After processing two payrolls erroneously, one ADP client service rep said he would credit my bank account for $1,300 in taxes and fees that were erroneously debited. When it didn't happen after one week, another ADP client service rep refused to refund any fees from my bank account, due to their errors, because I was not given and did not write down a case number. ADPs records did not include my phone conversation with the first rep.
The second rep then refused to give me their address or the name of the general manager. Since when is it a secret to know who's managing an important business service for you?!?
While they send client satisfaction surveys and call you to discuss bad ratings, there has never been follow-through to implement promises such what I was offered to make up for errors (a delivery fee credit and two free payrolls.)
If you use ADP payroll and tax filing service, be prepared for errors, miscommunication, extra processing costs, and un-user-friendly client service practices. You are unlikely to speak with the same client service rep twice, thus there is no accountability for quality work or complete communication. One rep says "A", the next says "B", then the next one says they don't know anything about the prior reps' conversations.
It's very time-consuming to get through to ADP by phone. You are not allowed to send faxes or emails. I've been a client for 3 years and tolerated occasional mistakes. But this is too much.
I don't know what happened to ADP. They used to be highly focused on customer satisfaction and excellent service. Now it seems employees don't have a chance to serve clients properly due to the policies and faulty customer database that management has given them. Too bad, because ADP is still the largest competitor in the field. I've moved on to Wells Fargo Payroll.
0 comments