Gusto is a Disaster
November 23, 2021

Gusto is a Disaster

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

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.
  • Minimalist platform
  • Good for simple payroll
  • Faulty software
  • Unresponsive customer service
  • No accountability
  • Negative ROI (we're spending too much time contacting Gusto to fix issues and problems are not solved in a timely manner)

Do you think Gusto delivers good value for the price?


Are you happy with Gusto's feature set?


Did Gusto live up to sales and marketing promises?


Did implementation of Gusto go as expected?


Would you buy Gusto again?


QuickBooks Online, Guideline, Notion, Google Workspace (formerly G Suite), HelloSign
I am not sure if Gusto is actually a viable solution, no matter the size of the business. If you need top-notch software, Gusto is not the right solution (based on our experience). If you need to reach out to customer service and receive an acceptable answer in a reasonable amount of time, Gusto is not the right solution either.

Gusto Feature Ratings

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

Using Gusto

3 - Owner, payroll administrator, employee
  • Payroll only (Gusto is not our benefits administrator)
  • We are probably leaving Gusto at the end of the year. It's no longer a viable solution for us or a reliable platform.
I already explained. Poor, unresponsive customer service AND faulty software.