GuidelineReviews of guideline.com

Very courteous, professional, intelligent and patient.

No one is a fan of calling a customer service representative for assistance these days. Although Guideline makes it very easy to find information on the website or email, sometimes you have an urgent need. To be honest I didn’t wait that long on hold and the representative was friendly and knowledgeable and solved my issue immediately. it’s wonderful to talk to a real life human being when you have the opportunity.

I was on hold for 20 minutes which was excessive BUT the rep that answered was professional, well spoken, took care of my request above and beyond. Walked me through where to find what I needed online and uploaded my requested documents for me to download in less than a half hour from the time of my request. Yes, I was on hold for a long time but I don’t mind to hold when I receive that quality of service.

I needed to reset my 2FA, and the agent was thorough, polite, and very clear. He helped me regain access to my account in under 5 minutes.

Great onboarding experience! The platform is easy to use and for employees to adapt to.

Guideline helped me establish a 401K through my Company and made the process easy and smooth. I am not very knowledgeable and they took the time to educate me on the best investment for retirement that would meet the needs of my business.

lack of support

Guideline wouldn’t transfer my 401k funds to another account, because they claimed they couldn’t confirm my identity. They drug their feet confirming my identity until 3 days past the deadline when they moved my funds to another provider. I’ve now lost thousands in my 401k, because they couldn’t confirm my identity over weeks of me sending documents. Honestly, I think they have an incentive to not give you your money, as they take fees when they transfer you money to a third party provider. I would get far far away from this company. If they claim to not be able to identify their own clients from passports, W2s, and bank statements, how secure is your money really? Also, it’s cute shit they try to respond here and ask us to reach out to support. You mean you want me to waste more time with the same support people who are incompetent? Working with my attorneys on how to file a complaint here, and if small claims court is necessary. There are countless other reviews like mine with Guideline screwing people out of their retirement money. If they aren’t careful they will be in for a hell of a class action lawsuit. Edit: the bot that replied to me asked me to email support-after I specifically said in my initial review it’s a waste of time and I won’t be doing that. Too rich. They don’t even have people replying to these complaints, just a bot. Wow.