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:08/22/2024

  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.

  On 8/22/2024 I logged into my bank account with ******* and noticed that withdrawals had came out of my account. at 3:28 p.m. on 8/22/2024 I received an email from gusto and they informed me that they could not process payment on my account for my contractors and they change the pay date to 8/27/2024. the cutoff time frame to process payroll with gusto is 4:00 p.m. to receive the notification at least 30 minutes before closing time or cut off time is unacceptable. I reached out to Gusto customer ********************** and spoke with ****** and ******* also known as **** and both parties informed me that there was nothing that they could do but to send them a wire and they could process it. **** then let me know that everyone would comply with what he was saying because he was the supervisor. **** was unaware that ****** had already informed us that the department has multiple supervisors so we already knew he wasn't the only supervisor there. ****** could not offer any help **** could not offer any help we had to go to our bank and have our personal banker speak with the customer ********************** agent **** to let him know that the money was taken out and the lie that ****** told about receiving the insufficient fund notice from the bank was a lie as well because the bank only saw where they took the money out on 8/22/2024 instead of when it was processed on Tuesday to be taken out and paid on 8/23/24. due to this negligence due to Gusto changing my payroll date from today payroll to four-day payroll it has caused a great delay and frustration with my contractors and we were threatened with them quitting which would jeopardize our business revenue and reputation. Gusto needs to work on hiring people who enjoy doing their job who can tell the truth as well as who can handle calls professionally it was disgusting to have such disrespect displayed. I would like for everyone attached to the negligence of this account written up.

  

  Business Response

  Date: 08/23/2024

  Hello ********,

  Thank you for bringing this situation to our attention.We apologize for the frustration and inconvenience this has caused you and your contractors. We understand how critical timely payroll is for maintaining trust with your team, and I regret that the processing issue led to a stressful situation.
  

  The notification you received about the payroll processing delay was triggered because our real-time balance checker, Plaid, indicated insufficient funds before initiating the debit. When this occurs, our system defaults to the standard 4-day processing timeline to ensure that all payments are properly funded and processed.  We will also sometimes ask for more information before processing the payment to prevent bank errors.

  I'm also sorry to hear about your experience when contacting our support team. It's our goal to provide accurate information and handle all situations professionally. I apologize if the service you received did not meet your expectations. Your feedback will be shared with the team to help us improve our communication and service.
  If there is anything else I can do to assist you or if you have any further questions or concerns, please dont hesitate to reach out directly. We are here to support you and your business.

  Thank you for your understanding, and again, I apologize for the inconvenience you experienced.

• Initial Complaint

  Date:08/19/2024

  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.

  I own a landscape business and use Gusto for payroll services. Recently, I needed to switch two employees from direct deposit to check for a single payroll cycle (pay date: Fri. Aug. 2nd). After making the change, I received confirmation from Gusto that the funds would still be removed from the company's bank account and then re-deposited.I issued the paper checks on Friday, August 2nd, as prompted by Gusto. However, on Monday, August 5th, both employees received duplicate payments via direct deposit. One employee had the funds withdrawn without issue, but the second, *************************, incurred a $27.50 UCF Fee instead of the withdrawal.Concerned, I contacted Gusto on August 5th. I was informed:1.They didnt know why the fee occurred.2.The fee shouldnt have been charged.3.They claimed the fee wasnt actually processed.4.They would follow up with an update after their internal support team investigated.After 14 days with no response, I reached out to Gusto again on August 19th. After spending an hour with support, I was told:1.They still didnt know why the fee was charged.2.They wouldnt take any action to rectify the situation.3.I should address the issue with his bank directly.In a few months, my experience with Gusto has resulted in more issues than all previous years combinedstarting with radically incorrect Q1 unemployment filings, incorrect notice about Q2 filings, blocked payrolls, and several other complications. Gustos handling of this latest issue, inability to clearly explain the situation, refusal to take responsibility, and leaving me to resolve it are simply the cherry on top of a horrible experience that forced me to change payroll providers. I am submitting this complaint to the BBB to seek assistance and highlight the consistently unacceptable service Ive received from Gusto.

  

  Business Response

  Date: 08/20/2024

  Hello ******,
  Thank you for reaching out about the employee payroll reversal after the debit was processed. I understand how concerning this situation must be, and Im here to help clarify things.
  Gusto relies on the payroll information provided by employers, and while we see that you reversed the payroll on Friday, August 2nd, 2024, the debit had already been initiated to pay your employees on Monday, August 5th. While Gusto can reverse the payroll, the timing of the banking processes meant that the debit was already "in flight," so we had to wait until it was deposited into the employee accounts before reversing it.
  I understand this might have caused some inconvenience. While Gusto is not responsible for any banking fees incurred, as a gesture of goodwill, we've refunded your first invoice with us. This refund is double the amount of the fee (***** refund) and will be deposited into your companys bank account within 5 business days.
  If you have any questions or need further assistance, please dont hesitate to reach out. Were here to support you!

  Customer Answer

  Date: 08/20/2024

  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:08/15/2024

  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.

  Everything about gusto is bad never paid on time can't log in can't see ur w2s or pay history can't contact them when you do get someone they don't care to do there job and fix the problem I have not been able to log in for 2 years now and they refuse to fix the problem I no longer have faith in ur companie and people should avoid using them

  

  Business Response

  Date: 08/16/2024

  Hello
  
  Thank you for bringing this issue to our attention. I'm sorry to hear that you're having trouble logging in. Please know that we're here to help you resolve this as quickly as possible.
  
  For step-by-step instructions on how to sign in to your Gusto account, you can visit our support article here: Sign in to Gusto : **************************************************************************************************

  If you continue to experience issues or need further assistance, please don't hesitate to reach out to our support team directly. We're committed to ensuring you have a smooth and seamless experience.

  
  Thank you for your patience, and we appreciate the opportunity to assist you.
  

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22148238
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/27/2024

  Hello Devin,
  

  We see that you were able to connect with our support team and that there are no blocks on your account. To access your Gusto account and verify your identity in our system, please follow the steps provided at login. Our team will be happy to assist once you reach out!
  You can find more information here: Sign in to Gusto: ********************************************************************************************************

• Initial Complaint

  Date:08/05/2024

  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.

  My company uses Gusto for our payroll company. We also enrolled in benefits with Gusto. We have an employee that became eligible for benefits and instead of allowing her to enroll, Gusto took almost 18 days to connect with us and "resolve" the issue. The resolution was to backdate our employee eligibility to a month before she had access to her insurance. Gusto is now charging our employee "correction payments" and has charged our company "correction payments" as well for insurance that is dated to a time when we didn't request AND our employee could not use. I have requested to speak to a manager multiple times and am not granted that request but they are happy and able to keep charging us for something we didn't ask for AND can not use.

  

  Business Response

  Date: 08/05/2024

  Hello ******,

  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations. Your feedback is greatly appreciated. Upon review of communication between you and Gusto, a member of the leadership team reached out to you, by email, on 8/5/2024. Please review any communication that has been sent and continue to work with the leadership team on the status of your inquiry. You are able to connect with ********************************** for future contact and assistance.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22093379
  
  I am rejecting this response because: it does not address my concerns.  Gusto refuses to call me to discuss this information, but has taken thousands from my company. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/20/2024

  Hello ******,

  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations. A member of our Client Relations team will review the case and email threads of your communication with Gusto and reach out to you by email to schedule a call for a conversation. 

• Initial Complaint

  Date:07/29/2024

  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 can't open my current or past paystubs that Gusto sent to my email address that my employer provided to Gusto.The 2 step verification and authentication code app doesn't work.I should be able to download my paystub from my email and open it with a code as well as open my past paystubs the same way.Instead, Gusto is intruding in my privacy by requiring a selfie and a photocopy of my ID.Can the ******************** intervene? I have a right to view my paystubs at any time using my email address and my password. Thank you,********************* Omaha, **

  

  Business Response

  Date: 07/30/2024

  Hello *****,

  Thank you for reaching out and sharing your concerns. We understand that the 2-step verification process can be inconvenient, but its essential for protecting your account and personal information from fraudulent attacks.
  

  Unfortunately, we cannot exempt you from this requirement, as it is mandatory for all users to ensure the highest level of security. However, if you need to bypass the 2-step verification temporarily, we would require a selfie of you along with a copy of your ID for verification purposes.
  

  We appreciate your understanding and cooperation in keeping your account secure. If you have any questions or need further assistance, please feel free to contact us directly and our support team can walk you through the process to access your account.

  -******************** Team

• Initial Complaint

  Date:07/29/2024

  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 have been a Gusto partner for many years. I had permanent free payroll which they now claim has never existed until this spring. They told me that when I signed up new clients, I could have free payroll again. Sounds like an MLM pyramid scheme, but OK. I had stopped referring clients to Gusto a while back since their customer support has become almost a joke since the beginning of the pandemic, and their willingness to correct mistakes and/or follow through with promises is literally a slag that costs me hundreds of dollars a year in my own labor and client time that I cannot bill for. I recently had 2 clients make the decision to use Gusto, as recommended by me. One client I signed up for myself, and the other one went ahead and signed up without realizing they would need to use my referral link for it to count towards my referral count. While I have proof that I am the one that suggested this company to this client, despite offering other options and giving the disclaimer that it is only slightly better than the worst options, Gusto is refusing to credit me with this referral bonus and client count. I am back to looking for a different payroll provider for my own firm, and have removed the Gusto review from my website because I can't in good faith continue to support this awful company.

  

  Business Response

  Date: 07/29/2024

  Hello *****,

  Thank you for reaching out to us via the BBB. We apologize that this experience has not met your expectations and your feedback is greatly appreciated. In regard to your current inquiry surrounding the referrals, after further review of your account we do see you are currently have a case open with one of our specialists who is working on this matter. We have pushed to have this matter reviewed as soon as possible, the case number for reference is: ********. Please continue working with them, as they would be your best point for this matter. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22058874
  
  I am rejecting this response because: it has not been resolved
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/30/2024

  Hello *****,
  
  We noticed that you spoke with our support team via phone yesterday. To assist with unblocking your account, we need your cooperation in verifying it. Please follow the guidelines provided by our team during your call to complete this process.
  
  Thank you for your attention to this matter.

  -Gusto Team

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22058874
  
  I am rejecting this response because:

  I did not speak to a single person on the phone yesterday or this week. This complaint is not related at all to my account, which is not blocked for the purposes I am using it. Im not sure if youre confusing me with another client or just lying

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

  

  Business Response

  Date: 07/31/2024

  Hello *****,

  We apologize for any confusion here and reiterate our original response which has been posted below:
  
  Thank you for reaching out to us via the BBB. We apologize that this experience has not met your expectations and your feedback is greatly appreciated. In regard to your current inquiry surrounding the referrals, after further review of your account we do see you are currently have a case open with one of our specialists who is working on this matter. We have pushed to have this matter reviewed as soon as possible, the case number for reference is: ********. Please continue working with them, as they would be your best point for this matter. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22058874
  
  I am rejecting this response because: this is the solution that brought me to the BBB in the first place. Sorry to be difficult, but this will not be an acceptable response until I get some actual traction towards a resolution through the BBB. I do also have a case open with the office of the attorney general in ***
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2024

  Hello *****,

  Thank you for reaching back out to us via the BBB. In regard to your concern, we do see a resolution was provided to you by one of our advocates in: 34770686 on 8/1/2024. If this was not the resolution that you were seeking please let us know. We are happy to investigate the matter and work with you to resolve this as best as we are able!

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22058874
  
  I am rejecting this response because: I dont know what resolution gusto is talking about. I am just asking to be given the opportunity to show that I did refer this person and thus get credit for my client account + bonus
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/06/2024

  Hello *****,
  

  We understand that youre still unhappy with the outcome of your request, and we truly regret that we couldnt meet your expectations. We have provided detailed information, account credits, and transcripts of your conversations with our support team on several occasions. At this time, we consider the case resolved. For your reference, weve attached screenshots that outline the resolution and the conversation from case ********. Please understand that our decision is final, and no further compensation will be applied. If you have any other questions or concerns, were here to help.

  Thank you,

  Gusto

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22058874
  
  I am rejecting this response because: I still have no idea what resolution they are talking about and have received no adequate communication in writing of any resolution.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/08/2024

  Hi *****,
  Weve provided screenshots and case numbers detailing our conversations with you regarding this matter. Please note that we dont resolve cases through BBB complaints; instead, we handle them via *********************************** Currently, you dont have any open cases with us, and youve already spoken and exchanged emails with multiple supervisors. If you have specific questions, please let us know, but at this time, theres nothing further we can address.

   

• Initial Complaint

  Date:07/24/2024

  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.

  Gusto is in excess of 21 business days for claim reimbursement.Gusto has not held up to their obligation to remit reimbursement in the specified time frame.Gusto should compensate me with interest for their unnecessary delay.Gusto must submit payment immediately of $546.01.I have called and I have emailed but to no avail. Please help me collect my money.

  

  Business Response

  Date: 07/25/2024

  
  Hello *****,
  

  Thank you for bringing your concerns to our attention through the BBB.

  After reviewing your account, it appears that the error you're encountering is due to not having registered for a Gusto Benefits Card Manager (GBCM) account. This online portal allows you to manage transactions and view balances for your FSA.

  We've provided information on how to set up your account in case ******** and escalated your case internally. A specialist will reach out to you shortly to assist with any follow-up questions you may have.
  

  Thank you for your patience, and we're here to help every step of the way.
  
  
  

• Initial Complaint

  Date:07/17/2024

  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 have been a client of Gusto Payroll Service for years with no problems. This past March and April, they failed to pay my Employer Withholding Tax to the state of **** that they received my funds to do so with. I have contacted them several times regarding this. Responses from them have been: flat out denial and that they did, indeed, send the payments; that they are "working on it"; and now today, they are blaming a partner bank of theirs but not actually taking care of the problem. The amount of funds is approximately $2800 that has been taken from my bank account, deposited into Gusto's account, and not sent to the agency **************** of ********* the money was intended for.

  

  Business Response

  Date: 07/18/2024

  Hello *****,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration this situation has caused. Your long-term trust in our services is very important to us, and we understand how crucial it is to resolve this matter promptly.
  
  We are actively investigating the issue with your Employer Withholding Tax payments to the state of **** and working to remit the failed payments. For any follow-up or detailed updates, please refer to the specialist assigned to your case ********. They are dedicated to resolving this issue for you as quickly as possible. Thank you for your patience and understanding.

  I've attached a copy of this email correspondence to to this complaint for reference where we address the issue and provide more context.
  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22003358
  
  I am rejecting this response because: 

  Once again, after months of Gusto knowing about the mishandling of funds, it's still "we are working on it".  I will be satisfied when the two missing payments from four months ago are paid to the state of ****.  

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

  

  Business Response

  Date: 07/18/2024

  Hello *****,

  We understand your frustration and are committed to resolving the banking payment error detailed in our correspondence as recently as yesterday evening. While we can address your concerns via this complaint, we are unable to provide updates and resolution through the BBB forum. 
  

  Please continue to work with the specialist assigned to your case (detail provided in our prior response) . Any updates and further questions  can be discussed directly with our team.  We can confirm the payment will be made and any potential penalties and interest due to this error will be covered by Gusto.

• Initial Complaint

  Date:07/11/2024

  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've been trying to pull a report from Gusto for five days now. I've been attempting to retrieve reports for the new payroll provider, but Gusto has been refusing to provide them. As a result, I couldn't pay my employees on time, costing me over $4,000. Every time I call, I'm placed on hold. It's frustrating because the information Gusto asked for when we became partners is the same information I'm now asking for in return. I have attached documents requesting this information!My lawyer asked me to just *** them, but I feel it is an easy fix!

  

  Business Response

  Date: 07/12/2024

  Hello ******

  
  We received an update from the Assurance Team regarding your request for reports from Gusto. They advised that Gusto is no longer authorized to proceed with the 2024 tax filings and, as a result, can no longer provide the reports you need.
  As per Section 19 of our Terms and Conditions, which was previously emailed to you, your company is now responsible for handling all payroll taxes and filings outside of Gusto, including annual filings like W-2s.
  We understand this situation has been frustrating, especially given the financial impact on your business. However, this decision is final, and we appreciate your understanding and cooperation in this matter.

   

• Initial Complaint

  Date:07/05/2024

  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.

  We had Gusto for 2 years. In 03/2024, we discovered that the Gusto benefits that employees had signed up for was not the plan they received. The documents provided by Gusto showed lower deductibles/copays/coverages with discrepancies over $100, discovered by an employee calling about being charged a copay on a no copay plan. After this, when terminating, we were advised that we must wait until payroll processes to cancel; to avoid delays in payment. After payroll was processed, we requested term in May for all benefits. On 6/1, we checked Gusto and there was a notice that said you have a benefits cancellation in progress. However, Gusto ran payment for **** & charged the account post-termination. We called Cigna & told that Gusto never requested cancellation. We called Gusto (ref:!00DG00hKQi.!500R70BHbRR:ref) & told cancel online. Instead of active benefits it said cancellation is in progress still. They said we must wait for termination to complete for payment reversal. We then received another email asking to terminate, which we confirmed (ref:!00DG00hKQi.!500R70A54wu:ref) & were advised that no cancellation was in process. We advised we cannot request cancellation again, there is no option. Agent NPN ******** said numerous times that we MUST incur the charges for **** ********* cannot be reimbursed. We were then sent another email stating that we had until the *** on 6/10 to confirm benefits term or they would renew & charge us. Gusto then said since we confirmed term 6/10, they cannot reverse payment, despite having requested cancellation before this. In July, we were charged for dental and vision. Despite having terminated all benefits. When we try to call benefits, **************, the number has been disconnected. Email to *********************************** is unanswered since 7/1. We were also charged $82 this month for no reason. We require immediate payment reversals as we have already lost tens of thousands of dollars. This is unacceptable.

  

  Business Response

  Date: 07/05/2024

  Hello ***,

  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations. We have notified our internal teams of your outreach and a Specialist should be reaching out to you shortly.