If you ever listen to a review, EVER, stay away from Gusto and save yourself.
March 23, 2022

If you ever listen to a review, EVER, stay away from Gusto and save yourself.

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

Overall Satisfaction with Gusto

I use Gusto for all my payroll, HR, onboarding, and tax filing + compliance. I started with them in 2021 after switching from an old payroll service. I heard it was an easy-to-use system with better customer service (including phone customer service). I needed something that would allow me to manage both employees and independent contractors, and that would be diligent about filing our NYS forms for proper compliance, and end-of-year forms.
  • The payroll is simple and concise.
  • Their customer service is abysmal. Beyond abysmal. Something from a horror movie.
  • Their on-boarding was bungled so badly it has take 5 months to fix it.
  • There is no customer service for tax support. None. Only an anonymous email that no one responds to.
  • Their "supervisors" don't speak on the phone. Only a call center. So if the supervisor you get stuck with doesn't respond, or basically disappears, you're out of luck.
  • I cannot stress the negative impact. Hours and hours are not just wasted times, but costly mistakes.
  • Angry employees, missing money -- to the tune of four figures.
  • Incorrectly filed forms with NYS, now waiting on refund money for incorrect tax forms that are stated to take up to 8 weeks.
  • Had to ask for a tax filing extension since we still don't have our 1099s filed.

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STAY AWAY. I cannot stress this enough. In my life, I have never worked with a more unethical, irresponsible company. I cannot imagine how they are still in business. After being improperly on-boarded, I first contacted customer support in Nov 2021. The issues I brought to their attention are not only still unresolved, but I have screenshots of the supervisor who was assigned to my case outright lying about forms being filed, 1099s being issues, with money being mistakenly deducted from my account with no recourse and more. If I could take them to court, I would.

Gusto Feature Ratings

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