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.
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