Review Time
Aymen is an outstanding customer service agent at Gusto super knowledgeable, patient, and genuinely helpful and she resolved my concern on getting logged in quickly with clear explanations and a friendly attitude that made the whole interaction feel easy and stress-free! 5/5 stars, highly recommend
The customer service with Gusto is awful. We have used them for several years, and are most likely going to be switching to another payroll/HR software later this year. Several times, Gusto's Benefits team has enrolled our employees in the wrong insurance plans, causing employees to not have correct coverage or access to their medical benefits for 6+ months. Whenever you chat with their team regarding a benefits issue, they refuse to escalate, lie about sending follow up emails, and refuse to take any effort to resolve issues.
Furthermore, if you want to advocate for your employees and call the insurance companies yourself to correct issues, Gusto will threaten you by claiming you are "break the contract" with them being your benefits provider.
Their systems seem nice and user friendly, but they're not flexible enough. Their time tracking isn't great. They also are always updating the user interface for some reason, causing issues with running payroll or knowing where things are.
We had a major issue with Gusto after updating our business bank account. Gusto failed to debit the new account, even though the account information was confirmed as correct by their support team. As a result, payroll was blocked and our account was downgraded from 2-day to 4-day processing.
What’s most frustrating is that customer service offered no meaningful help, refused to escalate the issue, and stated that a supervisor would “say the same thing.” We were told we have to wait months for a reevaluation, even though the issue happened during a routine bank update.
They also told us a supervisor would call us the next morning, and no one ever called back.
Payroll is too critical for a business to be handled this way. The lack of transparency, inability to resolve the problem, and dismissive customer service made us lose confidence in the platform.
I would not recommend Gusto to any business that needs dependable payroll timing and responsive support.
Extremely disappointing support experience. I submitted a payroll notice a client received on 12/8/25. On 12/10/25, I was informed that it would take 2-15 business days to address the issue. I called on 12/22/25 because the client was under a lot of stress and the debt had gone to collections. I hoped to have it sorted out by 12/31/25 or early January 2026. I spent 50 minutes on the phone with a representative who did not escalate my case, despite my repeated requests to speak with a manager. The new estimated response time is now 5-6 weeks (25-30 business days), essentially doubling the initial timeframe. I cannot recommend their services at all. It has been very frustrating.
While it's suitable for payroll, relying on them as a broker for employee benefits is frustrating. They can't call you, so any issues have to be resolved via email, and I suspect many responses are automated. What could be resolved in a quick phone call has stretched over a month, leaving a family without insurance. Unless you have someone dedicated to constantly email and follow up with the support team, I strongly advise against using their services. Major issues or corrections will consume a lot of time and resources.
Gusto is my payroll provider for a small, simple business. The US based sales team is great. However, once you are attempting to get thing set up, they unravel, and several months later, there have been many problems, and when you attempt to contact their overseas based customer care, you speak to the dumbest humans on the planet, and they tell you info that is wrong, multiple times.
Every aspect of using Gusto from setting up in the platform, onboarding employees, and running payroll has been exceptional. I switched from Paychex which was a complete nightmare and I am so happy that I did. Gusto makes it so easy to handle everything on your own including an incredibly helpful AI chatbot. And when you can't figure it out, customer service is great and responsive.
I have called customer support 4 times, spent 3+ hours on the phone with these people, it is a nightmare. The staff is clueless, they give wrong and conflicting answers. Each call gets transferred multiple times. The solutions do not work. This is a very bad company. Avoid, avoid, avoid, then run away.
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