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I worked for a small local PEO that would constantly see companies leave for a year to go to ADP/ other major payroll providers (rates were hard to pass up!?) and come back as soon as their contract was up more than happy to pay a little more to get a real person on the phone & have a designated contact!
We use BambooHR for our HRIS and their payroll partner (owned by Bamboo) trax. When we first switched we had a few errors/problems but they fixed it pretty quickly & all the small questions and things that pop up now that I am familiar with the system are fixed in a 5 min chat session !
Escalate your concerns and complete every survey you receive… with comments. They’ll pay attention and you should see yourself higher on the priorities.
Pro
It takes 11- 20 minutes of going through an automated phone system to get someone to pick up, and it's usually the wrong person. There are no direct numbers for any of your contacts. Emails are responded to in either 6 hours or 3 days -- you'll never know which, so I hope you don't have anything urgent.
I don’t deal with them directly but they’re frustrating to work with on the acquisitions side.