Ubiquity Retirement + Savings Reviews 

I have been chasing MyUbiquity to release my fund from last 1.5 years, lost phenomenal amount of tax savings as could not take distribution last year. I left the employer in middle of 2022 and since that time I have been asking to release my funds. Made some 100 of calls and emails, no luck. I was the trustee on the account and it has been nightmare to get the account closed. The customer service is extremely poor and generally the answering person picks the call and then they return the call in 1-2 days if you are lucky. I would not recommend this company if you want to avoid the run around when you have to exit the plan.
By the way dont believe their website which shows all false reviews ratings, for example they are 3.8 star on trust pilot but shows 4.6 on the website.
I have given up to retrieve my funds and finally I have to highlight this incident so others dont suffer in the same way.

Set-up and incoming customers are treated very well, with quick responses and easy contact during initial set-up. HOWEVER, existing customers are not treated with the same priority or care. This is unfortunately a common theme we have experienced in the year since starting service with this company.

We have been trying to contact someone at Myubiquity (after a year of service and major contributions/rollovers) during a hardship, purchasing our primary residence. As simple as an inquiry to understand the process and restrictions involved, but with no available resources other than a 3rd party call center with NO direct connection with Myubquity's in-house support team, a Chat Bot that runs Itself in circles(try AI- if you're not going have the staff to take care of all of your customers, at least fake it), and an email address that never responds.

Leaving your existing customers in the dark, especially during a hardship, is incredibly disheartening. There isn't much we can do as your customers, especially with limited access to customer support. We hope to see improvement on this front.

Unfortunately, at the time of this review, we have still yet to get a response on our original ticket.

We write this review not as a deterrent for future customers, but as a caution of what to expect afterward, and to those who are going through any hardships of their own.

I would rate this company a -10 stars. When calling the CSR are reading scripts - called in 3 times no return calls - they all "apologize" and "escalate" - but nothing happens. Support email address is a black hole no response to 5 emails. This is one of the worst customer service experiences - scary that they are handling compliance and documentation for so many retirement plans. Run from this company.

One of my businesses has been a Ubiquity Retirement customer since 2015. I'm an experienced benefits consultant with more than 30 years of working with 401(k) plans. From the beginning, I realized Ubiquity is not for an employer that doesn't have access to someone like me. The company's people are poorly trained but that has not been an issue as I have the expertise to overcome their shortfalls. However, within the last year or so, I've notice Ubiquity rarely answer their phones and their response time has become way too long. Unless you have significant expertise in the 401(k) area, you should look elsewhere!

This company never answers the phone. Hard to get a hold of. Doesn't respond to email.

The sheer level of incompetence of this company is hard to believe or understand. We needed a managed plan for 2 people. The process began in Oct/Nov of 2022. The new managed plan was opened in Feb/March 2023. The rollover from the original 401K finally happened in mid Nov 2023. Everything was set up incorrectly from the start and here we are basically 2 weeks before the end of the year and I am still be asked for new documents to finish the process even though I have had innumerable calls and discussions with multiple people at Ubiquity over the last 10 months. Dealing with this company is beyond frustrating and you would do yourself a big favor by heeding this review and others like it and avoid this company at all costs.

I don't even know where to begin. Each issue takes 3-4 calls and at least 4 emails. The transfer of over $300,000 was to have been taken place 4 weeks ago and they removed the funds and never wired to my new provider. 3 days and 6 calls, 5 emails later they make the wire with no explanation. DO NOT USE the worst company!

My reason for calling Ubiquity was to address security concerns. I spoke with Eva Castillo. She addressed my concerns with a degree of specificity that I never expected. She explained in detail how and why my funds were secure. Ubiquity hires top notch people and then obviously provides them with a considerable amount of training. This is the second time I've called Ubiquity, and I have gotten superior service each time. My employer selected Ubiquity to administer their 401(k) plan, and I couldn't be happier that they did! Great company, great people!!!

Whenever I connect with MyUbiquity, it's like a breath of fresh air! Seamless interactions, zero hiccups, and a team that's not just friendly but also incredibly knowledgeable. Their professionalism shines through, and their advice. Simply top-notch! A special shoutout to Eva Castillo, who's been my go-to expert twice now. She's an absolute star! 🌟

Thank you! The experience has been Great. Very quick in responding to an item I needed help with. I always appreciate being able to get a hold of someone in an easy manner and having the first person I talk to able to solve the problem.

Any time I've talked with Ubiquity it was a smooth call. They have great skills in communication, friendly, and knowledgeable. This call was no different but Eva made the experience even better. She is a great asset to the company.

Gabriel was so pleasant and easy to understand. He was very, very helpful answering all my questions succinctly and clearly.

Thank you! Ubiquity, experience has been Great, Very Professional! Appreciate the Q&A.

I just processed a roll over.
Eva was on the phone with my advisor and myself as we processed the transaction. She was very nice, professional and courteous. Everything went smoothly and efficiently.
Thank you!

Today I called into Customer Service and got some great assistance from Christopher Holden. Ubiquity and my payroll provider are now in sync! He helped me understand the great news communicated in too much detail in a prior email. He also helped me learn how to make an off cycle contribution for myself. Such great assistance!!

Thank you Ms. Darla Fulmer for your prompt and knowledgeable response to my inquiry regarding our Federal Form 5500 requirement!

This is the first time I've contacted Ubiquity. Chris Holden was extremely helpful, courteous and professional with great patience in resolving an issue related to Form 5500 filing.

Helpful servive rep answered my questions and was patient

I had a wonderful experience with Shelley. She was very kind and patient with me. She answered all of my questions in detail until I understood. I sincerely appreciated it.

Lack of guidance by this company. I have been trying to cancel out of ubiquity for months. I paid the $1000 to get out and from there it seemed like they would force out the employees. They sent me the funds from my own but held the on to scraps so that they could keep charging me $400. The interface is not informative. Not sure any other reason they would have it that way other than to keep charging me.
There’s 3-4 of their departments to put the blame on so it’s confusing. I do wish I could get my money back it feels like a giant mistake.