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.

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.