Customer ReviewsforThe Entrust Group

On November 20, 2013, I invested hard-earned funds from my *** to physical gold, which was set in trust by The Entrust Group. I was in turn sent documentation reflecting the items involved in my investment. On December 15, 2013, my Entrust statement reflected an escrow account of $15,028 (the gold coins from my investment). I immediately called Entrust inquiring why it did not reflect the gold coins, I was told not to worry it was merely they had not posted. I did not receive a 2014 statement; however, based on my previous conversation I did not think much of it as I was told not to worry everything was in motion; however, this was not the case. On November 13, 2015, I received some correspondence from Entrust stating they had not received the gold portion of my investment, I was told during their annual audit it was found the coins were not in their possession, this was 2 years after the initial investment. I have contacted **************** and Oregons DFR who stated that while I have been harmed, they have no regulatory role in the Presious Metals Industry, Entrust and companies like them have no governmental regulatory oversight.I have corresponded endlessly with Entrust requesting they assist me in filing a claim to recover my investment, the Chief Operating officer of Entrust said our responsibility is to facilitate the transaction between all the parties including the client, the dealer and the depository. and the fact that MPB did not send to the depository the metals you bought from them is not our responsibility as a passive recordkeeper. Curious, its your responsibility to facilitate when you dont facilitate you become a passive recordkeeper?Entrust did not do what they were hired to do yet, continue to charge me, they were not truthful when I inquired about the escrow account, they did not do their annual audit for 2 years, and now they tell me politely too bad because were just the bookkeeper?Total unaccountability, BEWARE!

Hello ****,Thank you for taking the time to share your experience. I understand how frustrating this situation must be.I do agree that we should have noticed within the first year that the precious metals Dealer didn't send your metals to the Depository of your choice. We apologize for not catching the Dealer's mistake sooner.That said, since we noticed the metals missing, we have reached out to the precious metals Dealer many times to try to get them to either send your precious metals or reimburse you your funds.At The Entrust Group, we are dedicated to facilitating transactions for our clients while providing recordkeeping services for self-directed IRAs. However, it is important to note that as a self-directed IRA ************** our role is limited to executing investment instructions from account holders and maintaining records of those transactions.We do not vet investment offerings nor precious metals dealers. The term "self-directed" means that the account holder is responsible for conducting due diligence when selecting and engaging with these entities. This independence allows you to make investment choices that best align with your financial goals, but it also means that we do not have control over third parties you interact with.Unfortunately, your chosen precious metals dealer received the funds but never sent all the metals you purchased onto the depository. As a result, the metals could not be booked into your account. In this situation, the fault lies with the dealer who accepted payment for goods they did not deliver. We recommend following up with the dealer to resolve this situation.For clarification, while we are a passive custodian, The Entrust Group is subject to multiple layers of regulatory oversight, including the SEC and CFTC. Additionally, we adhere to IRS regulations for retirement accounts and comply with Department of Labor standards for employee benefit plans. Our operations are also audited by the firm ******* ******* and *****, LLP, ensuring we meet or exceed industry standards.We hope that your situation can be resolved quickly, and we are here to assist you with any account-related questions or actions you may need to take in the meantime. Thank you again for your feedback, and we wish you the best in resolving this matter.Sincerely,*******************************, Chief Operating Officer

Hello ****,Thank you for taking the time to share your experience. I understand how frustrating this situation must be.I do agree that we should have noticed within the first year that the precious metals Dealer didn't send your metals to the Depository of your choice. We apologize for not catching the Dealer's mistake sooner.That said, since we noticed the metals missing, we have reached out to the precious metals Dealer many times to try to get them to either send your precious metals or reimburse you your funds.At The Entrust Group, we are dedicated to facilitating transactions for our clients while providing recordkeeping services for self-directed IRAs. However, it is important to note that as a self-directed IRA ************** our role is limited to executing investment instructions from account holders and maintaining records of those transactions.We do not vet investment offerings nor precious metals dealers. The term "self-directed" means that the account holder is responsible for conducting due diligence when selecting and engaging with these entities. This independence allows you to make investment choices that best align with your financial goals, but it also means that we do not have control over third parties you interact with.Unfortunately, your chosen precious metals dealer received the funds but never sent all the metals you purchased onto the depository. As a result, the metals could not be booked into your account. In this situation, the fault lies with the dealer who accepted payment for goods they did not deliver. We recommend following up with the dealer to resolve this situation.For clarification, while we are a passive custodian, The Entrust Group is subject to multiple layers of regulatory oversight, including the SEC and CFTC. Additionally, we adhere to IRS regulations for retirement accounts and comply with Department of Labor standards for employee benefit plans. Our operations are also audited by the firm ******* ******* and *****, LLP, ensuring we meet or exceed industry standards.We hope that your situation can be resolved quickly, and we are here to assist you with any account-related questions or actions you may need to take in the meantime. Thank you again for your feedback, and we wish you the best in resolving this matter.Sincerely,*******************************, Chief Operating Officer

Avoid entrust group. Inconsistent info. Hard to deal with. Understaffed per employee I talked to. They stall and mislead ( if not worse) causing you issues. Was told 3 days to distribute funds. Now told 10 days. What will it be next. Can never get supervisor on lines. Return calls take long time if you ever get them. No accountability to their clients.

Dear ******************,Thank you for sharing your feedback. I'm sorry to hear you haven't been able to receive the customer support you needed. **************** is very important to us, and we regret that this was not your impression. We are currently experiencing high transaction volume so delays are to be expected but this is no excuse and we should always provide clear expectations to our clients regarding the status of their transaction. I'll make sure to align our teams on this moving forward.Regarding your transactions, it seems that the two wires you requested were processed yesterday so the funds should be wired today. I understand you already talked to our ****** Services Manager today and they made sure to cover everything with you over the phone and ensured me everything was resolved. Please do not hesitate to email me at ************************************** if you have additional feedback.Sincerely,*******************************, Chief ******************* Officer

I have been with this group for 8 years. Their performance is inconsistent, and I have to remind them of payments and re-do contribution requests often. I am looking forward to getting out of it entirely next year, it just isn't worth the expense now, or I would have done it already.

Hello ***,Thank you for sharing your feedback. We are sorry for the inconsistent service youve experienced in the past few years. I see that some of the payment issues were due to the *** information being cutoff by the bank in which case we didn't have enough information to know what the funds needed to be attributed to. If you'd like to discuss how we can avoid the issues you have faced the past few years moving forward, please feel free to reach out to our Director of Operation, *****************, at ***************************************'d love an opportunity to understand how to serve you better in the future.Thank you.Sincerely,******************************* Chief ******************* Officer

My wife and I were very concerned about what we were seeing in our financial world so we decided to rollover one of our IRAs to The Entrust Group. We were impressed by the level of investment options they have and thankful that we could have traditional, along with physical, tangible assets in our retirement account.

Thank you very much *** for taking the time to leave this amazing review! We're happy to see your experience with our services has been a pleasant one. Sincerely, *******************************, Chief ******************* Officer

I'm an avid believer that everything happens for a reason, and I truly believe we found Entrust for a reason. My husband and I heard about investing in real estate using retirement funds years ago, and ********************, I stumbled upon the Entrust Group after reading an article online about Self Directed ****** My only complaint would have to be the hold/wait time. It was a bit excessive, and I hope it's not like that every time I call in. In conclusion, I'm really glad I was able to get this setup, and the fees to have the account were surprisingly low. If you don't mind long hold times and want to be able to diversify your retirement, I would definitely recommend The Entrust Group.

Thank you very much Trinity for taking the time to leave this great review! **************** is very important to us. I'm sorry you've experienced long hold times, it happens from time to time. In general, our hold times are under 1 min and a half, outside of tax season. Sincerely, *******************************, Chief ******************* Officer

They are very easy to work with, reasonable with their fees, and very helpful when I have questions. I feel my investments are safe with them. And not to forget, I do like that they dont transfer your call to some call center on the other side of them world.

Thank you very much ***** for taking the time to leave this amazing review! **************** is very important to us so we're happy to see our team members have been able to answer all your questions and help you so far. Sincerely, *******************************, Chief Client Officer

Moved my old 401K over to Entrust and I couldn't be happier! Knowing that my money is now FDIC insured and I can always talk to a rep on telephone has been key for me. Luckily I transferred my account over from ******************** just before they went under. God was with me that day!!!

Thank you very much ****** for taking the time to leave this amazing review! We're happy to see your experience with our services has been a pleasant one and that our ****** Services team has been able to help you with your questions. Sincerely, *******************************, Chief ****** Officer

The team at Entrust makes everything very easy and seamless. I recently transferred my *** over to them so it would be FDIC insured. This helps me sleep better at night knowing that my hard earned retirement money is 100% protected. Given everything thats been going on lately with banks failing etc. This is important to me. Love everything that Entrust has to offer!

Thank you very much ***** for taking the time to leave this amazing review! We're happy to see your experience with our services has been a pleasant one. Sincerely, *******************************, Chief Client Officer

Since I opened a Self-Directed *** account with The Entrust Group a couple years ago, everything has been running like clockwork. Their maintenance fees are very reasonable compared to what I was paying in my old 401k, and their staff is very helpful. Sometimes I have to call more than once, but other than that I've experienced no issues whatsoever. All in all, I've had a pleasant experience thus far.

Thank you very much ******* for taking the time to leave this amazing review! **************** is very important to us so we're happy to see our team members have been able to answer all your questions and help you so far.Sincerely,*******************************, Chief Client Officer

My experience with Entrust Group as been nothing less than perfection. The customer service is second to none! What I like most, is that whenever I call, I speak with an actual human right away. And further more, it's obvious I'm speaking with an AMERICAN! Yes that's correct. They don't have a call center in ***** or some other off-site location. When you call, you get to speak with a true American! And it's the little things like that which I appreciate in a company.

Thank you very much **** for taking the time to leave this amazing review! **************** is very important to us so we're happy to see our team members have been able to answer all your questions and help you so far.Sincerely,*******************************, Chief Client Officer