GuidelineReviews of guideline.com

Terrible customer service. If you have an issue, it's handled by non-techs. You get an email, describe your issue, then you get another email the NEXT day. Don't worry, they will take care of it. No replies until the next day, again. Rinse, repeat, until you're stressed out. Took me 7-8 days to get a resolution to my problem. No one cares.

Terrible experience. Reps aren't knowledgeable or very helpful. My previous company transferred accounts to them and it was a nightmare just reconciling. Do not recommend at all.

I don't even know how this company is legal. I worked for a company that auto-enrolled me in this service without any heads-up or permission. After a few paychecks, I realized something wasn't right. Guideline management to get $700+ into their account before I could stop the auto-enroll. Because it's past 90 days I cannot get this money back. How do they not realize normal ppl cannot take this sort of hit financially?! So gross.

Completely disgraceful company that eat your money! They forfeited $11 from my account due to their own mismanagement of the rollover process. Now they call this money “de minimis” so they took it away. Which world do they live in that people’s hard earned retirement money is “de minimis”? What an insult to hardworking people. Thad’s 3 gallons of gas and 2 cups of coffee that I didn’t even have money to buy.

My wife passed away over a month ago. Was told she had an account with Guideline. I called the number they provided and was told they would send me an email with directions. I followed the email to the letter and sent it in to them just a day or 2 later. That was 3/8/2023, now 4/19/2023 and after NUMEROUS calls, emails I can not get anyone to answer me if they go t the documents or what the status is. They keep saying, 'They will call you back in an hour or so' and NEVER do! Advise....get a lawyer to deal with them!!

They're a fine option if you never plan on having access to your money through retirement distribution, hardship, or rollover. I requested a rollover of a very small amount due to health/hardship. According to the website, the process for disbursement should have taken no more than 2-3 weeks(which is crazy as it is; never had to wait that long with any other institution). It's now going on 6 weeks. Their excuse? Like other reviewers have said - "There is a payroll error and we are looking to adjust your portfolio with two outstanding paycheck contributions." This has taken them 4.5 weeks. How much was added to my portfolio total? About $20. Customer service stopped responding at about the 3 week mark so I resorted to calling them several times a week. I'm usually nice and patient, almost to a fault, but their carelessness was so palpable it was almost like they were giving me the finger. Save yourself the headache and go through a real retirement firm like Fidelity. Guideline is bordering on a scam.

I would give Guideline zero stars if I could. I initiated a rollover in November 2022 to my new employer's plan. It's now almost April 2023 and rollover is still not complete. First, after requesting the rollover, I waited 6 weeks and nothing happened. I reached out an got a vague explanation about an error in my account, possibly related to underfunding. It took them 10 days to resolve, and at no point did I get a call with a manager (requested multiple times) or clear explanation of what had happened, other than it was some error from 2021 that had been corrected (ok, seems dodgy but I what could I do?). Mind you, during this delay they were brazen enough to charge me management fees for the account, even though it was their error! Then, they sent the checks with the payee information incorrectly filled out. So, I had to request new checks. I am still waiting for the 2nd of 2 checks to arrive. Apparently it got lost in the mail and they are reissuing it again and finally sending registered overnight mail. Meanwhile it's been a horribly volatile period in the stock market so who knows how much value I've lost! Truly truly awful service. They really don't seem to care at all that this is someone's lifetime retirement savings. Steer clear!

If I could give guideline no stars I would. My brother had a retirement account with guideline, and passed away in January of 2022 from Covid-19. It has been a over a year now dealing with guideline, because my brother didn’t name a beneficiary. Guideline said my father could withdraw half the funds leaving the other half for my mother (they are divorced) when ever she wanted to withdraw her half. Well, once my dad filled out and returned all the documents they requested they changed their mind and are withholding all of the funds until my uncooperative mother requests her half. Doesn’t seem right to me. But I do know that they straight up lied to us, several times. I would not recommend using them for your company employees or yourself.