Reviews

Review Details

• Review fromJames P

  Date: 04/22/2024

  1 star
  Running payroll requirements change weekly. Contacting help line does nothing and there is zero ** based support. In a 12 hour time period I talked to India, ******* and the ***********, all without resolve. Upon asking for a number to a ** Based call center or a direct help line from the company, I was told to continue to call the help line and, quote, "hope for the best". Will no longer be utilizing this company.
  

  Gusto

  Date: 04/24/2024

  Hello *****,Thank you for reaching out to us via the BBB. We apologize for your recent experience, as that is not a representation of what Gusto strives to provide for our customers. We see that our team has reached out to you in case: ********. Please continue working with them, as they will be able to best assist you should you have further questions or concerns.

• Review fromJami O

  Date: 04/19/2024

  1 star
  I am a CEO owner of a small business and we switched from a small local payroll company to Gusto in January. Thinking we were getting some automation and great customer **********************. Boy were we wrong. It has been nothing but absolute misery. The foundation, which is the app is fine, but the customer ********************** and the confusion and the misrepresentations that we have experienced have been nonstop. You cant even pick up the phone and call someone - you have to schedul an appointment with someone when theyre available and its a nightmare. Basically you feel like youre hanging in the wind, hoping Everything runs smoothly this week or next week with payroll and benefits and sometimes it just doesnt. Its just been awful and I want to change, but Im stuck now because its hard to change payroll companies in the middle of the year or quarter because of taxes and quite frankly, we just made this change. What Im finding odd is that the five star reviews you find online or actually paid advertisements for companies that seem legit but for whom Gusto has paid to be represented for a nice review from a magazine or online publisher. This is really disconcerting because they deserve a zero review for their customer ********************** and their lack of coordination between their departments and their brokers. Its just been a nightmare and I hate that nobody will listen .
  

  Gusto

  Date: 04/24/2024

  Hello ****,Thank you for bringing your concerns to our attention. We genuinely value your feedback, and we apologize for any inconvenience or dissatisfaction you may have experienced. Your insights are crucial in helping us improve our services.We do see that you are currently working with our benefits team in case: ********. Please continue corresponding with them as they will be able to best address your questions or concerns!

• Review fromCatherine E

  Date: 04/15/2024

  1 star
  I wanted this service to work, it is user-friendly until there is an issue. Gusto fails to file quarterly taxes for me regularly, the only recourse is to open tickets that don't seem to get resolved. There isn't any contact other than an email for their tax compliance department and responses are boilerplate. I am still waiting for the last two quarters to be filed and to see if I will recoup late fees. Customer ********************** is lacking, there are minimal ways to contact for help, and resolutions are seemingly non-existent.
  

  Gusto

  Date: 04/16/2024

  Hello *********,We apologize for the inconvenience and frustration you've encountered with our tax filing service. Ensuring timely and accurate filings is a priority for us, and we're sorry that we've fallen short in meeting your expectations.We take your feedback seriously and are committed to resolving the outstanding quarterly filings promptly. Our team is actively working to address this issue and prevent similar occurrences in the future. The tax specialist you are currently working with is the best point of contact moving forward for resolution. They reached out today to ask that you sign a POA so we can further review your account.Please accept our sincere apologies for any inconvenience this has caused you. If you have any further concerns or require assistance, please don't hesitate to contact us directly. We're here to help and ensure your experience with Gusto is a positive one.Thank you for bringing this matter to our attention.

• Review fromRyan N

  Date: 04/05/2024

  1 star
  In 15 years I have never had a worst business experience than I did with Gusto. My bank randomly denied a $300 gusto ach subscription payment via false security measure. Gusto blocked my account until payment was made. Ok, a little harsh but as a multi million dollar business $300 is the least of our worries. In any event we called Gusto to pay it so we could run payroll that week for our 30 employees. They said there was no releasing the restriction early and that I needed to wait 5 days until the ach payment ran again and cleared. I pleaded with them to provide me any way of paying them sooner so my account could be released and I could pay my employees. They refused. The #1 rule should never leave your customers hanging on payroll, especially over an insignificant fee. Absolutely horrible..

• Review fromsadie p

  Date: 04/05/2024

  1 star
  worthless, if I could give no stars it would be it a negative star. In two weeks I have not been able to pay employees because the software stops. You talk to support via chat and they assure you all is well, try to run it and again nothing. How do they stay in business?
  

  Gusto

  Date: 04/11/2024

  Hello *****,Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience has not met your expectations and your feedback is greatly appreciated. Upon review, we are unable to locate your recent communications with our support team. If you are able to reach out to our team at: ********************************** a specialist will be assigned to assist you with the current matter!

• Review fromAmit P

  Date: 03/05/2024

  1 star
  ABSOLUTE GARBAGE SERVICE! Scammers and stealers is what GUSTO is! We have been going back and forth with them trying to cancel our benefits which they are charging us for at a rate of $2000/month. My husband's company has shut down and we are not able to afford that. They won't let us cancel until we show them that we obtained coverage elsewhere. My husband has sent them proof of coverage through my employer, which is what they requested than they went back and said that wasn't enough and we needed to show them the entire family has obtained coverage. Anything i have been able to get from my insurance portal doesn't seem to be good enough for Gusto. They are nothing but scammers and harassing people. Such a disgusting company with no morals or values.
  

  Gusto

  Date: 03/06/2024

  Hello ***** ***** you for providing feedback on your experience to us. For clarity surrounding benefits, it is a carrier requirement that proof of coverage is submitted in order to cancel benefits, as the broker Gusto submits the proof to the carrier and they decide whether or not it is sufficient. We can see that further proof of enrollment was submitted yesterday. Our team will review it and submit it to the carrier. Should you have further questions please do not hesitate to reach back out!

• Review fromMichael C

  Date: 03/01/2024

  1 star
  Absolute worst customer service, and they bill you AFTER you cancel. Can never get in touch with a human. They mess up your quarterly payments. They are literally the worst!!!!!!
  

  Gusto

  Date: 03/04/2024

  Hello *******,
  
  Thank you for providing feedback about your recent support experience. We  see you were able to reach out support last week and are happy to further assist by having a specialist reach out again today.

• Review fromPatricia C

  Date: 03/01/2024

  1 star
  After 9 months and today after a hour on phone, still can not get paid. They tell me to have a check mailed you must close account. No way to close.
  

  Gusto

  Date: 03/04/2024

  Hello ********,

  Thank you for posting a review with the BBB.  We see that you reached out to support on 2.29.2024 and a resolution was provided on 3.1.2024 less than 24 hours after your outreach.  Should you require additional support please let us know!

• Review fromMelissa B

  Date: 02/29/2024

  1 star
  I wish I had looked here first. Onboarding has been an absolute nightmare. They told me incorrect information and had me register with multiple states. Lots of $$ out the window for nothing. Their support is horrible. They are billing the wrong account for my ******************** even though it was updated immediately. Now they keep trying to debit a closed account and are charging me $100 every time. I have spent so many hours on the phone with support that was totally a waste of time. When you call support they just flat out can't help. I asked to be transferred to the department that handles payroll and was told they "can only communicate with them via email and it takes 2-4 hours for a response." I don't know what else to do. Emails normally take days to get an answer. Phone support is useless. There isn't anybody to call or complain to or get help from.
  

  Gusto

  Date: 03/19/2024

  Hello *******,Thank you for working with us to resolve the bank errors. We see that you also filed a complaint and were put in touch with a specialist. Should you have further questions they would be the best point of contact moving forward.

• Review fromPatricia O

  Date: 02/28/2024

  1 star
  They are great at fraud and theft. I was paying for health insurance through them. When I needed it, I found out that I was not covered. When I called them on it, they were going to reactivate it after calling me a liar several times. I had the proof from ************* care showing when my coverage stopped on 8/31/2023. They kept collecting until almost the end of January at the rate of $109.45 per week. In 3 years, they dropped me 6 times. At that point, I went through Healthcare.gov and got the same policy for $256 a month. When I told Gusto to stop taking money out of my check for medical insurance I don't have, they made me prove that I had obtained insurance through another company. It didn't bother them when they were fraudulently taking my money but when I told them to stop, they had a problem with it. I wonder who's pockets got fat off of that. After arguing with them for almost a month, they said we will return $275 by February 14th. The money never showed up. I called them and the lady that was handling it ignored me, no call back or anything. I was informed that ************* Care will not return the money to Gusto and Gusto isn't going to pay anything back. Be very aware of what they do. It's all a scam. I'm not happy, it was over $2,100 that was stolen from me. I was told to eat the loss. Problem is, I can barely afford food.
  

  Gusto

  Date: 03/04/2024

  Hello *****,Thank you for contacting Gusto through the Better Business Bureau platform. We apologize that this experience has not met your expectations and your feedback is greatly appreciated. Upon review of the communication had with Gusto advocates and your employer we would have to encourage you to connect with your employer directly with any questions surrounding refunds for deductions made on your payroll for benefit coverage. The employer has been made aware of your outreach regarding this matter and they will be able to answer the questions that are still outstanding. We apologize for the inconvenience that has occurred.