Well it has been a slog. I finally got through to a person for the 3rd time. Heather explained that the new metals distribution form wouldn't allow a minus amount as in wire fees and the like. She ex... See more
Company replied
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Review summary
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Reviews shaping this summary
Unfortunately, my e-message communications regarding a pressing problem were met with form replies that ignored the main issue. A last form reply delayed when the matter would be considered. Finally,... See more
Company replied
My task was a simple one (change of address and phone number) but with all the security from fraud these days my representative was patient, pleasant, and most helpful person I've had the pleasure to... See more
Company replied
Heather Kostroun was so friendly and pleasant! It took quite awhile to resolve my request because I had trouble changing my password, but she stuck with me! Instead of my phone call being frustratin... See more
Company replied
Company details
Written by the company
Leading self-directed IRA custodian for investors seeking to diversify their retirement portfolio with alternative investments - real estate, private equity, crowdfunding and more, and serving investment professionals, sponsors and platforms nationwide.
Contact info
7901 Woodway Drive , 76712, Woodway, United States
- stratatrust.com
4.8
Excellent
2k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Person was courteous and helpful when…
Person was courteous and helpful when finding solutions to address issues and answer questions.
11 May 2026
Reply from STRATA Trust
Hi Jonathan,
Thank you for your feedback! We’re glad to hear our representative was courteous and helpful in addressing your questions and concerns.
Warmest Regards,
Jessica Gaddy
Client Services Manager
Person i WAS speaking to was very…
Person i WAS speaking to was very personable. I could clearly understand her. I didn't have to ask her to repeat all the time,
14 May 2026
Reply from STRATA Trust
Sharon,
We’re glad to hear communication was clear and comfortable—thank you for your feedback!
Sincerely,
Jessica Gaddy
Client Services Manager
The people here have always been…
The people here have always been extremely helpful,and answered all my questions..
11 May 2026
Reply from STRATA Trust
Hi Stephen,
We’re glad to hear this—helping answer your questions is what we’re here for!
Jessica Gaddy
Client Services Manager
Knowledgeable and efficient.
13 May 2026
Reply from STRATA Trust
We’re glad to hear you had an efficient experience—thank you for your feedback!
Reply from STRATA Trust
We appreciate your review! It’s great to know our team provided a positive experience!
Interacting with Britany and Diego was…
Interacting with Britany and Diego was a great experience. Good job!!!!
12 May 2026
Reply from STRATA Trust
Thank you for your kind words regarding your experience! We’ll be sure to pass along your feedback to Brittany and Diego.
Jessica Gaddy, Client Services Manager
Always great customer service
Always great customer service!
I took off a star since I had to wait to speak to a representative for 15+ minutes.
11 May 2026
Reply from STRATA Trust
Thank you for your feedback, Daniel! We’re glad to hear you consistently experience great service. We do apologize for the wait time, and we appreciate your patience—we’re always working to improve!
Jessica Gaddy
Client Services Manager
Quick and smooth communication
11 May 2026
Reply from STRATA Trust
HI John, We certainly appreciate this 5 star review!
Reply from STRATA Trust
Douglas,
We’re glad to hear you received efficient and helpful service—thank you for your feedback!
Jessica Gaddy
Client Services Manager
What a team!
What a team! Friendly and SUPER efficient service. I highly recommend Strata Trust!
8 May 2026
Reply from STRATA Trust
We appreciate your kind words! Friendly, efficient service is what we aim for, and we’re glad we delivered. Thank you for recommending Strata Trust!
Jessica Gaddy
Client Services Manager
The representative was easy to…
The representative was easy to understand, helpful and knowledgeable.
8 May 2026
Reply from STRATA Trust
Thank you for your feedback! We’re glad to hear your representative was clear, helpful, and knowledgeable—we appreciate you sharing your experience. Jessica Gaddy
Brittany did an excellent job of…
Brittany did an excellent job of explaining how I can make the withdrawal of my retirement funds. She was polite, knowledgeable, patient, and friendly. Great work Brittany!
8 May 2026
Reply from STRATA Trust
We’re so pleased to hear that Brittany provided such clear guidance and made the withdrawal process easy to understand. Her professionalism, patience, and friendly approach are exactly what we strive for.
Jessica Gaddy, Client Services Manager
Reply from STRATA Trust
Cynthia,
We are so happy to hear that Christy provided you with such informative and patient service! We'll be sure to share your feedback with her and the rest of the STRATA team!
Warmest Regards,
Jessica Gaddy
Client Services Manager
Reply from STRATA Trust
Hi Lorene,
Thank you for providing this wonderful review! It means the world!
Jessica Gaddy
Today PALPAZ….
Today, May 8 I needed assistance with a RMD form. Genesis Oyola was extremely helpful and knowledgeable to be on the phone with me to fill out the form. I did not understand many of the questions completely. She had great patience to be on the phone with me.
She is an asset to Strata and I’m sure it to her fellow associates. If I can rate her more than a five, I would.
Thank you again
8 May 2026
Reply from STRATA Trust
Thank you for your thoughtful feedback. We’re delighted to hear that Genesis was able to assist you so effectively with your RMD form and provide the clarity and patience you needed throughout the process. Your kind words mean a great deal, and we’ll be sure to share your recognition with her. We truly appreciate you taking the time to highlight her exceptional support—she is indeed a valued member of our team.
Jessica Gaddy
Client Services Manager
Heaven was extremely helpful
Heaven was extremely helpful. Very courteous and professional!
7 May 2026
Reply from STRATA Trust
Hi Douglas, Thank you for your kind feedback! We’re delighted to hear Heaven was so helpful, courteous, and professional. We truly appreciate you taking the time to share your experience. -Jessica Gaddy, Client Services Manager
Best overall call ever!
Best overall interaction call ever! Brittany most knowledgeable & helpful. Requested callback, but took a chance & got right in!
7 May 2026
Reply from STRATA Trust
Barry,
Thank you for the wonderful feedback! We’re so glad to hear you had such a positive experience with Brittany. Her knowledge and dedication to helping our customers truly make a difference, and we’ll be sure to share your kind words with her.
Thank you again! Jessica Gaddy, Client Services Manager
Brittany Sisneros
Brittany Sisneros, in just a short amount of time, exceeded my expectations of what a Customer Service Representative should be. She listened patiently as I provided the reason for my call, then she quickly addressed the issue, and I was on my way. I appreciated her courtesy and knowledge. Hats off to Brittany Sisneros.
24 April 2026
Reply from STRATA Trust
Thank you for your kind words! We’re thrilled to hear Brittany Sisneros provided such excellent service and exceeded your expectations. We truly appreciate your feedback and will be sure to share your recognition with her.
Warm Regards, Jessica Gaddy, Client Services Manager
I recently needed help re-establishing…
I recently needed help re-establishing my password, and made a payment on my wife's account.
Your associate, Genesis, was extremely helpful, and was very patient while I was working through the computer.
Thank you for such excellent service,
Best,
Robert B Frost
30 March 2026
Reply from STRATA Trust
Thank you for taking the time to share this experience, Robert. We’re so glad Genesis was able to assist you with resetting your password and completing the payment—her patience and helpfulness truly make a difference. We appreciate your kind words and are happy to help anytime!
Best, Jessica Gaddy, Client Services Manager
Strata hires kind and helpful staff
I was dreading having to fill out an online form which I had tried yesterday to fill out. I got bogged down yesterday when I tried to fill it out myself and gave up yesterday afternoon.
But then I was lucky enough to talk to Melissa Garcia today. She made everything easy.
. She helped me fill out the form instructing me whenever I didn’t know what to fill out. She made everything easy. What
a relief!
27 March 2026
Reply from STRATA Trust
Thank you so much for sharing your experience! We’re thrilled Marissa was able to step in and make the process easy and stress‑free. We’ll be sure to pass along your kind words—she’ll be so happy to hear them!
Jessica Gaddy, Client Services Manager
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