Gusto Reviews 2,413

Have not honored the promotion offered. Made us send them the emailed offer that has been offered to everyone in the world via their advertising. Our 1st bill was the full amount plus $21 for next day paychecks when we submit our payroll 1 week in advance. Do Not Call them because they cannot answer any questions only will review. Wasted 40 minutes with zero results. I can do payroll for 2 in 10 minutes without the hassle.
GUSTO SUCKS

Gusto is terrible support always messing up payroll and refusing to fix mistakes.

It was easy to set up, but hard to make changes once things were set up and impossible to communicate with anyone from Gusto - you could only ever talk to a useless bot. Also very expensive for the service you get. When we shut down our payroll, they charged us $500 to "close our accounts" and file any outstanding payperwork, taxes, etc. Except all they did was send us to another company that provided us with a checklist of how to close our accounts on our own.

An ok product until you need support, then it is an absolute kafkaesque nightmare. Truly truly dismal service.

Are you flipping kidding me? You file business 1069's and 1099's *without* confirming that it's correct?!?1!?!

It's just on autosubmit?!??

I had a cancelled Gusto account!!!!!!! You guys are the WORST!

Gusto has a simple, easy to understand website with free guides so I thought it would be a good fit for my new small business. They help calculate an s-corp salary and have instructions for setting up unemployment insurance requirements in your state.

Gusto was offering 70% off through Amazon, we had contacted Gusto customer support (it looks like they do chat through a base in India) and I was told we would get that rate.

Well it's the end of the month and payroll didn't go through, they said I needed to wire them the money through my bank account. That's a $25 fee from my bank and a $5 fee from Gusto. Not the worst thing in the world but then...

I find they are charging me the full price for Gusto and they've tacked on a $30 priority customer communication fee - which I never agreed to or signed on for!

We cancelled the failed payroll with Gusto, and went with Surepayroll instead. They have a guy Chris who I told about the situation and basically helped us set up and run payroll within a couple hours of my contact, on time with no issues. If there's a quirk and I have to do a wire that's ok for the first time, at least they have my back. And they even gave me 12 months free on a promotional rate.

So not only are they a significant savings compared to Gusto but they didn't run us over with fees. I do expect to pay extra (I think it's around $50) for some tax documentation at the end of the year but that's not a big deal. And their regular rates are lower than Gusto when they return to normal. For my one person business that sounds reasonable.

Extremely bad experience with Benefits accounts and with Customer Support.

My Childcare couldn't receive payment via check as it was voided and Gusto Customer Support can't help me. Basically - it's just a huge lost of time to connect to them as they don't help.

At this point of time I'm desperate because I can't use my money and Gusto doesn't help at all - for 2 days I receive only general answers.

One of the worst customer service experiences I’ve had. My phone was stolen therefore needed a new number verified with Gusto. It took 4 weeks and several phone calls to change my phone number. This is with my employer going through admin to change it … at one point I was told they had no record of my employment after being in their system for 8 years. This is to only update my phone number and inexcusable.

stay away!
Im finding myself having to correct their errors
Morons

I'm a small business with two owners, we're beyond fed up with Gusto. I wish I could leave no stars.

This is not a one-off issue; it has happened every single year, and this year was the final straw. Gusto once again withdrew money from my business account without authorization, despite me explicitly handling my own tax payments and clearly stating, in writing, that I did not approve the withdrawal.

This time, Gusto sent a message saying they would pull $756 at 17:00 PM. I responded within 30 minutes, clearly objecting and stating I do not authorize tax payments through Gusto. Despite that, the money was pulled less than 24 hours later. No consent. No signed authorization. No meaningful opportunity to stop it.

When I pushed back two days later, I was told the money had already been remitted and that I now have to chase a government agency (I'm assuming the IRS, but who knows, they wont tell me) by myself to attempt a refund. Gusto takes no responsibility and simply shrugs once the money is gone.

Gusto’s actions continuously creates unnecessary financial strain and wasted time. Their explanation is always the same: confusing, bureaucratic, and designed to shift blame back onto the customer.

The platform itself is misleading. You think you have control over tax payments, you don’t. Gusto will pull funds anyway, then hide behind process and timing excuses when called out.

This is unprofessional, and frankly unacceptable for a payroll company that handles people’s livelihoods.

I am done. I am moving my business to Paychex, a company that understands authorization, accountability, and basic respect for its customers’ money.

If you value control over your finances and don’t want to fight the same battle year after year, look elsewhere.

Gusto is one of the worst! Multiple issues that they don't take accountability for. They "accidentally" reversed a payroll without authorization, recouping my staff pay and had no answer accept to pay them on the next payroll. It was a nightmare- I had to write manual checks and do all the taxes outside of Gusto- and then when I had them work to fix it- they assigned the most incompent staff- which by the way - most is "off shore"so do not accept any reliable information. They often incorrectly process bank transfers, then cite that it's the employer fault. When you try to get anyone that has information and ability to correct THEIR MISTAKE, there is absolutely no hope- you can be on hold for HOUR and still no resolution.

STAY FAR AWAY if you run a company with more than 2 people!

Since December we have been dealing with employees who are not enrolled into their respective benefit plans that are supposed to be effective date of hire. Gusto has not been able to resolve the situation and we have opened up multiple tickets. We have 6 employees who cannot receive care and we haven't gotten any information about the issue from Gusto or CareFirst. Gusto said it "should be resolved by the end of the week." The Carrier has no record of any enrollments whatsoever. A month later and we still have no information. Employees cannot receive care and we were told they can just pay out of pocket until it is resolved.

UPDATE: 1/19 I responded back the day of this review to their request for more information. No one has reached out to resolve the issue - my employees still don’t have medical benefits effective for 12/8. Gusto doesn’t care or doesn’t want to help me. Please help us we are at the mercy of this terrible customer service, we have members on our team who need care! Please help us I am so desperate for a resolution between Gusto and CareFirst 6142829709 or the email here PLEASE HELP US

Since Mid-December, I have seen that my payroll for December was incorrect, but it had already been run and money pulled to pay the tax authorities. Now in order to make the correction, I had to cancel that gusto Dec payroll, rerun the payroll for December and gusto pulls all the full tax amounts for the tax authorities again for the same month - and I am told I have to work with the tax authorities to get the duplicate tax payments back - never knew a payroll company was in support of pulling out duplicate tax amounts and tying up my company's funds in over payments to tax govt authorities and the bonus is that I now get to have overhead work to chase down the tax authorities to recover my money.
Gusto is fine as long as you never have to make a change or have an error by being human -
I have yet to get payroll really corrected, now as W2 is incorrect and I fully expect the trifecta of errors will come with 940 and 941 filings to be also incorrect - despite all my efforts in December speaking with gusto's 'advanced support' team to make corrections that were correct for about a day before the gusto automatic tax reconciliation process would break it all again. Contacted gusto to again get it corrected working with the 'advanced support' team - again fine for a day, then a third automatic gusto correction broke it all again - I am stuck in an endless loop of gusto and its automatic processes that insists on filing forms with bad data - when I have given gusto their own reports that show the correct data from their system, yet they file incorrect data on the filing forms. I am seeking a better service provider, not an AI auto processing company that gusto seems to have become now

UPDATE
Gusto please see the following tickets:
Ref #
41314954
41297427
41266909
41316998
41314952
41280230
41062187
41060649
41058541
41057673
41056685
41046591
41019130
41017161
40991328
40990936
40984040
40983948

@Trustpilot and @Gusto - above I have provided nearly all the Gusto support tickets for Gusto's reference that I have submitted and most have been closed on this matter, yet I am still stuck with incorrect data on the filing forms due to Gusto's automatic processes that breaks the data for filing again

Update 2: Confirmed that the 941 Q4 filing is incorrect as anticipated

Gusto has bombed in the payroll services sector! What used to be such and easy, intuitive platform has now become unusable for anything other than basic payroll. Need to make a correction, forget it. Everything has to be a support issue & they honestly can't fix a simple thing. I've spent over a week on the same simple thing I could have fixed in 5 clicks & now in January I come to find out they did not in fact do the 1 little piece they said they could do & correct the 941 filing. So, my tax remittance is late, my 941 is incorrect, & I'm not getting any help fixing the issue. I was asked twice which company we're working with & three times what the amount was, it's like they don't even listen. If you get put in an email chain, just give up because that's where requests go to die. They used to walk you through a correction when you called, start to finish, & you could move on with your day knowing it was fixed right up. Now, a month of back & forth & we're right back at square one. Horrible, horrible customer service.

Perhaps quit trying to expand into bill pay & other sectors & actually service the payroll side of things. You don't even integrate with all benefits or investment providers, maybe put your focus there instead so people can have a fully integrated payroll experience. Also, get back to basic customer service, make us feel valued, resolve the issues in one call together.

We used to have a dedicated account advisor - those are gone, or flow through like water, just no real support anymore. Was hoping this would be the company to stand the test of time, but apparently they are going the way of all the others.

Gusto has been a great experience from day one. Their customer service is consistently strong, and I’m always able to reach someone with very little wait time. Every support interaction has been clear, helpful, and efficient. I feel confident I made the right decision choosing Gusto for my business.

I am begging Gusto to bring back the old interface for TIMESHEETS. The new update made my life 10x harder and IT WAS ALREADY HARD. EVERY SINGLE TIME I GO BACK FROM A TIMESHEET TO FIND ANOTHER ONE, THE PAGE RELOADS. GOES BACK TO PAGE 1 - SHOWING 10 PEOPLE. EVEN IF I WAS AT PAGE 6 SHOWING 50. I CANNOT I GENIUNELY CANNOT. The only option is to keep clicking "next person" but it is not doable in my case I check only certain departments' timesheets. I AM BEGGING YOU TO CHANGE THIS BACK OR MAKE THE OLD INTERFACE AVAILABLE AS AN OPTION LITERALLY BEGGING YOU

Charged me after I cancelled and refuse to refund me. Not able to ever get ahold of anyone to speak with. I do NOT recommend

This company we used for our business to process payments had a delay on a large payment and gave a series of different and inaccurate reasons until I had to complain and escalate the issue. It was also a payment to an owner of the company. If you are using a company to process payments and get delayed or poor or inaccurate answers until you have to waste 2 days escalating an issue it’s not great. Be careful.

Decent platform, but if you need to call customer service for anything, you will be on the phone, mostly on hold for an hour minimum. Customer service does not seem to know their own product. I've had several other problems with them. Customer service gave me the wrong direction on how to dock an employees pay and the employee and my company ended up paying taxes on the money that was never paid. I called three times, with promises of supervisors calling me back. Supervisors never called back and the issue is still not resolved. I am looking elsewhere for a payroll services.

Terrible customer service.

I sent in a payroll notice a client received on 12/8/25. I received a response on 12/10/25 stating it would take 2-15 business days to resolve the issue. I called on 12/22/25 because the client was very stressed and the debt had been sent to collections. I was planning on having it resolved for her by 12/31/25 or early Jan 2026.

I spent 50 minutes on the phone with "Kevin" at Gusto who did not escalate the case and he would allow me to speak to a manager/supervisor after even though I asked several times.

The updated timeframe to have a response is now 5-6 weeks (aka 25-30 business days), essentially doubling the amount of time it was going to take.

Do not recommend them at all. Very frustrating.