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:06/21/2023

  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 participated in the referral program. I referred a business in January and have been waiting for my $400 gift card since then. After reaching out multiple times, I was told today that the date the employer ran their first payroll disqualifies me from the referral program. No where in the language of the referral program was this mentioned. I Will never be referring anyone to this company again. They owe me $400.

  

  Business Response

  Date: 12/19/2023

  Hello ********,

  
  We appreciate you forwarding your feedback to Gusto through the Better Business Bureau platform.  After reviewing your correspondence with our support I can confirm that Gusto paid out your referral on 6.22.2023. The referral terms state that: "To qualify, you must sign up for Gusto by January 31st, 2023 and run one or more paid payrolls." At the time of your inquiry this term had not been met but we made an exception and processed the referral. Should there be anything else needed from Gusto regarding past payrolls, do not hesitate to reach out to our support team: **********************************
  

  
  

• Initial Complaint

  Date:06/16/2023

  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 an HR platform for small businesses. They administer benefits for my small company, including my ************** FSA. Unfortunately, they have a regular practice of rejecting legitimate receipts for reimbursement. Their customer service is slow and unhelpful. This happened to me most recently last week but I have had other legitimate childcare expenses rejected and I see from complaints on social media that this is a pattern from Gusto. They make it nearly impossible to access your own benefits. It seems like a predatory practice to discourage the use of FSAs.

  

  Business Response

  Date: 11/13/2023

  Consumer Info:

  ************************************ , ** 08108 ********** ******************

  Business Info:

  Gusto 525 ******* *************, ** 94107 **********

  Date Filed: 6/16/2023 8:30:19 AM
  Response: Hello, Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations. We appreciate this feedback and have forwarded it to our Benefits Compliance and Processing teams for possible improvements in the future. After a review of the communication, it looks like this issue was escalated via various channels. On June 20, 2023 we were able to advise on the specific details that are needed, on a receipt, when submitting a claim for a Tax Advantage Account reimbursement to remain in compliance with IRS regulations. This and other details can be found in IRS Publication 969: ****************************************

• Initial Complaint

  Date:06/14/2023

  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.

  Our company had a employee with pulmonary issues, we learned two days before December 25, 2022 that the employee did not have health insurance coverage while in an emergency situation as stated and completed by Gusto Benefits team. We learned via the insurance carrier Anthem that Gusto did not comply with Anthem's request to complete a form required for completing the employee's health care coverage during the healthcare review process. Gusto benefit advisor had inadvertedly left the case opened and paperwork incomplete during the health care review and onboarding process. Therefore this left the employee without health care coverage. However, the gusto benefit dashboard misled the employee to believe that they indeed had health care coverage by the insurance carrier Anthem - as stated on the employee Gusto dashboard. We alerted the gusto benefits team asap, worked with anthem to resolve and reintstate the employee. However, we were bullied, harassed and mistreated by Gusto ************************ in the process. They refused to escalate, apologize or put us in touch with an executive to help resolve the case. They continue to dismiss the employee and their request for resolve. Anthem was able to resolve, Gusto was not able to resolve the matter.

  

  Business Response

  Date: 12/19/2023

  Hello *******,

  Thank you for contacting Gusto through the Better Business Bureau platform. We are sorry to hear your experience with Gusto did not meet your expectations and appreciate your patience and understanding. Upon review of the prior cases with our support team, I do see that we confirmed the enrollment for the employee with a start date of 12/1/2022 with no lapse in coverage and that any medical expenses occurred would be able to be submitted as claims to the carrier for reimbursement as covered by the policy. Should there be anything else needed from Gusto please do not hesitate to reach out to our support team: *********************************** We are happy to help in any way that we can.

• Initial Complaint

  Date:06/14/2023

  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 have had issues to where Gusto has been holding our companies payroll. Our company is supposed to be paid every other Friday and we had contacted them once about this issue personally and they informed us they would get the pay roll system back on track. THIS HAS NOT HAPPEN THIS WHOLE MONTH IS COMPLETELY OFF THE CORRECT DAYS MY EMPLOYEES PAYCHECKS ARE BEING WITHHELD FOR NO REASON!! They had lied to us saying that they will get it back to where my employees get paid on Fridays not Tuesdays and yet they were supposed to get paid this Friday and now Gusto is withholding their paychecks until Tuesday, some of my employees live paycheck to paycheck and they needed this paycheck Friday but now have to wait till Tuesday which is not the correct day, we had everything situated and figured out and was promised this would be resolved and that my employees would be paid on Fridays again, my employees better be paid on the 16th liked promised

  

  Business Response

  Date: 11/13/2023

  Consumer Info:

  Health Center, Affirm ************************************************************************ ********** ***************************

  Business Info:

  Gusto 525 ******* *************, ** 94107 **********

  Date Filed: 6/14/2023 10:30:51 AM
  Response: Thank you for contacting Gusto through the Better Business Bureau platform. We are sorry to hear your experience with Gusto did not meet your expectations and appreciate your patience and understanding. Upon review of prior cases and the account following this feedback; our support team was able to assist with inquiries to correct payroll processing for your employees. At this time, all company pay schedules were set to pay employees on Friday as needed. Should there be anything else needed from Gusto regarding past payrolls, do not hesitate to reach out to our support team: **********************************

• Initial Complaint

  Date:06/14/2023

  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 small business has been using Gusto, a third party payroll and HR service to administer health insurance benefits. Our company has even been paying for the personalized, higher level of concierge service, in which a designated person is to be in touch and accessible to make sure all HR policies are in place. However, Gusto uses yet another 3rd party health insurance broker, S4, who also failed to contact our business at all regarding the fact that the employers group health plan would terminate instead of rolling over on 5/1/23. They claim that they had sent an email prior to this date. However, they have now admitted that the email was sent to only one person on the admin list, who is not a primary admin (they are the accountant, and the email was incorrect), and did not email, text, call, or write a letter to any other admins regarding this very important issue of renewing insurance for the employees and owner of the business. Gusto never noticed that there was a problem and that important deadlines were coming up. There was no attempt by S4 or Gusto to reach out and provide viable options for new insurance, since the previous plan was no longer a product available to our group upon renewal. They simply terminated our health plan and did not even notify our main contact admin, the owner, nor our employees on 5/1 or after. We had to call Gusto to find out. Gusto prides themselves on personalized service, and we have received anything but. We are initiating the process of getting new insurance to start either 7/1 if possible, or 8/1 if necessary. We pay Gusto for this service yet we are figuring all of it out on our own. As resolution, we expect that Gusto takes ownership of their complete lack of communication and follow up, by covering all healthcare expenses incurred by our group that are billed from 5/1/2023-6/30/2023. So far, we are just getting bounced around to different advisors within Gusto, and time is of the essence!!

  

  Business Response

  Date: 12/19/2023

  Hello *********,
  
  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations.  Your feedback and patience are both greatly appreciated. Upon review of the communication between the company and Gusto, on July 12, 2023, aided by the Benefit Compliance Team, a concession was issued to the company for the missteps made during this process. If there are any other questions regarding Gusto processes or assistance is needed further, please do not hesitate to reach out to **********************************. 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my grave concerns about the actions and inactions of Gusto, which have severely affected the operation of my organization, the *******************************.The issue began when we transitioned our banking details from a large bank to a community-owned bank. Unfortunately, Gusto attempted to withdraw funds from the now-closed account, and what has transpired since has been deeply problematic and distressing.As a result of the banking transition, Gusto has locked us out of our account, hindering our ability to update our bank details. This has left us in an untenable position, unable to pay our employees a crucial aspect of our operation.Furthermore, Gusto has shown an utter lack of customer service and basic communication. We have attempted to resolve this issue through multiple avenues - over the phone and via numerous emails. Sadly, we've received no substantial response or solution from them.We have comprehensive documentation of these occurrences, including recordings of phone conversations and several email correspondences that showcase Gusto's lack of assistance and communication.Desired Resolution:Our immediate requirement is for Gusto to restore access to our account to allow us to update our banking information. We want to be able to pay our employees and continue our operations without further unnecessary and detrimental interruptions.I hope the Better Business Bureau can assist us in this matter and hold Gusto accountable for their actions. The conduct we have experienced is far below the standards any organization should expect from a service provider, particularly one as vital as payroll.Thank you for your time and consideration.Yours sincerely,*********************** Executive Director,*******************************

  

  Business Response

  Date: 12/19/2023

  Hello ******,

  
  We appreciate this feedback and have escalated it with our Payroll Compliance team for possible improvements in the future. We are sorry to hear your experience with Gusto did not meet your expectations and appreciate your patience and understanding.  After a review of our emails, it looks like we were able to recoup the funds via wire and grant ****** to your Gusto account on *********. Should there be anything else needed from Gusto regarding your account, do not hesitate to reach out to our support team: **********************************
  

  
  

• Initial Complaint

  Date:06/02/2023

  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.

  To Whom It May ********* am writing to lodge a complaint against Gusto regarding an issue that surfaced during my tenure with my previous employer, and remained unresolved upon my termination.Throughout my employment, I had been routinely contributing to my commuter benefits card as a component of my payroll. This card was to help offset my commuting costs and was presented as an advantageous benefit. Unfortunately, upon my termination from the company, I discovered that the funds I had diligently contributed were rendered non-recoverable and non-transferrable. As of now, there remains an unused balance of over $300 on this card.I am taken aback by this revelation as this information was not clearly communicated or indicated by Gusto when I was opting for this benefit. The inability to access or transfer these funds seems highly irregular and, to an extent, resembles an act of misappropriation. I am willing to bear any pertinent taxes or deductions related to this amount. However, I find it distressing that the unused funds on my card would appear to simply roll into Gusto's revenue stream.This occurrence appears to reflect poorly on Gusto's business practices, and it's disconcerting to see that employees' rights are compromised in this manner. When electing benefits, an employee should not be expected to anticipate potential termination and the subsequent unavailability of their hard-earned funds.Given the circumstances, I seek a resolution to this issue that respects both my contributions and my rights as a former employee. I am hopeful that Gusto will take the necessary steps to rectify this situation, ensuring that such an unfortunate incident does not recur.Thank you for your attention to this matter. I look forward to a swift resolution.

  

  Business Response

  Date: 12/19/2023

  Hello,

  Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience did not meet your expectations. On April 3, 2023 we were able to advise that If you leave your company and were enrolled in commuter benefits, the plan will end on your last day of employment. You have 90 days after the last day of employment to submit a claim for services incurred while the policy was active. 90 days after the last day of employment, any unused funds will be forfeited back to the company (as set by Section 1.132-9(b) Q&A 14(d) of this IRS document).

• Initial Complaint

  Date:05/25/2023

  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 required to use this app and website to receive paychecks from a former company that I worked for. I have had some issues with my personal information, and I am currently trying to delete and close any old accounts that have sensitive information. I tried to log in online and delete my account, but it was not an option. So I called the customer service line and tried to cancel my account, and the woman told me that they do not close any accounts. She told me to change my email address to a dummy email address to no longer receive notifications. That is VERY shady and makes me very uncomfortable that this is what this company does.Also, THAT IS NOT THE PROBLEM. THE PROBLEM IS THAT THEY HAVE MY SOCIAL AND BANK ACCOUNT INFORMATION.. FOR NO REASON. I told them that I have a new job and do not plan on logging in to gusto again, or ever using gusto again. She just told me that they dont really cancel accounts and that she was sorry.I am irate that this company handles complaints and problems this way, and am so nervous when it comes to my information.

  

  Business Response

  Date: 12/19/2023

  There is no record of any cases or contact in salesforce with this employee name and the email is not valid

• Initial Complaint

  Date:05/24/2023

  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.

  Needed to update a simple LST number. The accociate gave me the run around and I retreived the number. The accociate indicated that the document was needed. The office for this document is 300 miles away. The office said they do not have documents to give so I left with a screenshot. There was no place to upload the document so I had to spend more time in the chat. ******* initiated a file transfer through the chat and then unlocked the account and made me update the information myself after lying saying that their "tax office" had to update it from their end. I asked to speak with a supervisor numerous times and they lied stating that they needed "more information" before they could transfer me. Two reps left me on hold for 30 minutes then hung up. This company also over charges **. They advertise $46 per month but charge ** $95 per payroll. WE ARE UNABLE TO ESCALATE TO A SUPERVISOR.

  

  Business Response

  Date: 12/19/2023

  Thank you for contacting Gusto through the Better Business Bureau platform. We are sorry to hear your experience with Gusto did not meet your expectations and appreciate your patience and understanding. We can see that following this feedback our support team was able to put you in touch with a supervisor and assist with downgrading your plan, explaining the invoice charges, and providing an invoice discount as a courtesy. Should there be anything else that arises do not hesitate to reach out to our support team: **********************************

• Initial Complaint

  Date:05/24/2023

  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 contracted Gusto for payroll services in ************************************** Dec 2022. I did this for both businesses I operate, however they have not canceled the second account, though multiple email conversations requesting they close my account. I did this same process with my other account and have had no issues with getting that account cancelled. I have emailed and called with no resolution. I get a monthly charge of $64 for ***** Feb., March, April and now May totaling charges of $320.

  

  Business Response

  Date: 12/19/2023

  Hi Terra, 

  Thank you for your feedback here about your experience with our support team. Regarding the cancellation of your account, ******************** does not cancel the account on your behalf. Administrators of the account are responsible for cancellation. To cancel the account please follow the instructions listed in this article: *********************************************************************************************************** Should you have questions about this process or anything else please reach out to our support team at **********************************.