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:02/07/2025

  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.

  Gusto is not adhering to the payment settings configured within their app, forcing all employees at ******************************* in ************** to either pay high fees for timely access to their paychecks or wait 5-7 business days for a bank transfer. Despite consistently selecting direct deposit to my bank account and opting out of the Gusto card, the platform has overridden these preferences. As a result, employees feel trapped by the payment system, facing financial strain from excessive fees or delayed payments that make it difficult to cover essential expenses.

  

  Business Response

  Date: 02/07/2025

  Hi Francismary,
  
  Wed be happy to look into the payroll settings for this business to ensure direct deposits are processing correctly. Gusto offers multiple payroll processing speeds and notifies businesses when to run payroll to ensure deposits are received on the pay date.
  To investigate this further, could you provide the email address you use to log in to Gusto and the name of the business? Were happy to help!

  We look forward to hearing back from you!

• Initial Complaint

  Date:02/06/2025

  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.

  My non profit, ************ Project engaged Gusto for payroll services for a single employee. When the employee left the organization in 1/2024, Gusto was contacted, the employee was removed and a request to cancel the service was made. Gusto continued to bill monthly. In January, I called and spoke to 4 different staff members asking that the over billing be refunded. Each of the staff members told me they didnt know how to help me with the last offering to connect me to a team who would be highly responsive. Three days later i got an email telling me that the Gusto services remain in place until a specific online process is completed. Since my original request was ignored with the removal of the single employee and the four Gusto customer support personnel i spoke with were unknowing of gusto's cancellation service process, i can only presume that Gusto has designed an approach to defraud their consumers who would have to be psychic to manage an automated system unknown to their own staff.

  

  Business Response

  Date: 02/07/2025

  Hello ***********,
  
  Thank you for reaching out and sharing your concerns. Gusto is a subscription-based service, and accounts remain active until the primary admin completes the cancellation process. Since there are tax implications involved, the account owner must complete the cancellation steps to ensure all necessary filings and questions are addressed.
  We see that the account was officially canceled on 2/6/2024. While we do not cancel accounts on behalf of customers, we understand the frustration this caused. As a courtesy, we have refunded Februarys invoice, and no further billing will occur.
  
  We appreciate your feedback and will use it to improve our support experience. If you have any further questions, please dont hesitate to reach out.

• Initial Complaint

  Date:02/06/2025

  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 enrolled in an HSA with Gusto after they started changing *** providers in December. Gusto completely dropped the ball and opened two HSAs for me. After over 45 minutes on the phone with Gusto, I was told I have to print and mail a form to transfer the funds into the ***. I never should have had 2 **** opened, and I shouldn't have to print and mail a form in 2025. Gusto is actively holding my money hostage, and wasting my time filling out a form.

  

  Business Response

  Date: 02/07/2025

  Hello ****,

  
  We appreciate you reaching out and understand your frustration. As part of Gustos transition to a new HSA provider, *********** holds all pre-migration deposits from before 1/16-2/4. Once your account converts to an individual account, ****** typically sends details about managing your funds via mail.
  

  Since you havent received that information yet, we recommend reaching out to their support team for further details. You can also find the necessary transfer form and mailing address in this support article:
  

  ********************************************************************************************************************************************************
  

  We understand that mailing a form may not be ideal, and we truly appreciate your patience as we work through this transition. If you have any additional questions or need further assistance, please dont hesitate to reach out in your support case ********were happy to help.
  
  -Gusto

• Initial Complaint

  Date:02/06/2025

  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.

  Incompetent team ! I have three companies with different EIN numbers. I called them to reset access to one of the three company accts and told them not to touch the other ones upfront. They worked on the wrong company then I was not able to access the other company for payroll. I was on the phone with the rep ***** for 3 hours for a simple email reset issue supposedly! More than half of the time I was on hold. Poor customer ********************** and definitely dont know what they are doing !!

  

  Business Response

  Date: 02/06/2025

  Dear *********,

  Thank you for reaching out to us. We deeply regret the frustration and inconvenience caused by the service you received. It's clear that we did not meet your expectations, and for that, we sincerely apologize. This is not the level of service we aim to provide, and we are committed to making things right!

  In addition to resolving the access issues you've faced, we will ensure that we take this feedback back to our internal teams in effort to improve our processes moving forward. Please let us know the best way to reach you so we can promptly address the situation and ensure a smoother experience going forward.

  Thank you for your understanding, and we look forward to resolving this for you as soon as possible.  

• Initial Complaint

  Date:02/06/2025

  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 writing to make a formal complaint and to quickly resolve what appears to be an error of processing health benefits applications to insurance companies. On December our company applied for ****. We submitted and due to the holidays and our new changes to become w2 status from a 1099 company the process was delayed. However after several weeks we did not receive any approval or disapproval. A month later we have had no coverage and an employee has decided to possibly leave our business due to poor communication on the process and gatekeeping access to know directly what the issues are needed to fix our application. I was never given the ability to contact **** directly but did so after 6 weeks have gone by with the same response and lack of urgency on am important matter such as health coverage. Upon calling **** directly no application was on file. Only ones from previous jobs and employers. Not even the application done several weeks ago was not on file at ****. This entire time we have been told multiple times it was being processed by **** but did not exist in their database. I believe we are either getting direct misinformation of our broker ******* *********** or this is being handled with gross negligence. I am writing for this to be escalated and taken with the highest form of urgency as we have begun to file for legal reports for fraud and scamming.

  

  Business Response

  Date: 02/06/2025

  Dear *******,

  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience, confusion, and frustration you have experienced as a result of the delay and lack of communication surrounding your companys health benefits application. I understand how important it is to ensure your employees have access to health coverage, and I deeply regret that we did not meet your expectations in terms of both service and communication during this process.

  To immediately address the issue, we have escalated this through your active case where your Broker reached out just today. Please know that resolving this matter is our top priority, and we appreciate the opportunity to bring it to a satisfactory conclusion for you. We are happy to address any ongoing concerns as quickly as possible, so please contact us through your case, should any arise.

  Please know that resolving this matter is our top priority, and we appreciate the opportunity to bring it to a satisfactory conclusion for you.

• Initial Complaint

  Date:02/03/2025

  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.

  I signed up with gusto in June of 2024, they're now raising my prices after less than a year and they're refusing to exempt me from this raise. I am a new customer and I agreed to a price, now they're raising it. This is a bait and switch company.

  

  Business Response

  Date: 02/03/2025

  Dear *******

  At Gusto, we are committed to providing you with the best possible service and support. The recent adjustments in our pricing are aimed at enhancing our offerings. However, we understand that this may not align with your current needs or expectations.

  While the rate adjustment is part of our broader efforts to enhance our offerings, we want to ensure that you feel supported during this transition and that you continue to receive the value you expect from Gusto. For this reason, the cost of your service has been discounted to help ease the transition into our new pricing structure over the next 6 months. 

  Thank you for your understanding and for being a valued part of the Gusto community! We appreciate your partnership and look forward to continuing to serve you. If you are in need of any additional support, please feel free to contact us at ************************************************************

• Initial Complaint

  Date:02/02/2025

  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.

  Gusto was hired by my employer ronprocess payroll. They failed to withhold my state and federal imcome taxes, and they shorted my direct deposit. My net pay said more than my deposit was.

  

  Business Response

  Date: 02/03/2025

  Hello *****,
  
  Thanks for reaching out. We took a look at your account, and we dont see any outreach to our support team regarding this issue. Based on our review, your gross pay amount was below the threshold for automatic tax withholding. Tax withholding is impacted by factors like your pay schedule, total earnings, and other tax obligations. If you'd like additional taxes withheld, you may need to update your W-4 to indicate extra withholding.
  
  Withholding is the amount of income tax withheld from your paycheck. The amount withheld depends on:
  
  The amount you earn: Various factors determine earnings, and you can find more details in this article :*****************************************************************************************************
  
  The information on your Form W-4: This determines how much tax is withheld from your paycheck. If youre a minister or clergy member, you can check [this article] for potential tax exemptions.
  
  Weve also attached your pay stub for reference, and we can confirm that your net pay matches the deposit you received. If you have questions about adjusting your tax settings, were happy to help!
  
  Important Reminder:
  For personal tax advice, we recommend consulting a CPA or licensed tax advisorwe can't advise on your personal W-4 elections. If needed, additional resources can be found in the "Update your federal or state tax withholdings" dropdown in your Gusto account.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22889394
  
  I am rejecting this response because: per my bank / deposit received i was not paid fhe total net pay listed on my paystub. Im less concerned ablut the taxes. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 02/07/2025

  Hi *****,
  Thanks for reaching back out. We are happy to clarify.  Based on your last pay stub (attached for reference), your gross wages (before any taxes) were $120.00. While federal income tax was not withheld, Social Security and ******** taxes were deducted, bringing your net pay to $109.90.
  If you have any questions about your rate of pay, we recommend reaching out to your employer directly, as Gusto processes payroll based on the information they provide. 
  Thank you again for reaching out!

• Initial Complaint

  Date:02/02/2025

  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.

  I can download the *** but I have a fixed about of garnishment by court to be removed. My employer also has my account to where it shows fixed. On my last pay check that we stop using gusto. Gusto sent almost my whole check towards my garnishment and left me with $36. I became extremely behind in bills do to this and messaged them regarding this but was not helped at all.

  

  Business Response

  Date: 02/03/2025

  
  Hey ****,
  Thanks for reaching out to us through the BBB forum! Were happy to take a look and help provide clarity on next steps to get this resolved. To review your account, could you share the email you use to log into Gusto and the name of the company you worked for? Once we have that info, well be able to dig in and assist.
  Looking forward to helping out!

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  The email used is *************************** company is mimit health care. 
  
  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:01/23/2025

  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.

  This payroll company is intentionally withholding funds that would otherwise be available with the sole purpose of attempting to force employees to sign up for their own prepaid debit card. This should not be allowed and is forcing people to wait 2 more days to get paid if you dont chose to use their branded debit card.

  

  Business Response

  Date: 01/24/2025

  Hello *******,

  Thank you for taking the time to share your concerns. We understand how important it is to receive your pay promptly, and wed like to clarify how Gusto processes payroll and our options for employee payments.

  Gustos standard direct deposit timeline typically takes 2-4 business days, depending on the employer's chosen payroll schedule and bank processing times. This is standard across payroll providers to ensure secure and accurate transfers. For employees who need faster access to their pay, we do offer a free feature called Gusto Wallet, which includes an optional prepaid debit card. With Gusto Wallet, employees can access their pay on the same day payroll is processed, giving them greater flexibility and convenience.
  Its important to note that enrolling in Gusto Wallet or using the prepaid debit card is entirely optional. Employees who prefer not to use this option can continue to receive their pay through traditional direct deposit within the standard processing timeframe.
  

  We sincerely apologize if there was any confusion or frustration caused by our communication about this feature. Our goal is to provide flexible solutions for employees, not to impose any restrictions or create inconvenience. If theres anything specific youd like us to address or clarify further, wed be happy to assist.
  
  Please feel free to reach out to us directly so we can ensure your concerns are resolved.
  
  Sincerely,
  The Gusto Team

• Initial Complaint

  Date:01/23/2025

  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.

  I am filing this complaint against Gusto due to significant errors and service failures that have disrupted my business and impacted my employees.1. Bank Account Mismanagement:After our company account was hacked and closed, I updated the new bank account information in Gusto on December 21, 2024, using the ************* Verification" feature. Despite this update, Gusto continued attempting to debit the old, closed account, resulting in payroll failures and financial disruptions.2. Payroll Delays and Threats of Suspension:Due to Gusto's errors, my employees payroll has been delayed multiple times, jeopardizing their financial well-being. Gusto has also imposed a $100 fee and issued threats to suspend payroll services, even though these issues stem from their own negligence.3. Unjustified Service Downgrade:After temporarily resolving the account issue, ******************** downgraded my payroll processing to a 4-day timeline, despite my subscription to next-day payroll. Requests to reinstate this service have been denied, further impacting my operations.4. Lack of Communication and Accountability:Despite numerous attempts to resolve this matter with Gustos representatives, the responses have been inadequate. Assurances were made that the updated account was recognized, yet communications and debits continue to reference the closed account. ******************** has failed to acknowledge their role in these issues or provide meaningful solutions.Requested Resolutions:Immediate reinstatement of next-day payroll processing.Waiver of all fees caused by Gustos errors.Written acknowledgment of the mistakes made and assurances to prevent ***************** contact from a supervisor to provide a clear resolution plan.Gustos negligence has severely disrupted my business and harmed my employees.If these issues are not resolved promptly, I will be forced to terminate my relationship with Gusto and seek legal recourse or public redress to prevent other businesses from similar hardships.

  

  Business Response

  Date: 01/23/2025

  Dear Nonso,

  Thank you for reaching out and bringing these concerns to our attention.

  We have identified the consistent banking error encountered since December 31st, 2024 that you are describing. We sincerely apologize for the inconvenience and frustration that this situation has caused you and your employees. We understand the critical importance of payroll services to your business, and we appreciate the opportunity to look into the errors that have disrupted your operations. We regret that the account closure/updated account information has not processed correctly in our system. Systematically, there may be reprocessing fees and extended processing times applied in order to negate and overcome the issue of unsuccessfully debiting of funds from the financial institution connected in your Gusto Account. We are committed to looking into these to ensure that they are handled with fairness. 

  We have located open case 36912860 and it has been escalated to a senior representative. We would like to encourage that we work through the details via this case, as they are still being investigated and you can expect direct contact within 48 business hours to discuss a clear resolution plan. We are committed to resolving this matter promptly to ensure that your account is fully updated and functioning correctly. 

  We value your business and are dedicated to restoring your trust in our services. Please feel free to reach out directly through your open case with any further questions or concerns.
  Again, we apologize for the impact this has had on your business, and we are here to work through it with you.

  Sincerely,

  Gusto