Gusto proves you get what you pay for
March 14, 2022

Gusto proves you get what you pay for

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

Overall Satisfaction with Gusto

I inherited Gusto for our payroll services when I started three years ago--it's cheap. A year ago, we added reimbursement for each employee for health benefits coverage. They advised how to set it up. In Jan '22, after speaking to another org, I found out that it should have been set up as a taxable benefit. So I called, and we fixed that (I'd say responsibility on that one was 50/50--I should have known). This required corrected W-2s which arrived (on 1/31) without any Federal or state withholding numbers: zero, nothing in the space. I called as soon as we realized it, and as of today (3/14) and after no less than five emails and two phone calls, still no corrected W-2s. I've pretty much had it. In my opinion, you get what you pay for, I guess. In my experience, they also haven't shown the correction on any reports, and yet the IRS sent us a letter requesting the adjusted payment, so they must have reported it. Bottom line, if you need nothing and have a simple payroll, Gusto is good for your bottom line
  • Reminders for when payroll is due
  • Pulled money a week in advance of payroll
  • Withdrawals tied to their reports
  • Regular reports are hard to find and customizing isn't an option
  • No designated support so a new person every time
  • It doesn't distinguish (it appears) critical problems from small problems in terms of resolution
  • Online
  • Direct deposit
  • Employee self-access
  • Negative ROI as I've had to spend way more time than I'd anticipated correcting errors.
I didn't select Gusto--it's cheaper than the rest. I'm not a fan of the BIG companies because of the same lack of customer service while still being super expensive. ISolve is used by several local payroll companies I've used, and it's the customer service that makes the difference. It also has a lot of optional reports depending on the company's needs, which Gusto doesn't offer.

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?

I wasn't involved with the selection/purchase process

Did implementation of Gusto go as expected?

I wasn't involved with the implementation phase

Would you buy Gusto again?


QuickBooks Online, Microsoft 365 (formerly Office 365), Google Workspace (formerly G Suite)
My review speaks for why I wouldn't recommend them. If you have three or fewer employees, that's probably a good fit as any other company has base costs regardless of employee size.

Gusto Feature Ratings

Pay calculation
Not Rated
Benefit plan administration
Not Rated
Direct deposit files
Salary revision and increment management
Not Rated