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:11/23/2022

  Type:Service or Repair 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.

  On November 9, 2022; I submitted a claim for reimbursement of a medical expense to my FSA providers. The claim was approved on November 11, 2022. I have yet to receive my reimbursement. While it says processing can take 3-5 business days; they are normally processed and I receive reimbursement within 1-3 days from when it's approved; however, it's now been nearly 2 weeks. Because there was a holiday following when I submitted the claim, I allowed additional time for the claim to be processed. I reached out on November 15th and spoke to ******. While he tried to help he didn't know what to do and asked me to allow for additional time citing the 3-5 business days. It took multiple days for the situation to be escalated and I have no idea what the escalation involves as I've heard nothing. I called today, November 23, 2022, to see if someone else could provide assistance. **** told me that he would check in with ****** to see if he'd heard back. If I wanted to reach back out to ******, I had his direct contact information and even after several days he was not able to get a resolution.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 18457416
  
  I accept the response; HOWEVER I'd like to note that the response took well over a year!!! And reimbursement was still done well after the allotted time.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/15/2022

  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 waived my Vision benefits in Gusto with proof and the system confirmation on 10/1/2022, but gusto still charges me and the company's cost on my paystubs $12.36 per month. Im talking to Gusto back and forth since early October but they are just keeping requested the same documents which I already provided but did not solve the problem. Please help on this, thank you.

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service 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.

  On 10/2/22 I started with Gusto for my Payroll. I have smoothly ran payroll for 4 payroll periods. I had to close my bank account on 10/22 and reopened a new account. Gusto verified the account on 10/28. On 11/1 they put an invoice through the old account but used my new account to run payroll. I immediately reached out to my sales person and support team letting them know the account was closed. They informed me that they would just resubmit the invoice to the new account. This was never done and my account has been blocked since 11/2/22. I have sent emails 10/31, 11/1, 11/4, 11/8-4x. The latest case number is ********. I have been on the phone trying to resolve this and it seems like no one can unblock the account. I was not able to run payroll for my employees on 11/9/22. My next payroll due is on 11/16/22 and as of today my account is still blocked. I am attaching my most recent transactions showing 2 deposits on 11/4/22 for verification and 2 withdrawals from Gusto, 11/7 for workmen's comp & 11/9 for the invoice of $34.56. Also on 11/2 they were able to take payroll out from the new account. I have spent many hours on the phone and just keep getting transferred and said my account has been sent to the assurance team and escalated. As of 11/11/22 my account is still blocked.

  

  Business Response

  Date: 01/11/2024

  Hi ********, Thank you for contacting Gusto through the ******************************* platform. We are sorry to hear your 
  experience with Gusto did not meet your expectations and 
  appreciate your patience and understanding while we reviewed 
  your cases. We do see that the account was unblocked as of 
  11/14/2022. We apologize for the amount of time and frustration 
  it took to get this resolved with our team and have made 
  improvements to this process so this issue doesnt occur again 
  in the future. We do see you have closed your account with 
  ********************, but if you have any other questions that we can assist 
  you with please feel free to reach out to **********************************

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 18390542
  
  I am rejecting this response because:  I am being held responsible by the *** for a mistake made by the  Gusto payroll team by submitting an over charge for tax period12/31/22. This is still in review as of 1/10/24. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2024

  Hello ********,

  We are sorry that we did not address your tax notice in the first response as it was not brought up during the initial complaint. The most recent support case you had open with us was resolved on 10.26.2023.  Our tax specialist provided details on what happened to cause the notice as well as next steps to resolve see attached screenshot from case 31132535 (PII removed).  We're happy to help if you have received additional notices.  Please follow these steps to have a our team take a look! ******************************************************************************************************************** .  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 18390542
  
  I am rejecting this response because: The problem has not been resolved. The problem has nothing to do with 2023. It is the 4th quarter of 2022 that the *** is still reviewing the many amendments submitted by your company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/18/2024

  Hello ********,

  We understand that you are rejecting our response and apologize for any misunderstanding surrounding the timeline.  Currently there are no ************ cases with Gusto and all notices received have been reviewed and resolution provided as shown in our prior response.  We are happy to review any new or additional tax notices via our ********************************** email.  Please remit any new notices to us for review!  

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 18390542
  
  I am rejecting this response because: I spoke to the *** on 1/18/24 and the amendments Gusto sent are still under review. Documents you are requesting  are already loaded to the Gusto site(multiple times)
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/22/2024

  Hello ********,

  Thank you for your feedback however we do not have any open cases or unresolved notices pending resolution by our tax team.  At this time all notices received have been reviewed with next steps provided and payroll corrections processed.  Gusto does not have authority over IRS processing times which can often exceed 16 weeks.  Should you receive additional official IRS correspondence please send to ******************************** where we will be happy to review.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 18390542
  
  I am rejecting this response because:Until I have notification from IRS that this mistake that Gusto payroll people made I will reject your response. My company or myself shouldn't have to be dealing with this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  Type:Order 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.

  Gusto is taking out insurance premiums every other week ($175) they stopped paying the premiums back in August thus United Healthcare has cancelled my policy 8/31/22. Theyre still deducting premiums from my paycheck and I cant get them to stop. I have tried to file loss of coverage proof to them but they simply ignore it. So I have zero health insurance and theyre basically stealing from me $400 a month for months. I plan on seeking legal counsel as I have verified proof that UHC has cancelled our policy and proof that amounts were payroll deducted. I have a coworker with the same issue.

• Initial Complaint

  Date:11/04/2022

  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 was checking prices on the Gusto website in July as my children lost their insurance coverage. We decided not to enroll them under my insurance, but I was told I had no choice but to re-enroll in my health care and dependent care FSA benefits mid-year, because they considered this a qualifying event. I requested an increased FSA contribution for the remainder of the year ($800 from Jan 1 to July 31 plus $1,320 from August 1 to December 31, for a total of $2,120 annually) but instead it was decreased from $1,600 annually to $1,484 on their end for no clear reason. I was alerted to the change by email and told I could not decrease it. I then asked for it to be corrected by email/chat several times but it has not been corrected and the company has not responded in over a month. At a minimum, the original amount of $1,600 should be restored. Thanks for your attention.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 18358780
  
  I am rejecting this response because: no response was provided. The business did not address this matter and the account has now expired.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/11/2024

  Hi *****, thank you for your response. We do understand that we were unable to resolve this matter to your standards, and apologize for that. Moving forward we hope to provide you with a better experience, and are happy to receive any feedback you may have. Should you need anything further please do not hesitate to reach out to us at: **********************************

• Initial Complaint

  Date:11/03/2022

  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 have used Gusto for several years for payroll processing and benefits management for my small business. As an employee of my own company, I waived enrollment for health and dental in Jan '22 but Gusto failed to terminate those policies, resulting in my company (and effectively, me as the sole owner), being charged every month since January for those policies. The message portion below was sent from ******** Care agent *********************** on 9/8/22 after several attempts reporting the issue. As of 11/3/22 there has been no meaningful progress, and *************** Shield AND Guardian continue to bill me for policies that I elected out of January 2022. This has now cost me over $5,500 due to Gusto's error in January that has yet to be corrected, resolved with the policy providers, and refunded to me. I currently only maintain my Gusto account to resolve this issue - I sold my business last month. I am still getting charged by Gusto, as well as by our worker comp, even though I've unenrolled my team from both. This single error is causing a number of ongoing expenses to me/my business as I'm trying to close out the *** after sale of assets. Looking for resolution and refund so I can end relationship with Gusto and associated policies that should never have been renewed."In January [2022] was the company's open enrollment for benefits for 2022. I show that during open enrollment, you selected to waive coverage which should have ended your benefits then. It looks like there was a mix up on our end with the *** and the waived benefits in open enrollment so your benefits never got waived like they should have been.Since it was an error on Gusto's end, I went ahead and submitted a ticket to our Member Operations Team to get those benefits retroactively dated to end in January 2022 like they should have been. Once I hear back from the team on this ticket, I will let you know on what the next steps will be moving forward."

• Initial Complaint

  Date:11/02/2022

  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.

  My employer uses Gusto to administer our benefits. I have a commuter benefits *** with them that I use to purchase a monthly CTA pass so I can take the train to and from work in downtown *******. When I started working with my current company I tried to use my Gusto issued benefits card to purchase a pass on the Ventra website. The Gusto card denied the transaction. I spoke with a Gusto rep and they said to submit the notification of denied charge and submit a manual claim. I did that and it worked, and I have continued to submit manually or over 1 year and they have been reimbursed. About 2 months ago Gusto started denying the manual claims. I tried emailing and got no explanation. I called and spoke with one manager who said the manual claim should be approved. 1 month later it still wasn't. I called again and got the same from an additional manager. The manager then got back to me 2 weeks later to say that actually there needed to be a denial of the card for every single manual claim. No explanation as to why they were reimbursed up until then or explanation as to why I wasn't notified prior to the denial. The last communication I received was that I could fill out a form to dispute the claim denial, but given experience up until now I don't anticipate a resolution. I want them to allow me to use my own money that was set aside to reimburse the claims (total of $225). This has caused me to lose the money I had contributed to the *** plus the money I had to use to purchase passes out of pocket (another $225).

  

  Business Response

  Date: 01/11/2024

  Hello ********, Thank you for contacting Gusto through the Better Business Bureau platform. We are sorry to hear your experience with Gusto did not meet your expectations and appreciate your patience and understanding. Upon review of the prior cases with our support team, I do see that we provided a formal outreach letter on February 1st, 2022 regarding the denial of the claims and the issues you had ongoing with your account. I apologize for the delay in time it took to resolve this matter. Should there be anything further we can assist you with please do not hesitate to reach out to our support team: ********************************** 

• Initial Complaint

  Date:10/31/2022

  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.

  Gusto did not submit my IDES Quarterly Payments for Little Black ************. and they refuse to refund me back my business taxes that were taken out of my account for the following quarters:2021 4th Quarter - $304.43 Account Number ***************** Quarter - $617.51 Account Number ***************** Quarter - $24.01 Account Number ******** The account numbers above are not correct for my IDES ********************** Account. Little Black ************ Correct IDES ********************** Account Number is ********* have contacted ******************** over 20 times combined with phone calls and emails and they keep telling me that they paid my business quarterly taxes but they refuse to send me proof. I am in contact with an IDES ********************** Supervisor. She advised me to request Gusto to provide me with the Media Number and the Tracer ID Number to confirm that Gusto paid for each of the above 3 quarters. I called and sent several emails requesting proof of payments with no success.I have called and emailed Gusto over 20 times and no one is responding to me with providing the information that I am requesting. Also, I have been charged $49.05 three months because I wanted them to handle this situation before I closed my account. I am also requesting a refund of the 3 months of $49.05 payments which I have not utilized their system. I officially closed my account today 10/31/2022.Can a Gusto Supervisor look further into each of these payments to provide specific payment information Or Refund me my business taxes that were taken out of my account. Also, refund me for the 3 months of service that I did not utilize.Thanks ************************* Little Black Diamonds

  

  Business Response

  Date: 12/19/2023

  Hi ******,

  Thank you for alerting us of your tax payments to and incorrect account.  ******************** relies on employer provided account information to ensure accurate filings and payments. On 12.28.2023 our tax team provided a move payments letter for your business to send to the agency to apply the payments correctly as well as a detailed discription of what happend and other next steps. We also addressed all notices prior.  Should you have additional tax issues our team is always happy to take a look.  Please submit any notices from within your Gusto account by following these instructions : Report a notice.

• Initial Complaint

  Date:10/24/2022

  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.

  Gusto has refused to provide me copies of or access to any and all of my payroll records and refused to cancel my membership siting a past due balance. They continue to charge me for an account that I am completely locked out of and are holding my payroll / tax records hostage.

  

  Business Response

  Date: 12/19/2023

  Hi *********, 

  we are sorry to hear that your account was blcked.  Per the terms below we reserve the right to collect debts owed.  Once the amout due was resolved the account was unblocked *********.     Access was suspended per Section 9, paragraph 2, section iii and iv of these terms: ******************************************************************* for core service and section 22 of these terms: ********************************************** for general Gusto services.

• Initial Complaint

  Date:10/19/2022

  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.

  Gusto Payroll, located in *************, provides payroll services for our company ******************** LLC. Filing and paying our ******** payroll withholdings taxes are a core responsibilities of Gusto. The ******** filing requirements went from quarterly to monthly. Gusto missed this and as a result of not addressing, even with my urgent requests, they did not resolve on a timely basis resulting in over $900 of interest and penalties levied by ********. Requesting Guest payroll acknowledge the error and pay the interest and penalties. Gusto was negligent in performing their duties.