[In My Opinion] Not What They Used To Be - Buyer Beware
September 20, 2021

[In My Opinion] Not What They Used To Be - Buyer Beware

Evan Wade | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

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.
  • Technology is pretty good.
  • [I feel the] customer service is dreadful.
  • [In my experience,] they will take up to a month to respond to your inquiries.
  • [It] does not properly understand state tax registration.
  • Payroll solutions
  • Benefits administration
  • Negative impact - lost thousands

Do you think Gusto delivers good value for the price?

No

Are you happy with Gusto's feature set?

No

Did Gusto live up to sales and marketing promises?

No

Did implementation of Gusto go as expected?

No

Would you buy Gusto again?

No

Their website is easy-to-use for the most part and is probably good for small companies who don't have needs like more complicated companies. [I feel] it has slowly gone downhill and as of the last few months, has been a complete nightmare to deal with, costing my company thousands of dollars in the process. [In my experience,] if you have any sort of problem with them, expect to wait a month for any kind of response - and no solution. [In my opinion,] if you expect to be a growing company, do not go with Gusto.

Gusto Feature Ratings

Pay calculation
3
Benefit plan administration
1
Direct deposit files
10
Salary revision and increment management
8

Gusto Support

[I believe that they have] absolutely dreadful customer service. If you need any kind of help from them, good luck. They're generally nice people, but [in my opinion] completely useless. [In my experience,] you'll need to follow up with them multiple times, and if you're lucky you'll get a response in a few weeks.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes, we have their highest concierge plan - [I feel] it is a complete waste of money. There's no such thing as concierge service with them.
No, [in my experience,] they've never provided exceptional support for us. [In my opinion,] it was mediocre and has only gotten worse.