Gusto

Hello Robin, Thank you for sharing your experience. We're sorry to hear about the challenges you faced and understand how frustrating a lengthy resolution process can be. Accurate tax filings and compliance depend in part on the employee and employer information maintained within the account, including work locations and address updates. We rely on this information to help ensure filings and payments are submitted correctly. When issues arise, our team works to assist with corrections and help move the process forward. However, some matters, such as wage transfers and agency account updates, require action by state agencies and are subject to processing timelines outside of Gusto's control. While we do our best to support customers through these situations, there are times when we must wait for the agency to complete its review and processing. We understand the impact these delays can have and appreciate the opportunity to assist throughout the process.

Hello Underdog Rescue, Thank you for being a long-time customer and for taking the time to share your experience. We're sorry to hear that your recent support experiences have not met your expectations. We understand how frustrating it can be when a simple account change takes longer than expected, especially when additional issues arise during the process. We know business owners rely on timely, accurate support, and we recognize the impact when we fall short of that standard. We appreciate your candid comments and are committed to continually improving the support experience for all of our customers and sharing this feedback with the appropriate teams.

Hello Patty, Thank you for sharing your concerns. We're sorry to hear about your experience and understand how frustrating it can be when you're seeking assistance with an urgent issue. After reviewing the matter internally, we can see that the issue has since been resolved. While we're glad a resolution was reached, we recognize that the experience leading up to it did not meet your expectations. Timely support and clear communication are important, especially when payroll is involved. We appreciate you bringing this to our attention and thank you for the opportunity to assist.

Hello Bob, Thank you for being a customer for so many years and for sharing your experience. We're sorry to hear about the frustration you've encountered. We reviewed your account and can confirm that resolution was provided under case #43287476. We understand how concerning issues involving duplicate charges can be, and we regret the inconvenience and time involved in getting the matter resolved. We appreciate your patience throughout the process and your long-standing trust in Gusto. If anything else comes up, our team is here to help. Thank you for giving us the opportunity to assist.

Hello Joshua, Thank you for sharing your experience. We're sorry to hear about your frustration and understand your concerns regarding account fees and outstanding balances. Even when payroll is not actively being processed, certain services may continue behind the scenes, including account maintenance, tax filing obligations, and compliance-related activities required to keep accounts and agency records in good standing. As a result, fees and outstanding balances can continue to accrue depending on the status of the account. We reviewed your situation and can confirm that our team took the time to investigate the account, explain the outstanding balance, and outline the available path forward. While we understand that the outcome was not what you had hoped for, our goal is always to provide transparency and support throughout the process. We appreciate the opportunity to work with your business and wish you success moving forward.

Hello there, We appreciate you taking the time to share your perspective, and we're sorry that your experience left you feeling disappointed. Managing payroll, tax exemptions, reporting, and account changes should be straightforward, and we understand the frustration when those processes feel more difficult than expected. We also recognize the importance of receiving accurate guidance when reaching out for support. Your experience does not reflect the standard we aim to provide, and we remain focused on improving both our product experience and the quality of support available to customers.

Hello, Thank you for taking the time to share your experience. We understand how unsettling it can be to receive an unexpected notice from the IRS, especially when you're looking for answers and clarity. When customers receive tax notices, we encourage them to upload the document through their Gusto account so our Tax team can review it thoroughly. Because tax matters often require detailed review and documentation, follow-up is typically provided via email to help ensure accuracy and compliance throughout the process. We also want to acknowledge your concerns regarding support. Gusto's team is made up of skilled professionals from a variety of backgrounds, all committed to helping customers navigate payroll and tax questions. While some issues require review by specialized teams before an update can be provided, we're always happy to continue supporting customers and answering questions along the way. We appreciate your patience

Hello Anita, Thank you for sharing your perspective. We understand that as a consultant, your reputation depends on recommending tools that businesses can rely on, especially when it comes to payroll taxes and compliance. While many filings and payments are handled automatically, some tax matters require additional review and, at times, coordination with state agencies. We recognize that when issues arise, timely communication and access to support are critical. We appreciate your candid comments and understand the concerns you've raised regarding both tax support and the overall customer experience.

Hello, We can see how frustrating this situation has been, especially when it involves tax filings and agency notices across multiple businesses. Issues involving state agencies and tax filings can be complex and may require additional review, corrections, and coordination with the agency before they can be fully resolved. We understand that delays and uncertainty during that process can be extremely disruptive. We've reached out to request additional contact information so we can review the matter more closely and better understand the concerns you've raised. We take issues related to tax compliance and support responsiveness seriously and appreciate the opportunity to investigate further.

Hello Brenda, Thank you for your continued trust in Gusto and for recommending us to your clients. We're thrilled to hear that Gusto has helped make payroll easier for both your business and the small businesses you support. Providing accurate payroll, responsive service, and an easy-to-use platform is exactly what we strive for. We appreciate your partnership over the past two years and look forward to continuing to support you and your clients as you grow.

Thank you for sharing your experience! We’re so glad our team was able to help get everything resolved and provide the patience and support you needed along the way. We know login issues can be frustrating, and we truly appreciate your persistence and kind words. We’ll be sure to share this recognition with Riva and the team!

We’re sorry to hear about your experience and understand how frustrating ongoing tax compliance issues can be. While we’re glad to hear you had a positive experience with our sales team and platform initially, we never want customers to feel unsupported after signing up. Our Tax Resolution team is always happy to review any notices or unresolved tax concerns in detail and make sure you’re provided with clear next steps.

We’re sorry to hear about your experience. We understand how frustrating unwanted interruptions can be, and we appreciate you sharing your feedback. We’re always working to improve the app experience for our users.