Reviews

Review Details

• Review fromStacy B

  Date: 07/31/2025

  1 star
  I am so sick of having to pay to wire money for payroll when the funds were in my account. No one can tell me why this keeps happening. I get different answers and none of them make sense. I even kept screenshots of my bank account on the day I ran payroll showing the funds were there but they don't care.
  

  Gusto

  Date: 08/01/2025

  We're truly sorry for the frustration and confusion you've experienced. We understand how upsetting it can be to face wire fees when your account showed available funds.Our team has responded in Case ******** with details about what may have caused the wire transfer. We recognize that you've received different explanations, and we understand how that can be incredibly frustrating. Please know that your concerns have been reviewed carefully, and we're committed to providing clear and consistent answers.If you have additional questions or documentation you'd like us to review, we're here and ready to assist further.Thank you again for sharing your feedback.-Gusto Client Relations Team
  

  Gusto

  Date: 08/01/2025

  We're truly sorry for the frustration and confusion you've experienced. We understand how upsetting it can be to face wire fees when your account showed available funds.Our team has responded in Case ******** with details about what may have caused the wire transfer. We recognize that you've received different explanations, and we understand how that can be incredibly frustrating. Please know that your concerns have been reviewed carefully, and we're committed to providing clear and consistent answers.If you have additional questions or documentation you'd like us to review, we're here and ready to assist further.Thank you again for sharing your feedback.-Gusto Client Relations Team

• Review fromJanice N

  Date: 07/28/2025

  5 stars
  We've been thrilled with Gusto's user-friendly interface which has significantly streamlined our payroll and time management operations. The simplicity and efficiency of the software have truly transformed our administrative tasks.
  

  Gusto

  Date: 07/30/2025

  Hello ******,
  
  Thank you so much for the kind words! We're thrilled to hear that Gusto has helped simplify and streamline your payroll and time management. Its great to know the platform is making a meaningful difference in your day-to-day operations. We truly appreciate your feedback and look forward to continuing to support your team!

• Review fromAnuj S

  Date: 07/21/2025

  1 star
  Customer ********************** is horrible / incompetent.Situation End of year bonus was paid from the bank on Dec 31st, but Gusto system recorded Jan 2nd of the following year. A call to the customer ********************** resulted in them reversing the payroll, and then recording an out-of-gusto payroll, and then relevant W2 corrections. Some pain, but so far ting felt under control.Forward 6 months, we receive a notice from *** of unpaid taxes. Investigation leads to finding out the their system did not really reverse the payroll, but added it to Q1 of 2025. Now, per the *** not only do we owe taxes, but a hefty penalty. Penalty due within 10 calendar days.Customer ********************** Logged IRS notice. No response. Follow up on the phone, they assure we will get a response in 24 hours. No response. Call back, now we are told they will respond in 48 hrs. In the meanwhile I have done my research and sent them detailed notes on my own findings of the 941 issue. No response. Call back again, and this time the *** says that it takes them 30 days to respond and that the previous ***s misinformed me. I am extremely ****** because at least 2 of the three ***s have lied now. So, I ask to be connected to the supervisor. I am told ***eatedly that they can not really connect me to a supervisor, so my frustration is building up and I continue to insist. So after about 8/10 minutes, I am told that a supervisor will call me. 2 hours later I receive a call. This person seems to know something about payroll and tells me that she will escalate this matter. Advises me to call *** to ask for time to resolve. I am grated 8 weeks, which I inform this person of.A week passes and then I get an email from them telling me that I should pay the taxes!I respond again with all information disagreeing with them. Call back. Their ***s keep ***eating the same, it is a taxes department issue. We don't know anything. Taxes department will get back to you via email. It has been 5 weeks and waiting!
  

  Gusto

  Date: 07/22/2025

  Hi Anuj,Thank you for sharing this feedback, and sincere apologies for the frustration and delay you've experienced. Weve located your account and opened Case ID ******** to make sure this matter is fully reviewed. A member of our team will be reaching out shortly with an update and next steps.We recognize how important timely and accurate payroll reporting is, especially when it impacts tax filings and potential penalties. Our team is committed to resolving this as quickly as possible.Thank you again for your continued patience,Gusto Client Relations Team
  

  Gusto

  Date: 07/22/2025

  Hi Anuj,Thank you for sharing this feedback, and sincere apologies for the frustration and delay you've experienced. Weve located your account and opened Case ID ******** to make sure this matter is fully reviewed. A member of our team will be reaching out shortly with an update and next steps.We recognize how important timely and accurate payroll reporting is, especially when it impacts tax filings and potential penalties. Our team is committed to resolving this as quickly as possible.Thank you again for your continued patience,Gusto Client Relations Team

• Review fromPhilip H

  Date: 06/03/2025

  1 star
  I regret using this company. All they care is about their fees. Customer service is horrible!
  Their software development department messed up my Paid Time Off and blamed in on me, without any proof (they said, 'the proof is because we say so')
  They ignored the employee termination date twice, costing me unrecoverable funds.
  

  Gusto

  Date: 06/06/2025

  Hello *******,Thank you for sharing your experience. Im sorry to hear about the frustration youve encountered with PTO settings and employee termination processing. Thats not the level of service or clarity we aim to provide, and I understand how upsetting it must be to feel unheard and unfairly blamed.We take your concerns seriously and want to make sure theyre properly reviewed. A member of our team will be reaching out early next week to follow up and address the issues youve raised.Thank you again for bringing this to our attention.

• Review fromSarah D

  Date: 05/28/2025

  1 star
  Just popping in here to say Ive had the absolute worst experience with Gusto and I wish someone wouldve warned **** have an ****** where I am the only employee for now.They completely screwed up my payroll. I had to hire a payroll restoration team and a *** to fix everything and Im already $3* **** in cleanup costs.Ive talked to their customer ********************** over ** times in the last 6 months. Its always someone in another country who has no idea what Im talking about. Youre stuck explaining basic U.S. payroll terms while they give you copy/paste replies that their manager gave them, and escalate things that never get *********** top it off, they never filed my W-2s.I spoke to two *** agents who confirmed it. Gusto is adamant that they did and just kept gaslighting me like I was wrong. Who's lying? THE ***? or you guys? Be so for real.They also misfiled a bunch of my state payroll stuff. Literally nothing has gone smoothly since I signed ***** now I have to fix my payrolls, pay penalties, and late-file. It's June. I've been trying to get this fixed with them since December. Honestly I wish I wouldve just hired a small local payroll company (which I ended up doing, only a few dollars per payroll + management fee of $30 per month) It wouldve been less expensive and way less stressful than using Gusto.If youre a small biz owner thinking this software will save you time or money, just dont. Its not worth it.Learn from my $3000+ mistake.Also, I was recommended by others to go with Gusto. It seems like at one time they were good, I'm just speaking from my own experience. After reading other reddit threads, the past year has not been good for them. I wouldn't recommend them to my worst enemy.
  

  Gusto

  Date: 06/06/2025

  Hello *****,

  Thank you for sharing your experience. Were truly sorry for the frustration and time this situation has caused. We understand how important it is to have accurate filings and clear support, and we regret that your experience did not reflect that.

  Weve reached out through case ******** to follow up and provide direct assistance. Your feedback is important, and we're committed to addressing this properly. The specialist assigned to your case will be the best point of contact moving forward.

• Review fromJennipher A

  Date: 05/22/2025

  5 stars
  Gusto is an integral part of our business management and Employee Engagement! From day one, Gusto has assisted us promptly via phone, email and chat. We utilize Gusto for onboarding, time tracking, payroll, offboarding, promotions, benefits integration and most of all, keeping our employees engaged in performance reviews and our news. I recommend Gusto to any sized company, we are only 6 and are treated like royalty!Thank you Gusto!
  

  Gusto

  Date: 06/06/2025

  Hello *********,

  Thank you so much for the kind words. Were thrilled to hear that Gusto has become such a valuable part of how you manage your team and run your business.
  
  It means a lot to know that you feel supported and valued, no matter the size of your company. We aim to provide an experience that is responsive, reliable, and easy to use.
  
  We truly appreciate your recommendation and look forward to continuing to support you and your team.

• Review fromEric M

  Date: 05/21/2025

  1 star
  Payroll company that is entirely automated. They have foreign tech support that does not have access to your account (probably for safety concerns). All they have access to is FAQs. If you have a problem with your payroll or gov't. payments, or debits from your checking account, you are on your own trying to figure it out. Chat goes no where, e-mail get generic responses and phone tech knows absolutely nothing about payroll and payroll taxes in this country.I suspect there is a level of support with a few people who know what they are doing, maybe if you yell enough you'll make it to that level!I miss the good 'ol days when customer support was a thing. I know I'm going to have a stroke one of these days while talking with Gusto support.
  

  Gusto

  Date: 06/06/2025

  Hello ****,

  Hello ****

  Thank you for sharing your feedback. We're sorry to hear that your experience with Gusto's support has been frustrating.

  We understand how critical it is to get accurate, knowledgeable help when it comes to payroll and taxes. While our team is trained in U.S. payroll and compliance, we know it doesn't feel that way if you're not getting clear or helpful responses. Were continually working to improve the quality of our support and ensure customers feel heard and supported every step of the way.
  

  We reviewed our system and dont see any open cases tied to your account at the moment. If there are still concerns that need attention, we encourage you to reach out through your admin dashboard so our team can take a closer look.

  
  

• Review fromBrooke B

  Date: 05/20/2025

  1 star
  They did not withhold state or county taxes all of last year. Not helping to fix it, even though they claimed to have the money to reimburse me so I could get it paid.
  

  Gusto

  Date: 06/06/2025

  Hello ******,
  Thank you for reaching out! We're sorry to hear about your experience and we understand how concerning tax issues can be.
  
  To clarify, Gusto acts as the payroll provider on behalf of your employer, and all tax withholdings are based on the information provided to us through your employee profile and your employers setup. If state or local taxes were not withheld, it may be due to how your work location, tax preferences, or withholding details were entered in the system.
  
  We encourage employees to regularly review and update their tax withholding settings in Gusto. You can do this by logging into your Gusto account and visiting Profile > Tax Details, where you can confirm or update your W-4, work location, and residency information. If anything looks off, we recommend reaching out directly to your employer or HR admin so they can help initiate corrections where possible.
  While Gusto processes payroll and filings, we dont have the ability to reimburse taxes directly to employees or pay on your behalf, but were happy to help guide your employer through steps if they reach out to us for support.
  
  We truly want to make sure youre set up for success, so please dont hesitate to contact us or your employer with any questions about updating your withholdings or next steps.

• Review fromSuzy L

  Date: 05/15/2025

  1 star
  As a bookkeeper myself, I've always recommended Gusto but I will never recommend them again. I made a mistake with a payout for an international contractor, in which they were overpaid extensively. Our contractor did the correct thing and returned the overpayment. Since we were not expecting my mistake in the overpayment our account overdrew so the bank cancelled the transaction but Gusto still sent the payment either way. Gusto has recovered the funds from our account and even though we have told them numerous times that we need to amend/ cancel the transfer in their system, since the contractor has ALREADY refunded the payment they REFUSE to issue a transfer back to our account. ******************** IS WITHHOLDING A LARGE AMOUNT OF MONEY AND REFUSING TO RETURN IT. THEY ARE THEIFS.
  

  Gusto

  Date: 06/06/2025

  Hello there,

  Thank you for taking the time to share your experience. Were truly sorry for the frustration and distress this situation has caused.
  
  We understand how challenging and urgent it feels when a payment error occurs, especially involving a large amount of money and international transfers. While our system is designed to process payments quickly and securely, we also know how important it is to resolve exceptions like this with care and clarity.
  
  From what youve described, it sounds like the contractor did the right thing by returning the funds directly, but because the original transfer was already in motion through Gusto, the refund and cancellation couldn't be automatically linked or reversed through our system. We recognize how frustrating that can be, especially when youve been in contact with us multiple times about it.
  
  This isnt the experience we want for any of our customers, especially those like you whove trusted and recommended us.  We do see that additional information and clarity was provided in case 38045934 and hope that this helps. If you have additional quesitons or concerns please let us know and we'd be happy to assist.
  
  We appreciate your prior support of Gusto and hope to earn back your trust by doing everything we can to make this right.

• Review fromDave A

  Date: 05/09/2025

  1 star
  Benefits Team: these people are the worst. Stay far away from the Benefits they offer as brokers because they won't do anything for you. They have screwed me so badly leaving me with almost $30,000 in claims that I can't even get them to rewrite a policy (which they said they would) for me to file the claims with ***. The customer ********************** is THE WORST I've ever dealt with. You can't get ahold of any brokers. The people who answer from Benefits just read a script, create a "case," and then you never hear back from them again.They have caused me, my family, and my employee incredible, unforgivable stress. The lack of compassion and care is next-level disgusting. They should be absolutely ashamed of themselves.
  

  Gusto

  Date: 06/06/2025

  Hello ****,We are sorry to hear about your experience with our Benefits team. We understand how important it is to get timely, compassionate support. especially when it involves something as serious as health coverage and claims. What youve described does not reflect the level of service we expect or want to deliver.Please provide the email address associated with your Gusto account so we can investigate further and follow up directly. Once we have that, well be happy to review what happened more closely.Thank you for bringing this to our attention. We want to make sure your concerns are heard and addressed.