While we do appreciate the support provided by the HRO team, the overwhelmingly disappointing experience across multiple fronts has unfortunately overshadowed any positive aspects Review collected by and hosted on G2.com.
Our organization selected Inova Payroll with the expectation that it would streamline our payroll processes and reduce administrative burden. Unfortunately, the experience has been overwhelmingly disappointing on multiple fronts.
Customer Service:
One of the most critical shortcomings is the extremely poor quality of customer service. The support team is difficult to reach, especially for California-based clients, and often unavailable when quick assistance is needed. When interactions do occur, staff have shown impatience and unprofessional attitudes, particularly during the training process. This lack of support creates frustration rather than confidence in the platform.
System Performance:
The software itself is riddled with glitches and lacks the reliability and efficiency one would expect from a payroll solution. A core value of payroll software is to save time and reduce manual work — Inova has done the opposite. Despite numerous assurances during the sales process, the product has underdelivered significantly. It requires extensive manual input and oversight, which negates any promised efficiencies.
Training and Implementation:
The implementation process has been the worst I’ve experienced in my years of payroll management. Training resources are insufficient, poorly organized, and not tailored to user needs. There is no sense of guidance or encouragement from the Inova team, making it difficult to gain the knowledge needed to utilize the platform effectively.
Partnership Concerns:
Given our experience, we strongly believe that Aspire should reconsider its partnership with Inova. It reflects poorly on their network and may jeopardize client satisfaction in the long term.
Conclusion:
After nearly three months of payroll processing, the experience has not improved. The platform is not intuitive, support is not dependable, and the level of manual intervention required is unsustainable. Based on our experience, we cannot recommend Inova Payroll to other businesses. Review collected by and hosted on G2.com.
Hello Erika,
Thank you for your feedback. We're sorry to hear about your recent experience and take your concerns seriously. To ensure your issues are fully addressed, we’ve assigned a senior team member to work directly with you and your new payroll manager. Our goal is to resolve any outstanding matters and provide the training and support your team needs to move forward confidently. We value your partnership and are committed to earning back your trust.
- Laura
