Well it has been a slog. I finally got through to a person for the 3rd time. Heather explained that the new metals distribution form wouldn't allow a minus amount as in wire fees and the like. She ex... See more
Company replied
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Review summary
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Reviews shaping this summary
Unfortunately, my e-message communications regarding a pressing problem were met with form replies that ignored the main issue. A last form reply delayed when the matter would be considered. Finally,... See more
Company replied
My task was a simple one (change of address and phone number) but with all the security from fraud these days my representative was patient, pleasant, and most helpful person I've had the pleasure to... See more
Company replied
Heather Kostroun was so friendly and pleasant! It took quite awhile to resolve my request because I had trouble changing my password, but she stuck with me! Instead of my phone call being frustratin... See more
Company replied
Company details
- #34 of 175 best companies in Alternative Financial Service
Written by the company
Leading self-directed IRA custodian for investors seeking to diversify their retirement portfolio with alternative investments - real estate, private equity, crowdfunding and more, and serving investment professionals, sponsors and platforms nationwide.
Contact info
7901 Woodway Drive , 76712, Woodway, United States
- stratatrust.com
4.8
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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The personnel that I worked with were…
The personnel that I worked with were extremely helpful in taking care of my request.
They were very pleasant, and informative.
September 4, 2025
Reply from STRATA Trust
Hi Patricia,
Thank you for your kind feedback! We're happy to hear our team was helpful, pleasant, and informative while assisting you. It's always our goal to make every interaction a positive one — we truly appreciate your support! Have a wonderful day!
Jessica Gaddy, Client Services Manager
I have found every individual at this…
I have found every individual at this company to be truly customer oriented
September 3, 2025
Reply from STRATA Trust
Jon,
Thank you for your thoughtful feedback! We're so glad to hear you've consistently had positive experiences with our team. Providing excellent, customer-focused service is something we truly value — and we're grateful for your trust and kind words.
Jessica Gaddy, Client Services Manager
I spoke with a representative today…
I spoke with a representative today about my RMD, Britney, I believe is her name. She was most helpful, kind and patient. I would give her 10 stars... Thank You So Much!
September 3, 2025
Reply from STRATA Trust
Thank you so much for your kind words! We’re thrilled to hear Brittany was able to assist you so well. We’ll be sure to pass along your compliments — 10 stars will make her day! We truly appreciate you taking the time to share your experience.
Sincerely, Jessica Gaddy, Client Services Manager
Very good service guiding me through a…
Very good service guiding me through a task I don't do everyday. Outlined 1,2,3 what to do.
August 27, 2025
Reply from STRATA Trust
Rick,
Thank you for taking the time to leave this great review of the service you received from our team.
Best Regards,
Jessica Gaddy, Client Services Manager
I am so pleased at the excellent customer service I received today.
Heather was very helpful getting my profile updated. She went above and beyond getting my password reset and setting up auto pay for my annual fee. I appreciate the great customer service I received today. Thank you again Heather.
August 28, 2025
Reply from STRATA Trust
Brenda,
We are so happy to hear that Heather was able to assist you with logging in and getting your auto pay set up! Thank you for sharing this amazing feedback!
Best, Jessica Gaddy, Client Services Manager
Strata is an incredible company and…provides a high level of customer service.
Strata is an incredible company and their employees are friendly, engaging and knowledgeable. I would like to give a shout out to Lara Reid in particular. She was able to answer all our questions and concerns. Super employee and example for your company! Thanks Strata and Lara for providing excellent customer service.
August 19, 2025
Unprompted review
Reply from STRATA Trust
Thank you for your wonderful feedback! We’re thrilled to hear about your positive experience with our team and truly appreciate your kind words about Lara.Thank you for choosing Strata — we’re grateful for your trust and support!
Professionalism and caring attitude.
Professionalism and caring attitude of the staff.
August 19, 2025
Reply from STRATA Trust
Thank you for your thoughtful comment. We're committed to providing both professional service and genuine care in every interaction. It means a great deal to know that came through in your experience with our team. We're always here to support you.
Best,
Jessica Gaddy
Client Services Manager
Reply from STRATA Trust
Thank you for your kind words. We're glad we could provide the patience and support you needed while completing the forms.
Jessica Gaddy, Client Services Manager
I’m a son that had too deal with the…
I’m a son that had too deal with the death of his father. The people at Strata were kind and helpful through a difficult process. Each time I reached out for assistance; I received consistent support with solid communication between multiple departments. Thank you Heather and Strata Trust for all your help.
August 18, 2025
Reply from STRATA Trust
"Thank you so much for your kind words. We are truly sorry for your loss, and we’re honored to have been able to support you during such a difficult time. It means a great deal to know that our team—especially Heather—was able to provide the guidance and care you needed. We strive to make every interaction as supportive and seamless as possible, and we're grateful for the trust you placed in us. Please don’t hesitate to reach out if we can ever be of service again.
Jessica Gaddy, Client Services Manager
Agent was very helpful and very…
Agent was very helpful and very knowledgeable. She took the time to explain everything and she was very understanding.
August 15, 2025
Reply from STRATA Trust
Thank you for your kind feedback! We’re delighted to hear that our agent provided helpful, knowledgeable service and took the time to explain everything clearly.
Sincerely,
Jessica Gaddy
Client Services Manager
The last 10 years with Strata have been excellent
Everything over the last 10 years has been handled very well. Reporting and documentation are excellent. They are trustworthy and they do have decent people to work with. One in particular is Heather Kostroun. She has the experience and knowledge to identify and solve problems quickly.
August 13, 2025
Reply from STRATA Trust
Thank you for your continued trust over the past 10 years. We’re especially proud to have team members like Heather Kostroun, whose experience and dedication make a meaningful difference. Your kind words mean a great deal to all of us at STRATA.
Best, Jessica Gaddy, Client Services Manager
Outstanding customer service providing…
Outstanding customer service providing me with all the information needed to make my financial move.
August 7, 2025
Heather stayed with me the whole time…
Heather stayed with me the whole time when completing the required form which was great because of the difficulties I had completing it. I had to refresh the screen a couple times for NEXT button to turn blue from gray.
August 6, 2025
Role model employee
The patience and kindness of Heather. Her knowledge of product and ability to analysis the issue to be resolved. She took action. A role model for other reps. They could benefit from her manner and expertise. A valuable employee.
August 5, 2025
Excellent Service
Someone is always there to answer the phone and are knowledgeable on the topics I need. Thank you, great job.
August 5, 2025
Reply from STRATA Trust
Steven, Thanks so much for this wonderful 5 star review! The STRATA Team definitely appreciates it!
Best, Jessica Gaddy, Client Services Manager
Excellent Customer Service from Cory
Excellent Customer Service from Cory. He has been very helpful explaining how to process contributions, distributions, and buying/selling investments for my self-directed IRA accounts. THANKS CORY!!
August 5, 2025
Reply from STRATA Trust
Thank you for the great feedback! We're thrilled to hear that Cory provided excellent support and helped clarify the contribution, distribution, and investment processes for your self-directed IRA. We’ll be sure to pass along your kind words — thanks again for taking the time to share!
Jessica Gaddy
Client Services Manager
Brittany was patient and professional…
Brittany was patient and professional and walked me through the process with ease.
August 5, 2025
Reply from STRATA Trust
Thank you for taking the time to leave this 5-star review! We're so pleased to hear that Brittany was both patient and professional while walking you through the process!
Thanks again! Jessica Gaddy, Client Services Manager
Taking time to help client
Heather walked me through each step needed. She had patience and our interaction was a wonderful success story today.
August 4, 2025
Reply from STRATA Trust
Thank you for the kind words! We’re so glad to hear that Heather provided such helpful and patient support. We’ll be sure to pass along your feedback — it means a lot to us!
Warm Regards,
Jessica Gaddy, Client Services Manager
Very helpful and polite !!!
July 31, 2025
Reply from STRATA Trust
Hi Jeffery,
We're happy to hear that Heather was able to provide such helpful and polite service. Thank you for taking the time to leave this review!
Jessica Gaddy, Client Services Manager
They keep giving us the runaround about…
They keep giving us the runaround about shipping our metals to us
July 24, 2025
Reply from STRATA Trust
Good Morning Mr. & Mrs. Moore,
Without going into detail on this public platform, it appears that the original request was withdrawn and replaced with a new one. However, we’ve identified that some corrections are needed on the updated form. A team member will reach out again to you directly today to assist with resolving this.
Thank you,
Jessica Gaddy
Client Services Manager
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