About Guideline
Data updated- Website
- guideline.com
- Category
- Business Services
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 104 reviews
- Replies to negative
- 25% (2/8)
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About this business
Guideline is now part of @Gusto. Together, we have helped 34,000 businesses and their employees save for retirement.As part of the Gusto ecosystem, Guideline offers streamlined retirement solutions designed to simplify plan management, administration, and compliance. Employees receive a user-friendly experience to enroll and manage their financial future. Our mission is to help companies effortlessly offer a powerful retirement benefit their team can truly appreciate.For informational purposes only. Should not be considered investment or tax advice.
Written by the business, not verified by us.Is Guideline legit?
Guideline (guideline.com) has a 4.7 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Business Services and its reputation is excellent. Praise is nearly unanimous, with 91% rating it 4 stars or higher; The business has replied to 25% of negative reviews; Reviews mostly discuss Customer service, User experience. Last updated 2026-09-05.
What reviewers say
AI generatedReviewers overwhelmingly had a great experience with this company. Customers frequently share that the support staff is exceptionally knowledgeable, patient, and friendly, providing wonderful guidance through every step of account setup and troubleshooting. Many consumers also point out the intuitive website design and impressively quick response times that make managing their retirement accounts completely seamless and stress-free. However, some reviewers were not happy with unexpected delays and ongoing issues regarding compliance filings, tax forms, or slow processing times. A few other people also felt that communication and overall responsiveness could be significantly improved when dealing with complex administrative requests and inquiries.
Auto-generated from all reviews of this business. For reference only.What people say
Liz is great …
Liz is great She called right at our scheduled time and solved my problem with my 401 k rollover in 10 minutes
Gabriel was very patient and helpful in…
Gabriel was very patient and helpful in getting my issue resolved. Great Customer Service!
The experience was very painless
The experience was very painless, the agent was extremely knowledgeable, patient, and thorough. The service itself is very good, they provide access to many of the Vanguard funds, the only issue I have is the high fees.
Thank you for your help today
Thank you for your help today. The person helping really walked me through each step and made it very smooth.
Excellent service
Levi was an excellent agent. He was very kind, professional, and quite helpful.
It was great
It was great, they helped me solve my issue in minutes. Highly recommend!!
Great customer service and information
The customer service representative was extremely kind, clear, and answered every question with confidence.
Gabrielle was very helpful and straightforward
Gabrielle was very helpful, and he made sure I understood the time frame on how long it’ll take for my cash distribution to come.
Extremely good customer service!
Extremely good customer service! I asked to buy a reel case since I didn't get one when I bought a Fario reel at a Guide Center in Sweden near a fishing location. They (Andreas N. Möller at Guideline customer service) sent me a case immediately and I got a delivery notice within 10 minutes after our conversation. Guidelines products are top notch as well.
The employee i spoke to was the…
The employee i spoke to was the friendliest, most helpful and super knowledgeable guy. He took as much time as I needed, and walked me through the whole log in process and helped me set up my account. It definitely was a 5 star experience!!
Poorest Customer Support and Holding Up Our 401k Funds for 16 Months
I set up Guideline for my company 401k in 2021. We stopped using the platform for contributions in 2024. I reached out to Guideline in 2025 noting we have gone a full year with paying monthly fees with no 401k contributions, we requested to close the account. For 16 months following that initial request, Guideline representatives have (1) sent us email steps that lead to no where e.g. log into your account and click on x, we cannot find x in our account (2) when we call, a real person tells us "no one is available so I left a note on your account for them to call you back, or you can call us back". 16 months of calls and emails and more calls and more emails to no avail and employees' 401ks are being held up in a dormant account that cannot be closed. This is the poorest customer service I have ever experienced.
Near Impossible to Do Outbound Rollover
It has taken several months to do an outbound rollover of my retirement funds. Guideline has made it difficult at every single step since they: 1) Only do outbound rollovers via a check and do not support in kind transfers. 2) Require documents such as a Letter of Acceptance to be uploaded by the consumer even though most other investment firms will not release the documents to a consumer. In fact, I had to have another brokerage mail the document to Guideline, call multiple customer service representatives at Guideline until they found a PDF of the letter that they uploaded to my portal so that I could then download it and re-upload it myself! 3) When they finally cut the check, they did not cut the check for the full amount as requested and now I am stuck starting this entire process over again to get my money because of their negligence. 4) They are still collecting excessive fees on the money they improperly left in my account during the rollover. Honestly, I have absolutely nothing good to say about Guideline other than Jessica was the most helpful agent I’ve experienced at any company. Everything else is pretty awful.
You have a customer for life!
I have been trying to move my money from Principal to Guideline for months! I explained my situation to Alex, the Guideline/Gusto representative, and he offered to talk to a Principal with me to complete the process once and for all. Within minutes Alex could see there was an huge disconnect in workflows and was able to “guide” me in the right direction. This is the kind of customer service that makes people lifelong customers! Shoutout to Alex! Thanks again!
The agent was so kind and efficient
Friendly and professional
Mario was a great help going above and beyond.
Customer service was very helpful and…
Customer service was very helpful and patient thank you
Great customer service
The representative i spoke to was very patient and kind with helping me troubleshoot my access to my account
very helpful
Well, I called Accrue close to 4 pm not realizing your office shut down at 4. When I was speaking with clerk that helped me , I believe her name is Alicia,, I needed help with administrative issues . When 4 pm arrived , I lost the line and I tried to call back to no avail. But Alicia called me back and continued to assist me. Awesome service !!! Very appreciative Thank you
Julie was v informed and clear with…
Julie was v informed and clear with respect to site navigation, IRS requirements, and various impacts to making changes in my company account
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