Disastrous account closure process with a broken product & terrible customer support that cost us thousands of dollars
January 04, 2024
Disastrous account closure process with a broken product & terrible customer support that cost us thousands of dollars
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guideline
We selected Guideline as our 401k provider and used the integration with Rippling (our payroll provider).
- Costs ended up being exorbitant - Guideline forced us to self-fund the contribution after the account was closed and their product and customer support mistakes
- Employee satisfaction - offering a 401k as an SMB is important
We went with Guideline as it was more affordable than alternatives. I believe this ended up being a terrible mistake. Invest in a stronger 401k partner. Human Interest was the other provider we were considering. I don't know if closing an account would have been as complicated with other providers, but I certainly know the support would have been better and more transparent with a provider like Human Interest
Do you think Guideline delivers good value for the price?
No
Are you happy with Guideline's feature set?
No
Did Guideline live up to sales and marketing promises?
No
Did implementation of Guideline go as expected?
No
Would you buy Guideline again?
No