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:12/02/2024

  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.

  I had a spending account, and five savings accounts with ********************, because my employer used them as a payroll provider. I have since gone to using a credit union, and prefer brick and mortar banks for my daily banking. In April, I believe, I contacted them to request to close all of my accounts. They indicated I needed to make sure there was a zero balance in the accounts, and no further direct deposits, or ach transactions scheduled first, and then I should email them at ********************************* to request the accounts be closed. I followed those instructions, and emailed as instructed on 07/17/2024. They never responded to the email, and didn't close the accounts. I then emailed again on 7/23. Again, no response, no account closures. I then emailed again on 07/29. No response, no account closures. Then I moved for work. So today I reached out to them again through customer **********************. Hours were posted to begin at 8 am. I tried contacting them via chat shortly after 8 am. Got a message that nobody was available. So I waited a little longer. Got somebody who said they can't help and I should just email the *********************************. I told them the history and they said they'd transfer me to the wallet team. 5 minutes later they say the team isn't available (despite it being well over a half hour beyond their opening hours) and I should email the ********************************* address, which has never once resulted in any action or response. We're going on 8 months since I requested these accounts be closed with not only no resolution, but no communication. This is not acceptable.

  

  Business Response

  Date: 12/02/2024

  Hello *****,
  
  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation must feel, and would like to provide clarity based on our records.
  Upon reviewing your account history, we can confirm that your accounts were successfully closed in April 2024 following your request (see attached screenshot). Additionally, we do not see any subsequent communications from you via email after the accounts were closed. The only communication we see on record is the chat you initiated with us earlier today, December 2, 2024.  This chat has been forwarded to our wallet team for further review.
  
  We understand that this might not align with your expectations, and we sincerely regret any inconvenience caused by a perceived lack of response. If you have further questions or concerns, our team would be happy to assist you directly. Please feel free to reach out to us again through chat or email.
  

  Thank you for bringing this to our attention, and we hope this clears up any confusion.

  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22625965
  
  I am rejecting this response because:
  

  The accounts are all still open, and active. I can put money into them right now, if I try. First screenshot is from right now, of all of the accounts still present and active. Other screenshots are of the three emails I sent, and a notice from Gusto in August notifying me of my July account statement, which wouldn't exist if the accounts had been closed. I also wouldn't be able to log in, see all accounts listed, and transfer money into them from my linked account (which I can), if they were closed. 

  
  Sincerely,
  
  ***** **** White

  

  Business Response

  Date: 12/03/2024

  Hello *****,

  Thank you for providing additional documentation.  We've re escalated your case for further review and a specialist will be reaching out shortly to assist and confirm the account is closed.

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22625965
  
  I am rejecting this response because:

  Only the spending account has been closed. All savings goals requested to be closed are still open and active. (Screenshot attached).  Only one of five accounts requested to be closed has been closed.
  
  Sincerely,
  
  ***** **** White

  

  Business Response

  Date: 12/03/2024

  Hello *****,
  
  Our Wallet Team followed up today regarding Case ********. They mentioned that they didnt receive any additional correspondence in July as previously noted, but they did confirm that all accounts have been successfully closed!
  Have a great day!

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22625965
  
  I am rejecting this response because:

  The correspondence I sent from July is attached to this complaint as screen shots. Whether they received it or not, it was sent. Multiple times.

  That aside, the accounts are STILL NOT CLOSED!!! As evidenced by the screenshot showing all savings goals as still open and active (I just checked again to be sure) .  They did close the spending account, but that is only one of five accounts requested to be closed. Four others still remain open.  

  
  Sincerely,
  
  ***** **** White

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 move money before every payroll from a high interest account into the company checking. Gusto will send an email with a date and time stamp of when the money will be debited for payroll. Attached you will see the email. Long story short I moved money and Gusto never took the money until 5 days AFTER they said it would be debited. I lost money on a high interest account and am seeking reimbursement or credit towards my account. I lost 5.5% interest on almost $27,000. Donnellia Payroll ************* had no answers via email. I was then put in touch with a "manager: ***** M" who made all kinds of radical excuses and refused to discuss anything other than the irrational and dishonest claims made. She stated payroll was debited late because I canceled it and re-ordered it the same day. Funny thing is Gusto updates your email when you do this to update the debit and transaction schedule. Gusto owes me money one way or another. They screwed up and their "manager" not only ignored the facts but refused to interact whatsoever after giving "its" dishonest dissertation.

  

  Business Response

  Date: 11/29/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and financial inconvenience caused by the delay in processing your payroll debit. We understand that this situation has impacted you and your business, and we deeply regret that our service did not meet your expectations.

  We value your relationship with us, and it is important to us that we address your concerns in a fair and transparent way. After reviewing the situation, it appears that the delay was related to a request you made to cancel and re-process the payroll. These changes occurred outside of the 4pm cut-off time, which did not allow for the original debit date to be honored.

  While the delay was related to the cancellation and re-processing, we fully understand your frustration with the outcome, especially considering the interest lost during that period. Although we do not typically offer reimbursement in cases where the delay resulted from customer-initiated changes, we recognize that this situation was not ideal, and we are willing to explore possible solutions to address your concerns. Please allow for resolution to be handled within your open case.

  All the Best, 

  Gusto

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22619199
  
  I am rejecting this response because:

  Attached is Gustos email. Gusto stated when the debit would occur. Gusto stated I was to have funds in my account by the date sent in the attached email. The email was generated even after payroll was adjusted. To continually sit here and make excuses is disgusting. The next time you people do this, I'm going to upload the time stamps to show that Gusto sent 2 different emails stating when the debit would occur, showing it most definitely accounted for the adjustment made. You people think you can just talk over people and make excuses. You picked the wrong person to try and manipulate. I recieved your email from your manager "******" shortly after leaving this complaint-Amazing right? Especially considering she didn't respond for days on end..She responded late at night a couple hours after filing this complaint....Weird how that works...

  --I will settle when I have the next 3 months of payroll services covered to balance out for the money lost via Gustos emails (2) stating payroll would occur on dates and times it did not. Again, even AFTER payroll was canceled and adjusted Gusto sent ANOTHER email for when the debit would occur. This falls on Gusto. Enough with passing the **** and nonsense excuses 

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

  Customer Answer

  Date: 12/02/2024

  It has been resolved 

• Initial Complaint

  Date:11/25/2024

  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.

  Hello,I'm currently an Employee working under a company called *************** located in **************This year we launched the ability to register for an *** Card.I purchased glasses (2 Pairs) back in June and promptly submitted the receipt from eyeglass world to the *** portal.The claim was denied as they stated they needed an *** to prove the amount.I've since submitted that ***.The problem here is, the receipt from eyeglass world shows:A pair of glasses, paid by insurance and A pair of glasses #2, discounted from buying the first ******** i used the card to pay the remaining balance on BOTH of those pairs together, obviously the *** wont match this as insurance did not cover the 2nd pair.Why would this claim be denied? Does buying 2 pairs instead of one make it a non qualifying expense?I see other reviewers stating Gusto is making it very hard to get these funds approved and I would expect action to be taken promptly to correct these issues, i've had an *** before and never had this problem.Should this not be resolved within the next week I will be looking into filing a complaint with the **** as well, the customer ********************** for this program has been atrocious and i feel my funds are being denied without cause.I have an additional claim to submit for contact lenses and need this card unfrozen, your prompt attention is appreciated.Thank you,-****** ******** ************

  

  Business Response

  Date: 11/26/2024

  Dear ******,

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the *** claim for your glasses and apologize for any inconvenience caused. We take all customer feedback seriously and we are committed to assisting you with the issues you've raised as quickly as possible.

  To clarify, the *** guidelines require that the Explanation of Benefits (***) clearly itemize the amounts paid by insurance and any remaining balance that was paid out-of-pocket. Any discrepancy between the receipt and the *** could lead to a delay or denial of the claim. We want to assure you that purchasing two pairs of glasses is not automatically a non-qualifying expense and recognize that this may feel like an unnecessary hurdle. I have 

  Regarding the issue with your *** card being frozen, we apologize for the inconvenience. We have created case 36109918 with our Team over Tax Advantage accounts directly, so that we may assist in, revisiting your glasses claim, unfreezing your card and you can submit your upcoming contact lens claim without further delay.

  Please look forward to hearing from us soon.

• Initial Complaint

  Date:11/22/2024

  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 handles the payroll for our law firm and there are issues every single pay period with receiving our direct deposits. It is never on time and I have never had issues like this with any other company such as ******* or ADP. We never know when we are going to get paid. Absolutely unacceptable. Definitely do not use this sham company.

  

  Business Response

  Date: 11/25/2024

  Hello *****,

  Thank you for sharing your concerns. Were sorry to hear about the challenges youve experienced with direct deposit timingits important to us that everyone is paid on time.

  Direct deposit timing can depend on several factors, such as payroll submission schedules set by your employer and your bank's processing times. Payments typically post to your account by 5 PM local time on payday, but in some cases, it may be as late as 10 PM. If your payment is consistently delayed, it may be helpful to check with your bank to ensure there are no issues on their end.

  We also recommend reaching out to your employer to confirm their payroll submission timeline, as this plays a key role in ensuring timely deposits. If theres anything we can do to support your employer in resolving this, theyre welcome to reach out to us at ******************************************************** so that we may further assist.

  
  We appreciate your feedback and are here to help.

• Initial Complaint

  Date:11/22/2024

  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.

  My husband owns a company and we use Gusto for benefits administration. We show active payments to our insurance company, yet were told our coverage is inactive, and it was identified that Gusto had not appropriately submitted our enrollment information, so all of our 2024 medical, dental, and vision claims for our family have all been denied. In certain cases, our children were unable to receive glasses when needed because the insurance company couldnt be appropriately authorized to bill due to lack of enrollment information being submitted. Our family has had to pay claims out of pocket for insurance coverage we are supposed to have, and the common denominator is Gusto not completing their submissions accurately. Our benefits show pending in Gustos system when we pull it up. We would like for Gusto to submit information accurately and backdate to the original enrollment date of 2/1/24, as we have been paying for this service and paying for coverage since at least this date.

  

  Business Response

  Date: 11/25/2024

  Hello ******,

  Thank you for reaching out and sharing your concerns with us. We truly empathize with the frustration you and your family have faced regarding the issues with your benefits coverage and the denials of your medical, dental, and vision claims. Please know that we are fully committed to working with you to resolve this situation as swiftly as possible.
  
  After carefully reviewing this matter, our Support team has provided updates on the following case numbers: ******** and ********. To summarize, it appears that during the open enrollment period for the ********* plan year, the submissions for the employee in question made on Gusto did not include dependents for medical, dental, and vision coverage. After further discussions with the health insurance carrier following your initial outreach, we found that dependents were added to medical, dental and vision plans outside of Gusto in May 2023. Unfortunately, these updates were not communicated to Gusto, which prevented us from updating our system accordingly.
  
  For the current ********* plan year, it seems that only the employee-only tier was selected for the employee. As a result, their dependents no longer had active coverage as of January 31, 2024.
  
  We understand how critical accurate information is, and we rely on employers to provide it to ensure all enrollment data is correctly submitted to the insurance providers. When discrepancies or changes occur without Gustos knowledge, they can directly impact coverage activation and claims processingsomething we deeply regret has affected you in this case.
  
  At this time, we are unable to backdate coverage to cover dependent claims that took place after January 31, 2024. We know that this may not be the resolution you were hoping for, and we sincerely apologize for any disappointment this may cause. We remain committed to being transparent and adhering to the policies outlined in our terms of service.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us directly by replying to the cases mentioned above or on this complaint. We are here to help and support you.
  
  -Gusto Client Relations

• Initial Complaint

  Date:11/19/2024

  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.

  We are working with Gusto as our payroll processor since August 2024. They agreed to file taxes on our behalf. We received a letter from IN *** that no state witholding taxes were filed or paid for August 2024 or September 2024 and we are now being imposed a 20% penalty. We recently were notified that October has not been filed yet either. I have contacted Gusto multiple times to try to get this issue addressed and resolved. I have uploaded the notices for their review and have not heard anything from them. This has been ongoing for several weeks. Everytime I call or try to speak to someone, I'm told that tax specialists are working on my case but they can't tell me how and I cannot talk to any of the the tax specialists. Gusto has been pulling the payments out from our account but has not made the payments to the *** or made the filings with the IN ***. This was part of the service we are paying them for. I would like Gusto to submit the witholding filings and payments ASAP and be liable for the 20% penalty fees we are now being assessed as they failed to uphold their stated duties.

  

  Business Response

  Date: 11/19/2024

  Hello ********,

  Thank you for reaching out via the BBB about your Indiana tax account and filings.  We did not find a company associated with the email you provided.  Can you please provide us with the email you use to login to Gusto.  We will be happy to review once this is provided.

• Initial Complaint

  Date:11/18/2024

  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.

  We were using Gusto to process payroll for temporary employees for a project and inadvertently did not off-board them at the conclusion of the project in September. No payroll was processed during October and November yet we were billed by the number of active employees for those months. We contacted support in hopes of being able to find a way to correct this issue so that we would not be billed the payroll fee for each employee that should have been off-boarded in September but we could not reach a satisfactory conclusion with Gusto insisting the fees were in accordance with their terms and conditions. We've asked Gusto to refund or issue a credit for the October and November payroll fees paid per employee as there has been no payroll for those months and the account now closed as of 11/15/2024. We ask that Gusto fairly considers the nature of this error and offers a fair billing adjustment in light of this situation.

  

  Business Response

  Date: 11/19/2024

  Hello *******,
  

  Thank you for reaching out and sharing your concerns. Ive reviewed your account, and I see that youve already spoken with our team, including a supervisor, about the charges for September and October (billed in October and November). During those conversations, we confirmed that the fees were assessed in accordance with our terms of service, which apply to all active employees on the account, regardless of whether payroll is processed.
  

  Our terms of service, shared with you during your interactions via chat and phone, specify that monthly charges are based on the number of active employees on the account. While I understand this may be disappointing, we are unable to issue a refund or credit for the September and October fees as they align with our policy.
  

  That said, as a one-time courtesy, we waived the November fee that would have been charged in December, since your account was closed on November 15th. This exception applies to November only.
  

  We understand this may not be the resolution you were hoping for, but we appreciate your understanding.

  -Gusto Team

   

  Customer Answer

  Date: 11/19/2024

  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:11/15/2024

  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.

  The payroll company for a business I previously worked for signed me up for **** against my request that I not be enrolled. I left employment and learned I was enrolled against my request. Now Im getting the run around trying to get the money out.

  

  Business Response

  Date: 11/15/2024

  Hello *******,

  Thank you for bringing this to our attention, and we are sorry to hear about the frustration youve experienced regarding your 401(k) enrollment and withdrawal process.
  
  Gusto serves as the payroll provider for your previous employer and does not directly manage 401(k) accounts. However, we want to help guide you toward resolving this matter as smoothly as possible. The 401(k) plan in question appears to be administered by *********, the third-party provider for your employers retirement plan.
  
  To address your concerns and withdraw your funds, I recommend reaching out to Guideline directly. They can be contacted by phone at ************** or via email at ********************** Their team is best equipped to assist with account-specific inquiries and resolve this for you.

  Thank you!

• Initial Complaint

  Date:11/15/2024

  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.

  i signed in to use gusto products, after not being able to use payroll the company continued to deduct fees from me when i could not use the service i have been charged 3 times and have nit ran any payroll

  

  Business Response

  Date: 11/15/2024

  Hello ******,

  Thank you for reaching out. Gusto operates as a subscription-based service, and our pricing includes a monthly base fee along with charges per employee.
  

  Regarding the current status of your account, we did process a refund for one month of payroll as a courtesy. However, I wanted to let you know that the other debit attempt was unsuccessful and the payroll invoice fee for the month is still due. 

  If you have any questions or need assistance with your account, please dont hesitate to let us know. Were here to help!

   

  -Gusto

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22561171
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mrs ***** *****

  I have them contacting me regarding $300 fee that theyre saying I owe them, but I have never had a payroll process with them. Lastly, I did not get a credit and a credit that they gave me because they pulled the last. They pulled the last stunt a year ago so we were gonna go back and try it again and they continue to bill me again without processing payroll. I want them to credit me to $327 is saying Im old plus I want the month previously that they charge me credit back to me and I have not received that and Im still getting emails saying I owe them.

  

  Business Response

  Date: 11/18/2024

  Hello Mrs. ******************* you for your follow-up and for sharing your concerns. We want to address the points you raised to provide clarity and ensure were aligned.
  

  Gusto operates as a subscription-based service, which includes a monthly base fee regardless of payroll processing activity. This information is outlined in our terms of service.
  

  Regarding your account, we issued a courtesy refund for one month of payroll fees to address your previous concerns. However, after a thorough review of your account, the balance of due remains valid due to the unsuccessful debit attempt for the payroll invoice fee.
  

  If you have any additional questions or need further clarification, please dont hesitate to respond to our emails or reach out via our support channels either by phone or ********************************************************

  
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22561171
  
  I am rejecting this response because:
  The balance is owed that my bank declined gusto charged me - I have never ran payroll and there were no reports submitted ever so why am I being charged or even owe the 476
  Sincerely,
  
  Mrs ***** *****

  

  Business Response

  Date: 11/18/2024

  Hello Mrs ****************** you for reaching back out. We do see that payroll was run in January through your account. ******************** is a subscription based service and you are charged each month regardless of if payroll was run that month. To ensure that you are not charged the account must be canceled as per our terms of service.

  Our assurance team is happy to work with you on the canceled payment and amount due, however we would not be able to refund invoices that were not paid.

  We apologize and understand this is not the outcome you intended. At this time no further concessions can be granted.

   

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22561171
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mrs ***** *****

  i would like this to be credited and the payment eat you took out befor this credited back to my account t 

  I have not used your services

• Initial Complaint

  Date:11/13/2024

  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.

  I am unable to get a problem resolved. The support team keeps marking my tickets resolved after sending me emails that do nothing to correct the problem. I have emailed, called, and chatted. I can't seem to speak with anyone that can help. I hope to receive a phone call from someone that can assist with mapping concerns. I tried to file a grievance, but that was denied (case #********).

  

  Business Response

  Date: 11/14/2024

  Hello ****,
  Thank you for reaching out to us through the BBB. Were sorry for the frustration you've experienced with syncing your Xero bills through Gusto. We see that a specialist contacted you this morning to assist with case ********. Please continue working with them, as theyll be your best point of contact to ensure a complete resolution.

  -Gusto