Ubiquity Retirement + Savings Reviews 242

Jared F. was phenomenal. He was able to help me with my issue quickly. Hard to find employees like him many times when dealing with customer support over the phone. Ubiquity as a whole has always been a friendly company to work with and very diligent.

Kelley was very helpful navigating the unusual circumstances with the PPP and payroll costs uncertainty. I wanted to be sure to reflect the exact dates covered by the Ubiquity payments, and he was clear and very helpful

also I had discussed the secondary trustee with Tony (who wisely suggested it to us) awhile ago, and he reminded me of the procedure.

he was great. and I appreciated the call back as I guess the phones were down when i called that day.

Vicki

After five weeks and losing 20% of the value of my 401K because Ubiquity placed me into a fund I had no interest in being in, I'm officially in the money market. You might say only losing 20% in this market throughout the past month is a win, but it was reduced because it took them nearly 7 business days to transfer my funds to cash.

Liz was very helpful today and assisted me with my profit sharing distribution. She took time to go through each employee to make sure all of my questions were answered. She was very helpful and I was able to get all of my questions answered and completed my profit sharing distribution. Excellent service today!

Shelly helped with adjustment and reviewing the whole plan very patiently.I am glad she was on the phone.

The 5 Star rating is for a specific employee - Tim C. Before Tim got involved, I had several frustrating encounters and delays with other members of Ubiquity. Every time I called, I seemed to get a new member who didn't have a clue of my situation, and then after I explained my situation again, I would be told they didn't know the answer to my questions. Unlike those previous encounters, Tim was knowledgeable, and actually followed up on his promises to follow up. Tim understood my objectives and was active in finding solutions for my company. Ubiquity should train all its members to be like Tim.

I would give 0 stars if it were possible. They do not treat small businesses as a priority. My de-conversion (which their team passed me on to several people) was a horrible experience that took over 3 months. They did not advise me well on what type of account was best for my business or personal retirement. The team is terrible at giving direction, next steps, and any customer service. There is one phone line for all team members. An email takes 2-4 days to respond and it always is someone different who has no idea what is going on. Go directly to Vanguard or other companies and don't waste your time and money using this company. They charge a quarterly fee for doing nothing as the "middle man" and they charged me $1,000 when I cancelled services and moved my account to Vanguard.

They still have not wired my funds to my new custodian (yes, they have even messed up my final wire transaction) after dozens of emails and calls (it's been 3 months).

Service is non-existent here! Trying to do some simple rebalancing in my 401k and they allow a new allocation, but block rebalancing for some reason. I call them...currently on hold for 15+ min so far...and they say all agents are busy, but press 1 to speak to operator...I press 1...and continue to hold like before! They need to improve service as this is really the only differentiator from others.

i have been a customer first as the online 401k and then my ubiquity. Now with a new payroll provider we can't continue with ubiquity but they have been first class all the way to the transition to another 401k provider. Great company and service! Thanks for all the great service over 14 years.

Number 1 choice in the market. Simply one of the best in their field. I am impressed and happy.

How is a business run like this? Service is terrible. Response times can be measured in days. Then, I just received the following e-mail:

"October 30, 2019

Dear [],

Ubiquity Retirement + Savings was recently notified by Cachet Financial Services, that effective October 23, 2019, they will no longer process ACH transactions for any of their clients. Unfortunately, this includes Ubiquity’s clients’ 401(k) contributions. "

So many questions here. Did they really inform you a week after they stopped? Or have you been sitting on this information until after everyone has already submitted ACH transactions? There are no possible answers that don't make you look bad, Ubiquity.

Followup to reply from Ubiquity:
The communication from them on 10/23 was very clear. For some reason, it took a week to notify your clients. As a small business owner, I value communication and accountability. If a vendor I did business with disrupted my operations, I would not tell my clients the resolution is up to them at additional cost to them.
The full message sent on 10/23 is detailed in a story on krebsonsecurity dot com (no links allowed here).

Followup (11/8): After multiple conversations with Ubiquity assuring me the situation was being handled, I just received a voicemail telling me I needed to fund payroll. Which I did. At my expense. A week ago. They now assure me they will verify that. I also received an email with various ratings that I should be able to click to rate the service. But none of them is clickable (in Gmail or on my iPhone).

I have been very happy with our choice to use Ubiquity Retirement for our retirement plan. They have patiently walked me through each step of the process for set up and ongoing administration. When I call with a question, I always get a live person who is always very knowledgeable and helpful. The service has been great!

Over $100 in fines/fees to get a rollover check sent to my bank? What a terrible company! I would never use them to set up a 401k under any circumstances. Great way to upset your employees!

Very helpful! Able to call with any questions I have even during busy seasons. Always friendly and professional!

MyUbiquity has a very simple upload process for your payrolls. I would prefer a more automated system, but the current process is simple enough. The best part is that any time there is an issue, whether with the website or a tough compliance question, I can always call and get a hold of someone to help me.

I am really glad to see that Ubiquity is working on improving their communication with their clients. I was able to call today and get someone on the phone to answer my questions immediately. My main complaint about Ubiquity in the past, was that it was hard to get quick communication. I was so pleased to see that I can now call and get help right away.

As an employer, I have experienced poor communication and I am still trying to close our employees accounts as we switched to a new provider. It has been 2 YEARS! They still are unable to transfer and close our accounts. When we stated we wanted to close the account, our account rep should have been working with us to complete it. Instead I have to call them every day to get answers. When I ask if they need anything else from my company to complete it they say no, however, they required more signatures! During this time both the company and employees have been charged fees. TOTAL UNACCEPTABLE.

Ubiquity charged our lower wage employees, who had scratched together a modest retirement account savings, ~10% of their IRA simply to access their funds after a plan termination. After asking them to re-consider this practice, they vehemently refused. They're clearly part of the problem in the horrible IRA administration business.

Had my 401k with them but the plan offerings are very week, and basically even choosing their aggressive plans, in a bull market for the past 3 years I made no money on top of it. besides that to roll over out they charge fees. Hope not to work with a company thats offers Ubiquity services.

Total scam, billing my company $115 monthly AFTER I closed my account (paid $1000 fee to close my account btw). This is all because some ex employee from 3 years ago, still has $40 balance on his 401k, so my fund is still "active". As the fund sponsor, I'm somehow financially responsible for people that I no longer employ. They also charge each employee $5 a month, this is all on top of whatever Morningstar charges. Also, when you withdraw your money, they like to only send you part of it, so they can charge you the $95 withdraw fee more than once. The positive reviews on here are so obviously fake. I originally signed up with Intuit 401k, and these guys took over the account, really my only bad experience with any vendor since I've been in business.