Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against ADP Canada regarding unresolved billing and service termination issues related to our payroll services ***** ****** ****** **** *** ****** **** **** 
  Amount Paid:
  We were billed CDN $334.59 on July 18, 2025 ******** ********* for payroll services that were explicitly terminated as of June 30, 2025. **** ****** ** ************ *** ************.
  
  What ADP Committed to Provide:
  ADP was contracted to provide payroll services through their Workforce Now platform. During onboarding and throughout our time as a client, they failed to provide transparent communication or adequate customer service.
  
  Nature of the Dispute:
  
  We have made extensive efforts to resolve this directly with ADP, including:
  
  A detailed termination request email sent on June 24, 2025, citing repeated issues with service and communication
  
  A follow-up email on July 4, 2025, warning that no payroll should be processed after termination
  
  A phone call made June 6 where I spoke to representative that our request was “escalated” and would be resolved within the week
  
  A conversation with ADP’s loyalty team on July 21, 2025, during which we were told a termination form would be sent to complete the process. Despite this promise, no form was ever sent, and no further action was taken.
  
  Resolution Sought:
  We request the immediate and formal termination of our ADP account, a written confirmation of closure, and a full refund of any charges billed after June 30, 2025. ADP should also ensure that no further debits are attempted from our account.

  Business Response

  Date: 28/07/2025

  ADP representatives have been in contact with the client to ensure all concerns are addressed and being resolved to the clients satisfaction.
  

• Initial Complaint

  Date:15/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** *** * ******** ***** * ***** *** *** ******** *** we wanted her to be set up with the payroll services for getting her compensated. We decided to go with ADP, and **** ***** - District Manager – Small Business Solutions was the individual I was dealing with. My conversations with **** were initiated on Dec 1. I had relayed to **** that I would like to pay my nanny by Friday Dec 8th, and he got me to submitted all the necessary documents by Dec 5. I was told by **** that upon signing up, ADP will be reaching out to me to get me onboarded to their system.
  
  Since Dec 5, there had been absolutely no communication by **** or ADP. Frustrated with ADP, I gave him a call on Dec 11 (with no response). I email him on Tuesday Dec 12, to which there was no response. A couple of hours later on Tuesday, I called him as well, to which **** answered. Being totally unaware of the issue, **** promised to follow-up and get this looked after. The following day (still not having heard back from ADP), I followed up with **** again on Dec 13 via phone, and left a voicemail, and did the same again today. I still have not heard back from him. I also just sent him an email outlining how disappointed I have been with him and ADP.
  
  Dealing with ADP initially was quite a pain-free process, but once I signed up for their service, it almost appears that even the basic onboarding steps are not being followed, and I was clearly not a priority for them. The reason why I am a bit more frustrated is because all of this was at the expense of my nanny not being paid, which is totally unfair to her. *** ** ***** ***** **** *** ***** ** ******* ***** *** ** *********** ** ***** *** *** ** *** **** *** *** **** ************  I followed all the steps necessary to get ensure payroll is set up for the nanny, and ADP has totally dropped the ball.

  Business Response

  Date: 21/12/2023

  Thank you for providing ADP this feedback so that we have the opportunity to resolve this concern.  Our teams have reached out to the client in order to support and address the situation.

• Initial Complaint

  Date:14/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with ADP for nearly 3 years now. In this time they have:
  
  - Issued duplicated T4's when then transitioned me to another platform in error
  - Charged me random fees totaling $200. When I call in to ask, they cannot explain why I was charged these fees outside of my normal contractual billing. When I email ADP, they ask me to send them copies of the invoices for them to investigate? This dispute has been ongoing for over 12 months.
  - I have asked for assistance in issuing ROE's, help to determine the different end dates. ADP doesn't respond via email and over the phone they say they do not have access to this info.
  
  I just want the random fees explained and reversed. Their call center is off shore and the staff are entry level. ********** * ******** ******* ******** ** ***** ** ******** ******** 

  Business Response

  Date: 22/09/2023

  ADP representatives have been in contact with the client to
  ensure all concerns are addressed and being resolved to the client's
  satisfaction.
  Thank you!
  

• Initial Complaint

  Date:17/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADP did not do the proper source deductions on our account then lied that they did and are refusing to do the work as agreed.

  Business Response

  Date: 18/04/2023

  ADP Canada has been in contact with this client and worked to resolve the items mentioned.  Thank you for providing us the opportunity to address this concern.

• Initial Complaint

  Date:27/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having major issues with ADP and this is getting to the point where no support is being provided and having a direct impact on my life.
  
  In June 2022, I sold my business and closed my service with ADP.
  
  ** ******* ***** * ******** * ************ **** *** ****** ** *** **** ****** ** ****. Long story short after multiple hours on the phone with ADP I was told and also sent an email that it was not an ADP mistake.
  
  Today I spoke to an agent from *** that proactively called I after she reviewed the file. *** ********* **** *** ****** * ** ** *** ** **** **** **** ** ******* *** **** ****** * **** ** ******** *** *** ****** ******* ***** *** **** ********* *** **** *** ****** ** ****** *** ******* **
  
  I called once again and to our disappointment again no one was able to help.

  Business Response

  Date: 31/03/2023

  Thank you for giving us the opportunity to address this concern.  We have been in contact with the client and worked to provide the clarity and information needed.

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a client of ADP Canada from Jan 01, 2022-Nov 30, 2022 and paid a total of $579.44 for payroll services during that time period. I was promised accurate service that would reduce my workload as a small business owner, but that could not have been further from the truth. I have felt that because I am a very small company and therefore not generating a high revenue for ADP, I am simply not important.
  -My Implementation Specialist failed to show up for our scheduled training meeting and instead sent me screenshots of how to submit my 1st payroll.
  -The payroll schedule was not completed properly. I had to manually change the payroll date almost every pay period to make sure it coincided with my payroll schedule.
  -When starting with ADP I was offered a promotion but it was not applied to my account until I called/emailed to inquire.
  -** *** ********** ******** *** ******** ** ****.
  -My employees vacation to be paid at each paycheck. Yet, at the end of the year, I discovered that instead the vacation had been accrued, leaving me with a large lump sum amount to pay my employees for the end of the year.
  -I finally decided to terminate payroll services with ADP as of Nov. 30, 2022. I explicitly told at least two ADP employees that under NO circumstances was ADP to be involved with issuing T4s for taxes, as I had already started with a new payroll company who was taking care of it. But of course, ADP issued them anyway so I was forced yet again to contact ADP to rectify the situation.
  
  All of this has ended up creating more headaches and costing me more time than if I had never joined ADP in the first place, and had just continued performing my own payroll (without errors and without a cost).
  
  I was told the matter was being taken to an escalations team yet no one has contacted me as to the result.

  Business Response

  Date: 28/02/2023

  Thank you for providing ADP an opportunity to address these concerns.  We have been in contact with the client to discuss any outstanding items and all matters have been resolved.

  Customer Answer

  Date: 10/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending receipt of our discussed documentation. 
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently a payroll client with ADP, using their payroll services for a small business. Account info: *** * ******* **** ***.
  
  When I signed up for their service in July 2022, the salesperson gave me an offer of 2 free months and no set-up fee in order to encourage me to sign up. * **** ******** ********** ************* ** *** **** ******* ***** ************.
  
  Since signing up, I have been charged every single month for the service (about $50 per month), and have yet to receive my promised 2 free months after 5 months.
  
  The issue is that I have repeatedly tried to reach out to the company to give them many chances to fix the error. I trust that the error is not on purpose, but have now wasted time on trying to get their attention and have received nothing in response.
  
  After waiting to see if I would get the offer, I finally reached out at end of October. On October 24, I asked their client services team to resolve the issue over email. I was given a 1-800 number to call. I called on October 25. The agent on the phone could not help me but asked me to email the text message to her, which I did. She said they would follow up with the salesperson.
  
  I heard nothing so on Oct. 28, I followed up on my email with the sales agent. No response, followed up on Nov. 2. Still no response.
  
  I feel that the company doesn't care about this as I'm now a client, and so they don't feel the need to keep me happy like they did when they were trying to get the sale. I recognize I'm a small client for this business, but I just want the offer I was promised. I am also frustrated by the complete lack of response when I have given them many chances to answer and the only person I've gotten a response from is the 1-800 number that cannot help me.

  Business Response

  Date: 16/11/2022

  Thank you for providing us the opportunity to address and resolve this matter.   ADP has been in contact with this client and have worked through any outstanding issues, including ensuring their billing issue was resolved.  

  Customer Answer

  Date: 16/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Katarina S.