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:09/29/2022

  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 has been offering a cash out program where you are able to get a loan for a portion of your upcoming check early and it will be repaid on the following paycheck. A week or so before my last paycheck I got an email from Gusto saying the cash out program would be ending on October 30th. When I got my last check I needed extra money to cover a bill and avoid a late fee. I felt comfortable doing this because the program wasnt ending until the 30th of the following month. This would give me time to repay cash out loan on my first of the month check while also taking out another loan for my rent as Ill need to full amount of my paycheck to pay it. Then on my second October paycheck the second cash out would repay and Id be caught up before the program ended on the 30th. Yesterday I got an email from Gusto saying theyre accelerating the cash out end date to September 30th. Had I known they were ending the program in September i would have taken the late fee on my bill and not done the cash out. But now because i did when I get my check theyll take the loan repayment out of it and I wont have a second cash out to fall back on, because of this I wont be able to pay my rent. *** spoken with multiple people and asked for a two week deferment on the on the loan repayment due to this and they absolutely refuse. They continuously tell me that the agreement was for me to pay back the loan on my next check. While I understand that between the time I took the cash out and now Gusto has changed the agreement and I dont think its fair for them to alter the terms of the agreement while expecting me to stay true to the original one. Due to Gustos inability to honor their agreement and their loan repayment rigidity despite extenuating circumstances of their own doing Im now facing eviction in two days.

• Initial Complaint

  Date:09/29/2022

  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 continues to withdraw $1,950 a month from my paycheck. They refuse to fix the situation. This is theft at this point.

  

  Business Response

  Date: 01/11/2024

  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 reached 
  out several times on October 3, 5, 11, 13th regarding the 
  confirmation of enrollment and coverage for your team. We 
  apologize for the poor experience and are available at 
  ********************************** should you need further assistance or 
  clarity moving forward.

• Initial Complaint

  Date:09/22/2022

  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.

  I recently registered two LLCs in my state under my home address, and it seems Gusto along other businesses checks public records for new businesses entities, and they automatically add you to their physical mailing list to spam you with "offers." They already mailed to one of my business names, and it's likely they are also going to mail the new business name (same business address) as well. I have attached a sample supporting document of one of the spam mails I've received. My request is for you to please remove both my companies from you mailing lists. My first company is listed as my "first name" on this complaint. My second company with the same mailing address is listed as my "last name" on this complaint. You may not have my second company added to your mailling list yet, but please blacklist it before your automated system finds it and spams me again. Please blacklist any mailings to my address (and companies) I provided in this complaint. The address is on the document provided, I don't wish to be affiliated with any of your services, offers, mailings.

• Initial Complaint

  Date:09/16/2022

  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.

  This is the payroll company for the payer of my child support order. They are responsible for making sure all my payments are made and made on time. They first made a payment over a week late. Now they're missing 3 entire payments all together. I have lost wages now and had to take personal loans to make up for their negligence. They currently owe me nearly $650 and they keep lying about sending the payments.

• Initial Complaint

  Date:09/15/2022

  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 has been used by our company, ************************, and they withdrew nearly $400,000.00 from our business operating account, never paid it to our employees and have kept the funds for over two weeks now. Gusto has promised to return the funds however this has not happened. Should the funds not be returned within the next 24 hours we will have no choice but to pursue alternative options.

• Initial Complaint

  Date:09/08/2022

  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.

  I AM NOT THIS PERSON... IM NOT THE PERSON TO EVER LEAVE BAD REVIEWS.. BUT IN THIS CASE THESE FRAUDS DESERVE FAR MORE THEN A COMPLAINT AND BAD REVEIW... PLEASE READ CAREFULLY AND SAVE YOURSELF SO THIS DOESNT HAPPEN TO YOU AND YOUR COMPANY...Gusto literally withdrew ******* dollars from our bank account and has not paid ANY of our contractors and its been SEVEN DAYS. We aren't talking about ******... its almost ******* dollars that they have in possession. WE have called in day after day with our in house counsel and have been guaranteed by three separate supervisors that the money will hit our contractors accounts that day... three different supervisors and three separate false promises. We have lost hundreds of thousands of dollars in contracting work due to this FRAUDULENT company. I know that this sounds like a bad joke.... its been our reality over the past seven days... we are quite literally in shock that a company of this size could make mistake after mistake in this manner... I own a large company... I understand that mistakes happen... this is so beyond simple mistake... it borderline feels nefarious and criminal. We are seeking legal action immediately. I can honestly say that if we weren't in a strong financial position we would have been put out of business. My goal is to make sure that they can't F*** any other company the way they did ours. The day that I help put this company out of business will be a happy day for me. I will be pulling resources over the next couple of weeks and hopefully filing a class action lawsuit against this atrocious company. I am writing this review for the next business owner who is thinking about going with Gusto. DONT. at all cost DONT. This has been the most poorly managed experience in my business career. Find a different company. If anything similar has happened to you and or your company please email me at *********************************** These ******* are going down. **** my words.

• Initial Complaint

  Date:09/08/2022

  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 failed to remit a federal tax payment after debiting the money from our account. Now we are out a large sum of money plus penalties to the **** We've filed the notice with Gusto but unfortunately they have made it impossible to reach a human being and are not responding to our request.

• Initial Complaint

  Date:09/07/2022

  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.

  We have tried for several weeks to run our payroll with Gusto, we have attempted to add a new bank account for several times, each time Gusto through its provider Plaid puts in an erroneous routing number, thus causing the account to not be permited to run payroll. We have paid the fees for the services but have not had one week of payroll run, this company does not do what it advertises it is supposed to do.

• Initial Complaint

  Date:09/07/2022

  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.

  Gusto is a payroll company that I contracted with in January 2022, they did their first payroll for my company February 2022. The State sent notices that State Witholdings were not paid, we sent everything to them and we were told it is being sent to my "************* Team." 3 weeks later I am being assessed penalties because of their failures to both pay the Witholdings and also process the paperwork sent by the State. We have called dozens of times, went through all their steps, and STILL we cannot get an agent on the phone, other than the ones they pay to tell us how much they sympathize with our problems due to their failures. They have no ability to escalate problems to the different teams in their network. They're now telling me my payroll will not be processed next pay period because I cannot provide an updated license, I cannot provide an updated license because I am in renewal with the State and can take UP TO 90 days. On top of Gusto telling me it can take them WEEKS up to MONTHS to process these issues. I am being charged hundreds of dollars a month by them and they have failed at every aspect of their service and still have no one that we can get a hold of to facilitate the issues.

  

  Business Response

  Date: 01/11/2024

  Hi ****, Thank you for providing feedback about your support experience through the Better Business Bureau. We see that our team assisted with full resolution of all notices sent to us including covering any penalties accessed due to the delayed resolution. We apologize for the poor experience and are available at ********************************** should you need further assistance or clarity moving forward.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 17928812
  
  I am rejecting this response because: there was no resolution on your part.  Your company is absolutely terrible.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/18/2024

  Hello ****,

  We're sorry that you are not satisfied with our resolution to your tax notices and apologize for our initial delay in resolution.  All notices submitted have been reviewed by our tax team and a resolution with next steps has been provided.  At this time, unless a new notice is received and sent to ********************************** there are no further actionable items as we have addressed all correspondence sent to us.  Thank you again for reaching out we're happy to assist with any new requests or notices should you receive them.

• Initial Complaint

  Date:08/26/2022

  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.

  Worst experience. Horrible customer service and processes. ******************** took funds from bank account and did not provide funds to employees. They randomly changed the payroll date without any notice or cause. Was on the phone with them and sending emails for literally 8 hours and just got passed along from one horrible rep to the other. As a result of the last payroll, I have fines. Again they took the money and didnt pay the employees on time. This is a fraudulent payroll company.

  

  Business Response

  Date: 01/11/2024

  Hi *******, Thank you for providing feedback about your support experience via the BBB platform. We see that, in this case, due to a bank error R01 we were unable to sucessfully debit from the employer bank account. ******************** is unable to process payroll if the funds are not debited from the employer account sucessfully. We are also not able to expedite these types of payments. We apologize that this bank error caused delayed payments to your employees. For further clairty please reach out to *********************************** Thank you