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

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.

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.