Guideline Reviews 353

Deven was incredibly helpful, patient and kind. Phenomenal customer service and ease of use.

Addy was SUPER professional, knowledgeable, and pleasant

The representative that I talked to (I forget the name I’m so sorry) was amazing. Calm, attentive, and kind - that’s exactly what I needed when stressed about rolling my 401K over. Thank you x1000 for your support and kindness!

My question was answered quickly and the process was started

Maylin gave me amazing customer service and went above and beyond to assist me. We need more people who have passion like hers in customer service.

Guideline customer service has always been 5 star and my concerns are always addressed in a timely fashion

The customer service representative was very knowledgeable, friendly, patient, and extremely helpful. I truly appreciate the assistance provided. Thank you.

John was very patient and walk me through step by step in setting up my account. He was very knowledgeable…
Kind Regards,
YF

We had a question about a tax filing and they answered very quickly and walked me through the steps. The process was very seamless and easy to understand!

Very nice lady helped me. She was patient & knowledgable.

Excellent customer service and very knowledgeable employees.

I am a small business owner and use Guideline to administer our 401K plan. The user interface is very convenient and integrated with our payroll system, which is why we opted to use Guideline. However, today we received a notice of penalty from the IRS because Guideline failed to file our 8955-SSA form on time (it was several months late) and also failed to file an extension when they were unable to get this form filed on time. Very disappointed that Guideline did not even notify us of this issue or proactively address it with the IRS when they knew these forms were filed several months late. This is a core part of their job.

Jessica is a rock star CSR!!! She walked me through every step of getting my RMD set up.

The whole process was quick, easy and straightforward.

Thanks for all your help Jessica!!!!

Luis answered all my questions and explained the answers.

Liz was very kind and patient walking me through the steps needed for a cash withdrawal and a rollover.

I was wondering why I can't move my 401(k) to another institution. I called Guideline, the representatives were so polite and very accommodating. They patiently answered my questions to the best of their knowledge.

The lady that helped me was very knowledgeable and very understanding. She walked me through what I needed step by step and didn’t rush me at all. She also made sure I understood everything and was satisfied. Really enjoyed meeting her.

I rec'd answers as needed. Rose was very helpful .

For 6 months they didn't take out the contributions from payroll and I was hit with a half years' bill of contributions that were not being done without any escalation of any size.