Gusto

Gusto is used by our HR team to keep track of employment documents, payroll, and benefits for our US-based employees. Gusto is super simple to use. Payroll is automatically run weekly. Gusto also keeps track of all tax documentation for our employees and creates all tax forms at the end of the year. We love Gusto!

So canceled our subscription and at the end of us canceling the subscription, it asked if we want Gusto to file our taxes. I clicked no because we have a CPA but I guess that means Gusto will not and won't send us our W2s now. In my experience, it's a horrible platform, with horrible customer service. I think a lot of these good reviews are bought and or fake. If you actually dig deep you can tell the bad reviews are actually real people. The good reviews seem to be bots or fake.

We use it for the onboarding of new employees and payroll. I used it myself when I was initially hired and it was great! My employer had uploaded an employee handbook that clearly specified everything from how to request time off, access payroll info, health insurance, and retirement saving plans. Gusto made it easy to keep track of all the documents and it's very user-friendly. I also very much enjoy that new employees receive a virtual welcome card that their new team members have signed. Very welcoming!

In my opinion: RUN RUN RUN! I believe it was great, until it wasn't! In my opinion, Gusto is not at all what it use to be. I feel anyone considering it should RUN! Personally, I loved this product because the interface has been so nice. It's easy to use for the employees. You can track all of your PTO, benefits, hours, employee paperwork, etc. Throughout my experience, this was all great until the last year. I believe that the customer service is now outsourced to another country and, in my opinion, many of the representatives can't understand complex questions outside of their script, especially if not spoken in their native language. While this part was irritating, it was not enough to make me switch because I could generally figure things out on my own in the end, eventually. HOWEVER, now we are switching. In our experience over the last 2 years, I believe Gusto has been withholding social security tax and not paying the IRS in a timely manner. During my experience using it, I got a letter from the IRS stating that I owed thousands of dollars. When looking back through Gusto, I confirmed that Gusto did, in fact, charge me for the money...so where did it go!? I believe no one at Gusto can tell me. So now, it feels like Gusto is holding thousands of dollars from my company. During this ordeal, I have called and emailed for months with what I believe is no response. During my experience with customer service, they continue to say "we are looking into this", but cannot give me answers. In my opinion, this is absolutly terrifying. When the internal tax team member from Gusto did finally reach out, I feel they did not answer any of my questions via email and I feel they refused to schedule a time to discuss this complex issue over the phone. In my opinion, this is a critical tax issue and I believe I can only ask 1 question at a time through email, which makes me feel like I am waiting 3 weeks in between each email, especially when they do not respond right away. In my experience, when I call, they tell me "only the internal tax team can handle this issue, so you must email".

We used Gusto concierge to complete HR, compliance, [and] payroll needs for our employees. [In our experience, we thought] that by getting the top plan, we [would be] getting better service, but Gusto has been the worst experience ever [in my opinion]. [It felt like] we [spent] days waiting for their service team to respond and nothing ever came. [During our experience,] we got [our] first notice from IRS because of [what I believe is] their error. [In our experience,] when we tried reaching [out] to Gusto, [but] they did not respond. [In our case, I believe we made] multiple calls, emails, and tickets [that] didn't give any results. [I feel like] it really takes [a lot of] effort to write this review and, believe me, it's no fun. [However, in my opinion, I feel that others should], please, be careful [when] selecting Gusto [for] payroll.

We went with Gusto at the recommendation of our CPA to simplify our payroll process so that we could be sure that all necessary forms would be accurately filed in a timely manner,

I have an accounting/bookkeeping service for small businesses. I have a few clients who use Gusto as their payroll source. When I first started supporting clients on Gusto, they were very responsive and helpful. Things have declined dramatically over the last 4 years. I have 2 clients who have had tax issues in 2021. It is now taking about 1.5-2 months to get a response on critical tax issues. I received an email today that said their average wait time for response is now 45-77 days. How is that even acceptable? I complained this fall, received a blanket email from the President... but nothing has changed. It took from 12/7 until 1/6 for them to assign an actual rep to the case... who basically told me it would be a while.

I started using Gusto in combination with Clover, which was my payment processor and POS at the time. It integrated seamlessly with new employees and contractors, and allowed me to track and pay them simply at various employment levels and also pay myself as the managing member of my company using owner’s draw. It even provided options for workmans comp, incentives and rewards, and benefits including health insurance options. The number of simple, streamlined solutions that were offered was outstanding for a small business like mine.

We use Gusto for full-service payroll for the company. It is easy to use and run payroll. My issues with the company are that the customer services representatives generally know less about the product and about taxes than I do as a layperson. A recent example is that one of the forms that they submit for us is the new Paid Family and Medical Leave tax. Each employee pays into this fund for Massachusetts. The employer is allowed to opt-in but in order to do this, the employer must be listed on the form and check the "opt-in" box next to the employer's name. When I contacted Gusto about this they repeatedly respond in a way that makes me think that they don't understand my question. I have even sent them a copy of what the Department of Revenue advised to me in an email. With the email documentation from the department of revenue that says their form is incorrect, they have refused to assist me and asked me to get my accountant involved. With my accountant involved- why do I need a payroll company?

After researching various options we decided to partner with Gusto for payroll and benefits services. I signed up for their Complete Plan.

We have used Gusto since 2015 when they were called Zen payroll. Overall we had been happy with their services until this year. Even last year, when the pandemic was at its worst, customer service was always there to answer questions. On September 30th we had an urgent month end payroll issue that we needed resolved. I was on hold waiting for customer service for OVER 2 HOURS and then gave up and sent an email. I tried again the next morning when they opened and this time they finally answered after an hour. It then took another 45 minutes to get the matter resolved but at least this was while working with a live human. If you do not mind wasting 4 hours on a question that should have been answered in 15 minutes then by all means use Gusto. What prompted me to write this review today was that it is now November 5, 2021 and I finally received a response to the email from September 30th and it did not even answer the question we posed. There was a time when this was a great payroll service but that time has passed. We are shopping for a new one and I strongly recommend that you avoid this one.

[Gusto is a] very simple, yet powerful payroll solution that doesn't break the bank. Love the integrations it has with other software, as well as the thoughtful touches in the platform encouraging me to be a better leader. Excellent platform that seems to get better and better and grow along with us. Highly recommend!

There are a lot of apps & software companies vying for independent contractor payroll services. Gusto is the best one I've used and [the only one] I've been able to use that combines payments from multiple vendors. For me, this is key because it allows me to have one site, one logon for getting paid.

Gusto is one of the most widely known payroll software which is indeed a very well-rounded one. I have been using this tool for a couple of years now and I am seriously hooked. It is quite secure and has allowed us to a great extent to easily manage all our employment details. This tool has resolved all the queries regarding where to derive tax documents from. Payroll can become a very tedious and mundane task and this has catered to it so well. The customer service of this product is also really supportive and accommodating. Overall, it is an incredible platform. We always got the customer support we required in a timely manner. I have no complaints associated with their customer support as they have always accommodated my issues and queries on an instant basis.

We use Gusto across our entire team to track working time. It helps resolve the issue of the being forced to count all of the hours through the week to make sure that you are not exceeding your hours. It also reminds workers to take a 30 minute unpaid break.

Payroll

We use Gusto at our entire company to manage HR, payroll, and benefits administration. It was supposed to be our fully-managed solution to make payroll and benefits easy for our rapidly growing company.

We use it for payroll, time off, benefits, and expense reimbursement

We have been with Gusto since 2018, but we cannot in good conscience recommend them to any businesses, small, medium, or large. Their software is faulty and their customer service is never available to help. Holidays are not added properly to payroll even though we are on their Complete plan with "automated PTO/payroll syncing". Our 401(k) matching contributions are not calculated properly because their software doesn't use all eligible wages before calculating the 401(k) match. The list of issues goes on. It takes Gusto ~ 2 weeks to answer emails. We sent them an email 3 weeks ago and we have yet to receive a response!!! It always takes them many days or a few weeks to get back to us (when they do reach out). And when we get a response, they simply don't address the problem or cannot solve the issue. Gusto is either disorganized or growing too fast. They are no longer a viable solution if you are looking for reliable payroll software and responsive customer service. We're considering leaving them in 5 weeks and starting 2022 with a more robust platform.

We use Gusto to run payroll for our small business.

We have been using Gusto across our entire company for about two years. It has extremely streamlined our payroll processes. We used to have 10 different spreadsheets to track different things, hours worked, PTO, etc. Gusto takes care of all of that for us in one centralized location.

I've been really impressed with Gusto. The pricing is pretty good and it comes with a lot of the features we wanted. Most importantly, they take care of all the tax issues and will answer questions, so I can make sure that all our filings and tax payments are being done correctly and on time.

We use them for tracking hours for hourly workers, filing payroll, making the wage and tax payments, and a few of their other bonus features.

We use [Gusto] to track time within our company. Basically it works as a punch in and punch out software but the nice thing about it is that it also initiates payroll within the system. For our business that saves time gathering time card information and then inputting it in a separate payroll software. This combines the two and saves a bunch of time at an affordable price.

I've used Gusto happily and easily for my small business for over 2 years. Their interface is fairly easy to use, but two recent simple issues with employee tax forms have taken over a month to resolve by [what I feel is] their poorly staffed customer service department. [I believe] their service is extremely slow and their staff ill-equipped to reply and resolve issues creating an embarrassing situation for me with my employees.

We began using Gusto quite recently, and were pleased to find that they had done a lot of the forward thinking required to help team members join a company, have the necessary forms and payroll tie-ins taken care of, and track time off requests. Our company is using it for all of our team members and it has helped us bring the HR functions into one.