Reviews

Review Details

• Review fromRegina B

  Date: 11/27/2024

  1 star

  Regina B

  Date: 11/27/2024

  I have never had so much issue with any bank I have a payday lets say today and Im not getting paid till Friday because of a holiday when my payday isnt affected by a holiday, trying to get through to customer ********************** and actually speak to a person is ridiculous. The only way you could talk to anybody by email. The communication is in empathy that this company has is lacking at best
  

  Gusto

  Date: 12/18/2024

  Hello ******,Thank you for sharing your experience. We understand how important it is for you to receive your paycheck on time, and were sorry for any frustration this has caused. While we strive to ensure timely deposits, there are factors that can occasionally impact the timing, such as employer processing schedules and bank holidays.If you have additional questions or need further assistance, please don't hesitate to reach out to our support team. Wed be happy to help clarify any details and ensure your concerns are addressed.We appreciate your patience and hope to improve your experience moving forward.

• Review fromJohn W

  Date: 11/25/2024

  1 star

  John W

  Date: 11/25/2024

  Worst company I have ever dealt with. When you have a problem signing in you need 6 digit code. Code does not come through you cannot get a hold of them without the 6 digit code. Had to borrow a phone that the number is not recognized so you can speak to a human after a 10 minute hold. "We just have to change you from the code authenticator to a text message. After 10 minutes on the phone trying to get that setup lost my patience and will deal with it another day. Will definitely change providers January 1, 2025 and never look back." It is absolutely stupid that you cannot speak to anyone without the code and that you have to go use another dial out phone number that they have never seen to get them on the phone. Stupid Stupid Stupid
  

  Gusto

  Date: 12/18/2024

  Hello ****,

  Thank you for sharing your feedback. We understand how frustrating it can be to face difficulties signing into your account, especially when you're trying to get assistance quickly. Our verification process, including the use of a six-digit code, is designed to prioritize the security of your account and protect sensitive information.
  That said, we recognize the inconvenience this can cause when things don't go as expected, and we sincerely apologize for the frustration you've experienced. It sounds like switching to text-based authentication could be a helpful step, and wed love the opportunity to make that transition as smooth as possible for you. If youre ready to try again, please reach out, and well do our best to assist promptly.
  We value your feedback and are committed to improving the experience for our customers. Thank you for sharing your thoughtsit helps us identify areas for improvement.

• Review fromKi N

  Date: 11/19/2024

  1 star

  Ki N

  Date: 11/19/2024

  If I could give zero stars I would. I've tried working with Gusto for over three years. They have had a consistent problem with submitting taxes incorrectly and making tax payments late. At the same time, Gusto denies being in error and fails to credit my clients for any penalties incurred. This has resulted in multiple fees and a loss in credibility with my client base. Recently, one of my client's decided to disengage from Gusto, due to the constant errors and increase in fees, and move to another platform. During the offboarding, Gusto informed us they would submit and pay all Q3 payroll taxes. A couple weeks ago, I noticed that one tax return and payment was not made by the end of October as they informed me would be. I contacted Gusto and was told they were not responsible for submitting the particular Q3 return and payment and that we were required to make the payment outside of Gusto. The *** proceeded to tell me that he would work on having the deducted taxes refunded to my client. With that information, my client and I agreed to move forward and submit the return and payment **** in an effort to not incur further fees. Gusto, yet again, did not fail to muck it up. Rather than refunding the taxes, Gusto proceeded to submit the return and payment over a month after the due date and provided my team with no heads up that payment was being made. So now, my clients tax account has a credit in the amount of the duplicate payment and Gusto informed us that WE are required to request a refund from the state and that they have no responsibility to do so. I would advise all Accounting firms to think twice about using Gusto as a payroll processor for their clients. Gusto's platform is user friendly and the plan options are decent, but the terrible tax processing and outside fees incurred due to their inability to process taxes accurately, outweighs these pros. Be careful...the bright colors and discounts are not always the best way to go.
  

  Gusto

  Date: 11/20/2024

  Hello ********,Thank you for taking the time to share your detailed feedback. Were truly sorry to hear about the challenges youve experienced, and wed like to address your *********** Gusto, we strive to ensure accurate tax filings and timely payments, and we take it seriously when issues arise. In this instance, **** reviewed the situation, and it appears there was some miscommunication regarding the Q3 tax filing responsibilities during your clients offboarding process. We understand how this has impacted your clients experience and your credibility, and for that, we sincerely apologize.Regarding the duplicate payment, while its true that the state refund process must be initiated by the employer, we are here to assist in providing the necessary documentation and support to make the process as smooth as possible. We deeply regret any frustration caused and want to do everything we can to help resolve this.Your feedback is invaluable as we work to improve our processes and communication to prevent similar situations in the future. If theres anything further we can do to assist or clarify, please dont hesitate to reach out. We are committed to earning back your trust.-Gusto

• Review fromJULIE T

  Date: 11/06/2024

  1 star

  JULIE T

  Date: 11/06/2024

  We have had trouble several times with improper adding others to our account as an administrator as well as us unable to get payroll out through gusto making us manually do our payroll to make sure it gets out on time. We call in and ask for a supervisor and get the run around.
  

  Gusto

  Date: 11/20/2024

  Hello *****, Thank you for sharing your feedback. We understand how important it is to process payroll smoothly. In this case, our policy pauses payroll when an invoice debit fails, which ensures accounts stay in good standing. We're happy to help review your admin access settings and address any concerns you have.Were here to support you, so please dont hesitate to reach out if you need further assistance!

• Review fromSheri J

  Date: 10/22/2024

  1 star

  Sheri J

  Date: 10/22/2024

  I am filing a formal complaint due to continued issues with Gusto's communication, structure, and inaccurate processing of information. Gusto erroneously added a dependent to one of our team member's benefits and were then unable to resolve the issue in an capacity of accuracy or reasonable timeframe.I called on 10/22/24 after discovering the error. I spoke with ***** (call ref# ********) who stated that she was reading information that was provided to me for the steps she needed to take to make this correction; however, when I requested that she read this information to me, she began peacemealing a sentence together and was obviously not reading anything at all...she was outright lying to me. She said "no timeline can be provided around when this will be processed." "No supervisor is available." ***** could not find foundational information about our account which I was providing to her at the start of the conversation and the information she gave me about how to fix the problem kept changing throughout the call. She was unable to provide accurate details and never was able to resolve the issue with any specific information. We have a team member who is out over $1000 after Gusto erroneously withheld money from her paycheck for her dependent who never should have been enrolled to begin with, THEN was unable to provide a reasonable and timely resolution to get that money back to our employee! Absolutely infuriating! We will need to report this to the insurance commission and consumer protection for our state.
  

  Gusto

  Date: 10/29/2024

  Hello *****,Thank you for your review and complaint, we apologize for the frustration caused while we worked with you to resolve the mentioned issues. Should you have further questions please direct them to the specialist assigned to assist as they are the best point of contact moving forward.-Gusto Team

• Review fromNicolle W

  Date: 10/13/2024

  1 star

  Nicolle W

  Date: 10/13/2024

  Gusto deactivated my account for no reason given ! They might be reasonable price but they gave me a run around for 4 months then just closed my account please I advise don’t use them !
  

  Gusto

  Date: 10/15/2024

  Hello Nicolle, After carefully reviewing your account application, Gusto has decided not to reactivate your company account on our platform. This decision is made in accordance with Section 22 of our Terms and Conditions. Please rest assured that this does not reflect negatively on your business. You can review our Terms and Conditions here: https://gusto.com/legal/terms Please note that this decision is final and cannot be reconsidered. Thank you again for reaching out to Gusto. If you have any questions, feel free to contact us. -Gusto

• Review fromSandi B

  Date: 10/08/2024

  5 stars

  Sandi B

  Date: 10/08/2024

  Gusto is fantastic. Easy to access and accessible. You are able to see each pay period along with all deductions. It tallies your pay, hrs for each pay period monthly. Easy to read. I feel its a very informative app for pay information. Great for startup or small business payroll. We havnt experienced any negative situations thus far.
  

  Gusto

  Date: 10/14/2024

  Hi Saundra, Thank you so much for your fantastic review! We're thrilled to hear that you've found Gusto easy to use and informative for managing payroll. It's great to know that everything from pay periods to deductions is clear and accessible for you. We're here to make payroll simple and transparent, so we're glad it's been a great fit for your business. If you ever have any questions or need assistance, we're always here to help. Thanks again for your feedback, and we're excited to continue supporting your business! -Gusto
  

  Gusto

  Date: 10/14/2024

  Hi Saundra, Thank you so much for your fantastic review! We're thrilled to hear that you've found Gusto easy to use and informative for managing payroll. It's great to know that everything from pay periods to deductions is clear and accessible for you. We're here to make payroll simple and transparent, so we're glad it's been a great fit for your business. If you ever have any questions or need assistance, we're always here to help. Thanks again for your feedback, and we're excited to continue supporting your business! -Gusto

• Review fromAlex D

  Date: 10/08/2024

  1 star

  Alex D

  Date: 10/08/2024

  I used Gusto for 3 years, with reasonably positive feedback. However, we had an issue recently that exposed how they really operate.We changed bank accounts, and I had contacted them about how to do it. I followed their instructions and confirmed with their service rep. **** then charged the old account anyways, and charged me a insufficient funds fee. That action also triggered them to move my withdrawal date for future payrolls days earlier, putting our next payroll submission date prior to the pay period being over. I was not told this until I signed in to submit payroll, and saw they said I was late, despite it being my usual day. **** then charged me a second insufficient funds fee on the new account, despite already withdrawing the money and then sending it back to **** have gone back and forth with their "supervisor" ****, who has basically just tried to say the basic lines of "our sincerest apologies" and similar items, without actually doing anything to solve the problem. Yesterday, he said as an offer of goodwill, they'd give me a 50% discount for the next two months, amounting to savings of $40. Their two wrongful "insufficient funds" fees totaled $200, and as I outlined above, neither insufficient funds issues were my fault, it was their automated system malfunctioning, which they have also acknowledged in emails.While mistakes happen, and I have worked with other vendors who have made mistakes and am happy to work with them to fix it, it has been clear in this case that Gusto has no intention of fixing their *********** short, they have now shown themselves to a immoral, untrustworthy organization. I highly recommend finding a different service if you are seeking payroll services.
  

  Gusto

  Date: 10/14/2024

  Hi Alex, Thank you for sharing your experience and for being a Gusto customer for the past three years. I understand how frustrating this situation has been, and I want to clarify what happened. The insufficient funds fees were triggered when payroll was debited from your previous account, which had insufficient funds at the time. This can happen if there's a delay in updating the account information before the scheduled payroll debit. I see you're already in touch with John, the specialist assigned to your case, and I encourage you to continue working with him to resolve this issue. He’s the best resource to provide the support needed and ensure a smooth resolution. We truly appreciate your patience as we work through this and want to make things right. Thank you again for your feedback. -Gusto

• Review fromAndrea G

  Date: 10/04/2024

  4 stars

  Andrea G

  Date: 10/04/2024

  I found Gusto to be a breeze for small business payroll. It's well-organized and simplifies the payroll process for me!
  

  Gusto

  Date: 10/14/2024

  Hello Andrea, Thanks so much for your feedback! We're thrilled to hear that Gusto has made payroll a breeze for your small business. Simplifying the process and keeping things organized is exactly what we aim for, and we're happy it's working so well for you! If you ever need anything, we're here to help. -Gusto

• Review fromDavid K

  Date: 10/03/2024

  1 star

  David K

  Date: 10/03/2024

  After five years of using Gusto, we have decided to cancel our service. Recently, our account was blocked due to a failed transaction of their monthly fee, which occurred because we had enabled an ACH block on our bank account and did not have all of Gusto's required codes. In five years, we have never encountered an issue, but unfortunately, this occurred on the day we were processing payroll for Friday.We understand Gustos need to protect against potential losses, and we promptly resolved the issue by allowing them to reprocess the fee and providing the requested documentation and screenshots from our bank. However, their response was disappointing, stating that our employees would need to wait an additional week for payment while they complete their review.This situation has left us frustrated with their handling of the matter, and we feel it reflects poorly on their commitment to customer **********************.
  

  Gusto

  Date: 10/10/2024

  Hello *****,

  Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration youve experienced. We understand how critical it is to ensure timely payroll for your team and regret any inconvenience this situation has caused. While we must take certain steps to protect accounts, we know the delay was disappointing, and were sorry for any impact it had on your business. For any further conversations, we encourage you to reach out to our team at ********************************** so we can assist you directly.
  
  -Gusto Team