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:10/23/2024

  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 is such a horrible company to work with I will tell you my overall experience with this company has been horrible. The customer ********************** end of working with this business has been horrible. They also discriminate against their employees who have disabilities. And leave them suddenly without employment. They subject their employees to unfair performance reviews and rig unfair metrics against their employees which makes them bound for failure in their role at gusto.

  

  Business Response

  Date: 10/24/2024

  Hello *****,

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to ensure a positive experience for both our customers and employees. After reviewing our records, we were unable to locate any open cases or specific account details associated with the information provided. However, we would like to address your concerns and work towards a resolution.
  

  At Gusto, we are committed to providing fair and equitable treatment to all of our employees and customers. We adhere to strict policies regarding non-discrimination and are dedicated to fostering an inclusive and supportive work environment. Performance reviews and metrics are designed to help employees grow and succeed, and we aim to ensure that these processes are transparent and fair.
  

  We would appreciate the opportunity to discuss your concerns further. Please feel free to reach out directly or provide additional details, so we can better assist you. We value your input and are committed to resolving any issues you may have experienced.

  -Gusto Team

• Initial Complaint

  Date:10/17/2024

  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.

  The company wrongfully charged me a transaction fee for an error made on their part and failed to return the fee or pin point how the error was my fault.

  

  Business Response

  Date: 10/17/2024

  Hello Mauricio,
  

  Thank you for reaching out to the BBB regarding your recent contractor payment. Upon review, we confirmed that the payment was drawn from the account associated with the contractor payment. Our customer support team has provided additional details in case 35602565.
  The refund amount you’re requesting relates to the monthly invoice fee, which already includes a significant discount and is unrelated to the failed payment. The invoiced amount for September 2024 is valid, as we rely on employers to provide accurate account information, and the invoice fee is independent of the payment process.
  If you have any further questions, please feel free to reach out through your open case, and we’ll be happy to clarify.

   

  -Gusto

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22437151, and find that this resolution is satisfactory to me. However, Angelica didnt mention that this was a monthly fee in the Days that we were going back and forth and wish she would have. Please ensure that my account is fully canceled.
  
  
  
  Sincerely,
  
  
  
  Mauricio Portilla

• Initial Complaint

  Date:10/17/2024

  Type:Order 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 my small business with Gusto to do my weekly payroll. In the meantime of our work relationship our company changed banking establishments. We entered the new account information in our portal. But when Gusto tried to withdraw our weekly funds for payroll it reversed back to the old closed account. So ******************** reversed our employees money out of their accounts which left me to *** some employees overdraft fees, along with I had to write checks that payroll out of the company checkbook. And Gusto locked up our client portal with my access to all my payroll documents. Ive made email, and. Phone call attempts to Gusto because they didnt pay my payroll why am I denied access to my payroll documents portal? They just keep giving me the run around and emails says I owe $3,795.40 but cant tell me for what and why. Then at one point they said I owed $300 the $200. So my workers comp audit came due in September 2024 and I was out of the office and they needed our payroll records again we were denied unless we paid $3,795.40 but didnt say why. So my office wired the money to them bc and still didnt get access to the portal. Weve tried calling and emailing again its a huge run around. I need someone to help me reach out to them for an explanation of what I paid and why or a refund of my funds. Im begging BBB to please help me and maybe you can get an answer. ** ***** ******

  

  Business Response

  Date: 10/17/2024

  Hello *****,

  Thank you for sharing your feedback regarding the resolution of the recent bank errors. After reviewing the situation, we confirmed that due to multiple bank issues, we have made the decision not to continue supporting your business on our platform. However, the account has now been unlocked as the outstanding balance has been settled. One of our specialists has reached out through case ******** (please see the attached screenshot for a detailed breakdown of the amounts owed) and will be your point of contact for any further questions or concerns. Thank you again!

• Initial Complaint

  Date:10/11/2024

  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.

  Gusto took away access to my account and charged me $13,500 by debiting my bank account. I emailed them immediately but received an automated response, saying that there was system maintenance and that my access would be restored within 72 hours. My repeated requests for a phone call were ignored, and their customer ********************** number requires a 6-digit code which is nowhere to be found.

  

  Business Response

  Date: 10/11/2024

  Hello Irina,
  Thank you for bringing your concerns to our attention through the BBB forum. We sincerely apologize for any inconvenience you experienced during the recent payment process, and we’re committed to continuing our support through case 35569777.
  After reviewing your account, we see that the email associated with your login processed a $13,500 contractor payment on 10/10/2024, and this same payment was successfully reversed by the same login earlier today. We also noticed that your two-factor authentication issue was resolved on 10/10/2024.
  If you have any further questions or concerns, please don’t hesitate to reach out. The specialist assigned to your case is ready and happy to assist you.
  Thank you for choosing Gusto.
  Warm regards,
  Gusto

• Initial Complaint

  Date:10/03/2024

  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.

  This is a pay service my boss paid my last weeks pay to Gusto and they have yet to pay me I've called them and was told to file a complaint my boss can prove he paid the wages but gusto has yet to pay me I don't know anyone that can just work for free

  

  Business Response

  Date: 10/07/2024

  Hello Michael,
  
  Thank you for reaching out through the BBB portal. After reviewing your account, we did not find any previous inquiries from you or your employer regarding pay issues. While Gusto serves as your employer's payroll provider, our platform operates on a self-service basis, relying on payroll information submitted by your employer to process employee payments.
  

  You can always review your past payments and upcoming pay dates in your Gusto account. If you have any concerns about your pay, we recommend contacting your employer directly. If they identify any errors, they can reach out to us for further assistance at [email protected]
  

  For reference, we’ve attached a screenshot of your account showing your most recent pay.

  -Gusto

• Initial Complaint

  Date:09/27/2024

  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.

  It's about my taxes On my w-4 from my employer I have everything zeroed out so I don't have to pay in every year for my taxes and in the last two years gusto has sent over a 0 1 on my tax forms and stating that I'm claiming a dependent and I am not so for the last two years I've had to owe in taxes and I've called them multiple times and I've also called the *** and they have done nothing about it so I want this investigated please thank you

  

  Business Response

  Date: 09/30/2024

  Hello *******,
  
  Thank you for reaching out to us. We currently don't have a record of you contacting our support team regarding your W-4 form. Please know that Gusto generates W-2s based on the account information provided by both the employer and employee.
  
  If you'd like to update your withholding elections, this helpful article will guide you through the process: View and update Form W-4 tax withholding elections for employees and admins: **********************************************************************************************************************************************
  
  Wed be more than happy to review your account further. Please provide the email address you use to log in to Gusto and the name of the business you work for, and well be glad to assist.
  
  Thank you!

• Initial Complaint

  Date:09/24/2024

  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 have been charging me payroll employee and employer taxes and failing to file and pay resulting in my DWD Indiana account going delinquent. I have just made payment out of my pocket including penalties and interest to avoid termination of my account and avoid raising the merit tax rate. I have been reaching out to them to resolve this from last month since i have started receiving letters from the state but they always say they are investigating without any results whenever we reach out to them. There is no update from them.

  

  Business Response

  Date: 09/24/2024

  Hello ***,
  

  Thank you for reaching out regarding the state notices received from Indiana Unemployment. We apologize for the delay in addressing the notice. I wanted to let you know that we've escalated your case (********) and reached out this afternoon.
  Please note that the notice was sent three business days ago, and it takes our team some time to thoroughly review the information and provide a resolution. We appreciate your patience as we work to resolve this matter.  Further communication can be directed to the specialist assigned to the case noted above.

   

• Initial Complaint

  Date:09/12/2024

  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 have tried submitting claims to the Gusto FSA program with proper documentation, and they are constantly denied. I believe they are witholding peoples money they set aside from their FSA by providing impossible loopholes to get your money reimbursed.

  

  Business Response

  Date: 09/12/2024

  Hello ********,

  Thank you for bringing this to our attention. We understand your frustration with the claim denials and want to provide clarity regarding your situation. As outlined in case ********, the reason for the denial is that "Current year funds cannot be used for previous years' expenses." This policy ensures that funds are applied only to eligible expenses for the appropriate plan year.

  To move forward, we recommend submitting a claim form for any eligible expenses from the current plan year, along with the required documentation. Once received, we will promptly review and process the claim.

  We are committed to assisting you through this process and ensuring you have the support needed. If you have any further questions or need additional help, please dont hesitate to reach out via our support channels.

  -Gusto

• Initial Complaint

  Date:09/04/2024

  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 attempted to add another employee to my account and was having issues. I called the support line and the employee was activated and deactivated during the support call. I was told that I would not be charged for that employee for August. When I got my August invoice, I was charged for this employee. I then attempted to contact the business via chat to have the charge reversed and ******* was not able to help. At this point, for all the time wasted, I would like all of August's charges refunded.

  

  Business Response

  Date: 09/04/2024

  Hello *******,
  

  Thank you for bringing your concerns to our attention. We understand the importance of addressing your issue promptly and want to confirm that a credit for September has been processed for your account.

  If you have any further questions or need additional assistance, please feel free to reach out to our support team. We're here to help and ensure that any remaining concerns are fully resolved.
  

  Thank you for your patience.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22237555
  
  I am rejecting this response because: It took almost 90 mins to get this resolution. If this was possible why waste my time to the extent that it was done. At this point, I would expect more from Gusto to restore my faith in them and the fact that they are willing to stand by and correct their mistakes. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2024

  Hello *******,
  We understand the importance of resolving your refund request, and after careful consideration, we have processed a one-month fee waiver, which exceeds the cost of the single employee overpayment. This is the maximum adjustment we are able to offer in this case.
  At this point, the matter is considered resolved. We appreciate your understanding, and if you have any further questions, please feel free to reach out.

  -Gusto Team

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22237555
  
  I am rejecting this response because: the significant time it took to get to a resolution and the unwillingness to take responsibility for their employees mistake. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/24/2024

  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 am lodging this complaint in relation to a series of unauthorized transactions on my Gusto Wallet debit card, which I did not authorize and were inadequately addressed by Gusto.On August 9, 2024, I detected multiple unauthorized charges on my account. These included 29 separate transactions of $25 each directed to Meta, $400 at a Department of Corrections facility in ************, and an $80 charge to ************ As a Texan with no ties to ************, its Prisons, or ************ it is evident that these charges are fraudulent.Immediately upon recognizing these charges, I filed a dispute with ***** who instructed me to contact ********** Gusto Wallet's banking partner. Unfortunately, ********* stated that they could not provide assistance as they do not have access and referred me to Gusto support, which had closed for the weekend. I initiated a fraud claim with Gusto August 12, 2024.After submitting all pertinent information, Gusto's support informed me that a decision on my case would be made after five days. Despite the conspicuous evidence of fraud, Gusto denied my claim 5 days later.Throughout this process, I have encountered an alarming level of unprofessionalism from Gustos support team. I have been subjected to repeated episodes of rudeness, including instances where their staff hung up during our conversations, neglects my emails exacerbating the frustration caused by the unresolved charges.Gustos support team had initially reassured me that these charges would likely be reversed. However, post-denial, Gusto has declined to provide any further assistance or a satisfactory rationale for the decision.Both **** and ********* have asserted their inability to assist further and redirected me to Gusto. Despite these communications, Gusto has remained obstinate, refusing to reconsider my claim or provide a meaningful resolution. The total amount involved is approximately $1,280, which has precipitated significant financial distress.

  

  Business Response

  Date: 08/26/2024

  Hello *******,
  
  Thank you for bringing this matter to our attention. Upon reviewing your recent case with or internal team in regard to the unauthorized transactions on your Gusto Wallet debit card, our investigation adhered to all standard procedures, and based on the information provided, our decision remains final.

  If you have any additional information or documentation that may impact the review, we encourage you to reach out to our support team directly. They are available to assist with any further questions or to review new data that could support your claim.

  We understand the frustration this situation has caused and are committed to supporting you in any way we can moving forwar

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22191369
  
  I am rejecting this response because:
  
  In accordance with 15 U.S.C. 1693g(a) of the *************** Transfer Act, and 12 C.F.R. 1005.6(b)(1) of Regulation E, I hereby assert that my liability for the unauthorized transactions reported on 08/09/2024 is limited to $50, as I notified Gusto within two business days of discovering the loss or theft. Furthermore, under 12 C.F.R. 1005.11(c)(1), Gusto is obligated to investigate and resolve this matter promptly, providing a resolution within the required timeframe.
  
  1. [*************** Transfer Act (EFTA) - 15 U.S.C. 1693g](************************************************)
  
  2. [Regulation E - 12 C.F.R. 1005.6](**********************************************)
  
  3. [Regulation E - 12 C.F.R. 1005.11](***********************************************)
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/27/2024

  
  Hello *******,
  

  Our finance team has carefully reviewed the transactions in question and provided you with a detailed report. At this time, our decision remains final. For any further inquiries or additional information, we encourage you to continue working directly with our support team, as they are best equipped to assist you moving forward. While we are addressing your complaint here, any further follow-up or requests for more information should be directed to our support channels.
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22191369
  
  I am rejecting this response because:
  

  I would like to reiterate and clarify the following points to emphasize why these transactions are evidently fraudulent and why the banks determination is incorrect:

  
  1. **Geographical Discrepancy**:
     - Two charges totaling approximately $300 were made to a Pennsylvania Department of Corrections facility. I reside in ***** and have never been incarcerated or had any dealings with this institution. Given my location and lack of any connection to this facility, it is unreasonable to conclude that I authorized these transactions.
  
  2. **Suspicious Pattern of Transactions**:
     - There were 29 transactions of $25 each, made to Meta, which continued until my account balance was zero. This rapid depletion of the account is typical of fraudulent activity and is inconsistent with my normal spending habits.
  
  3. **Common Data Breach Information**:
     - Gusto has claimed that these transactions are 'authorized' because the person who made them had my mailing address. However, this is not valid proof of authorization, as mailing addresses are commonly included in data breaches. Possession of my address alone does not grant authorization to make transactions.
  
  4. **Regulatory Requirements**:
     - According to the *************** Transfer Act (EFTA), specifically 15 U.S.C. 1693g(b), and Regulation E, 12 C.F.R. ****** and *******, the burden of proof is on the financial institution to demonstrate that the electronic fund transfer was authorized by the consumer. The bank must conduct a reasonable investigation and provide compelling evidence of authorization beyond the mere possession of my mailing address.
  
  Given the clear evidence that these transactions were not authorized by me, I respectfully request a detailed explanation of how the bank concluded they were authorized. Furthermore, I urge the BBB to take note of the geographic and behavioral inconsistencies that strongly indicate fraud.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/28/2024

  Hello *******,
  
  Thank you for reaching out and sharing your concerns with us. We understand how important this matter is to you, and we want to ensure that we provide the best support possible.
  
  To resolve your issue efficiently, it's crucial to continue working directly with us through your existing case, ********. This approach helps us keep all relevant information in one place and ensures a smoother resolution process. We've also responded to your email and will reassess the situation if any additional information is provided. For your reference, we've attached a screenshot of our most recent correspondence to confirm that you are already in contact with our support team.
  
  While the BBB forum allows us to connect you with the appropriate team, we are unable to facilitate detailed email follow-ups and case resolutions through this platform. We encourage you to continue communicating with our support team directly for the most effective assistance.
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22191369
  
  I am rejecting this response because:
  

  Gusto has not responded to my concerns in a timely manner, despite their claim of being responsive. I have been communicating directly with them, but they have not addressed any of my questions or concerns. I sent an email on Friday, August 30th, and as of the end of their support hours on Tuesday, September 3rd, I have not received any response. I also called their support team, but still received no reply. Gusto's lack of communication and false claims of responsiveness leave me with no option but to consider legal action if this issue is not resolved promptly.

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