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Average of 10 Customer Reviews
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Review fromspencer S
Date: 03/26/2025
1 starspencer S
Date: 03/26/2025
RUN! Their support is terrible. You will never be able to get your money out. Everytime you call to transfer the money to a real bank, they make up a new reason they can't give you your money. Straight up fraud.
Guideline
Date: 04/04/2025
Thank you for bringing this matter to our attention and providing us an opportunity for us to respond. Our Customer Success team is currently working with the customer to find a resolution. ********************** is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communication. We appreciate the feedback.Review fromJennifer E
Date: 02/05/2025
1 starJennifer E
Date: 02/05/2025
Our company started a 401(k) with Guideline in 2025 and it has been nothing but a nightmare. Only 1 out of the 3 payrolls that we have had, has our 401(k) withholding been deposited, not company match. All employees are missing out on earnings. I have sent the payroll reports so the company should be able to at least get our withholding in, but they haven't. Being told by the same person at Guideline that they are escalating the integration between ********** desktop and the 401(k) and it has been over 4 weeks. ********** doesn't want to synch with Guideline and an error occurs every time in **********. We can't change the percentages in ********** or add new employees contributions with the payroll item that is setup. They should get a zero rating. I don't see this EVER being fixed. I just hope at the time when we terminate our contract with them that all employees can get there money rolled out. WOULD NOT RECOMMEND THIS COMPANY AT ALL.Guideline
Date: 02/24/2025
Thank you for bringing this matter to our attention and providing us an opportunity for us to respond. We have completed an internal review and can confirm that both the Guideline and Payroll Provider teams are actively working with the client to resolve the issue. Guideline is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communication. We appreciate the feedback.Review fromJacob B
Date: 10/17/2024
1 starJacob B
Date: 10/17/2024
I tried to withdraw money from my 401k and it says the money is sent but it has not...I was told to wait on their process but no response from them...if you have money in a guideline account you are screwed...you will not get your money...I am now contacting an attorney to try and receive my funds...DO NOT USE GUIDELINE THEY ARE CROOKS AND YOU WILL LOSE YOUR MONEYGuideline
Date: 10/24/2024
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. We have completed an internal review and consider this matter closed at this time. We appreciate the feedback and will continue to strive to provide a high level of service to our customers.Review fromChristopher P
Date: 08/15/2024
1 starChristopher P
Date: 08/15/2024
I have initiated a transfer request a few months ago to close out my account. I have yet to receive the money from my account and there is a remaining balance due to dividends. Trying to re-initiate the process, theyve told me their system is down and offer no solutions to assist. Theyve even began to ignore my calls, not giving me call backs when requested through their automated system and giving no solutions as to what to do. Their only response is there is a bug in our system. Abismal customer service and I will advise anyone that I know to steer clear of the company.Guideline
Date: 08/21/2024
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. We have completed an internal review and can confirm that the issue has been resolved and your distribution request has been processed.Review fromAndre K
Date: 02/04/2024
1 starAndre K
Date: 02/04/2024
Guideline has a broken product and abysmal customer support. In closing and transferring our accounts we received conflicting communications from support. Even have triple confirming with their support staff, Guideline still cost our company thousands and thousands of dollars as they had confirmed that they received the final funds from our employees. However, they were incorrect leading to months of Lost Earnings. Even worse than this, it took months for them to figure out what went wrong and where, delivering constant headaches for the administrator. I've had to send hundreds of emails to Guideline over the past 6 months and they have not been able to shed any light on the account. Shockingly, they transferred our remaining employee's funds to another bank without informing us or providing any information about how to collect the funds. I cannot think of a worse and more irresponsible company managing retirement funds.For anyone looking to sign up for a 401k provider, avoid Guideline! They are the cheapest for a good reason - they are by far the worst.Guideline
Date: 02/16/2024
Thank you for bringing this matter to our attention and providing us an opportunity for us to respond. We have completed an internal review and can confirm that while the customer may not be pleased with the service received, our teams worked with the client over several months to address their concerns, and correct any errors. This matter appears to be resolved at this time. Guideline is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communication. We appreciate the feedback.Review fromHenry K
Date: 08/16/2023
1 starI Initiated a rollover of my 401K. They claimed they sent a check and it would arrive in **** days. on day 10 it did not arrive. I inquired through support and then they said to wait 14 days. I waited 14 days, and now they say to wait 10 business days, ignoring the fact that the **** is open on Saturdays. I am getting a lot of runaround while they hold $64K of my money in limbo! Started seeing similar reviews on other sites and on the BBB site. I am now considering legal options.Review fromJana R
Date: 07/15/2023
1 starJana R
Date: 07/15/2023
Horrible mismanagement of funds. Keep your employees investments away from this company.Guideline
Date: 08/16/2023
Thank you for bringing this matter to our attention and providing us an opportunity for us to respond. We have completed an internal review and can confirm that while the customer may not be pleased with the service received, the matter appears to be resolved. Guideline is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communication. We appreciate the feedback.Review fromDaniel P
Date: 01/30/2023
1 starDaniel P
Date: 01/30/2023
I'd much rather give 5 stars since onboarding was excellent. However, my business took heavyhits during parts 2020-2023, and I had no choice but to lay off employees and stop operating. Then, try and terminate my 401K. I asked if it I could make an emergency withdrawal but they said I didn't have enough funds. Next, I said I have to terminate it sounds so can you please help me move this along swiftly. One would think it would be a straightforward process and if issues arose during this "off-boarding", they'd help. Instead, I've had to email them 10+ times to get one question answered. Then the technical bugs. I tried to begin the termination process on 12/1/22 but no luck. I ran my last payroll in the beginning of October with integrated software. No funds were added to any plans yet Guideline continues to say I owe them. When I ask (it's been 4 times) how they arrive at the amount, they give different reasons. On 1/26/23, I got an email stating the following "We have initiated the collection of $450.00 for BUSINESS XYZ 401(k) Plan. $450.00 will be withdrawn from BUSINESS XYZ bank account ending in ************************************************ the next 1-2 business days." I responded and said "What is this withdrawal amount for?Can you breakdown every amount right away?" They responded "Hi ***, Thanks for the note! It looks like this amount is related to monthly Owners Draws that were set up for you. We originally tried to debit these Owner Draws when the plan was active in November and December but the collections failed. It looks like our system was still trying to collect the failed owners draws for months prior. With the plan terminating effective 10/12/2022 initiated in January, we'll get to work on fixing this right now. I'll be keeping you posted on the progress we make on this next week. Terrible customer service is the new norm. But what's really worse, is the many emails they sent me (existing customer) re: 3 months at no charge to new businesses.Guideline
Date: 02/03/2023
Thank you for bringing this matter to our attention and providing an opportunity for us to respond. We have completed an internal review and can confirm that the concerns with the customer are resolved. ********************** is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communications. We appreciate the feedback and will always work harder to give a better customer experience.Review fromAshley Z.
Date: 11/25/2022
1 starAshley Z.
Date: 11/25/2022
Unfortunately my previous employer selected Guideline to manage their 401k plans. In July, I requested a rollover to my new provider. Granted I forgot this had not taking place for about a month and have been calling Guideline since August to locate my funds. Guideline employees have mishandled my account and have not shared accurate information. I was advised my 401k was cashed and it was not. I was advised an employee filed the incorrect paperwork to roll in funds. I was advised the stop and reissue has been complete several times now. I called Benefits Trust (where the check is sent from) and they advised me Guideline has to submit the stop and reissue which they had not received. I called Guideline back to request this and was informed it would take 2-3 weeks. The same thing Ive been advised before. Monday, November 21st I requested a manager assist in resolving the issue on my account. He informed me the funds would return Wednesday, November 23rd, they did not. I was advised I would receive a follow up call today, Friday, November 25th regarding the stop and reissue being completed and the funds being returned to my Guideline account.Unfortunately, I received no call and when dialing in, I have found out their offices are closed. It appears I was lied to again and now my a leader of their team. I am not receiving a resolution for an ongoing issue. I have sent an email requesting a call back from the managers manager this coming Monday in hope to find a resolution. This is truly an unfortunate case. If in the future any employer of mine utilizes Guideline I will not hold and account there. I am also losing hundreds of dollars in dividends as this issue remains unresolved.Guideline
Date: 11/28/2022
Thank you for bringing this matter to our attention and providing an opportunity for us to respond. We have completed an internal review and can confirm that the concerns with the customer are resolved. ********************** is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communications. We appreciate the feedback and will always work harder to give a better customer experience.Ashley Z.
Date: 11/28/2022
As of calling today, November 28th the matter has not been resolved. I have not received nor have been informed of the check being sent to my address. I was informed I would receive an email with a tracking number when the check is sent out. I have not received an email. My next step is to file an SEC complaint again Guideline for mishandling my account.Guideline
Date: 11/29/2022
This is in response to your follow-up filed on November 28, 2022. Our team is currently in active communications to address their concerns, have expedited their request as of November 29, 2022. Again, Guideline is committed to providing our customers with excellent service. We take these concerns seriously and want to resolve any and all issues our customers may encounter to learn from their experience and improve our product and communications.Review fromJeremy D
Date: 07/27/2022
1 starJeremy D
Date: 07/27/2022
I was signed up for Guideline without my consent by my previous employer, yes that is not their problem but they told me I could get my money out within **** business days because I am having back surgery and they said I could do a hardship withdrawal. Well they lied, and now I am at the whim of whenever they get around to it. After a short phone conversation I was told they would get to it "sometime in august" but wasn't given any more information. THIS IS MY MONEY, NOT THEIRS. **************** should never give you bad information, do not promise a customer you will give them their money back in a certain timeframe if you cannot honor the promise. I would highly recommend utilizing a different 401k plan, my non employer sponsored program at VG is incredible and a much better return.Guideline
Date: 08/05/2022
Thank you for bringing this matter to our attention and providing an opportunity for us to respond. We have completed an internal review and can confirm that the concerns with the customer are resolved. ********************** is committed to providing our customers with excellent service and we take great care in investigating and resolving issues our customers may encounter to learn from their experience and improve our product and communications. We appreciate the feedback and will always work harder to give a better customer experience.
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