Customer Service Challenges, Website Glitches & Outdated Options
July 15, 2022

Customer Service Challenges, Website Glitches & Outdated Options

Lisa La Nasa | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

We use Gusto for payroll, automatic deposits, quarterly payroll taxes, and related paperwork for both employees and independent contractors.

Pros

  • Scheduled automatic payroll and deposits
  • Easy to use employee portal

Cons

  • Difficult to contact customer service. Website links go in a circle.
  • Site glitches that suggest products/services no longer available (Covid leave benefits).
  • Automatic Payroll for salaried employees
  • Hourly timesheets for contractors
  • Automatic deposit for all employees/contractors
  • I've spent far too much time looking for the links to contact customer service (via email, chat or call), and attempting to get my questions answered.
This is our first payroll service used.

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

I feel that as Gusto grows, it's becoming more and more difficult to use. In my experience, it's harder to contact customer service and when you do find a way to contact customer service, the service agents don't know as much about the product as they use to, and questions may or may not get answered. I've had to contact them several times about the tax paperwork I've received before getting a reply. More recently, their website suggested for me a Covid Family Leave option for my employee that expired nearly a year ago. I'm becoming increasingly frustrated with Gusto.

Gusto Feature Ratings

Pay calculation
10
Benefit plan administration
Not Rated
Direct deposit files
10
Salary revision and increment management
10

Comments

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