Gusto

Gusto

Customer Verified
Score 6.9 out of 10
Gusto

Overview

What is Gusto?

Gusto offers payroll, benefits and compliance capabilities. Gusto is scaled for small to mid-sized businesses, and emphasizes an easy to use interface.
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Recent Reviews

No More Headaches

9 out of 10
October 11, 2022
I discovered Gusto while looking for a payroll platform that allowed for custom tax withholding options. One of my employees had a unique …
Continue reading
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 6 features
  • Direct deposit files (136)
    8.3
    83%
  • Pay calculation (134)
    8.1
    81%
  • Salary revision and increment management (115)
    7.7
    77%
  • Benefit plan administration (93)
    6.3
    63%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Simple: A streamlined set of automatic payroll features and benefits integrations

$40/month + $6/mo per person

Cloud
$12 per employee/contractor

Plus: Comprehensive payroll, benefits, and HR tools for employers building a great place to work

$80/month + $12/mo per person

Cloud

Premium: Scalable payroll and benefits, expert HR, and dedicated support for the complex needs of growing teams

Exclusive pricing, contact Gusto

Cloud

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://gusto.com/product/pricing?utm_s…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $40 per month
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Features

Payroll Management

Provides for pay calculation and benefit plan administration, in addition to managing direct deposit, salary revisions and payroll tracking.

8.1Avg 8.2
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Product Details

What is Gusto?

Gusto is an online people platform that aims to help small businesses take care of their teams. According to the vendor, their products and services help customers onboard, pay, insure, and engage their team in one integrated, easy-to-use platform used by over 200,000 modern employers. Gusto aims to make taking care of teams a joyful experience, while helping users manage their bottom line and stay compliant. Gusto promises that users will feel like a pro no matter how complicated the situation.

Full-service payroll - According to the vendor, Gusto makes running payroll easy. Gusto automatically calculates and files payroll taxes, help keeps companies compliant, and provides awesome support.

Benefits that work for any team and budget - Gusto aims to make offering employee benefits a reality for any small business. Whether an organization is buying health insurance for the first time or wants to integrate an existing plan with payroll, Gust can provide expert guidance. They'll help with add-ons like 401(k), life insurance, and commuter benefits, which the vendor says allows companies to create a competitive package that attracts and retains employees. The vendor promises their modern, intuitive software and team of licensed advisors helps customers navigate benefits with confidence.


Gusto Features

Payroll Management Features

  • Supported: Pay calculation
  • Supported: Payroll history for each employee
  • Supported: Benefit plan administration
  • Supported: Direct deposit files
  • Supported: Payroll tracking and auditing
  • Supported: Salary revision and increment management

Gusto Screenshots

Screenshot of Flexible, automated payrollScreenshot of Time-off trackingScreenshot of The source of truth for HR data

Gusto Video

Gusto Integrations

Gusto Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish, Spanish

Frequently Asked Questions

Gusto offers payroll, benefits and compliance capabilities. Gusto is scaled for small to mid-sized businesses, and emphasizes an easy to use interface.

Gusto starts at $40.

Paychex Flex, ADP Streamline Payroll, and QuickBooks Online are common alternatives for Gusto.

Reviewers rate Reimbursement management highest, with a score of 9.5.

The most common users of Gusto are from Small Businesses (1-50 employees).
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Comparisons

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Reviews

(1-25 of 154)
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Score 5 out of 10
Vetted Review
Verified User
I use it for hiring, running payroll, time tracking, and self-administering benefits.
  • track time off
  • easily pay employees and contractors
  • easily hire
  • Not enough flexibility with pay periods. For monthly payrolls in WA state, I'm required to pay the 1st-24th of the month by the end of the month. To have payday be the last day of the month, the pay period sometimes ends on the 24th, sometimes the 25th, and February there is no option to be in compliance as it pays up to the 22nd only.
  • When an employee maxes their IRA contribution for the year, Gusto stops making employer contributions even though the company is required to pay a % of total income for the year, not only during pay periods in which the employee contributes.
  • Gusto was not including all reportable earnings to our state family medical leave program. This caused my employee to be denied benefits over her maternity leave. Thankfully she appealed their decision and after I provided payroll reports the PFML program identified the issue with Gusto's reporting and approved her payments. This all took several months though and Gusto still has not contacted my employee to apologize for their error despite me asking them to do so on a couple occasions (and it being the least they could do!)
  • A few years ago I started the process of having Gusto administer our health insurance benefits. The process was a nightmare and I ultimately decided not to have them do it, however without my signature they had already started changing it over.
  • Customer service is awful. It's almost not even worth sending an email since it takes months to get a reply and then they often don't address the problem but say "let us know if you need anything else" in which case you will wait another couple months for a reply if you even get one.
If you are a very small company with no benefits and only a couple employees and/or contractors it would be fine. If you expect to grow or have many benefits I would recommend looking elsewhere.
Score 6 out of 10
Vetted Review
Verified User
We used Gusto for six years. We used it as payroll software as well as benefits administration and brokerage. It was our one stop shop for HR.
  • Graphic Interface is very cute and pleasant to look at it.
  • They make everything really simple.
  • Super intuitive to use.
  • The customer service is ridiculously slow.
  • The customer service is not always helpful.
  • The benefit administration is lacking in value.
If you have a small company with a straightforward payroll, you could consider Gusto, especially if you want to be as hands-off as possible with a system that does most of the work for you. If you value responsive customer service and engaged benefits management, Gusto will not make the cut.
Jackie Ramieri | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
We transitioned from another payroll / HR system to Gusto in December of 2022. Gusto's pitch was that they would automate all of our onboarding for tax registration and would automate filing our quarterly taxes.
  • Nothing
  • In my opinion, the support is terrible
  • From my experience, sales people disappear as soon as you are sold
I would love to give Gusto a zero, but the system will not allow it. I have been trying to get support for a month on Q4 2022 quarterly tax filings (which are about to be late because Gusto will not reply), Kentucky state employee tax registration (which is overdue), and discounting that was to be applied to our account and was not. After repeated (to the tune of 20+ emails) emails and phone calls, there is no one with any level of care or knowledge who is willing or able to assist. At this point, I'm going to pay our CPA additional fees to file the quarterly taxes because they are late. There is no escalation process. No manager to speak with. I would HIGHLY NOT RECOMMEND this solution.
From my experience, support is absolutely horrific. I wish I could give them a negative rating.
Jonathan Wagner | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
We use Gusto for our HR payroll and benefits management for our US employees.
  • Payroll and deductions
  • Benefits Management
  • Support
  • Communication
  • Follow-Up
Currently, I don't like much of anything about this company. During my experience with them, they made a mistake on our benefits re-enrollment causing all our US employees' health care to lapse. I understand mistakes happen, make plenty of them myself, however, Gusto has provided no response to support emails, no follow-ups on phone calls or escalations, and, apparently, have no ability to correct the mistake. During this ordeal, our team has had no health care coverage for nearly 2 months and when you do eventually speak with someone, they just say, "everything looks good in our systems. It may take 30 days or more for the healthcare provider to update their records. In the meantime, keep track of any out-of-pocket expenses and once the provider fixes our mistake you can then submit for reimbursement". Ever tried to see a doctor without insurance in the US ... well it is a terrible experience and crazy expensive.
In my opinion and based on my experience, they offer no follow-up on critical issues. Calling or emailing support to discuss critical issues - like, hey, I don't have health insurance because of a mistake your team made, results in NO response, ETA, or follow-up status. I believe this is very poor customer service. The reps we speak with just are "understanding", but even escalation to Tier 2 still results in no follow-ups.
Score 10 out of 10
Vetted Review
Verified User
I use Gusto on a weekly basis for all of my payroll needs for both of my companies. It's fast and easy to learn and use. They take care of all of the new hire onboarding paperwork with new staff members and hire the new staff paperwork with the state for me. Everything is easily contained in one location for easy access to retrieve payroll and employee documents. At the end of the year they email and mail employees copies of their W-2 so you don't need to print it out and manage it yourself. The functionality is fantastic and it's an absolute breeze. I can easily hire and send a new employee new hire paperwork to fill out digitally in less than 5 minutes and I don't need to keep multiple hard copies stored on site for my business since Gusto takes care of all of that. They also have very sweet reminders about employee anniversaries and birthdays so you can send out happy birthday digital e cards to get signed by the rest of the employees to be delivered on the birthday employee's birthday. Highly recommend using Gusto!
  • New hire paperwork
  • Employee birthday reminders
  • Easy to navigate
  • Visually pleasing layout
  • Employee paycheck contributions to charities
  • Keeping all of my payroll documents in one place for easy access
  • Easy distribution of W-2s at year end
  • The integration of two businesses in one profile could be streamlined a little better. While it's not difficult to navigate between the two on a computer, it is difficult to do so from the mobile capacity
  • Reminding you on not just employee birthdays but employee work anniversaries would be really nice
  • Prompting for an including pronouns for new hire staff in the welcome email to existing staff would be much appreciated
Gusto is great for the small business owner who wants to spend less time on payroll and more time running their small business. It is easy to use and easy to run each week and hiring or dismissing an employee is an absolute breeze. The customer support staff are incredibly helpful and it integrates easily with QuickBooks Online to help my bookkeeping and accounting sync together with my payroll each week. Highly recommend Gusto for anyone looking for an easy payroll and onboarding solution for their employees regardless of their team size.
Score 10 out of 10
Vetted Review
Verified User
Gusto provides payroll for our company, and we originally switched to it for improved ease of use compared to our prior payroll provider, whom we had to call into each pay period. Gusto, being natively online, is modern and overall better than who we'd used previously. We saved about 50% as well. We also went remote fully prior to the COVID-19 pandemic setting in. During the pandemic, we had an employee move out of state, and Gusto proved to be super easy to setup for the new state, including ensuring we were properly set up to pay local city taxes in addition to the new state taxes. As the company owner, I've hired employees and contractors since using Gusto, and have converted some contractors to full-time employees. Gusto makes this easy as well, and having an intuitive platform that I trust to calculate deductions and everything else, frees my time up to do paying work. Oh, and Gusto is fully integrated into my bookkeeping software, QuickBooks Online, so when I approve a payroll, there's nothing more for me to do from a bookkeeping standpoint.
  • Handles federal, state, and local tax withholdings
  • Easy onboarding of contractors and W-2 employees
  • Real-time access to paystubs and W-2s
  • Intuitive, natively online platform
  • Seamlessly integrated with QuickBooks Online
  • Some items take too many clicks to get to, like paystubs
  • I'd like to permanently skip some features I don't use, like sick time tracking
  • At times, reminders can become redundant
I have recommended Gusto to multiple colleagues! For anyone just starting out, or managing a smaller team, Gusto should be your first choice for payroll. It's very affordable, yet full featured. Keeps you compliant from a tax perspective, will track benefits if you want to, provides real-time access to any report of document you may need, as well as allowing for easy employment of staff across multiple states. In the era of WFH and work from anywhere, Gusto gives you the freedom to manage payroll from anywhere with an internet connection as well.
October 24, 2022

Best Solution So Far

Score 9 out of 10
Vetted Review
Verified User
We use Gusto for payroll. We subscribed to the Concierge service level because we had had problems with customer service at previous payroll processors. The subscription levels are changing, so we are unsure how this change will affect their service. We also switched our 401(k) administrator to be the one integrated with Gusto.
  • The self-service aspect of the software is very nice. We rarely need to get customer service involved.
  • For the first 2 years of our subscription to Gusto, customer service has been good when we needed it.
  • We have also had good experience with third parties recommended by Gusto including a 401(k) administrator, R&D tax credit analyst, and background check software.
  • Gusto has frequently updated its software and moved things around. It is frustrating to constantly hunt for things when they are not where they used to be.
  • Gusto just changed its subscription levels and though it remains to be seen exactly how this will affect us, it seems like the change is less service for more cost.
  • Gusto will make deposits to our bank account for refunds of various taxes but does not give any detail regarding exactly why we are receiving the deposits.
Gusto has worked well for us as a small company. I've heard that as your employee count increases, Gusto may kick you off of the platform. It was particularly useful for us because at the time of implementation we did not have an HR specialist on staff, so we were able to use their HR specialist as part of the Concierge package.
Josh Winnegrad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Gusto is our core HR platform. We use Gusto to manage and run payroll, pay contractors, pay taxes, complete and file required tax/compliance documents, and provide employee benefits. We wanted an easy to use, cost-effective tool to handle payroll, benefits, taxes, and all the HR paperwork and Gusto has been an excellent solution for years.
  • Manage and run payroll
  • Pay contractors
  • Provide employee benefits
  • Complete and file tax/compliance documents
  • Reporting is the weakest part of the platform and needs a lot of work, but it's serviceable as is.
  • More benefit options would be nice, but it's good as is
I have recommended Gusto many times over the years. At some point Gusto may not be scalable enough for larger organizations, but I have not experienced any limitations.
Robert Lloyd | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I needed a better payroll system. I've tried the local big name ones and the reps all leave within a few months. Gusto is so much easier to process payroll. New employees can sign up and do all the paperwork on their own. Super easy. Fees are similar or better than the others.
  • payroll reporting
  • workers comp reporting
  • employee sign-up
  • payroll processing
  • scaling back for just doing reporting
While having just 1 employee on payroll gusto makes it very easy. Having more would be even better as it would lower the average per employee cost with the monthly fees.
Score 9 out of 10
Vetted Review
Verified User
Having used local payroll companies with increasing rates, bad service, and reps that disappear made moving my payroll to Gusto easy. The reports are fine, the website works well and support has been available when needed. The pricing is simple and easy to figure out. No more calculators is needed for that. The portal sends reminders and you can automate a lot of it.
  • payroll is quick and easy.
  • Labor Dept reporting is automatic.
  • Workers comp is easy.
  • Turning off monthly payments if you want to pause payroll.
If you need any payroll service, Gusto is easy to use and handles all the tough stuff the small business owner doesn't have time to do.
October 14, 2022

Gusto is great!

Score 9 out of 10
Vetted Review
Verified User
Onboarding and Payroll Gusto makes both very easy!
  • Onboarding is super easy for me and my employees.
  • Payroll is easy to enter.
  • Customer service is very quick and friendly.
  • Recently, they have let the ball drop a bit with submitting some state forms on time.
  • Other than this recent issues with timely forms, they have been great!
Our day-to-day needs are met with ease. Our employees are able to onboard super quickly and easily, and their pay is consistently delivered. On my end, entering my employee's work times is quick and painless. The fact that Gusto runs in the background with very little thought on my end (other than the recent issue with submitting some state forms in a timely manner), is a testament to how well they do.
October 11, 2022

No More Headaches

Score 9 out of 10
Vetted Review
Verified User
I discovered Gusto while looking for a payroll platform that allowed for custom tax withholding options. One of my employees had a unique tax position that Gusto could easily accommodate, unlike many other platforms.
Payroll was a breeze each week as Gusto took care of everything for you, including filing and paying the necessary taxes. When there was an issue during the onboarding process, Gusto was there to quickly remedy the problem.
  • Easy Payroll Execution
  • Worry-free Tax Filing
  • Expandable
  • A little difficult to integrate with QuickBooks
  • Allow seasonal businesses to pause their accounts
Gusto worked well for our food truck business with several part-time employees. Gusto is also set up for much larger businesses with many employees. As a small business owner, paying someone to run payroll each week was out of the question, yet spending hours and hours trying to do it yourself was impossible. Gusto made it a simple process from the setup to filing the necessary taxes. It was as simple as entering the number of hours each employee worked and hitting 'Submit'.
Score 10 out of 10
Vetted Review
Verified User
Rising Sun Accounting is a part of Gusto's Accountant Partner Program. We provide our clients with payroll services through Gusto. Gusto provides clean and efficient software for payroll processing. We use Gusto to process payroll for over 50 of our clients.
  • Payroll Processing.
  • Customer Support.
  • Reporting
  • The website is occasionally slow, but this has improved over the last year plus that we've been using it
Gusto is great for processing payroll. Not sure about using it as a benefits broker.
Score 7 out of 10
Vetted Review
Verified User
Gusto is great! It is easy to input employees' hours and keep track of it. Employees get paid promptly, and it is an easy, streamlined process. My favorite perk is that when it comes time to file taxes, Gusto is connected to Turbo Tax and automatically populates employees' W2s! Our old payroll system was not great. We were constantly dealing with timing issues and no pay until three days after payday. Gusto makes the whole payroll process bearable and easy! The benefits of using Gusto are the Turbo Tax integration, the Gusto savings account, and ease of use.
  • Providing payroll reports.
  • Connects to Turbo Tax for employee taxes.
  • Easy to input hours.
  • Multiple withdrawals for payroll, employee, and employer taxes.
  • QuickBooks integration would be nice.
Our old payroll system was not great. We were constantly dealing with timing issues and no pay until three days after payday. Gusto makes the whole payroll process bearable and easy! The benefits of using Gusto are the Turbo Tax integration, the Gusto savings account, and ease of use.
September 01, 2022

Simple payroll!

Score 10 out of 10
Vetted Review
Verified User
I am the primary payroll and HR contact for my company, so I utilize Gusto for all things payroll, PTO, overtime, and raise-related.
  • It simplifies the payroll process so much, I cannot emphasize that enough.
  • They post reminders for onboarding in the hiring process also which is nice.
  • I have only used it a little over a year, so I have not identified any product gaps yet.
I think for its cost, Gusto is excellent for businesses our size (11-50), but I can see this being scalable beyond that size even. We plan to use it beyond that threshold at least. Small business payroll and HR software are serviced well by Gusto.
Score 10 out of 10
Vetted Review
Verified User
We use Gusto for payroll, time tracking, onboarding, and other benefits tracking (like sick leave and paid time off, or bonuses). It has made it easier to keep everything employee related all together in one place and get our employees paid in a very timely manner, without the need to question what day our paychecks will arrive in our bank accounts.
  • Payroll
  • Time Tracking
  • Onboarding
  • Benefits Tracking
  • GPS tracking for Time Tracking
  • Entering in Time Off Requests
Gusto is definitely a go-to if you want ease in tracking everything related to your employees. From onboarding them and tracking what you still need for that process to getting them set up on the mobile app, and from tracking their hours worked to getting them paid in a timely manner, Gusto handles it all for you!
Score 9 out of 10
Vetted Review
Verified User
Gusto is used for a number of things, including payroll, onboarding, and Human Resources needs. Mainly, it is used for logging hours, payroll, PTO, sick time, benefits, tax forms, etc. Besides this, it also helps us keep track of employee birthdays and work anniversaries so we can celebrate our employees!
  • Payroll
  • PTO Tracking.
  • Onboarding
  • Customer Support.
  • Quickbooks Integration.
Gusto is great for an easy-to-use perspective of employees. Many find it to be user-friendly and easy to navigate. I feel like this tool works the best when you have someone on your team that is knowledgeable of the platform and can help other employees, as sometimes Gusto's customer support team can be difficult to get a hold of.
August 29, 2022

Gusto for the win.

Score 8 out of 10
Vetted Review
Verified User
I have two clients using Gusto as their payroll service provider. They complete all the payroll tasks, including payroll for employees, paying and filing all payroll taxes and forms due, etc.
  • Easy to use Payroll submission for employees.
  • Paying all payroll taxes and forms.
  • Easy to add new employees' info.
  • Some reports are a little harder to find exactly what you need.
  • Cannot easily adjust withholding taxes on specific payroll checks - need to contact support.
Great for clients with just regular payroll and normal deductions. Doesn't work great with complicated payroll (construction-specific work, etc.).
Score 1 out of 10
Vetted Review
Verified User
We used Gusto to process payroll, pay payroll taxes, and manage health insurance benefits. The interface is clean and user-friendly. The functionality is very good. The customer service and support are the worst I've ever experienced in over 30 years of processing payroll and/or benefits administration.
  • Customer Interface
  • Efficiency Processing Payroll
  • Timely File Payroll Tax Payments
  • All customer service functions are routed to people who cannot help
  • No dedicated Account Manager
  • 4 to 6 day response time to emails
  • No direct contact to Customer Support
  • For me it was virtually impossible to reach a live person to discuss issues.
  • No last names, direct phone number, or phone extensions.
  • Zero sense of urgency.
This service may be useful, and affordable, for very small businesses that only need to process payroll and have payroll taxes paid.
It took 1 month to reach a live person that I could talk to in order to resolve a simple problem. Gusto was deducting the incorrect amounts from employee paychecks for health insurance benefits. After giving Gusto the exact amounts that should have been deducted, Gusto failed to update the deductions. Incorrect deductions amounts were processed for 2 entire months after the request to make the change was submitted.
Score 4 out of 10
Vetted Review
Verified User
We use Gusto for payroll, automatic deposits, quarterly payroll taxes, and related paperwork for both employees and independent contractors.
  • Scheduled automatic payroll and deposits
  • Easy to use employee portal
  • Difficult to contact customer service. Website links go in a circle.
  • Site glitches that suggest products/services no longer available (Covid leave benefits).
I feel that as Gusto grows, it's becoming more and more difficult to use. In my experience, it's harder to contact customer service and when you do find a way to contact customer service, the service agents don't know as much about the product as they use to, and questions may or may not get answered. I've had to contact them several times about the tax paperwork I've received before getting a reply. More recently, their website suggested for me a Covid Family Leave option for my employee that expired nearly a year ago. I'm becoming increasingly frustrated with Gusto.
July 13, 2022

Gusto Review

Score 8 out of 10
Vetted Review
Verified User
Gusto is used for a number of reasons. It keeps track of all employees and contractors within the company. It is used for logging work hours, payroll, PTO, sick time, benefits, tax forms, etc.

It helps keep all of the paid work and paid workers organized. It also helps keep track of birthdays and work anniversaries.
  • Payroll
  • Benefits
  • PTO Tracking
  • Maternity leave benefits execution/tracking.
  • Contractor benefits.
  • Login functionality.
It works for any small business that is trying to keep track of its payroll. It works for companies that have employees and contractors. It also works for companies that want to avoid time clocks, punch cards, setting their own reminders for tax and payroll deadlines, as well as other important dates throughout each year.
Score 1 out of 10
Vetted Review
Verified User
If I could give Gusto a negative rating I would. Their software is "relatively" easy to use for simply posting payroll and having new employees enter their data - beyond that the software and support are horrible. The support team is offshore and not trained in payroll, they are trained in using the software. The support hours are limited. Reporting is nearly non-existent. There are reports though they are immature and difficult to access. I've yet to get a decent report with an easy-to-use layout that works. We work with MANY other payroll companies and this one is the worst.
  • Easy for employees to upload their data
  • Simple payroll input and running payroll
  • Support Hours
  • Reporting
  • User interface
  • Support knowledge and training
If you have 5 or fewer employees and do not keep monthly financial records for your business.
Score 2 out of 10
Vetted Review
Verified User
Gusto's platform is fairly easy to use, but if you have an issue, getting help resolving the issue will be frustrating, and time-consuming, and the issue probably will not get resolved.
  • Platform is fairly simple to use
  • Poor customer service. Today's issue was Gusto not depositing our payroll due to a Gusto system error, which they admitted. They will not do anything to resolve the issue. When we submitted payroll on time 2 days ago, their online system said that payroll had been submitted successfully. It showed a detailed list of how much each employee would get paid, the direct deposit amounts, etc. Today, on payday, our employees did not get paid. I logged into Gusto and it said that payroll had not been submitted. I reached out to Gusto customer service, and their response was: "Thanks for letting me know! We are currently having a system error. I checked with our engineering team and they said that they are actively working on a resolution to fix this. Our engineering team advised me to tell you that clear your cache & cookies as well, they are already on this and will be fixed sooner." So then I asked them to help me expedite payroll to get our employees paid sooner than 2 days, which is their standard. They said that expedited payroll can be processed in 2 days and there is nothing they can do. I have gone around and around with them for almost 2 hours, and they keep saying there is nothing they can do. They caused the problem, they admitted that they caused the problem, and they are refusing to fix it. Not paying your employees on time is a REALLY big problem, and Gusto is responding like this is the level of urgency of getting a FedEx package a day late for a shirt I purchased online. I am completely baffled. This is the 2nd time that Gusto customer service has been completely unhelpful in resolving the issue - this time, some of our employees may not be able to pay their bills on time.
  • Gusto bombards employers and employees with sales pitches for other non-payroll-related products.
If you want a system that is fairly easy to use, Gusto is good. The platform is not completely intuitive, but it's fairly easy to use. If you want to customize policies, etc, it takes a little bit of work and you may not be able to get the system to do what you want it to do. If paying your employees on time is important, I would not recommend Gusto as it does not seem to be one of their values. If you do not have a lot of spare time to resolve issues when they arise, do not use Gusto. I literally spend 1-2 hours talking/chatting with them each time we have an issue. It is frustrating. It does not seem that they train their customer service reps very well, and they are not empowered to resolve issues except inside an extremely narrow set of parameters. If there is anything unusual with what you need ("unusual" meaning pretty standard requests but not everyday occurrences), they cannot help you.
Andrew Newman CPA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Gusto for all our payroll needs and for the needs of our client's payroll. Gusto does an exceptional job handling the onboarding compliance with employees which reduces the burden on small businesses like myself.
  • Process Payroll
  • Onboard Employees
  • Support
  • Simple Interface
  • Clear communications
  • Tax Compliance issues take a long time to resolve
  • Reporting is not as simple as I would like and I can't save modified reports
In a world where most payroll companies offer the same or similar services, Gusto separates itself from the masses by the quality of their support
Score 6 out of 10
Vetted Review
Verified User
We use Gusto to clock in and clock out in order to get paid. Gusto handles the payroll processing for our accountants. Gusto is used for all employees in order to get paid properly.
  • Handles state/federal taxes for each user
  • Handles direct deposit
  • The website appears simple enough for users
  • The Gusto website often times won't load the page you want and will load the wrong page multiple times before it will finally work
  • Gusto won't allow anyone to manually input a clock out time in the future. It will only accept the current timestamp or a previous timestamp
  • Gusto sends out multiple annoying emails
Gusto appears to be successful on the accountant side because the users who handle the payroll side seem to like this product. Most users do not like using Gusto because of its annoying inconsistencies. It might work well enough if all you need to do is manually input start/stop times without using the clock-in feature.
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