Gusto
Reviews and Complaints

As an expert in the category of online payroll and HR solutions, I've delved into the reviews of Gusto from various platforms. The feedback is quite diverse, showcasing a mix of positive and negative experiences. Some customers praise Gusto for its ease of use, automated features, and cost-effectiveness, highlighting how it simplifies tasks like payroll, benefits, and HR management for small businesses. On the other hand, there are concerns raised about customer service issues, billing discrepancies, and errors in tax filings. It's evident that while some users find Gusto to be a lifesaver, others have faced challenges and frustrations. When considering Gusto for your business, it's essential to weigh these varied perspectives to make an informed decision that aligns with your specific needs and expectations.

Great for paying people and having WC. However they have not paid my Unemployment for 2021 and I keep getting threatening letters from Louisiana Workforce. They did take money for these payments and I have been trying to resolve this for six months. They will not put me in touch with anyone who will actually help my next step is filing a complaint with my state Attorney General because this is absurd. Any time someone emails to say they can help they stop replying and close the case and also never call at times I request. Its really frustrating because over all the program is very easy to use, but this is so upsetting.

It was hard for me to decide how many stars I wanted to leave for this one. I was using Gusto for 6 months for payroll and benefits with no problem. Then, I decided to change the bank account that I used for benefits and payroll, and the nightmare started. Gusto spend more than 2 weeks continuously trying to debit the old account that I had drained in preparation of closing it. This resulted in overdraft fees, hours of time spent on the phone with customer support, and a missed ***. It was literally the worst customer service experience that Id had in years. I consider missing payroll a cardinal sin when youre running a business, because it destroys trust between employer and employee. The entire ordeal was beyond frustrating, particularly since the customer service agents that I kept speaking with kept saying that the issue was resolved when it wasnt, and there was no path to escalation. I really did have a good experience with Gusto before that, but when they fail to perform the #1 service that they promise, its hard to come back from that.

I have been using and recommending Gusto payroll services for 3+ years and the service has always been top noch. Yes, I have have an accounting firm but all my clients have had similar experiences. *** is my rep and she takes really good care of me anytime. She is prompt and responsive. The rep I had before her, was just as good. I have no complaints, and I would highly recommend this company for all your payroll needs. However, as a small business owner, it is not as easy as an ADP or Paychex, it does take a tiny bit of computer literacy but it is alot cheaper.

When Xero ended it's payroll service, I transferred to Gusto with promises that it would integrate with Xero's accounting. The "integration" has never progressed beyond links in Xero that lead to Gusto's website. Much worse, Gusto promised a seamless transition, but mistakenly signed our company up as a monthly payer of payroll taxes rather than semi-weekly. They immediately deducted funds for tax payments from our account then held the funds well past when they were due. We were hit with $3k in state and federal fines that Gusto took no responsibility for. To add insult to injury Gusto charges a monthly "active" employee fee, regardless of whether the employee works during a pay period. If, like us, you have many part-time and occasional employees, you get charged far more than necessary. To avoid the charge, you can only "dismiss" an employee. If you do that, Gusto will notify the employee that they have been dismissed which, as Gusto is fully aware, can be damaging to your company's relationship with the employee. I've been doing payroll administration for 30 years and this is the single worst company that I have worked with. I look forward to ending this relationship at year end. Do yourself a favor and don't engage their services

I got paid 1 time through Gusto in 2017. They sent me a privacy policy email recently and I logged in. Even though my "employer" marked my account as inactive, I was horrified to see all of my private info right there in my account including my social security number. I thought okay I can just email them and ask them to completely delete my (for years) inactive account. I contacted customer service and a week later I got an email with a canned response about how my employer can go in and make my account inactive. I responded right away saying they had already done that and is there any way to get it completely removed from Gusto's servers and they ghosted me completely. I am extremely concerned with security of their servers which contain all of my info. It doesn't seem like an odd request to close my account completely with sensitive info in there. Now I am logging back in again and seeing more activity listed on my account which was done by someone other than my old "employer" or I. I can't believe they are so reckless with my data and won't even respond. Lawyers get ready for the class action lawsuit everyone is going to bring against them when their server gets hacked and everyone's info gets stolen even those who have not used their services in years...

I attempted to submit reimbursement for health insurance through Gusto via a Qualified Small Employer Health Reimbursement Arrangement, which is way for employers to contribute to their employees health insurance premiums. Eligible employees can use QSEHRA funds toward individual health insurance premiums for themselves and their family members. Received improper denial after complying with multiple requests by Gusto to include: -The name(s) of the individual(s) covered by your insurance policy -Your dates of coverage -The dollar amount of your insurance premium Gusto responded to additional attempts to request reimbursement saying: "Weve reviewed your request for reimbursement and need a bit more information. To review the additional information requested and submit an updated invoice, log in to your Gusto account." "Your request for reimbursement must include an invoice for your medical insurance expense with the following information:" "The name(s) of the individual(s) covered by your insurance policy" "Your dates of coverage" "The dollar amount of your insurance premium" After many hours on the phone with Gusto and many attempts to request reimbursement through Gusto's QSEHRA program, Gusto continues to improperly deny reimbursement requests, going on 4 months. To clarify, this is no fault of my employer, but entirely the fault of Gusto.

I wish I had read these reviews before working with Gusto. I was looking for an affordable payroll solution and did not realize they requried we updated our withholding filing timing for the state on our own. I got a notice last September that withholding reporting was increased from quarterly to semi0monthly for KS. I forwarded the notice to Gusto. It didn't get updated in the system, then we started incurring late notices and fines in 2022. I emailed in to Gusto with every notice, and called, they kept referring me to some tax team which never responded. The fines kept piling up - I had no idea what was going on. By the time a tax person emailed me back we owed $400 in fines, and had to file ourselves -- this was the whole reason I hired Gusto! I called and emailed so many times for help and no response - couldn't let me talk to anyone who could help. Ended up setting up an account to remit payment and $400 in penalties on my own. THEN they filed it! Which resulted in new fines and a lien. Ridiculous. I had to resolve this completely on my own and with my new payroll firm's help. What a waste of time and money. They wouldn't even pay my fines incurred. They advertise user friendly and great customer service. Even if I was suppose to update this in the first place, they didn't provide any support when I was getting fines and didn't know why. NEVER work with this company.

Our company uses Gusto and had a terrible experience with their support team. As an employee, we picked Beam VSP for our vision coverage that started 9 months ago. I go in for service and was told I don't have insurance. Called VSP, they confirmed no coverage, called Beam that also confirmed no coverage and then called Gusto who confirmed I do have coverage. They then told me they will resolve it with Beam. Nine(9) days later I get an email that they are looking into the issue. Asked why it is taking so long to resolve and all they can say is that they are waiting for the Insurance Carrier (Beam) to respond and there is nothing they can do. They won't tell me when they contacted Beam, which I called again, and they stated they address issues in 3-5 days. I'm now working directly with the Insurance Carrier to address my issue that Gusto should be doing in the first place. I have set my own reminder to call them back if they don't respond within 3 days (since they put a high priority on my ticket). Gusto uses Salesforce, they can easily set reminders for their support to follow up on as well.Beam customer support was very apologetic on the phone while Gusto's response was more that "I" don't understand the process, which in their eyes is that they opened a ticket with Beam and now we just wait until Beam responds - event though it has now been 13 calendar days since reporting the issue to Gusto.

I recently began found and started the enrollment process with Gusto. I did onboarding, bank verification, etc, then received and email saying oh, by the way were gonna need to charge you an extra $250 fee because of your business..I spoke to the rep who was helping me and explained that shouldve been disclosed prior to me spending time getting setup, and that I wanted to cancel. I wont be charge erroneous fees because they can basically.I hadnt finished enrollment, cancelled my service prior to running any payroll.Yesterday I got an email saying they were scheduled to draft the $250 anyways.I called gusto back. Explained to the first rep, she placed me on hold and went to get a supervisor. I then sat on hold for 25 minutes, only to have a new different rep come on the line and had to go through it again. Wait on hold 35 mins, disconnected again. 3rd rep, same thing, over 1.5 hours on the phone, and the best they can do is refund my money once they take it.I explained it was illegal for them to process this debit without authorization, and that a payroll company worth millions should be able to stop the transaction. Then they told me it would be 3-5 days prior to my funds hitting my bank account again. They offered no solution, supervisors were conveniently unavailable for over an hour and they drafted the funds this morning.Im glad I cancelled, and feel like I dodged a bullet. If thats the customer service they provide, Ill just continue to do payroll myself.

Gusto seems like a great service provider to join; however we have had several experiences with them since joining in mid-2021 that makes me wonder if we will continue. One of the major issues that we are working on right now has to do with their e-Sign system which is glitchy and we actually have reason to believe now that more than once it has altered documents with our signature. Due to this, I requested to upload the documents to them and as of this morning, they are refusing to accept any other format than their eSign. Based on the *** UNIFORM ELECTRONIC TRANSACTIONS ACT (UETA) (which almost all of the states in the USA have implemented at this point), there is no requirement to use an eSign if both parties do not agree to use it. I have escalated this situation with Gusto and am awaiting a response but their response time is lacking as well and this issue affects us being able to process our payroll using their system. Their system hijacks payroll if you have any unsigned eSign documents. After emailing the files yesterday and a phone call with them yesterday uploading the files via a method the Gusto representative suggested to use, they informed me this morning they cannot accept them unless they are eSigned. Hopefully they will respond to my email telling them that is unacceptable and illegal to not have another option, but in the meantime, I felt it was important to share this information with others as fair warning about how difficult of a time we are having and typically we do not have problems like this. It's very disappointing.

I wish I had read these reviews last year before taking my business to Gusto. In October , I called them and asked for help to change the payroll to add a 401 k employee deferral payment of approximately ***. It would have made the total contribution of 26 k, reported in box 12a of the W2. I didn't check the pay stub since Gusto had never made a mistake. The person on the helpline guided me so that the contribution was reflected as post-tax and not pre-tax. Hence box 12a in W2 showed an amount of *** instead of *** February discovered this. Since then, I have been trying to get this corrected. After my email specifying that box 12a in W2 should reflect an amount of 26 k, Gusto said they would file W 2-C. When I got a copy, I saw they had a figure of *** in 12 a. I asked them to correct this again and that the amount should be 26 K. They filed a second amendment on 03/14. Due to all these complications, my CPA had to file for an extension. Now my CPA wants to match the W2s with the form 941 filled with the *** Gusto informed me today that they will not file the form since there is no deadline to file the amended form 941-X to reflect the correct amount due to changes reflected in W 2-C. They emailed me and informed me that they would wait to get a notice from the *** before filing the amended Form 941-X. My CPA wants to get the 941 and W2s to match to avoid any notice from the *** I have now decided to leave Gusto and go to my bookkeeper for payroll. We have only two employees, and they have still managed to mess up my payroll.

I have been a customer for 3 years or so. We were excited to go with a smaller business than ADP and were excited by some of the options they wanted to eventually use. Originally Gusto was incredibly helpful and responsive anytime there was an issue, but after the first 6 months or so their response rate has become trash. Specifically the tax and benefits department. I tried to be understanding at the beginning of COVID but it has not gotten better 2 years in. I currently have 6 requests pending (with various rates of complication) from Gusto and most of them were put in last November or December. You can't actually get hold of anyone from the benefits or tax sector, only the helpline, who are always very sympathetic but can't do anything. I have been told that they are either refusing or struggling to hire more people and that most of them are in over their heads. This ***, but it's the company's responsibility to hire more people to keep up with the increase of work due to COVID. They currently state that waiting times are 90 days (!) for any tax-related issues and won't pay if it's their fault that you pay late due to waiting. Instead, I've had state fines that have gone from $500 to $750 in the time I've had to wait for Gusto to respond to my needs. That's a large fee for a small business that wasn't expecting it. Gusto is probably decent if you have 15 uncomplicated employees all in the same state, but if you get any more complicated than that they are completely unable to help in a timely manner. We will likely have to switch companies if things don't get better.

RUN AWAY, RUN AWAY, RUN AWAY.If you have not signed up with Gusto DON'T! If you have I am very sorry. This is a scam. They are highly unprofessional and act as if the are a bunch of kids in a garage who thought "Hey, we should start our own payroll business. Cool." Problems were many and and varied. Lack of understand of their own business, unprofessionalism to be sure, and for me, the worst part, was trying to cancel the service. I was instructed that to cancel I simply needed to go onto my Gusto account and cancel the service. I tried. They were unable to send me a two-step authorization code in order to cancel. This seemed odd because it wasn't 2 weeks earlier that we were receiving the 2 step authorization code each time we logged in without a problem; BEFORE we cancelled the service. AFTER we cancelled the service mysteriously, the code no longer worked and we needed yo provide them our Drivers License number, SS# Passport etc. etc. Each day after that I was called by someone from Gusto, (who was very nice), and completely over their head. They then suggested they would look into it and immediately put me on hold for 20 minutes. I'll repeat that: they called me to help me, and then put me on hold. It was as if they were training their staff how to handle complaints with a live customer on the line; me. Each time they assured me someone would call me no one ever did. I had to call them. Finally I got someone on the line who said "No, we do not need your passport, Drivers license, SS #, we just need to verify your company name and address." The person who I spoke with...Actually, I have wasted so much time with Gusto, writing this seems like a continuation of that waste. AVOID GUSTO LIKE THE PLAGUE! It is not worth it!

Our firm has been using Gusto since 2016 as a payroll agent and an agent for certain federal and state tax filings, including withholding taxes and state unemployment insurance taxes. Since mid-November , we have received four notices from the *** of *** claiming that certain of our historical *** statement unemployment insurance filings had errors and asking us to pay more than $15,000 for taxes, interests and penalties. We immediately forwarded these notices via emails to Gusto for their advice since Gusto made the filings. A case number was assigned by Gusto. However because we didn't receive any meaningful feedback from Gusto, we later re-submitted these notices directly through our Gusto account to expedite the process. It's been about three months and still no Gusto agent has ever contacted us with any advice. We sent them multiple follow up emails but just ended up receiving these useless automatic responses saying this is their busiest time of the year as they prepare year-end filings and we should continue to wait. The most ridiculous thing is that after we re-submitted all the notices through our Gusto account to make sure that they have all the information, we still got automatic emails from Gusto saying " We got your notice, but we need you to report the notice directly in your Gusto accountits the most efficient way for us to get you the help you need. Well be closing this ticket, but we can take a look at the notice once we get all the details in your account." I am not sure if Gusto's customer service system is still working. Particularly why there is no real person who can contact us via email or phone? They have kept us in the dark for three months and this is extremely irresponsible!

This company caused our company to be 4 days late with our payroll. Our payroll was to be processed on January 27, 2022 and deposited on January 28, 2022 to our employees accounts. On January 28, 2022 all of our employees including myself received an error message stating that Gusto had met a speed bump and to contact your employer. This caused an influx of emails to our Human Resource Team. We reached out to Gusto at 10:00am and were told to wait until 5:00pm. At 5:00pm our employees were not paid so we called back again. This time we were on the call for 3hours just for them to tell us there was an error and our employees would be paid on Wednesday February 2, 2022 which is 4 business days after we submitted payroll on Thursday January 27, 2022. Some how our next day payroll which is what we paid for is now a 4 business day payroll lead time. Our first payroll with them was processed within the next day time frame as agreed however our second payroll was not processed on time. I have emailed then repeatedly for a response with absolutely no response. I am trusting these people with both of my companies ( *** and LGC Protection) and I can not even get a response. I have emailed their legal department, their CEO *** and the concierge help desk to no avail. I would recommend anyone who is reading this to pay attention to the reviews they are real. Their services seem amazing but this company is a headache. Right now I look like a fool to my entire company. They are all questioning will this happen again and I honestly have no answers for them because have not received a response from anyone assuring me it won't happen again or a definitive answer of why it happened in the first place. Please don't respond that its an open ticket, clearly it is open because I have not been helped as of February 1, 2022. I can truly careless about call times I have a business to run and my employees have bills to pay to take care of their families.

I hired an accountant who convinced me to use Gusto for my small business payroll. Long story short, I signed up with them in July. That very first quarter, they sent the *** a tax form with a mistake that made it look like I owed $22k. So for Christmas I got a letter from the *** saying I owed that with fees. When I first started looking into this, Gusto's website claims they will fix any mistake and pay any fees, so I'm all good, right? WRONG.Here is what will happen to you. They make you submit a form. You get an email saying they're looking into it. Then nothing. You can call, and they will tell you "we've escalated it and a team is looking into it". You wait around, nothing happens. You call back and get the same response. Then you can start asking to speak to a manager or speak to whoever is working on it. I just wanted to hear that they see what happened, agreed it was their fault, and were going to fix it. This is IMPOSSIBLE. They claim all the phone lines for the escalation team are reserved for the ***. You might get an email from someone, but it comes from a "noreply" email address, so you can't actually get a conversation going. Finally, the person who answers for Gusto admitted that they are 16+ weeks behind on fixing mistakes. So does this give you any indication of how well they know how to do their job? So all the while, I'm supposed to keep calling the *** to ask them to please not assess any more fees while I sit back and hope Gusto does the right thing. But then I start reading reviews of people saying that Gusto plays this wait game and then claims it wasn't their fault, and then I guess it starts all over.Finally someone with the *** said I need to just hire an accountant to file an amended return because they themselves are months, MONTHS behind on fixing issues like this. So that's what I'm doing. I gave up on Gusto and am paying $$$ for someone else to fix their mistake.If you haven't signed up yet, RUN. If you have, sorry.

I am SO disappointed that I've spent years and years paying for Gusto to run my payroll after my most recent experience. I initially spoke to someone on 12/28 to have someone walk me through running my payroll. Unfortunately, their platform couldn't accommodate an adjustment I needed to make with my state withholdings, and I wish they just told me from the beginning so I could avoid this mess. Gusto instructed me to fill out a spreadsheet (they sent me the template) with the #'s I needed to run (provided via my tax advisor) and told me they would run this manually. Gusto me they would get it done prior to the 31st, yet I never received any confirmation. I called on the 31st to ensure it was completed, which they said it was in process but they could run my payroll up until January 7th and it would still be accounted for in 2021. I called almost every day until the 7th to get a status, I was repeatedly "guaranteed" that my payroll would be run. I asked to speak to a manager twice at this point but "there weren't any available to take a call". On the 6th I called and a representative even told me that my payroll was processing and I would receive confirmation once completed. My payroll was never run. I finally spoke to someone who spent quite some time looking into it for me who then put me in touch with a manager. Once I heard from the manager (via email...one email...) he accused me of "deliberately and intentionally misusing their system" and stated that Gusto was not the best fit for my company. I have since responded twice to gain clarification and received no response. I was sent down a rabbit hole of reassurance that they were taking care of things and then when it didn't happen, I was accused of skirting the system. All I needed was my payroll to be run, if their system couldn't do what my tax advisor directed me to do with my state withholdings I wish they just told me that so I could handle I differently and it would be done. Worst experience.

Company non responsive to solve issues in timely manner. They have made a mistake on our payroll migration to a new EIN# and the payroll amounts do not match the 940, 941's for the period. This was discovered by the workers compensation audit company. It took over 4 months of emails back and forth to get what has been done completed. Now I need accurate Employee Payroll Summary Reports for my audit period and cannot pull them because there is *** weeks of payroll that was not migrated into our new LLC portal. I have called, sent multiple emails which gets the same generic response, then was assured on 5/13/22 that the issue was being escalated to the proper department to look at the issue. As of today I have heard NOTHING and have again sent multiple emails. When you finally navigate to find the chat,email, phone call section you have to explain AGAIN to whomever you get the situation. I asked by phone to someone in Texas early last week to have a supervisor call me as I did not want to go through multiple explanations again. I was told someone would call me back first thing in the morning so I sat at my desk waiting all day! I now am past our audit date and may be forced to spend additional hours trying to find the accurate date for each employees pay for 52 weeks! We have been using Gusto since at least 2016 and had no problems until 2020 and as I can see by the multiple reviews and Complaintsboard.com complaints we are not alone!Gusto does not seem to care to assist their current paying accounts with anything!Their advice to me on this issue (their mistake) was to get with our accountant and have them figure out the problem.. are they kidding! So I should pay someone else to find their mistakes after we already pay monthly for their "service"! If we ran our business like GUSTO we would have been out of business a long time ago! How are the State Attorney Generals offices in each state not investigating this company Will be waiting for another generic response from GUSTO!

My job uses Gusto as our Payroll System and Gusto offers a debit card to employees of companies currently using their platform. One of their features to encourage use of the debit card is the option to Cashout a portion of your next check to use in advance for either an expense or emergency. There are 2 options to route the loan (portion of your check) to: 1. The spending debit card issued by Gusto 2. Your regular bank account 1. If you route the loan to your account with Gusto, that is consider an immediate transfer and youll be able to spend the loan will become available within seconds after you submit your cashout request. There is no fee ever associated with this option as advertised by gusto.2. If you route the loan to your bank account then that will be considered an ACH transfer which naturally takes 2 to 5 business days for the money to reach your bank and become available. There is a $5 fee associated with this. Naturally it makes better sense to choose the gusto spending card option to route the payment to.However, one time I used cash out and I made sure to select Gusto spending card as my routing option for the loan and the money was not immediate as it took 1 day to become available and I was charged a $5 fee after there was clear wording on the screen prior to submitting the cashout that let me know that the gusto option is free to use and will be an immediate transfer. It was not a holiday or some strange hour of the night so that could not have been the cause. When I contacted Gusto customer support (which was a entire process within itself) I spoke to an agent that told me that selecting The gusto card option isnt free and that you can always choose whether or not it will be immediate regardless of which bank option you choose. This completely goes against everything Gusto advertises and knew this was just something the agent made up on the fly since there is literally isnt a option for what they suggested. If that was the case what will be the huge selling point of routing the loan to gusto vs my usual bank then ? Why I was charge $5 when I have proof that the money was deposited to my Gusto card was never addressed nor refunded.

i was employed with a company that used gusto a couple years ago and i have since retired. I recieved e-mails from company offering me services. I contacted by phone and e-mail the company(gusto) directly and told them i was not interested and to please remove my personal data and purge me from the system. They refused! they claim that membership is for life! and then they said, that they are unable to remove my personal data? then they told me to change my e-mail if i didn't want to recieve e-mails from them and to "rest assured, that my data was safe?" well, i don't trust them and i want nothing to do with them. Is it legal for a company to hold data for ever like this forever against my wishes? is there legal action for this?

I started to open an account with Gusto, but as one of the last steps they said I had to sign over power of attorney for my checking account to them. No legitimate company would ask for power of attorney over your business checking account! At this point, prior to opening the account, I declined to fully open the account and asked them to cancel my account I had started but did not finish the process of setting up an account after they told me I had to sign over power of attorney to them over my business checking account. They will not cancel my account that I never fully started. They said I had to go on their website in order to officially cancel the account that I never started. So, I did this. Yet, they continue to try and withdraw money from my checking account illegally every month, They took out a $25.00 service fee for services never rendered. Now, they say they have tried to take out $471.66 that they paid on my taxes which I NEVER approved. They never paid my taxes, this is just a ploy to steal money out of my account. They did not have my permission to even take a dime out of my account, much less pay my taxes. This is just harassment that never ends! They need to leave me alone on an account that was NEVER even opened! They need to quit contacting me and clear all my information with their company. Btw they showed me an example of a payroll for 2 weeks and it was calculated incorrectly! This is fourth grade math that they messed up on the figures. So, it was never used by our company. We signed up with a legitimate payroll company. This company is a sham!

We are a small business that had used another small business for payroll for years. When we relocated to *** or payroll company couldn't support us any longer. We decided to try Gusto, an online solution. We got prompt customer service and support throughout the onboarding process. Once we were paying customers the customer service grew worse and it became more challenging to get answers in a timely fashion. Then exactly one week ago, March 3, 2022, I got two notices from the *** One notice said our federal tax deposits weren't submitted correctly and showing multiple deposits were received late or not paid at all. The second notice was a *** from the *** for over a thousand dollars that was due today, March 10, 2022.I immediately uploaded both notices to Gusto using their help section and following their instructions to upload all pages of the notice, etc. It has been one week, the tax *** with penalties was due today, and I still have not had anyone begin to answer what is going on with the fact that they have deducted money from out account to pay our taxes but the *** claims they aren't paying them or are paying them late.I have tried emailing, calling and chat. Today on chat the customer service agent said "We value the opportunity to serve you and your employees. Our phone support is temporarily closed to allow our teams to catch up on higher-than-normal volumes of support requests. We hope this allows us to provide improved service going forward, and we look forward to assisting you again tomorrow after 7am PT." So there literally is no one answering calls today.

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.

We ran a payroll to be paid on December 20th. December 20th came and went and one of our employees didn't receive the funds. I contacted Gusto and they told me it went through successfully on their end and the employee should contact their bank. The employee did and the bank had no record of any funds. So I was told by Gusto reverse the payroll and pay the employee by check instead. I did so. A couple days pass and I still haven't gotten the funds back in my account. So I contact Gusto and they say that it was too late to get the funds back and I would have to contact my employee to get the funds back from the employee...which is impossible since the employee never got the funds in the first place. After about an hour and a half on the phone with Gusto, they found an error from back in August with the test deposit to the employee's bank account not going through so Gusto admitted fault and said that they owed me the missing money and I should expect a call in the next two days from her superior to get my money back. I never received that call. In the meantime, I ran another payroll and once again, that employee never received the funds because of the error. The moment they didn't receive the funds, I reversed the payroll and gave them a check instead. But then, Gusto took the funds from the employee's bank despite the employee never receiving the funds! So I had to pay the employee AGAIN despite still not getting the funds back from either payroll. So now, we're down nearly $2,000 because I've had to pay that one employee several times for the same payroll and haven't gotten a *** back from Gusto.

Gusto failed to submit my IDES Quarterly Payments for Little Black Diamonds and they refuse to refund my business taxes withdrawn for the following quarters: 2021 4th Quarter - $304.43, 1st Quarter - $617.51, 2nd Quarter - $24.01. The account numbers provided are incorrect for my IDES account. The correct IDES account number for Little Black Diamonds is missing. I've contacted Gusto over 20 times through calls and emails, yet they claim they've paid my business quarterly taxes without providing proof. An IDES Supervisor suggested I ask Gusto for the Media Number and Tracer ID Number to verify payments for each quarter. Despite multiple requests for payment proof, I've had no success. Additionally, I've been charged $49.05 monthly for three months for a service I wanted resolved before closing my account. I'm also seeking a refund for these 3 months of payments since I didn't use their system. My account was officially closed on 10/31/2022. I'm asking a Gusto Supervisor to investigate these payments and provide specific details or refund the business taxes and the unused service fees. Thank you, Little Black Diamonds.

Gusto, a payroll service provider based in the United States, has seen a decline in customer support and increased fees since outsourcing support two years ago. As both a partner and customer, I've faced long hold times and unhelpful overseas support, leading to unresolved issues like my suspended account. Despite completing necessary steps for an unemployment ID in Colorado, my payroll was suspended due to an inactive number, which I wasn't informed needed activation in writing. The process to resolve this with the Philippine support team has been confusing and frustrating. I'm willing to pay for escalated support to expedite resolution and suggest Gusto direct unresolved issues to a US-based team. Many US businesses save money with overseas support without passing savings to customers, causing frustration and penalties. My business is now at risk of missing payroll due to these issues, which is unacceptable.

Gusto has been offering a cash out program where you are able to get a loan for a portion of your upcoming check early and it will be repaid on the following paycheck. A week or so before my last paycheck I got an email from Gusto saying the cash out program would be ending on October 30th. When I got my last check I needed extra money to cover a bill and avoid a late fee. I felt comfortable doing this because the program wasnt ending until the 30th of the following month. This would give me time to repay cash out loan on my first of the month check while also taking out another loan for my rent as Ill need to full amount of my paycheck to pay it. Then on my second October paycheck the second cash out would repay and Id be caught up before the program ended on the 30th. Yesterday I got an email from Gusto saying theyre accelerating the cash out end date to September 30th. Had I known they were ending the program in September i would have taken the late fee on my bill and not done the cash out. But now because i did when I get my check theyll take the loan repayment out of it and I wont have a second cash out to fall back on, because of this I wont be able to pay my rent. *** spoken with multiple people and asked for a two week deferment on the on the loan repayment due to this and they absolutely refuse. They continuously tell me that the agreement was for me to pay back the loan on my next check. While I understand that between the time I took the cash out and now Gusto has changed the agreement and I dont think its fair for them to alter the terms of the agreement while expecting me to stay true to the original one. Due to Gustos inability to honor their agreement and their loan repayment rigidity despite extenuating circumstances of their own doing Im now facing eviction in two days.

I filed a complaint a few weeks ago and still have received nothing from them or Complaintsboard.com.They are my payroll company and the govt is sending me notices.July 8, 2022 Crux LLC *** Dear Crux LLC,This is a reminder that you have tasks due for *** per the details below.Account #***, Crux LLC Open Tasks Quarterly Employee Tax Form Quarter Ending (Jun 2022) Due: 08-01-2022, Due in 24 Days.Employer Form Quarter Ending (Jun 2022) Due: 08-01-2022, Due in 24 Days.Employee List Quarter Ending (Jun 2022) Due: 08-01-2022, Due in 24 Days.Quarterly Employee Tax Form Due: 04/30, 434 Days Late.Employee List Due: 04/30, 434 Days Late.To view these items and/or remit payment, simply go to your business center at https://***.munirevs.com. If you have questions, go to https://***.munirevs.com. If the above tax forms were filed via paper and mailed to the ***, please allow up to 4-6 weeks for processing.If you have questions about how to file and pay online via MUNIRevs, please visit the *** section in your business center for more information. We strongly encourage filing and paying online through MUNIRevs to ensure accurate tax, penalty and/or interest calculations.Please note that penalties and interest apply to all tax amounts not paid by the due date of the tax form.To read more about the *** Community Safety Tax, please visit www.***.gov/payrolltax.DISCLAIMER: You have received this email from GovOS which is an online system your jurisdiction utilizes for online tax collection and/or licensing. This is a courtesy reminder and may not be scheduled every period on this frequency. Taxpayers should not rely on system reminders for timely payment. You are obliged to follow the Ordinance(s) or Code(s) due dates and other requirements in each jurisdiction, regardless of system reminder delivery.

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

I AM NOT THIS PERSON... IM NOT THE PERSON TO EVER LEAVE BAD REVIEWS.. BUT IN THIS CASE THESE FRAUDS DESERVE FAR MORE THEN A COMPLAINT AND BAD REVEIW... PLEASE READ CAREFULLY AND SAVE YOURSELF SO THIS DOESNT HAPPEN TO YOU AND YOUR COMPANY...Gusto literally withdrew *** dollars from our bank account and has not paid ANY of our contractors and its been SEVEN DAYS. We aren't talking about ***... its almost *** dollars that they have in possession. WE have called in day after day with our in house counsel and have been guaranteed by three separate supervisors that the money will hit our contractors accounts that day... three different supervisors and three separate false promises. We have lost hundreds of thousands of dollars in contracting work due to this FRAUDULENT company. I know that this sounds like a bad joke... its been our reality over the past seven days... we are quite literally in shock that a company of this size could make mistake after mistake in this manner... I own a large company... I understand that mistakes happen... this is so beyond simple mistake... it borderline feels nefarious and criminal. We are seeking legal action immediately. I can honestly say that if we weren't in a strong financial position we would have been put out of business. My goal is to make sure that they can't F any other company the way they did ours. The day that I help put this company out of business will be a happy day for me. I will be pulling resources over the next couple of weeks and hopefully filing a class action lawsuit against this atrocious company. I am writing this review for the next business owner who is thinking about going with Gusto. DONT. at all cost DONT. This has been the most poorly managed experience in my business career. Find a different company. If anything similar has happened to you and or your company please email me at *** These *** are going down. *** my words.

Extremely disappointed and would NOT recommend Gusto to small businesses just starting out.I thought reviews of horrible Gusto experience was fluffed, until now - 4th major issue/mistake that Gusto has made in less than a year. While on the phone, representatives sound very confident only to discover the solutions they provide you with have unintended consequences. After a phone call, an email will follow stating they have misspoke and the resolution originally proposed is not possible.Today, I called to see if it was possible to have a correction made on a payroll run between 12/11 and 12/26 in oder to properly record sick time for COVID reporting purposes. I was given the solution to "Make an adjustment" in order to be able to re-run payroll with the correct hours allocated to sick leave. The call dropped in the middle of running corrected payroll and did not receive a call back. Called back twice first to ask for the rep to call back, and again in the afternoon to speak to a supervisor. The rep stated the supervisors were not available and would require a ***hr call back timeframe. The agent I initially spoke with was notified that I needed a call back, twice. As an alternative, I was invited to send support an email to Gusto support and expect a representative to assist elsewhere within ***hrs.I just learned that the correction will trigger a w-2 adjustment, another problem that should have been initially mentioned prior to assisting in "solutions". I initially called to see if it were a possibility to make a simple adjustment and not to add to the amount of work on our end. In addition, this increased the costs on our end to make these changes, which I am currently looking into.I would be satisfied with Gusto if I didn't need support. Unfortunately, their support team is not at all reliable and am currently weighing out different options for payroll. Audit the quality of the customer support and the validity of their statements, & retrain.

Gusto is my payroll provider for - TROVE RESALE LLC. In April a new employee, *** joined my company and as part of their self onbaording she entered bank account and routing number for direct deposit. She was NOT asked to provide a voided check. The employee inverted two numbers when she entered her account number. For the pay period ending 4/15/22 $1,052.68 was debited from my account for this employee as part of a lump sum deduction of $10,459.42 to cover all employees wages, payroll tax, benefits etc. Gusto in turn pulled from my bank (U.S. Bank) and paid the employees from their bank - *** Chase.Because my employee inverted the two digits, her first pay check for the period ending 4/15/22 never arrived in her account and was sent instead to the other *** Fargo account. She and I both separately phoned Gusto support within 1 day to inquire about the issue. She was told that once she updated the account, they would resend the deposit. Instead they sent a test deposit for $.01. She then phoned two days later sayign she only got the *** and they gave her a "TRACE " confirming that the net paycheck value ($750.90) was deposited and she made an error but the *** matched the ***.I phoned support over the next week *** times and was told that there was nothing they could do. I phoned my bank (U.S. Bank) and my employees bank (*** and *** Fargo told me that because my bank was not the initiating bank, I could not file the paperwork to get the money out of the account to which it was deposited. I found an exec on LinkedIn to help me. A sr. agent agreed to have Gusto file the paperwork and I waited months. Finally the person told me that they couldn't get the money back and I was out of luck. Gusto owes me $750.90 because I paid my employee this amount in a separate check. They did not verify that the account entered matched my employee's account - only that it was a VAL*** account. This is negligence.

Gusto provides my employer with payroll and employee benefits management through their network of providers. I started a new job and with it came a healthcare policy, which was set to begin coverage on Nov 1, 2021. Although the necessary and required information was provided before Nov 1, and Gusto stated to me in writing that the plan would come into effect on that date, this has not happened. I have contacted the insurance provider (Blue Shield of CA) and they state that Gusto has not submitted any policy request on my behalf and that they have no record of me. Upon contacting Gusto, they responded via email stating that they needed to verify my full name. I provided this information on three (3) occassions and they kept on contacting me as if this step had not taken place and blaming me for all delays. Furthermore, after delying my case for over a month, and making me provide my full name via email on numerous occasions, they notified me that the healthcare provider had requested a copy of my drivers license instead. So there we had wasted another week with no progress (after a month had passed by). I sent this by email but they kept on emailing me, asking for the same info over and over. Subsequently, their customer care representative informed me that she was waiting for an internal response from a different group at Gusto and that she was not getting a response. I have been without health insurance for a month. I am unable to get my prescription medication and now I am sick, during christmas, with no capability to pay for my medications nor to visit a Doctor, because I cannot afford it. Gusto, however was happy and eager to discount my monthly insurance payment from my paycheck but despite my best efforts to solve the issue, including (but not limited to) providing all information in a timely manner, they informed me that they couldn't do anything until a different team at Gusto decided to respond, and indicated no timeline as to when that *** take place.

A representative from Gusto mentioned: "I will enter the payrolls with the amounts provided. I must clarify that neither I nor the company will be liable for any consequences of entering them as such. Any tax issues or notifications must be addressed outside of Gusto."Agreed. If any tax authority contacts me, I'll handle it. They won't, and perhaps my accountant and I should train Gusto staff.But GUSTO processed debits to my account, not the tax authority. GUSTO wrongly tried to debit over $10,000 and later claimed "it's your fault" and "we're not responsible."Subsequently, I urged Gusto to correct their tax entries, and after a week of discussions, they did. Yet, two days later, Gusto tried to debit an extra $7,000 for a "year-end reconciliation" three times...How is this possible? Can't Gusto calculate Social Security taxes? Do their staff understand it?Two Gusto representatives informed me I owed $15,642.06 in Social Security taxes. Including the $8324.85 paid via Gusto, that's $23,966.91 for Social Security, exceeding the 2021 legal maximum of $8853.60, regardless of income. The maximum wage for the 6.2% tax was $142,800. $142,800 X 6.2% equals $8853.60. So, these two Gusto employees, at a PAYROLL COMPANY, overlooked this glaring error? Refer to: https://www.irs.gov/taxtopics/tc751 It states: "The wage base limit is the maximum wage subject to the tax for that year. For 2022, it's $147,000." And for 2021, it was $142,800.

As my employer shifted from Gusto to other HR service provider, my HSA funds got left behind w/ Gusto, due to a clerical "error" on Gusto's part. Thousands of $ left in a limbo of their own creation that they seem too inept (benefit of doubt), or far worse, intentionally financially disincentivized to resolve. I have been unable to access these funds in my *** Account for approximately 6 months! I first realized this when trying to pay for my child's braces & was denied these funds. I've had to move money around to cover those bills then when my spouse suffered a back injury (that lead to surgery) this became (and remains) an acute source of stress & strain on our family. Every opportunity that *** generous employer have attempted over this time period to retrieve/release my funds have resulted in nothing but what seems to be a run around - bouncing between customer service ppl that seem disempowered to do anything about it. I had enough time & patience to try again today. I was on a call w/ 3+ different employees that dropped (intentionally?) my call or forwarded me to someone else. I was baffled that I had to explain to one what an HSA account even was. Seriously? After taking great care to explain my situation to the last individual who was supposedly versed in benefits issue resolution, I was put on hold for nearly 30min only for him to return stating that I needed to reach out to a benefits "specialist". I asked them to forward me. I was told they only do business via email, was given a generic *** & told I should reach out to them in an email. I asked if he had access to email & suggested he forward my case to them internally & cc me. He said that is not the way it works, I asked him why he could not take the notes that I would expect him to have taken and escalate them internally within their system. Again they only do business over email as reply. My employer has tried to resolve this over email.Seeking council if unresolved