Be aware when migrating your data
We chose Gusto expecting a smoother, more modern experience. Instead, it has been one issue after another, and months later many of our problems still aren’t resolved.
From the start, the person handling our account did not import our data correctly. Several key employee settings were missed, which created serious issues with state agency reporting. Even simple details — such as classifying employees as part-time vs. full-time — were mishandled. Tax codes were entered incorrectly, most of the issues I was able to catch but a few months ago I noticed that the hours were copied over wrong, and quarterly reports were filed with errors.
In addition, employee benefits set up is still incomplete, and a couple of my staff is without the coverage they were supposed to have. Each time I’ve tried to get help, it has dragged on for months with no clear resolution. Support responses feel like nobody truly understands how to fix these issues.
Now, Gusto is expecting me to pay for tax liabilities that were caused by their mistakes. This is unacceptable — their errors have created compliance risks, wasted countless hours of my time, and damaged trust with my team.
Overall, I cannot recommend Gusto. If you are considering their service, be prepared for a painful setup process and very limited accountability for the consequences of their mistakes.
Reply from Gusto
Hi Isabelli,
We are very sorry to hear about your experience. The challenges you described with data migration, benefits setup, and support are not the level of service we strive to provide, and we understand how frustrating and disruptive this must have been for you and your team.
Since your contact information was not included with this review, we have requested your details so that we can reach out directly and review these concerns further. Your feedback is important, and we want to make sure it is properly addressed.
– Gusto Client Relations