Good and easy experience for startup payroll and retirement
I used Gusto and Guideline for payroll and 401k. It was relatively easy, always
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
We migrated our company 401k to…
We migrated our company 401k to Guideline trusting that it would be an improvement over our prior administrator. Today we received notice of a $16k penalty from the IRS because Guideline failed to file our annual documents on time. They offer no support for this issue but a general email inbox. No person, no account manager, no escalation routes. We thought our prior administrator wasn't a great experience, but at least they always filed on time. Guideline has let us down in a huge way. I regret moving our company to them.
The rep I spoke to was very kind and…
The rep I spoke to was very kind and patient. He didn’t rush to get me off the phone and I appreciated the help he gave
The representative that I talked to is amazing.
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!
Addy was SUPER professional
Addy was SUPER professional, knowledgeable, and pleasant
Phenomenal Customer Service
Deven was incredibly helpful, patient and kind. Phenomenal customer service and ease of use.
Excellent customer Service
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.
Helpful
My question was answered quickly and the process was started
Guideline customer service has always…
Guideline customer service has always been 5 star and my concerns are always addressed in a timely fashion
The customer service representative was…
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…
John was very patient and walk me through step by step in setting up my account. He was very knowledgeable… Kind Regards, YF
Very nice lady helped me
Very nice lady helped me. She was patient & knowledgable.
IRS forms
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!
Excellent customer service and very…
Excellent customer service and very knowledgeable employees.
Late form filing resulting in major headaches and fines
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!!
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!!!!
Answered all my questions and explained the answers!
Luis answered all my questions and explained the answers.
Polite and accommodating representatives
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.
Jenny was great
Liz was very kind and patient walking…
Liz was very kind and patient walking me through the steps needed for a cash withdrawal and a rollover.
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