Larry's Auto Lube

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.

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

ADP has been in contact with our client and provided a report and explanation of charges. ADP has agreed to refund the client an amount that will cover the charges the client incurred for fees associated with additional pays.

I have asked our Service team to address with a response and will loop back here.

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]

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]

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.

We have provided a credit of the fees and are working with the complainant to review why the fees occured.

[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]

Hello [redacted], I apologize for the trouble your wife is having. I would be happy to help but I will need your wife's information. What is her full name as it appears on her card, E-mail address and name of her employer. I will need this information to identify her in our systems. Thank you

[redacted], In order to review this issue for you we will need  your company code, region and company name as they appear on ADP documents. Please respond so that we can look into this for you and expedite a resolution.

Hi, I am sorry to say we are still unable to find your information. Might you have a document you can send to us? You can send to [redacted] with my name is Janelle and you can add the name and Revdex.com Complaint to the email and it will be routed to me. Thank you

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

In order for me to assist I need additional information. Company code, region, company name all as they appear on ADP documents are needed so that I can further research.

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]

[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 asked our service leaders for this company to research and address.

Upon receipt of this complaint, ADP Client Support Consultant Jennifer reached out to our client [redacted] to assist. Jennifer reviewed with our client ways this situation can be avoided in the future.  Jennifer also set reminders in place on our end, to help support our client with correct...

dating of payroll.  As a courtesy to our client, Jennifer has provided a $200 credit to the client’s account, and has set the next 2 payrolls at no charge.  Therefore, we believe this matter has now been resolved to our client’s complete satisfaction.  Should any other support be needed, Jennifer and our Service Team are available at ###-###-####. Thank you for bringing this situation to our attention.

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.

"I have sent this issue to our benefits team. They will reach out to resolve and once done I will follow up here."Easy to say.  Of course, following through will be what resolves this complaint.  I look forward to hearing from them before then.