Reviews

Review Details

• Review fromLauren F

  Date: 02/21/2024

  1 star
  I never finished signing up for gusto and I can already tell you that their service is the worst! I was originally going to use this company for payroll for my small business so I began the initial signing up process. Before I ever entered any payment information or ran any type of payroll, I decided to switch to a local payroll office instead. Now, I cant simply delete the account. I have had multiple emails go back and forth with customer service and all of them keep repeating that my account was suspended and my company information is locked in their system. This seems completely unbelievable and extremely sketchy. How can an account that was never activated all of a sudden be suspended? And why cant my business information be deleted?? I would absolutely not trust this company with your payroll or tax needs!!!
  

  Gusto

  Date: 02/23/2024

  Hello ******,Thank you for this valuable feedback about deleting your account. We see that our support team has been in touch with you and provided accurate information on why, after you suspended your account, we are unable to delete the record. Should you have follow-up questions, the specialist you are working with will be happy to assist!

• Review fromNick H

  Date: 02/20/2024

  1 star
  Gusto is by far the worst company I've had the displeasure of working with. Enrolled myself and dependents in medical benefits in November 2023. Received a tax document from the insurance company showing medical coverage throughout the year and noticed one of my dependents was missing. I called the insurance company, who advised they never received a file/application for the missing dependent from Gusto. As such, my 2 year old son does not have active health insurance. I've sent 4 emails, placed 6 calls and had my company operations manager escalate for immediate assistance. It's been 3 weeks and no resolution. I am truly appalled at the lack of action and accountability. Do yourself a favor and take your business elsewhere.
  

  Gusto

  Date: 02/21/2024

  Hello ********, Thank you for providing feedback on your experience to us. We have looked into this matter and can confirm that your insurance is now updated to reflect yourself and all of your dependents. Please consult with your employer to confirm. Should you need anything further please do not hesitate to reach back out to our support team!

• Review fromDan M

  Date: 02/20/2024

  1 star
  Absolutely terrible service. The made a mistake filling my 2023 W-2. It was in written documentation that they were going to. Even with obvious facts against them they still put no effort to make it right.
  

  Gusto

  Date: 02/21/2024

  Hello ***,Thank you for providing your review. At this time we have no record of any accounts associated with the email provided or open cases with our support team. If you are encountering issues with your Gusto-provided W2 please reach out via support or through your employer!

• Review fromEdward D

  Date: 02/15/2024

  1 star
  Extremely long wait times for support and on top of that, useless support that reads off a script. If you want any sort of complex issue actually solve you need to wait to speak with a team that actually can help. On top of that they charge you regardless. Even if the software isnt working as advertised. I was trying to make the transition back to Gusto because they have a fully ********************* with my POS. However, I could never get the software to actually work properly and because I didnt solve the issue I was still charged for 2 months even though I never used the services at all. Overall really sketching fully automated company with outsourced support.
  

  Gusto

  Date: 02/16/2024

  Hello ******,

  Thank you for providing feedback on your experience to **.  Gusto is a subscription based service and we see that our services were used to process payroll through February 7th 2024.  Invoices are available on the 1st of each month, for the previous month of service. 

• Review fromLisa W

  Date: 02/15/2024

  1 star
  They are the worst!! This is a WARNING don't use them. Their "team members" have no experience, and love to tell you how sorry they are about their mistakes but have no idea how to fix the mistakes they make. As you can tell in their responses here "they empathize with our frustration" But they can't do anything to help you. I will give just one example of my many unfortunate experiences with gusto doing my payroll, for a company of 5 people. Someone from gusto filled out a gusto form in Feb 2023 and sent it to a state agency changing the **** of one of our employees. It was not caught until W-2 forms were sent out for review because they don't show you the real tax forms they file, but gusto's interpretation of the form. When I called them they blamed it on my employee. They said the employee filled out their form changing his **** and sent into the state. When I explained that this was not true and they knew it, I was put on hold for 4 hours by a gusto "team member". When I had to call back to make sure it was getting fixed I was sent to "team member after team member" that had no clue why I was sent to them. When I finally got with someone that sent me a step by step action to fix it myself, (which I did) only to find out the next day they reversed the step by step action they told me to do which caused my account to show that employee twice so they charged me twice. I canceled our account in December 2023 and they did no payroll in January **** but guess who got a bill for payroll at the end of Jan. ****. They refused to give me a refund and stated that the invoice was for taxes they had to file. The invoice I received just like all the other invoice's stated it was for payroll processing for Jan. **** nothing about taxes and they refused to refund. I am not confidant that they won't charge my account again even after the call and e-mails after reading that they have done so to many others. Save your self the headache's this company will cause.
  

  Gusto

  Date: 02/16/2024

  Hello ****,

  Thank you for this valuable feedback about your support experience.  Gusto relies on employer-provided account information to ensure the accuracy of our filings and payments.  Since you canceled your payroll after the invoice deadline (on Jan 10th) you were originally charged. We were able to process a refund on 2.15.2024 as a courtesy.  Please let us know if there is anything else we can assist with!

• Review fromHeather N

  Date: 02/15/2024

  1 star
  absolutely horrible - DO NOT USE!! When I started I had an account representative - about 2 months in, I emailed him and got a reply that his email address did not exist. Tried calling, asked for a call back, never got a call back. Email response time extremely slow. Now, they have my money - and are saying they cannot file in the ***************** as a third party administrator because the state does not have them on record as such. That is a lie - the state DOES have them as a TPA and has for months. My state filing is due in 15 hours and no resolution after many attempts at contacting, calling, etc. I just logged in to try and call and found that now you can't even call them - you have to request a call back. I am going to have to file and pay my state taxes myself to avoid late fees, and then chase this horrible company down to try and get my money back that they are holding, and have been for months, to pay ** on my behalf. Ridiculous, illegal, wrong. Nope. Cancelling as soon as I get my money back.
  

  Gusto

  Date: 02/16/2024

  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 have arranged for a tax specialist to contact you to hear your feedback and see what they can do to help bring your concerns to a speedier resolution. We will be in contact soon!
  

• Review fromMartijn H

  Date: 02/10/2024

  1 star
  ******************** has been a BIG problem for **. Expect extreme long wait times (1+ hour) to speak to a rep. I've made 6 calls so far and the issue keeps repeating itself. There is NO supervisor you can speak to, they are only available via email and they do not respond. I get responses from multiple reps replying with "standard answers" instead of looking actually at the issue.I started in January **** and today it's February 9 ****. 6 payroll should have ran. Every time I run Payroll ******************** state that the bank account is not valid. ********************'s dashboard confirms the bank account is ******** (through "Plaid", a bank verification system. The reps state it's fixed now (for the 4th time), and every time we get a notice on the day that the employees would get paid, that the account is locked due to a bank account number. I have plenty of emails to show which verify that **** states it's all fixed. I even see deductions of payroll taxes come off, yet they say they can't who ACH withdrawals! It's an endless miserable experience and there is no end. A vicious cycle keeper repeating itself that it's fixed, but at the day of payroll we get the notification there is an issue.My bank account is correct and the bank ******** all my info. ******************** reps ******** my bank info. All is correct but there is something in the system why this error keeps repeating. Again, their verification system makes me log in to my bank account thru ********************'s website, and "PLAID" will tell you when the bank account info is incorrect. Instead it ******** successfully.No supervisors to talk to, or any other tech support team member. Can't speak to the person I spoke before. Just have to start over and over again and again with a new rep. ******************** took a lot of my time (and I mean A LOT) to get it fixed over and over and now we are back to square one. Do yourself a favor, look for honest reviews like here on the BBB. Avoid this company at all cost.Also all BBB reviews are answered with basic replies from ********************
  

  Gusto

  Date: 02/12/2024

  Hello *******, Thank you for providing this review. We confirmed you were able to process payroll and the account is authorized. We understand and empathize with your frustration while setting this up and thank you for bringing this to our attention.

• Review fromHeidi S

  Date: 02/08/2024

  1 star
  Gusto has terrible customer service. The bigger their error the more likely they are to ignore, delay and gaslight. Onboarding with Gusto was a breeze. However, now that they made an error with an incorrect W2, they are unable to correct it. They state that the data associated with that employee was "deleted" and "non-recoverable". I am not in IT or financial services yet even I know that data back up is necessary for any business. The customer service agent was only reachable by an email thread that was discontinued after the "on-boarding department" said they could not find the data that they deleted when we placed a service request with our first payroll. RUN from this business. A payroll service which deletes data and does not have a full back up to restore data cannot be trusted.
  

  Gusto

  Date: 02/09/2024

  ****************, We confirmed our payroll department was able to connect with you on this matter and clarified the details of the situation. We understand and empathize with your frustration and thank you for bringing this to our attention.

• Review fromAmit G

  Date: 02/08/2024

  1 star
  they blocked my payrun and then This is my tale a)Sent email to several in support and success team no response from any of them all the emails are attached. b)Only call picked are in sales department who just transfer to either assurance or support. c)On support department no one picks the calls d)In assurance there is no call which can be made to them so you can email which they do not respond.NO CUSTOMER SERVICE AT ALL
  

  Gusto

  Date: 02/09/2024

  Hello ***** we understand the impact a negative experience can have, and we genuinely value your business. If there's anything specific we can do to make things right, please let us know. We are here to listen and learn from your feedback.

• Review fromKelly G

  Date: 02/08/2024

  1 star
  DO NOT USE THIS COMPANY!I was a customer for years and suddenly they decided to double the monthly service fee.WORST upon exiting the company there is a question that asks if you as the owner want them to file the yearly forms!WHY! THIS should be a GIVEN!They will leave you in a mess!YOU HAVE BEEN WARNED.
  

  Gusto

  Date: 02/09/2024

  Hello *****, We appreciate the honest feedback. To clarify as to why we ask about the yearly forms, is due to the fact some customers move to another provider or prefer to file themselves. If there's anything else you'd like to discuss or if you have additional questions, please feel free to reach out to us directly at ********************************* We're here to assist in any way we can.