10/10 customer Service
She was great, friendly, extremely helpful. Honestly could not have been a better experience. Jessica S. is great!!!
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
I had a great experience with Lily
I had a great experience with Guideline. I spoke with a representative named Lily, and she was absolutely fantastic. She took the time to answer all of my questions clearly and thoroughly, and made the whole process feel easy and stress-free. She was super friendly, knowledgeable, and genuinely helpful. Really appreciate the great customer service—highly recommend!
I had found documents from an old job
I had found documents from an old job, logged into the old Pay app. Did not see ANY DOCUMENTATION for my old 401K on Gusto. I called Guideline, the company that manages 401Ks through Gusto, and was met by Kelsey!! Kelsey was calm, understanding and listened!!! She is SO knowledgeable about the product, and the 401K processes!! I took her name, so I can call back and request her!!! Kelsey, you made my day!! Thank you!!
Jessica was an absolute hidden jem
Jessica was an absolute hidden jem. Get customer service attitude was awesome and she went above and beyond to assist.
Emily was amazing
Emily was amazing. She was very helpful and very polite.
Austin was wonderful
Austin was wonderful, and kind. she made my problem her problem and that speaks volume.
You guys rock
You guys rock, thanks for being so caring and listening and helping me with the things i am not good at
It’s good
It’s good, guideline takes to long to disbursement hardship funds. People are nice and honest.
Great Customer Service
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.
Always answer and always helpful when I…
Always answer and always helpful when I call with questions!
Joy did a wonderful job and help me
The customer service representative's name was joy and she did a wonderful job
Guideline has been great for our…
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!
⭐️⭐️⭐️⭐️⭐️
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!
Great Customer service
Very helpful & clear with information
My call was extremely professional and efficient
My call was extremely professional and efficient- Couldn’t have asked for a better experience.
Easy solution. No complication.
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!!
Extremely nice
Extremely nice, very knowledgeable and very helpful. Absolutely the best experience I have ever had with a service department in the past 50 years.
The representative was polite and very…
The representative was polite and very helpful.
She was very helpful.I didn't know how…
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
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