Gusto Reviews & Product Details

Nothing. They make it impossible to cancel it. Terrible l customer support who gets back in 3 days. They are so desperate for subscriptions that they have no easy way to cancel. And when you try to leave a bad review they make you go through like 50 questions to do so - perhaps hoping you'd give up.

Everything!!! The service, the fact that it's impossible to cancel the User Interface, the fact that I have to answer so many questions to leave a review.

Nothing

It's cheap and the UI is good, when it works well it works well but other than that it does the basic unless you pay for add-ons.

Their support is some of the worst I've ever worked with. They never follow up, and constantly try to deflect you, you are getting a cheap service because they do not pay for support to help you. If your use case isn't fully automated... you're going to pay a lot more in hidden costs and time.

Payroll, HR, healthcare, benefits. They offer more things but we didn't end up using them.

It's easy enough to see what stage my expenses are in for reimbursement so I know when I'm getting paid. It's user friendly and mobile-friendly so that is a nice feature.

I don't like that you have to manually enter in all the data for every receipt. They don't have a receipt-scanning feature like other programs I've used (expensify or TripActions).

It's a central place where I can manage all my expenses and see what's been paid and what hasn't. I guess there is the convenience of just taking a picture of each receipt and uploading it later.

Gusto says all of the right things. Easy setup for your payroll. Payroll on autopilot and "great" support. The fact is that they have a lot of potential but their execution is very bad.

While their service is better than ADP, their support is non-existant. I'm guessing that their people are not in the US because they have zero idea how to answer any questions, other than what is scripted. If you select their "autopilot option, they randomly select the days that payroll will be debited from your account. One month it's the day before payroll, the next month it's 10 days before payroll. This might not be a problem, unless you use Profit First or another budgeting method where you place specific amounts into specific accounts on specific days. Every other time I have run payroll, funds have been drawn the day before payroll was due. In my case, for reasons that I have never been told, they attempted to pull it on October 24th and then "penalized" me by not allowing me to run payroll for a full week. This is in spite of the fact that my bank account is linked to their software, so they can see exactly how much is in my account. So they have all of this "great" technology but I had to send screenshots of my bank account balance, which was more than sufficient to run my payroll. In spite of sending verification of funds, I was told that because of their "terms of service", that on October 25th they would run my payroll any faster than November 2nd, a full 6 days from the date of the issue. So, I reached out to customer service on Thursday and I am not able to run payroll until the following Wednesday, which is 2 days after my payroll is due. This is all despite having verified funds on the 25th. To say that I am disappointed with this company is a tremendous understatement. The fact is that they simply do not care about their customers. This is only one of the issues that I have had with them. Payroll is the most important and personal task that a business must complete. Unfortunately, Gusto is more concerned with cutting costs and corners than they are with whether or not your people will get paid. I strongly advise you to use another company.

They should be solving the problem of payroll companies integrating with technology. Unfortunately, they miss the mark by a mile.

Their website is nice. I like being able to set aside money from each paycheck easily.

The online support is unbelievably unhelpful. They don't even seem to read my message and have no ability to do anything except tell me what I already know--eg, my claim was denied. I have to call to speak to a manager every time.

It is a benefits administrator, but the worst one I have ever worked with (it is the fourth I have interacted with in my career)

The payroll platform is good for a self service option, but good luck getting accurate and competent support when you need it!

Their customer support agents are primarily located overseas. It is often difficult to understand them and most lack even a basic understanding of payroll taxes in the US. They don't follow through on any of the cases. I logged a case for Gusto not filing the state quarterly withholding forms. The agent didn't even know that a quarterly report is due to the IRS! He said that the case would be referred to the tax team, and 13 days later it still had not been. The tax team won't even look at my issue (even though you can clearly see on their system that these forms have not been filed and their agent could see that they hadn't been filed) until I provide a notice from the states involved. WHAT!?!?!? They screw-up and I have to provide proof of the screw-up before they will fix it (even after they admitted there had been a screw-up) ?!?!?! If you want to speak to someone in the US, the only way to get to such a person is by calling sales. Sure, they want to make sure you understand them when taking your money, but not when you actually have a problem. Use a different service - you'll thank me later.

None

You can reverse some of their mistakes, like paying people when you didn't approve hours.

Pretty much everything. Customer service that leave you having to deal with any issue you bring to them. Scam products like Ardius, that supposedly give you R&D tax creds but don't apply them. Having an autopay option that pays people no matter what even if they didn't work. Having "optional" fields like "default work hours" that you can't change and are used - without saying so - as minimum hours worked and pay people out for it. Adding taxes that your company doesn't qualify for and taking money for it. Using this service actually has harmed my business monetary and time-wise.

They're supposed to run pay roll but I'd be better off doing this by hand.

The Payroll product is great and Gusto offers a nicely designed piece of software. The payroll product is priced fairly, does everything our ~25 person company needs in terms of paying our employees, filing taxes and reporting. The onboarding process is good, though I find the app provisioning integrations (Google for example) clunky.

Benefits administration has been a disaster. The state of our employee benefits displayed in Gusto has not matched the carrier's records in some unfortunate (for us) ways. We've had multiple situations where employees have signed up for one health care plan (PPO) and been put into another (HMO) or instead of transferring the employee during open enrollment, they end up getting enrolled in both with the carrier. I've seen the user interface show dependents with insurance coverage only to find the carrier has no record of them. A few months ago an employee moved into company healthcare due to a qualifying life event and instead of adding to an existing Group/Division, a new Division was created for that employee and their dependents (creating a problem for me to solve). The worst part about it is the customer service, and I'm not talking about blaming line-level employees who as far as I can tell are doing their best within a completely broken system. There seems to be no escalation path within Gusto to resolve these lingering issues. I've been working on some of these billing and provisioning problems since November (it is now May). I have an employee that left in August and for the last four months, I've been working with Gusto support to get them off our bill. I get roughly 1/week updates that explain to me why no progress has been made. As near as I can tell, Gusto management is fine with this. I can't be sure, because I can't get their attention. I don't matter. We are a 25 person company with maybe 20 people enrolled in benefits. I don't think we offer more complexity than any other company our size. We hit the deadlines Gusto gives us during open enrollment and we pay our bills on time. I'd think we are a very typical Gusto customer and I can't imagine there aren't others like us experiencing these problems. If they can't get this right (or even close to right) for us, what must the experience be like for a company that is 2-4x our size?

Payroll is great. Benefits admin is garbage. I don't have a lot of patience for explaining the benefits when the stuff that is broken is so terribly broken. Any time saved by the good stuff I've lost many times over dealing with the broken parts.

Nothing - their customer service is absolutely horrible and they will not be at all concerned if their system prevents your payroll from happening on time.

Are you a small business owner? I highly recommend NEVER using Gusto for payroll. My identity was stolen, they will not give me access to my own account, and after two days of calls, and sending the required paperwork I still have no access or a way to pay my staff.

They are supposed to help with payroll but they excel at their site not loading properly or being down and providing terrible customer service.

they have a good sales team that sells product with promises that are never kept

their service is awful. they dont deliver on services they signed up to deliver.

payroll

The ease of running payroll, it is quick and easy

Customer Support - particularly for their benefits. I logged into FSA account, had a question, clicked contact us, took me back to Gusto so I clicked chat, he said no wrong place call 800-683-8526. Called and the guy that answered said he doesn't handle benefits. Been trying to get help for 15 minutes now. WHY does the FSA system not interact with the health insurance system? They are both through Gusto! I've never dealt with anything like this with prior FSA accounts. Great for payroll, not great for benefits!

None, I could run payroll through any payroll processor

Price and I got an Amazon bonus for signing up. That's it.

I switched to Gusto, as their pricing was far less than what I had been paying with a competitor. However, since the switch, I have had nothing but issues. My taxes are a mess. They did not file my state taxes correctly and resulted in a tax penalty for me. Their customer service is non-existent. I have been attempting to fix issues since October with absolutely no response from them. I have tried contacting within their system, email and calling them. I once got to speak with someone and they said they could not help so they scheduled a call for me the next day. No one from Gusto ever responded. I am still sitting with my issues not resolved. When this year ends, I am leaving.

None.

I used to like their UI but the rest of the company makes me dislike everything.

Customer Service. They did not complete the filings and customer service ignores you.

They created problems rather than solving any.

Price is reasonable, pricing is transparent, and their platform shows a focus on user experience.

I used to be a huge fan, but two things have made me lose all respect for Gusto. First: When we hired someone and they enrolled in benefits, they did not transmit the enrollment to the insurer. After six weeks of the employee not being enrolled, I had to call the insurer to find out that Gusto never sent the form. I then called Gusto and informed them of their error and they fixed it. For this Gusto never admitted fault but gave us three months of free service. Meanwhile, the employee was stuck paying for the entire six weeks of retroactive insurance despite having no way of utilizing her coverage. Second: After reviewing past payrolls I noticed that one of our employees was not having any money deducted from their paychecks to pay for their health insurance. Upon seeing this I immediately contacted Gusto. Their response? I wish I knew; I contacted them one month ago and still have not heard any explanation or solution to resolve the issue. I have tried to get updates on the status of tickets by calling and emailing them weekly. The calls are answered by a call center that has no ability to help, and all they do is tell me that they will look into it and follow up, which they never do. Emails are just totally ignored. My advice is Gusto is great in terms of price, but if you want to depend on Gusto for the success and compliance of your business, RUN FAR AWAY! Trusting them with the payroll/benefits for my company is turning into a major embarrassment for me with the owner. To have my calls and emails ignored regarding an error that cost us a few thousand dollars is totally reprehensible. If I can actually get them to respond to my month-old ticket I will update this review.

They provide us, payroll, time tracking, and benefits management.

The interface and innovation are excellent.

Customer service. It is by far the worst I have ever dealt with from any company. God forbid you need to correct anything and contact customer service.

Time tracking and payroll integration are pretty seamless. But again, if anything goes wrong or you need customer service, you're in trouble.

I really like Gusto. It's easy to set up, the customer service team was very helpful, on-prompt and amazing.

In the last 6 months, I see that the customer service is getting worse. It's hard to reach them by phone, they ignore the emails. I created a ticket three weeks ago, and there is still no resolution. I even followed up a few times. This is shaking my trust in Gusto's quality service. I am looking for a new payroll service now.

Payroll

Their technology is pretty cool, and it's very easy to use their website.

Their service is awful now. Their response times are completely unacceptable (it can take a month to get a response from them), and they are not the full-service payroll provider they claim to be.

They are our payroll and benefits provider.

Payroll and onboarding tools have a simple and intuitive UI.

Note - this is a SOFTWARE company that does payroll and taxes. This is NOT a payroll company that has a software UI. They will JACK YOUR TAXES and be very SLOW to respond to assistance requests. We have been hit with penalties and interest on late submissions that 1) we weren't aware of 2) they DIDN'T EVEN PAY the OWED AMOUNT!! TAKE CAUTION - you will get LITTLE SUPPORT when it comes to TAX ISSUES.

Automated payroll and payroll taxes. Sometimes - very hard to tell. Support is fine if you need to reset your password - otherwise, you're on your own.

Easy to process payroll, user-friendly. It works across all 50 states and has lots of helpful integrations.

Customer support is awful. The service works great until you run into an issue, then you're on your own. I had an issue with a federal tax filing and reached out through their ticket system for help. An automated response estimates 2-3 weeks until somebody can hop on your case. Already pretty ridiculous if you ask me, especially with something time-sensitive like taxes. Regardless, this is false. It has been 2 months with no response. Entirely absurd to ignore your customers like this. So that's email; what about their other channels? They have a call-in number that promises to call you back when a representative is available. Again, not true. I've called in multiple times over several weeks and have yet to receive a single call from Gusto. Either the system is broken, or Gusto does not care. The last channel is a live chat. At least here, I've had an opportunity to talk to someone, but their help is limited and usually needs to be escalated to a specific team, who will never get back to you. The terrible support is a huge detriment and enough to recommend you stay away unless you're tax savvy.

Gusto makes payroll, contractors, benefits, time off all easy to set up and manage. Employees have access to all the info they might need, like pay stubs, W-2s, etc.

Relatively easy to navigate the website, payroll reporting is easy

Everything is great until you have a problem and then you are on your own. Since we switched to Gusto about 4 months ago, we required customer service help on a variety of issues, mostly tax-related. There are 3 options to get in touch with them: Chat, email and phone (via call back). Call back never works and there is no phone number to call. Chat works sometimes, but they cannot solve anything and just ask you to request a call back (which never actually results in a call back). Email requests, once submitted are responded to in 2-3 weeks. And no, they are not resolved in 2-3 weeks. Each response takes 2-3 weeks. 2 of the issues we have are tax-related, which is time-sensitive to say the least. So unless you never expect to need Gusto's help, stay away from Gusto and look somewhere else.

Payroll for a small business