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Business Profile

Retirement Planning Services

Guideline

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company accepted us as a client when they knew we use ***** as a payroll company. 3 yrs later they have been charging us left and right and deducting money from our bank account without authorisation stating their company was not well integrated with ***** so they failed to invite some employees for 401k IRS laws. However as per them now they are well integrated with gusto and should not have this issue in the future. This is a mistake on their end and yet they have so far charged us over 3k in corrections for their mistake. We have done everything by law and yet we are being penalised for their failures. This has been going on for months where they keep charging without any authorisation and no responsibility

    Business Response

    Date: 03/27/2025

    March 27, 2025

    Better Business Bureau, Inc. 
    **************************************************************************************

    Re: Complaint ID ******** 

    To Whom It May Concern:

    This letter is in response to the updated information received regarding complaint ID ******** on March 20, 2025.
    Thank you for bringing this matter to our attention. We take all feedback seriously and take great care in investigating and resolving any and all issues our customers may encounter. 
    At this time, we are working with the customer to provide a resolution to this matter. We will continue to monitor the situation and keep an open line of communication with the customer. 

    Sincerely,

    **** ***********
    Manager, Client Relationship Management

  • Initial Complaint

    Date:01/16/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My colleagues and I received an email from Guideline that asks us to set up an account for 401k. However, my employer never used their service. Guideline acquired our contact information from an unknown third party without our consent, while getting our personal information with a scam.I already created a Guideline account and provided my personal information, including sensitive information such as SSN. I require Guideline to delete my account and personal information immediately.

    Business Response

    Date: 01/24/2025

    Good afternoon, 

    Please see the attached document which contains Guideline's response to the above-mentioned complaint. 

    Thank you, 

    Guideline

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