Gusto drops the ball in customer service
January 07, 2022

Gusto drops the ball in customer service

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

Overall Satisfaction with Gusto

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.

Pros

  • Easy to run payroll
  • Great onboarding that can be customized

Cons

  • Tax support has incredibly long wait times
  • Support in general is not very responsive
  • Accountant access so you can quickly toggle between clients
  • Time tracking
  • Clients have lost trust in Gusto and are exploring other providers
  • Cost for payroll is comparable to other small business payroll options
  • For higher cost you can get HR and Benefits management services
Neither Gusto nor QB Payroll offer dedicated support. The cost of each is comparable with Gusto being a little higher on average. QB is glitchy from all of their recent updates (2020-2021). Tech phone support can take a minimum of an hour per issue. Gusto used to be very responsive to support issues, within 24-48 hours. Now they are nonresponsive. Average wait for a tax related issue is now 45-77 days. Both services now have tax guarantee. QB still doesn't provide all the state payroll tax filings (i.e. WA LNI). Gusto has a 3rd party service that will help you get registered in other states as needed.

Do you think Gusto delivers good value for the price?

No

Are you happy with Gusto's feature set?

Yes

Did Gusto live up to sales and marketing promises?

No

Did implementation of Gusto go as expected?

Yes

Would you buy Gusto again?

No

I've had less technical issues with Gusto than with Quickbooks Payroll. Gusto's biggest problem is customer service. Payroll and taxes are important issues that small businesses need answers for quickly and Gusto totally drops the ball on this.

Gusto Feature Ratings

Pay calculation
10
Benefit plan administration
9
Direct deposit files
10
Salary revision and increment management
6

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