Reviews
Customer Review Ratings
Average of 147 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromDarren P
Date: 02/07/2024
1 starCompletely underreported my taxed withholding to the federal government. They took more out of my checks than they reported in my w2 (by almost $3,000). Now i owe the government money because of their mistake and its been over a month of them giving me a run around and not even listening to my questions or concerns or directly addressing them. Terrible service and when i start my company i will never use them. I will also advise everyone i know that owns a business against using gustos terrible service. They also close customer service for over a week at a time.
Gusto
Date: 02/08/2024
Hello ******, thank you for taking the time to leave your feedback, we'll relay your feedback to the appropriate teams and apologize for letting you down. We have not closed our customer service and are available to help you should you have further questions. Please note that your W-4 form serves as a way for you to tell your employer how much federal income tax they want withheld from their paychecks. This is important because it ensures that individuals pay their taxes throughout the year rather than in one lump sum at tax time. Should you wish to change your W4 elections you can do so in Gusto at any time! Please let us know if we can assist you further, we are happy to help.Review fromNick K
Date: 02/05/2024
1 starOur EIN got mixed up, and they have been unable to help resolve the problem. Every time I reach out I get a new customer service person who has not seen what has happened before and they just tell me to go back to the state to double check things that are correct. I have done everything they have told me, and I am about to pull my hair out. I never get to a person who can actually help me resolve the problem.Gusto
Date: 02/06/2024
Hello ****,Thank you for providing this feedback. A tax specialist will 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 fromjimmy c
Date: 01/26/2024
1 starcan I point out what I noticed both here and trying to deal with this company myself, that you can't get much done by trying to use there customer service portals, but when pressed by using sites like this (BBB) they respond. That is a very big red flag for a business. If I could get out of using them I would (its a legal thing).Review fromMarcy o
Date: 01/25/2024
1 starWe used Gusto a little over a year. In that time, we had several (4-5) tax notices that we (or Gusto) did not pay our quarterly taxes. The sad part is that we had to hear this news from **************. One of these notices date back to a whole year after the taxes were due. To make matters worse, Gusto wants your company to pay the late fees and penalty charges.Gusto
Date: 01/29/2024
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 would like to understand your specific issues better. Could you please provide more details or contact our support team at ********************************* We are committed to addressing your concerns promptly and finding a resolution that meets your expectations.Review fromRichard M
Date: 01/20/2024
1 starI was paying my bills and the fraud team didn't like that so they froze my account and now I can't use my money even after taking to them on the phone with them telling me all is good. But here I'm still blocked using my money because gusto wallet can't be honest about things. Don't ever use them.Gusto
Date: 01/23/2024
Hello *******,We're sorry to hear that your account was temporarily frozen. On review, **************** was able to reach out and assist with your inquiry and charges. Should you need further support please reach back out to ********************************* we are happy to help.Review fromKristi P
Date: 12/15/2023
1 starMy Gusto account was illegally accessed and my account was debited $6300 fraudulently. The company has not refunded a dime!Gusto
Date: 01/23/2024
Thank you for providing this feedback about your support experience. We see that on 12.18.2023 our specialist reached out to you with their determination and findings surrounding your claim. Please reach out again if we can assist or clarify further to ********************************Review fromJoi P
Date: 11/17/2023
1 starWhen I used the service, they were fine, but it's been years. They were happily cashing my monthly payments while I didn't use the service. When I finally cancelled, they kept charging for another 2 months. I asked for a refund and they refused. Then I called my bank to dispute the charge and they apparently have a little used charge that only allows a dispute in 24 hours of charge. Awful customer service and a shame for a service that was helpful in 2020.Gusto
Date: 01/23/2024
Hi ***, Thank you for your review. At this time, we are unable to refund your invoice as you agreed to Gustos Services fees and charges with the applicable fee schedules listed at **************************************************. Gusto is a subscription-based service and as such you were charged for each month based on the cancelation date.Review fromChristina Z
Date: 11/10/2023
1 starUsed to be great, but now just talk to off shore call centers that have no actual knowledge on questions. Stopped filing one of our withholding returns without notice and the state is charging us $20k for the non filing. Especially as a small business, run as far away as possible.Gusto
Date: 01/30/2024
Hello *********, We appreciate the honest feedback, and we wanted to apologize for any inconvenience or dissatisfaction you experienced while utilizing Gusto.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.Review fromSusie M
Date: 11/10/2023
1 starI have worked with all the major payroll companies and GUSTO is, by far, the worst experience I've ever had with a payroll company! Their customer service policies are punitive and leave no room for real world events and experiences.Gusto
Date: 01/25/2024
Hello *****, We appreciate the honest feedback, and we wanted to apologize for any inconvenience or dissatisfaction you experienced while utilizing Gusto.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.Review fromPauline H
Date: 10/30/2023
1 starGusto has been the worst company I have ever worked with. There tech for basic payroll things glitches, in the middle of a two hour anti-harassment trainings, it glitched and made everyone in my company start over again -- after we had paid, and never refunded. I have called every day for one question and received at least five different answers. I cannot count on Gusto to do basic math so I have to double check everything. I beg you, please do not purchase Gusto as your payroll company. Their customer service people try, but ultimately are useful since the company they work for is terrible. They invest on looking cute rather than having a working platform.Gusto
Date: 01/25/2024
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 would like to understand your specific issues better. Could you please provide more details or contact our support team at ********************************* We are committed to addressing your concerns promptly and finding a resolution that meets your expectations.Your satisfaction is our top priority, and we appreciate your patience as we work to make things right.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.