STRATA Trust (stratatrust.com) has a 4.8 out of 5 rating on OK.one, based on 103 user reviews collected here. It is listed under Money & Insurance and its reputation is excellent. Praise is nearly unanimous, with 95% rating it 4 stars or higher; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
When I called Strata, I was connected to Wendy Davis. I had many many questions concerning my account and how to manage it. Her customer service was most excellent as she patiently walked me through the process of first helping me to log into my account and then understanding the ins and outs of taking distributions, the fees and all that goes with that. She was a true gem of a lady! She didn't belittle me for not understanding the process, she only offered encouragement and positive feedback. I only hope when I call back I am connected to Wendy Davis again! She's a "keeper" in my book!!! Thanks for hiring her!
Reply from STRATA Trust2026-03-24
Hi Carol,
Thank you for your thoughtful feedback! We’re so pleased to hear that Wendy provided such patient, supportive, and helpful service. We’ll be sure to share your kind words with her—she’ll be thrilled.
We appreciate your trust and look forward to assisting you again!
Best, Jessica Gaddy, Client Services Manager
M
Mark S · 4 reviews · Verified · Experienced 2026-02-23 ·
★★★★★
Strata Trust - MY professional custodian !
Each and every time I get on the phone with anyone from Strata Trust , it is a very positive experience . My entire life savings is in great hands with these very concerned individuals .
I even drove there hundreds of miles to
“ see “ the facility and meet them and sit and talk to them face to face .
This allows me to sleep well and feel confident about my retirement savings !
Reply from STRATA Trust2026-03-03
Thank you so much for your heartfelt review. It truly means a great deal to hear that every interaction with our team has been a positive one.
Building trust and providing peace of mind — particularly when it comes to your life savings and retirement — is something we take very seriously. We’re grateful for your confidence in us and look forward to continuing to serve you for many years to come.
Warm Regards, Jessica Gaddy, Client Services Manager
The young lady, I forget her name, but she was so kind and helpful!
The young lady knew exactly what I needed to know. She went right to my page on my computer and was very fast and helpful. It was only a matter of minutes and I had what I needed!
Reply from STRATA Trust2026-03-03
Hi Cynthia,
Thank you for taking the time to share your experience. We’re so glad to hear that Heather was able to quickly understand your needs and guide you efficiently through the process. It’s wonderful to know you had everything resolved in just a few minutes.
We’ll be sure to pass along your kind words to Heather — she’ll truly appreciate it. Thank you for trusting us to assist you!
Sincerely, Jessica Gaddy, Client Services Manager
Like- "Anna", a polite and patient, clear speaking professional. Answered questions with understanding and knowledge.
Not like- Call waiting. Lack of assistance available (a real person, not AI).
Reply from STRATA Trust2026-03-03
Thank you for your feedback. We’re glad to hear that Anna provided clear, patient, and knowledgeable assistance — we’ll be sure to share your kind words with her.
Best, Jessica Gaddy, Client Services Manager
Heather stayed calm even when we had to change the approach to a challenge. She kept us moving even when it took me extra time to manage at my end. We were able to complete all the pages even when it was getting close to her end of work time. I am grateful to have the help. I wouldn't have been able to do it by myself
Reply from STRATA Trust2026-03-03
Thank you for sharing your experience. We’re so pleased to hear that Heather remained calm, patient, and supportive while helping you navigate the process—especially when adjustments were needed along the way. We’re proud of our team’s commitment to seeing things through, and we’ll be sure to pass along your kind words to Heather.
Warmest Regards,
Jessica Gaddy
Client Services Manager
Eric Rivas was very good. He was very nice, patient and professional. Took me step by step of the process. He is not like the previous employee where I called on January 22, 2026. I hope I will get Eric Rivas again for my next distribution or somebody as excellent as Eric Rivas
Reply from STRATA Trust2026-03-03
Thank you for your thoughtful feedback. We’re so glad to hear that Eric provided patient, professional, and step-by-step guidance throughout your distribution process. We’ll be sure to share your kind words with him and the team.
We’re also sorry to hear your previous experience did not meet expectations. Your feedback helps us continue improving, and we truly appreciate you taking the time to share it. We look forward to assisting you again on your next distribution
Jessica Gaddy
Client Services Manager
Brittany Sisneros is amazing! She took care of a problem I've been having for the last week on a transfer! She was absolutely awesome!
Reply from STRATA Trust2026-02-12
We’re so glad to hear that Brittany Sisneros was able to step in and resolve the transfer issue for you. Providing timely and effective support is very important to us, and we’re thrilled she was able to turn your experience around.
Have a wonderful day!
Jessica Gaddy
Client Services Manager
Great customer service every time I call.
They answer all my questions promptly!
Reply from STRATA Trust2026-02-12
Kevin,
Thank you so much for sharing this awesome 5 star review!
Best, Jessica Gaddy, Client Services Manager
J
John Charles Vandenbergh · 2 reviews · Verified · Experienced 2026-01-29 ·
★★★★★
I could not contact anybody at Strata
I could not contact anybody at Strata, the day before the January major correction, by phone or by email. I could not verify my holdings even 2 days before the correction. Finally, by Friday in the afternoon I received a call. I felt better as I could verify my holdings in my account. With no response of any kind for 3 days, I thought I had been hacked or scammed. I have to commend Heather. She helped me out tremendously. I lost money because I could not sell before the correction.
Reply from STRATA Trust2026-02-06
Good Morning John,
Thank you for taking the time to share your feedback. We’re sorry for the worry this situation caused. Once we connected, our team worked to ensure your ability to access your account online, your holdings were verified, and the appropriate next steps were clearly outlined. We’re pleased to hear Heather was able to support you and appreciate you recognizing her efforts. Your feedback is valuable and helps us continue improving the client experience.
Warm Regards, Jessica Gaddy, Client Services Manager
The Representative took the time to work with me to fill out the Beneficiary Designation forms to make sure they were proofed and correct. She was well versed and knowledgeable in the content and the form to make sure it was correct. Pleasant and helpful! Great experience.
Reply from STRATA Trust2026-02-12
Thank you for sharing your experience.
We’re pleased to hear that our team provided knowledgeable and helpful support while assisting with your paperwork. Taking the time to ensure forms are completed accurately and clearly is very important to us.
We appreciate your kind words and are glad you had a great experience. Thank you for the opportunity to serve you.
D
David S. Chandler AZ · 2 reviews · Verified · Experienced 2026-01-28 ·
★★★★★
Awesome customer support
Sandra’s kind and patient customer support is exactly how I wish all others in that role conducted their efforts. I was provided courteous support which addressed all my concerns.
Thank you Sandra!
Reply from STRATA Trust2026-02-04
hank you for sharing your experience! We’re thrilled to hear that Sandra provided such kind, patient, and courteous support. We’ll be sure to pass along your appreciation—thanks for choosing Strata Trust!
Warm Regards, Jessica Gaddy, Client Services Manager
Hi, I had the pleasure of talking with one of your account rep.s , named Heather Kostroum, just yesterday. Heather was so kind and respectful. She was knowledgeable in regards to all of the questions I asked , over a multitude of topics. Heather waited and helped me as I had to enter new account demo’s , etc. ( I’m NOT very fast at typing). She was personable, and professional ,all at the same time. I would give 10 stars , if the scale went the high. Thanks Heather.
Reply from STRATA Trust2026-02-12
Hi Daniel,
We’re delighted to hear that Heather Kostroun provided such patient, and professional support. She takes great pride in making sure clients feel comfortable and confident, no matter the pace or complexity of the request, and your kind words mean a great deal.
We will be sure to share your feedback with Heather and our team. Thank you again for trusting us — and for the “10 stars”!
Best Regards, Jessica Gaddy, Client Services Manager
D
Douglas Greenwood · 4 reviews · Experienced 2026-01-16 ·
★★★★★
A Misfire Depository Visit to see my Bullion
I have bullion stored at Strata Trust and the Texas Precious Metals Depository (TPMD), and I was told that I can visit those deposits at any time if I apply for a visit. Applications to visit are reviewed by the custodian, Strata Trust. The application requires the make, model, color and license plate of the vehicle you use to visit their facility. Using my personal vehicle would require driving 1500 miles over 3 days each way. Instead, I opted to fly to Texas, rent a vehicle, provide the necessary information, wait for 2 days in a Texas hotel for the application to be approved before visiting. I discussed this plan and schedule extensively with Strata Trust before buying airline tickets and lodging in Texas.
I was in contact with both Strata and TPMD before traveling to Texas, and after I arrived in Texas on Tuesday, I gave Strata my vehicle details with the intent of visiting the depository on Friday, but, as of Friday, I had not received approval from Strata or TPMD as of 10 AM. I did talk with Strata at 11 AM, and they said they received my vehicle info and would get the approved application to TPMD immediately and that I could expect a call from them shortly. By 1 PM I had not received a call from TPMD, so I called them. They told me in no uncertain terms that I was not allowed to visit. They said that with a Strata application in hand they would then have to "schedule" a visit well beyond my scheduled Saturday departure.
I have a brother who is a skeptic about bullion. He asks, "Do you really know you have it?" At this point, I am becoming suspicious. I would have made different decisions had I known I could not visit. Their vehicle policy alone creates a massive barrier for everyone visiting. They (or a local Uber) could simply pick people up at a rendezvous point (ex. a parking lot) and taxi them to the facility.
I pose my brother's question to you, "At Strata Trust-TPMD, do you really know you have your bullion?"
Reply from STRATA Trust2026-02-12
Hi Douglas,
Thank you for your feedback. We understand your frustration regarding the scheduling process and travel timing.
Due to the security protocols required for depository visits, advance approval and scheduling are necessary to protect client assets. At times, appointment availability might be delayed. We regret that the initial timing did not align with your travel plans.
We are pleased that you were ultimately able to complete your visit and confirm your holdings. We’ve reached out to you directly as well to follow up.
Warmest Regards, Jessica Gaddy, Client Services Manager
Spoke with Heather and she answered all of my questions in a polite and professional manner. Very pleased with Strata Trust.
Reply from STRATA Trust2026-02-04
Thank you for your kind feedback! We’re so glad to hear Heather was able to answer all your questions in a polite and professional manner. We appreciate you choosing Strata Trust and are happy to support you anytime.
Jessica Gaddy, Client Services Manager
Sandra made this distribution procedure much simpler and quicker, and was very nice, thanks!
We would give a 5 star, but the wait time to get someone is usually very long.
Reply from STRATA Trust2026-01-20
Thank you so much for your kind words! We’re delighted to hear that Sandra was able to make the process simpler and quicker for you. We also appreciate your honest feedback about the wait time and are actively working to improve this. Your input helps us do better—thank you for taking the time to share it.
Best,
Jessica Gaddy
Client Services Manager
Well it has been a slog. I finally got through to a person for the 3rd time. Heather explained that the new metals distribution form wouldn't allow a minus amount as in wire fees and the like. She explained the problem fully. Honestly had she not helped me figure this out I would changed my IRA to another trust company. High marks for Heather desling with my frustration professionally and with common sense demeaner. Great woork Heather
Reply from STRATA Trust2026-01-16
Hi Timothy,
We’re really glad Heather was able to step in, explain the issue clearly, and help get things resolved. We truly appreciate your patience and your kind words—high marks like this mean a lot to our team, and we’ll be sure to pass them along to Heather!
Warmest Regards,
Jessica Gaddy
Client Services Manager
There was a lot to sign and making sure you got all things signed !!
But when you get the right help it goes well and Heather did fabulous.
Reply from STRATA Trust2026-01-16
Hi Faye,
We are happy to hear that Heather was able to assist you in such a fabulous way!
Best, Jessica Gaddy, Client Services Manager
T
Trad · 2 reviews · Experienced 2026-01-12 ·
★★★★★
I wished to sell some gold to fund…
I wished to sell some gold to fund another project I have. I began in early Dec. It took me several calls to get the person who was assigned to me. The sale took place (on Dec 17, I was told) but I never received my money. When I called, I was told the broker was on vacation. I have called seven times (to that broker and others) and left messages, but have not received a call back. Your directory does not give phone numbers of individuals, so I can't reach a manager. HELP.
Reply from STRATA Trust2026-01-16
Thank you for sharing your experience. We’re sorry to hear about the frustration you’ve encountered. We’d like to clarify that STRATA Trust Company is not directly affiliated with, nor do we manage, precious metals brokers or their sales processes. That said, we absolutely want to help where we can. If you’re willing to provide your name and any relevant information, we’d be happy to review your account and see if there’s any way we can assist or help point you in the right direction. You can email us at [email protected]. We appreciate you bringing this to our attention and look forward to the opportunity to help.
Sincerely, Jessica Gaddy, Client Services Manager
T
Tommy L Woods · 1 review · Verified · Experienced 2026-01-12 ·
★★★★★
Great company with excellent customer…
Great company with excellent customer service.Brittany S. was very patient and kind and guided us through each process!!
Reply from STRATA Trust2026-01-16
Thanks so much for the great review! We’re really happy to hear you had such a good experience. Brittany S. will be so glad to hear your kind words—she truly loves helping our customers. We appreciate you taking the time to share this!
Sincerely, Jessica Gaddy, Client Services Manager
