What Are the Biggest Complaints About Payroll Companies?

The biggest frustration we hear from businesses all revolve around communication with their providers. While large providers might promise efficiency and convenience, many businesses report experiencing a range of recurring frustrations. These issues can take a toll on operations, morale, and time management. Here are the top five complaints companies commonly have about payroll service providers and how smaller, more personalized companies may just solve these challenges.

1. 60% Complain About Long Wait Times and Being Stuck On Hold

How many times have you called your payroll company only to be stuck in a seemingly endless loop of hold music? This is one of the top complaints businesses have when dealing with large providers. With long wait times, even the smallest issue can escalate into a stressful ordeal. Imagine trying to resolve a payroll discrepancy on payday, only to spend an hour on hold before speaking to someone.

2. 27% Have Issues With Ineffective Service

Another frequent frustration is receiving service that doesn’t actually solve the problem. Whether it’s unresolved paycheck discrepancies or errors in benefit calculations, ineffective service wastes time and energy. Many large providers follow a “one-size-fits-most” approach, which often leads to generic, unhelpful answers.

3. 72% Are Tired Of Having To Repeat Information

Does this sound familiar? You’ve just explained your issue in detail to one representative, only to be transferred to someone else who asks you to start from scratch. This repetitive process is one of the most exasperating aspects of working with large payroll companies. It wastes time and leaves you feeling unheard.

4. 12 % Are Frustrated With Slow Response Times

When payroll issues arise, time is of the essence. Mistakes in payroll calculations, tax filings, or benefit distributions can have serious implications, and waiting days (or even weeks) for a response can leave a business in a tough spot.

5. 64% Are Concerned At The Inability To Resolve Issues

Perhaps the most significant complaint is when payroll companies simply can’t resolve issues at all. From misclassified employees leading to tax penalties to botched payroll runs impacting payday, unresolved problems can wreak havoc. With larger providers, the issue often lies in rigid systems and overburdened support teams that lack flexibility.

The Advantage of Personalized Payroll Providers

When you work with a smaller, more personalized payroll service, you benefit from:

• Dedicated Support: You’ll have a Client Support Specialist  who truly understands you and your business.
• Tailored Solutions: Systems and services that adapt to the unique aspects of your business, rather than forcing you into rigid processes.
• Faster Resolutions: Your queries don’t end up buried in a massive queue.
• Proactive Communication: Smaller teams often mean more attention to detail and open dialogue.

How to Improve Your Payroll Experience

If your current payroll provider leaves you feeling frustrated, there are steps you can take to find a better fit:

1. Identify Your Pain Points: Pinpoint the exact frustrations you’re experiencing, like slow response times or hidden charges.
2. Research Alternatives: Specifically look for providers that offer personalized services, clear communication, and flexible solutions.
3. Ask the Right Questions: Engage potential providers by asking how they handle support, response times, and bespoke solutions.
4. Consider Smaller Providers: Boutique payroll companies often offer a more human approach to businesses, delivering what their larger counterparts sometimes miss.

The right provider can make all the difference in streamlining your payroll processes and eliminating unnecessary stress. By prioritizing customer-focused solutions, smaller payroll companies can transform payroll from being a burden to a seamless business function. Take the time to explore alternatives and partner with a provider that aligns with your values and operations.

If you’re getting tired of the same old frustrations, we’d love you to consider APlus. Take the first step,  Schedule a chat today and see the difference APlus Payroll can make in your day. Consultation is always friendly and free!