Good at automation, very bad at all other critical needs

I have been using Gusto for several years now. I used to recommend it to everyone after switching from ADP. I'll try to give as fair a review as I possibly can to help others make a decision. The good news: If you are a small business and you don't have a large HR/Finance staff, Gusto can be a real-time saver. Typical of a software company, many processes are automated. The service itself is also fairly affordable at the base price. The bad news: Our company is now much larger (~60 employees) and our needs are slightly more complex. I have not experienced this with Gusto before, but we are trying to get a hold of their tax specialist team which is different from the general support team. The tax team has no direct line, will not give you a timeline on responses, and will not give you a status update. In fact, it took the general support team 1 week just to tell me that the tax team might respond in 2 weeks. This has resulted in our company waiting (and still waiting!) for a response on how to make edits to our tax documentation. I think all owners should seriously consider other alternatives to Gusto.