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:07/16/2025

  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.

  Gusto is the company my owner uses to pay me, for three weeks now they have cause unjust stress and issues to bill paying. I have got no emails or letters in the mail letting me know they will be changing their deposit time. My owner has paid extra to upgrade to me getting me paychecks Wednesday mornings for several years now this has been happening this way, but the last three weeks I have not been getting it like I had been. I had contacted my owner and my bank before calling gusto to figure out what is going on. I have been given the run around while they blame my bank and my owner, again I had already contacted them getting proof that the bank does not have my paycheck pending and images from my owner showing she has submitted my paycheck on time that gusto has told her to so that I get my check in the mornings not later in the evening. This has cause stress and lack of sleep, I am now being contacted by my bills and loans that my money was not processed and I could be hit with late fees. Last week I had contacted them again to get this resolved they lied again but after I told them I let my boss know of their lies and I'd contact BBB 20 minutes later my check was in my account, funny how they blame it on my bank and my owner when they can send my check like my owner paid for. So they take money from my owner who pays them to get my check in the mornings but not releasing it until way later in the afternoon, so they are now stealing money and not holding to their contract they have with my owner. I would like this fixed and the pay time be put back to how it has been for years. Since they are taking the my owners money for the early payday and not holding up their end of the contract.

  

  Business Response

  Date: 07/17/2025

  Hello *******,
  Thank you for taking the time to share your concerns. We understand how stressful it can be when a paycheck doesn't arrive at the time youre expecting, and we sincerely regret the frustration this has caused.

  
  After reviewing your account, we can confirm that your payment was processed on time and delivered to your bank on the correct check date. The *** tracking ID for that deposit is ***************. We understand that in the past, your deposits may have arrived earlier in the day, and while many banks do make funds available in the morning, the exact deposit timing can vary and is determined by your banks own processing schedule.

  To help clarify, your pay date is determined by when your employer runs payroll. Once the payment is submitted, Gusto processes it and sends it to the bank. From there, its up to the bank to make the funds available. Even if a specific delivery preference has been selected, the employer is responsible for submitting payroll according to that timeline in order for the funds to arrive as expected.

  
  We want to reassure you that Gusto is not withholding or delaying your funds. We process payrolls according to the schedule selected by your employer and submit the payments promptly. If there is a delay in receiving your paycheck, we recommend checking directly with your employer to ensure payroll was submitted on time and with the intended settings.
  Were here to help and happy to assist further if you'd like us to take a closer look at a specific paycheck. Please reply to the email thread where your resolution was provided, and well continue to support you however we can.

• Initial Complaint

  Date:07/09/2025

  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.

  I hired Gusto for payroll management in February 2024; They have file my2024 Q1 payroll taxes 3 different times (that were duplicates), triggering the *** to send me 3 different bills saying I owe taxes, when I have paid the taxes. I have reached out to Gusto at least 50 times to help me solve this problem. They tell me to just pay the taxes. I spoke with the *** and they stated that the Q1 payroll taxes were duplicated 3 times and I need to contact Gusto to correc the error. Gusto will not call me. I can only submit an request and every time they tell me to pay it. I cannot look at what taxes were paid. I can only go by what the *** has told me and whay I know has been taken out of my account to pay. ******************** has been no help in solving their error.

  

  Business Response

  Date: 07/14/2025

  Hello Joy,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and confusion this situation has caused. We understand how important it is to have accurate tax filings and want to assure you we are committed to helping you through this.
  To clarify, what you are seeing are not duplicate filings, but rather 941 amendments (941-X forms). We use the payroll data in our system to generate all tax returns and amendments. Since wages were adjusted after the original filing, we file these 941-X amendments to ensure the *** has accurate and up-to-date information.
  Please know that the tax resolution specialist you have been working with is available to provide more detailed explanations and assist you through the process. They are dedicated to helping clarify any outstanding questions and resolve your case.
  We appreciate your patience as we work to make this right. If you have any immediate concerns, please feel free to reply to your case or contact us directly.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23575857
  
  I am rejecting this response because:  I am not able to speak with anyone regarding this issue.  The only correspondence is telling me to pay the *** money that is not owed. The amendments that were filed are not correct and are exactly what is triggering these *** bills.  I need someone to call me at ************ so that I have a name and number to person that is handling this case.  There has been no calls and very little correspondence via email.  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 07/16/2025

  Hello ***,
  Thank you for following up and sharing your concerns. We understand how stressful it can be to receive IRS notices, especially when you feel the amendments that were filed may have triggered them. We're truly sorry that this experience has been frustrating, and that you havent yet received the clarity or connection youve been looking for.
  Weve escalated your open cases (******** and ********) to our Tax Resolution team and have flagged your request for a specialist to reach out directly. They are the team best equipped to investigate the filings and provide the resolution you're seeking.
  Submitting a complaint through the BBB is one way to ensure your concerns are directed to the right team, and while we can help move things forward, the assigned tax specialist will be the one to provide a full explanation and next steps.
  We know this has been a difficult process, and we truly appreciate your patience.
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23575857
  
  I am rejecting this response because:  I have still not recieved a call.  There has been no resolution.  I recieved an email again stating that this is the companies fault and it is not.  Gusto has messed up my taxes so bad and has cost me unmeasurable time, money, and resources and will not even make a phone call to discuss the matter. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 07/17/2025

  Hello ***,
  Thank you for taking the time to share your concerns. We truly appreciate your patience and the opportunity to review this matter further.
  
  After a careful review, our tax team reached out yesterday to provide resolution in case 38688510.  They determined that the issue stemmed from duplicate reporting of payroll data, which resulted in an overstated tax liability. In addition, one employee was not included in the initial filings, contributing to a remaining balance. To resolve this, our team submitted an amended return to the ***, which has been received but not yet processed. We also provided guidance regarding a related IRS refund and how to handle it, depending on whether it was deposited or not.
  
  We understand how important timely and accurate tax filings are, and we are committed to supporting you throughout this process. If you have any follow-up questions or would like to schedule a call, we kindly ask that you reply directly to the email thread where the full resolution was provided. This will ensure your message is routed correctly and allows us to coordinate with the appropriate team. Please note that our tax team does not have a direct phone line and all calls must be scheduled in advance.
  Thank you again for bringing this to our attention. We are here to help and committed to ensuring a smooth resolution.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23575857
  
  I am rejecting this response because:
    I have asked for a call too many times to count via every online submission request. This issue is not resolved and despite an email that was only sent because of this BBB complaint. I will not respond to any email because the emails are not appropriate and fix nothing. This error due to Gustos incompetence, has cost me so much time, resources, and money. The refund was sent back. None of this would have even been an issue had Gusto not made this huge error. I am being charged penalties and interest due to Gusto error. I have requested a call too many times to count in the emails that instructed me to just pay these *** bills instead of investigating and seeing the major error that is Gusto fault. I knew what the error was back when I got the initial *** bill months ago. My account **** ******* instructed me to add the payroll information previous to Gusto. Then Gusto added it again. So it was duplicated to the ***. I did what my account *** instructed me to do by adding previous taxes from January. Then, when the error was discovered, ******* would not help me.  I called Gusto and was told the tax department does not have a phone. I had to submit it online. I submitted it online too many times to count. Was assured it was fixed when it was not fixed, the error was made worse due to amendment submissions to the *** by Gusto. I spoke with the *** who confirmed the duplicate submissions and that they have received the payment from the incorrect refund. But again, Gusto cannot figure out their own error. They will not call me and are only making the problem worse with each amendment because it is triggering the *** to think I owe even more money when I do not. I will will not be satisfied until I speak with someone and these huge errors are corrected. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/07/2025

  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.

  Hi, Signed up for payroll services with promise of no charges until completion of first successful ************************ roll was Blocked on 06/08/2025.Contacted customer support, Recorded call, the representative reassured me that I don't have to cancel my subscription and that I will not be charged anything until first successful payroll has completed. This was confirmed multiple times during the phone call.Gusto took money from account on 06/10/2025 although payroll was blocked.Gusto Refunded the amount taken on 06/10/2025 on 06/16/2025.Gusto Charged my account $104 for *********************** on 07/03/2025, Which they never provided.I canceled my Subscription on 07/07/2025.Contacted customer support on 07/07/2025, when I was told the fist **** made a mistake and NO refund will be issued.They have charged my bank account for *********************** they never provided!

  

  Business Response

  Date: 07/14/2025

  Hello Mahmoudreza,

  Thank you for reaching out and sharing your concerns. We are very sorry for the confusion and frustration you experienced, and we appreciate the opportunity to provide some clarity.

  Our records show that a payroll was run in June 2025. Because of this, a billing charge for Gusto services was generated in July. This timing reflects how our billing system works, where charges are applied in the month following active payroll usage.
  

  That said, we understand that the expectations set during your earlier support call were different, and we sincerely apologize for the miscommunication and the inconvenience it caused.
  

  As a one-time courtesy, we have issued a full refund of the $104 invoice. You should see the funds returned to your account shortly, depending on your bank's processing time.
  

  We appreciate your feedback and are always working to improve. Please let us know if there is anything else we can do to support you.

  Customer Answer

  Date: 07/15/2025

  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.

  
  Thank you for your efforts resolving this matter. Much appreciated.

  
  Sincerely,
  
  Mahmoudreza Mirmohammadsadeghi

• Initial Complaint

  Date:07/06/2025

  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 have a single person LLC and used Gusto for payroll during 2025. I used them so that they would handle payroll taxes for me. In April I wanted to run a payroll to collect and pay payroll taxes for March for Q1 2025 and Gusto's customer support advised me to run a "***********************************************" using Gusto's software. After doing this, Gusto debited the Q1 payroll taxes from my account but did not pay them to the state or federal government. Gusto has reports to show bank transactions and "agency payments". There is clearly a mismatch between the reports - the debit for payroll taxes is shown and the "agency payments" report does not have a corresponding entry. Gusto assured me that the money would be refunded by the end of Q2 but as of July 6, that has not happened. I confirmed with the State of Maryland and the *** that they have not received the money. Gusto essentially stole from me though I believe it was initially due to a software error rather than malice. However, It is clear that they owe me money and their refusal to correct this situation is unacceptable.

  

  Business Response

  Date: 07/14/2025

  Hello ******,
  Thank you for bringing this to our attention. Were very sorry for the poor experience youve had and truly regret the stress and inconvenience this has caused. We understand how critical it is that payroll taxes are handled accurately and with clear communication.
  Weve opened a new case under reference number ******** to ensure your concerns are fully addressed. A senior member of our Client Relations team has been assigned and will be reaching out to you directly with a detailed follow-up.
  After reviewing your account, we do see that a payroll was processed and then reversed six days later. While the reversal occurred, some of the tax payments were still sent to the agencies. Because those funds were already remitted, the refunds will be issued to you directly by the agencies themselves.
  We know this situation has been frustrating, and we sincerely apologize for the delay in resolving it. Please rest assured that resolving this is a priority for us, and were committed to making it right.
  Our team will be following up with more detail soon and will be able to assist you further in the above mentioned case.

  Customer Answer

  Date: 07/19/2025

  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,
  
  ****** ********

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising 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.

  The portal on gusto is extremely unclear on the different accounts that are offered for customers. I had a limited purpose *** account that is clearly stated below to be able to roll over to the next year. However, after contacting gusto multiple times about it, after a whole year, they tell me that I can't access it due to IRS rules. Customer ********************** is extremely slow - you can't call them and they take 24 hours to reply to one question. Having a conversation takes an entire month. Although $450 is not a lot of money, it's not a small amount either. Now I can't access the funds and there was no prior notice from gusto about it either.

  

  Business Response

  Date: 07/14/2025

  Hello *****,

   

  Thank you for submitting your BBB complaint and for taking the time to share your experience. We are truly sorry for the confusion and frustration surrounding your Limited Purpose FSA account. We understand how upsetting it can be to feel like you are not receiving clear answers or timely support, especially when it involves access to your funds.

  
  We have reviewed your case and can confirm that it has been escalated to one of our benefits specialists. They are the best point of contact for you moving forward and will be able to assist with any questions you have about your account and the applicable IRS rules.

  
  We sincerely apologize that the support you received so far has not met your expectations. Your feedback is incredibly important to us, and we will be sharing it with our internal teams so we can continue working to improve the customer experience.

  
  If you have trouble reaching your assigned specialist or need help with anything else, please feel free to reach out. We are here to support you.

• Initial Complaint

  Date:07/01/2025

  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.

  On April *****, 2025, I was supposed to receive a payroll payment of $200 USD via Gusto, which my U.S.-based employer processed on that date. Gusto marked the payment as Completed and provided a payment reference (**********RE) and MT103 trace with UETR: 775b1767-14e7-4a13-9e17-adf815559036.The funds were reportedly sent through ************** to *************************************** (SWIFT: ***********). However, despite submitting this MT103 to *********, they have confirmed that the payment never reached their system and could not be traced using the UETR.I contacted my employer and Gusto about the issue, but no formal action has been taken to recover the funds. Gusto has not initiated a fund recall or SWIFT network investigation through their bank, which is the standard procedure in such ******** has now been over two months, and I have still not received my wages. I have exhausted all possible options, including communicating with *********, my employer, and Gusto. This issue has caused me significant stress and financial hardship.

  

  Business Response

  Date: 07/14/2025

  Hello *******,
  
  Thank you again for bringing this to our attention. We truly understand how difficult and frustrating this experience has been, and appreciate your persistence in seeking resolution.
  
  We want to confirm that this issue was fully addressed under case number ********. To help make things right, we processed a $200 refund to your employer's Gusto invoice so that they can reissue the payment to you directly. This refund was processed as a one-time exception, given the unique circumstances of the case, and should have reached your employer within 2 to 3 business days of being issued.
  
  We sincerely apologize for the stress and delays you experienced while waiting for this to be resolved. Its important to us that every customer feels supported, especially in cases involving delayed wages.

  
  Since the refund has been processed and the case resolved, we will go ahead and mark this BBB case as closed. However, if you have any further questions or need continued support, please do not hesitate to reach out. We are always here to help.

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Product 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 have been a customer of ******************** for over three years, relying on them to handle payroll and tax filings for my small business. In Q1 2025, Gusto processed my tax payment but failed to file the return. I was never notified of this failure when it occurred. According to Gusto, the filing was rejected by the state of ************* on May 5, 2025, due to an issue with an employee having an ITIN instead of an SSN the same information Gusto has used to successfully file for the past 3+ years.I contacted Gusto on May 8 inquiring about Q1s filing status and received no response until June 10, when I was sent an automated message instructing me to self-file. This delay in communication is unacceptable and unprofessional.Gusto is now refusing to refile or take ownership of the issue, instead claiming that it was due to incorrect information provided. If thats the case, it raises serious concerns that Gusto has been filing taxes incorrectly for over three years without notifying me until now. This was not a new employee, so the justification lacks merit.I took immediate steps after their initial email including contacting the ***************************** and ultimately deciding to terminate the employee to avoid further complications. However, Gusto refuses to help correct the rejected filing or cover the cost of hiring a CPA to do so, even though I relied on their platform and service for compliance.Desired Resolution:Gusto should either refile the Q1 return on my behalf or Reimburse the full cost of a CPA to correct the rejected return Accept full responsibility for any penalties caused by their failure Ensure Q2 is filed accurately and on time I am extremely disappointed in Gustos lack of accountability, communication, and support in resolving an issue that clearly originated on their end.

  

  Business Response

  Date: 06/24/2025

  Hello ********,
  
  Thank you for sharing your concerns and for being a valued Gusto customer for over three years. We sincerely apologize for the frustration and challenges youve experienced.
  
  To ensure we provide you with the best support, we have opened a new case (********) on your behalf and have reached out to you directly to offer clarity and assistance. Please know that we rely heavily on accurate payroll information to file correctly, and after thorough review, the details provided in previous communications remain accurate.
  
  While we are unable to refile the Q1 return, we are committed to working closely with you to ensure that your Q2 filings are processed smoothly and accurately.
  
  We understand the importance of timely and transparent communication and appreciate your patience and understanding. Please feel free to continue the conversation through your case so we can assist you further.

  -Gusto

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23512003
  
  I am rejecting this response because:
  

  Thank you for your response.
  While I appreciate that a new case has been opened (********) and that your team has reached out to me directly, I want to clearly reiterate that my concerns have not been fully addressed.
  The rejection of my Q1 2025 filing was not communicated to me until over a month later, on June 10 even though your system received the rejection notice on May 5. This delay significantly limited my ability to correct the issue promptly and avoid potential penalties or late fees.
  More concerning is that only after I escalated the issue was I informed that a name ****** Cap appeared in the rejection notice from the state. This individual has never worked for my business. If Gusto had caught this serious discrepancy when the rejection first occurred, and contacted **** promptly for clarification, its very possible that the filing could have been corrected and successfully resubmitted within the remaining two attempts. Instead, the time window passed, and I was left without recourse.
  Your response states that the information provided was inaccurate, yet the employee in question (who has an ITIN, not an SSN) has been on payroll for multiple quarters without issue. If this data was acceptable before, why was it suddenly rejected and why is Gusto placing full responsibility on me without first verifying whether something changed on the agencys side?
  Lastly, while I understand that Gusto cannot refile Q1, I do believe Gusto should be held fully responsible for the costs and consequences of this situation, including any penalties, correction fees, or CPA expenses, especially given the lack of communication, oversight, and delay in response from your team.
  I remain committed to working toward a solution and appreciate the outreach by ******* from your team. However, a gesture like three months of waived payroll fees does not resolve a compliance issue that could impact my small business long-term. I respectfully ask that this matter be taken more seriously and transparently as we continue working toward resolution.
  Sincerely,
  ******** *****
  Owner, Delicious Balance

   

  

  Business Response

  Date: 06/25/2025

  Hello ********,
  Thank you for your detailed response and for sharing your concerns with us. We want to assure you that your case remains open and active with ******* from our Client Relations Team. She has a call scheduled to discuss the failed Q1 filing and agency reporting in detail, to work through your concerns and next steps.
  Please note that while we cannot review or complete case work within the BBB portal itself, we have thoroughly addressed all complaints through your open case and remain committed to supporting you there.
  We appreciate your continued engagement and are focused on working with you to resolve this matter as thoroughly and transparently as possible.
  Thank you for your patience and collaboration.
  

  Customer Answer

  Date: 06/25/2025

  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,
  
  ******** *****

• Initial Complaint

  Date:06/18/2025

  Type:Product 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.

  In early February 2025, we updated our banking information through Gustos payroll platform to receive a payment from a third-party client. Despite this update and confirmation of a successful test deposit, Gusto mishandled the transaction and sent a payment of $13,200 to an unauthorized third-party account.When we reported the error in March, Gusto acknowledged their mistake and stated that a 90-day Letter of Indemnity process would be required to recover the funds. We complied fully with all of their requests, submitted every document they asked for, and waited patiently. It is now well past the 90-day period (we are in June), and we have not received a refund or meaningful update.This mishandling of funds has had devastating consequences for our company. We lost the Client contract due to the delay and confusion, suffered major financial hardship, and endured severe reputational damage. As a minority-owned business already facing systemic challenges, this situation has been not only economically damaging but emotionally exhausting.We have reached out multiple times and followed all of Gustos internal processes, yet we continue to be met with silence or vague replies. The lack of accountability feels discriminatory and deeply unethical. We believe this conduct violates fair business practices and breaches the implied covenant of good faith.We are now pursuing legal action but are filing this BBB complaint in hopes that it will urge Gusto to resolve this issue responsibly, reimburse our business, and ensure this never happens to another small or minority-owned company again.

  

  Business Response

  Date: 06/20/2025

  Hello *******,
  

  Thank you for reaching out and sharing your concerns with us. We understand how important this matter is to you, and we want you to know that we've located your account. A dedicated specialist from our team has already contacted you to offer personalized support as we work diligently to resolve this issue.

  We truly appreciate your patience and trust during this time, and were committed to providing the support and assistance you deserve.

  -Gusto

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23489052
  
  I am rejecting this response because:
  Since February, I have been assigned multiple dedicated agents, including the most recent ones, and each one has repeated the exact same scripted responses without providing any actual progress or resolution.
  
  I have been more than patient, allowing months for this to be corrected. Yet, despite your promises of support, there has been no movement, no resolution, and no meaningful action taken to address the significant financial harm this has caused my business.
  
  This pattern of stalling and canned responses is exactly what prompted me to file this complaint. At this point, I am proceeding with filing a civil lawsuit and will also be contacting media outlets to shed light on this matter. The damages to my company are real, ongoing, and completely avoidable had this been handled professionally and with urgency.
  
  I strongly suggest someone with actual authority steps in immediately if you want to attempt to resolve this before things escalate further.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/24/2025

  Hello *******,
  
  Thank you for reaching out and for sharing how this has impacted you. Were really sorry youve had such a frustrating experience, and we understand how upsetting it is to feel like youve had to repeat yourself without meaningful progress.
  
  We want you to know that ***** from our Client Relations team is actively working on your case (#********) and is your best point of contact moving forward. H*** continue providing updates and next steps directly through that case to make sure you have clear, consistent support.
  
  While we review all BBB complaints, we dont resolve issues through the BBB platform. Your open case is the best place for us to provide focused, detailed help.
  We truly appreciate your patience and the opportunity to work toward a resolution.
  
  All the best,
  The Gusto Team

• Initial Complaint

  Date:06/18/2025

  Type:Product 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 had one of gustos spending accounts for several months that my employer deposits my pay check weekly into. I had money in that account, and filed a dispute from a transaction through gusto. The dispute was for a transaction from *******, ******* had charged my card multiple times. When I spoke to ******* they told me to file the dispute with directly with gusto. I did. Gusto in turn completed an investigation regarding the dispute and determined the transaction wasn't fraudulent. I then contacted ******* back and they immediately sent a refund back to my account because the transaction was in fact fraudulent. The refund amount was for ****** they sent this on June 10 2025. June 13 2035 I attempted to use my spending account through ********************** and wasn't able to upon attempting to look at my balance through their app I realized I no longer had access to any of the money that was in my account. I emailed ********************** the following day and heard nothing back. June ****** I received an automated email from gusto stating they had elected to close my account. They did not state a further reason. I have been unable to receive the money back from ******* because gusto elected to close my account that was in good standing. I was unable to access the funds from my account until that following Monday June 16, so unable to go to work or put gas in my vehicle pay bills because the money for all that was in that account they again chose to close. Upon further discussion with gusto about all this they informed me they closed my account due to me filing that dispute that was in fact fraudulent because I was going to receive money back for it. However because that account is now closed ******* can't send it back to me because it was the account associated with the purchase. Gusto is refusing to assist me in receiving the money back for that fraudulent transaction and our further refusing to reopen my account.

  

  Business Response

  Date: 06/18/2025

  Hello *****,
  
  Thank you for taking the time to share your concerns. We genuinely appreciate your feedback and understand how important this matter is to you. After thoroughly reviewing your account and the details of your complaint, we want to provide you with clarity and support as we work towards a fair resolution.
  
  We have carefully considered the feedback provided by the specialist handling your case and can confirm that the guidance given is accurate. I understand that the decision to close your Gusto Spending account by our Assurance team may be disappointing, and I sincerely empathize with your situation. Please know that this determination is final and will not be reversed. We encourage you to work directly with ******* to discuss an alternate refund method for the transaction in question.
  
  While we know this outcome may not be what you were hoping for, our commitment to transparency and adherence to the policies outlined in our terms of service remains strong. 
  
  If you have any further questions or need additional clarification, please feel free to let us know on the current case you have open with our specialist. 
  
  Regards,
  Gusto Client Relations
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23484047
  
  I am rejecting this response because:

  The only option I am left with is to accept In Store credit for a transaction I did not make. That money should be refunded into my account. ******* did attempt to make it right but due to their policies are unable to refund the money back to a different account. The ONLY reason I still do not have that money is because my account was closed due to gusto not believing that transaction was fraudulent. My account was closed because gusto did not believe that. I have shown it very clearly was fraudulent. No I am further being punished by not being allowed my money back because of their decision. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/24/2025

  Hi *****,
  Thank you again for sharing your concerns. We understand how frustrating this experience has been and how important it is to recover the funds from the transaction you referenced.
  We recognize that ******* attempted to issue a refund but was unable to complete it to the original account. While ******************** is not able to receive or redirect funds from merchants, we recommend continuing to work directly with ******* to explore any alternative refund methods they may offer. These may include reissuing the funds to a different payment method or providing store credit, depending on their policies.
  We know this is not the resolution you were hoping for, and were truly sorry for the inconvenience and frustration this situation has caused.
  Sincerely,
  Gusto Client Relations

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23484047
  
  I am rejecting this response because:
  You are not even attempting to rectify the situation your team caused. You are just telling me sorry not sorry but you have to deal with it. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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 signed up for Gusto to use as a payroll company and spoke to someone in December regarding it. It was made aware we are an ag business from the start. We had an account from February til May 2025. In April of 2025, I received an e-mail from Gusto regarding SD Unemployment tax stating that we were not liable, I had previously sent them a letter showing them we were as the amounts taken out needed to be adjusted. I contacted an agent in April to discuss this as we are indeed responsible, the representative argued with me for over 45 minutes that we are not. I eventually had to call the state and set up an account so I could file the taxes myself. When reviewing my account, I noticed they filed Form 941 instead of Form 943 for Ag businesses. The agent I spoke to stated I would need to call the *** to see what would be needed to correct the issue. My agreement with Gusto was they are to pay taxes quarterly and unemployment, they have done neither. If there is any penalties I am required to pay, I will be seeking those to be paid by Gusto as well.

  

  Business Response

  Date: 06/18/2025

  Hello Jenn,
  

  Hope all is well! Thank you for bringing this to our attention. We have located your account and understand your concerns. A specialist from our team will contact you shortly to assist with this matter.
  

  We appreciate your patience as we work to address your concerns, and were committed to providing the support you need.
  

  -Gusto Client Relations

  

  Business Response

  Date: 06/18/2025

  Hello Jenn,
  

  Hope all is well! Thank you for bringing this to our attention. We have located your account and understand your concerns. A specialist from our team will contact you shortly to assist with this matter.
  

  We appreciate your patience as we work to address your concerns, and were committed to providing the support you need.
  

  -Gusto Client Relations

  

  Business Response

  Date: 06/18/2025

  Hello Jenn,
  

  Hope all is well! Thank you for bringing this to our attention. We have located your account and understand your concerns. A specialist from our team will contact you shortly to assist with this matter.
  

  We appreciate your patience as we work to address your concerns, and were committed to providing the support you need.
  

  -Gusto Client Relations