Lack of Customer Service
Setting up our CRT (charitable reminder trust) was a breeze. However, once they had us under contract, we found their customer service to be practically non-existent. Our repeated emails were answered by the stock “we’ll get back to you as soon as we can”. Fine. If they ever did get back to us, the answer was usually not to the question we were asking.
Example: Our queries: Can you please figure out why we are unable to file electronically? Can you please figure out why one of us cannot connect with our portal? Are you ever going to answer these questions? Their response: Please send us a copy of your April 2025 brokerage statement.
Two years in a row Ren has been unable to properly e-file our tax return when E-filing has been an IRS requirement since 2020. The first year the IRS accepted it. For 2024 however, we were informed by IRS that they would be sending it back to us and we needed to try again electronically.
So be aware that though they are probably the largest firm of their type in the US, do not expect to be treated in accordance with the standards they tout on their website. Yes, you will receive administrative oversight calculating your quarterly distributions, yes they will prepare your tax return, and they will charge thousands of dollars to do so, but they will not make it easy on you.