Gusto

I have only had good experiences with Gusto. I have used them for about a year, and they have been effective. Slightly more expensive then Inuit, but much better customer service. The staff I speak to are having conversations, not reading a script that is vague. Brandon was the last staff member I spoke with and he was great.

Customer service call was so bad I don't even want to give it a one star I want to give it zero stars but that's not an option. The gentleman that took my call spoke over me way too many times to a point where I actually had to tell him to stop talking so that he could hear me. Verifying my account was never done. Your business practices need to be improved for people who do not have camera phones. My social security number and date of birth should have been more than enough information to verify my account without the absolute need for my driver's license or my facial recognition. Like I said to him I asked him how do you guys verify accounts with people who do not have cell phones or camera phones. He stated that everybody has one these days. Also not true. I highly suggest that you guys as a business train your employees better for customer service skills cuz this guy's customer service was not nearly the level it needed to be number one number two if it really is an absolute that you cannot verify an account based on a social security number and a date of birth alone and that it is mandatory to have a driver's license in facial recognition which you guys send through a third party website that a lot of phones don't trust. You guys need to find other ways and better ways to work with your customers especially during this busy tax season and especially with people's w-2s. It is illegal to not give people their w-2s and in my particular case it is complicated however it should not have been made that hard.

They are the worst. Strongly recommend ANY other company. Been trying to cancel my account for months after retiring and closing my business. They keep "escalating to the cancel department" and it goes nowhere. The only thing they do on time, is charge you exorbitant fees for no service. So disappointed. Save yourself the headache and go with someone else.

unhappy with customer service. My issue is simple and should not even be a issue at all. The company is filing wage withholdings on time for my payrolls each week but paying it to the irs late every time. WHY? I have called and each time the rep tells me to upload the letters to their online platform and still nothing has changed. I have paid late fees and interest to the IRS. if it continues ill be taking my business to another company that can do the job i'm paying them to do....... In my opinion Gusto should reimburse me for all the unnecessary fees i have had to pay for their mistakes.

Jumped our monthly fees astronomically without permission because we work with 50-state legal hemp companies, among many other types of industries we work with. This took our monthly bill up over 300%. When I called to discuss I was basically told too bad, take your business elsewhere... So I will.

DO NOT! Gusto has been paying our state unemployment premiums late, not telling us, and quietly lumping the penalties in with the total payment. Gusto also just quit filing our withholdings from another state, out of the blue, with no notice tour business. The state had to reach out asking where our filings went. Two months of calls and emails, and no one can provide an explanation for any of it. Additionally, they just told any business that they feel is adjacent or related to cannabis businesses (like a plastic bottle company can now be called a cannabis business, because dispensaries use their bottles to store cannabis flower), that they will now be charged for the highest tier package, while removing services offered, such as paying independent contractors. So they are targeting these businesses, charging them more, while offering less. This is on top of their general mismanagement of critical things like state filings. This is the worst experience I’ve ever had with a vendor. All of this after ten years with them, since they were Zen Payroll. I cannot express how much of a train wreck this vendor has become in the past year.

I wanted to like Gusto and for the first two years or so, I did. Their user portal is fairly easy to navigate and it seems to have a lot of features (although I don’t have a benchmark to compare it to). Early on, I could easily get answers to my emails. Now, emails sit for weeks without an answer (even when it’s a time sensitive or urgent issue) and calling customer service typically means sitting on hold for a half hour or more. The final straw occurred when they removed a large sum of money from my account without my prior authorization (they sent an email warning me on the same day it was already pending out of my account) just after the first of the year for “tax reconciliation”, resulting in a huge mess for me. I sat on the phone for an hour and a half trying to get it reversed, they claimed it was, and now a week later, the money still hasn’t been returned and I can’t get a hold of anyone to help figure this out. I will be cancelling and going with someone who is more reputable and better equipped to handle customer inquiries.

After eight years of being a loyal customer and investing thousands of dollars, I am incredibly disappointed with the decline in service from this company. What was once a great experience has deteriorated into a frustrating nightmare. Their customer support has become abysmal, with response times stretching out to weeks. Despite my loyalty, when I finally decided to cancel my subscription in mid-January due to the unacceptable support, they continued to charge me for the full month, despite my not utilizing any services during that time. It's disheartening to see that $50 mattered more to them than eight years of my patronage. I feel undervalued and unappreciated as a customer. As a result, I have decided to terminate my relationship with them and seek alternatives.