Craig Gouker Roofing & Home Improvements

Mr [redacted], I have asked our Service Leaders to review your concern and they will reach out to you directly. Once they have done so I will respond here as well. Thank you

I have asked our service team to research and resolve. I will respond with resolution shortly.

This request for pay statement information would normally be handled between this employee and his employer, as ADP does not in fact provide direct support to employees of Mr. [redacted] employer.  However, as a courtesy to Mr. [redacted], ADP reached out to his employer on 12/8 to help...

facilitate resolution.  It is our understanding that Mr. [redacted] employer spoke with him about this matter on 12/8 and again on 12/11. This resulted in Mr. [redacted] employer agreeing to provide him with W2s dating back to 2005, to assist him with the tax matter he is attending to.ADP was happy to help facilitate resolution of this matter between our client and their employee. Should Mr. [redacted] need any further information, he should reach out to his employer.  Should they in turn need further support, they can reach out to their ADP Service team, who would be happy to assist.

In our research it was determined that this was in fact an ADP error and the complainant is correct. The correct information was provided, however the employee’s SSN was keyed incorrectly causing the delay. One payment that was already sent to the Alabama SDU in the amount of $242.31 remitted on...

07/03/2017. We have also addressed retroactively for check dates 05/19/2017, 06/02/2017 and 06/16/2017 for a total of $726.93 which will remit on 07/10/2017. This will make the recipient whole. We do apologize for any distress this has caused.

ADP acknowledges the customer’s complaint and regrets that the customer was not happy with its experience as ADP strives to provide excellent service to its clients. We believe we’ve done all that we can to address the client’s complaint. As background, [redacted] began processing payroll with ADP March of 2017.  Their onboarding paperwork included an application for SC Unemployment IDs, which are needed to file taxes successfully.  ADP did not receive the needed filing IDs from [redacted] until July 2017.  Once provided, ADP filed the exceptions needed, at no cost to [redacted] to complete tax filings with SC Unemployment.  [redacted] did not fund the taxes due, which taxes are the responsibility of the employer, and were in no way the result of any actions of ADP. In good faith, ADP paid the taxes that were due from the employer to the state unemployment agency on behalf of [redacted] prior to receiving these tax funds from the client with the expectation that these tax funds would be reimbursed to ADP. ADP tried to collect these outstanding taxes from [redacted] on numerous occasions and when unsuccessful, ADP was required to turn the matter over to collections in an effort to obtain the monies ADP paid as part of the client’s tax payment obligations. We sincerely regret that the client was dissatisfied.

I have asked our team to review this issue and once done I will follow up here.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I have sent this to our service team to review and resolve. I will respond here when I have resolution.

Our service team has been engaged and requested to review this. They will be reaching out shortly.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Currently our Owner/Operator and HR Manager is now in talks with the supposed people who can help resolve this issue.  The timely response was appreciated but we are still cautious as the resolution is still work in progress and it took the Revdex.com involvement to get a person to contact us instead of the normal protocol.  We hope to resolve this soon.
Regards,
[redacted]

I am responding on behalf of ADP to the complaint file by [redacted] of the [redacted].    ADP has been actively engaged with our client and their open issues.  We have devoted a team of dedicated resources to the complex and multiple phases of the...

project. 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.  We are confident that our plan to bring this to resolution in a timely manner will meet our client’s request.   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.  I am confident once we have resolved the open items our client will feel the time savings of the product.  Please feel free to contact me if you have any questions.  Thank you for bringing this situation to my attention as we are committed to bring this to resolution to our client’s satisfaction.  Sincerely,

We apologize if Ms. [redacted] is not happy with our response. Sponsors of group health plans are required to follow the group health plan rules. In the absence of plan permissible exceptions, we cannot allow a change unless there is a qualifying event.

We greatly apologize for the frustrations you encountered. We have reviewed your account and wanted to ensure we had identified the issue and submitted the correct credit amount. The credit amount discussed will be submitted. Please let us know if you need anything else in the meantime.

We do apologize for any misinformation given.  We have provided coaching to the associates in question to make sure information is much clearer in future. You would need to work through your employer for any financial determinations.

I have escalated this complaint to the Service Executives and asked for documentation and resolution to this open issue.

A manager from our service team has been working with our client to provide reimbursement in the amount of  $537.10.  The 2014 W2’s were billed in error and debited from our client’s bank account.  The client will receive the refund via a credit to their bank account on Thursday,...

February 12, 2015.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm dissatisfied with the service I received from ADP. I twice called ADP for service, and was twice given incorrect/false information. Both conversations were tapped and can be reviewed for verification. ADP failed me as a customer, and ADP should take responsibility for the actions of their employees. I was promised a full refund of my transit card balance, and I expect a full refund of my balance. ADP should never have made this promise (TWICE!) if they were unable to deliver on it. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Though I did receive a W-2 (AFTER paying for a SECOND one) and receiving a credit because I disputed the charge through my bank for the first charge taken 3 weeks before the second.  I also brought up issues of being refused a request for information for a service I paid directly to the company ADP.  I had asked for no identifying information but just what the process of getting this W-2 was and what to expect.  The automated system set up for this did not refelect any specific information for my request as it said continually to expect the W-2 in 10 business days, yet I elected for and paid for expedited processing.  Though I understand that ADP's clients are the businesses they process these documents for, once they accept money for a specific service from a person, that person has a right to know what to expect and they do not provide that.  They also do not provide protections to the consumer for disconnected calls or calls that are terminated early.  It is true they say if a transaction number is not given a W-2 will not be issued, but they continue to take the money as if it is their right when the system knows not to continue and process the transaction for the W-2 they continue to retrieve money from the person's account.I am trying to make things better for ADP and the people that do need to go through this process, yet all they care about is that *I* got a refund (of money that should never have been taken in the first place) and *I* got a W-2.  They do not address the way their employees treatment of paying customers (as this charge makes me one), and they do not address that their system will continue to take money from people without a care to having services rendered.  I knew before I submitted a complaint to the Revdex.com that I would get a refund per the dispute via my bank, and I hoped I'd get a W-2 from them by allowing them to have another $32 of  my money temporarily.  If the Revdex.com wishes to "resolve this complaint"  they do so without my acceptance of the resolution as it does not cover most of what the complaint was about.
Regards,
[redacted]

Client code is #[redacted] Midwest Region.
Regards,
[redacted]