thank you for your time & consideration. Rick, Company 1WM Region 30

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our features. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
My main concern is with the website. I am getting a "wait" message way too often. It gives the option of waiting until the website is responding again or to exit. It is disconcerting when trying to run payroll and reports.

Hello Sandy,
Sorry to hear you're running into this Sandy. I've contacted our Service and Tech to team look into this and reach out and see how we can assist.
NW-ADP Client Experience
Reviewed March 10, 2022
The newish ADP Billing feature would be a lot more useful if it sent a notification letting users know when a new bill has posted especially since the due dates don't give much leeway. Being able to see the bills and when payment has been posted is a good feature.
Reviewed March 10, 2022
I like ADP. It's easy to use, easy to find what I'm looking for and to enter data that needs to be entered. It could be a little easier in some areas though such as being able to enter a whole class of participants at once rather than having to enter each person's classes one by one. It would also be nice if I didn't have to enter certification classes both as certification as well as training classes.

Hi Chris, thank you fo much for your review and feedback. We appreciate it. DS.
Reviewed March 10, 2022
Why can other programs allow you to choose a set of defaults that apply to you but not everyone else, example QuickBooks. Why do you have to check every paycheck stub you need to look at instead of selecting the first one, then scroll to the last one, hold down the shift key and select the last one, example Excel. This would save time and be more accurate. What is the point of selecting a date range for the Time Off report, when you get adjustments that happened a year ago. This is a waste of paper when printing the report along with a bunch of useless info you need to wade through to get what you really need. One last issue for now, why are some fields set up where we have to use the mouse to fill in, it is quicker to type the 2 letter state abbreviation than to use the mouse, click on the little box, scroll down to the bottom and select the state.
These are some ongoing/daily issues I have with deal with in ADP. I thought I would start out with the simple stuff first. Once you get them straight, you will earn the 1 star rating I gave you, I couldn't go lower and 0 stars is not an option. After you complete these items, maybe you can explain to me why when you multiply the same 2 numbers you get a different answer. Thank you for your time, and if this goes like my other comments, thank you for wasting my time.
Sue

Thank you for taking the time to leave a review. I'm sorry to hear about this issue with our features. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I have had a pretty good experience with ADP. All customer support representatives that I have spoken with have been very nice and helpful! All the modules within ADP that I use have worked well. The only thing I wish ADP had, without additional costs, was a dedicated support team. I feel that speaking with the same small group of people would be more beneficial. Thank you.

Hello Elisa, thank you for your review and feedback. We appreciate it. DS.
Reviewed March 10, 2022
ADP is easy to use and the design is clean and organized. There are areas for improvement, such as creating sections to push out notifications for pending PTO requests the way you can do from the pay cycle screen for timecard reminders. That would be lovely and would support the flow of timecards in batches and PTO. Overall, I love working with ADP it is very well designed. The support staff and team are also super helpful.

Hello, thank you so much for your review and feedback. DS.
Reviewed March 10, 2022
I submit issues through the support platform on ADP but it sometimes takes weeks if not months before I get a response. Some things are "In progress" but never move on from there. I have asked to have a school district code added but this employee has now gone weeks without their proper tax deductions.

Thank you for taking the time to leave a review. I'm sorry to hear about your experience with our support. I've relayed your message to our service leaders to look into this and reach out.
NW-ADP Client Experience
Reviewed March 10, 2022
I had multiple corrections to complete on one employee which required a few steps for each and I worked with Mikayla ** who was awesome to work with - she assisted me through the entire process which lasted over 2 hours on the phone and screen sharing. She made the experience pleasant with her attitude and willingness to help.. Thank you to Mikayla again :)

Hi Jennifer I will be sure to let her know. Thanks for providing such great feedback. JC
Reviewed March 10, 2022
I like plenty of things about ADP but customer service is terrible. Trying to get someone on the phone can take hours and oftentimes the connections are brutal. I think this may be because people are WFH and using their cell phones or are in other countries. Terrible and beyond frustrating. To add insult to injury, the help when you can get it is often hit or miss. Some service people are great while many are awful. For a big company I don't get it! Please do better.

Thank you for taking the time to leave a review. We value your feedback. I'm asking a service leader to look into this and reach out and connect with you to hear any extra details and see where we might be able to improve.
NW-ADP Client Experience
Reviewed March 10, 2022
Good service even during the Covid Shutdowns. Worked with some lovely people and got great assistance. Please stop upgrading so often. Things that work well for Administrator's keep getting removed for an EE better looking APP, in the end we do 90% of the work with the software. Please keep us in mind with all the numerous upgrades. Thanks for a great team!

I'm glad to hear that things are mostly great. I do understand that frequent upgrades can be challenging. I certainly feel that way on some of the products I use outside of ADP. I will forward your feedback.
Thank you for being our client,
RP - ADP Client Experience
Reviewed March 10, 2022
An Upgrade would be helpful in the ACA Reporting. If you could tweak the system to be more customized to the employer's needs, it would save a lot of time and confusion. Response time has greatly improved this past year and the advance notification of system changes is appreciated. I feel I have a good working relationship with my Account Representative - Auspria **.

Thank you so much for your review and feedback, Carol. DS.
Reviewed March 10, 2022
Needs to be easier to access the employees. And a drop down list would be much easier, that way once approved they are done. Instead I spend more time doing payroll on my end, and wasting paper as I am making notes and backtracking. I like a few features versus other companies, but I should not have to lose my own time.

Thank you for your feedback. I can arrange for a leader from your ADP Service to contact you to discuss your concerns. To do, I'd need to identify your company in our database, so I can get the correct ADP Service Center involved. I'm unable to find you customer information with the data provided on this review. I will send a private message via this site requesting more information.
Kind regards,
RP - ADP Client Experience
Reviewed March 10, 2022
Wait times are outrageous. Assignment of and Response time to a support ticket is too long. Good service is spotty. Not everyone is well trained. It depends on the time of day you are calling. Sometimes after a long wait I can't understand the person I am speaking with which is very frustrating.

Sorry to read of these challenges. I will forward this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you, hear your concerns, and see how they can help now.
Kind regards,
RP – ADP Client Experience
03/25/22 Update:
I have confirmation that a service leader did reach out to you. We hope that you feel heard and thank you for being our client.
Reviewed March 10, 2022
The person who helped me was very knowledgeable and showed me where to find everything he was referring to. It was successful interaction and since we are relatively new users I will gladly reach out again if needed.

Hello Selina, thank you so much for your review! DS.
Reviewed March 10, 2022
I love having the consistency and communications I can have with staff and potentially new hires. I appreciate the hard work and dedication ADP has put into this platform. ADP gives me a chance to communicate with employees at anytime!

That's great to hear Thank you for taking the time to let us know.JC
Reviewed March 10, 2022
ADP is constantly upgrading the system too many times. You keep moving ** around and we can't find it. It is very annoying and when you call ADP, wait on hold for over an hour, the staff can't find ** either! I would not recommend your company to my worst enemy. Please do not call me, as I will not add anything more to the ADP system. I don't like ADP, and there are others like me that will not be so forthright to tell you!

I'm sorry to hear of your challenges. I have reviewed your comments. Since you've asked not to be contacted, I will not arrange for a service leader to contact you, but can ask them to see what they can learn for improvement from your feedback.
Kind regards,
RP - ADP
Reviewed March 10, 2022
The ADP interface generally is very admin friendly, however, the app is difficult for employees and has very limited capability. Reporting can be somewhat difficult to customize. I sent a document out to all of my folks to sign and can't figure out how to pull a report to see who hasn't completed it yet. The bridge doesn't have a clear answer. Also - generally support is very quick to respond, however, I posed a question about a tax and the ticket was closed without answering the question. Overall - I have recommended ADP and will continue to do so, but there is definite room for improvement.

Hi Lydia, I would be happy to have this reviewed further. Please message your company full name/location, ADP branch/code or IID. Thanks, DS.
Reviewed March 10, 2022
I have used ADP WFN and time/attendance systems with my prior employer and my current employer. Unfortunately, my experience using ADP systems and support has not been positive. There are so many system issues, latency, and delays. poor communication from ADP support staff - primarily time and attendance.

Hello Debra, thank you fo much for your feedback on our programs. I have provided your feedback to the correct team. Thank you, DS.
Reviewed March 10, 2022
ADP is very robust, but with that comes challenges. For example, certain reports or functions are more complicated than they need to be. There are some fields that are controlled that do not give employers the flexibility needed. When in need of assistance, ADP employees don't respond quickly and sometimes not at all. I've had cases closed without my consultation. One of my cases completely disappeared from their support portal, and I'm not getting help to re-open.

Thank you for your feedback. I will forward this to the leadership team of your ADP Service Center. In turn, they can forward your suggestions to our developers. I will also ask them to contact you regarding the disappearing case.
Kind regards,
RP - ADP Client Experience
Reviewed March 10, 2022
I gave a 3 star because Support has declined in the past 6 months. Our account manager left in December and as of February 2022 we've still not been assigned to a new one. Long phone wait times, or unable to reach a support person is another fail.

I'm sorry to hear of these challenges. I will forward this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you, hear your concerns, and see how they can help now.
Kind regards,
RP – ADP Client Experience
03/25/22 Update:
I have confirmation that a service leader did connect with you and you now have or will soon have an Account Manager. I hope this improves your service experience with ADP.
Reviewed March 10, 2022
ADP is a perfectly good tool for Payroll processing. I have no real complaints with the Payroll side of things. The other areas of ADP fall short. Benefits processing is ok but it could be better. HRIS is lacking, you used to be able to report on effective dates of specific changes but ADP removed that for some unfathomable reason.
Performance is awful. I don't know who designed and signed off on the current performance system but ADP has actively removed functionality and made it less customizable over the years. Need a review length that isn't 1 year for someone who isn't a new hire? Sorry can't be done. Need to delete a review that was assigned accidentally? Sorry, the system bugs half the time and the review gets stuck, expect 2-4 weeks before ADP responds to the ticket. Need to assign a separation form for an employee who termed? Sorry, reviews can only be assigned to active/leave employees. Want to schedule a reminder for employees to acknowledge the review? Sorry, you can only schedule reminders up until the due date. It is utterly baffling how terrible the Performance system is.

Thank you for your feedback. I have forwarded this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you to hear your concerns. They might also have some suggestions to help use of these products smoother for you.
Kind regards,
RP – ADP Client Experience
Reviewed March 10, 2022
ADP is the giant in HRIS and Payroll systems. However, ADP needs to do a better job of providing technical support for issues. In my experience, our company has to make several calls, create several tickets and escalate cases to finally get technical issues resolved. Further, ADP should better prepare integration teams for clients who would like to integrate WFN with ADP's global solutions; it's not a good process currently.

I'm sorry to hear of these challenges. I will forward this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you, hear your concerns, and see how they can help now.
Kind regards,
RP – ADP Client Experience
03/25/22 Update:
I have confirmation that a service leader did connect with you and that you have established regular conference calls. I hope this improves your client experience.
Reviewed March 10, 2022
I feel like the website is almost TOO robust and unnecessarily complicated. I have spent hours and hours trying to find a simple report and there are so many reports available but nothing that clearly explains how to get the report to show what I need. Search bar barely helps. I just wish it was easier and faster to find what I need.

Thank you for your feedback. I'm sorry to hear that you find the website to be a bit much. I will forward your feedback to your ADP Service Center so they can share with developers.
Kind regards,
RP - ADP Client Experience
Reviewed March 10, 2022
I am very disappointed that this was not corrected, with the only suggestion being that of our company having to change our whole system to accommodate a correction. It seems to me that a programmer would be able to take regular hours and transfer it to the paystub, without adding an OT number to it.

I’m sorry to hear of your disappointment. I have forwarded this review to the senior leadership team of your ADP Service Center. They have reviewed the case and will arrange for a service leader to contact you, hear your concerns and see how they can help now.
Kind regards,
RP – ADP Client Experience
03/24/22 Update:
I have confirmation that a Service Leader did contact you to review this concern. They have confirmed that the information you were told was accurate and we're sorry to learn that you're disappointed that your payroll platform cannot exactly accommodate your request at this time.
Reviewed March 10, 2022
I love ADP! It makes my job so much simpler. However, I do wish there was an easier, faster way to solve a problem. There have been times I've called for assistance and I got passed around from area to area. Otherwise, no complaints.

Thank you for the feedback Tiffnie. I have provided it to our service leaders to review. jc
Reviewed March 10, 2022
My experience with ADP varies widely. Sometimes I get someone that is very knowledgeable and helpful when calling. Calling wait times are so long, average 1 hour then put on hold multiple times after getting someone, I am sure it is hard to get employees to work in a stressful situation like that customer service when the clients are in a hurry and need answers quickly. It would be nice if answers were more complete or easier to find in the Bridge, most of the time the answers are not even close to what I am asking. It would be nice to be able to set up templates for timecards as straight hours instead of by times. i.e. 4 hours to code 102 and 4 hours to code 105.

Thank you for your feedback. We have seen recent improvement in hold times, but I realize that doesn't discount how challenging it has been. I'm going to arrange for a leader from your ADP Service Center to contact you to listen to your concerns and see if there's anything they can help you with now.
Kind regards,
RP - ADP Client Experience
03/25/22 Update:
I have confirmation that a service leader attempted to contact you three times. If you would like to speak to that leader, please follow up at your convenience. We will cease proactive outreach at this time. We thank you for being our client.
Reviewed March 10, 2022
Our company switched over to ADP a few years ago after using other payroll processing companies. ADP's workforce now is simple to use and the team that set up the system was very helpful teaching our company the benefits of their software. Our first payroll ran without a hitch and for the past 2 years we have had no issues that customer support could not resolve. I look forward to continued service with ADP

Hello Jose, thank you so much for your review. We appreciate it. DS.
Reviewed March 10, 2022
I dedicated a lot of time and energy to implementing the ADP payroll and time and attendance. It was extremely frustrating, hard to follow, and at times, I was working with people that were not properly trained or educated on the system. It was horrible.

Hi Ashley,
I'm sorry to hear that this has been so difficult for you. I have forwarded this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you, hear your concerns and see how they can help now.Kind regards,
RP – ADP Client Experience
Reviewed March 10, 2022
I have had many tickets that were just left for me to continue calling in order to get help. After implementation you get lost in the shuffle and no one appears to care. Elizabeth ** is the only helpful person I have worked with thus far. The performance system is a bit old and needs a refresh in how reports print or download. The permissions section is super clunky and can't be figured out by a laymen using the system. I wouldn't recommend this to anyone!

I’m sorry to hear of these challenges. I have forwarded this review to the senior leadership team of your ADP Service Center. They will arrange for a service leader to contact you, hear your concerns, and see how they can help now.
Also, thanks for recognizing Elizabeth. One person who really cares can make a big difference.
Kind regards,
RP – ADP Client Experience
Reviewed March 10, 2022
Horrible customer service and response time and would like to give "0" star. When a call is placed to Tax Department, they tell you to upload notice in SmartCompliance. Have a notice been in review since 12/07/21. When a ticket is created in Service Connect, no one responds, have to call back every 2 days and keep escalating the ticket.