Gusto Reviews in July 2026: User Ratings, Pros & Cons

35 business day turnaround.

Customer support has a stated policy of getting back to you within “35 business days”. Very practical around tax time. I ended up paying my accountant $250 to fix a mistake on Gusto’s end. Staff are generally rude and clueless, but as long as you never need to talk to anyone, it seems to work as advertised.

Poor Customer Service

If you have no issues or don't need to call them for anything, Gusto is fine. If you need to call them, the customer service reps have no idea how to help you although they are nice enough. They also have an extremely annoying policy of threatening to block payroll if there's something they perceive as a problem - even if it's a mistake on their end. They don't try to contact you to resolve the issue, just send ominous emails about blocking payroll. When you try to contact them, they have ...

Gusto has gone downhill FAST

Gusto has gone downhill FAST. Their tax support takes over a month to respond. Their phone lines only open until 3pm pst. You don't have a dedicated person/team so your issues go to a new person and you have to explain an issue over and over. They constantly update their system/site but don't tell you - and when there's a glitch (like you can only see the current employee address in the 'address history' page, and no former addresses) they say 'the system is working as intended'. They make ...

Great company!

We first used Paychex which was a nightmare. Now we use Gusto and let me tell you, it's like another world. It's integrated and the customer support is top notch.

Gusto is great!

We love Gusto. Service has noticeably improved in the past 3 months.

Horrible customer support (benefits)

We sent 4 emails in the last 15 days and nobody ever reaches back to us. We have an issue with one of our employee health insurance and not be able to solve it since it looks like there is no customer support. We have been with Gusto for almost 2 years now and have a concierge plan (highest paid plan) and benefit support is equal to zero...

You will wait months for support to answer emails...

I run an accounting firm and provide tax, bookkeeping, and payroll services to small businesses. We use apps like Gusto to save our team time and provide additional expertise in payroll. Overall, Gusto is okay. They were excellent several years ago, but seem to have grown too fast and let their customer service rot. I would not recommend them if you have anything but the most basic payroll needs. I do NOT recommend them if you need additional support in employee benefits or fixing reporting ...

Customer service is nonexistent

It's nearly impossible to get through to customer service. There's no number to call. The chat will say your estimated wait time is 2-4 minutes when it's really over an hour. The callbacks just don't happen. Complete joke.

DON'T USE GUSTO

DON'T USE GUSTO. My company started using them for the first time January 1st, 2021. We were up-sold health insurance. We received an approval email and they let us know we would receive cards in a few weeks. Employee's paycheck had the reduction for the health insurance and the dashboard displayed the active plan selected. An employee had an upcoming appointment and because we were still waiting on ID cards he called the insurance company and found out that the policy was NOT active and ...

Terrible company

Terrible company. Up sold us health insurance. Sent approval letter and said we will get ID cards in a few weeks, took money out of paychecks, benefits tab list active policy - SURPRISE - Gusto Brokers didn't finish the paperwork and there was zero health insurance coverage. Don't risk your small business and life work by working with Gusto.