Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/15/2022

  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 our payroll company and they have been erroneously running our payroll for two years by deducting an additional 70 dollars from our employees paychecks. When we found this issue they admitted it was an error but are being evasive and not helping us get a refund of the money they erroneously took. They owe our employees several thousands of dollars but theyre unwilling to participate in forensic accounting of where this money went.

  

  Business Response

  Date: 01/11/2024

  Hi **********, we see that due to a system bug our benefits 
  service did not function correctly. We were able to review the 
  error and process corrections in case number ******** on 
  12.22.2022. Additionally, we provided detail on how to 
  reimburse your employees for the funds withheld but never 
  debited from the employer account. As a gesture of goodwill a 
  payroll concession was also provided. Should you have further 
  questions please reach back out to **********************************

• Initial Complaint

  Date:12/05/2022

  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.

  1) I was told over email that I would receive information on how to enroll via snail mail in early September which never arrived. Then when I spoke to an agent over the phone they told me that isn't the actual process. This resulted in my enrollment being delayed and I had to pay out of pocket for several medical appointments. 2) I was enrolled by Gusto in two different COBRA agencies so I thought I had given $667 to the wrong company. I found this out late on a Friday so I had to deal with extreme anxiety over an entire weekend until we got this sorted out. 3) I am now being told Gusto has an arbitrary rule that current employees have to go through open enrollment before the information is sent over to Basic Pacific even though Basic Pacific told me they need the open enrollment paperwork 60 days before the deadline. I also have to enroll in my new plan via snail mail with Basic Pacific so this process being drawn out is unacceptable. Now ****** tells me that Gusto botched ******************'s open enrollment process so they have to start the entire process over again and it won't be done until the end of next week so there is absolutely zero chance that I will be able to complete my open enrollment by December 1st when the new plans starts and ****** tells me, a disabled person who has very little income at the moment, that I will have to pay out of pocket for my medical expenses AGAIN. This is after ****** told me several times he would call me on a particular time and day and never did, then called the wrong phone number. I asked for a new supervisor to deal with and to file a complaint and Gusto told me no. This resulted in me not being able to take my headache injection medication because it is $800+ out of pocket. I filed a formal complaint with Gusto and nothing came of it.

• Initial Complaint

  Date:12/05/2022

  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 December 1st I was charged a subscription fee for a service I did not authorize or agree to. The company changed the plan that I was on without notifying me or others of the change.When I contacted the company about the charge they were not willing to do anything to refund the charge.The company seems more focused on collecting money from small (struggling) businesses than being their for their customer.The entire experience with the company has felt like a scam and not acceptable.

  

  Business Response

  Date: 12/19/2023

  Hi Summer, 

  We were unable to locate your account using the information provided.  Should you need support please reach out to ********************************** Directly

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 18524475
  
  I am rejecting this response because it was not in response to the complaint and was a standard AI generated response. 
  
  Sincerely,
  
  Summer Sides

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair 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.

  12/02/2022 a charge of ***** was debited from my account for payroll services. I had signed up in November 02,2022 and a week later cancelled due to ADP payroll was cheaper and they dont bill you unless payroll was run. A month later they deducted for services rendered and I had cancelled my account. I cant call them cause I need a code and because I cancelled my account Im not able to log back in to get a code to talk to someone about this charge.

  

  Business Response

  Date: 12/19/2023

  Hello ********,

  Thank you providing feedback about your support experience.  We see that you reached out on 12.2.2022 and on12.5.2022 and were granted a refund of the monthly fee.  Per our terms of service Gusto is a subscription based service and charges monthly.  Since the account was active in November you were originally charged the subscription fee the following month (December). For more about our pricing please see here ************************************************** .  For further questions please reach out to **********************************. 

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair 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.

  On November 9, 2022; I submitted a claim for reimbursement of a medical expense to my FSA providers. The claim was approved on November 11, 2022. I have yet to receive my reimbursement. While it says processing can take 3-5 business days; they are normally processed and I receive reimbursement within 1-3 days from when it's approved; however, it's now been nearly 2 weeks. Because there was a holiday following when I submitted the claim, I allowed additional time for the claim to be processed. I reached out on November 15th and spoke to ******. While he tried to help he didn't know what to do and asked me to allow for additional time citing the 3-5 business days. It took multiple days for the situation to be escalated and I have no idea what the escalation involves as I've heard nothing. I called today, November 23, 2022, to see if someone else could provide assistance. **** told me that he would check in with ****** to see if he'd heard back. If I wanted to reach back out to ******, I had his direct contact information and even after several days he was not able to get a resolution.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 18457416
  
  I accept the response; HOWEVER I'd like to note that the response took well over a year!!! And reimbursement was still done well after the allotted time.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/15/2022

  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 waived my Vision benefits in Gusto with proof and the system confirmation on 10/1/2022, but gusto still charges me and the company's cost on my paystubs $12.36 per month. Im talking to Gusto back and forth since early October but they are just keeping requested the same documents which I already provided but did not solve the problem. Please help on this, thank you.

• Initial Complaint

  Date:11/11/2022

  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.

  On 10/2/22 I started with Gusto for my Payroll. I have smoothly ran payroll for 4 payroll periods. I had to close my bank account on 10/22 and reopened a new account. Gusto verified the account on 10/28. On 11/1 they put an invoice through the old account but used my new account to run payroll. I immediately reached out to my sales person and support team letting them know the account was closed. They informed me that they would just resubmit the invoice to the new account. This was never done and my account has been blocked since 11/2/22. I have sent emails 10/31, 11/1, 11/4, 11/8-4x. The latest case number is ********. I have been on the phone trying to resolve this and it seems like no one can unblock the account. I was not able to run payroll for my employees on 11/9/22. My next payroll due is on 11/16/22 and as of today my account is still blocked. I am attaching my most recent transactions showing 2 deposits on 11/4/22 for verification and 2 withdrawals from Gusto, 11/7 for workmen's comp & 11/9 for the invoice of $34.56. Also on 11/2 they were able to take payroll out from the new account. I have spent many hours on the phone and just keep getting transferred and said my account has been sent to the assurance team and escalated. As of 11/11/22 my account is still blocked.

  

  Business Response

  Date: 01/11/2024

  Hi ********, Thank you for contacting Gusto through the ******************************* platform. We are sorry to hear your 
  experience with Gusto did not meet your expectations and 
  appreciate your patience and understanding while we reviewed 
  your cases. We do see that the account was unblocked as of 
  11/14/2022. We apologize for the amount of time and frustration 
  it took to get this resolved with our team and have made 
  improvements to this process so this issue doesnt occur again 
  in the future. We do see you have closed your account with 
  ********************, but if you have any other questions that we can assist 
  you with please feel free to reach out to **********************************

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 18390542
  
  I am rejecting this response because:  I am being held responsible by the *** for a mistake made by the  Gusto payroll team by submitting an over charge for tax period12/31/22. This is still in review as of 1/10/24. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2024

  Hello ********,

  We are sorry that we did not address your tax notice in the first response as it was not brought up during the initial complaint. The most recent support case you had open with us was resolved on 10.26.2023.  Our tax specialist provided details on what happened to cause the notice as well as next steps to resolve see attached screenshot from case 31132535 (PII removed).  We're happy to help if you have received additional notices.  Please follow these steps to have a our team take a look! ******************************************************************************************************************** .  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 18390542
  
  I am rejecting this response because: The problem has not been resolved. The problem has nothing to do with 2023. It is the 4th quarter of 2022 that the *** is still reviewing the many amendments submitted by your company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/18/2024

  Hello ********,

  We understand that you are rejecting our response and apologize for any misunderstanding surrounding the timeline.  Currently there are no ************ cases with Gusto and all notices received have been reviewed and resolution provided as shown in our prior response.  We are happy to review any new or additional tax notices via our ********************************** email.  Please remit any new notices to us for review!  

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 18390542
  
  I am rejecting this response because: I spoke to the *** on 1/18/24 and the amendments Gusto sent are still under review. Documents you are requesting  are already loaded to the Gusto site(multiple times)
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/22/2024

  Hello ********,

  Thank you for your feedback however we do not have any open cases or unresolved notices pending resolution by our tax team.  At this time all notices received have been reviewed with next steps provided and payroll corrections processed.  Gusto does not have authority over IRS processing times which can often exceed 16 weeks.  Should you receive additional official IRS correspondence please send to ******************************** where we will be happy to review.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 18390542
  
  I am rejecting this response because:Until I have notification from IRS that this mistake that Gusto payroll people made I will reject your response. My company or myself shouldn't have to be dealing with this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  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.

  Gusto is taking out insurance premiums every other week ($175) they stopped paying the premiums back in August thus United Healthcare has cancelled my policy 8/31/22. Theyre still deducting premiums from my paycheck and I cant get them to stop. I have tried to file loss of coverage proof to them but they simply ignore it. So I have zero health insurance and theyre basically stealing from me $400 a month for months. I plan on seeking legal counsel as I have verified proof that UHC has cancelled our policy and proof that amounts were payroll deducted. I have a coworker with the same issue.

• Initial Complaint

  Date:11/04/2022

  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 checking prices on the Gusto website in July as my children lost their insurance coverage. We decided not to enroll them under my insurance, but I was told I had no choice but to re-enroll in my health care and dependent care FSA benefits mid-year, because they considered this a qualifying event. I requested an increased FSA contribution for the remainder of the year ($800 from Jan 1 to July 31 plus $1,320 from August 1 to December 31, for a total of $2,120 annually) but instead it was decreased from $1,600 annually to $1,484 on their end for no clear reason. I was alerted to the change by email and told I could not decrease it. I then asked for it to be corrected by email/chat several times but it has not been corrected and the company has not responded in over a month. At a minimum, the original amount of $1,600 should be restored. Thanks for your attention.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 18358780
  
  I am rejecting this response because: no response was provided. The business did not address this matter and the account has now expired.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/11/2024

  Hi *****, thank you for your response. We do understand that we were unable to resolve this matter to your standards, and apologize for that. Moving forward we hope to provide you with a better experience, and are happy to receive any feedback you may have. Should you need anything further please do not hesitate to reach out to us at: **********************************

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Gusto for several years for payroll processing and benefits management for my small business. As an employee of my own company, I waived enrollment for health and dental in Jan '22 but Gusto failed to terminate those policies, resulting in my company (and effectively, me as the sole owner), being charged every month since January for those policies. The message portion below was sent from ******** Care agent *********************** on 9/8/22 after several attempts reporting the issue. As of 11/3/22 there has been no meaningful progress, and *************** Shield AND Guardian continue to bill me for policies that I elected out of January 2022. This has now cost me over $5,500 due to Gusto's error in January that has yet to be corrected, resolved with the policy providers, and refunded to me. I currently only maintain my Gusto account to resolve this issue - I sold my business last month. I am still getting charged by Gusto, as well as by our worker comp, even though I've unenrolled my team from both. This single error is causing a number of ongoing expenses to me/my business as I'm trying to close out the *** after sale of assets. Looking for resolution and refund so I can end relationship with Gusto and associated policies that should never have been renewed."In January [2022] was the company's open enrollment for benefits for 2022. I show that during open enrollment, you selected to waive coverage which should have ended your benefits then. It looks like there was a mix up on our end with the *** and the waived benefits in open enrollment so your benefits never got waived like they should have been.Since it was an error on Gusto's end, I went ahead and submitted a ticket to our Member Operations Team to get those benefits retroactively dated to end in January 2022 like they should have been. Once I hear back from the team on this ticket, I will let you know on what the next steps will be moving forward."