I have never dealt with such institutional incompetence in my life. I am a real estate professional and had a small condominium property in my SEP-IRA with Entrust. Their incompetence started by having my contact information wrong which led to them improperly terminating my IRA. It took months and many, many emails to reinstate. Then, when I tried to sell the property in the context of a divorce, I encountered the most bewildering lack of sophistication and mind-boggling incompetence. It took literally another 40 emails and a fake contract at their insistence to complete my transaction. WHATEVER YOU DO, I WOULD NOT WORK WITH THIS COMPANY EVER. They are a nightmare. read more

The Entrust Group is the best self-directed IRA Custodian I have used. Andrea and Tony are very knowledgeable, offer helpful resolutions of complex issues and are very fast to respond. I did not have a satisfactory experience w/ the other self-directed IRA Custodians I previously used. The experience I have had w/ Tony and Andrea is perhaps the most satisfying customer experience I have ever had. I highly recommend using them for a self-directed Custodial IRA. read more

Beware! This "company" is great at assisting in getting your money. When getting your money back....they will not help. Rude customer service, rude so called managers. They charge all these fees but when asked for help, none given at all. My next steps... 1. File lawsuit. 2. File Complaint with FINRA. 3. File Complaint with SEC. 4. File Compliant with BBB. Yelp readers, beware of conducting any business with this company. read more

I have to say that Narcy Patio at The Entrust Group was such a pleasure to work with. I was working on a transaction on the escrow end for a mutual client and it was the first time navigating through the forms. Narcy was patient with me and gave great directions so that we were able to complete our transaction in a timely manner. She was Professional and quick to respond to any e-mail I sent out to her. This all happened during the "Shelter in Place" order but even working outside of the office she was able to complete our transaction smoothly. Thank you Narcy! read more

I agree with the poor ratings here. I have been trying to close my account for 5 years. I am convinced Entrust makes it intentionally difficult to stop paying them their monthly fees. The customer service staff is poorly trained and unhelpful. Indeed a nightmare. Stay far, far away from this predatory company. Lower income seniors, such and my wife and I, seem to have been the perfect target for their hustle. read more

Rebekkah was very helpful and quick to response by email to my many questions while navigating through my new TEG investment account. She even called me in one occasion to provide me with quick updates that I needed help with. I was very please with her professional demeanor and helpful instructions. read more

Jorge Lopez was very courteous while responding to my questions. He was very knowledgeable and was able to answer all my questions. Great customer service!! read more

I just got an email saying my card to pay their fees is expiring. I think I won't do it as they hold my assets yet have not rectified the last 2 transfer orders this year, at all, they have just gone to the ether. one was submitted online one was emailed with many followup calls. If I get a live person they say they will get to the bottom of it but I never hear anything. I suspect, as before, some higher up from the company will answer this Yelp post saying this never happens and please give them my account info they will see it's all done...Is that how you want YOUR retirement account transactions routinely handled? Any recommendations? read more

Awful Customer service. Been a client for many years and recently initiated a IRA rollover to withdraw and move funds to another institution. I had to called on a daily basis to get information as they would not volunteer any status updates. I also asked to speak to a supervisor each time, but it took over a week for a supervisor to return a call. Tried to contact someone in corporate, but company makes it very difficult. Their fees are high, and beware of closing account termination fees. These are high as well. I will never return business to this company because in my opinion, they only care about bringing in money and not the client. I would not endorse them to anyone. read more

What a nightmare dealing with these people,,,,,or lack there of. My assets have been liquidated and dispersed and they continue to charge me and report inaccurate info to taxing authorities. No phone call, no way to reach them and talk. Stay away. There are better options. Very disappointing read more

My experience with this company is the very same as the other one-star reviews and I would advise anyone who is considering doing business with them to stay as far away as possible. Their Customer Service is deplorable. They do not return phone calls or emails. They made deposit and RMD withdrawal errors on my accounts and took an exorbitant amount of time to correct them always citing heavy workload demand. My suggestion is to file a complaint with the Securities Exchange Commission (SEC) in order to highlight their very poor and questionable business practices, which I intend to do. read more

I spoke with Ajonnae, at Entrust Group today trying to get a distribution dealt with. I had been led in the wrong direction on prior call. She was most patient and stayed on the phone with me while I got online and filled out the correct form. Customer service at its best. read more

When it comes to investing...Please consider the Entrust Group. They have taken care of my investment transaction for many years and have been professional and attentive and would highly recommend them. read more

"11/15/2002 Entrust Acct # xxx, not transferred to Roth yet." "12/2002 Hugh Bromma left message back: Already converted and ready. " This is what my notes in my manila folder say. 16 years later when I go to cash out my IRA for an emergency, I had to write a 5-digit check to the IRS bc he lied. The IRA wasn't converted; it was transferred from the previous custodian but not converted from Traditional to Roth. I put up with 16 years of crappy customer service (like them 'losing' my address and phone number multiple times even though THEY called ME! or, like the man who called me a liar and said that I had moved when I hadn't!) to get shafted in the end. I can only tell you what happened to me. Shame on me for not demanding proof and dropping Entrust earlier. read more

After an error on their part, they will not help with an IRS issue. Costing me 22k in IRS fees. A simple procedure on their part and they want no part of this. Not the same company when I signed up the good people have left on to greener pastures. If your an investor do yourself a favor and find a new company to deal with that has great customor service. read more

Heaven for scammers. Hell for investors and their families. This place has the nerve to send my mom a bill for their so-called services helping "administrate" the plundering of my mom's retirement account then claim they are going to report my mom - not the scammers who now have their FINRA license suspended - to the IRS. They report false balances on the account and to correct them they expect that you, the investor driven into poverty by the scam, has a CPA on retainer to provide a valuation. I hope that somebody in customer service here has some common decency and will clear this up, but that is something you can't trust will happen with Entrust. UPDATE: got the response below and my mom heard back from a Joyce Harless, who appears to be willing to help remove some of the valueless assets from her account using the extensive court documents we have proving the situation. We have not heard back on whether the exorbitantly high fees (over $2,600) are going to be reduced or eliminated. My mom's first name is Shirley, same last name as mine. She never wanted to enroll in Entrust specifically; she was put into Entrust by an investment advisor, the one who has his license suspended, who (apparently) sells this service. The account was never truly self-directed vis a vis the investment decisions made. Entrust appears to have allowed advisors to sell their services as part of a full-service investment management program but somehow label them as self-directed and impose the requirements thereof. read more

I was with this company for over 10 years with a currency backed IRA. I decided to switch it to a crypto IRA so requested the currency holdings be liquidated so i could transfer my IRA to another company. I filled out all the required paperwork. It took me more than 6 months to get this to happen. There were like 3 companies involved, and while First State Depository was good, Entrust and some mystery company that only has a voicemail box called Argent were horrible. Paperwork they sent me to sign came back with negligent errors, no one answered emails for weeks in multiple departments, phone calls always went to voicemail without any return calls. I have never experienced such unprofessionalism from a financial firm. I had to write to district managers and just keep bothering them daily until I could access my money. The only thing that helped was when I talked about getting my attorney involved. Well over 6 months transpired and they managed to get 2 additional 'quarterly' payments from me, which is probably why they were stalling. Sad. Please don't trust your money to Entrust. read more

I have had my Self-Directed Roth IRA Custodian be The Entrust Group since 2014. Their fees are far below their competitors. They are not heavily staffed and do not give any type of Investment Advice... which keeps them compliant as they are a "Self-Directed" custodian. You cannot compare their customer support to your traditional custodian which administers open market stocks, Bonds, or mutual funds as those traditional investment options have heavy fees built in to the daily expenses of the fund... justifying why they can have many people working their call centers. All in all they are the best and most feesable in respect to the position they represent in a persons self-directed retirement plan. read more

I recently purchased a piece of property using my IRA funds. I read several reviews talking about how bad Entrust customer service was, so I was very nervous about purchasing my property. I was extremely happy with the service I have received so far. Kien processed all of my request the same day. I would submit a bill for property management, heater repairs, and the actual purchase of the property and she turned them around the same day. My realtor who has worked with several firms like Entrust said to me "they were the best to work with. They were responsive and very professional. " We closed on the day planned and there were no issues at all. Any time I left a message, I received a response within 24 hours. Anyone who has a concern, shouldn't. John read more

After 15 years with Entrust and NO statement for the last 10 years! I find out that I lost money! Not to mention that their service fee is outrageous for doing ABSOLUTELY NOTHING!!! I suggest that you put your money under your pillow...at least it will still be there in the morning! This company is AWFUL!!!!! read more

I have opened up my first investment account ever with Entrust. As I am now 26 years old with a son it is time to plan... ROTH IRA here I come. The paperwork was easy to fill, self explanatory and convenient to find on the website. Both Entrust Group and the staff at Strategic legacy investment group were friendly and professional. I will update my review if things change. read more

Absolutely one of the worst companies I've had the displeasure of dealing with. I never was able to speak to a real person. Only ambiguous instructions from numerous e-mails, that continued on an endless train leading nowhere. went back and forth many times until it appeared to be sorted. It wasn't. My primary contact there was Rebekkah. I asked her on 3 separate occasions to please help clarify issues. She only sent back e-mails referring me to the previous e-mail. This back and forth non communicative approach was both ponderous and painful. I sent a note to the regional manager of Entrust, expressing my frustration. NEVER HEARD BACK. I finally got to the point where I had serious thoughts about having this group act as my fiduciary on a $150K investment. At the end of the day, I started over with another IRA trust company. They have been incredible. DO NOT DO BUSINESS WITH THIS COMPANY unless you like pain. read more

I called and used option #1 to ask a question about my transaction. My call went into voicemail and I hung up and called again and used the option 0. The operator answered and I asked if I can speak to a live person and he connected me to the voicemail. So I hung up and dialed 0 again and the same operator came on line. I said that you sent me to a voicemail. I need to talk to a live person and don't send me to voicemail. His answer: I am going to give you two options, voicemail or hang up. Unbelievable. What a customer service? I am definitely going to move my account of 3 years to another Trust. read more

Steer clear of this doing business with this company. They filed an inaccurate 1099-R form and refused to correct it. It's ending up costing me incredible aggravation and additional fees with my tax filing. read more

I have been an Entrust client since 2009. I rolled over a 401K to Entrust in order to purchase a rental property. I am very satisfied with my decision to work with Entrust. The property has provided steady income, and paying for all expenses (Remodel, property taxes, HOA fees, appliances...etc.) with pre-tax dollars has literally saved me thousands of dollars. I know Entrust does not control the market, but the 300% increase in the property value is a wonderful thing. I would recommend Entrust to anyone who wants to use their retirement funds to purchase rental property. It has been fantastic for me! read more

The Entrust Group , is an expert in non traditional IRA investment. They have provided my family the opportunity to invest with our IRA into real estate. They also have been a great reference for education and providing opportunities to participate in very informative webinars. I would absolutely rate The Entrust Group on a scale 1-10 a 10. Jon & Kelly read more

We have been using Entrust since about 2003. It has been an awesome recourse to build a retirement plan. If you still believe the stock and bond market are the only places you can invest your hard earned 401K money, you are missing the boat. Sincerely, Louis Mindes Vice President, Long Realty Company Tucson, Az read more

I wish I could post a negative number but 1 is the lowest. I have had my account with Entrust since 2012. I needed to take an early distribution for 2020. I did everything they asked and supposedly they sent my wire transfer out on Dec 31st. On the 5th of January I get an email stating the wire did not go through because the ABA was missing. The form I filled out asked for a routing # NOT an ABA number!! I called 3 times and responded to the email I was sent. NOBODY answered my questions. Today Jan 7th I tried calling again. It took me over 30 minutes to even get to a person. After over an hour on the phone they blamed me for the error. The form asked for a routing number which I provided and was correct. What they really needed was an ABA number but the form DID NOT ASK FOR ABA IT ASKED FOR A ROUTING # which I provided and was correct. They had the capability to help me out and correct the situation but chose to blame me and not allow me to take the distribution for 2020. Now I have to pay the tax penalty on the money and I still do not have my money! THEY COULD HAVE HELPED ME BUT CHOSE NOT TO! I was told because it was my error they would not help me. They only help if it was their error. If the form actually asked for an ABA number and not routing # I would have given an ABA. I followed the directions on their form. I am not a banker that knows the ins and outs of wire transfers. I was asked for a routing number NOT an ABA number! How is that my fault?? After 8+ years with Entrust I am out of here! Transferring my account elsewhere ASAP. They do not answer voice messages or emails and their phone service is terrible. As I read other reviews I see they like to blame the customer for everything. My advice.... STAY AWAY, FAR FAR AWAY!! read more

My experience with the Entrust Group has been similarly unsatisfactory as noted in other 1-star reviews. Their customer service is actually worse than deplorable. I would give them No-stars if that was an option. When they wanted something from me, I would get daily emails demanding my immediate response; when I wanted something from them, I would send emails and would call their customer service line. The calls almost always went to voice mail, and were never returned. Most emails were ignored as well. And when I was able to speak to someone, the info they gave me was more often than not incorrect. I would do exactly as instructed, only to find out that wasn't correct. It was frustrating to say the least. I am now trying to get all assets removed, and want to close the account, and even that is taking way longer than it should. Do yourself a favor and stay away; way away, from this Company. read more

My overall experience with The Entrust Group has been frustrating at best and horrible at worst. It is VERY difficult to reach customer service personnel. If you do eventual get to speak to a human being, the individual actually knows enough to be of service approximately half the time. I am leaving Entrust ASAP! David read more

DEE J I have been using Entrust for a few years now and although there are are occasional problems ,so far it has been a good and profitable experience for me . The problems that most people face are do mainly to the paperwork and or the time involved in the process . I believe that Entrust has saved me from being taken many times as a lender/investor . I had a very aggressive Builder/ borrower that I worked with , who thought I should just write a check on his say so , he was very pushy, I would explain , hey I'm sorry but if you want my money you are going to do it The Entrust WAY or forget it . This worked great for me . And Yes there were some problems ,but manly from the lack of understanding on the borrower s end . I thank god for Entrust every time I get a statement in the mail . I know the odds of collecting are always in my favor as a result of there effort and protection . I 've heard lots of complaints but I will not be one of them , I take that back , I did complain once but I wish now that i hadn't . It was my misunderstanding of the process . Thank You Entrust . I have an awesome rep person her name is Gail Lieberman (Oakland Ca branch ) who always returns my emails , calls and has answered my questions with out fail . She has been great . This process is not for everyone , that is for sure , but once you get the hang of it and understand the how to's and the what fores you can do very well . The self directed IRA is for people who already have a good understanding of Real estate investing etc . If you are a novice , please keep your money in your employee 401 k plan . read more

I have had Entrust handle my IRA initially with roll- over from annuity and then changing to precious metals. Every step of the way they have been courteous and helpful and willing to answer any question I raised . I am very satisfied with Entrust. Keep up the good work! read more

This is one of the worst experiences I've ever had with an investment organization. I was told 3 or 4 different times that there was a certain form that I needed to fill out to get a distribution, and each time I dutifully filled out the forms -- only to be notified that there was, in fact, a different form that I needed to fill out. Since then I've been told that everything is taking a long time and "we're so sorry, we're working on it", and the lady sounds so sincere, and sounds like she actually cares -- but it's been almost 2 months now and they still can't seem to get the distribution processed. I called today to try and talk to someone else and I explained the situation and the person snapped at me and said "you're not our only customer!"... Really? Wow. read more

Horrible, horrible, horrible company to do business with. The customer service representatives do not have any knowledge to assist you. My self-directed IRA with them is straight forward - just one piece of land in Costa Rica and each year it takes me an inordinate amount of time to simply pay the annual HOA fees. So far I've been told to do the request multiple ways and when I question the recommendation I am told that they are not there to provide their customers with guidance about their investments. I am not looking to them for financial guidance - I am looking to them to navigate their kludgy system to make a simple payment. Please, stay away from them. read more

This is the worst fucking company. Fees are outrageous! Charging $250 to disburse and close my account as well as a $95 dollar fee to have the asset removed from their records to show the asset liquidated. Fucking ridiculous!! My real rating is a negative!! read more

If you are diversifying your account into real estate on 500 k level this is a good resource but the fee structure is a little rich at levels below that. I think you can set up a self directed retirement account for less and avoid the yearly tariff which made me a no go. read more

Thanks for the useless reply. I did the same process with another company and now my investment is funded in less than one week. So one week with a new company versus 3 months with yours. Something isn't right. read more

Technically not a client but I am an advisor working with an Entrust client to reconcile his Entrust account. Our client owned an LLC fund that went into receivership which we believe is insolvent. We had a conference call today that wasn't great. At first, the service person says they can't help due to a fee balance that the client didn't realize they had. The client was surprised to see the value of his account increased this year which at first the representative said only the owner could himself change by notifying Entrust. We pointed out that he hasn't submitted anything in many years due to court receivership. We realize only part of this is Entrust fault and the client has some responsibility as well but their service seems lacking for fees, RMD notices, but the random value change is concerning. I hope to update soon. read more

I have used this company for a self directed retirement account where I could buy real estate. The concept is great. However this company is not easy to work with. I almost gave them one star but their product is good. The problem is their service and people. After you talk to one of their slick sales people and get signed up, then the trouble begins. Their support/service staff is non responsive and they do not communicate well with you while you are working on a transaction. There are many companies that do self directed retirement accounts so I would shop around and read reviews on others as well. Perhaps they are all the same, I don't know. read more

I have contacted this company numerous times and have not heard a response, the only way to get a response is to pretend to be new customer, and they can't be bothered to help. absolutely horrible. I am still in limbo with my account at this point and can't reach anyone. If there is an entrust rep out there who sees this please provide info so I can contact. read more