Healthcare is a Must-o, Definitely Don't Go With Gusto!
December 04, 2022

Healthcare is a Must-o, Definitely Don't Go With Gusto!

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

Overall Satisfaction with Gusto

We use Gusto for our HR payroll and benefits management for our US employees.
  • Payroll and deductions
  • Benefits Management
  • Support
  • Communication
  • Follow-Up
  • Payroll happens on time and consistently.
  • In my opinion, the benefits administration is terrible - currently no renewed health insurance for 2 months.
Payroll is on par, however, the benefits management is not even close. BambooHR and TriNet both offered better benefit plans and over the course of years, never caused my teams to be uninsured for any period of time. BambooHR and TriNet support teams have always communicated and followed up on any issues raised.

Do you think Gusto delivers good value for the price?


Are you happy with Gusto's feature set?


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?


Would you buy Gusto again?


Currently, I don't like much of anything about this company. During my experience with them, they made a mistake on our benefits re-enrollment causing all our US employees' health care to lapse. I understand mistakes happen, make plenty of them myself, however, Gusto has provided no response to support emails, no follow-ups on phone calls or escalations, and, apparently, have no ability to correct the mistake. During this ordeal, our team has had no health care coverage for nearly 2 months and when you do eventually speak with someone, they just say, "everything looks good in our systems. It may take 30 days or more for the healthcare provider to update their records. In the meantime, keep track of any out-of-pocket expenses and once the provider fixes our mistake you can then submit for reimbursement". Ever tried to see a doctor without insurance in the US ... well it is a terrible experience and crazy expensive.

Gusto Feature Ratings

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

Gusto Support

In my opinion and based on my experience, they offer no follow-up on critical issues. Calling or emailing support to discuss critical issues - like, hey, I don't have health insurance because of a mistake your team made, results in NO response, ETA, or follow-up status. I believe this is very poor customer service. The reps we speak with just are "understanding", but even escalation to Tier 2 still results in no follow-ups.
Good followup
Slow Resolution
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
In my experience, Gusto has never to date provided exceptional support. I've only had bad experiences so far.