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What Gusto Can and Cannot do for Your Company
April 15, 2022

What Gusto Can and Cannot do for Your Company

Felice Geoghegan | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

We use Gusto for bi-weekly payroll processing, which also involves state and federal tax processing. In addition to this, we use Gusto to track our Paid Time Off - vacation time, sick leave, and public holidays. It is also used to obtain various reports pertaining to HR.
  • Payroll
  • Taxes
  • Customer Service
  • Reports
  • Reading what is asked in emails and contacting the client.
  • Payroll
  • Reports
  • HR - knowing state laws
  • It is costing our company money when the customer service staff are not trained to answer even basic questions.
  • Directions when processing a dismissal payroll should be clearer.
  • A regular payroll is a quick process when everyone is on salary.
I have used ProService and actually looked into moving our company to them, but a few factors made it impossible at this time. One of the main reasons I like ProService is that you are a member of one team there, and they are the people you always talk to and when you are onboarding or offboarding they are the people the help you process everything. They are also well-versed in both Federal and Hawaii State law, even providing regulated posters each year.

Gusto does not do this - you are pretty much on your own, which is fine until you need answers.

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?

I wasn't involved with the selection/purchase process

Did implementation of Gusto go as expected?

Yes

Would you buy Gusto again?

No

Gusto is great if you just want basic payroll. In our company, everyone is on salary and therefore it is usually quite simple to log in and process payroll.
There are a few areas that really could do with improvement.
* Customer service has really gone downhill lately, and I am finding that when I call the staff is friendly, but inadequately trained. We are a small company and I just do not have the time to spend an hour on a phone call and not even get a resolution.
* the PTO area of the portal needs updating. I need to be able to actually see the dates that someone has taken off and when I make an adjustment to an employee's time there should be an area for notes so that we can look back and know why a change was made.

Gusto Feature Ratings

Payroll Management
7.7
Pay calculation
7
Benefit plan administration
Not Rated
Direct deposit files
7
Salary revision and increment management
9

Gusto Support

Gusto's customer service has really deteriorated lately and they seem to have really changed their focus. It used to be when you called you were routed to an individual who knew about payroll, benefits, reporting, etc. but now you get someone who seems to have not received the correct training. My last call about a dismissal payroll took me over an hour of my time and the person still could not help me and finally transferred me to someone else.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
We currently do not have premium support, known as concierge level. I received a call about a month ago from a female staff member at Gusto trying to get me to upgrade (unfortunately I did not get her name). I was interested and they were going to email me a link that would allow me to try it out for a month, and if I liked it I could pay to upgrade. I never received the email, and when I reached out to Gusto via email about it they basically told me they never give free trials. I have even asked if someone from this area could call me to go over the benefits of upgrading, and all I receive continually is an email telling me that I need to just upgrade it by logging in and clicking on some buttons. It feels like they don't really want my business and I do not want to pay for something when I do not know exactly what I am getting.
Not recently, but I think there was a customer service rep who went out of her way to make a report work for me a couple of years ago.