Do not use Gusto if you are an employer! It cannot handle any type of changes to the payroll you set up originally. Move states? Change bank accounts? Nope! Not possible with Gusto. Theyll use their US sales team to sell you the plan, and then once youre a customer, they connect you with their untrained, overseas support team who is completely ignorant and gives INCORRECT tax advice that could cost you big time. Atrocious!
Please consider another HR/Payroll service to avoid late payrolls!! Company I work for uses Gusto for our Direct Deposits and they are constantly dropping the ball. We do not get our deposits and then have to travel quite a ways to pick up a check. This makes automatic payments overdraft accounts or bills late. This time it happened right before the Thanksgiving holiday, the inconvenience is absurd!! DO NOT USE THIS COMPANY!!!
Very very bed customer support.Few years ago they were amazing but in the last 18 months- a lot of critical mistakes that cost our company a lot of money.They are not solving any ad hoc issues, ignoring tickets, you need to make sure they actually doing what youre paying for, and it seems that all the support is leaning on unprofessional offshore service.Stay away from that platform, and dont use it to manage your business
Gusto double debited one of our payrolls almost 2 weeks ago. I have contacted them countless to check on the status of our funds being returned to our account. This is the reply I keep getting. If our ticket really was a priority like they say, we would have had our funds returned over a week ago.My apologies for the delayed response to this. Upon checking on the ticket that my colleague created, our internal team is still investigating it. We do understand the importantance of this and we do apologize for the stress this has caused you.Rest assured that your ticket is our priority and we will get back to you as soon as we hear back from them.This is unacceptable customer service. You need to return our funds.
I am currently having a Horrible customer service experience. Gusto has failed to process my payroll after an error threatened to double debit payroll. Currently, payroll has been double debited during the prescribed fix, and then clawed back leaving my employees unpaid.... and in some cases now overdrawn. Jeremy Platt, the payroll manager I am dealing with has failed to stay in touch. Nice words and NO action.
Consumers beware! Gusto debited my payroll TWICE. It took multiple phone calls, speaking with multiple representatives in a foreign country, being told the issue would be resolved, not having that happen, having my payroll blocked, not being able to pay my employees, taking 22 days to finally resolve, and then being charged an additional $100 fee on my monthly invoice. Seriously? Truly a nightmare. Do your company (and your employees) a favor and look elsewhere.
I have an FSA through Gusto through which I have only ever conducted legitimate FSA transactions. The IRS states I must only spend the FSA on suitably authorized transactions and provide substantiating documentation.Gusto have their own proprietary interpretation of this that I must provide complete, finalized documentation for each transaction within 14 days of the transaction and that shows no pending insurance payments to my own medical provider.As any provider can attest, it often takes much longer than that for my provider to receive completed payments from the insurance company.As a result Gusto froze my FSA account so I couldnt use it for additional, legitimate family medical expenses.They have inflexible, proprietary rules based on how they interpreted IRS guidelines, which in themselves do not mandate that documentation must be provided with a specific deadline.They really are a hopeless provider and completely inflexible in spite of my clear explanations and the provision of the documentation I *was* able to obtain pending insurance settlement.The FSA account holder/cardholder, you or I, have zero control over how quickly the provider we use (doctor, dentist, etc.) gets paid by the insurance company and yet Gusto holds the individual FSA account holder liable over something over which they have zero control.Gusto treats the FSA account holder like a criminal for conducting legitimate FSA transactions.A terrible experience, the worst for any HSA or FSA account provider in over a decade, and Ill never choose to do business with Gusto again.
We started using Gusto in 2017 and it was great for us. As a very small company using Gusto is OK, and maybe it still is now. However the last few years as Gusto and our own company has grown, Gusto has really has become one of the absolute worst things I have to deal with as an owner.Their customer service is terrible. The benefits administration even worse.Our company now is about 25 employees and we have seemingly outgrown Gustos support. We are paying for the most expensive plan (previously Concierge and now called Premium) and the premium customer support is terrible. Previously with the concierge plan, we were assigned dedicated team of people that helped us and also knew about the company and previous issues weve encountered. That was excellent, but it has all changed. Now, even with the premium plan, the support is a call center and each time you call it feels like you have to start over explaining things for the Nth time. The call center has no authority to do anything other than read help articles to you. If you have a tax issue, they need to route it to their tax team, which you are NOT allowed to have a conversation over the phone with them to even explain the issue. This results in emails back and forth, taking days just to get on the same page, and weeks before any resolution. Mind you that these are time sensitive tax issues.The benefits support team is even more of a mess. For example, this past year for open enrollment, we had our company select our plans based on what Gusto provided as the broker. After we finished enrollment, Gusto came back and said that they could not issue our medical insurance plans at the price THEY quoted and forced us to have a second round of open enrollment. In doing so, they somehow removed our HSA plan benefit and offered our employees high deductible plans w/HSA eligibility, WITHOUT actually having an HSA. They also changed the company contribution amounts and created another issue that took way too long to resolve. Because your issue ticket is thrown around the call center teams, they give conflicting information and it can take forever to get anything resolved.Since the pandemic and what was seemingly an exceedingly great resignation by their support staff at the time, the service has dropped off a cliff. We are now transitioning off of Gusto due to their inability to adequately process and support payroll for us.If you are a very small company (>10 employees) and very simple payroll, then Gusto could work for you. Otherwise, Gusto is expensive enough now that other more established vendors like ADP or even a dedicated accounting firm can cost less and provide significantly better services.
Gusto blocked our payroll. Wanting “more information about our company”. We have been registered for months. This is information they could have been collected but chose instead to block payroll. Called customer service and was lied to. My employees still haven’t been paid and money was removed from our business bank accountsWe will be switching to ADP and I’ll be sure to be very loud and tell ALL business owners I know to avoid gusto. I’m so disgusted.
Gusto failed to file my state taxes for my business due to a small clerical error. They failed to file from august 2022 to January of 2023 without telling me until February of 2023. Gusto tried to contact me via email in February 2023, but that was all. They never contacted me by phone or any other way. They won’t file taxes even if the mistake is corrected. I canceled gusto immediately.
HORRIBLE. Simply horrible. No customer service. Forget about talking to someone helpful. Response time is forever. And worst of all, they dont do what they promise and what you paid for.Im a long time CFO and let me tell you, avoid this train wreck.Real time update - on the phone for over an hour with Gusto rep Matthew as Gusto did not issue W-2s to employees as promised (Ticket # 28559378, CCTAXOPS-10132, and # 28557001). They dont know why no W-2s were issued as agreed. They have acknowledged that they should have prepared the W-2s. But no one seems to be able to figure out what to do now.The Gusto business model is sell you on a cheap price and then underdeliver especially by forcing customers to use emails and websites.Lots of good payroll options, I am on TriNet (they are great!). Avoid this hot mess.
Strongly recommend not working with Gusto. Gusto Payroll, located in San Francisco, provides payroll services for our company Spavia International LLC. Filing and paying our Colorado payroll withholdings taxes are a core responsibilities of Gusto. The Colorado filing requirements went from quarterly to monthly. Gusto missed this and as a result of not addressing, even with my urgent requests, they did not resolve on a timely basis resulting in over $900 of interest and penalties levied by Colorado. Requesting Guest payroll acknowledge the error and pay the interest and penalties. Gusto was negligent in performing their duties. Called multiple times with long periods on hold. They continually claimed the tax departments was working on it. Issue should have been resolved quickly. Customer service was amongst the worst I have every experienced.Jan. 17, continue to see terrible payroll service. On hold for 20 minutes while they try to locate an e-mail sent to me on FMLA which has instructions that conflict with what the customer service representative said to do. Unreal. Can hardly wait to move to ADP. Still trying to resolve the $900 in penalties and interest due to their negligence in paying unemployment when it moved from quarterly to monthly.
Unlike many of its competitors (think PayPal, Payoneer, TransferWise, etc.), Gusto took weeks to process my clients payment and deposit it to my Mexican bank account. It was only after days of emails and calls that they admitted to an administrative error. And even today, me and some colleagues are still waiting fot these people to figure out whats going on.Its actually faster to send cash by the mail than to rely on this company to send payments. Go with someone more reliable instead.
Gusto has the WORST CUSTOMER SERVICE! They deducted over $2000 from my account but did not pay that towards payroll taxes . As a result, I received a penalty from the IRS. I have called and emailed multiple times since 2021, only to be promised that they will pay me in 5-10 business day multiple times, and they still have not. It has been 7 months and I still have not received a refund for the money owed. I paid the IRS tax bill myself and will now have to wait for a refund for that as well because I do not trust that they will pay it in a timely manner. Again, WORST CUSTOMER SERVICE. They will pass you from one customer service rep to another with no results. I do not recommend them at all.
Do not use this company. You can hardly find the support contact us button anymore and they take forever and never actually solve anything for you. I have issues Im going on years now with them. Important issues and warnings that just dont go away. The only time I can get anyone to give me attention is if they are trying to sell me on some other stupid feature. I just want you help me do my payroll!!!!
This service works fine if you dont require any service. We received a letter from the IRS that required Gusto to get involved and they would just not respond to any requests, multiple emails and phone calls. The answer is always someone from the tax team is working on it and will call you back this week. Finally, we had to hire an accountant to resolve the issue, after weeks of no responses from Gusto.
ZenPayroll is a dream come true for business owners of any size. After a frustrating experience with a large payroll service, I stumbled on ZenPayroll and think it is one of the top 5 moves I made to keep my company operations clean, organized ... and inexpensive! The platform is extremely easy to navigate, my accountant has the access she needs to pull appropriate reports and the customer service is world-class -- from a person answering the phone within a ring or a them contacting you if they think you set something up funky (which I did). The best payroll service you can ask for, at an outstanding price. I love ZenPayroll and think you will too!!
As a small start-up business heading into payroll can be daunting. I contacted the big payroll companies and wasnt satisfied with what I found. A little research turned up Zen Payroll and we gave them a go. The setup process was SO simple and clearly stated that I felt it was too good to be true and called support. Support is friendly, prompt and super helpful! Every time I had questions (which as a new company, there are many) I was assisted right away. Payroll couldnt be easier to process and I have the peace of mind knowing that not only is our payroll being handled properly, but were supporting the fantastic team at Zen Payroll in doing what they, clearly do best. Professional, trustworthy and personable - I cannot recommend Zen Payroll enough. Oh, and theyre affordable!
Ive been using ZenPayroll for over a year now, and its been a surprisingly pleasant experience to run payroll. Operating a small business is hard enough but when I got my first employee, being faced with some of these daunting tasks stung. ZenPayroll really simplifies everything and takes the sting out of running payroll, and I love that I can manage both my employee as well as all my contractors all in one place. They turned a doubter into a fan, and I would highly recommend.
This company is very inept and cant get a payroll correct. It has been a month and I cant get a full payment yet. Its costed me over $500 in late fees and ruined my credit rating. I recommend you use someone else. Not Gusto.
Switching to Zen Payroll is the best business decision I have made this year. It is extremely easy to use, very affordable (saved me over $200 a month), and the customer service is top quality. I had switched in the middle of a quarter and didnt know how to enter previous payrolls before I switched to them and they went above and beyond for me. No paper. No hassle.
I am currently very dissatisfied with customer service at Gusto. Last Wednesday I tried to do an off cycle payroll. I was leaving town on vacation and could not get the program to work, it kept saying oh no something went wrong. I could not find a phone number. I chatted with 3 different people and kept getting disconnected when they told me to clear browsing history. After finally getting a phone number, I was told it was a system issue and they could not give me a timeline. I missed that day of vacation and did not get my team paid. Now 4 days later, I have to get this payroll done as I am already going to be 5 days late when I give them a check tomorrow. The system is STILL NOT WORKING. Of course, I cant get ahold of anyone on the weekend. This is not the first time I have had issues and have had poor customer service an d had chat or calls dropped only to find they would not answer again. Beware, you may have to have the tax rates on hand to figure on your own if you have a timeline to do payroll and have people depending on you to pay them.
Software is not bad, but the Customer Service is an abomination. From start to finish (which was about 3 months) we had nothing but issues and payroll taxes didnt get paid for the first 2 months. We are now on the hook for penalties accrued because of their severely deficient Customer Service. If you can get out, DO IT!
You have a terrible customer service supervisor who hung up on me during a customer support call. Please do better!
I honestly think EVERYONE should utilize ZenPayroll!! Their customer service has always been a joy ot work with and exceed any expectations I ever had. Theyve made our small business life so much easier and not to mention offer great tips and services to help us build stronger and stable.Their latest addition Friends of Zen to those who are already ZenPayroll customers is the icing on the cake. A fantastic way to infuse their awesome culture and share with their clients. They care and know their stuff not to mention a fun crowd. Whats not to love about that?!
Want easy to use, reliable payroll for a great price? ZenPayroll is your best bet. Our employees love being able to access their information online at all times and we love processing payroll in 5 minutes! Surprisingly, ZenPayroll also has a lot of little benefits - a helpful regular newsletter, exceptional customer service/support and the overall feeling that youve not only got a payroll company but that youve added to the team thats helping grow your business. Plus, they sync with Xero, which makes online accounting / payroll truly delightful (just like they say).
Bad, bad, really bad. Do not use this payroll service. You get what you pay for. Customer service is a joke/non-existent. Simple issues take weeks to resolve; mine is not yet resolved. Platform is cumbersome to try and make a simple change. Tried of hearing sorry about your frustration, hope your day is going well, reach out if you have problems. I have reached out (countless times), no response. Emailing the CEO doesnt help, no response.
ZenPayroll is easy and intuitive. I am a really busy person and I have a staff of about 8 people. I like the payroll and my staff seems to like it as well. It is also super affordable.I have also had to contact the customer service and I received a quick response. I Highly Recommend ZenPayroll.
We have been in business for 12 years and ZenPayroll is BY FAR the best payroll service we have ever used.The winning combination includes easy employee onboarding, unlimited payrolls per month, and integration with other apps that we use (plus an API for the messy stuff).I used to pay $250 per week to run payroll through ADP. Now I about that per month for a much easier to use service that my employees love.
Not mobile friendlyVery difficult to contactThird advice was to me to get a PC lolSadly zero star not an option
If there was a negative 5-star that is what Gusto would receive. So disappointed! We are currently a customer of Gusto and right now my view of this company is disappointing we have a service ticket out which is now in its 2nd week of no resolution! I have been trying to obtain specific information from the payroll journal which currently is non-existent. It appears I and they (Gusto) dont have access to this information. I have spoken with 4 individuals thus far and even requested to speak to management regarding this problem only to be informed: not to worry they have a service ticket seriously I have no access to information that is needed 2 weeks later still do not have access. While we are a small company this truly is not acceptable I believe I have expressed my disappointment and even expressed a credit for this inconvenience and lack of effort that I see as a real problem. I requested to speak to someone in management but was informed a service ticket was issued and the last representative who took my call said she would check on the status periodically.
Weve recently switched to ZenPayroll, and couldnt be happier. The ease of processing payroll (Literally in minutes) and the fact that it is extremely affordable makes it a no-brainer. I highly recommend ZenPayroll, and have no doubt youll love their service. You can always try their 60 day free trial, and switch if you dont like it, so you have nothing to lose!
Signed up for Zen Payroll for my small biz in SF and LA.Had a superior customer service experience with Lauren.She was smart, articulate and very helpful.I am pleased to have found this awesome solution to my payroll needs.Small biz ownerStressed to the maxTrying to figure outThat payroll tax?Staff is bummedBeating their drumsWorks all doneBut no pay come?Experience SatoriBy signing up for ZenPayroll stressesWill be a long lost friendHelpful, simple, easy and can beZen payroll was the solution for ME
I would like to start off expressing that, first impressions truly make a difference.I had been obtaining mail in offers to sign up with Gusto for payroll services. After reaching out to Gusto, my call was directed to the sales department in order to process my mail opt request. The gentlemen who took my call had no sense of customer service and was rude! A perfect opportunity for the sales representative to make an impression (in case I ever do require payroll services). However, due to his rudeness I am glad I now know I shouldnt hire Gusto for future payroll services. At least after this initial start of the call, the woman who took my call afterwards was able to process my request. By then, I had a poor impression of the company.I highly recommend you think twice before moving forward with this company.
Customer support has become useless. Gusto used to be a good company but has lost its way. Theyll take your money and wont pay your employees.
So I have been trying to communicate with these people for two months now after they failed to send tax reports in to the city for my employee. They wont call back to try and resolve it in a timely manner. Nor will they allow you to talk to a supervisor that might know what they are doing. I left Paycor to go to this company last year. I am so sorry that I did. Shame on you Gusto! You are the kind of company that makes businesses wish they never did even start a business. Letter goes off tomorrow to the president Josh Reeves in San Francisco.
Horrible experience with this company and I would not use them ever. I tried to set up a clients payroll. The Federal Withholding screen did not match the new W-4 information. I called and spoke to someone who said they were a tax expert. When I told him the issue, he said to try and google it. I called back and spoke to a woman who told me that since the employee was hired in 1991, I needed a W-4 form from 1991. Thats new. I told her I probably should look into a different payroll. She told me to do what I had to do and hung up. Scary the lack of knowledge the people in this company have. They are extremely rude on top of it.
I absolutely love ZenPayroll. I was introduced to it by my business coach in late 2014. Since then I have been singing their praises and currently have 6 of my bookkeeping clients using it now. I cant quite say what my favorite thing is - actually, yes I can, the people who work for ZenPayroll. They are so incredibly helpful, kind, and overall pleasant! I will continue to sing their praises!
This is my first experience using any payroll service, but I have been happy with it. There has been a slightly longer delay than Id hope for when I request assistance with something, but it still gets worked out in a timely manner. Its very easy to use, affordable for our micro-business, and they actually have an incredibly helpful, informative blog. Its also been easy for employees to on-board, which seems to save everyone trouble vs. having HR (me) get everyones information and enter it. I also appreciate the philosophy behind the company, and the culture they have built there for their employees. Happy employees are happier to help me. ;)
Will misfile state taxes, resulting in penalties and interest for unpaid taxes, and provide no reason for the mistake, let alone any assurances theyll get it right next time. Deplorably bad customer service. Stay away.
Makes payroll so easy youll cry tears of joy. I dont worry about taxes, I dont think about calculations. I just log in twice a month, click two buttons, and get back to work.Ive heard numerous horror stories about payroll from other companies, and all I can do is chuckle because ZenPayroll has made it so that I dont even have to think. And at a price thats almost too cheap to believe.Plus, their support is friendly and responsive. And so on-top of things that they know Im going to get notices from the IRS before I even get them, and have already dealt with them.Thank you ZenPayroll!
Received a new customer package for my grandfather’s business. The business has not been in business for 20 years and my grandfather has been dead for 16 years as of yesterday. The first two people I talked to were very kind and everything but did not help to get my grandfathers name off of their mailing list. The associate told me that they don’t even do physical mail anymore. So he gave me the number for the California office and when I called it it said the number was no longer in service. I had the call about the original phone number and was finally connected to an associate that helped me take my grandfather’s name and business off their mailing list. Probably should do a little research on the person you’re sending mail to before you do.
This is the 4th company Ive used Gusto with as an employer. If things work, you get what you pay for. Basically, just someone to pay your employment taxes and file your quarterly reports.If something goes wrong though... prepare for your life to be turned upside down.There are so many wrongs that can happen, so heres a short list of what we experienced in the last 6 months.1. Direct deposit not working correctly for employees.2. Gusto staff arbitrarily switching employees to live checks instead of Direct Deposit and not notifying you. (Since Gusto doesnt print the live check, that means that you unknowingly dont pay your employee on time and it hurts them and their families)3. Not actually filing your unemployment reports (we were fined 3 times because Gusto did not file these on time)4. Customer support - the support. Submitting a support request to Gusto means that whomever receives it will not read any message histories and you have to start from square one each time.5. Blame. The first approach of Gusto customer service is to blame you for whatever problem youre contacting them about. This sounds normal at first, until you realize that its going to require 10 hours of your time to produce whatever is required to shift focus back on the real problem.6. ACH challenges. For a time, Gusto was triple billing our account. From speaking with other customers we realized that this was a common problem and it causes a huge nightmare. The nightmare isnt just caused by the extra money paid, but in our case... our bank repeatedly flagged Gustos transactions as fraudulent. The result of that was that our bank accounts were locked, and then in response Gusto locked our payroll accounts until we paid a past-due balance, even though they had already charged us that amount. That resulted in hours of Gusto customer care to unlock payroll and resolve the problem so we could issue checks again.7. You will likely have to issue paper checks. Because of Gustos method of locking you out, you will not be able to run payroll while solving any of these problems. For us, this meant that over half of our payroll had to be worked out by hand and we had to pay taxes manually and spend extra hours to combine data for unemployment reporting.8. Gusto will not call you. at all. At least in our experience, Gustos preferred method of dealing with a problem was not addressing it at all and continuing billing. To put that bluntly, you wont know you have a problem until you try to run payroll. If you are bi-weekly or semi-monthly youll have scramble time. For us though, state law dictates that payroll happens each week. That means that we have to run Payroll on Monday and have funds in the account by Wednesday. If ANYTHING goes wrong, there is not enough time to respond and solve the problem by payday. You will be writing manual checks.9. Gusto staff are unwilling to transfer you to a supervisor if a customer care representative cant solve your problem. Instead, they just go dark and stop responding.10. On paper Gusto sounds like it will save you money. And that may be the case if the stars align and nothing ever goes wrong. However, if ANYTHING misfires, you will be dealing with it for months and burning your time. Gusto has no respect for the value of your time. My firm bills our hourly rates to clients at $350, and I can easily lose 3-4 hours per week dealing with Gusto. My firm is busy enough that this translates directly into lost revenue because were so busy that you have to clear your schedule to deal with it.Right now, we have spent 5 months dealing with the last problem that is not resolved yet. We will likely be asking our attorney general in our state to step in soon, and we have been contacted by a group that is trying to form a class action. Unfortunately we will likely be joining that as well since Gusto is uninterested in solving our issues in any reasonable way.
Been with ZenPayroll for about 1.5 years and love them.Some perks:Minimalist Dashboard (easy to find what you need)Pricing is unbeatable.Takes less than 5 minutes to run a payroll.The emails are rather snazzy.They care about your input, seek it out, and respond to it.
This is a review about an outstanding Gusto employee I met at San Francisco Airport. Myself and 6 other Marines were on a United flight to Oregon that got delayed. We went to the United Lounge to see if we could stay there while we waited, but we were turned away. There was a woman standing in line who overheard our conversation with the receptionist and she immediately offered to let us in as guests on her membership and her personal guest pass she had. She was only allowed to have 3 of us so we told the junior Marines to enjoy and the 4 of us walked outside. A couple minutes later one of the Marines called us back and this Gusto employee had paid for the other 4 of us to enter the lounge. She explained to us that she had recently gotten out of the military and she has been in our shoes many times in her 13 years spent serving. I asked where she worked now and she told me about her company Gusto. This is the QUALITY of employee that Gusto has. I am not a small business owner, but I can attest to this employees passion to help others and her professionalism and friendly attitude in the way she conducted herself. I am certain that she would offer the same amount of friendly service in every interaction she has with her clients. If I ever pursue my own business after the military, Gusto has my business for sure!
I keep the books for 2 companies; one uses Zen Payroll, and the other doesnt. Zen is SO much better! All the Zen reps Ive spoken with are knowledgeable, efficient, pleasant, and clear communicators. Getting to a person is so much faster with Zen than with the other provider. Support calls can easily take 50% less time with Zen than with the other guys. Keep up the good work, Zensters!
Business should always be this accurate and this fun.Im a small business in Texas and will run my first payroll in January. Gusto reps are guiding my steps and they initiate calls to ensure its done right. Talking to the service and sales folks is informative and a delight.The Gusto on line application is easy to use with Quickbooks. I mapped it in minutes. The user interface is very friendly and easy to navigate. There are easy to follow reminders for tasks.I recommend you consider Gusto as an option for your payroll.
UPDATE: The FSA system they have is horrible. Ive had several other FSA plan administrators in the past years and have never had to submit receipts for anything. Most FSA plans just let you track your own receipts if the medical charge seems even minimally legitimate. Now with Gusto I have to submit receipts for all sorts of ridiculous things. I used the debit card for a visit to ONE MEDICAL - they still required a receipt. I provided a receipt and still they denied the reimbursement. The worst!Gusto is used by my partners employer and it has been a complete nightmare to get our insurance set up through them. Not only have we been waiting for nearly two months to get anything processed, but now it turns out only one of us actually received our coverage. Now Im wasting precious time calling back and forth first to Gusto, then to the insurance provider ... constantly on hold. Maybe this is a cost-effective option for cash-strapped startups, but from a customer perspective, I would never recommend their services.
I have had an awful experience with this company. They lack customer service and fail to communicate between each other. I recently asked for an expedited payroll in which I received an email from William who stated the payroll would be expedited. Pay day come along the money was already debited from Gusto so I assumed all would be fine. I received a call from my staff advising they were not paid. I had to receive a credit back from my bank to pay my staff, because of their lack of communication.
We have used ZenPayroll for the last 10 months and waiting for the feature to run Payroll 2 days in advanced rather than the current 5 days. Our 2 week pay cycle ends on a Monday creating a situation where we have to run payroll and confirm time sheets on that Monday in order to run on time. Customer service will not provide any commitment to rolling outhis feature. It is an even bigger issue when there are bank holidays. Disappointed with the company focus here and their lack of communication for this critical update.
Employees: Gusto has to be THE MOST obnoxiously invasive payroll company any employee could possibly be subjected to. I have no reason not to believe they sell data to 3rd parties. Be careful what info you share. They ask for it all.Employers: A considerable part of their business appears to be acting as middleman selling you all other services and signing you up with other 3rd parties (for a nice commission I suspect. Quality be damned).
NIGHTMARISH. I started a Simple IRA, which they would not administer but they said they WOULD track with each payroll. Then things went off the rails. They changed my books going 13 months back, making incorrect and erroneous entries, throwing things out of balance by hundreds of thousands of dollars. They were non-responsive and wouldnt help fix the problem. It took accountants, accountant bills, and hours of work to fix. Even quitting them (went to Paychex after the IRA disaster) was awful. There is no dedicated rep, they dont even have a phone number on their website. I felt like I was working with entitled overpaid millennials who were just learning how to get and keep a job. Chat function never worked, and gee - if you like cutesy little animated pigs on your payroll software, then this place is for you. Sometimes it takes days to get a response; you never have the same person from problem to problem; the answers are often incomplete or just wrong. They bill in arrears - but dont tell you about it until you find out (like I did) that youll get billed for April AND May, even though your last payroll with them ended on March 27th. Im seriously considering suing them.FOLLOWUP: Because of the almost-fraud associated with their insisting on processing my final 3/27 payroll in April (for THEIR convenience), I got a bill from EDD because my payroll tax was submitted bu Gusto during Q2, so the payment was applied in Q2 instead of Q1. I got a late charge (my first, thank you Gusto), had to send $500 that Ive already paid to EDD just to get it sorted out, and will wait probably 10 months to get the overpayment refunded.AND NOBODY AT GUSTO HAS FOLLOWED UP TO APOLOGIZE OR GET THIS ERROR CORRECTED. DO YOU THINK THEY READ THESE REVIEWS?
Terrible experience. After trying to use this account for over a year it was cancelled by an email to their support. Of course they billed me after that. Tried to speak with support but after 15 minutes of someone saying Im sorry I gave up, paid the stop payment fee at my bank. Horrible company.
No Zen here, this should be called Stresspayroll, or kept-missing-deadlines-payroll. Basically the sign up has been a nightmare. Multiple technical issues, which add another day onto missing the payroll as it takes 24 hours to get a reply. Bare in mind you already agree a payroll date with employees then they decide they want more information, you give it to them, then some other irrelevant information. Missed the payroll by more than a week, was in our HQ trying to sort it out, then had to fly out of town to attend meetings, then asked why I was logging in from a different location to the HQ, and what type of products and services we offer - I dont understand how this is a security question. They also asked me to scan and send the articles of incorporation and a letter of IRS correspondence, only they ask this whilst I am travelling meeting clients and not in the office, so inconvenient. They already have my passport, signature, EIN number, business address SOS number of a California registered LLC. I didnt realize it was illegal to want to pay your employees on time! One week after sign up and multiple email ping pong still no joy, then you have to wait 4 working days to run a payroll, which doesnt work well with some 72 hours policies in California pay law, it is difficult to see how we are going to be able to use a service like this and certainly a dreadful start.This was after I had to sign and scan ID forms, then send passport, then asked multiple security questions. Everytime you speak to support you get a different person and there is not liaison between them, Seth was helpful, but did not pass on the details of our correspondence, so I emailed again another rep picked up and we had to start all over again. The final rep Paula Baldin really should be fired for asking such pointless questions. Such as is there a reason you are conducting payroll for a company you are the registered owner of? Does she even understand the purpose of payroll?It was a mistake to sign employees up with this company another firm would have done it faster, not only wasted our time but employees time too. Dont be fooled by the online sign up process, this is more leg work than I have ever done for a payroll set up. It was 50 times easier to set up a bank account than use this payroll service.I give this place zero stars.
I have had the concierge service at Gusto and have to say we are extremely disappointed. Things went well until we reached 85 employees. We actively promoted Gusto to all our friends & family. Then, without notice the time tracking system, used for running payroll, completely broke. My issues are:1. The Concierge Team didnot seem to know much about our company, one of them even asked if we have 30 employees (when we have 90)!2. I believe it should be a simple time tracking fix but they were not willing to provide a solution.3. They insisted that their engineering team was looking into it.4. The concierge team was to a point of being rude (as though it was our fault for having grown to 90 employees!5. They thought they could only handle upto 50ish employees but had not had the courtesy to advise us of that a year ago when we reached that headcount!Can someone of authority at Gusto reach out to create a simple fix or let us know if we should take our business elsewhere?
ZenPayroll is a timesaver. It truly does everything in terms of keeping track of and filing payroll paperwork. I feel way more confident in my ability to onboard new employees and be sure Im meeting filing deadlines and paying the right amounts. Its all rather low-touch, which means Im also not doing a lot of studying about how to get it to work.
Gusto was good at first. I have been with them for years. I use to be able to call and speak to any department I needed to whenever I had a question. Not the same now! They have made it impossible to communicate as they have weird codes to reach a general person who cannot answer any questions. They also will NOT put you through to the person who can answer your questions. How strange is that? I am in healthcare and advise any physicians, PAs, NPs who own a business.... Go with someone else! I cant even get someone to update basic things on my gusto account! Awful service.
Well I have run my first payroll with this company and it has not been the greatest expreince. I have had several questions over the last few weeks and everytime I hold for 5 minutes then get transferred to a voice mail with no other options given. I have heard that this is not a typical response when I go through the other option, that I am tried of hearing it. Change your verbals. My problems have been small compared to others but I am greatly concerned that when I have a big problem I will again be sent to a voice recording. You are dealing with peoples money, I think you need to do better.
This company has taken my money, for insurance, since December 1st. Yet, none of my employees are covered. The amount of stress and headache they have put me through is mind-blowing. I would not recommend Gusto to my worst enemy. It is February 17th and we still dont have any insurance, but they have been taking our money.
Fantastic and affordable small business payroll. Hiring our first employee was a daunting prospect, but Zen made it easy to on-board them (they do it themselves!), handles the tax collection and reporting, and lets employees know when theyve been paid. A fantastic value.
Their commuter benefit card rarely works, the way in which they help you is passive and aggressive at the same time. They have a dilapidated answering machine on their main business line, no option to leave a message, just a voice telling you they are closed. Their people cannot help you when you call. The insurance they manage does not pay claims, which I suspect is because they dont pay on time. Their payroll sometimes does not hit the bank at all if on time. These concerns should never happen. I am very FUSTO rated with them. The word gusto means want or wish by the way. If you deal with them you will be wishing you got paid.
Getting started is easy with these guys and the online portal is not too hard to figure out. Heres where I bumped into huge issues. I engaged their services mid way through the year. I had to run a correction payroll in the 2nd quarter and they incorrectly reported income in the third quarter to the IRS and the State of Illinois. This triggers letters from them saying them I owe them money.I spent lots of the time calling the IRS and State of Illinois working on fixing this. I believe the reason I was able to get to the bottom of things is because I have an accounting degree and understand a lot of this. Without my accounting background I think I would have been SOL. I wonder how someone without an accounting background if put in this situation would be able to get out of this without writing out unnecessary checks.Long story short, using these guys resulted in incorrect filings with government entities and lots of headache
Horrible communication and managers who don’t know how to communicate with their employees and clients.
Terrible. They fail at every turn. They have 1 email address for the entire company. They have 1 phone number and bunch of google voice numbers. It is obvious they work in their socks because they appear to be a group of worthless under achievers who can not resolve basic payroll issues. State of MN says everything is set up correctly but Gusto says it is not... i am stuck in the middle. Epic fail.
I LOVE them. LOVE THEM. Seriously. (And who really loves their payroll company?) Ive been with Intuit and Im so glad I switched. Every interaction -- whether online or with a customer service person -- has been awesome. And their website? Golly-jeez its good. I cant recommend them enough.
This company is a scam. Service starts out great and then you get put behind the brick wall separating customers from customer service. Impossible to get a hold of a human to help us sort out erroneous state filings that are the fault of Gusto, not us. Do not use! Stay far away from zen payroll and gusto. If you are curious about all the reviews here go look at their bbb listing.
The way Gusto works, employees fill out a form on Gustos web site and elect their benefits (health, dental, etc.). My company offers only one dental insurance option, a PPO. I selected the PPO option during the open enrollment period and Gusto sent me a confirmation email showing that I had selected the PPO.However, when Gusto submitted the forms to the insurance provider, they mistakenly checked the HMO box. I found out when I was at my dentists office for an appointment and they sent me away because I no longer had insurance they accepted.First, I logged into Gusto to check my account. Sure enough, I had the PPO. I called back my dentists office and told them they must have made a mistake. They called the insurer and, once again, insisted that I had been switched to an HMO. I called up Gusto to ask what happened. I explained it to the Gusto customer service rep after waiting on hold for a long period of time. The customer service rep said they would call the insurance company and sort it out. They never did. I never heard back from Gusto.Eventually, I got hold of someone at the insurance company. They sent me the form that Gusto had submitted. It showed the wrong box checked. I had to submit a former requesting a change back to a PPO. A week has gone by, and still no PPO.I called Gusto to ask them to help speed the process up. Im just sitting on hold listening to the music while typing this review. I would not recommend using Gusto for anything.
Gusto has been super easy for us to manage. They take care of all the compliance and taxes for us and we have our payroll on auto-pilot, so we only have to touch it to update variable components. Super grateful for the time that they save me!
I typically hate doing payroll and have never had a good payroll experience until Zen Payroll. Theyve been great to work with and the technology and user experience is head and shoulders above all of the other services in the market!
I have nothing but positive things to say about ZenPayroll. Their customer service is exceptional, and they go above and beyond to answer your questions. I highly recommend them for any small or mid sized business!
No customer service at all. I have been trying to get an issue fixed for a month now and they still havent contacted me. They are the one who caused the issue in the first place. If I cant get someone to fix their error by the end of the year I will be switching payroll providers.
Very simple to use, ABC formatted :) ! We used ADP for almost a year and we regret we didnt find Zen sooner. Its much cheaper, effective and definitely modern! Also love how they take care of all the employee paper work which has to be filed along with depositing the taxes directly.
After using two other payroll services I can say Im most happy with Zen! Its worked great and is still affordable. Perfect for a small business like mine.
Somehow Gusto just stole nearly $4000 from me and when I call to discuss this all they say is Sorry there is no way to verify your company, we can not help you. Looks like fraudulent activity to me.
Started out great, but now customer service is non existent. Theyve set it up to avoid speaking with customers, and when you try and schedule a callback its no longer an option on their service page, email is the only option and it takes days for them to get back.......our company will be switching to another provider soon.
This is the second payroll company for us to use and we love them! They accommodate our needs with every request. We cant process a quick payroll as we could with the previous company but we utilize other options in house. They are very friendly and willing to help.
If youve ever used ADP or Paychex, its not hard to know why ZenPayroll is so amazing. They bring technology, simplicity, and customer service to an otherwise archaic industry.Use them, youll save a lot of headaches.
This place is perfect at what it aims to do. Deliver fresh, healthy and moderately priced food with great and helpful service. Our production company orders from here almost once and week, and its the only place that our 25+ crew members can ever really agree on.Highly recommended if youre looking for a fast, filling meal for yourself, or if youre responsible for ordering for a large group of people who require a reliable lunch spot!
Poor customer service, nonsensical questions on the benefits interface still not corrected since a year ago, basic things like reminder emails for forgotten username not working. What more to say!
Best hosted payroll solution, hands down. Having moved from another system, I was surprised how easy it was to get up to speed. The Zen team were professional and accommodating to my schedule.
Just like many of the recent reviews, they have horrible customer service now. I have to wait weeks for an email response on pretty important paperwork and when i call, the people that answer the phone dont know anything besides the most superficial how-to problems. Use anyone else and save yourself some migranes.
I had filed my taxes this year, and irs took out my refund because the payroll company GUSTO didn’t pay my taxes for payroll the year I had them! Now when I contact gusto they said contact the irs! I have spent several hours emailing them and they did nothing to resolve this issue. Do not work with this company
Disappointing. We were excited to try this new software with online access for employees--a great idea. Unfortunately, the software lacked features and agility that we need as a start-up. Sadly, our experience was a negative one. Time to go back to the tried and true payroll firms.
ZenPayroll makes my monthly payroll processing a breeze. The portal is easy to read, easy to understand and, most importantly, easy to execute. Highly recommended!
I have never been so happy with a company. They take all of the confusion out of all of everything making it very easy to set an employee up or get previous payroll records you need etc. Exceptional company to work with. I am very glad I switched to them.
We switched from Paychex and its the best thing we ever did. Awesome online interface, competitive pricing and easy to communicate with. Its a no-brainer to switch to ZenPayroll.
ZenPayroll is everything a small business could ever hope for in an online payroll service. Beautiful, intuitive, reasonably priced, and integrates with other common apps.
We love ZenPayroll at Lima Peruvian Food! Its great to work with them because they make it so easy to do your payroll every month. Thank you, guys! :)
Go on to the website and they quote you one thing and then charge you more. They nickel and dime for everything. Find another payroll company that is straightforward and transparent.
I have to give this huge shout out to the ZenPayroll team, for making our lives at Devard Web Solutions a huge breeze when it comes to our Payroll. Once a headache, now we truly do live in a life of Zen! Thank you ZenPayroll, you guys rock...
I was so stressed out about hiring my first employee! Went to talk with some hiring services and found out they are very expensive. ZenPayroll make it very easy and very affordable for my small business! :)
Overall they are pretty good, but the ability to get answers to question is lacking. You can not call for support and their chat function is either off line or over loaded so you have to wait a long time. The works comp solution has saved me money.
Super easy to use and it completely takes running payroll out of my hands as a business owner. Its also half the price of the competitors and the customer service is on point. I would recommend this for any business owner!
Terrible customer experience. We have been a customer for the last 4 years and theres no direct line to reach anyone with decision making abilities. We have to wait for a while on call to talk to a customer service rep and they cant even direct us to anyone else within the organization. They reach out to us for feedback every few months and nothing gets done about it.
Zen Payroll is a wonderful company that provides an outstanding service for small businesses, nonprofits and others who have employees or contractors.
Love ZenPayroll! Great customer service, very easy to set up. Cant wait to see what Gusto will add to the table.
Dont use them, as someone whos responsible and cares deeply about his peers wellbeing - you cannot trust this company with your payroll and benefits. Seek elsewhere
Absolutely inefficient. W2 Forms with incorrect SSN that need to be amended and NOBODY gives is a call or information on how they intend to resolve the issue. Absolutely incompetent and irresponsible management. Zero customer service support.
DO NOT USE THIS COMPANY Formerly know as Zen payroll! Changing your name wont help your business. TRY CUSTOMER SERVICE AND HONESTY! You do not get what you pay for.
I love this payroll system and ease of use! Such a pleasure to work on a platform that has the customer experience front & center! Thanks Gusto!Peace Love Home - St. Augustine FL
We use ZenPayroll in our startup company, and have had nothing but great service. ZenPayroll is excellent.
Im a big fan. The interface is really easy to use as an employee, their payment notification emails are super fun, and whenever I have a question, they answer thoughtfully and right away. These guys have it right.
Its as simple payroll can possibly get. I have it integrated with Xero and everything is super smooth. Customer service is also spot on. Fast friendly knowledgable.
The most amazing payroll company I have ever work with. Customer service is extremely friendly and help me resolved any issues or questions I had.
Bad onboarding, payroll and follow up.
These guys are great. Support team is there when needed and their program is easy to use. Blows away traditional payroll companies.
OUTSTANDING. Their customer support for my small business is unparalleled. They were very knowledgeable, quick to respond and knew how to fix my problems. Thank you!
Great company, great customer service (Bretton), great everything. The website interface makes things so easy. If you are working with any other company youre making a mistake.
Sends unsolicited spam physical mail to newly registered businesses. Clearly a sign of being a disreputable firm here to annoy people rather than help. Go to hell Gusto.
Stay away if you are counting on them to handle your benefitsThey take your money and do nothingThen your employees have no coverage because its been cancelled
They are the payroll of the future.. more and more companies will become remote and digital and ZenPayroll is The perfect fit.
Loving the customer service and easy to read reporting.Coming from a bigger provider, its refreshing to have all these capabilities at a fraction of the cost.
I like this Software. It really took the headache out of my payroll. Its simple to use and the technical support team is awesome.
Great application that helps really facilitate payroll for our company. Our accountants love it and its even easy for me to understand.
ZP is new and still developing more features but its waaay easier to use than some of the big guys (Paychex / ADP)
Can you make a payroll system any easier to use?! Great job for not having to make me worry about filling forms, etc.
**DO NOT USE this service** Ive never been so upset with the customer service at a company. Especially one that charges a premium. **DO NOT USE this service** - Youve been warned.
Gusto has the WORST CUSTOMER SERVICE! Do not use this payroll service.
This company tries to scam money from a Black History nonprofit
So far (since September of 2014), so good ... better than good actually. I love it - and try to cajole my business-owning peers to check it out.
Payroll truly made easy! Great job ZenPayroll, keep it up.
Great to work with! Extremely easy to setup, great support, and everything has run smoothly.
Absolutely horrible customer service. You have 0 opportunities to actually TALK to a real human, not to mention they don’t answer emails, or messages. DO NOT USE GUSTO
The best payroll company around. You wont regret it!
Great company, solid product, lovely office.
Great place to work. So much energy. The future is being built here
Amazing payroll software, absolutely love it!
They have a great product manager in Colin Roper.
I wouldnt recommend gusto. Theyre not a trustworthy company.
Cant get support through website, email or facebook. wont even publish a phone number to call
Cool place with pregnant raccoons hanging around
Great working environment. My son works there.
Most peaceful and clean that no where else
Dont do it! This place is a joke,
Horrible!!! cannot count on then to be paid on time
Simple, affordable, web based and easy to use!!
Perfect product for our small business.
Great product, great support.
Very poor customer support.
Astranis is where its at
Good people
I used this service.
Total reviews rating 3.1
152 Reviews for Gusto 2024:
Review №1
2024-05-13 21:55:55Unbeliveable - there was an issue processing the payroll process payment to gusto (a fraud protection system on our bank stopped it) .....thus the payment of $149 to gusto failed....system faults at our bank. We filled in all the gusto forms to reactivate the ACH system so that you could draw your $149. We completed this on may 9...this allows Gusto to reactivate and take our ACH payment of $149. We have been waiting since May 9 to have you debit the $149. Gusto has not taken the ACH Payment from our account, thus our payroll is blocked and gusto is not scheduled to take until 5/15....thus our payroll will process late.....I put a call into your call center and after 35 mins the supervisors there cannot make an exception and process our payroll...... as of 5/13 their call center does not have the ability to take a payment over the phone, nor make an exception on our payroll to allow it to process for timely payment of our employees payroll. Crazy that our $46,000 twice a month payroll is being held up by $149 payment to gusto....and their call center has no way of resolving.....I have been with Gusto for years(since Zenpayroll when it actually used to be zen) and the service in general has just deteriorated. 3rd party foreign call centers with no ability to resolve real issues is indicative of further service failures at gusto.
Review №2
2024-04-22 21:29:11I represent an employer using Gusto. I have to say this has been the most frustrating company to use for payroll processing. ER reports are inadequate and am unable to generate reports with the information I require to do my job so constantly generating them manually. Hard to believe we’ve had so many problems we only have a handful of employees. Please look elsewhere for your payroll needs.
Review №3
2024-01-30 19:21:40AVOID AT ALL COSTS!! Terrible customer service! I spent over 3 month trying to rectify banking connections and simply got run arounds with Gusto. Every payroll failed and no one was able to help. Unable to cancel my account online or by phone with a SPECIALIST named Tiffany. They finally offered to refund one month to my hassle-BUT THE ACOUNTS WONT LINK, so that transaction bounced back and they CANT cut a paper check!!!! Beyond ridiculous.
Review №4
2023-12-27 01:35:45DO NOT USE GUSTO. My visa debit card has unauthorized transaction almost $2000. I filed a dispute and never get notification or email about the outcome. I a new representative was assign and ask me to sent a screen shot which I did sent. After 2 weeks since I never heard from them, I sent email again. Different representative email me back ask to fill out dispute form, which I did again. Never heard from them again. Everytime I sent an email for dispute follow up, different representative will be assign and will ask to fill out the form. This happen 5 times. Until they said its already over 60 days and can not file a dispute. I filendispute October 6, 2026. I did sent a letter and fill out out the dispute form. And I sent those requirement theyve been asking since October. But when a new representative assign they ask to do another form. And from the very start, gusto wont let me withdraw at the atm. I have to withdraw at check cashing with fee.
Review №5
2023-12-15 21:38:13Each week Im required to report hours worked from Sunday-Saturday for a select group of employees. I was SHOCKED to be told no when I asked Gusto Support if it was possible to build a custom report for this so I could just change the date each week and get the information I need. Seems like such a basic request, especially considering how much we pay each month for this product. The rest of these reviews are accurate when they state that Gustos support is essentially non-existent. I dealt with at least four people on this one question, none of them were concerned that their product cannot perform very basic reporting.
Review №6
2023-10-02 22:26:23DO NOT USE GUSTO!!! This payroll service has the worst customer service. They are unresponsive and they dont care.GUSTO does NOT even deserve the one star I was required to give them! My company has used them for several years and customer service has never been great. Now it is NON-EXISTENT!!!! Our bank account was closed in June due to fraud. We immediately opened a new account and updated the information in GUSTO, only to find out 90 days later that they had continued to pull money from the CLOSED account. My payroll has been blocked since the first of September because GUSTO keeps saying my bank account is closed. I have sent and resent hundreds of emails and screen shots to them showing them my bank is in fact connected to GUSTO per their confirmation emails. I even opened a NEW bank account with a different bank and connected that to GUSTO to no avail. They still have my payroll blocked. They give me the run around on the phone and make this my fault! They DO NOT answer my emails. They keep saying my account is closed. They wont escalate it to anyone who can actually figure out what their problem is. They have made me wire money to them twice. They keep billing me an additional $100 for each transaction they say did not go through. In the meantime my payroll is still blocked and I have been having to run it manually. To make matters even worse, they just billed me for running payroll that they did not run AND they charged me $100 for a penalty!!!!
Review №7
2024-02-21 19:15:38Do not use Gusto as your PEO. After separating from them due to overly expensive employee health coverage, they refused to issue W-2 forms for our employees for the year, breaking their contract. They were dishonest and did not meet their legal obligations.
Review №8
2024-07-04 12:43:02Terrible! This company has the worst payroll service! Never use them as your employees will be demotivated for not receiving their pay on time.
Review №9
2023-08-26 15:33:43Using Gusto for payroll and benefits is like asking your toddler to do your taxes.NEVER BUY FROM GUSTO! This is a review from a real small business that used Gusto for 2 unfortunate years and has spent more than $10k correcting the mistakes Gusto was liable for making, but refuses to correct their mistakes. No surprise that this company is headed by a man who lets his ego make decisions that cost women and minority-owned businesses thousands of dollars while he sits in his million dollar home in California.Gusto puts lipstick on a pig. This is a marketing company with a rudimentary system that they dont even understand how to use. In fact, the system is so elementary that when they make a mistake on your payroll they will blame you and say that you should have contacted them. Support takes on average 6-8 weeks to respond to an urgent issue! And then when they do respond, they give you bad advice that is either incorrect or a cut and paste response that isnt close to what you were asking them to do.Their benefits team will harrass you to add more services, but these are not managed services. They act like they are helping you and then dont respond for months after your enroll. Its absurd and Im shocked that the Insurance Commissioners would ever allow a company that has destroyed so many business to continue to operate. So since your state wont do the right thing and hold these criminals accountable, its up to you to run as far away from Gusto as possible as YOU will be the one liable for their incompetence!
Review №10
2024-02-23 21:24:41This Company has been a nightmare to deal with, they keep screwing up my payroll every week and their support is just as bad. They promised me they would fix the problems but its only lip service. I would not recommend them to my worst enemy!