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:04/04/2023

  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.

  I have requested to have my 401k transferred documented on two separate occasions and neither were fulfilled. They only go after the “big fish” (*****) and are not holding up their end of what they are being paid to do. It has been 2 years with no results. They even had me as married which questions their attention to detail. They, as a company, are failing and costing me money having my money in another account I have to pay for.
  
  This is unacceptable behavior to say the least and there is quite a large sum of money undocumented for. I am reaching out to show they are not providing services promised and included in the hefty sum of money paid annually. I do question their motives, morals and trust as a business. You would think they would want that large sum of money to invest but have had no luck with getting them to do so now costing me money. Thank you for your time and understanding as this affects my taxes.

  Business Response

  Date: 05/25/2023

  [BBB transcription via email, see attachments]

   

  1. **** ******s request for our assistance in transferring his 401k Plan with Walmart and his claim that it's documented to us and that we failed to follow up with him. 

   

    A. Attached is an email dated March 15, 2022, to **** ***** from my assistant, ****** ****.

              The email states the information we would need (most recent statement) and the necessary steps that would be needed by *** ****** for us to assist him with the transfer of his 401k to an IRA at Wells Trecaso Financial Group. *** ***** never responded to our 3/15/20022 email. 

   

    B. My assistant followed up with *** ***** via phone call (see call log) on 4/1/2022 regarding the 3/15/2022 email, we have no authority on his Walmart 401k Plan and cannot proceed without *** ***** following up with us, which he never did. 

   

    C. Marital Status Reference - we did incorrectly have *** ***** as married on his initial account opening paperwork. *** ***** emailed my assistant, ****** ****, on 3/2/2021 (see email) to inform us of this error. The following day, 3/3/2021 ****** emailed (see attached) *** ***** and thanked him for letting us know about our error and informed *** ***** that our records had been updated and the error was corrected. We acted promptly on his request. 

   

    D. *** *****'s claim of him paying a "hefty sum" to our firm annually. *** ***** has two accounts that we manage at Wells Trecaso Financial Group, an IRA, and an individual account. We do not charge any fee to *** ***** to manage those accounts. I have attached our Wealth Management Agreement that *** ***** signed 1/29/2021 where Exhibit A - Wealth Management Services and Fees clearly shows "No charge/0% Fee" This arrangement was made up front with *** *****'s parents as a way to help Mark get his financial accounts updated. 

   

  My assistant ****** has made other attempts to call *** ***** (see call log) regarding his account statements coming back as undeliverable in October 2022. Call 10/11/2022- left Voicemail, call 10/26/2022- left voicemail. 

   

  *** ***** has never returned her call. 

   

  Over the past two years we have made several attempts to communicate with *** ***** via phone call or email regarding various topics. His Walmart 401K, address change, statements coming back undeliverable. 

   

  Our firm prides ourselves on outstanding service and management with our clients. In my 38 years in the financial services industry, I have no client file a complaint with the BBB. 

   

  We will be more than happy to speak with *** ***** regarding any outstanding items he may have and work with him to resolve those items. 

   

  He can contact me at ***** ******** or **********************