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:05/02/2025

  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 used Gusto to run an EOY Payroll. What was supposed to be a payroll towards 2024 was not submitted as such and they submitted for 2025. After trying to fix the issue with Gusto they refused to accept that they messed it up and are unwilling to help fix the issue they created. Their direction to me was figure it out on my own. Great customer support! I know have to pay a *** to help fix the issue with the *** and their mistake has cost me more money. I have paid for 3 months of their service with no actual work done from them and they refuse to refund me even though they have performed no service. Their Subscription service is a scam to milk people for money and I would advice anyone to never use them for anything.

  

  Business Response

  Date: 05/05/2025

  Hello ******,

  Thank you for taking the time to share your experience. Were sorry to hear about the frustration this situation caused and appreciate the opportunity to clarify what happened.
  Based on our review, the first payroll processed through Gusto had a check date of January 2, 2025. In accordance with *** guidelines, Gusto generates W-2s based on the check date, not the pay period. Since there were no payrolls with a 2024 check date, a 2024 Form W-2 cannot be generated through our system. This also means the business became an active customer in 2025, when the first ******************** was officially run.
  

  Our support team explained this and also provided instructions on how to reverse the January payroll in case you'd like to report the wages outside of Gusto for tax year 2024. While were not able to retroactively file a 2024 W-2 through our system, we did aim to equip you with the steps needed to resolve this outside of Gusto.
  

  Regarding billing, Gusto is a monthly subscription-based service. Charges continue until the account is formally canceled. In this case, the account remained active until April 15, 2025, which is why billing continued through that month. We understand it can be frustrating when services arent used as expected, and were always here to answer questions about how and when charges occur.
  

  Were committed to providing helpful, clear support and regret that this experience didnt meet your expectations. Your feedback helps us continue to improve our product and service.
  

  -Gusto Client Relations Team

• Initial Complaint

  Date:04/25/2025

  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 purchased a prescription and sunscreen using my FSA card. The transaction was a covered expense but gusto reduced my account and charged me an offset both for the full amount. Gusto later approved the transaction but did not replenish my funds. I have been trying to work with their customer ********************** for months but the refused to return my funds.

  

  Business Response

  Date: 04/27/2025

  Hello ******,

  Thank you so much for reaching out and giving us the opportunity to review and respond to your concerns. We truly understand how important your FSA funds are, and we appreciate your patience while we carefully investigated this matter.  We've provided resolution in your case 36733694 and outlined more detail below as well.

  
  After a thorough review, we can confirm that all of the funds in your FSA account were successfully used and paid out according to the plan rules. Id love to walk you through the details:
  The original FSA card transaction for $116.49 was processed correctly and paid directly to your provider. Because the payment was made at the point of sale using your FSA card, the funds were deducted from your account balance at that time.
  Later, when you provided documentation showing the expense was eligible, it helped validate the original transaction but it didnt change the fact that the $116.49 had already been used for that provider payment and wasn't available for reimbursement again.
  When you later submitted a manual claim through the portal, our system treated that as a new, separate request. Your manual claim was valid and approved based on eligibility, but unfortunately, by that time, your *** account had already been depleted from the original transaction and other claims.
  As a result, only the remaining available balance (if any) could be reimbursed. If additional funds had been available, they would have been reimbursed accordingly.
  In short: even though the original transaction was later confirmed as eligible, it was already fully paid out to your provider using your *** funds. No funds were withheld or lost the account was simply used up through valid transactions.
  We genuinely understand that this may not have been the outcome you were hoping for, and we sincerely appreciate all of your efforts in working with us. After exhausting all available resources and thoroughly reviewing your account history, we can confirm that no further reimbursement is possible, and the matter is fully resolved.
  Thank you again for bringing this to our attention and for being part of Gusto. If you have any other questions or if theres anything else we can do to support you, please dont hesitate to reach out.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23251979
  
  I am rejecting this response because: my complaint is rooted in the fact that Gusto charged me an offset for an eligible transaction. The response fails to address this despite it being key in the complaint. The offset was repaid and my fsa balance was not increased meaning gusto utilized those funds against irs laws and their own protocol. These funds are still owed to me. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/28/2025

  Complaint rejection taken in dictation by BBB *** SS 04/28/2025 
  The purchase was paid by my FSA account. Once paid they determined it was now ineligible. I then went in and paid the balance for that purchase. 
  The purchase was then deemed to be illegible. I would like a refund or my account to be ***lenished. 

  

  Business Response

  Date: 04/28/2025

  Hello ******,
  Thank you again for your continued communication and for clarifying your concerns regarding your *** account. We truly appreciate the opportunity to fully review your case and ensure that we address every point youve raised.
  We understand that your primary concern is related to the offset that occurred on your FSA account, and specifically whether funds were appropriately restored to your available balance after repayment. Id like to walk through what we found to ensure full transparency:
  When the original card transaction for $116.49 was processed, those funds were deducted from your FSA account at the point of sale.
  Following standard IRS requirements, when documentation was not provided timely, a temporary offset was placed on your account, reducing the available balance until the eligibility could be verified.
  Once you submitted documentation validating the transaction, the offset was properly cleared per IRS guidelines. However, because the funds had already been spent when the card transaction occurred, there was no additional balance to "re-add" to your available funds. The original use of funds was already final and valid under your plan rules.
  To put it simply: the offset was tied to validating a prior eligible payment, not to withholding or reclaiming your funds. There was no instance where eligible funds were improperly withheld, used twice, or left unrestored the funds had already been correctly used for their intended purpose according to *** *** regulations and Gustos plan procedures.
  We recognize that FSA rules can be complex and its completely understandable to seek further clarity. Please know we have taken your concerns seriously and completed multiple layers of internal review to confirm that your account was handled accurately and compliantly.
  At this time, we must respectfully reaffirm that all available FSA funds were appropriately spent on eligible expenses and no additional funds remain owed.
  We sincerely appreciate your patience and the opportunity to support you throughout this process.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23251979
  
  I am rejecting this response because: the rationale regarding how the offset was dealt with is incorrect. I submitted an additional claim for reimbursement with Supergoop which was paid paid out of pocket (ie. without fsa funds.) The claim with Supergoop was not refunded to me but was applied to the offset balance. The NimbleRX (also known as Colonial Drugs) transaction was resubmitted as a manual claim, using the same documentation requested for the card transaction, and was approved. A portion of those funds were also applied to fully satisfy the offset balance despite it being the same transaction. Gusto has a policy that assumes a claim being utilized to satisfy an offset is paid out of pocket, which was not the case for the NimbleRX manual claim. Again, the offset assessed for the card transaction and the NimbleRX manual claim were the same transaction. The offset repayment did not replenish my account resulting in mishandled funds by Gusto. The attachment shows that these claims were applied to the offset and that an offset was assessed incorrectly. The second attachment shows that the entire purchase was deemed ineligible. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/24/2025

  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 am submitting this complaint regarding repeated issues with Gusto Payroll's handling of our annual employee benefit renewals. Over the past several years, Gusto has consistently demonstrated a lack of professionalism and reliability in managing the timeline and communications associated with benefits enrollment.Each year, their failure to coordinate properly has led to confusion and unnecessary stress for our HR team. Deadlines are not clearly communicated, changes are introduced without notice, and there is minimal to no proactive outreach or guidance. In some instances, the disorganization has nearly resulted in employees being left without health insurance coverage due to missed deadlinesdespite our team making every effort to stay ahead of the process.This recurring negligence puts our employees' health and financial wellbeing at risk and has caused significant administrative burden. Despite attempts to work with their support team, the core issues have not been addressed or resolved.We are seeking accountability from Gusto for these failures and a concrete plan to ensure benefit renewals are handled accurately, clearly, and on time moving forward.

  

  Business Response

  Date: 04/24/2025

  Hi ******, 

  Thank you for bringing this to our attention. We understand how critical it is to have a smooth, timely, and transparent benefits enrollment process, and we sincerely apologize for the frustration and disruption you've experienced during the annual renewal cycles.

  At Gusto, we deeply value the trust of our customers. We take your concerns seriously and regret that our service in this area has not met your expectations.

  Weve escalated your feedback internally and are working to resolve any outstanding issues as quickly as possible. Your insights have highlighted key areas for improvement, particularly around communication and coordination, and we appreciate your patience and partnership as we focus on delivering a better experience moving forward.

  Sincerely, 

  Gusto

• Initial Complaint

  Date:04/15/2025

  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 canceled my Gusto account in February they said it all good and I won't be charged anymore will on 3/06 they took out $252.00 dollars I call them and they said yes the account closed but we took it out for payroll taxes , I said the account closed and there should be no payroll taxes taken for the account was closed and there was no payroll. They said they refund my money, and they only refund me back $200.00 dollars which I don't know why? They never did it any of the other months there was no payroll. I would like my $52.00 dollars refunded.

  

  Business Response

  Date: 04/16/2025

  Hello ******, 

  Thank you for reaching out and sharing your concerns. I truly understand how frustrating it can be to see a charge after canceling your account, and I appreciate the opportunity to clarify what happened here.
  Your Gusto account was officially closed on February 24, and we confirmed that with you at the time. Since Gusto is a subscription-based service, billing occurs for the previous months access. In this case, your final monthly invoice for February was processed in March, which is why you saw the $52 charge. This final charge covered your access to the platform and services provided during February, including system access, payroll processing tools, and filing services.
  Regarding the $200 portion of the charge, youre absolutely right to flag it. That amount was originally related to tax filing fees. Because the account was closed and your post-cancellation elections changed, we refunded that $200 in full.
  I completely understand how the timing and nature of this final invoice might have been confusing, especially since no payroll was run in February. Weve taken your feedback seriously and are reviewing how we communicate final billing details to make sure its as clear as possible going forward.
  While the $52 charge was correct based on your final billing period, I do want to thank you again for your time with Gusto and for bringing this concern to our attention. If theres anything else youd like to discuss or if you have further questions, we are here to help.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23209749
  
  I am rejecting this response because: I was told if I cancel in February, I won't not be charged for March so you need to go back and listen to the recording of me calling in about cancelation I was also told since I had no payroll in February, I would get a 15% credit back on the subscription for February which I haven't received .
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/23/2025

  Dear ******, 

  Thank you for bringing this to our attention. We have applied the 15% discount to your payroll service invoice for February. Please anticipate the refund to reflect on your account within 1-3 business days. 

  It has been our pleasure to assist and hope that the rest of your day is great!

  Sincere Regard, 

  Gusto

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23209749
  
  I am rejecting this response because: I was still charged for the Month of March and was told as long as I cancel it in February I would no longer be charged for the service , thank you for the 15% back for February but see you gave me that back so why would you charge me for March I would like my  $52.00 dollars back I cancel in time per your employee if you go back and listening to call you would hear what I was told. I feel like you scamming me and just keep taking my money like when you took at $200.00 for taxes when there was no payroll that a scam and you're taking advantage of small business out there please also refund me my $52.00 dollars! 
  
  Sincerely,
  
  ****** Bausch 

  

  Business Response

  Date: 04/24/2025

  Hi ******,

  We appreciate your response and the opportunity to provide clarity. The $52.00 invoice payment that you are referring to, was in fact for the active service in February; you $40 base fee + tax. If you log into your Gusto account and visit the "Settings" tab you can take a look at your invoices under "Plan & Billing" to confirm that there was no invoice generated for March. As previously mentioned, Gusto invoices in arrears, and the current month's service invoice is usually billed by the 5th of the following month.

  We hope that this helps to provide some insight and clear up any confusion. 

  Warm Regards,

  Gusto

• Initial Complaint

  Date:04/14/2025

  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 parole company, My risk class code was changed 7/24. I am unable to make the change in my Gusto payroll account. ******************** collected Qtr 3 2024 L&I and unable to pay Washington state due to using incorrect Risk Class code. I paid L&I insurance and Gusto reimbursed for Qtr 3, however did not change the risk class code in their system. Same thing happened for Qtr 4 2024. I have been reaching out to them through their chat bot and a phone calls. I paid Qtr 4 2024. They collected qtr 4 from me and have not reimbursed me nor have they updated the risk class code in their system. I am unable to onboard new hires, and unable to use them for payroll as they are not equipped for changes or communication. I am hoping for Gusto to complete the job. They need to reimburse me for qtr 4 2025 they collected and up date they risk class code I have provided several times since last fall.

  

  Business Response

  Date: 04/14/2025

  Hello ******,

  Thank you for reaching out and sharing your concerns. We understand how important it is to have accurate risk class information on file, especially when it impacts your ability to onboard new hires and run payroll. We're sorry for the frustration and disruption this has caused.
  To clarify, we provided instructionsalong with a screenshoton how to update your Washington state risk class code in your Gusto account on April 4th as part of case ********. We understand that navigating these updates isnt always straightforward, and we appreciate your efforts to follow up when things didnt go as expected.
  Your latest request has been escalated and is currently being reviewed by a specialist. This work is being tracked in case ********, where were focused on correcting reporting moving forward and reviewing your reimbursement for Q4 2024.
  We know repeated outreach without clear resolution can be incredibly frustrating, and we truly appreciate your patience. Please rest assured that our team is actively working to resolve this and ensure the correct risk class code is reflected in your account.
  For updates or questions, feel free to reference case ********our team will continue to follow up there as we move things forward.
  

• Initial Complaint

  Date:04/08/2025

  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.

  To Whom It May Concern,I am filing a complaint against Gusto for their poor handling of a dispute involving unauthorized transactions on my account.On March 30, 2025, I submitted a formal dispute to Gusto regarding three unauthorized transactions, as outlined in Regulation E of the *************** Transfer Act (EFTA). The disputed transactions are as follows:Disputed Transaction 1:Merchant: SP PEACHYSLIME, PEACHYBBIES.C, ** Date: February 9, 2025 Amount: $118.67 Disputed Transaction 2:Merchant: ********* Trip February 28, CA Date: March 6, 2025 Amount: $206.39 Disputed Transaction 3:Merchant: Apple Cash Balance Add Date: March 8, 2025 Amount: $230.00 Note: I had possession of my debit card throughout this period and did not authorize any of the above transactions.Although Gusto acknowledged the report and took the step of canceling my card and issuing a new one, they have otherwise failed to follow the proper dispute resolution process. I was informed that the investigation could take up to 90 days, but no provisional credit was issued within 10 business days, as is typically required under Regulation E.Worse, I have not been contacted for any follow-up information or documentation, nor have I received any substantive updates or explanation for why provisional credit was denied. Ive followed up multiple times but have received no clear responseonly a generic email indicating an expected resolution time of 90 days.This lack of communication and delay in resolution raises serious concerns about Gustos compliance with federal consumer protection laws and their internal dispute resolution process.I am seeking assistance from the BBB to ensure this matter is investigated promptly and resolved ***********: ******* ****** Account ending in: 0053 Email: ************************ Mailing Address: *********************************

  

  Business Response

  Date: 04/11/2025

  Hello *******,
  
  Thank you for bringing this matter to our attention, and we apologize for the frustration youve encountered. Weve reviewed your dispute and, after careful consideration, we must inform you that the claim was denied. The details of our decision have been outlined in case ********, which remains valid.
  
  We understand your concerns regarding the delay and lack of communication, and we apologize for the frustration this has caused. Please refer to the attached screenshot for a summary of our review and the reasons for the claim denial. We remain committed to ensuring transparency and would be happy to provide any additional information you may need.
  If you have further questions or need additional clarification, please dont hesitate to reach out. We are here to assist you.

   

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23175028
  
  I am rejecting this response because:

  The response from Gusto is inadequate and fails to demonstrate that a proper or thorough investigation was conducted into the disputed transactions.
  
  What they provided was a screenshot of an  emailnot an official investigation summary, or any form of documentation that shows how the case was reviewed. There was no evidence of merchant outreach, no indication that Turo or Apple Cash were contacted, and no verification that a corresponding transaction, rental agreement, or authorization tied to my account or identity exists.
  
  The timeline of their handling is highly questionable. I submitted additional details and clarification promptly when asked, yet the dispute was rejected within hourssometimes even the same day as my responses. This strongly suggests that no meaningful follow-up or additional investigation occurred once I replied, raising serious concerns about the integrity of their review process.
  
  I have asked, more than once, for formal documentation that should be standard in any financial dispute investigation. Examples of what I expect to receive include:
  Communication or confirmation from the merchants involved (e.g., Turo, Apple Cash)
  Investigation notes or internal fraud team assessments
  A transaction audit trail or analysis
  Any correspondence with Mastercard or other processors involved
  
  Additionally, if the transactions in question were legitimate, the merchants involved would have transaction records  that could easily confirm or disprove whether fraud or compromised information played a role. There is no indication that any of this was requested or reviewed.
  
  Without documentation or transparency, Gustos response reads more like a list of generic justifications than evidence of a legitimate investigation. I am therefore rejecting the response and continuing to request a full, documented re-review of the disputed charges.

  I also want to highlight that after raising a dispute and pointing out inconsistencies in Gustos process, my account was abruptly closed under the claim of suspected fraud. Given the timing and lack of transparency, I am deeply concerned that this action may have been retaliatory in nature. If so, it could represent a violation of consumer protections which prohibits financial institutions from taking adverse action against a consumer for exercising their rights to dispute unauthorized transactions.
  
  Sincerely,
  ******* ******
  
  
  

  

  Business Response

  Date: 04/13/2025

  Hello *******,
  Thank you for taking the time to share your concerns. We understand how important it is to feel confident that a dispute has been handled with care and transparency, and we appreciate the opportunity to explain our process.
  Our team conducted a full review of the transactions in question, including the details you submitted. As part of our resolution, we provided a screenshot summarizing our findings and the outcome of the investigation. While we recognize your request for additional documentation such as merchant communications or internal notes, were unable to share that information due to privacy and proprietary reasons.
  We want to assure you that our review was completed in line with applicable regulations and our internal procedures. After a thorough evaluation, the decision on this dispute is final, and we wont be reopening the case.
  Regarding the closure of your account, we understand your concerns and want to clarify that this decision was not made in retaliation. It was based on a broader assessment in line with our risk policies, and not solely due to the dispute activity.
  We know this may not be the outcome you were hoping for, and we genuinely regret any frustration this situation has caused. We appreciate your understanding and thank you for the time youve spent communicating with us.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23175028
  
  I am rejecting this response because: they cannot claim that the information cannot be shared while also saying they are committed to transparency. I am entitled to review the information used to come to a determination 

  I barely use this account so Id love to know what flagged my account as being a risk other than the disputes that I filed. Please indicate what I did to warrant my account being closed  I stand by this being retaliation and will escalate to the highest level  

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

• Initial Complaint

  Date:04/04/2025

  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.

  This company stole thousands of dollars from me, which they then never actually sent to the ***. Upon contacting them for support in resolving this issue, they were extremely rude, unhelpful, and eventually flat-out refused to help me resolve the issue and just gave me a lot of excuses. I still have not received my money, nor has the ***. The *** is now coming after me and threatening to levy my account, for money which I do not actually owe them, because Gusto has stolen my money and refuses to tell me where it is. The *** received $0 in tax payments for the 2023 tax year in which I used Gusto and gave them my money. I feel as though I have been completely scammed by a business which I put my trust in, in regards to a very serious matter in my life such as taxes, which effects not only my financial situation and ability to live, but also my mental health. I have been driven to the point of considering suicide because of how stressful this situation is and how everyone is refusing to offer me any help whatsoever. Deciding to use this business to run payroll is the absolute worst decision I have ever made in my life. I would not wish this kind of stress or disrespect and disregard on my worst enemy. This business has no right to take peoples money like this and then turn them away when they have questions as to where it went. I am shocked and appalled that the BBB would ever endorse a business that, in my opinion, is basically just running a con. This business in no world should be allowed to exist and operate, and take peoples money.

  

  Business Response

  Date: 04/04/2025

  Hi Kaitlyn,

  
  Were so sorry to hear how upsetting and stressful this experience has been. We take these concerns seriously, especially when they involve your taxes and your peace of mind. What youve shared is not the experience we want anyone to have, and we want to offer some clarity around what may be causing the confusion.
  

  The *** notice you received appears to be related to Form 1040, which is your personal income tax return. Gusto does not file individual tax returns like the 1040 thats something typically filed by you or your personal tax preparer. Gustos role is to handle payroll tax filings on behalf of your business and its employees.
  

  You can log in to your Gusto account at any time to view your 2023 W-2, which shows the total wages paid and all federal and state taxes withheld and submitted to the *** through payroll. This information can be helpful when reconciling what has already been reported and paid.
  

  We know how stressful tax matters can be, and we truly regret that this has caused so much distress.  Please note that while we can provide you your W2 we do not assist with personal income tax returns.  Should there be an issue with the information reported on your W2 your employer would be the best point of contact to request any corrections from Gusto.

   

• Initial Complaint

  Date:04/03/2025

  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.

  After being laid off I tried to submit medical expenses to my *** account be reimbursed. The stated that their platform was changed and they needed to reinstate my account, After several attempts to get further information they are no longer responding.

  

  Business Response

  Date: 04/04/2025

  Hello Gizelle
  
  Thank you for sharing your experience. We're truly sorry to hear about the trouble you've had accessing your *** account and submitting your claim. We understand how important this is, especially during a time of transition.
  
  Our team reached out to you today through case #******** with a way to manually submit your claim, since we know you're currently unable to access your account. If you have any further questions or need help along the way, please feel free to reply directly to that caseour team is here and ready to support you.
  We appreciate your patience and hope to make this right as quickly as possible.
  
  Warmly,
  The Gusto Team

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23156410
  
  I am rejecting this response because: I have tried multiple times to submit my medical expenses and I can no longer log into the app. I think this company is running out the clock so they can keep my funds. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/07/2025

  Hello *******,

  Thank you for sharing your experiencewere so sorry for the frustration you've had accessing your FSA account. We understand how important it is to get your claim submitted, and we truly regret the inconvenience this has caused.
  Our team has reached out to you in case #******** with a way to manually submit your claim, since we know you're currently unable to access your account. To move forward, please reply directly to that case so we can assist you with processing your claim manually.
  Were here to help every step of the way and truly appreciate your patience as we work to make this right.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23156410
  
  I am rejecting this response because: the still will not accept my medical receipts for the contributions I made this year.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/10/2025

  Hi *******,

  Thank you for sharing your additional comments. I have passed along your concerns about submitting the *** claim(s) before the deadline so that the dates may be addressed in our open case 37887640. 

  We understand how important this is and are committed to supporting you in every possible way. If you have specific examples to share, please communicate them through the case. We sincerely appreciate the opportunity to work through this together.

  The Gusto Team

• Initial Complaint

  Date:04/03/2025

  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.

  No longer have visibility to my 2024 FSA funds in the old Gusto Platform and no access to my 2025 FSA funds in the new Gusto Elevate platform. Funds will expire and monies lost. Company has stopped reponding to getting this problem resolved.

  

  Business Response

  Date: 04/04/2025

  Hello *****,

  Thank you for bringing this to our attention. Were sorry for the frustration you've experienced trying to access your FSA funds across platformswe completely understand how concerning this must be.
  

  Please know that we've escalated this issue internally, and a specialist from our team will be reaching out to you shortly to help get this resolved.

  Thank you again for your patiencewell be in touch soon.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23156400
  
  I am rejecting this response because: since March 24th, I've been receiving this same message that the issue has been corrected and or escalated but to date, nothing has been resolved.  I only had until 3/31/25 to file my 2024 FSA expenses.  I am hoping for an extension but as this has been going on for 2 weeks, I have not seen any progress and messages are now not being replied to with any corrective action or update. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/07/2025

  Hi *****,
  Thank you for following up with us through the BBB platform. We see that case #******** has been escalated within Gusto Support, and a specialist will be reaching out to you tomorrow with additional information.
  We truly appreciate your continued patience and sincerely apologize for the delay in getting this resolved. We're committed to ensuring you receive the support you need.

   

• Initial Complaint

  Date:04/02/2025

  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.

  My employer and I have both paid Gusto for my insurance enrollment for 3 months but it is still not activated. I cannot use it and ***** claimed they did not receive the money from Gusto. Gusto keep saying on their end, everything is all good and it was effected on 1/1/2025. But the truth is every doctors office responds my plan is not active, gusto never helps to resolve the problem. The specialist from gusto could not offer any useful proof of my health plan and they refused to refund my monetary loss. Its April already, I paid every ***** but I still do not have an active health insurance plan.

  

  Business Response

  Date: 04/02/2025

  Hello Tingting,

  Thank you for reaching out regarding your concern. We sincerely understand your frustration and apologize for any lack of clarity youve experienced throughout this process. As previously mentioned, employers are entirely responsible for paying their healthcare premiums to the respective carrier. Gusto makes this clear when setting up benefits for each company and if your employer is ever in need of support where this is concerned, they may contact us directly.

  We have located your open case (********) and encourage you to follow the guidance provided on April 1, 2025, so we can work together to bring this to a swift resolution. Please know that we empathize with what you are facing and are committed to working through this with you.  We will continue to assist you with your open case in the meantime.
  
  

  Sincerely,

  Gusto