Craig Gouker Roofing & Home Improvements

[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]

In order for us to research this we need your company code, region and company name all as they appear on ADP documents. Please send that as soon as you can so that we can start the research and resolution. Thank you

ADP Payroll Services, Inc. [redacted] ###-###-#### Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 Re: Revdex.com Case # [redacted] July 20, 2016 To Whom It May Concern:...

We have received the complaint, dated July 10, 2016, filed by [redacted]. By way of background, ADP outsourced its stored value payroll card solution to [redacted]) until 2011. The solution provides clients/employers an alternative method to offer their employees for receipt of wages. [redacted] is not a subsidiary or affiliate of ADP. Although the cards are co-branded with ADP, all cards issued as part of the outsourced solution, are issued and managed by [redacted] ADP does not have independent visibility into [redacted] accounts; however, based on our research, Mr. [redacted] had an account that was issued under the outsourced solution (the “Account”) through his employer. In addition to confirming the existence of the Account, [redacted] provided the following information: • On July 9, 2016, Mr. [redacted] called into [redacted]s automated voice response unit and received a balance notification of $42.13. He then attempted a transaction at Walmart for $42.61 which exceeded his available balance and was thus declined at the point of sale for insufficient funds. This transaction, for the same amount, was attempted two times. At this time Mr. [redacted] was assessed two points of sale decline fees of $1.75 each, one per declined transaction. This brought Mr. [redacted] balance down to $38.63. • Later that same day, Mr. [redacted] attempted to withdraw $40.00 cash from an ATM; he was charged a transaction fee of $2.00. This transaction was also declined for insufficient funds. Mr. [redacted] attempted the ATM transaction two times. At this point Mr. [redacted] checked his balance at the ATM and was then charged an inquiry fee. • Mr. [redacted] stated that when he contacted the number on the back of his card on July 9, 2016 he was unsuccessful with getting through. He stated he continued to getting a message stating that there were “technical difficulties” when calling through. [redacted] confirmed that there was an issue with the automated voice response unit on July 9, 2016. It was due to an update that was being implemented. The issue was sporadic throughout the day and has since been resolved. • Mr. [redacted] contacted the [redacted] Customer Care Center on July 10, 2016 to inquire about his declined transactions, fees he incurred for the recent transactions, and to understand why his card was on hold. The fees assessed were in accordance with the terms and conditions of the cardholder agreement but the customer call agent refunded all declined fees incurred. Subsequently, the agent also informed Mr. [redacted] that his card was never on hold, and his transactions were declined due to insufficient funds. Mr. [redacted] also spoke with a Supervisor on July 10, 2016 who explained why his transactions were declined and that his fees for those declined transactions were refunded. • Mr. [redacted] called again on July 11, 2016 about the declined fees and was informed that the fees had already been refunded on July 10, 2016 and provided the reason for the transactions being declined. • Mr. [redacted] requested to be reimbursed for his monthly account maintenance fee due to this inconvenience. As well as receive compensation for his time, gas, and embarrassment. While we apologized for any embarrassment he may have experienced, his transactions were declined due to insufficient funds. Mr. [redacted] called and obtained his balance prior to attempting the transactions but still attempted to make a purchase that exceeded that balance and attempted an ATM withdrawal that exceeded his balance. As there was no fault or issues with the card, [redacted] considered the matter settled. Further, based on [redacted] telephone conversation, it was [redacted] understanding that Mr. [redacted] concerns have been addressed. I hope this response adequately addresses the concerns of [redacted] and the Consumer Financial Protection Bureau. Should there be any further questions, please feel free to contact me directly. Sincerely, [redacted] ADP Paycard Compliance Assoc. Compliance Analyst ###-###-#### Ext. [redacted]

this response was provided to the Revdex.com on 10/23/14. ADP did request an extension on the original date. ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform flexible spending account (FSA) administration services. These contracted services include processing participant FSA claims and reimbursement of only eligible expenses to the participant according to the client’s plan provisions and federal regulations. Reimbursements are funded by the client upon notification from ADP that a eligible expense is reimbursable. ADP relies upon the client to provide direction for establishing FSA administrative services that meet the client’s plan provisions. Therefore, ADP is not the Plan Sponsor or Plan Administrator, in regards to the client’s plan. ADP provides FSA administrative services, as described, for our client, [redacted]. The participant, [redacted], elected Dependent Care FSA. Mr. [redacted] goal amount was reported to ADP for purposes of tracking the amount available for reimbursement. Contributions made by Mr. [redacted] are not made, monitored, or held by ADP. These contributions are reported to ADP via a contribution file and the deduction appears on the participant’s earnings statement each pay period. As stated above, ADP reimburses eligible expenses after reviewing a request and obtaining funds from the client in an amount sufficient to cover the eligible expense. Funds withheld from Mr.[redacted] pay are held by the client, not ADP. ADP was never in possession of the funds Mr. [redacted] over-contributed to his Dependent Care FSA. Mr. [redacted] recourse would have been to obtain the overage of $625.02 from [redacted].

I am writing in response to the complaint submitted to the Revdex.com Serving New Jersey on December 2, 2014 with an ID of [redacted]. The client began with ADP on July 1, 2014 and terminated services later that month on July 25, 2014. An ADP Sales associate later worked with the client to...

reinstate their services on September 26, 2014. Written authorization in the form of a Sales Order was signed by the client, to begin services on September 30, 2014. ADP requested payroll information from the client’s previous payroll provider to be loaded in the system in order to produce accurate tax filings. There were many attempts over a period of several weeks to retrieve the documents requested by the ADP Sales associate. The client was not available and ADP was only able to leave messages with a member of the client’s family. The signed Sales Order from the client activated the payroll account and a bill was generated on October 24, 2014. The client contacted the ADP Sales associate about the bill and it was credited on November 5, 2014. ADP attempted to contact the client again to see if they would be utilizing their payroll services. There was no response from the client; the account remained active. On December 2,, 2012 the client emailed the ADP Sales associate about another charge on the account. A credit for this charge was issued on December 8, 2014. Upon receipt of this complaint (ID [redacted]) on December 2, 2014, ADP attempted to call the client to work out a resolution immediately. There were 3 subsequent calls attempting to reach the client, none of them were returned or answered. ADP has made several attempts to reach the client for information and assistance to resolve all issues since they signed a sales agreement to use ADP services on September 30,2014. ADP made a good faith attempt to work with the client and resolve issues; however there has been no response from the client throughout the entire process. In response to the settlement request, ADP will comply with the client’s request to stop billing and provide a confirmation of this from a Vice President. In addition, all fees charged to the client since September 25th have been refunded.

Thank you for your feedback.  We have investigated the concern. It has been determined that there was confusion regarding the type of business entity Ms. [redacted] has.  Both Ms. [redacted] and the sales associate responsible have been contacted an ADP Sales Vice President.

Below is our response to Revdex.com Complaint ID # [redacted] filed by [redacted] on Jan 23, 2015. We have carefully reviewed the client history and consider the request for reimbursement to be reasonable. We apologize for the expeience this Client has had with ADP. We issued a credit...

for $440 and it was electroniclly send back to the customers bank account on Feb. 3, 2015 Best Regards, [redacted] Retirement Services ###-###-####

I have asked our COBRA Team review the issue and I will follow up here once they have reached out and resolved.

We have confirmed the amount due from the client and address for payment. This will close out the tax amount due 09/30 payroll and resolve all WFN invoices. Client emailed the same information 02/02. Please consider to be closed.

Paystubs are provided by the Employer. ADP does not provided them directly to employees of clients for security purposes. Please contact your employer and request them. If they need help pulling the needed documents they can contact their ADP Support Team directly.  Thank you

Complaint: [redacted]
I am rejecting this response because:What a load of crap? After speaking to countless ADP Cobra customer service people and being told they could not fix my issue for an "average of 30 days", "7-10 days" and "2-3" days - I finally found one employee who actually had a brain and fixed my issue in 15 minutes by simply calling [redacted] and informing them that I had paid my Cobra costs. Rachel is ADP Cobras best employee. She should be placed as their CEO and fire everyone else and hire all new people - people what have brains and can actually think.
Regards,
[redacted]

[redacted], I am sorry to see the frustrations. Our relationship is with your employer and that means we are only authorized to speak with them directly. What you can do is ask your employer to contact their ADP Support Team to address and troubleshoot as to why you are having the issue. Hopefully...

that will help resolve it for you.  Regards,  ADP Social Care Team

This issue stems from employees who were coded incorrectly for state withholding.  It is the employers responsibility to ensure all employees are coded correctly.  Once discovered, ADP agreed to process all adjustments at no charge to the client, this included fees, penalties and interest...

associated with the correction.  As a courtesy, ADP has removed any open invoices for processing fees from the employer’s account.  ADP is unable to assume responsibility for paying withholding taxes for a client, this remains the employers responsibility.  Currently, there are no fees or invoices open for this client. There are employee taxes owed to the State of South Carolina which the employer is responsible to pay to the state directly.

I have requested our FSA team reach out to address and will respond further once they have more information on this claim.

Complaint: [redacted]
I am rejecting this response because: you calling me is only step one of the issue.  I get calls all the time saying things will be fixed but they are not.  We will have to monitor the situation and see if service improves.  I believe the issue is still open.
Regards,
[redacted]

After thorough research, our records show that the complainant elected to participate in the commuter benefit effective September 2015. Based on an incorrect address in our third-party vendors system, his passes where sent to the incorrect address for the months of September, October and November....

To rectify this, the participant has been issued a credit to be used for any orders going forward beginning Dec 1, 2015. We have also assisted the participant in terminating future orders so that he may utilize the credit he will be issued. We again thank you for the opportunity to review this matter.

He Craig and his crew were nothing but courteous from the first discussed needed a roof. Craig called me promptly after leaving a message to set up appt. He arrived right on time he told me he would.( a breath of fresh air to most contractors) Craig explained all materials being used on the for the whole process of my job and WHY. Once the work was underway I couldn't the equipment he had and the exceptional crew he had. The entire crew were all polite,professional,and hard working !!!!!!!! The entire crews work ethic,never sacrificed quality.. Craig ,Ryan ,Ron and the entire crew exceeded our expectations on our home !!!!!!! If Craig Gouker Roofing does work on your home,,,,you will not be disappointed. GREAT JOB GUYS. !!!!!!!!!!!!!!

After a very damaging hail storm in August of 2015, Craig was recommended by our doctor! We call made an appointment, he came on time and looked at our roof, and garage roof, told us what was needed, and gave us a quote. When the crew came to do the work, it was pleasantly surprising the size of the crew, and the amount of equipment. What was especially surprising was the way the crew protected our shrubbery and surrounding area. They came on time, worked and the job was done in the amount of time that Craig said that it would be done. We would recommend them again and have. We are very well satisfied with their work.

Craig Gouker replaced my roof in the South Hills in October 2015. If your looking for a professional no nonsense contractor, he's your guy. The crews have top notch everything when it comes to equipment. If I didn't have a beautiful new roof on my house you wouldn't have even known they were there. I highly recommend them for any roof project you might have.