GuidelineGuideline is now part of @Gusto. Together, we have helped 34,000 businesses and their employees save for retirement.As part of the Gusto ecosystem, Guideline offers streamlined retirement solutions designed to simplify plan management, administration, and compliance. Employees receive a user-friendly experience to enroll and manage their financial future. Our mission is to help companies effortlessly offer a powerful retirement benefit their team can truly appreciate.For informational purposes only. Should not be considered investment or tax advice.
Guideline (guideline.com) has 371 customer reviews on Five Star Index, with an average rating of 3.4 out of 5.
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Carter C.
This is one of the worst vendors I deal with at my small business. We use them because of the integration with Gusto's payroll system, but the experience has been atrocious. Customer service responds in weeks rather than hours or days and often has no clue what they are talking about. I have received incorrect advice on multiple occassions. Please avoid.
Ryan
High Fees. Poor customer service. High cost to transfer to other 401k providers. Rollover cost you $50 for them to cut a check and mail it. If you like your employees, you'd avoid Guidline.
Rick C.
They don't allow zero stars, so I had to give a 1. Horrible customer service and inability to actually run a 401k. Shut it down, but it took a year for them to do. Once you sign on, you can't get any meaningful help. They are cheap but there's a reason - you get what you pay for in life - pay for something else is my recommendation.
Wind S.
Guideline is the most unprofessional 401K Admin on the market. I am an employer and used them for 2 years. Trying to close my account with them for 3 months. There is no live agent in this firm. Basically no one to talk to. Only a basic response comes from their email system. Deal with them at your own risk. It was a terrible mistake to do business with them and I am suffering for this.
Steve
A bug in the app forced me to manually do payroll for 2 months. Guideline support was no help, continually gave me bad information and wasted hours and hours of my time. I wish I had never used this company. The idea sounds good, but the execution is simply terrible. Stay away!!
Dennis O.
Terrible Customer Service and it is systemic at Guideline. Even if their employees have good intentions, I don't think they are supposed to make any outbound calls, only emails. So YOU have to call them, but they don't answer the phone - even when you pay extra for a PRIME account which entitles you to a designated customer service representative. It can take many days to get to a live person on the phone and after I explain the problem, they never have the answer, they need to talk to their TEAM and get back to me via email. I request a return-call, not email. Still, they respond via email. Very frustrating. My designated rep sent me an email instructing me to book a 15 or 30-minute slot on her calendar and she will call me at that time. I went to her online calendar, the first slot available was 10 days away! I'm not kidding. Clearly, I need to get away from Guideline as I have a fiduciary duty to the Plan. After reading other reviews, I'm frightened of that process. But I have to do it!
Grant M.
Absolutely the worse service I've ever experienced! Stay away from this company, they're crooks. They don't care about their customers and they will rip you off to boot, buyer beware!
Daniel B.
This company is horrible. Don't fall for the price. You get a suboptimal service and will always regret using this company. The phone lines are not answered. The employee are very unprofessional
