I think we've had self-directed IRAs with real estate for more than fifteen years with Entrust. At the beginning, they were not very helpful nor did they process transactions in a timely manner. That has all changed in the last several years. Now, the folks they have answering questions, processing requests for payments as well as deposits are super responsive via email. On the phone, unless you have the extension of the person with whom you wish to speak, you could wait for many, many minutes. However, when you finally do reach someone, they provide execllent customer service. In particular, Spencer on the general help line is superb! He knows what to do every time I talk with him, and recaps conversations in email. He is an excellent representative for Entrust! Just recently, I was trying to get a permit to get one of my properties re-roofed and needed to provide proof of ownership. Timing was such that I was running up against the holidays but the roofer wanted to get started. I realize that my emergencies are not the concern of Entrust's administrators, but Narcy in the Real Estate Department was so kind to email me copies of my deeds within an hour. That is excellent customer service! While service is wonderful, the fees that are charged for processing transactions ($20 each) and monthly charges ($147.50) seem exorbitant to me (the reason for a 4 star review). Since I own the properties with my husband, that's $40 per transaction, and almost $300 a month. That is a huge outlay of actual cash for not much work. Someone is cutting a fat hog, and it ain't me and I have to think that the employees are probably not sharing in this cash cow! If I'm wrong, I hope management will correct me and let all of us know how the employees share in the profits! Would I get a self-directed IRA with real estate again? Probably not. It's been a pain in the butt and the administration fees outweigh the benefits. Still, the customer experience on the phone and via email has been superlative. read more

I have found all the employees at Entrust to be very gracious and kind. Always taking care to answer all my questions. I have been with them a few years and never a problem that stumped then in any way. They really know their business. I like working with people who have a great knowledge of their business, things just go smoother that way. I trust them and will stay with them. Joyce read more

#knowledge - 5/5 #service - 5/5 #value -4/5 #context - my family is using this custodian for self-directed ira real estate investment. #love - Denise B is a superstar. She is THE reason this custodian is getting a 5 star review. She made me, as a client, feel prioritized and it was enjoyable working with her. When my family first started using this custodian, it was a real hassle just to get any customer service, but Denise's positive and hard working attitude made calling Entrust feel positive. #like - Denise would listen to all my needs, gather all the research and information she could, and she would follow up with me with her findings. I do want to give a shout out to Timothy as well. I think the Real Estate group was really unresponsive until Timothy stepped in to help. #dislike - I think this custodian is trying to just "do its job", meaning they keep it to just doing its job, nothing more. Denise stands out from the rest of her peers, and if the rest of the company was like Denise, I think they would have the potential to grow their business. read more

I have been a client of The Entrust Group for over 25 years. Their team has always provided helpful, efficient, and cost-effective services to me. My most recent call for assistance was handled by Denise Briggs, one of Entrust's Client Services Associates. While I have had long-standing confidence in Entrust, it is always refreshing to work with their team. Today Denise and her colleagues once again proved their value in helping me and I wanted to share my appreciation! read more

I have worked with the Entrust Group in Oakland Ca for many years. They are professional, courteous and knowledgeable. A big shout out to Mr. Jacob Marchini, Business Development Associate at The Entrust Group! He is the best! He is a great asset for me and The Entrust Group! read more

I've been trying for weeks to have my self-directed IRA transferred out of Entrust. They claim they didn't receive any of the 3 fax or email fund transfer requests. To resolve the issue, customer support suggests to just "try it again." When I pressed for another contact to debug the issue, he actually said, "what do you want me to do, pull the email out of the cloud because clearly the problem is on your end." Really? I also never received any response to multiple contact form entries. I definitely don't recommend using entrust group. read more

Denise was so very patient & persistent (& didn't try to tell me it was "user error" !) Even though this technically not her area, she interfaced internally instead of just transferring me. Know that you are appreciated, Denise! read more

The agent was very helpful and knowledgeable. She was able to save me some steps as well.

These folks appear to be scammers. The communique, or lack of it, appears to be directed at removing extra $$$ from the customer once an account is set up. They just scored their third strike with me today and it's time to move my $$$elsewhere. They attempt to overcharge for account fees despite setting aside $$$ when accounts are set up. I have a paperwork trail to prove it and I may even report them. read more

HORRIFIC experience, thank God I didn't invest anything with this group. STILL trying to close, cancel, deactivate my account!!! Sent several emails to the individual who sent me the email my account was opened , WHOM I SPOKE TO THAT AM TO CONVEY I did NOT WANT. later that day I was charged for opening an account and NOW I'm in CLOSING ACCOUNT HELL. Beatiful web site BUT the customer service is HORRENDOUS read more

Was very stressed before I called. Denise led me through step by step process including my missteps to complete the process and was able to complete it with ease. read more

Tried to open a SDIRA and invest in an alternate asset. the process is broke and customer service is terrible. Entrust kept telling me (after having to call them since they could not answer via email) to have the owner sign a document but there e-sign technology does not work. Customer service kept resending the document asking to e-sign but there was no way to do so. after having CEO download and signing and scanning back in he sent it to me to upload. Called customer service and spoke to Jordan and was very short and discounting on my situation. Asked to speak with someone to review and said could not. Asked for me to hold for no reason and never came back on line. This company is not professional and terrible customer support. will not be using them very long and will find an alternative in the market. BEWARE!!! read more

After wrestling for 4 days with which forms were needed to complete a transaction in my Roth IRA, Denise Briggs at The Entrust Group, Inc. came to my rescue. She analyzed what I needed to do, and got bnack to me promptly with clear instructions on exactly what to do and which forms to complete and submit. Highly recommend The Entrust Group, Inc. for IRA administrative services and educational webinars, AND for key personnel like Denise Briggs. read more

The Entrust Group is a very well run company. The employees are very knowledgible, well trained and very responsive in their feedback online and emails.I had an issue recently with my account and needed clarification and it was resolved in an efficient manner. My wife and I have had their services for the past 12 years and never had any issues with their setvice. read more

We have been long time clients of Entrust & have experienced marginal & at times incorrect info from customer service reps. Most recently there were errors on annual statements, which they did catch & correct on their own & issue a corrected statement. Balances for two accounts varied enough that an audit was requested. Accounting error of funds allocated between the accounts was discovered & corrected timely. I would like to compliment Hermela Jembere, Cash Control Manager, for conducting an audit & defining accounting errors & correcting them in a quick, timely fashion! She is truly a valuable, efficient & professional asset to Entrust & especially to clients who have questions or issues! Ron G read more

We have been using the Entrust Group for over 10 years now -- they helped us set up a Self-Directed Real Estate IRA. I just got off the phone with Bill Neville, who was exceptionally helpful at answering our questions regarding information on tax reporting, distributions, and more specific issues with our LLC properties. I couldn't be happier with their service. P.S. I do know they've undergone some changes in the past few years, but seem to be focused on improving their customer care!! read more

I used Entrust Group to fund a real estate investment. I transferred an IRA from my bank to a self-directed IRA with Entrust Group in order to fund the investment. I used them as a recommendation from a friend, and I do NOT recommend you use them. I would recommend you look elsewhere. Their customer service is unbelievably frustrating. In almost every interaction, they do not answer any questions and make every interaction as painful and difficult as possible. They provide no clarifying information and appear to have standard responses that they will provide either over email or phone, but will provide no additional insight beyond that. It is quite clear most individuals you speak with have no expertise or knowledge in the domain. I will be aiming to move my money when possible. read more

Finally did get my $$ on 7-14-20. No final accounting on fees charged, annual or account closing fees. Thank you Diana from the Reno Office for calling me and getting the check to me before I went full legal on y'all. These folks are not transparent. DO NOT GIVE THEM YOUR MONEY. read more

Having worked with The Entrust Group for over a decade I can say, with some exception, that they have always been a complete pleasure to work with. Of late I dealt with Joshua who was timely with his responses (to my many questions) and hopefully he is available and responsive in the event I need assistance in the future. My only reservation in giving five stars is there have been times where they have been remiss in replying to emails or being available and getting someone on the phone to help can be daunting. read more

Trying to get help making an investment and the voicemail is full until tonight since last week and I've sent 3-4 messages. This is really poor service when you are trying to complete a deal. I hope someone calls me before the deal gets killed.... read more

!!WARNING!! On November 20, 2013, I invested my hard-earned funds from an IRA to physical gold, which was set in trust by The Entrust Group (here to: Entrust). I was in turn sent documentation by Entrust 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 reflected an escrow rather than my coins, as it reflected the coins of the balance of my account, I was told not to worry it was merely they had not posted yet. 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, as it turns out 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. After my inquiry I was told during their "annual audit" it was found the coins were not in their possession, mind you this was 2 years after the initial investment. I have been in contact with Federal agencies and Oregon's DFR and have been told that while I have been harmed, they have no regulatory role in the Presious Metals Industry, in other words, 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, I was told by the Chief Operating officer of Entrust, it was "...our responsibility is to facilitate the transaction between all the parties including the client, the dealer and the depository." The statement goes on to say that "...the fact that My Private Bullion did not send to the depository the metals you bought from them is not our responsibility as a passive recordkeeper." Curious, so when it is "your responsibility to facilitate" and you do not "facilitate" your response is we're just a "passive recordkeeper"? Entrust did not do the job they were hired to do, they were not truthful on December 15, 2013, when I inquired about the "escrow account", they did not follow up on it then or ever until their "annual audit" which was done 2 years after the fact, and now they tell me politely to "F... off" because they're just the bookkeeper? IF YOU INVEST YOUR ROLL OF PENNIES WITH THESE UNACCOUNTABLE CHEATERS, YOU'LL GET WHAT YOU DESIRVE! read more

Theifs!!!! BEWARE Charged my credit card the quarterly fee twice and my husband and I have not been clients for over 4 months. No one picks up so they say email and then they never respond. Worst self directed company I have every dealt with. read more

Excellent service! It's a long process setting up a self directed because there are a lot of steps but Entrust provides great support.

Many years ago I was conned into using Entrust. The entity that borrowed money from me is gone and they are no longer paying me. Now Entrust wants to charge me fees for doing nothing! I don't have investments or precious metals or real estate. I own nothing. I tried to close this account or roll it over and have been stonewalled. They are not service oriented they are a fee based organization! Well no sir. Take your money elsewhere! I'm certainly still trying g to distance myself from them. What a nightmare read more

I've had the fortunate experience with connecting with Susanna, Entrust customer service rep. Susanna is the best client support that I have received from Entrust. She makes sure to take ownership, has empathy, and does an awesome job of following up. I sincerely appreciate her level of service and commitment. Thank you. read more

Had probably the most informative conversation with one of their reps up in Oakland today. Was very appreciative of how knowledgeable they were about trying to complete the transaction I'm looking to complete. read more

This company has been very frustrating to work with. First off the communication is very poor and it's very hard to get answers especially on a timely manner. They've cost me a lot of money due to their negligence. I was told a wire transfer would take 3-5 business days, that came and went and I kept asking what was going on and I was getting crickets. It's still not done and no one is giving me answers or working to get it done. It will be day 6 for a simple wire transfer. Please take your money to another company that will actually care about you as a customer and treat you as valued. I called and left a voicemail and was not called back which is common. Trust the negative reviews here. read more

After getting the dismissive reply to this review from Entrust, I took a look at the many, many 1-star reviews about this company on Yelp and elsewhere. (Don't forget to check the few dozen 1-star reviews that Yelp isn't factoring into their rating, too. They are linked below the visible reviews.) As they've done here, Entrust loves to post condescending responses about how either the client messed up or it was some franchisee that they can't be held responsible for or that the dog ate their homework. Never any accountability. None. The problems that Entrust's customers experience are always someone else's fault. Poor Entrust is just an innocent bystander, wrongly accused of mistakes, misdeeds or terrible service (time and time again). Allow me to point out that not only is this company in the trust business, they literally chose to put the word 'trust' in their name! Yet they want to operate in a world without accountability and where their many mistakes or egregious acts certainly couldn't have been their fault. "You must have messed up, silly customer, that's not how our business works." So, are you sure you really want to trust your money to a top drawer organization like Entrust? read more

Avoid the entrust group. Hard to deal with. Employees say understaffed. Tell different things at different times. Hard to contact. Poor on returning calls& emails. Poor contact info. Avoid this company. read more

If I could leave a 0 star, I would. We invested a lot of money with these folks, and I wish we hadn't. To get my money OUT, was like an act of congress. Actually, acts of congress take less time and follow-up. You have to stay on top of them. I submitted a request to have my money transferred out of my account there, and it's 10 days later and I've called 3 times now. No one I talk to understands what I want to do, and I really don't think it's that difficult of a concept!! Just transfer my money out, people!!! The employees I have spoken with have all been nice and they "try" to be helpful, but they are not helpful. read more

Entrust is a well organized and efficient firm/custodian. I have worked in this industry before and I recognize how difficult it can be for accounts to be fully documented. They worked extremely well during a difficult rollover. Andrea was very helpful and was timely to follow through with support. I highly recommend this firm. Jim P. read more

As an Entrust client for more than 5 years, I can say this company has really, really bad service. Cash transfers out of my account at Entrust to an account at another custodian always require a follow-up phone call to them; otherwise, nothing gets done. When one of my investments terminates, I am required to complete a Sell Direction form; however, the form never gets processed until I bug them about it repeatedly. For this "service", I have the privilege of paying them $150 a year. I would love to punt this sham of a company, but I am locked into a few longer term real estate investments that are still active in my account. Very painful. Ugh. read more

Had the "pleasure" of corresponding with Joshua Rodriguez who exemplifies the horrific service described in reviews below. Unhelpful, non-value added, inept and just to top it off, extremely rude. Avoid at all costs. read more

The Entrust customer service person who helped me solve a difficult person stayed on the case until he achieved a good solution. I am grateful for his help. read more

Here we go again. Trying to close my account, so I called to make sure that I had completed the appropriate forms. The customer service rep put me on hold to check and and when she returned told me I had to talk with Munser and transferred me to his voice mail. Tired of dealing with them. Charles w read more

Customer service is severely lacking.. ON the phone waiting for someone takes forever ( at least 20 minutes) I got an operator to direct my call but a hungry baby was heard in the background. I wouldnt comment on this but EVERYTIME I call its an agonizing wait.. The responses you do get are sometimes short but not sweet lacking in sufficient information to make an informed next response. It almost feel like they cant be bothered. Since my money is already associate with my FBO , my alternative investments make it hard to move out of the process to another competitor. It Entrust was smart they would overhaul the corporate structure and concentrate on cusotmer service.. All I see here is 1 star reviews and thats pretty bad. read more

Communication is horrible. They must have minimal support because it takes forever to speak with someone. The higher ups are rude as ever! I called Patrick Hagen to ask questions about a presentation he presented that was posted online. When I called he asked who it was and what I needed. Then proceeded to place me on hold and transferred me with no warning. I should have took this as a sign! These people shutdown my account due to overdue fees WITHOUT a single call! My account was set up and since then I have not spoken with anyone when I needed them. You almost have to set appointments for everything. This place is complete trash. But its the cheapest I found. I guess you get what you pay for! read more

The Entrust Group has a wonderful staff. They are a hard-working team and always ready to give great guidance. Jorge Lopez immediately realized the best solution to my paperwork situation and took the time to send the entire package securely. A special thank you to Morgan as well for taking extra time with follow-up calls. read more

Only used them because my new holder of my 401k used them for a money transfer. They were terrible to work with.

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