In My Experience Gusto is a Nightmare to Terminate
March 09, 2022

In My Experience Gusto is a Nightmare to Terminate

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

Overall Satisfaction with Gusto

In my opinion, Gusto has terrible customer service. We've moved to a Payroll Employer Organization (PEO) model and in our experience, Gusto absolutely refuses to terminate our benefits with the current carriers even though we've notified them 3 times already. It feels like they just want to gouge the company for commissions. Buyer beware - I believe their benefits are more expensive than other platforms and very slow service from Gusto in my experience.
  • Cute web interface
  • Security when calling in
  • Customer service for termination of service absolutely missing in my experience
  • I believe the Gusto team avoids work altogether when filing taxes, registering companies in different states, and payroll
  • In my opinion, poor knowledge of customer service staff on payroll and benefits
  • Employee interface is easy
  • I believe Gusto makes its money through the high benefits premiums to employers like myself
In my opinion, Gusto cannot compare to Paylocity in terms of service or premiums.

Do you think Gusto delivers good value for the price?

No

Are you happy with Gusto's feature set?

No

Did Gusto live up to sales and marketing promises?

No

Did implementation of Gusto go as expected?

Yes

Would you buy Gusto again?

No

Most other HR platforms are willing to help and will graciously help transition to another payroll or benefits provider when the time comes. I believe that Gusto on the other hand, absolutely tries to avoid filing payroll taxes, filing registrations in different states for unemployment, terminating benefits, or even taking suggestions for improvement. I've filed 2 tickets with them to try and terminate benefits and in my experience, all they do is state that benefits will continue and they keep on getting the benefit premiums. In my opinion, absolutely terrible customer service that does not respond.

Gusto Feature Ratings

Benefit plan administration
6
Direct deposit files
8
Salary revision and increment management
2