Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23511756
  
  Thank you for the attention to the matter and the willingness to maintain open communication. 

  I remain unsatisfied until there are concrete answers on how to compensate my investment losses given the extended delay, and actions taken so large sum of customers' finances can be handled timely and securely. 
  
  Sincerely,
  
  *********

  repeat the process. This means $117,453.97 has been out of the market for over a month and will continue to do so due to Guideline's antiquated process. This exposes my lifetime savings to unnecessary risks (loss, theft) and has directly caused a loss of potential investment returns. The reliance on paper checks for large sums is unacceptable and has caused me considerable distress. This systemic issue was recently highlighted in "The 401(k) Check Is in the Mail (Hopefully)" (NYT, May 17, 2025; link provided).Desired Resolution:1. Immediate Crediting: Locate and immediately credit the $117,453.97 to my account.2. Compensation: Provide compensation for lost investment returns on $117,453.97 from May 22, 2025, until funds are credited, due to this avoidable delay.3. Policy Change: Implement secure, efficient electronic direct rollover capabilities to prevent future occurrences.

  

  Business Response

  Date: 06/27/2025

  To Whom It May Concern:

  This letter is in response to the updated information received regarding complaint ID ********
  on June 24, 2025.

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and
  are committed to resolving them in a fair and timely manner.

  We appreciate the opportunity to address this matter, and are working with the customer to
  provide a resolution. We will continue to monitor the situation and keep an open line of
  communication with the customer.

  

  Business Response

  Date: 07/07/2025

  To Whom It May Concern:
  
  This letter is in response to the updated information received regarding complaint ID ******** on July 1, 2025.
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to resolving them in a fair and timely manner. 
  We appreciate the opportunity to address this matter, and as of our last communication with the customer on June 26, 2025, she was taking the opportunity to review options available to her and would communicate if she would like to proceed with Guideline. In light of the communication we received from the Better Business Bureau on July 1, 2025, a member of the Participant Success team will be contacting the customer to discuss further. We will continue to monitor the situation and keep an open line of communication with the customer.
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23511756
  
  According to your rollover instructions, transfers via first-class mail were expected to take up to 12 business days. However, today marks 34 calendar days since I mailed the checks on June 4. By June 23the 12th business dayno confirmation had been received. Following the advice of your customer service team the Friday prior, I issued a stop payment to prevent further delays or potential loss of funds.

  
  This morning, I was notified that the cancelled checks were finally received, with an estimated additional 69 days required before the funds are actually investedprojecting completion between July 14 and July 17. This means my rollover amount of $117,453.97 will have been out of the market for over 50 days, far exceeding the timeline communicated to me.
  Since May 22, the S&P 500 has returned approximately 5.36%, which translates to a loss of over $6,000 in investment gains due to this prolonged and outdated paper check process.

  
  Given the experience, Ive decided not to proceed with this rollover and will not be recommending your services to my employer. I respectfully ask that you share this feedback with your leadership team to help drive improvements 
  
  *********

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23373020
  
  I am rejecting this response because:

  Guidelines statement that this matter has been resolved is completely false.

   

  They have not resolved anything. They simply offered me a $100 stipend while refusing to take accountability for the thousands of dollars in losses they caused through their actions. At no point have they corrected the cost basis or provided a fair remedy for the damage done.

  A token offer is not a resolution. This case remains entirely unresolved, and I will continue pursuing formal complaints with the appropriate regulatory bodies.

  
  Sincerely,
  
  ***** *****

  BBB so that others are aware of the risk of misleading communication in Guidelines retirement plan services. I am seeking an acknowledgment of the error and an adjustment to the cost basis of the affected transaction.

  

  Business Response

  Date: 06/02/2025

  To Whom It May Concern:
  
  This letter is in response to the updated information received regarding complaint ID ********  on May 24, 2025.
  We have conducted an internal review of the matter and confirm that it has been resolved. While we understand that the customer may not be fully satisfied with the outcome, we have taken all appropriate steps in accordance with our policies and procedures. 

  Guideline remains committed to delivering high-quality service and addressing any concerns that our customers may have. Each case is treated with care and attention, and we use these experiences as opportunities to continuously improve our processes and service offerings. 
  We appreciate the feedback and will continue to learn from it to better serve our customers in the future.
  
  Sincerely,

  
  Will *******
  Manager, Customer Support
  

  
  

  

  Business Response

  Date: 06/09/2025

  This letter is in response to the updated information received regarding complaint ID ******** 
  on June 3, 2025.
  We appreciate the opportunity to respond further regarding this matter.
  While we understand that the customer remains dissatisfied with the outcome, our position remains unchanged. Following a thorough internal review, we found that our team acted in accordance with our established policies and within the bounds of our Terms of Service.
  The language used by our representative during the interaction in question was not intended to confirm any guarantee or commitment beyond acknowledgement of the customers request. We understand how this may have been interpreted differently and have taken steps to clarify such communications moving forward. 
  As a gesture of goodwill, we offered a $200 check on April 22, 2025; however, we recognize that the customer does not consider this to be a resolution. We maintain that the actions taken by our company were appropriate and consistent with our obligations.
  We remain committed to treating all customers fairly and respectfully, and we take customer concerns seriously. We consider this matter closed from our end. 
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company accepted us as a client when they knew we use ***** as a payroll company. 3 yrs later they have been charging us left and right and deducting money from our bank account without authorisation stating their company was not well integrated with ***** so they failed to invite some employees for 401k IRS laws. However as per them now they are well integrated with gusto and should not have this issue in the future. This is a mistake on their end and yet they have so far charged us over 3k in corrections for their mistake. We have done everything by law and yet we are being penalised for their failures. This has been going on for months where they keep charging without any authorisation and no responsibility

  

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  Better Business Bureau, Inc. 
  **************************************************************************************
  
  Re: Complaint ID ******** 
  
  To Whom It May Concern:
  
  This letter is in response to the updated information received regarding complaint ID ******** on March 20, 2025.
  Thank you for bringing this matter to our attention. We take all feedback seriously and take great care in investigating and resolving any and all issues our customers may encounter. 
  At this time, we are working with the customer to provide a resolution to this matter. We will continue to monitor the situation and keep an open line of communication with the customer. 
  
  Sincerely,
  
  **** ***********
  Manager, Client Relationship Management
  
  

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My colleagues and I received an email from Guideline that asks us to set up an account for 401k. However, my employer never used their service. Guideline acquired our contact information from an unknown third party without our consent, while getting our personal information with a scam.I already created a Guideline account and provided my personal information, including sensitive information such as SSN. I require Guideline to delete my account and personal information immediately.

  

  Business Response

  Date: 01/24/2025

  Good afternoon, 

  Please see the attached document which contains Guideline's response to the above-mentioned complaint. 

  Thank you, 

  Guideline