Overall Satisfaction with Gusto
In my opinion: RUN RUN RUN! I believe it was great, until it wasn't! In my opinion, Gusto is not at all what it use to be. I feel anyone considering it should RUN! Personally, I loved this product because the interface has been so nice. It's easy to use for the employees. You can track all of your PTO, benefits, hours, employee paperwork, etc. Throughout my experience, this was all great until the last year. I believe that the customer service is now outsourced to another country and, in my opinion, many of the representatives can't understand complex questions outside of their script, especially if not spoken in their native language. While this part was irritating, it was not enough to make me switch because I could generally figure things out on my own in the end, eventually. HOWEVER, now we are switching. In our experience over the last 2 years, I believe Gusto has been withholding social security tax and not paying the IRS in a timely manner. During my experience using it, I got a letter from the IRS stating that I owed thousands of dollars. When looking back through Gusto, I confirmed that Gusto did, in fact, charge me for the money...so where did it go!? I believe no one at Gusto can tell me. So now, it feels like Gusto is holding thousands of dollars from my company. During this ordeal, I have called and emailed for months with what I believe is no response. During my experience with customer service, they continue to say "we are looking into this", but cannot give me answers. In my opinion, this is absolutly terrifying. When the internal tax team member from Gusto did finally reach out, I feel they did not answer any of my questions via email and I feel they refused to schedule a time to discuss this complex issue over the phone. In my opinion, this is a critical tax issue and I believe I can only ask 1 question at a time through email, which makes me feel like I am waiting 3 weeks in between each email, especially when they do not respond right away. In my experience, when I call, they tell me "only the internal tax team can handle this issue, so you must email".
- The interface system is clean and easy to use.
- Employees find it user-friendly and easy to use.
- In my opinion, customer service is horrible.
- In my experience, they don't respond to critical questions for months.
- During my experience, I believe they continued to incorrectly file tax documents, which resulted in penalties.
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?