Craig Gouker Roofing & Home Improvements

In order to research this we need the client company code and region as well as the issue.

I HAVE ASKED THE service team to reach out to assist.

the client has termed with us and also that they did get assistance after the case was reported on multiple cases

Thank you for allowing us the opportunity to address ADP’s response. [redacted] (and I) would prefer not to be in this position at all. We simply want ADP to do the right thing – for us and for all of their clients. Please let me know if you have any questions for me or if you need any additional information. Thank you again for your time and energy on this particular matter! Here is an explanation of why [redacted] does not agree with the response from ADP:·         On 08/27/2014, I contacted a Client Support Specialist and let her know that I had not received any contact from the carrier connections team (to establish an electronic file feed from ADP to our insurance carriers). The Implementation Team Lead indicated prior to 7/23 that I would hear from them no later than 8/1. The Carrier Connection Implementation Rep sent an email to me the same day (08/27/2014) after being prompted to follow up with our group. The lack of timely follow-up put [redacted] on a 3-4 week delay right off the bat.·         [redacted] requested a dedicated service team through a Client Relations Manager, with whom we were in contact since 2010, approximately one-and-a-half months after implementation (07/24/2014) to the most recent version of ADP’s product WorkforceNow v6. On 09/23/2014, I was introduced (via email) to the service team and provided a list of 20+ outstanding issues to the team lead and service center manager on 09/25/2014. (The list did not include any cases called into the service center for resolution.)·         On 10/02/2014, I alerted our Client Relations Manager that an upgrade to WorkforceNow v.7.1 might assist in resolving issues we were experiencing with v6. This was information shared with me from another client on ADP’s client networking/knowledge-sharing site called The Bridge. Our Client Relations Manager agreed and help us to navigate the process with our service team – again, this was at our request. It was not once identified as a possible solution. Incidentally, it did resolve a few minor issues.·         On 10/09/2014, I sent a follow-up email to the dedicated service team with an update on issue resolution. Three issues had been resolved.·         On 12/12/2014, I sent an email to my service team and did not receive a response until 01/09/2015 when I sent another follow-up email to the team. I could go on with dates and facts, but I think any reader can start to understand the point; I have nearly every single email to/from ADP since 2012. ADP stated in their response to our claim:·         ADP has been actively engaged with our client and their open issues.  Not “actively engaged”, no. The service model is very reactive and responses/response times are not well-managed or well-communicated. I have had to regularly follow-up on almost every single matter that needed attention. [redacted] There are very few situations since July 2014 in which I did not need to follow-up on. Those reps and their direct managers have received an email noting their outstanding performance and how I valued their level of service. [redacted] More often than not, even when I am told by a service representative that I will receive a call or message within a certain timeframe, I am not contacted at all and need to call in with the ticket number. In several instances, I have had to call back multiple times over the course of 2-3 weeks to check back with the status. I have been told by more than a couple of representatives after expressing some frustration that I have to keep calling that we will not be notified and to keep calling/checking.·         We have devoted a team of dedicated resources to the complex and multiple phases of the project.Many of whom provide misinformation or cannot answer a question because they have not been sufficiently trained in that area. Since ADP re-organized its service team (from specialized reps with knowledge in a particular module of the system to, now, specialized reps who need to respond to calls about many modules but are not fully aware of how to answer the question – depending on their background and what the issue is about.) For instance, I called into ADP four times with the same question and was given three different answers; only one of them worked. As well, a few of the matters that I brought to the attention of the service team were resolved by representatives who I connected with after posting issues on ADP’s client networking/knowledge-sharing site, The Bridge.·         We assigned specialists to the outstanding items, and engaged a service manager and relationship specialist to work directly with [redacted] with ongoing progression reports, project plan updates and responses to inquiries in a timely manner. [redacted] requested the team to address outstanding items. We engaged the service and client managers, again, at our request. We have not received any progression reports or project plan updates other than what I have provided to the team and individual responses from the rep working the case(s). All very informal and I’ve needed to follow-up on most of it.·         We are confident that our plan to bring this to resolution in a timely manner will meet our client’s request.  I am entirely unaware of any “plan” other than what I developed and have maintained. No one from ADP has shared a plan with me and there are not any timelines for completion. I admit that I have been told “as soon as possible”, but many of those instances are unresolved, “client-wide”/known issues, or take up to several weeks for a response (sometimes without a solution). When I am told that someone will get back with me, more often than not, they do not. For instance, I brought to the attention of our carrier connections implementation rep that there was an issue with an employee’s spouse dropping off the electronic file going to an insurance carrier in December 2014 and then again in January 2015. I sent a formal email to him, his manager, their VP, my service team lead, the service team manager, and my client relations specialist on 02/23/2015. The implementation rep responded that same day, “I am not reviewing the file and I will get back to you as soon as I have the findings and resolution for the issue.” I have not received a response (from anyone, although I do have read-receipts) and I sent a follow-up email yesterday, 3/10/15. What is ADP’s definition of “timely”?·         To compensate for the lack of time saving promised with the migration, and for the additional time our client has spent with us resolving open issues, we will provide two free payroll processings valued at $1, 042. They offered this to us and we accepted. It does not make right what we’ve had to go through since 2010 and most notably over the past year and a half. For several months, more than 50% of my time at work was devoted to troubleshooting ADP issues – either with ADP service team members or our managers and employees. We were told 8-12 weeks for implementing carrier connections in late August. It was confirmed that carrier connections were in production on 10/10/2014; however, it came to my attention (from the carrier) that it was not. They were not finalized until February 2014 – more than 6 months after migration to WFN v6/7.1.·         I am confident once we have resolved the open items our client will feel the time savings of the product.After 4 years of struggling with product issues, [redacted] is just now starting to feel the time savings. Errors still occur and programming/development issues still cause problems. For instance, one of our employees who has accrued leave in the past did not have any accruals for the last pay period. I brought this to the attention of my service team Monday, 3/9 and I have not even received an acknowledgement of receipt or a response.

Hi [redacted], I am sorry to see we have not provided you with the service you need. I have asked our service leaders review your issues and they will reach out to you directly. Once they have a resolution I will reach out to you here as well. We will not consider closed until there is a resolution.

We have requested our service team look into this and will respond here.

In order for us to assist we need the company name as it shows on ADP documents, company code and region and client contact name as it shows on pay stubs. We are unable to locate any information based on what was provided.Thank you

We have confirmed that the account has been updated and two checks will be coming directly from the vendor to the client. Workers Compensation has also been confirmed up to date and no further payroll credits are due. Please confirm nothing further needed?

Hi [redacted], I want to help but need some information to do so. Please provide the name of  your company, company code and region as they appear on ADP documents so that I can get our team involved in resolving this for you. Thank you

Illinois (IL) and North Carolina (NC) unemployment were not filed due to ADP not having the identification numbers. These two jurisdictions require ADP to have this information in order to file. To file the annual 940, ADP must also file all unemployment jurisdictions. The 940 references the...

unemployment filings on lines 1a, 1b, and 2. The IRS also certifies wages with the states. The 940-a is used if you are doing business in a state impacted by the credit reduction tax. North Carolina (NC) is one of the states impacted in 2012. ADP communicates the filing responsibilities though the Quarterly Tax Verification Letter (received mid quarter each quarter with the payroll), Statistical Summary received with each payroll, and the quarterly Statement of Deposits. These documents would have indicated your company was responsible to file NC and IL unemployment as well as the 940. ADP will submit a special filing request to complete the 2012 940 at no charge to your company as a goodwill gesture. The company will receive a "signature ready" form. The additional tax due for the credit reduction tax should be attached to the filing and submitted to the IRS.

We have been trying to make contact with our client to discuss her concerns but to this point have been unsuccessful in connecting with her. We are trying to arrange a conference call over the next few days to discuss the items noted in depth. We have done some initial research but until we can...

speak to our client we aren't able to propose a solution to remedy the complaint. Once we are able to speak directly we will provide an updated response.

In order to research this we need the name of the company in question, region and company code as they all appear on ADP documents. If you have the Tracer Notice please provide that as well.

I have asked our Garnishment team review this issue and let us know the resolution. Once they have researched and reached out to the complainant I will respond here as well.

In order to be able to assist please provide the name of the company, company code and region as they appear on ADP documents and we will resolve this issue.

[redacted], I am sorry to see the concerns. Wage Garnishments are entered in by the employer (Our client) and cannot be stopped unless they tell the system to stop it or contact ADP. Please work with them directly and if they need help they can contact their ADP Service team to assist.I hope you...

are able to get this cleared up very soon.

Complaint: [redacted]
I am rejecting this response because: The reply is inaccurate.  I called the number listed in her email and left a message.  I don't understand why it is so hard for adp to get anything done.  she obviously doesn't want to have to do any work.  my name is listed in my complaint and I have called numerous times, it shouldn't be hard to figure it out.  my message with all the details must of not been clear enough. I do not need my time wasted any further since the refuse to even look it to it. 
Regards,
[redacted]

We have reviewed the complaint dated February 9, 2015, filed by M[redacted]. 
ADP provides clients with a beneficial network branded payroll card that includes various ways for our cardholders to utilize their card, including receiving loads onto the card from other...

sources.
 
Our records indicate that on January 16, 2015, M[redacted] called cardholder services to inquire about setting up direct deposit to the card with her new employer. The customer service agent explained the process to obtain the routing and account number associated with her card. Ms. [redacted] instructed the customer service agent to process her request, which was approved. The customer service agent advised her that the routing and account information was available on the consumer website but also proceeded to provide the information to her over the phone. Ms. [redacted] repeated back the routing and account number to the customer service agent. In reviewing the recording of the call, it was determined that the correct information was provided to Ms. [redacted] by the customer service agent and repeated back by Ms. [redacted] to the customer service agent.
 
On February 6, 2015, Ms. [redacted] contacted cardholder services to inquire about two deposits she was expecting to her card. One deposit was from her employer and the other from the IRS. The customer service agent confirmed that there were no scheduled deposits to her card and Ms. [redacted] was advised to contact her employer and the IRS. Ms. [redacted] asked for her routing and account number again and confirmed the information provided to the tax preparer was not correct. She was advised again that she needed to contact the IRS.
 
On February 9, 2015, Ms. [redacted] called again inquiring about her two deposits that had not posted to her card because of an incorrect account number she provided. She was advised that ADP would look into the matter and contact her back. On February 10, 2015, a follow up call was placed to Ms. [redacted] in which she indicated that the deposit from her employer had been rejected back and she was working directly with her employer to retrieve her funds. She wanted ADP to look into the deposit from the IRS. ADP investigated the matter and on February 12, 2015, a follow up call was placed to Ms. [redacted] to confirm that the deposit from the IRS was also rejected back and she would need to contact the IRS directly to retrieve her funds.
 
I hope this response adequately addresses the concerns of both M[redacted] and the Revdex.com. Should there be any additional questions, please feel free to contact me directly. 
 
Sincerely,

I am writing in response to the complaint submitted to the Revdex.com Serving New Jersey on December 22, 2014 with an ID of [redacted]. The client has requested reimbursement of overdraft fees caused by ADP. ADP has attempted to contact the client to obtain documentation of the fees. After several attempts ADP made contact with the client on December 29, 2014. The client said he will send us the documentation of the bank fees caused by ADP. ADP will reimburse the fees to the client after it is determined they were caused by ADP. At this time ADP and the client are working towards an agreeable solution to this matte

ADP is working to expedite the processing of the required amendments. As soon as the amendments have been completed we will notify [redacted] so the refund for overpayment of taxes can be issued. Thank you

Our Paycard team has been in contact with Mr. [redacted] and explained what transpired. We have also taken his concerns to the Leadership team as feedback in updating the policy. He has our teams direct line should any additional assistance be needed.