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:12/17/2024

  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.

  After many weeks of trying to get things situated and starting to process payroll, it it with such regret that I even looked into the possibility of this company.There were a few inconsistencies from the jump.But I proceeded with services after assistance from ***s.Once our company was finally approved after many phone calls, about 3 days later, I got an email to suspend ************************** details just very basic and generic.Called into customer ********************** and the *** insisted that I could be reinstated after revising somethings.I instructed her on what the details said in the email but she proceeded to tell me that I ******** of course, today, that very same *** sends me an email saying that she was wrong and indeed the account can not be reinstated.What a waste.Should have known better when I read other reviews that said the same thing.Stay clear of gusto if you are a small business and new to running payroll.This DIY system will not work for you.

  

  Business Response

  Date: 12/18/2024

  Hello *******,

  Thank you for sharing your feedback. We sincerely apologize for the confusion and frustration you experienced during this process. We understand how disappointing this situation has been, especially after the time and effort you invested in setting up your account.
  
  On further review of your account application, ******************** has elected not to approve your company for our platform. This decision was made in accordance with Section 1 of our Terms and Conditions, and your account has been deactivated. For more information, you can review our Terms and Conditions here: ****************************************.
  Please note that this decision is final and cannot be reversed. While we regret being unable to meet your expectations, your feedback is valuable and will help us improve our processes and communication moving forward.
  
  Thank you for your understanding, and we wish you and your business success in the future.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22700873
  
  I am rejecting this response because: it started with section 22 then ended with section 1.. additionally, no *** has been able to officially tell me what that means.I even had one to tell me that it could be reactivatedplease provide consistent reasoning and details moving forwardthis made for a bad experience 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 12/18/2024

  Hello *******,
  Thank you for sharing your feedback. We sincerely apologize for the confusion and frustration you experienced during this process. We understand how disappointing this situation must have been, especially after the time and effort you put into setting up your account.
  After further review of your account application, ******************** has decided not to approve your company for our platform. This decision was made in accordance with Section 1 and Section 22 of our Terms and Conditions. (both statements are correct) , which you can review here: **************************************** and **********************************************. Consequently, your account has been deactivated.
  Please note that this decision is final and cannot be reversed. While we regret being unable to meet your expectations, your feedback is valuable and will help us improve our processes and communication.
  Thank you for your understanding, and we wish you and your business success in the future.

• Initial Complaint

  Date:12/11/2024

  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 called Gusto for assistance canceling an individual payment. They told me that they could not do it, but that I could stop that one payment with my bank and it wouldn't mess anything up. I spoke to at least two different people about that. So I called the bank, stopped the individual payment. They said everything should be fine. Then yesterday, Gusto had their software glitch. Our payments did not go out because of their internal glitch. Then today, our payments were processed and our payroll was blocked as a result of that one individual payment that we blocked. The Gusto employees were informed that it was a fraudulent payment that one of our employees had put in for herself just before resigning. They let that go and then blocked the rest of our payments and caused us major problems and caused us a lot of money. Now they want us to reimburse them for the money that they fronted to that employee, knowing it was a fraudulent payment. I can't express how angry I am enough. I am communicating with them directly and I'm going to continue to do so, but I also really appreciate having this additional way to show how angry I am. Thank you.

  

  Business Response

  Date: 12/12/2024

  Hi ******,
  
  Thank you for reaching out regarding the payment processed by a contractor with admin access to your account. We're sorry to hear about this fraudulent activityits understandably a stressful situation.
  
  Because the payment was processed on a next-day timeline, we were unable to stop the funds from being paid out. When the payment was later blocked by your bank, and Gusto had already paid the contractor, your account was locked to prevent any further loss of funds.
  
  We see that you are actively working with our support team on case ******** to address the balance due, the amount paid to the contractor in error, and your account status. Our team is fully dedicated to helping you navigate this situation and resolve it as quickly as possible.
  Please continue collaborating with them, as they are the specialists best equipped to assist. If theres anything else we can do to support you during this process, dont hesitate to let us know.
  -Gusto

• Initial Complaint

  Date:12/11/2024

  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.

  On Dec. 6, 2024, we run a payroll for our employees and expected the paycheck to reflect on their account on Dec. 9, 2024, but unfortunately, there is a system glitch and none of our employees got their paycheck. We called Gusto to ask for assistance in resolving the issue as soon as possible, but the people we talked on the phone would not help us. Our employees are so upset that their payrolls are getting delayed and some of them need the money to pay bills and even surgery for their child. Due to this matter, we need to go to ***** to a file a cheque and pay $500 to the overnight cheque for the employees for an alternative option for them to received the payroll. This has been causing a lot of inconvenience not just to us but also to our employees.

  

  Business Response

  Date: 12/12/2024

  Hi ******,
  
  Thank you for reaching out regarding the payment processed by a contractor with admin access to your account. We're sorry to hear about this fraudulent activityits understandably a stressful situation.
  
  Because the payment was processed on a next-day timeline, we were unable to stop the funds from being paid out. When the payment was later blocked by your bank, and Gusto had already paid the contractor, your account was locked to prevent any further loss of funds.
  
  We see that you are actively working with our support team on case ******** to address the balance due, the amount paid to the contractor in error, and your account status. Our team is fully dedicated to helping you navigate this situation and resolve it as quickly as possible.
  Please continue collaborating with them, as they are the specialists best equipped to assist. If theres anything else we can do to support you during this process, dont hesitate to let us know.

  -Gusto

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22675793
  
  I am rejecting this response because they were the ones who advised us to stop payment. They assured us that there would be no issue with processing payments and that everyones payments would go through. We acted based on their advice, and if they have any questions about that, they should review the calls. We reached out to them for help, and that is what they instructed us to do. We simply followed the directions given to us.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 12/17/2024

  Hello ****,
  
  Thank you for sharing the additional details regarding this matter. We sincerely regret the inconvenience this situation has caused to both ********************* and its employees. Ensuring timely payroll processing is of utmost importance, and we take these concerns very seriously.
  After thoroughly reviewing the details of the payroll run on December 6, 2024, as well as our communication with the customer, wed like to clarify the following:
  
  System Issue:
  On December 6, 2024, there was no system-wide glitch that would have prevented payroll processing for all employees. Our records show that payroll was submitted successfully, and we did not detect any errors on our platform at the time.
  
  Advice to Stop Payment:
  We understand the concern raised regarding advice to stop payment. To ensure clarity, we are actively reviewing the call recordings to validate the guidance provided by our team during your outreach. If there was any misunderstanding or miscommunication, we will address this internally to ensure accuracy and consistency in future support interactions.
  
  Resolution Steps Taken:
  We acknowledge that the you took additional measures, including issuing checks and incurring a $500 fee for overnight delivery to employees. While we deeply regret this inconvenience, it is important to note that payroll delays can sometimes occur due to factors outside of Gustos system, such as issues with the employers bank or changes made to payment schedules.  Additionally the person who ran the payroll originally did have access to do so.  We recommend only allowing access to admin who you wish to run payroll.
  
  Desired Settlement:
  While we are unable to reimburse the $500 incurred for overnight checks, we are committed to reviewing this matter further to identify opportunities for improvement. Should the investigation into the call recordings uncover any inaccuracies in our guidance, we will take appropriate steps to resolve this issue.
  
  We sincerely value our partnership with ********************* and are dedicated to ensuring smoother payroll experiences moving forward. If there are any remaining questions or concerns, we encourage you to reach out directly to our team. We are happy to provide additional support and clarity as needed.
  
  Thank you for your time and understanding.
  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22675793
  
  I am rejecting this response because:

  Your only rebuttal to this is that you will review the tapes, which you would have already done over a week ago. You say that sometimes pay may be late, like it's no big deal, people need to be paid, and issuing paychecks is your entire business. This has caused our company to be in choas, and no one has even called me to discuss the matter. You have the worst customer ********************** imaginable. 

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/10/2024

  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.

  Subject: Urgent Resolution Needed: Ongoing Payroll Issues with Gusto Dear [Gusto Support Team/Supervisor],I am writing to express my frustration and disappointment regarding the payroll services for my small business, which have been riddled with errors, miscommunications, and unprofessional handling. Despite multiple attempts to resolve these issues, the situation remains unresolved and is now impacting my ability to pay my independent contractors on time, as per my business practices.When I signed up with Gusto, I was under the impression that I could run payroll on Tuesdays to ensure contractors would receive payment by Friday. However, upon attempting my first payroll, I discovered this required an upgrade to a higher-priced package. Subsequently, I received a call the day before Thanksgiving informing me that the upgrade was unnecessary and that HR servicessomething I do not needhad been added to my account without my consent.Despite paying the required fees and running the payroll, I received an email stating that the payment was declined. I confirmed with my bank that sufficient funds were available, ensured the payment was processed, and verified with my contractor that they received their pay. Days later, I received another email from Gusto claiming insufficient funds and requesting an additional $****** response, I worked with my banker to open a dedicated payroll account to prevent future issues. Gusto informed me that the account needed to be verified via two small deposits. As of today, December 10, this verification has not occurred despite repeated follow-ups, leaving me unable to run payroll again.I trust that Gusto values its customers and will act swiftly to rectify this situation. Please confirm receipt of this email and provide an update on the steps being taken to resolve this matter.

  

  Business Response

  Date: 12/11/2024

  Hello *****,
  
  Thank you for bringing this to our attention. We understand your concerns, and want to apologize for any inconvenience youve experienced.
  Someone from our team will be reaching out to you today to assist and ensure we work toward resolving this matter promptly. We appreciate your patience and look forward to addressing your concerns. Please note that prior to running a first payroll we must ensure that the banking information is correct and are happy to assist here.

• Initial Complaint

  Date:12/10/2024

  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.

  I purchased payroll services from Gusto on June 25th, 2024 and cancelled my account on December 10, 2024. Payroll services which I paid for include filing federal and state taxes for my company. Gusto filed my federal and state taxes for 3rd quarter of 2024 but wants to charge me an additional fee for filing my 4th quarter taxes.During my last phone conversation with Gusto, the representative told me that Gusto would have filed my 4th quarter taxes if I had not cancelled. Gusto should file my 4th quarter taxes because I paid the same amount for payroll services in the 3rd quarter and Gusto never provided written documentation explicitly stating that the company would charge an additional fee for filing taxes if I terminated my account.

  

  Business Response

  Date: 12/10/2024

  Dear Vikas,

  Thank you for reaching out and providing us the opportunity to address your concern. We truly value your feedback and strive to handle all inquiries with transparency and integrity.

  As Gusto offers a self-service platform, we empower our users to manage their preferences, including how filings and other services are handled when transitioning from our platform. As part of this, we provide an exit survey to help us understand your preferences for completing any outlying tasks such as tax filings.
  

  After reviewing your exit survey, we noted that you chose to have us complete any outstanding tax payments, while you opted to manage the Q4 and Year-end filings independently. You can revisit these preferences at any time under your settings tab in the "Plan & Billing" section. For your convenience, Ive attached a screenshot showing where you can locate the elections you've made.

  However, if you've since reconsidered and would like us to assist with the annual filings, we would be happy to provide this service for an additional fee, just reach out to us at ********************************** and let us know how you would like to proceed so that we may assist you further.

  Thank you again for your understanding, and we look forward to resolving this matter to your satisfaction.

  Best regards,

  Gusto 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22667081
  
  I am rejecting this response because Gusto is charging me an additional fee to file my 4th quarter taxes only because I cancelled my account. The ******************** representative I spoke with on December 10th confirmed this. Gusto did not communicate that they would not file my quarterly taxes at any point in time before I contracted with them for payroll services. Gusto has charged me the same amount for payroll services in both 3rd and 4th quarters but reduced the services provided without any prior, written communication.

  Sincerely,
  
  Vikas Arya

  

  Business Response

  Date: 12/11/2024

  Hello Vikas,
  
  Thank you for reaching out and giving us the opportunity to address your concerns. We truly value your feedback and are committed to providing clarity and support.
  Gusto operates as a self-service platform, empowering users to manage their preferences, including decisions about how filings and other services are handled when transitioning away from our platform. To assist with this, we provide an exit survey to document your preferences for handling any remaining tasks, such as tax filings.
  
  After reviewing your exit survey, we see that you selected for Gusto to handle any outstanding tax payments, while opting to manage your Q4 and Year-end filings independently. If you'd like to revisit or confirm these preferences, you can do so at any time by navigating to the "Plan & Billing" section under your settings. To assist, Ive attached a screenshot highlighting where you can review these elections.
  
  If youve changed your mind about either canceling your account or paying for the additional filings after closing your account and would like Gusto to assist with the annual filings please email us at *********************************** and let us know how youd like to proceed.
  
  Thank you again for reaching out, and we look forward to resolving this to your satisfaction.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22667081
  

  I am not reinstating my plan and if Gusto does not provide the services included in the plan that I paid for then my next step will be to take legal action.

  Vikas Arya

• Initial Complaint

  Date:12/06/2024

  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 has been in charge of our payroll and has made several errors and have not filed taxes on a timely basis after trying and requesting them to do so four times or more. At first they stated they did not have a power of attorney for our accounts and they would not file this on our behalf we then filed that for gusto and they told us that they did not have proof of this and could not file our taxes. In doing so we received errors on federal and state taxes and now have additional charges in penalties from not filing on time. Gusto also made decisions on behalf of our company without waiting for our response although they asked the question and then made a business decision in regards to taxes before ************************************************************************************************* they have permission to do this. We have since asked them again to file our taxes correctly as the power of attorney was approved and the state confirmed they did not try three times as Gusto states is their policy. Gusto continues to refuse to do this and emails back stating they apologize for the miscommunication but there is nothing they will do. Our agency depends on reliability and we have done everything requested of us so there is no reason why our federal and state taxes were not filed correctly. Not only did they refuse to file our taxes they still have our money in their accounts and have not processed a refund in order for us to do this. We are requesting that they refile all of the taxes correctly and refund our months paid for services not rendered.

  

  Business Response

  Date: 12/06/2024

  Hello Tame,
  
  Thank you for reaching out via the BBB regarding your recent support experience. At Gusto, we rely on accurate state and federal tax account information provided by employers to ensure timely filings and payments. After reviewing your account and escalating your requests, we have determined that we are unable to file past the filing deadline in this instance.
  
  We have provided you with copies of the failed filings and guidance on the next steps. We sincerely apologize for any frustration this has caused. However, as outlined in our terms of service, the employer is responsible for maintaining these accounts.
  
  For more information or further assistance, please reach out to the specialist assigned to your open case, 36093068.
  
  -Gusto

   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22649025
  
  I am rejecting this response because:
  
  Gusto has a policy that they will send taxes or attempt to send three times. I inquired four times and requested this information and confirmed that it was completed within the timeframe for q3. Gusto states they only attempted one time and violated their own policy. I provided screenshots that everything was completed accurately and confirmed with the state of ***** that they had POA to file my taxes. Our agency pays for full payroll service and this is part of that. Gusto cannot pass on their responsibility to our agency to fix their mess. 

  

  Business Response

  Date: 12/09/2024

  Hi Tame,
  
  After reviewing your case, weve confirmed that the resolution provided is final. Gusto relies on employer-provided tax account information to ensure timely filings and payments. While we address failed filings as a courtesy, our filing attempts are limited to specific timelines.
  
  As outlined in Section 8 of our Terms of Service, the responsibility to provide accurate and complete tax account information rests with the employer. Heres an excerpt for reference:
  
  8. Employer Responsibilities Related to the Services
  Employers are responsible for following instructions provided by Gusto regarding the Platform and Services and for timely supplying accurate and complete information necessary for Gusto to perform these Services.
  
  Gusto relies entirely on the information provided by the Employer (e.g., tax, payroll, benefits, and employment details) and is not obligated to independently verify or correct this information. Employers bear sole responsibility for any liabilities arising from incorrect or outdated information. Additionally, Employers must promptly review and verify the accuracy of any content generated by Gusto and notify Gusto of any inaccuracies.
  
  Employers must also notify Gusto of any third-party notices (e.g., from the *** or other government agencies) that could impact Gustos ability to provide services or increase the likelihood of claims against the Employer or Gusto related to the Services.
  

  -Gusto

   

   

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22649025
  
  I am rejecting this response because:

  There were NO business errors this was a gusto error and we now have hundreds of dollars in tax penalties that we expect Gusto to pay for and refile the taxes correctly. This is what we pay for. We have documentation and proof that Gusto refused to send our taxes after we specifically requested and have reference IDs for all conversations. 

  We request refiling and direct payment for the penalties accrued as we are not at fault and the above reply doesn't apply to us.

   

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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 am trying to run payroll and am having issues. I tried calling the customer ********************** line - ************. I asked to speak to a supervisor and the associate ****** refused to transfer me and gave me the run around for 5 mins before disconnecting the call

  

  Business Response

  Date: 12/06/2024

  Hello *******,
  
  Thank you for reaching out. We understand how frustrating it must have been to encounter difficulties while trying to run payroll and resolve this over the phone.
  
  After reviewing your interaction, we see that we were unable to verify your account because the answers to the security questions were not provided. For your security and to ensure we can assist you promptly, well need those details to verify your identity.
  
  Once you have the necessary information, please feel free to call us back, and well be happy to help you resolve this issue. Were here to support you and ensure everything is addressed as smoothly as possible.
  
  Thank you for your understanding, and we look forward to assisting you further.

• Initial Complaint

  Date:12/05/2024

  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 am trying to get Gusto the money that they are due. They have been extremely difficult to work with and are more interested in controlling the conversation than resolving the issue. After they take the money I'm trying to give them, they should refund me the $100 that I was charged. I have been proactively trying to resolve this issue since I became aware of it. They have been difficult to work with and follow up with. It seems to me as if they don't want the money and want to drag this out antagonistically. I can provide emails and dates/times of calls that I have made trying to resolve the issue.

  

  Business Response

  Date: 12/06/2024

  Hello ********,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration youve experienced while trying to resolve this matter.
  We see that your case, ********, is currently open and actively being addressed by our team. The amount owed to Gusto has already been debited, and we are committed to resolving this promptly once this debit clears. Additionally, we will work with you regarding the $100 bank error fee to ensure it is handled appropriately.
  
  We value your efforts to proactively resolve this and regret any difficulties youve encountered in the process. Our goal is to provide a resolution as efficiently as possible, and we appreciate your patience as we work to bring this matter to a close.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out in the open case mentioned above. 

   

  
  

• Initial Complaint

  Date:12/02/2024

  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.

  Not a good business, I notified Gusto of fraud on my bank account to ensure that my employees we paid appropriately due to my account being frozen from fraud. Gusto had me wire funds to cover two weeks of pay. I did exactly as requested and Gusto only documented one pay period as received. And then Gusto attempted to process the next payment- that I had already wired, through the frozen account which obviously wasn't able to transfer. I had done everything in my power to ensure this was a non-issue, however, Gusto didn't appropriately document money in or money received on their end and now are saying I am the issue and are penalizing me and my employees. They are going to delay my employees being paid because of an error on their end. Gusto cannot handle money, cannot handle appropriately placing funds in in full. Should not be taking on businesses as clients if they cannot handle something as simple as fraud on a business bank account and being notified with significant time in advance. They do not help the customers after their mistakes.

  

  Business Response

  Date: 12/03/2024

  Hello ******,

  We're happy to look into this.  First can you please provide the email used to login to your account?  Thank you!

• Initial Complaint

  Date:12/02/2024

  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 was unable to file my taxes. Despite my efforts to reach out proactively and have them help understand why, they never were able to help. Regardless, they collected my taxes and never paid them. And unless I went through the process to get them refunded, they didnt refund them. And even when I did, it took months to get them refunded. I still have unrefunded tax money that I gave them and was never received by myself or the tax agency. See my attached support ticket from September. Today is December 2nd.

  

  Business Response

  Date: 12/03/2024

  Hello *******,
  
  Thank you for reaching out.  Weve reviewed your account and sent a detailed response through case ********. Gusto relies on accurate and timely employer-provided tax account information to ensure filings and payments are processed on time. In this case, it appears that the state account information was provided late and contained inaccuracies.
  You can find more details in the case response (copied below), and were truly sorry for any inconvenience this may have caused. If you have any follow-up questions, please feel free to reply directly to your open email case.
  
  Resolution: 
  
  After reviewing your account, I want to share some insights into what happened and how we can proceed. Unfortunately, we were unable to successfully file your withholding tax for **** in Q1, Q2, and Q3 2024. When this occurs, we notify you via email and refund the taxes due. Ive confirmed that all taxes collected but not remitted to the state have been refunded to your account.
  
  Heres a breakdown of why the filings failed:
  
  Q1: No account number was provided in ********************.
  Q2: No account number was provided in ********************.
  Q3: An incorrect account number was entered in July, causing the filing to fail and be rejected by the state.  The payments went through to the incorrect account number provided which is why they were not refunded by us.
  Gusto has 15993942-002-WTH
  The notice/agency has 15983942-002-WTH
  
  The payments were sent to the state under the account number provided.  The next steps here would be to reach out to the state and ask that they locate the payments made to 15993942-002-WTH and re-allocate them to the correct account ****************.  The state can be reached at 
  Utah State Tax Commission ************** (see attached payments information)
  
  Since none of the Withholding or Unemployment filings with Utah were successful, these will need to be filed manually outside of our system. Gusto relies on employers to provide accurate tax account information to ensure filings and payments are processed correctly. In this case, we cannot re-debit for past periods or attempt to refile.
  
  Additionally, I noticed that your account has been canceled, and you opted not to have us handle year-end or monthly forms. This means we will not be filing W-2s or Q4 filings on your behalf.
  
  We understand this situation may be frustrating, and are here to support you with any further questions or guidance you need to move forward.