Sierra

Gusto has some of the worst customer service I have ever experienced. Their system prevents you from correcting your own payroll, forcing you to contact customer support. Then, when you finally reach someone, they are unable to help.

Their customer support is entirely offshore in my experience, and the representatives seem to have no authority or ability to resolve even basic payroll issues. I was told I needed to upload a SELFIE just to get assistance correcting payroll!

I spent over an HOUR trying to reach a supervisor. They delayed and transferred me until they could conveniently tell me their office was "closed." Representative repeatedly promise someone will get back to you "as soon as possible," and then NEVER follow through. So you're forced to start the entire ridiculous process all over again.

The most frustrating part is that Gusto creates the problem in the first place. Their system restricts your ability to manage and correct your own payroll, yet they provide no effective customer support to resolve the issues their system creates.

As a business owner, I need a payroll company that actually supports the businesses paying for its services. Instead, Gusto seems focused entirely on collecting fees while putting virtually no effort into customer support or accountability.

Gusto is happy to take your money, but when you actually need help, you're on your own. Absolutely terrible service.

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!

Great IF you dont plan to use the billing option
App is fairly easy for parent contact- which is great to keep teacher personal information safe- and check in is fairly straightforward

BUT the billing side- forget it! if you need help- they only answer via email- and it takes at least 1-2 days to hear back- then it's a copy/paste response from one of their "help articles" - they have no direct contact with their customers- and if a billing issue comes up- you are SOL in getting it sorted- talk about some angry parents

Worst banking connections!- can't even get them to sync to my bank correctly. Responses can take days even in onboarding and you get a different response from each person you talk to. Great in theory- but they are small and bumbling their way through things- stick to in-person bookkeeping- online has too much "anonymous" work to actually hold them accountable for the quality

Called to see if I could sign up- no answer and phone just kept ringing- not even an answering service. Online chat was "closed" at 10am in the morning, and looking their address up on google- they appear to be a VERY small office setup across from a Walmart- are they actually a business?