Guideline Reviews 353

Emily was amazing. She was very helpful and very polite.

Jessica was an absolute hidden jem. Get customer service attitude was awesome and she went above and beyond to assist.

You guys rock, thanks for being so caring and listening and helping me with the things i am not good at

Austin was wonderful, and kind. she made my problem her problem and that speaks volume.

Always answer and always helpful when I call with questions!

They are always so kind, and go the extra mile to make sure your concerns are not only addressed but personally follow up to ensure the task was completed.

It’s good, guideline takes to long to disbursement hardship funds. People are nice and honest.

Guideline has been great for our company, from few person startup to 50 people. Always great knowledgeable support with follow-up if required.
I hope that the joining with Gusto does not ruin Guideline. We left Gusto years ago due to horrible customer service. Gusto needs to learn from Guideline!

The customer service representative's name was joy and she did a wonderful job

Every time I have called with questions, even after 5pm, they have been GREAT. Their team is always friendly and quick. If they don’t have an answer for me immediately, they find one or give me next steps to achieve what I need. I’ve had several 401k providers over the years, and have never had this quick and easy service!

Very helpful & clear with information

Great Customer service

Extremely nice, very knowledgeable and very helpful. Absolutely the best experience I have ever had with a service department in the past 50 years.

I worked with Jennifer today. She was excellent, good listener, thoughtful. Understood exactly what I needed done, and came up with a quick solution to get me on my way. Seamless!!

My call was extremely professional and efficient-
Couldn’t have asked for a better experience.

The representative was polite and very helpful.

I used Gusto and Guideline for payroll and 401k. It was relatively easy, always

She was very helpful.I didn't know how to go about this at all.And she walked me through step by step. And is going to continue to help until it is resolved. Thank you so much

We migrated our company 401k to Guideline trusting that it would be an improvement over our prior administrator. Today we received notice of a $16k penalty from the IRS because Guideline failed to file our annual documents on time. They offer no support for this issue but a general email inbox. No person, no account manager, no escalation routes. We thought our prior administrator wasn't a great experience, but at least they always filed on time. Guideline has let us down in a huge way. I regret moving our company to them.

The rep I spoke to was very kind and patient. He didn’t rush to get me off the phone and I appreciated the help he gave