I rec'd answers as needed
I rec'd answers as needed. Rose was very helpful .
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
Very knowledgeable person
The lady that helped me was very knowledgeable and very understanding. She walked me through what I needed step by step and didn’t rush me at all. She also made sure I understood everything and was satisfied. Really enjoyed meeting her.
For 6 months they didn't take out the…
For 6 months they didn't take out the contributions from payroll and I was hit with a half years' bill of contributions that were not being done without any escalation of any size.
Great Support
our rep, Natalie, was excellent. She is professional, attentive and assisted me in navigating through the website. She knew exactly the issue and provided solutions. Thanks.
Give McKenzie a raise
McKenzie was extremely helpful and I will probably remember her until I die. I am having issues with a 401k rollover and she did everything she could to make the process as easy as possible for me. Thank you McKenzie
Staff is very patient and courteous.
Extremely kind and helpful
Responsive, efficient, and very kind assistance!
Lacks critical features on purpose - Can risk thousands of dollars
The purpose of Guideline is to make it easy for a Small Business to be compliant in order to provide a 401k option to their employees and themselves. However they do not proactively email you about compliance concerns, only post-fact "tasks", putting busy small business owners in the position to fail compliance when they could have made adjustments had Guideline had set up a simple, and arguably dutiful, system to alert users in advance changes need to be made to contributions percentages. Because of the failure to provide this obvious and core reporting service, that they are easily technically able to provide, I have been put in the position of losing thousands of dollars. Their support staff is rude and unconcerned. I would strongly recommend not bothering to offer a 401k with Guideline to save you from being put in a similar position. Perhaps there are other companies that can perform such basic services as proactive communication to use instead. Per conversation with a supervisor, Guideline knows they should provide this feature but opts not to, out of a fake concern of liability. There is no liability to proactively communicate possible compliance issues. Strongly suggest using a different service/provider.
Reply from Guideline2026-02-11
Hi Katie, We appreciate you taking the time to share your feedback, and regret to hear about the experience you had with your plan’s compliance testing. We understand your concern regarding compliance testing, especially as a small business, and want to assure you that we’re constantly striving to provide you with a positive experience and the high-quality service you expect. Your input greatly helps us as we continue to evaluate and improve our offerings. If you’re interested in discussing any concerns further, feel free to contact our team at [email protected].
Awful "Financial" Firm
If you are looking for a firm to hold a 401k they can do that but that is about all they can do. Trying to get a detailed transaction report is a joke. Their responsiveness to investors is a joke. Their ability to timely process contributions is a joke. They have an extremely limited amount of funds to invest in. I am both an employer and an employee and this is the worst platform to carry 401k accounts. Based upon my interactions with their staff, they do not have financial professionals but simply Customer Support personnel. Stay away, Stay Far Far Away.
Reply from Guideline2026-02-11
Hi Amy, We’re disappointed to hear your experience hasn’t met your expectations. We’re always looking for ways to improve our offerings, and your feedback helps guide our efforts. If you’d like to connect directly with our team for any support, such as to request a custom report, please don’t hesitate to reach out to us at [email protected].
Tori was very helpful and awesome
Tori was very helpful, and explained everything
Paul was very helpful and patient with…
Paul was very helpful and patient with my issue. And he was able to resolve it and get me to do all my diligence online fast and easy thank you so much Paul have a wonderful day great service I appreciate the outstanding customer service provided.
Rough transition to new company
I dislike the fact that you guys had a merger and are making it very difficult for returning customers to log into their accounts and not explaining that the system's all screwed up now and former customers of the previous company can't log in now without jumping through hoops. The board of directors and executives existing and new members should all be penalized for this.
Reply from Guideline2026-02-11
Hi Anthony– We regret to hear you’ve been having trouble logging into your account. The login process itself should remain the same, though the main page may have changed depending on which provider your account is with. Please reach out to our team at [email protected] if you are still experiencing any issues, and we’ll be happy to walk you through this process.
Melissa was the first person who…
Melissa was the first person who listened reacted and helped me an ongoing issue. I would hire her tomorrow!
Representative was very knowledgeable…
Representative was very knowledgeable and helpful.
Helpful and friendly
The lady was very kind and helpful and…
The lady was very kind and helpful and very patient and very nice I am 67 years old and not to good on smartphones she walked me through all the steps
Representative was extremely helpful
Expert
Expert. Patient. Went above and beyond
Great customer service experience
Great customer service experience. Knowledgeable rep, good communication, got things done.
The agent I talked to was super sweet…
The agent I talked to was super sweet and extremely helpful. While I was in a complicated situation she ensured me she would follow up and took my questions seriously. Thank you!
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