Don't use Gusto if Customer Service is important to you
July 17, 2022

Don't use Gusto if Customer Service is important to you

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

Overall Satisfaction with Gusto

We used Gusto to process payroll, pay payroll taxes, and manage health insurance benefits. The interface is clean and user-friendly. The functionality is very good. The customer service and support are the worst I've ever experienced in over 30 years of processing payroll and/or benefits administration.

Pros

  • Customer Interface
  • Efficiency Processing Payroll
  • Timely File Payroll Tax Payments

Cons

  • All customer service functions are routed to people who cannot help
  • No dedicated Account Manager
  • 4 to 6 day response time to emails
  • No direct contact to Customer Support
  • For me it was virtually impossible to reach a live person to discuss issues.
  • No last names, direct phone number, or phone extensions.
  • Zero sense of urgency.
  • Ease of use
  • Response to questions
  • Transparency to transactions
  • Gusto would not correct health insurance deductions after 3 months of attempts.
  • I finally received a call after 1 month of repeated emails, chats, and request for help.
  • The amount of time wasted to get 13 deduction amounts change was unbelievable.
Gusto is cheap and easy if you just want to process payroll. If you want customer service, support, and any help whatsoever from a live person, do not use Gusto. They have no sense of urgency in resolving problems, and reaching a live person who can actually provide assistance is virtually impossible.

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

This service may be useful, and affordable, for very small businesses that only need to process payroll and have payroll taxes paid.

Gusto Feature Ratings

Pay calculation
8
Benefit plan administration
1
Direct deposit files
8
Salary revision and increment management
6

Gusto Support

It took 1 month to reach a live person that I could talk to in order to resolve a simple problem. Gusto was deducting the incorrect amounts from employee paychecks for health insurance benefits. After giving Gusto the exact amounts that should have been deducted, Gusto failed to update the deductions. Incorrect deductions amounts were processed for 2 entire months after the request to make the change was submitted.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, we have a simple business with under 50 employees. Standard support should have been sufficient to address any issues or problems that we may have encountered using this product. We were not aware that Gusto's version of "Customer Service" was a group of people that could do nothing more than take your information and act as a barrier between the customer and whoever was eventually going to work on our issue. I was not given access to speak to anyone with the ability to solve my problem for more than a month of begging, pleading, and demanding.

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