We probably don’t even need to say it because, in all likelihood, you’re already thinking about it, or maybe even you’re experiencing it right now. “Thank you so much for being a loyal customer. We appreciate you holding while we connect you with one of our representatives.” Indeed, if you’ve clicked on this article, those words have probably struck fear into your heart. It’s also very likely you’re quite tired of hearing them—tired of the long waits, the broken online chatbots, the empty promises, the high costs. Yes, if you’ve clicked into this article, all of this goes without saying. But the first step to solving a problem is acknowledging that there is a problem, so if you’re here, then that’s a good sign: you’ve successfully acknowledged that your big-box payroll provider is a problem.
At Payday HCM, we are all too familiar with the shortcomings of the large corporate payroll providers. In fact, there are so many shortcomings that calling them “shortcomings” is both generous and misleading, considering that the list of issues and complaints that we’ve received from clients and non-clients alike regarding these payroll companies is longer than we could reasonably fit within this article. And, as we stated earlier, if you’re reading this, you’re likely already familiar with many of those things. But what you may not be familiar with is what a better option looks like: if you decide to switch to a different provider, one who’s able to provide you with more personalized service, is it worth it?
Well, in this article, we’ll be discussing how Always Best Care Senior Services of Albuquerque decided to make the switch from their big-box provider to Payday HCM. We spoke with Human Resources Director Lisa Pomroy on Always Best Care’s journey from ADP to Payday HCM, starting with their initial experience with ADP, the issues they were facing that led them to switch, the conversion process between ADP and Payday HCM, and, finally, how their experience with Payday HCM has differed from that of ADP. We hope that, by sharing their story, we can encourage other businesses to take that first step and really consider whether their own big-box provider is truly working for them.
In this article, you will learn:
- Always Best Care: Who They Are and Their Big-Box Payroll Story
- The Conversion: Switching From ADP to Payday HCM
- Experiencing the Difference: How Payday Differs From Corporate Payroll Companies
Always Best Care: Who They Are and Their Big-Box Payroll Story
Firstly, we’ll start with the groundwork of our story: background on who Always Best Care is and what their services are, as well as their relationship with their corporate provider that ultimately led them to consider switching.
About Always Best Care Senior Services
Always Best Care Senior Services provides in-home, non-medical care for military veterans and private pay clients, according to Human Resources Director Lisa Pomroy, who’s been with Always Best Care for three and a half years. Always Best Care seeks to help individuals maintain their independence and quality of life while remaining in the comfort of their own home.
“Our company was with ADP since the inception of Always Best Care… and ADP was already servicing the company when I came on board… So, we’d been with ADP for a long time. We did time and attendance with them, and I assume that also includes payroll taxes and all of that,” Pomroy said.
The Challenges With ADP
Pomoroy told us that, initially, her experience working with ADP was relatively positive: they responded to her questions, provided support, and overall performed the duties Always Best Care had hired them to do. Over time, however, cracks started to emerge—mainly when Pomroy needed to work with ADP on setting up a remote worker: herself.
“ADP assisted with setting up the appropriate codes in time and attendance, but there appeared to be a limited knowledge regarding the multiple local and state tax requirements in Kentucky,” Pomoroy said. “Additionally, the customer service experience was inconsistent due to frequently speaking with different reps each time that I called.”
"...I experienced customer service that was sometimes rude and impatient with me and my questions and requests."
Unfortunately for Pomroy, the challenges didn’t stop there. They continued to struggle to work with ADP to ensure that the proper payroll taxes were being withheld in accordance with Kentucky’s tax code. The inconsistent service that Always Best Care received only deepened the issue, leading to confusion and frustration.
“During the final few months of our relationship with ADP, I experienced customer service that was sometimes rude and impatient with me and my questions and requests. And that rudeness came from the questions with the tax setup for Kentucky. They didn't know what taxes we were supposed to be paying,” Pomroy said.
The Conversion: Switching From ADP to Payday HCM
Now that we have a better understanding of who Always Best Care is and their experience working with ADP, we can take a closer look at their decision to switch to Payday HCM.
What To Look For In A Payroll Provider
Following their experience trying to properly set up payroll tax withholding for Pomroy, Always Best Care began looking for other payroll providers. Heading into this process, they had a clear idea of the kinds of traits that they were looking for in a potential new provider, with a particular emphasis on knowledge and support.
“So, the traits that we were looking for in a new payroll provider: strong expertise in payroll processing and tax compliance, along with consistent, responsive, and friendly customer service,” Pomoroy said. “Reliable support and knowledgeable representatives were especially important to me—someone that I know, that I can relate to, that I can see talking to me with help with payroll and tax.”
"She just did everything for us, which was just a huge relief off of my shoulders..."
Looking On The Bright Side
Thus, the search began. Looking for a payroll provider isn’t easy, even when you have a specific idea in mind, like Always Best Care did when leaving ADP. Luckily enough, Pomroy received a recommendation from her bookkeeper for someone who could assist her with Always Best Care’s tax struggles: Payday HCM Tax Manager, Jen Kolarik.
“We started receiving these notices, and we didn't know what they were for. Then there were also penalties and taxes on top of those notices, and I just kind of freaked out… So, I reached out to [our bookkeeper], and she reached out to Jen… She took care of everything. She called a lot of the tax departments here in Kentucky. She filed the forms. She just did everything for us, which was just a huge relief off of my shoulders because I don't know how to do any of that,” Pomroy said.
Switching to Payday HCM
Following this experience, Always Best Care made the decision to switch to Payday HCM. Payroll conversions aren’t always easy, but, according to Pomroy, Payday’s communication and eagerness to answer her questions led to a conversion process that was “quick, easy, and very timely.”
“The process was smooth. Communication was responsive throughout the transition discussions. Emails were answered within the same day, within the hour. We had several questions… about pay and the processing and timeliness of how everything was going to be… [But] the transition process was smooth. Timely support through the entire process made the transition seamless and easy to manage,” Pomroy said.
Experiencing the Difference: How Payday Differs From Corporate Payroll Companies
With Always Best Care fully transitioning from ADP to Payday HCM, it was time for them to fully experience the Payday difference.
The People of Payday and the Payday Difference
As of the writing of this article, Always Best Care is still a relatively new client of Payday HCM (their first payroll was processed on April 10, 2026). That being said, Pomroy still emphasized how different the experience has been working with Payday HCM, particularly her experience working with Payday CSC Esther Vialpando.
Payday HCM CSC Esther Vialpando (right)
“We're still relatively new clients, and so far, my experience is very positive. Esther has been an excellent, experienced, and knowledgeable payroll specialist, and she provides outstanding support throughout the process,” Pomroy said. “She is there on the other side of my email, answering any questions that might pop up.”
‘We’re Saving Thousands:’ Service and Cost with Payday HCM
Of course, one of the biggest questions when it comes to outsourcing payroll and choosing a provider is cost. For Pomroy, she explained that, given the vast difference between the level of service provided by ADP and Payday HCM, the cost savings after switching have already been apparent.
“I would highly recommend Payday HCM without hesitation—run, don't walk."
“With us moving to Payday, we're saving thousands, thousands of dollars a month—not a year, a month, by switching to Payday from ADP,” Pomroy said. “And the customer service that we receive from Payday is exponentially better than ADP… [ADP’s] rates don't dictate what they do for you, and it felt like we're paying you to do this: you should be doing this, and not me. What are we paying for?”
Look Forward To Running Payroll With Payday HCM
It may not appear to be vitally important on the surface, but running payroll is one of, if not the most important, administrative processes involved with running a business. And, for those who have chosen to outsource their payroll with a large corporate payroll provider, you’ve likely experienced how frustrating inefficient payroll processing can be. Luckily, there’s a better way: Always Best Care made the brave decision to switch providers, and Pomroy would recommend other businesses to do the same.
“I would highly recommend Payday HCM without hesitation—run, don't walk. If you are looking for genuine customer support and a knowledgeable team that understands every aspect of payroll and tax compliance, Payday HCM is an excellent choice,” Pomroy said. “Their responsiveness, expertise, and personalized service have made a significant difference for our organization, and now, every Sunday, I look forward to processing payroll on Monday. Whereas before with ADP, I dreaded it.”
From benefits to payroll to human resources, we’re always here to help. Whatever your business needs, we want to help take you to the next level. Schedule a meeting with us today to take the first step in what we hope to be a long partnership.
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