I wish their follow through and customer service skills would have improved. They haven't. Their follow through is terrible. RUN from them. Look for another company to do business with. read more

This Group cannot for the life of them understand how to post FMV for a Deed of Trust. The tech support is so weak that even having the amortization schedule on file, they will not update or reduce principal balance with payments. They leave it the same all year and add cash positions to it (if your not taking it out) so that your RMD is falsely higher than necessary requiring one to overpay RMDS. They have recently lost a payer check for mortgage and they cavalierly say "..its a busy time" What? read more

I'm now satisfied with my results from Entrust , i was able to rollover my IRA savings . We got it done , Thxs Remma for your help!!

The admin fees just keep climbing! God forbid your investment loses value, you will lose even more by the administrative fees. I own raw land in this account, and the only expense is taxes... All paid to the same state. Entrust insists on paying with three separate checks in order to maximize their profit. It's so easy to simply write the three parcel numbers in the check, and only write one check annually. I have only had one positive customer service experience in the ten years I have been paying these excessive and outrageous administrative fees, and am always feeling terrible that I chose to hold real estate in a retirement account, since there is no way to write off this loss either. Think more than twice before choosing this company to hold such simple real estate holdings! 07/20/2017 Now trying to sell one of three lots I am holding in this account. I've given up on trying to continue to hold parcels of land since the admin fees and loss of value of the parcels have nearly eaten up all of this originally over $100,000.00 retirement IRA's value. Ill keep you posted on how the sale of a parcel goes and how the fees for the sale are for a lot that cost $18,000, I'm selling for $11,900. More to come.... read more

Do yourself a favor and don't do business with this company. They never seem to know what they are supposed to do to process investment requests. The rules change regularly, making it a giant time suck. And good luck reconciling your statements and fees from them. I could never make heads nor tails of it. They also didn't send me invoices for their fees for a long period of time, and then I got a letter saying they've closed my account for non-payment despite my not having received the statements. Since my account was fully invested in assets, I have a giant IRS bill for monies that I actually don't possess. I have no idea how this company is legally allowed to be in business. read more

I have been trying to close this account for months. The remainder of my Roth IRA with them has gone down from $900+ to $195 or less with all their fees, service charges, etc. I just want out even with this little bit of money before they wipe even that out. I do not recommend them to anyone. Notice the 2 and 1/2 Stars they have and read the other complaints. If I do not get this money back quickly, I will talk to the press and also post public on Facebook. read more

I should have paid attention to the reviews and steered clear of Entrust, but unfortunately, I opened a SDIRA with Entrust a couple years back so I could invest my retirement in real estate. At first I was satisfied, but eventually got fed up with the administrative red tape and the delays they imposed on my investments, and decided to transfer my investments to another custodian about a year ago. I jumped through all their hoops, filled out all the paperwork, and they transferred my cash balance and sent a transfer letter for the real estate. Fast forward to several months ago, and I discover that they never recorded the transfer transaction, so the property is still deeded to my closed IRA account. I reached out to them to figure out where the issue was, and was sent additional paperwork and instructions to finalize the transfer. A bit disappointing that they failed to provide this up front when the transfer and account closure was processed last year, but I wasn't going to make a big deal out of it. I filled out all of the paperwork, including the payment authorization for additional fees they wanted to charge to finish the transfer, and have heard nothing from them since. That was over 2 months ago, and multiple unanswered emails to several people at Entrust. Now I'm at a bit of a loss - I can't record the transfer until they provide a signed deed and letter of transfer, but I can't get them to even respond. My past experience tells me calling would be a waste of time - email had previously always been the best method of getting a response, but now my emails are being ignored. I'm thinking my next step might have to be to involve an attorney, unless this review spurs someone into action. read more

$50 account opening fee, then they force you to deposit additional $250 or they will close account. conveniently, account closing is $250. check fee is $10. read more

In 2011 I opened a self directed IRA account with Entrust with the understanding that the only restricted asset classes were life insurance and collectibles. My objectives were to invest in real estate and other alternative asset classes not allowed by traditional custodians. Last month I called my rep to advise I was seeking to invest in Forex and commodities only to be told all of sudden these investments are NOT allowed. Initially I thought there were changes in the DOL (Department of Labor) or IRS (Internal Revenue Service) rules. After contacting both the DOL, IRS and other custodians, I found that this restriction is limited only to Entrust for some reason. I was told by Entrust that I could make thes investments using their account, but would have to establish an LLC to do so. I don't feel I should have to incur the expense of opening and maintaining an LLC to make such an investment when this is not required by competing custodians. During my last call to the rep at Entrust on April 12th, I was told that I would be allowed to close and transfer my account to another custodian and their "Termination Fee" to move my account would be waived. I have yet to receive a call back from Entrust to put this in writing before I intiate the transfer of my funds and assets to another custodian whom will allow me to make the Forex and commodities investment. Below is verbiage I received from Entrust about the change initially posted on their website, but longer exist: ** URGENT ANNOUNCEMENT** We have all been anxiously awaiting a determination from the Commodity Futures Trading Commission (CFTC) on the status of our appeal to continue allowing clients to trade commodities, futures and foreign currencies. Although the CFTC has refused to legally justify its position, its stance has become clear and seemingly fixed; that trading in commodities, futures or foreign currencies would be permitted to self-directed IRA account holders only if the administrator is registered as a Futures Commission Merchant (FCM) or Introducing Broker (IB). The Entrust Group is neither a FCM nor IB, and thus does not meet the CFTC's requirements. Bottom line on the two above bullet points: If the client has a trading account for these assets through Entrust, they can use the funds within it, but cannot add to them. If they withdraw funds from it, they cannot replace. These changes are effectively immediately. Additional changes may be initiated upon the CFTC further clarifying its position, but are not expected to ease. Trading commodities, futures and foreign currencies is not a prohibited transaction. The CFTC is simply disallowing them through administrators who are neither a FCM nor IB. Thus, clients can continue investing their retirement funds in these assets, but according to the CFTC, only through a FCM or IB. In other words, not through Entrust. Although the CFTC has not, to our knowledge, applied these same standards to other non FCM/IB firms, their position is that other firms will be subjected to the same scrutiny. Has anyone with an account with Entrust experienced the same problem? Please share your outcome. Thanks. read more

on the plus side and trust was able to let me invest my money into first deeds of trust and other non traditional IRA so for that it's a positive. the negative is the amazing amount of fees you're going to pay for this privilege last year I'm a IRA of about 300K I paid almost $1,900 in fees. the part that kills me is her cumbersome paperwork and the cost to find a new investment transferring investment the final disgraces that they charge $275 to transfer my own money to another more reasonable company doing similar work. if I guess if you have unlimited funds and can deal with the frustration of their inept customer service and the bad advice given and are willing to pay fees for everything you want to do then go for it this is the company for you read more

Ripoff alert. I was an actual client until about two months ago. It turned out that the self-direction was not the best idea for me. I was originally going to buy investment property as part of my retirement portfolio, but most sellers at the time were leery of a non-traditional transaction like this. I suppose I should be relieved at this point that I didn't, since property in the area that I was interested in has since tanked. Afterwards, I couldn't decide what other direction to take those earmarked funds, so for sanity sake, I transferred those funds back into my other retirement account where I have an advisor. Here's where I was shocked. I had had no support from Entrust during the 2+ years I had my funds with them (they can't legally provide advice and the times I did call the office simply for direction on how to handle a transation, I really couldn't get someone to clearly answer my questions. When I was attempting to make an offer on a property, they were of little or no help.) They deduct a regular maintenance fee which was reasonable for simply holding on to the funds. What was not reasonable was when I decided to close the account, I learned in the closing statement that they had deducted $250 each from two separate accounts - $500 for doing absolutely nothing but making interest off my retirement funds. If you are a dedicated investor, this might be for you. If not, I say, run - don't walk - away from these people. What a rip! read more

I agree with the other reviews. Universally all their customer service representative are very unhelpful and not very knowledgeable. No one takes ownership of any problem. Three times I was told to contact some one in some other department. I spent many hours trying to resolve issues. You receive the most frustrating run around. The most shocking thing is their fees! To transfer my cash out I had to pay $500. There was a mistake on how the transfer was coded so they charged me twice. It is a tremendous hassle to deal with company and costly. I agree with the other reviewers their initial pitch is very slick but they do not deliver and once you set-up an account with them when you try to leave they charge you 1.5% exit fee!!! I highly encourage to look elsewhere! Spare yourself the headache I am experiencing. read more

I'm happy with Entrust. I'm getting ready for retirement and want to diversify. Entrust offers that flexibility. I have moved my retirement with them into a self driven IRA. I have been a customer for a little over a year. read more

Ripoff alert.never do business with this company, they steal your money blind.poor service. charge you for everything and they lie all day long at the end they empty your account and make you pay to move it. read more

I contacted Entrust in early December 2013, to see if I could close a transaction before end of year. I was told that this should be enough time. I asked if my transaction would be IRS compliant, and told that as long as I was not related to the borrower (which I was not), it would be compliant. I paid their normal fees to open the account. They lost one of my FedEx shipments, and then lost the document that was in the envelope. Then I was told the Holidays (Christmas Day) would cause a delay, and they would not be able to complete the transaction this year. I made other arrangements for the end of year closing deadline, and continued with an alternative loan investment in the first week of Jan. At least 4 times during the process, I was asked for additional documentation, never mentioned in the prior request. Then I was told that even though I was not related to the party receiving funds, it would be a Non-compliant investment. I requested return of my funds, and was charged an exorbitant fee to wire the funds back to my traditional IRA. I realize that the current Time Value of Money is not as attractive as it once was, but they USED my funds for over 2 weeks with no compensation (in addition to the $500 return wire fee). After reading many of the other negative reviews, many expressing concerns over timing, it became quite clear to me that one of their income strategies is to invest the clients funds in the short term investment market, then drag their feet to increase the return, and keep the interest. read more

I have used them for 6 years. This is a complicated area and the user must know how to use it. The custodian/administrator cannot act as a lawyer and give legal opinions. The staff perhaps is too rigorous at times. I use a CPA and attorney for questions about how to use the system. Entrust has been meticulous and responsive in carrying out transactions. They seldom will offer direction and the education is only in the articles. They used to have a forum where they had a seemingly senior person give generalized opinions. That was somewhat helpful. This is not an area for the passive personalities with many questions ..., you need to research and read first. It seems they target real estate agents the most. Good luck. read more

Ive been with them a couple years with my self directed IRA and just left. A lot of people left the company and since my original rep left last year I never got to speak with a rep again. I tried at least 10 times and they never answered nor did they call me back!! Also their $300 a year fee is $100 over the new firm I'm using and they auto charged me $250 to move my account to the new people! What is their fee for if you cant talk to anyone with questions! Made me worry if they do whatever iis they are supposed to do for their money. read more

I opened this account years ago and have had minimal need to work with the staff. Glad of that fact because almost ALL of them have major attitude. Very condescending tone of voice, they always speak like they are doing you a favor to answer your questions. Have tried to move the account to another location but as each location is individually operated, I have not yet found out how I can do that short of closing the account completely and probably generating a bunch of fees. But after every phone call with them I start trying anew to move my assets to a friendlier, more polite bunch of people! read more

Began in 2011, service was acceptable to get accounts set up, people were responsive. Now 2015-2016 when I needed to close the account, it took over a month to complete and send out their paperwork. Now they continue to take out the fees for one account and bill me for the other (since we did a stop payment on that credit card), both customer serviced and accounting people insisting the stock certificates are still in the account (I am looking at them now in my own hand) and say they have no paperwork showing anything different, even though I have emailed them copies of the forms to show them proof. Very condescending in their tone, hard to get replies, voice or email, no account manager to work with, their fees are high when they do nothing each year on my account. Please, save yourself grief, they are great until after the account is open and funded, after that you'll be sorry. find another IRA custodian. My opinion: They should have their license taken away. read more

I have been a client since 1999. Entrust has always done exactly as I have directed, which is the entire point as this is true a self directed account! Great information and helpful when I need them. Thank you Entrust read more

My experience has been good half the time and bad the other half. My biggest complaint is not being notified in a timely manner about Invoices received such as the property tax bills on my two assets. I had to pay late fees on top of the Entrust fees. I understand Entrust has to charge a fee, but the late fees simply wasted my retirement monies. That harms my investment returns! I invest to make money, not lose money!! I pay Entrust to manage my account and now I find myself having to pend on my calendar bills that are due so I can advise The Entrust Group. Shouldn't it be the other way around? I too have had some trouble getting questions answered along with a little "attitude" when the Rep doesn't actually know the answer and does not want to look into it. My final complaint is that I was unaware of the 1.5% fee to close/move my account. That must have been written in very small print on some agreement I signed when I started with The Entrust Group! read more

I recently did a IRA to IRA cash funds transfer which took way to long to complete. They also helped them selves to $250 of my money for the transfer with no accounting for the charge. Their fee schedule does not forewarn that charge. I would advise using anyone other than Entrust. read more

terrible customer service and bad response record. in fact, they usually don't respond at all. i have to call them, then they tell me they never heard of the first contact; don't have it. (must be in the hands of a former employee) always excuses - always. never have i tried to conduct business with this company that i have NOT had a problem. that has been years. why am i still there? because the company with which i have my IRA investment insists on retaining them as trustee. so every quarter i pay a fee; they never do anything for me; then when i have to do something, they screw it up. it appears my best choice would be to move my IRA investment, but that is easier said than done. read more

I simply called to open an account and was told a representative would contact me. 48 hours later...nothing!!

I agree with all the people who have complained about this company. I have had a self directed IRA account with them for several years, unfortunately my investments went down to zero. I tried to close the account on August 6, 2014. To date, (December 5, 2014) I am still fighting with them to close the account. It has been a frustrating experience in dealing with several employees, they keep saying that my case has been referred to the proper channels. In the meantime they keep charging maintenance fees. I heard from other sources that I owe some money which I must pay in order to close the account but they did not have the courtesy to let me know the amount. FIND A DIFFERENT COMPANY IS YOU NEED A SELF DIRECTED IRA. read more

I was amazed to see a few other review that dinged Entrust solely because buying real estate was not the reviewers best option. But, I finally had to write a review of my own when I saw some comments about lacking customer service. Entrust has held my IRA for about 3 years now. I have been extremely pleased with the service (especially from Tabitha and Kim) that I have received. I signed up at the San Diego office which has changed managers several times, but I really had no need to talk with them after the doing an IRA transfer. Once an IRA is funded, all of the business is done directly with the Oakland main office and for me that service department has been absolutely fantastic !! Anyone that has been having issues must be having them because they have never tried to establish a relationship with anyone in those customer service departments. My property purchases have gone smoothly, my payments are made on time and I have been very happy with the arrangement thus far. read more

This is an update to my review of 1/11/12. Subsequent to that review, the president of Entrust in Oakland, Jason Craig, contacted me and quickly resolved ALL of the problems with my account that I had experienced. He acknowledged and apologized for the errors, and assured that the missing funds were immediately returned to my account. I believe now that the problems (in terms of my account) were due to poor management by support staff in the Cash Management department, and that these problems had not been brought to the attention of Mr. Craig. That certainly does not excuse Mr. Craig, as he said. Mr. Craig seems highly motivated to resolve the issues and assure that Entrust Administration is doing the job the have promised to their clients. We'll see if all the changes needed for future clients will occur. In the meantime, at the moment I feel confident my account is being taken care of. I will update this review again in 3 months time. If I don't experience any more problems, then I would anticipate giving Entrust 4 stars. As I said before, the concept is a good one. My recommendation to anyone who experiences problems with support staff at Entrust: Call and speak to Jason Craig. read more