Leaving Gusto after 11 years - they have not evolved.
June 30, 2022

Leaving Gusto after 11 years - they have not evolved.

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

Overall Satisfaction with Gusto

If I could give Gusto a negative rating I would. Their software is "relatively" easy to use for simply posting payroll and having new employees enter their data - beyond that the software and support are horrible. The support team is offshore and not trained in payroll, they are trained in using the software. The support hours are limited. Reporting is nearly non-existent. There are reports though they are immature and difficult to access. I've yet to get a decent report with an easy-to-use layout that works. We work with MANY other payroll companies and this one is the worst.
  • Easy for employees to upload their data
  • Simple payroll input and running payroll
  • Support Hours
  • Reporting
  • User interface
  • Support knowledge and training
  • Payroll processing
  • The time lost when trying to run reports, reconcile year-end or anything beyond simply running payroll is a nightmare
  • Support is off shore, most often not helpful with minimal hours
Gusto began as a good idea and they started strong. Over the years they have deteriorated quickly. While the software is generally easy to use to set up new employees and run basic payroll, anything beyond that is a horrible customer experience. After 11 years in business, you would think that they'd figure it out by now.

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

If you have 5 or fewer employees and do not keep monthly financial records for your business.

Gusto Feature Ratings

Pay calculation
5
Benefit plan administration
3
Direct deposit files
7
Salary revision and increment management
7