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: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

• Initial Complaint

  Date:04/01/2025

  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.

  We have used Gusto for payroll service through the beginning of 2024. Once we cancelled in the beginning of 2024, Gusto continued to try to process payroll through a closed bank account. Now ******************** will not give us access to our 2023 payroll reports even though we continue to pay $220 per month for the service of being able to access these reports. They are saying we need to run the final 2024 payroll, but that payroll was run through another payroll service with a different checking account. We just want our 2023 records that were filed and that we paid for, but gusto will not unlock our account so that we can access, nor will they send them to us.

  

  Business Response

  Date: 04/02/2025

  Hello *********
  

  Thank you for reaching out. We want to clarify that your 2023 payroll reports are not being withheldthey remain available in your Gusto account. However, access is temporarily locked due to outstanding balances that need to be resolved. Per Gustos terms and conditions, we may lock an account if there are unpaid balances. We understand this may be frustrating, and we sincerely apologize for any inconvenience this has caused.
  
  Regarding the Non-Gusto payroll, our records indicate that taxes associated with it were paid by Gusto to the agencies but when we attempted to debit your business we received an"insufficent funds" bank error  Non-Gusto payrolls refer to payrolls processed outside of Gusto that may need to be entered for tax reporting, payment, or corrections after a payroll reversal.
  Unfortunately, until all outstanding balances are cleared, were unable to provide the requested W-2s. This information was previously communicated in case ********. If you need assistance with resolving the balance please reach out to our team who can send you wire instructions to resolve the balance as well as unblock the account.

  Thank you!

   

• Initial Complaint

  Date:03/31/2025

  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.

  My employer uses Gusto to manage benefits, and I signed up for full medical/dental/vision benefits through Gusto. Gusto manages this with the insurance companies. I noticed that one of the insurance companies didn't have 2 of my dependents listed as insured, even though Gusto was clearly showing I had them covered, and money was being regularly withdrawn from my paycheck. The insurer let me know I had to talk to my HR representative, which in this case is Gusto. It has been more than three weeks since I've lodged my support ticket, with numerous check-ins. I have been given no information as to when to expect this to be fixed, with the only hope given by the insurer that once it is fixed by Gusto, any out of pocket I incur will be refunded by the insurer. Not good enough! The insurer has indicated it just requires a phone call from Gusto. It shouldn't be this hard!

  

  Business Response

  Date: 04/01/2025

  Hello *****,

  Thank you for bringing this to our attention. We sincerely regret that this delay has impacted you and your dependents to this extent. We have located your open case (********) and escalated the ticket accordingly. It is our commitment to bring this to resolution for you, as swiftly as possible. Please allow us to work with you through your open case and address your remaining concerns; you can expect to hear back from us within ***** hours.

  Warm Regards,

  Gusto

• Initial Complaint

  Date:03/26/2025

  Type:Delivery 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.

  Back in February someone made an unauthorized purchase in my Gusto account. I reported this and as of this date I have not been reimbursed. After several attempts I still have not received a cent. It's been a month

  

  Business Response

  Date: 03/27/2025

  Hi ***,

  Thank you for reaching out with this concern. I was able to locate the dispute investigation submitted last month on the 21st. We sincerely apologize for the inconvenience this has caused you.

  I understand how important this matter is to you, and I want to assure you that we are actively working on it. As a reminder, the investigation process may take up to 90 days to complete. We strive to be transparent, and on February 25th, we communicated that this timeline is necessary to ensure a thorough review.

  Heres what you can expect moving forward:
  

  -Dispute investigations are processed in 5 business days and you will receive a separate status email the next day.
  -If we require additional time to complete the investigation, you may be granted provisional credits in the amount you are disputing in 5 business days (not calendar days) depending on the status of the investigation. We are unable to expedite the 5 business day timeline. 

  -Please also note: if provisional credits are approved for your dispute, you can expect to receive the provisional credits on the 5th business day between 5pm PST to 7pm PST. 

  We appreciate your understanding and patience during this process. If you have any further questions or concerns, please feel free to reach out through your case (37360796).

• Initial Complaint

  Date:03/26/2025

  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.

  Gusto functioned as the payroll service provider for my employer, *************. As a small company (~25 people) based in ****** that hired remote employees in *******, Equinox used Gusto to handle payroll and benefits for its American ************ 2024, ******* had severe financial issues, at one point delaying payment from July to mid-September. During this period, Equinox's payroll payments to Gusto ceased, which led to the Gusto provided insurance (UHC medical, dental, etc.) to term at the end of June. Despite the health insurance being canceled (of which we were not informed), Gusto continued to deduct $1174.57 per paycheck for this expense. In October of 2024, the American employees were laid off by *******, with ******* declaring bankruptcy in early 2025 and shutting its doors.I have contacted Gusto's customer support in order to seek remedy, but they insist only the employer (who I explain no longer exists) can sort this out. This seems like a means of avoiding responsibility in correcting an obvious error.

  

  Business Response

  Date: 03/27/2025

  Hi *****,

  Thank you for reaching out with your concerns. We understand that this is a challenging situation, and we appreciate your request for answers. Gusto reviewed the details around this occurrence and has provided you with the best possible next steps. The necessary corrections were processed on Gusto's end in November of 2024 and it will be necessary to connect with your former employer for additional options for reconciling the overpaid funds.

  You have our most sincere regards.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23120161
  
  I am rejecting this response on the following grounds: Gusto, as the entity in possession of and responsible for distributing payroll funds, is aware of and has acknowledged the overpayments made to terminated insurance policies, which have directly resulted in wages being wrongfully withheld. The funds were entrusted to Gusto by my previous employer for proper distribution, a duty Gusto has failed to uphold. Their stated stance implies that, in the event my previous employer were incapacitated, Gusto would have no obligation to return the funds, which is both inaccurate and legally untenable. Gustos attempt to avoid responsibility for rectifying this situation is unacceptable. The only acceptable resolution is for Gusto to return the funds that were wrongfully deducted, as they are clearly aware of the overpayments made.
  
  Sincerely,
  
  ***** Tous

  

  Business Response

  Date: 04/01/2025

  Hello *****,

  We appreciate you taking the time to share your perspective. We understand that this is a frustrating situation, and we want to provide as much clarity as possible.

  Gusto processes payroll and benefits deductions based on the instructions provided by an employer. In this case, the necessary corrections were processed on our end in November 2024. However, because these funds were originally withheld and remitted in alignment with your employers payroll setup, any further reconciliation of overpaid funds must be addressed directly with them.

  
  We recognize that this may not be the resolution you were hoping for, but Gusto does not have the authority to return these funds without direction from your former employer. If they are unable to assist, we recommend consulting with them regarding next steps.

   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23120161
  
  I am rejecting this response because: your were instructed by my employer, who had my consent, to deduct the insurance fees from MY paycheck to pay for health insurance. Since the money came from MY paycheck, it is MY money at that point. My previous employer is not relevant since it is not their money. Since you did not spend those funds on health insurance, which was what I consented to, you are to return the unpaid funds to the rightful owner - me.
  
  ***** Tous