ADP Payroll Services

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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?

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.

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.

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.

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.

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.

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.

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!

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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 **.

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.

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.

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.

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.

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.

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.

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 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.

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!

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.

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.

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!

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.

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."

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...

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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 :)

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.

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!

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 **.

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.

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.

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.

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!

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!

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.

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.

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.

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.

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.

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 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.

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 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.

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.

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

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.

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!

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.