Marg Gusto

I moved to this company from ADP because they are about half the price for what I thought was the same service.

When onboarding, you are completely alone. It is you and their website. They tell you what info to input but it is very easy to make a mistake. I don't know if I made the mistake or if the website did but the NC Unemployment Tax was set to pay quarterly while it should have been set to monthly.

About three months into switching to Zen/Gusto, I get a letter from the NC Unemployment Commission stating that I owe back taxes, penalties and interest. They were upset because it was filed quarterly when it should have been monthly. I don't know why I would have put in quarterly or why Zen/Gusto didn't catch it.

Keep in mind I have been in business for over 13 years and never had a problem with any tax agency.

It seems that Zen/Gusto want to take the payroll money as early as possible and hold it as long as they can to maximize the interest they make on it. Maybe this is why they are half the price of ADP.

I tried on multiple occasions to get the company to pay the fees but they would not. They also were helpless in dealing with the NC Employment Commission.

Long story short, I saved money by switching but ended up paying more in penalties and interest to the NC Employment Commission. It has been a very bad experience and I am in the process of leaving this company.

Don't use this company. I have been in business for over 13 years and i switched to Gusto Q3 only to have major problems, fees and penalties with the NC Unemployment Commission since.

None over what ADP offered.

The UI is lovely and the site is easy to navigate. When changes to employees or other business features need to be made, the editing process is very simple and straightforward. Overall the design of the website is aesthetically great.

Tax compliance - Gusto has managed to improperly calculate or improperly file our state taxes twice, with errors being made in more than 4 quarters. When we reached out after being served a subpoena by the State of Washington, it took Gusto more than a week and four emails from our CEO to receive any kind of response. Eventually, frustrated with the severe delay (Gusto only needed to mail a check, I personally resolved the issue by sending the check ourselves rather than face additional penalty and interest from Gusto's lack of response.

When a separate issue occurred which the CS representative labeled "high priority", we were informed that response time on high priority issues from the tax compliance department was "about three days". When states are serving subpoenas and expecting penalties and interest to be paid on receipt, three days is an unacceptable response time. When I told the representative this, I was met with an apologetic "The Tax Resolution team is a smaller group so they must handle cases in the order they are usually received". If the team can't respond to critical tickets in a timely manner, shouldn't the team's size be increased?

Overall we have been met with severe delays and a total lack of apparent effort on Gusto's part to resolve our issues. When no issues are present the product is fine, but when issues arise Gusto seems as though they cannot be bothered to give the issue the attention it needs.

I would explore other alternative programs that are available. Gusto is great when things are going well, but if you need their help resolving issues or want a product where taxes are filed correctly and you don't have to wait over a week for a proper response, look elsewhere.

We've been using gusto for Payroll, including state and federal tax compliance. So far the only benefits we have realized are that payroll has been completed in a timely manner and employees have not reported issues with paychecks.

Cute UI...if that's what you're in the market for.

Almost everything. I'm serious. Stay away from Gusto. Here's some of my favorites:

- You and your employees see different PTO balances because the system tracks them differently

- You can only have one PTO policy per employee. Moving employees between policies will delete the previous balances. If you do this mass move the system doesn't warn you until it's all gone

- You can't mass update anything. Need to make the same change to all employees? Get ready to click away for days! The slowness of the system also makes this a great experience if you love wasting hours.

- Customer service is useless and can take a long time to get someone on the phone. Email support takes 24 - 48 hours to respond even the smallest question.

Did I mention you should stay away from Gusto? Remember you get what you pay for.

STAY AWAY!!!

Payroll/HR/compliance. Low cost is the only "benefit", but you get what you pay for.

I liked the first 4 months I used the service without them dropping the ball.

Every single thing about this solution. The fact that every 14 days there seems to be another tax issue. The fact that they left me out to try when their support took me through the Unemployment Tax process only to find out that it was configured incorrectly and we owed money from Q3 2017 when we received notice. When we asked about that, we were told it would be 5-7 business days until we heard anything from their tax resolution team.. The fact that they have failed several times to process payroll after it has been submitted, only to find out that their support tells me that it is my fault not theirs (I have begun providing screen shots to them, only to be told that I AM WRONG. Just a JOY to use and to deal with their condescending "support" team.

Find another provider and don't look back. The massive amount of horrible reviews on this site are telling the truth.

We use it to pay people, it does nothing other than that and CAUSE business problems.

Absolutely nothing. They are the worst.

I have constant payroll errors, management is clueless and doesn't help resolve problems.

Most recent (today my employee who has been with us for a year now, logged into her Gusto and all her personal data was cleared. Her info was replaced by another person that has not been on our payroll. Everything was gone and replaced someone else's private info - Direct deposit info, SSN, W2, Personal details, paystubs-- literally everything was switched. When we called Gusto to see where the error had lied, the customer service agent was clueless and could not give me a timeframe of when this issue would be corrected. Not to mention, my employee's paycheck was going to be deposited into someone else's account on Friday.

Communication

Consecutive errors

Lack of knowledge regarding own companies processes

Made my employees register/withdraw from Benefits three times due to errors and lack of communication on the Gusto Benefit teams behalf.

Dont Do it.

I have yet to find Gusto as a useful recourse. They provide no benefit to my company as I'm constantly having to call them to correct their errors.