Terrible customer service - no support - late tax filings - sales promises not kept
January 06, 2023

Terrible customer service - no support - late tax filings - sales promises not kept

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

Overall Satisfaction with Gusto

We transitioned from another payroll / HR system to Gusto in December of 2022. Gusto's pitch was that they would automate all of our onboarding for tax registration and would automate filing our quarterly taxes.
  • Nothing
  • In my opinion, the support is terrible
  • From my experience, sales people disappear as soon as you are sold
  • Nothing at this point
  • Everything is negative at this point
I thought that Gusto's solution was more modern and flexible. All of that would be fantastic if they gave any care to onboarding correctly, customer service, and honest sales tactics... but in my opinion, they do not so I feel it's worthless.

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?

No

Would you buy Gusto again?

No

I would love to give Gusto a zero, but the system will not allow it. I have been trying to get support for a month on Q4 2022 quarterly tax filings (which are about to be late because Gusto will not reply), Kentucky state employee tax registration (which is overdue), and discounting that was to be applied to our account and was not. After repeated (to the tune of 20+ emails) emails and phone calls, there is no one with any level of care or knowledge who is willing or able to assist. At this point, I'm going to pay our CPA additional fees to file the quarterly taxes because they are late. There is no escalation process. No manager to speak with. I would HIGHLY NOT RECOMMEND this solution.

Gusto Feature Ratings

Pay calculation
1
Benefit plan administration
4
Direct deposit files
10
Salary revision and increment management
5

Gusto Support

From my experience, support is absolutely horrific. I wish I could give them a negative rating.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
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 are a brand new customer and cannot even get onboarded correctly so I absolutely refuse to pay them another dollar.
Only the benefits group has been responsive ... and they outsource most of that.