We used to view them as you get what you pay for, a low cost/low support payroll for simple payrolls. Nowadays the costs have been rising and the support has been diminishing more. They don't even use their own platform for their payroll.

I really enjoy the overall vibe of Gusto, but I'm finding that they seem to sacrifice important details for the sake of ease. So far, I have found that Gusto will not map individual type of payroll taxes to specific accounts in your Chart of Accounts & that they will only track wages for Workers' Comp by Class Code if you use their partner, which means they couldn't be bothered to personally integrate it into their system as a standalone. We were just checking things out, planning to onboard a grip of people for our new subsidiary, but I can't imagine doing that now, these are two pretty large concerns. I'm not doing a bunch of Worker's Comp reports manually just to keep them, especially considering the fact that we have many more class codes we would have needed to track.

Nice UI but very difficult experience onboarding, and charged in very confusing way

This company has horrible customer service. You cannot ever get anyone to help you. When you reach them on the phone, they always say that they will create a ticket, and someone will get back to you within 24 hours. When they do get back to you, it is via email. We had a hard time setting our account up and getting our bank account connected. So, they ended up canceling our membership. After back and forth for months to get it reinstated while our payroll runs hung in limbo, we never got it working and now after paying them for several months and having all our staff download the app and use it for clocking in and out, we now cannot process payroll and have to change companies and start all over. I'm switching to Deed. They have great reviews. I would go there. Do not give this overseas company your business.

I set up my account thru Xero and began entering my company's info over a series of days. Each time I logged in thru Xero with no issues. Suddenly today, I encounter identity verification and despite logging in this morning, now it asked me to take photos of my license (which no longer looks like me) and then go live to look into a blurry camera image and do acrobatics with my face. Since I look nothing like my license, it obviously could not achieve its goal. Why is Gusto using tech that is highly susceptible to error generally, and that disproportionately is subject to error with non white faces.... Then when I called the help number at 3:30 in the afternoon, I get an "office is closed until 4:45pm eastern time" message. I am trying to run a business and the payroll company is unreachable in the middle of my work day. I have burned almost 2 hours trying to get in since I have already spent more then that entering my info. Gusto may have lost a client before they had one...

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.