Good at automation, very bad at all other critical needs
February 24, 2022

Good at automation, very bad at all other critical needs

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

Overall Satisfaction with Gusto

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.
  • automations and integrations
  • low cost
  • user friendly
  • customer support
  • any critical tax related issues
  • response time
  • Customer service
  • payroll
  • benefits
Mostly switched due to cost when the company was 5 employees.

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As a payroll provider, I've lost confidence that anyone should use Gusto unless you are optimizing for cost. The penalty of poor customer service (also found in other reviews) hits hard when there is a critical problem that needs resolving.

Gusto Feature Ratings

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