Really easy to work with
I've seen a lot of low reviews posted here and I have to say that I'm really surprised. Our experience with Gusto has been nothing but positive. The interface is very intuititve and easy to use. For the few situaitons where we needed customer support, they were very responsive and friendly. I have recommended them to colleagues and would not consider switching to any other provider at this point.
Couldn't even meet really low bar
I have very simple needs at the moment: Monthly payroll for a single employee that is the same every month. Should be pretty simple and no fuss. Setup was easy, although they forced and upsell on workers comp. I didn't think I needed it but Gusto told me it was required. So I reached out to their preferred provider who told me I didn't need it... Annoying I had to waste time on this. First payroll was easy and I had no issues. The problem came in when I tried to process the second month. Two hours before payroll is due I tried to run payroll. It was a 90 second process the first time. It came up with an error saying I was required to upload a photo ID. I didn't have it with me so I reached out to support saying I couldn't do it in time to make payroll. Support told me I had to upload it to process this months payroll. If something was required it should have been part of the setup process. Not some requirement you arbitrarily add when everything is already working. I had really simple needs and and Gusto failed to meet them.
The initial setup with Gusto was easy. But Gusto's interface is clunky and non-intuitive, and... We do our payroll quarterly, which Gusto has no option for. So not only are we charged in months where we have no payroll, but I get endless nagging reminders that I am late running payroll. Gusto remits our state payroll taxes, but it doesn't file the state tax reports, despite claiming it did so, repeatedly. I have to file those myself every time. The bill transactions that import into Xero don't match the bank transactions, so I have to redo those for every payroll.
I have been a customer with Gusto for several years now. We decided to change our company tax structure and had to get a new FEIN. Their system won't allow you to change your FEIN, so you have to start a whole new account. I've been trying for 3 months now to get a new account set up and going with little progress or success. They have been very hard to work with during this process and we are going to be switching providers.
@Michael Wow no kidding! I noticed how many happened on Aug 10th, as if that was a day that workers, family or friends were instructed to write a 5 star review. I'd really like to use Xero payroll, but some of the limitations are concerning. However, after reading reviews of Gusto/ZP (elsewhere of course!), I certainly can't see taking the risk to have the taxes and filings lost, sent late, or messed up. I can't believe I couldn't come here to see what Xero users are saying and trust the reviews, as those August reviews are hard to believe as genuine. In fact, many of those Aug reviews are by users where that was the only activity, and while that might not indicate anything on its own, I am finding it all fishy.
Gusto is great, Xero is great, but, they do not make tracking specific employee or employees department easy. If you want to do that, it is manual. Totally rediculous for two high tech solutions.