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:03/26/2025

  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 have Payroll services through Gusto. They have failed to pay my withholding taxes on time and not at all. I received a notice from the ********************* showing charges for late penalty fees as well as not getting a months' worth of payments. I ended up owing $630.05. I paid that in full with the *********************. However, Gusto withholds that money from my account every week as they are supposed to be doing the filings. In my eyes gusto owes me that $630.05 as it was already taken out of my account and it's not my fault that gusto didn't pay my taxes on time which in return caused the penalty fees. I uploaded the notice as stated from them to do. They closed out the ticket as completed but I never got an update nor a refund. Instead, they send me an update about another business that I have no association with. I called gusto support line just to be told that there's no way to talk to their tax resolution team over the phone. that i have to email them. However, they haven't bothered emailing me back. The customer ********************** *** refused to let me speak to the supervisor. I need a refund and I need to get this issue resolved because it hasnt been resolved just because they closed out a case.

  

  Business Response

  Date: 03/28/2025

  Dear ******,
  We understand the frustration of waiting for a resolution, and I truly appreciate your patience while we worked through this matter.
  
  What ******************start="240" data-end="243"> After reviewing your account and speaking directly with the ****************************** (KY DOR), heres what we found:
  The notice stated that Your ***************************; had an amount due for the months of August 2023, December 2023, and June 2024.
  ** DOR confirmed that your tax filing schedule has changed over time:
  2023: Annual
  2024: Quarterly
  2025: Monthly
  On February 21, 2023, the withholding tax deposit schedule was manually set to Quarterly in Gusto.
  On May 31, 2023, Gusto automatically updated it to Annually and later adjusted it to Quarterly again on August 9, 2024.
  As of January 1, 2025, your company is now set to the correct Monthly filing schedule in Gusto.
  The agency indicated that some payments may not have been properly applied, which led to the amount due on the notice. They have requested proof of payment to reconcile the account.
  
  Next Steps:
  Gusto has submitted a payment letter to KY DOR as confirmation of successful tax payments for 2023 and 2024.
  A copy of this letter is attached to this response. It is password-protected, and you will need to enter the last six digits of your companys FEIN to access it.
  Once the agency processes this request (which may take 4-6 weeks), your account should reflect the correct tax liabilities and be updated accordingly.
  Moving forward, as long as your account remains active and in good standing, Gusto will continue to submit payments and filings on your behalf.
  Important ******************start="1816" data-end="1819"> ************** send tax deposit schedule updates to the companys mailing address on file, and it is the employers responsibility to update this information in Gusto. For future reference, heres a *********** article on how to make these updates: [Update Deposit Schedule].
  For additional details, you can also contact the ****************************** directly at ************** (available 8 AM - 5 PM CST).
  We hope this clarifies the situation and the steps we are taking to resolve it. Please let us know by emailing us at ********************************** if you have any questions.
  

• Initial Complaint

  Date:03/21/2025

  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.

  This company has completely messed up my state tax account. Theyve been sending money to the ***** even after someone at their company made my account inactive back in October of 2024 without my consent. I have been trying to get this issue resolved with the ***** but Gusto refuses to help me. I keep asking for important information to provide the *** and also to have a call from someone at Gusto to clean the mess they created, but am still waiting. At this point, I dont even want to use their services anymore! I pay good money for them to do things correctly, yet theyve created a HUGE mess.

  

  Business Response

  Date: 03/21/2025

  Hello ******,

  Thank you for bringing this to our attention. We understand how frustrating this experience must have been, and we sincerely apologize for the confusion and impact it has caused.
  We want to assure you that your concerns are actively being addressed in case ********, and we do see that a call was completed with a specialist this morning. We appreciate you taking the time to speak with us.
  Please continue working directly with the specialist assigned to your casethey are best positioned to help resolve this issue and ensure the necessary information is provided for the *************************************
  We're committed to getting this resolved for you as quickly as possible, and we appreciate your continued patience as we work through it.

  -Gusto

• Initial Complaint

  Date:03/20/2025

  Type:Product 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.

  Unfair Billing After Cancellation Refusing Full Refund I used Gusto as a payroll provider for two businesses. Their service was solid (B+), and I was satisfied with it. However, we had to switch providers because our CPA required us to use their own payroll softwarenot because we were unhappy with Gusto.We gave Gusto three months' notice before canceling and worked closely with their team to ensure our account would be closed properly and that no further charges would be incurred after our last payroll. Despite these efforts, Gusto continued to bill us for two additional months after our last payroll. After 30 days of back-and-forth communication, they refunded one of the months but have refused to refund the other, even though we provided detailed records proving that their customer representatives assured us we would not be billed beyond our final payroll.This issue began in January 2025, and despite our persistence, Gusto has refused to acknowledge their mistake. I originally had no problem with their service, but the way they mishandled this cancellation has completely changed my opinion of the company. Their lack of accountability and poor customer ********************** has been beyond frustrating.I expect Gusto to take responsibility and issue a full refund for the unauthorized charges. I would strongly caution others about using their service, especially when it comes to billing and cancellations.

  

  Business Response

  Date: 03/28/2025

  Hello ****,

  Thank you for bringing this concern to our attention, ****. We appreciate the opportunity to address your experience and provide clarity on the billing associated with your account.
  We understand you had a positive experience using Gustos services overall and made a proactive effort to ensure your account was properly closed. After reviewing your account history, heres what we can confirm:
  Your Gusto account was officially canceled as of January 3, 2025, with the selections to opt out of both quarterly and annual tax filings. However, a payroll was processed on January 2, 2025, with a check date of January 3, 2025. Based on our billing structure, payroll activity in any given month results in an invoice generated the following month. As such, the January 2025 invoice reflected your final payroll activity in the system.
  We recognize that you coordinated with our team in advance to avoid any post-cancellation charges, and we sincerely regret any confusion or inconsistent communication that may have occurred. We also understand that a refund was issued for one of the billed months, and the remaining charge was tied to that final payroll activity in January.
  If you have records or documentation showing our team confirmed that no charges would be incurred after your final payroll, were happy to review them. We want to make sure everything was handled appropriately and transparently.
  For any additional clarification, we encourage you to continue working directly with the representative currently assigned to your case. Theyre best positioned to ensure all the details are fully reviewed and to provide next steps if further resolution is needed.
  At Gusto, were committed to delivering clear communication and dependable service at every stage of your journey including account closure. Your feedback is valuable, and were using it to continue improving how we support customers during transitions like this.
  Sincerely,
  Gusto

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23091594
  
  I am rejecting this response because:

  I already supplied all the documentation to the account representative and despite a complete contradiction to what we were told prior to cancelling he continued to refuse a refund. However, in response to several negative public comments on LinkedIn, X, ******** Instagram and ******** a customer support person opened a new case for me. She reviewed the material and was clear that a refund was deserved. I appreciate that the situation was made right but Im disappointed it took me to the lengths a public negative remarks to get the right thing done. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/31/2025

  Hi ****,
  Thank you for sharing your experience with us. I understand your frustration with how this situation unfolded and appreciate you taking the time to provide your perspective. While Im glad we were ultimately able to resolve this for you, I regret that it took public comments to reach that point. Thats not the experience we want for our customers, and your feedback is valuable in helping us improve.
  If theres anything further we can do to address your concerns, please let us know. We appreciate your time and hope to serve you better in the future.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  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:03/17/2025

  Type:Billing 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.

  Gusto denied my companys account application under Section 22 of their ****************** but refused to specify why. My company has never used their services, run payroll, or violated any terms.I contacted Gustos support team, but they refused to provide any reason for the denial, making it impossible to correct any issue or dispute their decision. This lack of transparency is unfair and raises concerns about arbitrary business practices.I request that Gusto:Provide a clear reason for my account denial.Ensure fairness and transparency in their approval process.If Gusto refuses to disclose a reason, I ask the BBB to investigate whether this constitutes an unfair business practice.Desired Resolution:Gusto cites the exact policy violation that led to my denial.The BBB reviews Gustos handling of account approvals.

  

  Business Response

  Date: 03/17/2025

  Dear *****,

  Thank you for reaching out to us with your concern. We understand the uncertainty this situation may have caused and appreciate the opportunity to provide clarity. At Gusto, security and safety are our top priorities. With that in mind, some of the reasoning behind why we have decided not to move forward with this company include challenges in verifying its legitimacy, as many the provided web links and phone numbers found to be non-functional.

  We do see that you have an open case (37658308) formally posing the same question. Please allow for any additional context and questions to be addressed within the open case. 

  Sincere Regards,

  Gusto

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23078081
  
  I am rejecting this response because: This business' response is confusing. I have been denied any information as to why my business was rejected. The information I have given them as it relates to my company is all verifiable and legitimate. When I called to ask why my company was suspended (one day after signing up, and before I had even used the services), I was told "we can't say and hung up on." We are a legitimate small business, in a non-controversial field of practice, looking for a simplistic payroll solution for a small group of employees. We represent the vast majority of American companies, in both our needs and composition. I do believe the way we were treated here is unacceptable. 

  UPDATE: I received an email today stating that my company was "unsuspended" without any additional information. To say I am confused is an understatement. 

  
  Sincerely,
  
  ***** *****, JD

  

  Business Response

  Date: 03/20/2025

  Hello *****,

  We understand how this update could cause confusion.

  Each company that is allowed to run payroll on Gusto is subject to multiple layers of review that help protect our customers business and maintain the integrity and security of our platform. The first onboarding review preformed initially suspected your account was not a good candidate for our platform. However, we submitted a request for a secondary review to assist with the advancement of your application, if possible.

  We sincerely apologize for any lack of clarity in the process of reopening your account. We appreciate you bringing your concerns to our attention and look forward to working with you.

  Warm Regards,

  Gusto

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me on the assumption that my account has been re-instated, that there is basic communication from Gusto in the future should any issues occur. I appreciate Gusto's timely attempt at resolving this issue, and will attempt to use the platform. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/12/2025

  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.

  March 10, 2025 I reached out to Gusto's customer ********************** representative to find out why my salary's expected date was changed to March 25th from 16th. I asked for their typical timeframe for clearing since the *** mentioned that they would process the clearing first before it goes to our banks. But they refused to provide any information on the timeframe of their clearing process. I am waiting for my $225 payment that until now, I still haven't received. They also cannot provide precise information as to why the estimated date of arrival has been changed.

  

  Business Response

  Date: 03/13/2025

  Hi Princess ****,
  
  Thank you for reaching out, and we are sorry to hear about the frustration and confusion regarding your pay date.
  
  We understand you were initially expecting your payment on March 12, but saw an estimated date of March 25 in your Gusto account. We also see that you provided a screenshot from your employer indicating an earlier date, and that caused understandable concern.
  
  To clarify, once your employer processes payroll, Gusto initiates the payment based on the schedule and funding method theyve selected. The estimated delivery date you see (March 25) accounts for a standard 510 business day bank processing window. That estimate is intended to reflect the latest possible date funds could arrive, not necessarily when they will. In many cases, the deposit arrives soonerespecially if processed early during a business week.
  
  Were not able to confirm the exact date your employer submitted the payroll due to privacy policies around employer accounts. However, the payment is already in flight, and we recommend keeping an eye on your bank account between now and the 25th. If you dont receive the funds by then, please reach out so we can assist with tracking.
  
  We understand how important timely payments are and were here to support you as best we can. For further details on when your pay was processed or if youd like to request an expedited deposit, your employer will be your best point of contact.
  
  Thank you again for your patience and understanding.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23058905
  
  I am rejecting this response because: I was asking for the timeframe of how long your clearing process typically takes. The **** *******, that assisted me clearly mentioned that you would clear it first on your end before it goes to the banks, see screenshot for reference. And when I asked for YOUR timeframe how long it takes for you to clear a deposit, you would change the subject to the privacy of the employer. I am not asking for when my employer made the deposit, I am asking for YOUR clearing process timeframe. GUSTOs CLEARING PROCESS TIMEFRAME. Timeframe of your clearing process should be transparent to your customers since this is a financial matter. 
  
  Sincerely,
  
  Princess Jane 

  

  Business Response

  Date: 03/13/2025

  Hi Princess ****,
  
  We are happy to provide more clarity. Gusto has shared the payment timeline based on our system records. Your payment is currently in-flight, and you can expect to receive it between March 11 and March 25.
  
  As an employee, were limited in the details we can provide about the specific processing timeline or when the payment was initiated. If you have any further questions, we recommend reaching out directly to your employer.

  Thank you!

   

• Initial Complaint

  Date:03/12/2025

  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 was covered under an ***************** Blue Shield cobra plan and terminated that coverage 7/1/2024 as I purchased a new health plan with better coverage. My prior employer **************** Research and ***************** contracts with Gusto for HR services. Gusto contracts with Basic to support ********************* I notified Basic of the cancellation and receive a cancellation letter showing the effective date of cancellation was 6.30.24. My new ******************* Blue Shield plan began covering the costs of my medical needs but then began retracting the claims that had been paid to all of my providers, stating that I had coverage under the Anthem Plan. I have spent at least 30 hours over the past 8 months trying to get this resolved, have been told multiple times that it's taken care of, only to hear from my medical providers that they are being financially penalized because i have other coverage. After a 3-hour phone call on 2.20.25 between my. new insurance plan, BASIC, Gusto and Anthem BCBS, it was discovered that my old employer continued paying the health insurance premiums without my consent or knowledge, and that the plan is still showing active. Since then, I have tried to get it cancelled back to 6.30.24 to no avail. Each company (*********************, Gusto, Basic) claim that they have done all they can and they are waiting for someone else to do something. *********** continues to say my coverage is active and they haven't received notice of anything otherwise. This is impacting my ability to utilize my current health insurance, as they are denying all of my claims for 2024 and 2025 due to "dual coverage." My medical providers are having thousands of dollars in wages garnished and the new plan is withholding future claims from their other clients because they show the providers *** them money. I am not sure why I can't get a plan that I didn't consent to cancelled, but after 8 months I need help resolving it.

  

  Business Response

  Date: 03/13/2025

  Hi *****,

  Thank you for bringing this matter to our attention. We recognize the significance of this matter and the urgency involved in resolving it.

  To expedite the process, we have created a case for you (Case #********) to ensure that we address your concerns as swiftly as possible. You can expect to hear from us within 24 hours with important updates and to discuss the details personally. We apologize for the inconvenience that this has caused,  appreciate the chance to rectify this situation and are dedicated to following through on this matter until it is resolved for you.

  Sincere Rgeards,

  Gusto

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23058146
  
  I am rejecting this response because:

  The response states the same thing that I have been told over the last several months. They continue to say that they are assigning to someone, giving it a high priority, will get it resolved immediately, and yet here I am 8 months in without a resolution. I have confirmed with Basic that they have sent the information that Gusto is supposedly waiting on. We tried to call to talk to someone directly, and we could not get through. So, we have sent follow-up e-mails. This is now a personal financial/credit concern because, even though I have let my providers know of the situation, they say the unpaid claims will be sent to collections. Not to mention I can't access my current health insurance plan that I am paying $1,600/month for. 

  I have notified both Gusto and my prior employer that I will need to have my providers submit my claims through ****** plan (that should have been cancelled) if I do not have a letter stating the cancellation will take place. I have spent 8 months awaiting on the cancellation and plan is not cancelled. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/18/2025

  Hi *****,

  We understand your frustration around this and sincerely apologize that this experience has resulted in a loss of trust. I see that there have been active correspondences sent through your open case (********) and the most recent update was sent this morning. 

  Our COBRA team has reached out to request proof for the termination of your coverage. Once we receive that information, we will need to advocate for the retroactive termination to be completed. I understand that this process has been frustrating, and I appreciate the opportunity to assist with getting it resolved as quickly as possible. Please continue to work with us through the open case; we are happy to address any of your ongoing concerns accordingly. 

  Sincere Regards,

  Gusto

• Initial Complaint

  Date:03/12/2025

  Type:Billing 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.

  Unauthorized increases to my monthly subscription fees. Initially, my monthly payment was $51.00. Without my authorization, it was increased to $73.60 in October 2023 and then again to $92.00 in March 2024. These increases should not have occurred. On October 21, 2024, I spoke with a representative **** who assured me that a ticket would be opened to look into this matter, someone would call me in a few days and the payment would be adjusted correctly. No action was ever taken and I was not contacted. I changed the payment myself to $52 package in early November 2024, this took another month to be changed to the correct amount. I have been overcharged by $489.60. I only have 1 salary to pay and therefor only need the smallest payroll plan.

  

  Business Response

  Date: 03/14/2025

  Dear ******,

  Thank you for reaching out to us. We sincerely apologize for any confusion regarding invoicing and appreciate the opportunity to clarify the situation. In June and July of 2023, Gusto communicated with our customers about upcoming changes to our pricing plans that offer enhanced features and support which took effect on September 1, 2023. As a part of this transition all direct customers moved from the previous plans (Core, Complete, Concierge and Select) to our updated tiers: Simple, Plus and Premium. 

  Your account was on our mid-level Complete plan, and was transitioned to the comparable Plus plan. This change resulted in an increase in your monthly invoice from $51 to $73.60. For select customers, we offered temporary discounts to help ease the transition. These discounts were based on factors such as employee count and operating State(s). Specifically, your Plus plan included at 20% migration discount which was applied from September 2023 through February 2024. As a result your invoice reflected a reduced rate during that period.

  Beginning in March 2024, when the discount expired, your invoice return to the standard price for the Plus plan which is $92. This pricing remained consistent until the plan was downgraded the Simple plan in December 2024. This is the current subscription you have, and a continued $9 discount to the plan price will remain effective until its expiration in August 2025. We understand that pricing changes can be concerning and we have made efforts to offer concessions in order to address any inconvenience caused. 

  We hope this explanation helps clarify the changes to your account. If you have any further questions or concerns please don't hesitate to continue working with us via our normal Support Channels. 

  Sincere Regards,

  Gusto

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  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:03/06/2025

  Type:Customer Service 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.

  We signed up with Gusto Payroll because they gave us inaccurate information. I had already entered all of our business information before discovering that they had given inaccurate information and that their service was going to be much more expensive than they originally told me. Since we cannot use their service, I want all of our information deleted. I have called numerous times requesting that they delete our account and all of our information. Every time I speak with them, they assure me that this time they will delete all of our information, but they never do. If I try to get support on their website, it requires that I run payroll before I am able to contact support. If I were to run payroll, they wouldn't be able to delete our information, so this is a catch 22. We have the right to have our information deleted entirely.

  

  Business Response

  Date: 03/07/2025

  Hi *******,

  Thank you for bringing this to our attention.

  We can understand your concerns here and would like to assure you that the account has now been deleted. We sincerely apologize that you have not been successful using the regular Support channels in order to accomplish this and appreciate the opportunity to reconcile this for you. 

  All the Best to you,

  Gusto

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for addressing this issue.
  
  Sincerely,
  

  DT

• Initial Complaint

  Date:03/05/2025

  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 am filing a formal complaint against Gusto, a "payroll and human resources services provider", for engaging in unauthorized and unlawful withdrawals from my bank account. Despite not providing explicit authorization for these transactions, Gusto has repeatedly debited my account, causing demonstrating gross negligence in handling client *********** and ************************************************* Transfers (EFTs) Gusto has violated this by processing transactions without my consent.2.Breach of Contract At no point did I enter into an agreement permitting Gusto to access my bank account for the withdrawals in question. Their actions constitute a breach of implied contractual terms and fiduciary responsibility.3.Unfair and Deceptive Business Practices These actions may also constitute violations under ************************ (***) regulations and state consumer protection laws, as Gustos unauthorized transactions reflect fraudulent or deceptive business practices.4.Failure to Provide Adequate Customer Support or Resolution I have attempted to resolve this matter directly with Gusto, but they have failed to take corrective action, refund my money, or provide clear justification for their withdrawals.Requested Resolution: An immediate full refund of all unauthorized withdrawals. A formal investigation into Gustos practices regarding unauthorized debits. Assurance that Gusto will cease all future unauthorized transactions. If necessary, referral to regulatory authorities such as the ************************************ (****) and ************************ (***) for further legal review. Gustos failure to comply with financial regulations raises serious concerns about their business ethics and legitimacy. I urge the BBB to take appropriate action to hold them accountable and warn other consumers of their potentially fraudulent practices.

  

  Business Response

  Date: 03/05/2025

  Hi *****,
  
  Thank you for reaching out! We completely understand your concerns and would like to provide some clarity on how Gustos billing process works. As a subscription-based service, Gustos charges continue until the account is officially canceled by the admin. According to our records, your account was not canceled until February 4th, 2025, which is why you will be billed for the month following that cancellation date. (see attached)
  
  We know that this situation can be frustrating, and we truly appreciate your request. Please know that we are here to help and take your concerns seriously. If you feel any charges were made in error or if you have any additional questions, please dont hesitate to reach out to our customer support team for further assistance.
  

  Thank you again for your understanding, and please let us know if there's anything else we can do to help!

• Initial Complaint

  Date:03/04/2025

  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.

  Subject: ************************************ Unresolved Deposit Reversal Dear Better Business Bureau,I am submitting this formal complaint against ***********, ********, and Gusto regarding an ongoing issue involving an unreturned deposit reversal, which has caused financial distress.On October 13, 2021, two deposits were made in error to an employee, [Heb], into a *********** 360 Checking account (ending in x8831). The employee requested a reversal, and *********** confirmed in a letter dated January 27, 2022, that both deposits had been reversed and were no longer in the employees account. The trace numbers for these reversals are as follows:* $500.00 (Trace #***************)* $5,000.00 (Trace #***************)Gusto has confirmed that the $500 reversal was recieved and successfully refunded to the company account ending in 0301 on October 27, 2021. However, the $5,000 reversal remained unresolved. Their Payments team investigated the issue and submitted a Letter of Indemnity (LOI) request to ******** on April 4, 2022. Despite this, the **** has deemed the funds as a loss, stating that they were unsuccessful in retrieving the ******** operate more recent transaction, On November 29 24, 2024 a reversals for ******* ******* was completed. I initiated the reversal request in the Gusto system for a payroll payment intended for ******* ******* while on the phone with Gusto customer support to ensure that the deposit would not be processed. During this call, a representative assured me that the deposit would not go through. However, despite these precautions, the funds were still deposited into Johnnies account.I am requesting BBBs intervention to hold ***********, PNC and Gusto accountable and help resolve this matter. I appreciate your prompt attention to this complaint and look forward to your assistance.Sincerely,

  

  Business Response

  Date: 03/05/2025

  Hello Charity,

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused and appreciate you taking the time to express your concerns.

  We are committed to providing you with the level of clarity deserved as it relates to the reversal for your Contractor, ******* P, on 11/29/24, and would like to address the details of this concern within your open case (********).

  Thank you in advance for your patience; we look forward to resolving this matter promptly. You can expect to hear back regarding your case within the next 48 hours. 

  Sincere Regards,

  Gusto