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:01/19/2025

  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 cannot access my W-2. I have called three time without it being resolved. I need a new one sent to me address or emailed to me.

  

  Business Response

  Date: 01/20/2025

  Hello ****,
  Thank you for reaching out to us and bringing this to our attention. We are sorry to hear that youve been unable to access your W-2 despite your efforts. I understand how important it is to get this resolved promptly.
  To assist you further, could you please confirm the email address you use to log in to Gusto and employer name? This will help us locate and verify your account.
  
  We look forward to hearing from you!

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22832048
  
  I am rejecting this response because:  I have provided my email and phone in the initial complaint.  Now they want me to call in and give them my new email?  This is exactly what I have been unsuccessful at.  They have my email, address and phone.  the company should be reaching out to me directly to solve.  Not chasing them down for the fourth time.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/21/2025

  Dear ****,

  We can certainly understand your frustration and would love the opportunity to handle your request as effectively as possible. Without the information to identify you specifically and properly identify your account, we may risk connecting with the incorrect Customer and this could result in further inefficiencies. 

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:01/17/2025

  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.

  Gusto's platform is great..... until there is a change. We switched from Gusto-managed health benefits as a company, with Gusto still as our payroll, and the software did make that transition relatively simple in theory, but now we are onboarding after two years to another payroll provider. Before this, the company paid healthcare options at the 700s per mo for each employee which we did for about 9 months in benefit to operational convenience and employee morale. It was very frustrating that we saved 15k/yr off the bat by removing gusto-managed payroll which we initially supplemented 55% as a company for employees. We then transitioned our employees to private insurance and supplemented 100% as a company- both the company and employees made more $ as a result. Gusto won't manage outside health insurance so we manually input all data to ensure payments were correct. This took a while to get right. About 2 months after we had an insufficient fund due to a failed tax payment. I've been locked out of my employer account while my employees can continue to clock in as normal. No Gusto employee has contacted me to work out the details of the tax payment Gusto paid on our behalf. Honestly, I wanted to see what would happen because I had been in constant troubleshooting via chat for a while by this point. Recently, I got an email from **** at Gusto about our account status as of Jan 2025. This has been going on since Oct 2024. She asked me to log in to an account that has been locked and I sent them a standard ACH form to clear up the balance as of today. While I acknowledge I could have done more, we hired a new payroll company providing everything that I thought Gusto would take care of. We are still paying 240/mo for this service, plus an additional 20 per subcontractor each month that we pay. We opted to not report to Gusto our additional 8 subcontractors which would have resulted in an additional 80 per month, making the total of our monthly fee 320/mo.

  

  Business Response

  Date: 01/20/2025

  Hello ******,
  Thank you for providing details about your experience. We want to ensure that we can thoroughly review your account and address your concerns accurately. To assist you effectively, could you please provide the following information?
  The name of your business
  The email address associated with your Gusto account
  Once we have this information, we will be able to locate your account and investigate the matter further.
  We appreciate your time and cooperation and look forward to resolving this issue promptly.

• Initial Complaint

  Date:01/13/2025

  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.

  Date of issue: December, 2024 - Jan, 2025 Gusto messaged customers that they are making a change to the banking services that manages the funds for *** accounts. They provided a PDF account funds transfer link via email with instructions to complete the form and mail it to a PO box. **** did not provide an alternative to complete the form outside of printing it and mailing it in. The issue is that not all customers have a printer or a means of printing the form. Gusto did not have a method of sending the form to customers via mail and continued to inform me that the only way was for me to purchase printer or a print service. Possible solutions they could have implemented.- Mail the form to customers upon request.- Provide a method to electronically fill out and submit the form. Providing customer with only the option to print their form is unacceptable as it may force them to spend extra money on a printer for a decision Gust made regarding their banking provider.

  

  Business Response

  Date: 01/13/2025

  Hello ***,
  
  Thank you for sharing your feedback through the BBB forum. We appreciate your request to have the *** form printed and mailed to your provider.
  
  As of this morning, January 13, 2024, our Care Team is actively working with you on this request. While the provider typically requires you to print and mail the form yourself, we are reviewing options to see if we can handle this for you as requested.
  
  Our team will follow up with you soon with more information in your open case 36749869.  Please feel free to reach out with any questions via that case in the meantime. Thank you for your patience!

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22804159
  
  I am rejecting this response because: While providers may typically offer customer the option to print forms and then mail them back, they also typically offer the option to have the form mailed to them.  In this case, Gusto chose to switch banking providers.  This switch necessitated the need for customers to complete a form to have their funds transferred from one banking provider to another. The process in witch Gusto provided its customers only allows for the option to print the form and mail it back. 

  My complaint is not for having to complete the form. My complaint is that the process does not have an option for customers that do not have a printer.  I truly hope your team is able to come up with a solution. My last communications with support did not provide me with the confidence that this will be resolved. 

  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 01/14/2025

  Hello ***,
  Thank you for sharing your concerns. We understand the frustration caused by the lack of an alternative option for submitting the transfer form, especially for customers without access to a printer.
  At this time, the only digital alternative available is an HSA rollover. Through this process, your available HSA balance will be sent directly to you, and you can electronically deposit the funds into your *** account within 60 days to avoid taxation. Additionally, the $25 account closure fee is not expected to apply if you choose this option.
  We appreciate your feedback and understand the importance of offering more accessible solutions. Your input has been shared with the appropriate team as we continue working to improve our processes. If you have any further questions or need additional support, please dont hesitate to reach out.
  Thank you for choosing Gusto.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22804159
  
  I am rejecting this response because: At no time have I requested only a digital alternative to receiving the form.  I have asked multiple times for the form to be sent to me via mail. Gusto is expecting their customers to be able to print a form and send it in. At the same time, they are saying that they cannot print the form and send it to their customers.  

  he change to the banking provider was initiated by Gusto.  This change requires intervention on both Gusto and the Customer. ******************** should be covering the basic needs to implement the change.  For such a large company, it is hard to believe that they cannot print a form and send it to a customer. 

  The repetition in Gusto's replies and attempts to solve a solution are indicate to me that they are not truly looking at alternatives. Instead, they are willing to ****** of this simple issue and push me to a more complex alternative through another company. 

  Sincerely,

  
  *** ********

• Initial Complaint

  Date:01/11/2025

  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 moved states and for some reason gusto kept my work address and my home address and I was paying taxes in both CA and OR. I finally caught it and updated the address. It has caused so much tax backlash. Gusto sent me partial tax information (4 of the 8 taxes needed) and incorrect OQ and 132 documents. I have repeatedly asked called, emailed, started multiple tickets, asked for management etc for 23 days. No one is helping me and I am continuing to accrue interest and penalties every single day for Q1,Q2 and Q3. At this point, we have begun looking for other payroll company because the customer support has been atrocious. We have been with gusto since 2018 and feel completely let down by this experience. When we have needed gusto the most, they have basically been ignoring us and the document requests we have asked for to back up the partial numbers they have sent us - all so we can stop accruing daily fines and fees.

  

  Business Response

  Date: 01/13/2025

  Hello ******,
  
  Thank you for reaching out and sharing your experience. We see that your case ******** has been escalated to a manager on Gustos Payroll ************* team, and we want to sincerely apologize for the frustration and stress this situation has caused. We understand how critical timely and accurate tax filings are.  Since Gusto is a self-service platform we rely on employer provided tax account information and addresses to ensure on time filings and payments.  When an address is backdated we are able to process corrections to report things correctly in our system however we are unable to generate original filings for states that were not currently active during the backdated time period.
  
  We are happy to provide some clarity and next steps to help resolve this as quickly as possible:
  
  Address Updates and Tax Filings: Since Oregon wasnt set up in our system during Q1Q3, Gusto wasnt able to file or remit payments to the ****************************. While our ************* team cannot complete tax forms for periods before a state is properly set up, we can guide you in gathering the information you need.
  
  Payroll Journal Report: ******* previously recommended running a payroll journal report to capture the ***** ******* earned in ******. This report will give you the wage details needed to complete your filings. If you need help generating this report, we are happy to walk you through it.
  
  Filing Assistance: For filing the outstanding reports and addressing penalties, we recommend consulting with your CPA or using Gustos Partner Directory to find a tax professional who can provide specialized support. They can guide you in correcting filings and working with the **************************** to mitigate penalties.
  We recognize the urgency of this matter and the impact its had on your business. We will ensure you receive the support you need moving forward. Please let us know if you'd us to assist with pulling reports or if theres anything else we can do to help.  This request can be made through your open ******************************** case.  Note that we do not resolve cases through the BBB platform but have ensured you're with the right team!
  
  Thank you for your long-standing partnership with Gusto since 2018. We value your business and are here to support you through this.
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22798206
  
  I am rejecting this response because: gusto provided me the Oq and the 132 forms filled out, but they were incorrect. Gusto also provided me half of the correct tax information. I have been requesting the documents to back up the tax numbers given by gusto. Which is part of the bigger issue. These problems, delays, none answers, basic copy and pasted responses with gusto have caused me significant penalties and fines for 3 quarters. Even the ********************* said my payroll company should be helping me with this. We have been speaking with ADP to switch our payroll services because of the poor customer ********************** we have received and all of the fines accrued during this (now 24 days of back and forth, trying to get help) The BBB was our last ditch effort to get someone who actually cares at gusto, and it is evident from this response that it is time to leave. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/14/2025

  Hello ******,

  Thank you for the quick response.  Following Gusto's terms & services,Gusto uses the client-provided state account information to calculate taxability and make on time payments and filings. Without the correct information provided within our internal filing deadlines, Gusto cannot guarantee successful filings leading to downstream errors. 

  While we can provide you with the reports of payroll processed in Gusto, filling out the tax forms would be out of our scope to assist with.  Please work with your tax advisor or CPA and the agency to remit the filings as our system can no longer generate them after the period closes.

  Thank you!

   

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22798206
  
  I am rejecting this response because: I have asked for 25 days to have a manager from Gusto call me to go through this. it took reporting your poor customer ********************** and business practices to the BBB to get any sort of assistance and its still a copied and pasted response.  Thats 25 days of interest and penalties I have been accruing while calling, emailing, messaging, chatting and opening multiple tickets. This was an urgent matter that is costing us THOUSANDS of dollars and Gusto has been unhelpful and not responsive.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/08/2025

  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.

  I had fraud occur on my payroll system. Someone hacked my account and added themselves as a contractor. I immediately called to inform Gusto of the fraud. No money was taken at this point. I changed my password, we removed the fraudulent contractor and thought all was ok. Unfortunately, the fake contractor was somehow allowed back into my account and set him up again a this time paid himself. No 2-factor authentication happened and all the protections that I thought were set up completely failed. I was able to stop the payment on my end, but Gusto did not bother to stop the payment in their end despite the fact that I asked for them to stop the payment. They are now attempting to collect the $4700 from me. They have now blocked my payroll system. I was unable to enter my final payroll and they are still trying to collect from me. I do not believe I owe them money as this was fraud and I was not protected. I would like for them to stop trying to collect from me and unblock my payroll!!!

  

  Business Response

  Date: 01/09/2025

  Dear ********,

  Thank you for taking the time to share your concerns with us. We truly value your feedback, and we are deeply sorry to hear about the experience you have had so far. We understand how frustrating this type of an issue can be, and we sincerely apologize for any inconvenience this may have caused you. Account security is a top priority for us and our goal is always to provide our customers with the best possible ********************** and highest level of care. We would love the opportunity to make things right; and it appears that this is still under active investigation. It has been escalated and you should be receiving all updates through the open case 36697477, primarily. 

  We are committed to a thorough investigation and hear your concern for all accurate year end reporting. 

  Sincere Regards,

  Gusto

  Customer Answer

  Date: 01/09/2025

  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:01/06/2025

  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.

  I am filing a formal complaint against Gusto regarding their handling of a wire transfer I sent to cover payroll and the unjustified fees they are now attempting to charge me.On November *******, I sent a wire transfer to Gusto to cover payroll as I had always done. Later, I received an email from Gusto stating that they had paid the payroll on my behalf and that I now had a balance due. Despite providing evidence of the wire transfer and following up with Gusto, they have not allocated the funds properly and are still claiming I owe a ********** addition to this, they are attempting to charge me extra fees for late payroll, even though my wire transfer was sent before they decided to pay the payroll on my behalf. I find these fees unacceptable and unjust, as I acted in good faith and followed the procedures I was accustomed to using. This appears to be a processing issue on their end, not ******* this point, I no longer wish to work with Gusto. I have lost confidence in their ability to manage my account accurately. I am requesting that they keep the wire transfer I already sent, resolve the balance they claim I owe, and consider the matter closed. I will not pay any additional fees, invoices, or balances due to their mishandling of this situation.I respectfully request the BBBs assistance in ensuring that Gusto resolves this matter promptly and fairly.

  

  Business Response

  Date: 01/06/2025

  Hello ******,

  Thank you for this request, we are happy to review your account and ensure that the funds owed and paid are balanced.  To move forward, can you please provide us with the name of the business and the email address you use to login to Gusto? We reviewed your account based on the information provided and could not locate any open cases.  Thank you!  We look forward to helping you.

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22772347
  
  The business name is Rainbow Dog Studio

  Email is *****************************************
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/07/2025

  Hello ******,

  Hello ******,

  Thank you for reaching out to the BBB about your bank error and the pending resolution.  According to our Assurance Team, the wire transfer you sent, amounting to $479.98, was applied to the 11/18 payroll. Unfortunately, we are unable to issue a refund due to the current account balance of $643.98. Heres a breakdown of that amount:
  
  $164.00: Payroll fee
  $399.50: 11/18 payroll
  $80.48: Debit tax

  When Gusto attempted to debit the $643.98 from your bank account, the transaction was unsuccessful due to insufficient funds. The $479.98 wire you sent only covered the 11/18 payroll and debit tax ($399.50 + $80.48 = $479.98), which is why there is still a balance outstanding.
  
  Please confirm if the full $643.98 is now available by responding to your open case with us ******** so we can process the debit. Once this is resolved, well be able to refund the $479.98 wire transfer.
  
  We truly appreciate your patience, understanding, and cooperation throughout this process. Please dont hesitate to reach out if you have any questions or need further assistance.
  
  Note that our system is unable to apply the partial payment to the amount due and will need to recoup the full balance prior to providing a refund.  Thank you for your understanding

  
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22772347
  
  Thank you for your response to my BBB complaint. However, there are several discrepancies in your explanation that I would like to address.

  
  1.Balance Clarification: Based on your message, the $479.98 wire transfer I sent covered the 11/18 payroll amount ($399.50) and the associated debit tax ($80.48), leaving a balance of $164. This aligns with what I anticipated but is not currently reflected on my account, which I assume is why you are claiming I owe a total of $643.98 instead of the correct remaining balance of $164. I want to make it clear that I am not sending $479.98 twice.
  

  
  2.Unjust Fees: The $100 debit failure fee is completely unjustified, as Gusto has always had the $479.98 wire transfer on hand. There was no reason for this fee to be assessed, as the funds were already available to cover the 11/18 payroll and debit tax. I will not pay this fee.

  
  3.Refund Misunderstanding: I want to clarify that I did not request a refund of the $479.98 when filling my complaint. My concern is that Gusto has failed to properly allocate this amount towards my balance. My expectation was for the wire transfer to be applied to the balance, not refunded.
  
  
  Given these points, I am requesting the following:
  Keep the $479.98 wire transfer I already sent.
  Waive the remaining $64 for November, as well as any charges being assessed for December.

  
  
  This request is reasonable for two key reasons:
  1.This experience has been extremely frustrating and unprofessional from a company that claims to be an expert in handling financial matters.
  2.Due to Gustos mishandling of this issue, I have been unable to process payroll for my business for an extended period, causing additional inconvenience and disruption.
  
  I want to resolve this matter promptly and close my account with ********************. I am no longer interested in continuing to do business with your company. Please confirm your acknowledgment of this message and provide written confirmation that my account has been settled and closed.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/02/2025

  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.

  On December 12, I contacted Gusto customer support to cancel the international onboarding of one of my 1099 contractors - this contractor has been with us since 2021. I spoke to ****** who could not assist me, but told me he escalated the case to their specialized team. On December 12, I was guaranteed someone would follow up within a few days and again on December 16. ****** from Gusto's Client Relations team reached out to me on December 20. Their team removed my contractor's profile from my company, without my authorization, leaving me unable to process his invoices. I spoke to ****** on the phone on December 26 and went through troubleshooting to rectify the situation that I had previously done on my own, to no avail. Once this was exhausted, she assured me she would be escalating my case to their engineering team and I could expect to hear back by December 27. I did not hear back until I reached out to ****** on December 31 asking for an update and received a generic response, "They are still trying to identify the reason why you are unable to make the change, and we've reached out to our engineering team for more assistance." It is now January 2, three weeks after I submitted my initial request, and nothing has been resolved. My request was simple: cancel the international onboarding of an existing domestic contractor so I can pay them.

  

  Business Response

  Date: 01/02/2025

  Dear Francesca,

  Thank you for taking the time to share your experience with us; we truly apologize for the challenges you've encountered while trying to resolve this issue. We can absolutely understand your frustration, particularly given the delays and the impact this situation has had on your ability to pay your contractor in a timely manner. We want to sincerely apologize for the breakdown in communication; our goal is always to provide swift, efficient support.

  Weve thoroughly reviewed your account and the details of your complaint. Because of the sensitive nature surrounding the details, we would like the opportunity to continue working with you through your open case 36471751 in order to provide clarity and ensure resolution. 

  While we understand this may not be the immediate outcome you were hoping for, we are committed to bringing this to a close for you.

  Sincerely,

  Gusto

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22759217
  
  I am rejecting this response because:
  

  "Because of the sensitive nature surrounding the details, we would like the opportunity to continue working with you through your open case 36471751 in order to provide clarity and ensure resolution."

  Continue working with me where? Via email with canned responses like this one? When will this "ensured resolution" take place?

  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 01/03/2025

  Hi Francesca,

  Thank you for your response. We completely understand your concerns, and we want to assure you that we have already made an attempt to reach you. A call was placed to the number on file, a voicemail was left, and a follow-up was made through the case to connect with you.

  
  If you would like to propose a specific time and date for another attempt, please do so through the open case, and we will be happy to accommodate you. Thank you again, we truly appreciate the opportunity to reconcile any outstanding issues immediately.

  Warm Regards,

  Gusto

• Initial Complaint

  Date:01/02/2025

  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.

  My employer pay Gusto and gusto is supposed to pay me, but I did not receive payment, but on the gusto. App is saying that they paid me on the twentieth, and it is now the twenty seventh and I haven't got paid, but on their app statement says I was paid twentieth

  

  Business Response

  Date: 01/02/2025

  Hello *********,
  
  Thank you for bringing your concerns about your delayed paycheck to our attention. We understand how important timely direct deposits are and want to provide clarity on what occurred.
  
  After reviewing your account, we found that the issue stemmed from an incomplete bank account number being entered. Because the account number was incorrect, your payment could not process to your account as expected. Once the information was corrected, the payment was re-attempted, and we see that your employer worked with you to address this.
  
  As your employers payroll provider, we facilitate payroll processing but do not have control over entering or updating personal account details. We recommend double-checking your account information before your pay date to ensure accuracy and working with your employer promptly to resolve any discrepancies.
  
  We hope this helps clarify the situation, and were here to assist if you have further questions.

   

• Initial Complaint

  Date:12/26/2024

  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.

  Im writing to follow up regarding an ongoing issue with my Gusto account that remains unresolved. Despite my previous communications, my account was upgraded to a Plus plan without my consent, and I continue to be charged ************** summarize: - I noticed my account had been changed to the Plus plan without authorization. - After five emails, I was offered a $100 credit with instructions to follow up in two months not a solution that reflects the unauthorized charge. - I accepted the downgrade and was assured this would be resolved, yet I see that I am still being billed for the Plus plan.- In essence, you've been charging me double the cost of the actual service I need, and it's still not fixed after much effort and communication with your CS team. I have not received a response to my most recent email, and I now request the following actions to be taken immediately: Refund the difference between the Simple and Plus plans for the months I was incorrectly billed. Downgrade my account to the Simple plan as previously requested.I expect this issue to be remedied without further delay. Please confirm once this has been resolved or escalate this to a supervisor.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 12/31/2024

  Dear ****,

  Thank you for reaching out to us. We sincerely apologize for any confusion regarding your invoicing and appreciate the opportunity to clarify the situation.

  In June and July 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 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 a 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 returned to the standard price for the Plus plan, which is $92. This pricing has remained consistent since then. We understand that pricing changes can be concerning, and we have made efforts to offer concessions to address any inconvenience caused. We hope this explanation helps clarify the changes to your account. If you have further questions or concerns, please don't hesitate to continue working with us through your open case (#********).

  Customer Answer

  Date: 01/02/2025

  Subject: Follow-up on Complaint #********

  
  Thanks for your attention to this...
  

  
  Im following up on the response to my complaint because I dont feel like the issue has been fully addressed.
  Heres what Id like to clarify:
  

  1. Id really appreciate the chance to speak directly with someone about this. I feel like a conversation could help resolve things faster.

  
  2. Ive requested multiple times to have my account downgraded to a basic level, but it still hasnt been changed. Could you please update this right away?

  
  3. Im also requesting a refund or credit for the difference in cost between the PLUS and BASIC accounts for 2024 which I believe amounts to $552.
  

  Ive been a long-time customer, early adopter, and small business owner. Paying nearly double for services I dont need feels like a significant and unnecessary hit to my business.
  I understand pricing changes happen, but the way this increase has been rolled out feels like a forced upgrade. I may have missed an email, but with everything on my plate, Id hope a company with such great services wouldnt rely on fine print to push higher costs. This experience erodes trust, and Id much prefer a solution that values customer loyalty over profit margins.

  
  To be honest, Id rather not go through channels like the BBB I just want my account set to the right level and for things to feel fair. Im happy to continue working with you for years, but if the approach is to prioritize squeezing a little extra out of small businesses, Ill have to take my business elsewhere and Ill be upfront with my network of fellow business owners and **** about my experience.

  
  This isnt meant as a threat, just a straightforward ask for fairness and good service. Id really appreciate someone taking a look at this with fresh eyes.
  Thank you for your time and attention I look forward to hearing from you.

  
  Best,
  **** ******

  

  Business Response

  Date: 01/02/2025

  Thank you for your response, ****.

  We have reviewed your specific request and would like the opportunity to work through the final details via your open case 36487390. We have also noted your request to connect by phone and will reach out through the open case in order to coordinate a good time and contact number for resolution. 

  Please look forward to us contacting you within the next business day.

  Sincerely,

  Gusto

  Customer Answer

  Date: 01/09/2025

  Hi Aspen,
  
  In the last message, the business noted to me that they would reach out to coordinate a call to find a resolution, but they have not done so.
  
  What are the next steps?
  
  Thanks,
  ****

  

  Business Response

  Date: 01/09/2025

  Hello ****,
  
  After reviewing the case, we determined that the best course of action was to reach out via [********]. A call was not scheduled as part of this process to ensure timely communication and resolution. However, if you would like to schedule a call, you can request one directly through the open case by providing that detail.
  
  Weve also attached our outreach from 1/3/2024, which includes the concessions provided for your reference.
  
  Please let us know if you need further assistance.
  

  Customer Answer

  Date: 01/09/2025

  Hi Thanks for you reply. It's bit confusing because of messages happening on two separate platforms.

  Yes, I'd like to schedule a call. Would you like my number or do you have I can call? 

  I'm not sure what reaching out " via [********]" means.

  Also, I've requested in several messages dating back a coupe months now to have my account changed to the SIMPLE plan which has not been addressed.
  

  I appreciate the consideration of credit, but the gesture is negated by the fact that my account is still being charged twice what I should be paying.

  Thanks again for your attention to this.
  

   

  
  
  Hello ****,
  
  After reviewing the case, we determined that
  the best course of action was to reach out via [********]. A call was
  not scheduled as part of this process to ensure timely communication and
  resolution. However, if you would like to schedule a call, you can
  request one directly through the open case by providing that detail.
  
  Weve also attached our outreach from 1/3/2024, which includes the concessions provided for your reference.
  
  Please let us know if you need further assistance.

  

  Business Response

  Date: 01/10/2025

  H*** ****,
  
  Thank you for your response. We understand how communicating across multiple platforms can be confusing, and I appreciate your patience.
  
  For the quickest resolution, please reach out to us directly through your open support case #[36487390]. This allows our team to securely access your account details and assist you with updating your plan to the SIMPLE plan and reviewing any billing concerns.
  
  While your BBB complaint helps us route your concerns to the right team, it doesnt allow us to resolve account-specific issues due to security limitations. Connecting through your support case ensures we can fully address everything.
  
  If you'd like to schedule a call please set this up via the support case.
  Thank you again for your understanding.

• Initial Complaint

  Date:12/20/2024

  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 take nsf funds when moneys in account, ********************** takes wrong amount of payroll , gusto double bills for taxes, gusto hangs up during call stating call was dropped. Gusto will not refund money, talk about whats owed. Their answer is we assure you your money will be credited back and was not. Gusto will ask to run payroll early for holidays and not due it. *** mistake gusto makes they ignore you and tell you to pay by check. They took wrong payroll, credited it back when all they had to do was take $500 more to finish payroll. They stated money will be in acct in 3-5 business days. Well that was our payroll with no way to get it replaced. Now one employee has 5 kids, other has 4 kids, and there Xmas will be ruined because gusto stole there payroll and wont make it right. Wont even tell Me how much I have coming back in *** funds, who I owe taxes for etc. company will not cooperate at all and hangs up phone. I have gotten no help except sorry

  

  Business Response

  Date: 12/20/2024

  Hello ****,
  
  Thank you for sharing your experience with us through the BBB complaint formum.  We strive to provide clarity and have detailed a response below.
  
  For your 12/20/2024 payroll, the total debit amount (employee pay and employer taxes) was $2,104.56. Gusto processes these debits in two parts:
  -$513.39 for taxes
  -$1,591.17 for employee pay
  
  The tax debit of $513.39 was successful; however, the $1,591.17 debit for employee pay returned an R01 Insufficient Funds error on 12/17/2024, following the initial debit attempt on 12/16/2024.
  
  When an R01 error occurs, our system reverses the payroll because we cannot secure the funds needed to pay employees. In this case, the successful tax debit of $513.39 was refunded back to your account immediately. However, due to standard ACH processing timelines, the refund was credited back to your account on 12/20/2024.
  
  Throughout this process, detailed instructions were provided on how to reprocess the payroll or revert to check and the timing of expected tax refund. Its important to note that since 5/1/2024, there have been 12 prior R01 insufficient funds errors associated with your payroll account.
  
  Per ********************* policy, if funds are not available at the time of the debit attempt, as was the case on 12/16/2024, we may reverse or cancel the payroll. Direct deposits cannot be processed without first successfully debiting the required funds.
  
  We understand how this situation has caused frustration and impacted your employees. While Gusto cannot override the *** error sent by your bank, we recommend working with your bank to gain further clarity on why the error occurred and to prevent similar issues in the future.
  
  If you have additional questions or need further assistance, Im here to help. Please feel free to reach out.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22713322
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  the insufficient charges is a error on your system. There was proof sent in pictures that day they ran payroll there was over $2600 in acct to cover a **************************. You claim insufficient funds when I clearly sent you proof that money has been in acct *** was at time of your transaction. The refund you face was for the double tax billing from Dec 3 the refund form Tues has not been sent. Or Tues tax charge was refunded and $1091 in payroll hasnt been as with *** charges. Ive asked to please explain why I keep getting *** charges when I can prove money has always been on acct. I ran ******************** early thanksgiving week, as asked by gusto and did run it and gusto never paid employees. Gusto will not answer why I had 6 charges and returns last month on my acct I was not aware of. Gusto wsays they are refunding money but there not. I have clearly sent proof money was in acct when you ran ******************** yet I get charged *** charges when Ive proven money was there. Same with every other time you claim money wasnt there. As far as warning me to pay payroll by check because system made a mistake. I cant because you took my money and now I cant get it back till you refund. Which you I did partial refund but not all of it. You hide behind keyboard and wont talk to resolve issues. Your only reply is if we took it we will surely refund it and ** have a nice day. I ask to explain, how much took etc . To be told we told you before we will refund what was taken only not to do it. Gusto has no customer **********************, will not refund, return a call, or admit a mistake after clearly being shown that money was there. Gusto needs to contact me and personally fix the situation as to why all my *** charges are showing when money has always been on acct. is it to hard to believe that maybe gusto may be wrong. Idk because there avoiding all contact with me. *** refunded not nearly enough 

  

  Business Response

  Date: 12/23/2024

  Hello ****,
  Thank you for reaching out through the BBB platform to further share your concerns. I understand how frustrating this situation has been for you however our response remains the same.  We can assure you that we have reviewed your account, escalated your inquiries, and provided a refund for any sucessful debits.
  
  For the 12/20/2024 payroll, the total debit amount was $2,104.56, which included:
       $513.39 for taxes (successfully debited)
       $1,591.17 for employee pay (unsuccessful due to an R01 Insufficient Funds error)
  
  The R01 error was received from your bank following debit attempts on 12/16/2024 and 12/17/2024. These errors indicate insufficient funds were available at the time of the debit attempts. While I understand youve shared proof that funds were present, the *** (Non-Sufficient Funds) errors are transmitted directly from your bank, and Gusto cannot override or adjust these bank-generated responses.
  
  The $513.39 tax debit was refunded to your account immediately after the payroll reversal. However, as per standard ACH processing timelines, the funds were credited back on 12/20/2024.
  
  You also mentioned prior *** charges and discrepancies with your account. Since 5/1/2024, there have been 12 *** errors associated with your payroll account. When an *** occurs, Gusto reverses the payroll because the necessary funds are not available to process the payments. This ensures compliance with banking protocols.
  
  We recommend working with your bank to determine why *** errors were transmitted and to prevent similar situations in the future.
  
  We understand this situation has caused significant frustration and challenges for you and your employees. While Gusto cannot override errors from your bank, we aim to provide transparency about the process and steps that occurred.
  
  Thank you for taking the time to share your feedback.

  Customer Answer

  Date: 01/15/2025

  Gusto asked if Id like to run ******************** early for thanksgiving. I agreed and it never got done, they send emails saying Im big bold letters we ran payroll hooray. And if you open email you get another message saying it will be ran next day. Then next day comes and they dont run it. Following day they run it. Now if you send me a email saying its ran, then why do I open email to read its not ran till next day or the following. I didnt hire gusto to babysit them. I shouldnt have to check my acct weekly to see if payroll was ran. Dec 17 gusto ran payroll took taxes out and a partial payroll and then proceeded to tell me not enough money in acct. I send them acct records showing plenty money in acct. they did nothing. And still have done nothing. Dec 3 they took out taxes 2 times and I e gotten over $1000 in non sufficient funds which is not true and I e proven that. Bbb contacted gusto *** they lied and said money was refunded again not true. Gusto owes me over $5000 in money illegally taken. get put on hold for over a hr till business closes. Ive been hung up on repeatedly, Ive asked for supervisor only to have them send me a email saying transfer didnt go through how may I help you. Gusto did call yesterday . I informed them they have all correspondence needed to remedy situation and asked why are you calling me asking me to help you figure it out. Where my money went in there office is not my issue. I pointed out they stole my money and they do nothing to fix it I was told last night I understand all yours issues and will get off phone as I asked so he could figure this all out then call me not ask my help to tell them where my money went in there office. Thats not my issue and no way for me to know what they did with my stolen money. I never got a call back last night. Also after **** closed and all payroll done. Gusto tried taking money after acct was closed and all payroll ran. I got more *** fees after I closed acct. ********************** has stolen my money

  

  Business Response

  Date: 01/15/2025

  Hello ****,
  

  We understand that you've rejected our original response however we must note that our review and resolution remains the same. Your 12/20/2024 payroll was reversed due to insufficient funds (R01 error) when Gusto attempted to debit $1,591.17 for employee pay. The $513.39 tax debit was successful but refunded on 12/20/2024 due to the payroll reversal. This issue has occurred 12 times since 5/1/2024. Gusto cannot process payroll without sufficient funds and recommends contacting your bank to prevent future errors.  We have copy pasted our original more detailed response again below for your reference. 
  
  
  Thank you for sharing your experience with us through the BBB complaint forum.  We strive to provide clarity and have detailed a response below.
  
  For your 12/20/2024 payroll, the total debit amount (employee pay and employer taxes) was $2,104.56. Gusto processes these debits in two parts:
  -$513.39 for taxes
  -$1,591.17 for employee pay
  
  The tax debit of $513.39 was successful; however, the $1,591.17 debit for employee pay returned an R01 Insufficient Funds error on 12/17/2024, following the initial debit attempt on 12/16/2024.
  
  When an R01 error occurs, our system reverses the payroll because we cannot secure the funds needed to pay employees. In this case, the successful tax debit of $513.39 was refunded back to your account immediately. However, due to standard ACH processing timelines, the refund was credited back to your account on 12/20/2024.
  
  Throughout this process, detailed instructions were provided on how to reprocess the payroll or revert to check and the timing of expected tax refund. Its important to note that since 5/1/2024, there have been 12 prior R01 insufficient funds errors associated with your payroll account.
  
  Per Gustos policy, if funds are not available at the time of the debit attempt, as was the case on 12/16/2024, we may reverse or cancel the payroll. Direct deposits cannot be processed without first successfully debiting the required funds.
  
  We understand how this situation has caused frustration and impacted your employees. While Gusto cannot override the *** error sent by your bank, we recommend working with your bank to gain further clarity on why the error occurred and to prevent similar issues in the future.
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22713322
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Not sure where you come to this conclusion. Once again the charges your denying is in the pictures. Clearly shows gusto tool the money. Also other picture clearly shows debiting 2 transactions for $519.37 and $519.39. So Ive clearly shown gusto does take wrong amount of money. Also Ive shown I get charged *** fees for money that is in account. So once again I am gonna point out you all keep ignoring the fact of these transactions. Not sure your defense but we didnt receive it is not an option because you clearly received it. So Im asking for all nsf fees get refunded cause Ive shown you say moneys not there when it is.  Also I closed my account and still for 2 weeks you tried to debit more money after and Ill say it again after my acct was closed which cost me another $116 in nsf fees. So Im asking once again to please give me my money back that I have sent proof numerous times please and ty

  

  Business Response

  Date: 01/16/2025

  Hi ****,
  
  Thank you for giving us the opportunity to provide further clarification.
  On review, the two debits you mentioned were for separate attempts to fund your payroll:
  December 20, 2024 Payroll This debit failed due to an Insufficient Funds error.
  December 27, 2024 Payroll This debit failed due to an R08: Payment Stopped error from your bank, which aligns with your note that the bank account was closed.
  As a result, Gusto was unable to successfully fund your payroll. Additionally, weve identified a history of 15 bank-related errors on your account since May 2, 2024. Please note that while Gusto processes transactions on your behalf, we do not have control over your bank account or the errors reported by your bank.
  We recommend reaching out to your bank directly to determine the appropriate next steps.
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22713322
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  why are you switching my words around. I said after I closed my acct at ********************** not my bank. Again after I closed my gusto acct ********************** tried to run payroll twice. Is there some other way I need to word it so you understand. Ill repeat it a third time gusto ran payroll after I closed my gusto acct for stealing funds. You have totally forgotten to address Dec 17 transaction which was supposed to be refunded. You have not address Dec 3 transaction of running payroll taxes twice same day. So I do not understand why you keep avoiding what Im asking which gusto has been doing for last 2 months. Hence why I closed my gusto acct. so get back into your little folder and figure out where my meant is and refund it with interest. Also my w2 needs to be sent out. That cannot be avoided by gusto by emailing my workers saying get w2 from me thats was your job. I made it quite clear Im closing my acct please send out my w2. So id like if ********************** would actually address my problems instead of acting like they dont understand. I cannot ask any nicer than to please address what ive been asking to be addressed. Cause your not addressing the problem your totally ignoring it. Next discourse is lawsuit. I do  not know what to do at this point m. My moneys been stolen and gusto will not admit any wrong