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:05/27/2022

  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.

  I have been using Gusto payroll service for several months. The rules are to submit payroll hours through an online system on Wednesday for a Friday pay out to my employees. The money is withdrawn on Thursdays from my business bank account. This week I submitted payroll hours through Gusto, on Wednesday, during the designated time frame. Gusto withdrew the payroll amount from my business checking account on Thursday. However, I was alerted on Thursday at 5:30PM that the payroll could not be processed on Friday. This puts my 12 employees in a terrible financial situation as they are not to be paid on time. The money has been taken out of my account but Gusto has not followed through with payment on time. I called for clarification Thursday evening, after the email, but was not given any useful information. Just to wait until 7AM on Friday to call the call center. I called at 7AM PST (I'm on EST) and spoke with a representative that gave me a ticket number for resolution. I was told they would call me at 2:30PM to resolve the issue. No call was made. I called them at 2:35 to inquire about my status and they had no information. I asked to speak with-someone who could resolve the issue right then and there. They had no phone number for the "financial department" that was reviewing the case. I was told they would call me back today. It is now 3:57PM on Friday, before Memorial Day weekend, and my employees have not been paid. Gusto has not called me to resolve this issue. I'm out 15K from my checking account and my staff has not been paid. I'm now assuming there has been fraudulent activity.

  

  Business Response

  Date: 01/11/2024

  Hi *****, Thank you for reaching out to Gusto through the BBB portal. We've reviewed your complaint and see that your 2-day processing timeline was pushed to 4 day after a Request for *********** ***** screenshot) was unsucessful. We understand the delay was detremental for your business and employess and apologize for this inconvience. For more information on our payroll processing timelines please review our Gusto help article linked here

• Initial Complaint

  Date:05/17/2022

  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.

  In March of *************************************************************** my 2020 taxes. Our company had changed payroll companies in November of 2020 and both the new payroll company and Gusto issued W2s for the entirety of 2020 so the *** has labeled the duplicate income as unreported income. Since March of 2022, we have opened multiple tickets with Gusto and they have closed ALL of them without resolution. On initial contact, Gusto denied responsibility and advised us to reach out to a CPA. Our company's CPA said that Gusto has to issue a W-2 correction and they acknowledged responsibility claiming they would pay the *** fees and interest that is accruing while they are not fixing the issue. Between the *** of my company and I, we check in with Gusto every week and always get some phone monitor who claims to check in with various departments during the call (placing me on hold for anywhere from **** minutes) and then claim they will follow up via email (which they never do). All of the tickets we have opened with them have been closed without any resolution.

  

  Business Response

  Date: 01/11/2024

  Hi ********, 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 while we worked with your employer. All corrections must be processed and requested by your employer or payroll admin. Should you still need assistance please reach out to your your 2020 employer for next steps.

• Initial Complaint

  Date:05/11/2022

  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.

  My LLC company has tried for four months to get our 2021 tax report filings corrected. The November 2021 payroll taxes were filed incorrectly because Gusto tax department didn't know how to file ****************** for S Corp owner not subject to SS or **************** ******owner/accountant my CPA and I have gone up against a privacy wall trying to work with Gusto's elusive tax department to correct that month's tax filing, get corrected year end tax reports and corrected 2021 W-2's for ******* and *********************** who are owners of the **** I have made about 20 calls to whatever customer service rep happens to answer - but they can't do anything. I finally reached by email the tax person who is supposed to correct this, but even though she's been on vacation and sick leave, she hasn't turned my case over to someone else. It's now May 11, 2022 and I still can't file my LLC 2021 taxes or our personal taxes. This is unconscionable. No communication available. We've been in business with a corporation and 4 LLC's since **** with ADP. No problem. Gusto is not able to handle employer complaints. They seem to be tailored only to help the employees.

  

  Business Response

  Date: 01/11/2024

  Hi *****, We appreciate you forwarding your feedback to Gusto through the Better Business Bureau platform and apologize for the delayed resolution. Since Gusto is a self-service platform we rely on employer provided payroll and tax information to ensure accurate end of year filings. On review we see that you were able to work with our support team to provide updated payroll information and process corrected W2's. Should you need further assistance please reach out to **********************************

• Initial Complaint

  Date:05/11/2022

  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.

  I have a debit card with Gusto through my job. I filed a dispute in March some time( claim number Case #********* ) the dispute was for $214 from ******. My card was stolen from me and was charged $214 on ******. I immediately reported the charge as fraud and was given a provisional credit and a new card while waiting for the investigation to finish 2 months went by. Which is now May and I didnt hear anything back from them. I looked on my account and seen they took the provisional credit back leaving my account in negative and closing the claim. The reason for the closing of the claim was because they sent out forms and i never received them, which made them not receive them. I called for days trying to get help explaining how i never received any forms. One agent sent a request for the claim to be reopened since I didnt receive the forms and requesting the provisional credit back since my account was in negative. I called today and the main customer service line denied the request of reopening the claim and closed it again even though I didnt receive the forms. Im highly upset and i will go above and beyond to get my money back. The charge was fraud to begin with, and for Gusto to not help get my money back I will report them to every social media outline and look into getting me an attorney because this is illegal. The main customer service line doesnt have a direct contact.

  

  Business Response

  Date: 01/11/2024

  Hi *******, Thank you for reaching out through the BBB about your dispute. As stated in the 5.9.2022 email sent by Gusto support the $214.84 provisional credit was debited/pulled back from your Spending account because **** denied your dispute claim. If you have any questions regarding the dispute denial, we recommend contacting **** DPS directly at ***************. **** DPS will be able to provide further clarification regarding the denial and answer any remaining questions you have regarding the dispute denial

• Initial Complaint

  Date:05/09/2022

  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.

  EARLIER this year...I received a notice from *** regarding a filing from a previous year with Gusto regarding payroll taxes. My CPA believes this filing to be a mistake, and somehow I owe an additional 6K plus fees without being told how. I reached out to Gusto support over 6 weeks ago. I submitted a service ticket and I was told to email using a specific Message Line and include the *** notices. I did so immediately. I have called in many times and followed up on that email numerous times---and not once received a response. I called *** to find out they made some changes and I was not notified of and they asked that I reach out to my payroll company. When I called Gusto's phone and reached out on chat due to lack of responses they tell me I need to keep waiting? I keep trying to escalate and have been told that it has but I do not get any email or call. It has now passed 6 weeks---and I still have no response. **************** can never transfer me to a manager. I heard that ******* is working on my case at one point but never heard from her or her name again. This is out of hand. The *** wants to charge more on the interest so I sent payment for now. But this needs to get resolved. No one wants to take responsibility.

  

  Business Response

  Date: 01/11/2024

  Hi ********, 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 while we reviewed your notice. Due to extreamly high volume your resolution was delayed. We see that on 9.9.2023 the notice was resolved and the amount owed was valid due to a reduction in ERC Credit claimed. Thank you again for your feedback, please reach out if you have further questions or concerns to ********************************  

  Customer Answer

  Date: 01/12/2024

  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:05/09/2022

  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.

  GUSTO HAS HURT OUR BUSINESS TIME AND TIME AGAIN. We've used Gusto as our payroll software for years. In Q4 of 2021, our software started to glitching, freezing, and timing out. During our busiest time of year, we were unable to dismiss employees or run payroll which caused us to find ways to run our own payroll outside of Gusto. We knew that we could resolve this with Gusto by giving them all of our payroll data to update our employee's W2s but instead, Gusto has not fixed our account issues, software glitches, and most importantly, has circled around updating our non-gusto payrolls and providing our employees with accurate W2s. We've been promised time and time again that they are "working on the issue" while our employees are suffering from inaccurate information and our business is paying "service fees" for a software that doesn't work and absolutely no support to fix the issues. We have requested a refund for the fees we've been charged for a software that we can't use and couldn't cancel or modify ourselves.

  

  Business Response

  Date: 01/11/2024

  *******************, 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. Upon review of 
  the prior cases with our support team, I do see that we were 
  able to make the amendments for your team for the 2021 W2's 
  on June 6th of 2022. We do apologize for delay and any 
  frustration this caused your company. Should there be anything 
  else needed from Gusto regarding prior inquiries, please do not 
  hesitate to reach out to our support team: support@gusto