ADP Totalsource

I am not one to typically complain or write bad reviews but the negative impact TotalSource has had on our company and my job has driven me to this point… I am the HR Director for a small to mid sized company in NJ and I administer my company’s plan with TotalSource. We moved to the PEO in July 2015 and were basically sold a bunch of CRAP!!! I have been beyond frustrated with the customer service received. Their response times are days to weeks for just about everything. I am used to being able to have access and handle everything on my own so I can answer employees questions in a timely matter. Moving to the PEO has limited my access to finding the information I need to answer questions. I have to call or email TotalSource for everything and then they take days/​weeks to get back to me. As i write this I look at the list on my desk with 11 outstanding items I am waiting for them to respond to… some as important as tax collection notices from payments they never made for us (and this issue was brought up in Sept 2015– 6 months ago)! Take it from someone who has experience working both in a PEO structure and outside of a PEO structure with various payroll vendors, It is very difficult to manage the payroll, benefits, etc when you are reliant on a company that has no sense of urgency and bad customer service. Our Payroll Rep is down right rude. She responds to my emails dodging the actual question I asked and pushing everything back on me or another department within TotalSource. I have gone to her manager and her managers manager and received the same horrible response time from them as well. The only person who seems to respond is our sales rep but he is limited in what he can assist with. I feel that our business has taken a significant loss moving to the PEO with TotalSource and I would NOT recommend it to anyone. STAY FAR AWAY from TotalSource!!!

This has got to be THE MOST MICKEY MOUSE COMPANY on the planet with THE WORST CUSTOMER SERVICE on the planet! THE WORST CUSTOMER SERVICE ON THE PLANET, I TELL YOU! I found that the company has been paying me for almost two years using an incorrect social security number. So, it’s error has messed me up with regard to my taxes. I needed to speak to someone immediately to get it straight! The only phone number I could find was to the SALES department. So, today, I actually spent TWO HOURS AND TWENTY-​TWO MINUTES on HOLD! Yes, one phone call, one HOLD session that lasted 2.20 hours and I STILL didn’t get to speak with a representative! I left a message and demanded that a manager return my phone call because I want a manager to hear about this incident – because it’s unacceptable!
What kind of company would EVER expect a client to sit on the phone for that long waiting to speak with a representative over an ERROR that the company made! We’ll see who calls me back… if anyone!!! It’s no wonder my employer FIRED ADP after one year!
UPDATE: I just went online and the company does NOT have a complaint line. There is no way to reach the CEO or any of the Executive team members, and one of its CHAT ROOM operators disconnected me when I started to complain about the company’s lack of customer service. This company is terrible!!!

I had to choose a rating of 1 because there was nothing less. Stay clear of ADP TotalSource. a total disaster!!! Someone at ADP got the big idea that they could become
a PEO and charge massive fees while hoodwinking the customer. These were very astute business people because they seem to have pulled it off. If you sign up with these characters you are turning over the keys to your bank account… no billings for payroll, they pull the money and boy do they pull. To get them to be transparent and disclose all of their fees is some undertaking… they won’t do it with out kicking and screaming. As far as them doing the tax filing for you… BEWARE! They keep filing under the companies ID’s therefore allowing them to play fast and loose with filing deadlines & amounts. This company takes incompetantcy to a whole new level… actually have made an art form out of it.

I am the Controller for a small Company in Tampa, Florida. We have always used ADP RUN and were satisfied, so when TotalSource employees came to speak with me about their PEO Group, I was open-​minded. The two employees called almost everyday and really did the hard sell. They tried every trick possible to get me to go to TotalSource. In the end, I had them do an analysis between what we currently were running and what TotalSource would cost me. I am a believer that numbers never lie, and their spreadsheets showed that we would save big money. We switched to TotalSource and it was one big mess after another. First, the numbers on the spreadsheet were either completely falsified, or the sales person made a big mistake, either way we never got the savings promised, and what was worse, is that they made me feel like I gave them the numbers. Also, the implementation was a mess and when I looked to speak to my sales person who was there everyday selling me, she would not return my phone calls.
My team spent many, many extra hours trying to make the implementation move forward with little help from ADP. They were rude, and don’t even let me get started on trying to get a human on the phone because it is impossible.
Do yourself a huge favor and stick to a software like RUN and do your own HR. TotalSource is a mess and they don’t care that you are unhappy. We quit using them this year and they still have yet to answer my question as to the thousands of dollars in fees that we were over charged.

DON’T DO IT! The sales people pressure and sell you what you THINK is a great process that will save you time and make things more efficient NOPE! they nag you to sign up and when you finally do… the implementation process is a nightmare.
We gave them all the information they needed. Census, benefit elections, etc everything and it takes days and weeks to get it all done…
We had to constantly follow up with the implementation rep. to give us status updates. Of course they give you the run around and only select certain questions to answer to.
I highly recommend YOU NOT sign up for TOTAL SOURCE. Not worth the headache, money, and stress.
The sales person only want to make the commission and after that they don’t care if you are assigned terrible reps.
Financial District
New York, NY

I’m a new small business owner and this is my first year running any type of payroll service. ADP is my first and only payroll service ever used and I must say the disappointment is unimaginable Customer service is abysmal. I’m at the point wishing their customer service was at least on the level of Comcast. Yup, you read that correctly. I will take Comcast customer service over ADP any day. On hold trying to cancel as I’m typing this. I’m switching to Gusto and giving that a shot. It can’t be any worse than ADP.

These people are actually criminals. The hidden management fees and exit fees are exorbitant. The platform is cumbersome and incredibly difficult to use for both managers and employees. Our «HR Business Partner» and «Payroll Representative» changed every month or so due to high turnover. We were misbilled multiple times and currently still waiting to receive our money back based on the latest misbilling. Do yourself a huge favor and avoid Totalsource like the plague.

My experience with ADP is VERY UNSATISFYING. The people that work there are totally unresponsive to the needs of the customers. I filed a change of benefits form with one of their representatives that was helping me out. I had proof that I emailed it to her. But my benefit was canceled because they claim that they did not receive it. OK but I have the email as proof which I sent to them so the least they could do is file the form and reinstate the benefit. I spoke with 2 representatives and to Jorge the manager who was basically non-​responsive. It was like talking to a doorknob. The customer service at this branch is AWEFUL! Not even an I am sorry we can’t help you. No attempt to investigate what went wrong. Just we did not receive it so no benefit! Sad to say but this is typical of ADP. I used them briefly as a payroll service when I had my own company and not only equally poor service but super expensive with added charges tacked on to every little thing. I switched to a service at my bank that was a fraction of the cost with 10 times better customer service.

I’m an accountant for small firms and my dealings with ADP Total source have been horrible. The company does not care about customer service. If you ask questions, they go unanswered. Vital questions like: how to add an employee to a payroll batch, when will our 401K plan be up and running, who is our point of contact? The dept heads don’t care that the service is poor either. The fees are astonishing so you would think they cared.
Advise to small firms, go with Trinet and or just manage your payroll and health care on your own through Quickbooks.
Id give this a negative 10 stars if i could.

ADP Totalsource is a joke. We switched to ADP TS in late 2011 and it’s now 2015 and the service gets worse each year. It’s like having the remedial class in High School try to teach the Advanced class. They provide a very low level, in the box service and most of their employees are dumber than a box of rocks and have no idea how to assist with most issues.
As the HR Manager for my company, I regret moving to ADP TS as I have to get involved to each time ADP messes up and provides incorrect information to our employees (which is a lot). Also, they are verrrry slow in responding to questions and many times can’t even answer our questions or don’t answer at all (again, it’s the remedial class teaching the advanced class). Their call center has set questions and answers that they are trained on and if you call and ask a question that is not part of their list, they are completely lost and can’t help you. They are very low level employees and not HR, Benefits or Payroll specialists.
There is a lot of follow up necessary on my end as I can’t trust that ADP will do what we pay them to do. It’s extremely frustrating and a huge time suck to say the least. Each time I inform them of issues we have had with them, I am told it’s a «training opportunity» for them. ADP has been around since 1949 but they are still in «training» mode?
Let’s not even get started on how their costs are determined. For a company whose employees can barely find their way out of a box, their fee structure is convoluted. And they are not too quick to share with you how the fees are determined. We had to request, beg, threaten… whatever you want to call it, to receive necessary reports from them so we could create our own GL interface. Oh yeah, they don’t have a GL interface either.
I gave them 2 stars rather than 1 star as they save us time by processing our taxes and W2s. Their benefits aren’t bad, not great, but not terrible and their website is pretty user friendly.

When my employer decided to outsource their benefits department to ADP Totalsource, I was completely on my own. Trying to call them is a nightmare — if you get someone to answer, it’s usually a department that doesn’t handle what you need. Most likely, you’ll be transferred to a dial tone or to another long wait. The staff is very nice though (as nice as they are unhelpful). I can only hope that someone in a position to choose this firm sees all these negative comments and chooses another for their employee benefit needs. Better yet, keep your benefits department. The high blood pressure your employees may get from dealing with these people might just send your medical insurance rates through the roof!

I see a lot of complaints here and if I was writing this two years ago, I probably would have concurred. My experience has gotten better each year as I became accustomed to their system (doing almost everything online.)
Maybe I have just been lucky. Regardless, the best way there is to sum this up is: «ADP helps those who help themselves.»

Worked a temp assignment in the benefits dept. Loved Omayda, she’s been there for over 18 years. She had patience & trained exceptionally well. Some of the staff did not like or want to train. The manager needs to have a training seminar put together. Temps sat there for hours without doing anything for hours at times. Nice working environment. Have their own cafeteria in the building. Mgr has to understand that when your temping, you may have interviews to go to for full time job… this crested a problem for her

My company uses ADP Total Source for issuing employee payrolls. I have called their CSR in past several months with some very simple and standard requests. They always issued me a case number for the call and told me that they will take care of my request within 72 hours. They also say that a CSR will be contacting me within that time frame with an update. I NEVER got a follow up call from them. A week passes without hearing anything so I call them back and give them the case number. They will say the case is still open and ask me to wait another 72 hours. Another week passes, I call back again, explain the whole request again.
They also made mistakes in tax calculation on my paychecks. I have probably called them 10 times so far asking for a refund for the amount they deducted by mistake but they did not resolve the issue. Sometimes they put you on hold and then hang up on you later as if the line was disconnected. Also the staff act nice over the phone but they do not have a genuine desire to help you. Actually I was kinda surprised to see a payroll company with such extreme poor performance even existed.

ADP sent an employment verification form to an address that I have not lived at in six years, after calling to confirm the receipt of the second form, they still had not recieved it. It has been over five weeks and a simple Employment Verification form cannot be completed in that time? This company is inefficient, and difficult to work with. Hopefully the faxed form sent directly to the supervisor will not be lost.
Update: After several phone calls to ADP the form was sent. It was the WRONG INFORMATION. ADP did not send the correct form.

I should have never switched out from Paychecks to ADP.
The company was completely horrid to us so we decided to cancel with them and go back with Paychecks…
When we cancelled our services with them they kept on charging us, and on top of that they incorrectly submitted paper work to the Department of Revenue and tried to blame the mix up on them.
I have been to the offices of DoPR trying to submit the correct paperwork and there were pieces of information that were still missing. The information that we needed was from back 2012 and I FINALLY got everything together today! Needless to say I still had to pay a $ 300 fine because this company was a complete mess. This company needs to get it together. And to any future customers… There is not ONE good comment on this website, or any other their other offices, take a hint and go somewhere else!

This is a very unhelpful system! We have to use it to enroll in health insurance once a year. EVERY year they make it more and more difficult. This year they manage to clear all previous log in info, so HR sent us new, but ADP just refuse to even check it saying:
«You have exceeded the maximum number of attempts». HR cannot do anything with them. And on top of it they just «automatically signed us up for paperless enrollment» which means we’ll have to print all info at home instead of getting it by mail in a booklet as before, if we finally get the info…
Avoid using ADP TotalSource if you can!