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:06/10/2024

  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.

  Gusto was responsible for enrolling me in employer-sponsored healthcare plan. They enrolled me in an incorrect plan and are refusing to make any resolution on the issue resulting in my incurring hundreds of dollars of medical charges that would otherwise be covered had the correct enrollment been processed.

  

  Business Response

  Date: 06/10/2024

  Hello ****,

  Thank you for contacting us via the BBB, we understand that you are looking for a resolution to your benefits issue and we apologize for any inconvenience. Please note we take these matters seriously, and our team is currently working with the carriers to correct this matter. Please continue working with our specialist in case number: 34227905. They will be the best point of contact and will provide updates on the matter as we work with the carrier to rectify the matter. Should you have any further questions or concerns please do not hesitate to reach back out. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21826055
  
  I am rejecting this response because: the complaint has been filed several says ago and there is no evidence of any action being taken to resolve. I followed up twice to my original emails with no response and I aaa promised a call back today from supervisor and that also did not occur. I am incurring hundreds of dollars of insurance charges for covered procedures as a result of your negligence so this response is unacceptable. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/11/2024

  Hello ****,

  Thank you for your response. Please note that changes with the carriers take several business days, as it is not an immediate process of change. Once the carrier is able to correct the plan, it will be retroactive to your start date and any payments incurred from the previous plan will be able to be submitted for retro-active coverage under the correct plan. You will be notified as soon as there is an update on the matter in case number: 34227905. Please do not hesitate to reach out should you have any further concerns while this matter is under review. 

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21826055
  
  I am rejecting this response because: there is no indication of when the matter will be resolved and the responses given are generic and vague: we have put in a ticket and will reach out when we have information. 
  

  As well the response that I must then resubmit claims to rectify the financial impacts to me as a result of Gustos negligence is unacceptable. This was Gustos mistake and Gusto is not taking any accountability.  

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

• Initial Complaint

  Date:06/08/2024

  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.

  Our company has used Gusto for over three years, and we found out that during this entire time, gusto has failed to complete any state quarterly fillings nor reported to our state department of labor. Despite Gusto claiming their software automatically doing so. We have had employment accounts shut down, thousands of dollars of interest, fines, and have even had liens placed on our agencies licenses. We have had to have hundreds of meetings with the state and have had to pay out of pocket for Gustos mistakes. We can not fathom how illegal this is and we are beyond irritated that Gusto lied, failed to comply with their legal obligation per contract to file quarter state forms. We need someone to contact us immediately.

  

  Business Response

  Date: 06/10/2024

  Hello *****,

  Thank you for reaching out via the BBB about your support issues.  At this time we were unable to locate the account associated with the email address you provided or any open cases.  Can you please provide more detail and the employer email associated with the account so that we can review?  Thank you in advance.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21822978
  
  I am rejecting this response because:

  Enclosed and attached are the account specifics to locate the account. Please contact either the owner or myself/VP with a resolution for gusto not filling any quarterly filings DOL reports for over three years. Which has cost the agency not only immense expenses, stress, penalties, and fines but consequences for our business and payroll. 

  Primary contact will be *********************** and *************************

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

  

  Business Response

  Date: 06/11/2024

  Hello *****,
  
  Thank you for your inquiry and the contact information. We understand your concern about the notices and penalties for failing to file/pay Maryland unemployment. Upon review, we do not see any open cases or notices received from your business, and all issues have been marked as resolved by our support team. We have identified that multiple filings failed due to an "inactive account." When this occurs, Gusto attempts to file and initiates a pending payroll blocker, requesting the necessary information.
  
  Gusto is unable to remit payments or filings without accurate employer-provided tax account information. Your business was notified of these failed filings via email, in-app notifications, and phone calls. Gusto makes several attempts to file, and if ultimately unsuccessful, taxes are refunded, and the employer is directed to file/pay directly with the agency.
  
  Gusto relies on client-provided state account information to calculate taxability and ensure timely payments and filings. Without the correct information within our internal filing deadlines, Gusto cannot guarantee successful filings, which may lead to downstream errors. Any penalties and interest associated with the failed filings are the employer's responsibility.
  
  We understand that you attempted to correct the information provided and confirm that the account was active; however, we continued to receive the "inactive account" error from the agency. We are not authorized to set up or close state accounts, so this responsibility falls on the employer.
  
  

• Initial Complaint

  Date:05/29/2024

  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 need help getting in touch with a US-based representative to resolve the errors on the account and run pay roll and none of the help desk queues can get me to the right person. When I talked to someone and requested a supervisor they disconnected the call when I said that the reason to talk to a supervisor was to file a complaint against them.

  

  Business Response

  Date: 05/30/2024

  Hello *******,

  Thank you for sharing your feedback about onboarding your business onto Gusto. We understand how important this process is for you. Gusto depends on employer-provided state and federal tax account information set up before running your first payroll. We offered a direct line of support to assist you with these tasks, and we also partner with Corpnet (see attached Screenshot) , who can set up these accounts for you if you prefer their assistance. We're here to support you every step of the way.

  Gusto prides itself on its diverse workforce that we have in place to best serve our wide variety of customers.  Our customer success model does not support requests for specific advocates. All Gusto customer inquiries are handled on a first-come-first-serve basis for all customers. Every support advocate is equipped with the same training and tools needed to assist you. I can assure you that there are many avenues for me to request assistance if I am unsure or unable to assist you with a specific question. Alternatively, if you feel you would understand this better in writing you may email our support team at **********************************.

  We do see that in case 34107079 you have been provide options for support during this process.  Additionally state tax set up information can be found in you Gusto account and in this help article: *********************************************************************************************************

  Thank you for working with us to set up your account, we hope you have a great day!

  Customer Answer

  Date: 05/31/2024

  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. The team reached out and has helped me to the best of their ability. I appreciate their prompt response in helping me work through the issues and challenges. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2024

  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.

  I was trying to send $550 to a contractor but the bank account was incorrect. Gusto sent me an email saying that they couldnt send the money and that if I wanted them to refund the money to my account to reply to the email. I replied asking to cancel the payment and refund my account.I then paid the contractor with a check. Gusto then again, with out my authorization, tried to pay the contractor. This time the $550 went through. I am now out $550 and gusto is telling me that there is nothing they can do. I have paid gusto an average of over $500 a month for the past 3 years, and they are unwilling to reimburse me the $550 that they stole out of my account. Clearly this is a company that has no business sense. They will be losing a lot more than $550 when I take my business to another payroll solution.

  

  Business Response

  Date: 05/28/2024

  Hello ****,
  
  Thank you for bringing this to our attention via the Better Business Bureau, and we sincerely apologize for the inconvenience and frustration this situation has caused you.
  
  We understand that the contractor updated their bank account details prior to your request for payment cancellation. Unfortunately, this led to the $550 payment being processed after you had already issued a check to the contractor.  As noted in our email " If you updated 's bank details after the transaction was initiated, then  you can ignore this email. Well attempt the transaction again automatically." Please see attached.
  
  Since the payment method was updated prior to the cancelation request it did go through.  As noted in our support email on 4.24.2024 we are unable to recoup the over payment and have recommended reaching out to the contractor for resolution.
  
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration this situation has caused you.  We value your feedback and will review this interaction so that we can improve our services moving forward.
  
  Should you have further questions please respond to your open support case 34039236
  
  
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21758400
  
  I am rejecting this response because:

   

  I have spoken to the contractor and they never updated their bank account in **********************. Also, they have confirmed they have never received the $550 payment. Gusto had no authorization from me to send the payment but proceeded to anyways. I will be filing a lawsuit 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/29/2024

  Hello ****,

  In response to your rejection we did want to provide you with more detail on the updated contractor payment method.

  Based on our metadata we see that user login ************************************************* updated the bank account information for Aym costruction painters llc on 5.2.2024 at 9:11 am.  This caused the payment to be re-processed prior to your outreach to Gusto asking to cancel the payment.  We've provided additional documentation in our prior response and advise that to reconcile this overpayment with your contractor.
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21758400
  
  I am rejecting this response because:

  First off, the email said: "If you updated 's bank details after the transaction was initiated, then you can ignore this email." What does it mean to update 's bank details? That makes no sense to me. Also, no where in this email does it say that the contractor could update their account info by themselves and if so, the payment will be processed. Nor did I ever update anyones bank info.

  What would you do if you received an email that says "COULD NOT MAKE PAYMENT: ACCOUNT CLOSED - IF YOU WANT US TO CANCEL THE PAYMENT AND REFUND YOUR ACCOUNT, REPLY TO THIS EMAIL"? Because here is what I did:

  1. Immediately replied to the email to cancel the payment. 2. Contacted the contractor and apologized and asked him if he could meet for a check. 3. Paid the contractor

  Also, why would I receive the email at 10:08 am, if he updated his info at 9:11am? How would I know he updated his data in this context? 

  It seems like you are trying to justify your own mistakes rather than take accountability for them. Either way, I have plenty of proof to win a small claims case. Either settle now or later, doesn't matter to me.

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

• Initial Complaint

  Date:05/20/2024

  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 manages my FSA account, and they have been terrible to work with. On multiple occasions they have not thoroughly read submitted receipts and rejected my claims. After I complain, someone finally opens and reads my submitted documentation to realize that all of the correct information was there all along. After my latest complaint, they deactivated my FSA cards (even though they both show as active online and have a $2800 balance). Customer ********************** was no help and said I must have used at on an invalid expenses or location, which is false because its the same doctors office that Ive used it at every few weeks for the last year. They say there is no problem with the cards, but they are now declined every time I try them (never had a problem before 2 weeks ago). So now I have a large FSA balance that I cannot use - debit cards dont work, Gusto keeps declining valid expenses when I submit manually. All this because I called them out on not reading receipts in the past. Complete joke of an operation.

  

  Business Response

  Date: 05/22/2024

  Hello *******, 

  Thank you for reaching out to us via the BBB. We do apologize for your your recent experience, as it is not an accurate representation of what we strive for here at Gusto. We do see that your FSA card is currently active and is ready for use. Please resubmit your claims at this time via your Gusto Benefits Card Manager Account and we will have a specialist review them as soon as possible! If you have any further questions please do not hesitate to reach back out to us.

• Initial Complaint

  Date:05/05/2024

  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 may1st 2024, I noticed My gusto account was locked with a message stating too many failed attempts. I called into support to inquire and they said my account is locked due to potential fraud. And someone will contact me from the fraud department.I then recieved an email on may 2nd, ************************************************************************************* your Gusto Debit Account. To remain compliant with our banking partners, can you please provide us documentation and a brief explanation to the source of funds that are being transferred into your debit account via ************ Please feel free to respond with any questions or concerns.The reference number (ref:!00DG00hKQi.!500R708wEHN:ref)I sent them the documents requested to show my mother sent me the money and that it came from her social security retirement. Since sending that email on may2nd, i have recieved no emails i have followed up daily and no one has responded with anything. I have inquired numerous times what else do i need to do to unlock my account as my ******************** is tied here and all my money is in this account this is ***** and change in my account and i have bills and my livelihood is in my account. I cant get to work because i cant use my card. And no one is telling me anything, i dont even know how long this takes and any time i call to speak to a supervisor no one is ever available.Please i need to access my money to pay my bills and rent and get to work its been 5 days with no response to any email or when i call they say someone will contact you and no one does.

  

  Business Response

  Date: 05/06/2024

  Hello ***, Thank you for reaching out to us via the BBB, we apologize for the delay on this matter as we understand the urgency to unlock your account. After reviewing your case, we are currently just waiting for our banking partners to approve the documentation. Someone will reach out to you shortly with an update on your account, please continue working with our risk team in: 33814126 and do not hesitate to reach out should you have further concerns.

• Initial Complaint

  Date:05/03/2024

  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 collected $394.38 and ****** from my bank account to pay CO taxes. They DID NOT pay those taxes to ********. I am asking Gusto to refund my money as I now have to pay that $ to ***

  

  Business Response

  Date: 05/06/2024

  
  Hello *********,
  Thank you for contacting us through the BBB portal. According to our records, the debited amounts you mentioned have indeed been submitted to the state. Please refer to the attached screenshot and navigate to "Reports > Tax Payments" for verification. Furthermore, we have received your notice, and our tax specialist will be in touch to assist once the issue is resolved.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21664493
  
  I am rejecting this response because: This is false. Gusto DID NOT PAY CO UI. SEE ATTACHED. I CAN PROVE THAT I MADE THE PAYMENT. I RECEIVED 2 DEMAND NOTICES. THEY DID NOTHING. THEY COLLECTED $394.38 on 4/9/24. The company DID NOT pay the CO UI, I had to make the payment. WHICH I CAN PROVE.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/07/2024

  Hello *********,
  

  The tax specialist assigned to your case will serve as the primary point of contact going forward to address the notice you received. Please note that Gusto does not have authority over third-party agencies, and any discrepancies will be resolved once our review of the notice is complete. Rest assured, we have records indicating that the payment was sent to the state as outlined in our previous correspondence.
  

  Thank you for your understanding.
  
  

• Initial Complaint

  Date:05/02/2024

  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 hired Gusto in March 2024 to do my payroll. I gave them $79.95 at that time. I ended up firing them in April because they were not able to accomplish the task I hired them to do. I spent many hours of my own time trying to make it work with this ************** just couldn't pull it off. Now they are charging my bank an additional $149.24. These people are thieves plain and simple. I can only pray this was a ************** refund all this money to my account.!!! Product/********************** Not Delivered !!!

  

  Business Response

  Date: 05/03/2024

  
  Hello Sterling,
  

  Thank you for sharing your feedback on your Gusto experience. Gusto operates on a subscription basis with monthly billing following the month of service. Attached to this email, you'll find your March and ***** ******** detailing all charges for each respective month. Your account remained active until ***** 16th, 2024, when it was canceled. Therefore, the charges for both March and ***** are applicable for the period during which your account was active.
  

  Please review the attached invoices at your convenience. We appreciate your understanding.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21658084
  
  I am rejecting this response because:

  Gusto did not provide the service I hired them to do.

  They are basing these charges on the fact that I hired them.

  Gusto was not able to complete the task I hired them to do.

  As I indicated in the last correspondence, I spent many hours

  of my time trying to help them get me set up to do payroll for 

  me & they were never able to get it set up. Finally after about

  a month of wrestling with them, I cancelled my service.

  So basically I got charged for 2 months of misery trying to get 

  Gusto to do my payroll; even though I was only with them for 

  a month or less. I should have received a full refund.

  And still should receive a full refund.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/06/2024

  
  Hello ********,
  
  Thank you for getting back to **. Upon reviewing your account, we noticed ******************** activity in both March and April 2024. Gusto does not initiate charges during setup; instead, the subscription service begins once the first payroll is processed. The subscription fee is assessed based on the account's active status and non-cancellation. Since your account was active for both March and April you were charged for these months.  Your account will no longer incur charges now that it's been canceled. We apologize that our platform didn't meet your needs. For a record of your account and ******************** history, you can log in to your account to access all documents.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21658084
  
  I am rejecting this response because:

  No matter what excuse you use or how you wou You were not able to get this set up correctly. You failed at the task I hired you for. Yes there was some activity I may have gotten one or two payrolls to go through. But that was it. The rest of the time I spent trying to get it set up with you guys. If you had done a good job and I was able to run my payroll regularly I would never have fired you. Instead I hired a different company. They got me set up in a few days THEY got me set up. I didn't have to spend hours and hours of my own time doing their job that I paid them to do like I did with gusto. You guys failed to do the task that I hired you to do. Plus you have zero integrity in taking responsibility for what happened.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/01/2024

  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 already filed a complaint (#********) against a different party (BASIC) concerning this issue, but would like to add a complaint against Gusto as well, who is an involved party in my ongoing issue, along with ********** Blue Shield of Illinois (who I will also be filing a separate complaint with). This business is the payroll administrator / broker used by my previous employer to handle all payroll/benefits issues, including COBRA enrollment. COBRA processing is done in partnership with the COBRA Administrator, BASIC. I've been covered via COBRA since 11/1/23 and have been making my premium payments every month (even though my medical coverage turned off on 10/31/23 and wasn't reactivated till 12/15/23, my vision and dental coverage turned off on 10/31/23 and wasn't turned back on till Feb 2024). On 3/1/24, my previous employer changed insurance plans and my coverage was turned off AGAIN on 2/28/24. I received no notification from **************************** about any upcoming changes. It took me 3 weeks of calling daily in order for **************************** to finally realize that I needed to go through Open Enrollment again and send me the necessary forms to fill out. I returned the forms on 3/22/24 (and have still been making my payments despite not having coverage). Meanwhile, my child was born on 3/18/24 and I'm getting bills in the tens of thousands. I personally need surgery as well for a serious issue. My newborn child also potentially needs hip surgery -- all of these procedures are being delayed while this issue gets sorted. It is 5/1/2024 and I have now been dealing with this issue for 2 months. The reinstatement notice was supposedly sent to the carrier on 4/13 but has stalled since. When I call Gusto or BASIC, I'm told it's sitting with Underwriting at BCBS and to talk to them. When I talk to BCBS - they tell me to call the broker or the COBRA administrator for an update. Meanwhile, I'm the one suffering and being chased for medical bills through no fault of my own.

  

  Business Response

  Date: 05/02/2024

  Hello ********,

  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience is not meeting your expectations. And for the length of time it is taking to resolve the matter. The matter has been escalated and a designated member of our team will contact you today, via email, to obtain additional feedback on the matter. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21652108
  
  I am rejecting this response because: the issue is still unresolved and Gusto's response here does absolutely nothing with respect to solving the actual issue at hand. A representative within the client relations team reached out to me claiming that "they are following up with the carrier". They've shared no detail on what the issue actually is, what actions are being taken to resolve the issue, and what the expected timeline is for getting this resolved. This case needs to remain open until I have conviction that 1) Gusto is taking the appropriate actions needed to resolve the issue and/or 2) the coverage turns on for me and my family. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/06/2024

  Hello ********,

  Thank you for reaching back out.  We understand the importance of a full resolution. To best resolve this matter please continue to work with the specialist assigned to your case.  They have reached out as recently as this afternoon 5.6.2024 and will be the best point of contact moving forward.  Please note that when working with a third party carrier we do not have authority over their processing or response timelines.  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21652108
  
  I am rejecting this response because: once again, it is devoid of any specificity on the part of Gusto. My specialist has communicated very little in the way of specific and/or actionable information. Saying that you have little control over this situation is a ridiculous cop-out.
  

  Even BASIC has reached out to Gusto asking for a conference call and has yet to receive a response. Give me a break.  

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

  

  Business Response

  Date: 05/07/2024

  Hello Abhi,

  We apologize for any delay but do see that the specialist assigned to your case reached out with the attached update and next steps as recently as 21 hours ago.  We will continue to work towards resolution and thank you for your patience.  

• Initial Complaint

  Date:04/29/2024

  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.

  For my bank accounts, I use a credit union. The last 4 digits of my accounts are all the same. The leading 4 digits change. Gusto only shows the last 4 digits of bank account numbers. I wanted to change which account the money for ******************** was withdrawn from. I called to confirm that I correctly switched the accounts because the could not tell which was which from my perspective. The agent confirmed I switched them. I later found out that they were not switched. I call back to have them changed and had an agent walk me through the process and confirmed it was switched. Due to gustos error, I am no longer qualified for 2 day direct deposit. I am u satisfied by this.

  

  Business Response

  Date: 04/30/2024

  Hello ****, 

  Thank you for reaching out via the BBB about your recent support experience.  As of 4.29.2024 we do see that we provided you with a timeline of events and denied your request for faster payroll after two bank errors.  We have copy pasted our correspondence below for your reference.  
  
  Case 33792374
  

  "I apologize for getting back to you just now. The information provided by the previous advocate is correct. When a new bank account is added and set as the default, the company's payroll funds will be debited from that account. Based on your user information, it is evident that you updated your bank account to the one ending in 5744, which begins with the number 142***, on 04/13/2024.
  
  Further validation with our assurance team has confirmed that the bank account starting with 142*** was only set as the default on 04/26/2024 at 03:27 PM PDT. This timing was after the payrolls for 04/26/2024 and 04/29/2024 were already submitted on 04/23/2024 at 03:26 PM PDT and 04/25/2024 at 03:26 PM PDT, respectively.
  
  In this case, the payroll funds were debited to the account that starts with 140***, which was the default bank account set when you ran the payroll. Please know that our assurance team's decision to disable the faster payroll option was based on the number of bank errors we received. As it stands, the 2-day direct deposit speed will remain unavailable until 04/26/2025, provided that each month includes at least one payroll without any bank errors.
  
  Your cooperation and understanding is greatly appreciated. Please let us know if you have further questions or if additional help is needed with your Gusto account."

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21641106
  
  I am rejecting this response because the information I received from your agent on my original call was incorrect. Kindly pull the call to see I was advised by her the accounts were switched when that was not the case. The second call regarding the matter actually addressed the issue. The call record will show you were at fault. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/01/2024

  Hello ****,

  Thank you for the clarification.  We have reviewed the call and the advocate assigned to your case will be reaching out to futher assist in case 33792374.  Please continue to work with the specialist assigned to your case.
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21641106
  
  I am rejecting this response because you admit fault and still reject my very reasonable request to reinstate my 2 day payroll. 
  

  I apologize for any conflicting information that *** have been provided. I listened to the call, and when you asked if the newly added bank account would become the default bank account, the previous advocate clarified that you need to set it as the default bank account first where the funds will automatically be debited. It is evident on the call that you clarified several times, and the phone support representative where you also asked if she could check it on your behalf to ensure that the newly added account was set to default.

   

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

  

  Business Response

  Date: 05/06/2024

  Hi ****,

  Thank you for reaching back out.  We've copy pasted the correspondence set to you on May 2nd 2024.  At this time we have declined to re-instate faster payroll and apologize for any miscommunication caused.

   
  "I hope this email finds you well. This is ***** from Gusto Leadership Team, reaching out on behalf of ****, as per your request. Thanks for letting me take the time to review your correspondence with us! After looking things over, I did notice some areas where miscommunications could have occurred, and I can understand how that could have made you feel.
  
  I apologize for any conflicting information that *** have been provided. I listened to the call, and when you asked if the newly added bank account would become the default bank account, the previous advocate clarified that you need to set it as the default bank account first where the funds will automatically be debited. It is evident on the call that you clarified several times, and the phone support representative where you also asked if she could check it on your behalf to ensure that the newly added account was set to default.
  
  These findings have been explained to our Assurance team for approval in reactivating the faster payroll option for your company; however, to be compliant with the bank and Gusto's process, the request has been denied. Please note that suspending the faster payroll option is a measure in place to prevent any further banking errors in the future that *** cause your payroll to be blocked and suspended, and this policy is applicable to all Gusto users.
  
  For more information, you *** read through Section 5-C of our Payroll Service Terms .
  
  I understand if this is not the answer you were hoping for but your understanding and cooperation are greatly appreciated. Please let us know if you have further questions or if additional help is needed with your Gusto account. I wish you a great rest of your day!
  
  If there is any other feedback you have for our team so that we can improve, please let me know and I will be sure it gets to the applicable team."

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21641106
  
  I am rejecting this response because youve yielded I was given incorrect advice from your CSR, but still will not make it right.
  
  Sincerely,
  
  *********************