Gusto has some growing up to do still.
October 24, 2019

Gusto has some growing up to do still.

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

Overall Satisfaction with Gusto

Gusto is a payroll and benefits provider. We use the system to provide payroll to all our employees and 1099 contractors.

In an ideal world, Gusto makes it easier to ensure payroll and HR compliance by workflowing elements of HR processes such as onboarding and termination. The greatest strength in Gusto is the theoretical integration with a number of other services such as Expensify, Xero and learning management softwares.
  • They have the best benefits comparison system of any of the systems I have trialled as we attempted to navigate benefits. (we did not purchase through Gusto)
  • If all employees and contractors are on direct deposit, payroll is very streamlined.
  • Gusto is very effective at invoicing the business owner.
  • In the scenario of our particular case, client feedback was ignored for months. On several occasions, by the time we received any interaction regarding the client feedback, it was months past, and frankly I have little interest in helping this organisation improve at this point.
  • By our observation, communications regarding tax errors made by Gusto have taken months to appear. The resolution was faster than communication, however, a communication to affected customers should have been provided as soon as the error was identified.
  • The "integration" with Xero was weak and perfunctory. I have no way to determine which categories my personnel expenses fall into and we were unimpressed with being forced from Xero to Gusto in the first place.
  • We did not try any of the other integrations as we had to cancel our Expensify subscription to cover the cost of our Gusto subscription.
  • Gusto will charge for all employees on the books - regardless of if they take a wage that month or not. Therefore, inactive employees cost quite a bit of money annually. This cost should be taken into account when compared to alternatives.
  • The "Direct Deposit" authorisation provides Gusto with permission to remove money from employee bank accounts. Frankly, this is not an acceptable risk to employees, however, is standard across the industry. (for example: what if the system is hacked and used to remove money from all employee bank accounts?)
  • Gusto has cost us a substantial amount of money in the past 12 months, which we hadn't budgeted for, however the cost of HR non-compliance is arguably larger. We intend to move from Gusto and Xero effective Dec 31st.
  • The amount of time required to rectify issues with a non-communicating HR provider was approx 10 days
  • Holding the tax for so long has been difficult to adjust to in the cashflow of the business.
Support for issues took months to resolve.
Disgruntled feedback was left unattended by Gusto for months.

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If you want the ability to manage your own benefits, have a small team, and appreciate pretty and expensive apps, I think Gusto is probably a good solution.

Gusto Feature Ratings

Pay calculation
Benefit plan administration
Not Rated
Direct deposit files
Salary revision and increment management
Not Rated