Client Reviews on ADP Lenexa
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Customer service isn’t helpful at all. Said they can’t send my card through express shipping but they messed up my new card that came in today and they said another card will be here tomorrow which means they can send it through express shipping. Liars and the worst money service I’ve had to deal with.
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If I could rate ADP any lower, I would. They have continuously processed payroll taxes incorrectly, promising they'll fix it. Meanwhile, I'm being charged fees for their incompetence. I would suggest using ANYONE but ADP.
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I worked for ADP for 9 years and was devastated to be let go 3 years ago. I was a Client Support Specialist III (customer service) and the training was rigorous.We had 90 days of classroom, virtual and self paced training. Then after that, we had 2 years to pass 3 additional payroll tests that ranged from 4 hours to 8 hours in length. There were some question and answer, some multiple choice and the rest were live actions on our test companies. Every associate was given a test company in training that was yours forever. I used mine until the day I left. If I was even remotely unsure of something, I would apply those changes to my test company and run it to see the results before I would make it active and live for an actual client.Payroll is such a robust field that they warned us that they could never train us for every question or scenario we would run across while talking to clients. And they were exactly right. I would say (on average) I ran into a new issue or scenario 3-5 times per month during my entire tenure there. However, our Service Support Specialists (the tier above customer service that assisted us) was top notch. Many of them had been there for 20+ years. If we didn't know, they would. And if they didn't, they would research diligently to find out for us.The products are also amazing. Are there kinks or bugs or things that make you scratch your head and say "is this really the ONLY way to do that" or "that really CAN'T be done" of course. There's always a learning curve. But the good news is that new releases and fixes are being launched near constantly. But their technology is cutting-edge and ever-changing. These are simply just growing pains that should be expected.I can refute the statement that ADP does not care about their employees. They took awesome care of us. The pay is FANTASTIC (I was making the same, if not a little more, than my friends with college degrees), we had an INSANE amount of time off (I left after 9 years with 3 weeks of vacation (that would have gone up to 4 weeks on the next year on my 10th anniversary), a week of personal and a week of sick, our insurance was market average for cost (and during the 2008 recession when they had to forego raises for everyone, they paid for our increase in insurance costs so we would literally not see a decline in our take home pay) and they have an awesome FMLA/leave policy (24 paid occurrences per year, then you had the option to take that time without pay unlike other companies that force you to use your PTO).The one complaint I can agree with is customer service. However, when you call in, you may be getting someone fresh out of training or you may be getting a "lifer," a person that has been there for decades and has seen and done it all. The help is there. The Service Support Specialists, endless (and I do mean ENDLESS) guides on just about anything under the ADP sun and 3 websites to go to for answers -- one was client facing documentation (how-to's, FAQ's), one was for internal use (for all 11 of their systems) and then there was the end-all-be-all "Google" of ADP. It was a website with endless menus and sub-menus and a search bar that you would use like Google. You could type any keywords in there and it would return pages of search results sorted by relevance and would link you to all of the above.For those of you with legitimate concerns like consistent incorrect answers, ask to speak with a manager. That is what they call a coaching opportunity for the associate. If no one says anything, these horrible habits cannot be broken and incorrect information is spewed time and time again to Lord only knows how many clients. Even after 9 years there, I still got coaching opportunities. My manager was great. He literally be like "Levi, dude, what happened here?" And then they would pull that recorded call and wed' go over it to see where things went off track or where I minorly or massively screwed up, then I'd have a huddle with a subject matter expert and I could be educated on what I did wrong so it wouldn't happen again.
Feedback:
I hired ADP to help with processing payroll and assist in tax filings. Although they began by issuing 3 weeks of bad checks (check numbers previously used) that led to extremely unhappy employees, that is not how they earned this review. This review was earned by both their incompetence and negligence in tax filings. After receiving a notice from the IRS that a different company changed their address to my address I called the IRS. The IRS agent dug through all she could on her computer and told me I need to contact my payroll provider as they obviously have made some errors. She continued to tell me to double check my taxes were filed as I was utmately responsible for tax filings. This put me on high alert and I informed ADP of the notice, the call with the IRS, and they were adamant the other company was not a client of theirs and there was not any issues with my taxes or information that they filed on my behalf. I continued to get additional notices from multiple agencies and asked ADP for proof that my taxes were filed. I had to make multiple requests and finally received an email with attachments and a statement “here is your proof”. Their attachments clearly showed they filed taxes using their other client’s EIN (the same company they stated was not a client of theirs). When I pointed this out to them they said they would take care of it and get back to me. Their initial call they stated they would file 4 admendments on my behalf at a cost of $200.00 ea. I told them I am not responsible for the costs and after a myself making another call they agreed to waive the fees. They did not file 4 admendments. I continued to receive notices from the IRS as well as local angencies with interest and penalties piling up. I made many many calls to ADP about theses notices. I clearly explained that I could not renew my business license until I was in good standing with the city. ADP assured me my local taxes were filed correctly. They were not. Same thing....wrong EIN. Several months later they are just now adknowledging they need to file admendments for the local agencies. I have zero faith they will do so.
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This place will hire any junkie off the streets to work for them Jennifer Donley a known Child abuser and neglect mother who's homeless aderrall and meth addict. Don't do business with a company who doesn't screen employesss
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Terrible customer service! Doesn't care one bit about you as a customer. I feel sorry for their customer service people-some are really nice. You can tell ADP doesn't care about their employees, much less their customers.
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ADP has really taken the burden off of my shoulders with payroll and HR in my small business. You will have wished you'd found them years ago! They have a staff member assigned to your business so that communication is effortless. Excellent service and product.
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