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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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
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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
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Smooth
Customer Service: one of the best I have personally experienced. I have had my share of being placed on hold a half hour at a time, having to explain my intention only to be put off to another explaining again, etc. When you find a company that makes the experience smooth and fast, it makes you wonder why other companies won't improve.
10 July 2025
Reply from STRATA Trust
Hi Gil,
We're thrilled to hear that Natalie provided such a smooth and positive experience. It means a lot to us to be compared so favorably, and we’ll be sure to share your feedback with her.
Warm regards, Jessica Gaddy, Client Services Manager
Brittany provided professional and…
Brittany provided professional and pleasant customer service. She was very knowledgeable and helped me execute my concern with excellence.
9 July 2025
Reply from STRATA Trust
Thank you so much for your kind words! We're thrilled to hear that Brittany provided you with professional, pleasant, and knowledgeable service. We'll be sure to share your feedback with her — it will mean a lot. Thanks again for choosing STRATA Trust!
Jessica Gaddy, Client Services Manager
Customer Service Complaint.
Uncle Sam required me to take a wire transfer from my precious metals account. I filled out the information and returned it! Don't agree with this requirement but, it doesn't matter I guess! Recieved a call today from Stratta saying that I have to redo the form. I recieved the information from the caller and googled my bank here in Menomonie, Wisconsin. Peoples State Bank to learn of any special requirements to initiate a wire transfer! I gathered the information and called Stratta back. Whoever answered the call, twice was ridgidly unwilling to help me at all! Told me I had to redo the transfor form and send it back in! One gentleman, don't know his name but, he was in the process of helping me and then I was cut off! Called back and that lady, whoever she was, was of absolutely no help to fulfill the information they needed to do the wire transfer. My bank in Peoples State Bank here in Menomonie, Wisconsin. They have a website and on that website there are specific instructions to complete a wire transfer!
I finally called back for the 5th time and Thank God Lara Reid answered! She listened to me explain my problem with the wire transfer and she went the extra distance to contact the right department to fulfill this wire transfer requirement! I had spent an hour on the phone and Lara and the Unknow Gentleman were the only two that went the extra distance to help me! She was everything I hoped for and provided me with Excellent Customer Service! Her Customer Skills were very apparent and that has to be recognized! Great job Lara, your the best! Thank you again!
9 July 2025
Unprompted review
Reply from STRATA Trust
Gregory,
Thank you so much for taking the time to share your experience. We're sorry to hear the process was frustrating at times, but we're truly glad Lara was able to step in and provide the support you needed. We’ll be sure to recognize her for going above and beyond.
We appreciate your patience—and your kind words mean a lot!
Sincerely, Jessica Gaddy, Client Services Manager
Reply from STRATA Trust
Hi Donald,
Thank you for your kind words! We're so glad to hear that Heather consistently provides you with excellent and friendly support. We'll be sure to share your feedback with her—it will absolutely make her day!
Warm regards, Jessica Gaddy, Client Services Manager
Josh handled everything fast and…professional
Josh handled everything fast and professional.
8 July 2025
Reply from STRATA Trust
Hi Timothy,
This 5-star review is wonderful to see, and I can't wait to share with Joshua that his efficiency and professionalism was called out in such a positive manner!
Thanks! Jessica Gaddy, Client Services Manager
Best customer service representative
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 assist me. She stayed on the phone until everything was changed and submitted to make sure all went well. As it turned out there was a problem with the phone number change but she noted the issue and she said she would update me with the solution. She was truly a pleasure to work with.
8 July 2025
Reply from STRATA Trust
Edward,
We're thrilled to hear that Heather provided patient, pleasant, and thorough support throughout your change of address and phone number. Our team is committed to making sure every detail is handled with care, and it's wonderful to know she stayed with you through the entire process.
Thanks again for your trust in us!
Warmest Regards, Jessica Gaddy, Client Services Manager
My associate was so patient.
The associate I worked with, Brittany, was so patient with my lack of tech skills. She guided me through the process of setting up auto pay for my account with great skill and expertise.
I have now successfully signed up for auto pay.
Thank you Brittany
8 July 2025
Reply from STRATA Trust
Thank you for your wonderful feedback! We're so glad to hear that Brittany was able to guide you through the auto pay setup with patience and expertise. She truly enjoys helping our customers, and we’ll make sure she sees your kind words.
Sincerely, Jessica Gaddy, Client Services Manager
Transaction payment
Called Strata for transaction problem Joshua answered and quickly remedied the problem and he was quite courteous and professional Thank you
8 July 2025
Reply from STRATA Trust
Stephen,
Thank you so much for your kind words! We're delighted to hear that Joshua was able to assist you quickly and professionally. Please let us know when we can assist with your self-directed IRA needs in the future!
Best Regards, Jessica Gaddy, Client Services Manager
STRATA has competent customer service
STRATA has competent customer service. I know this because now and in the past I’ve had to use them in helping me understand different aspects of my investment. Strata keeps you posted on everything going on extremely well.
7 July 2025
Reply from STRATA Trust
Thank you for your continued trust and thoughtful review! We're glad to hear that our team has been able to assist you consistently and clearly when it comes to your investments. We truly value your feedback and your relationship with us.
Best Regards, Jessica Gaddy, Client Services Manager
She helped me through each step until…
She helped me through each step until my account update was complete!
2 July 2025
Reply from STRATA Trust
Hi Kathy,
Thanks for the great feedback! We're so glad to hear that Heather was able to guide you through each step and ensure your account update was completed smoothly. Her patience and dedication make her an incredible part of our team, and we’re happy to hear she made your experience a positive one.
Sincerely, Jessica Gaddy, Client Service Manager
Strata web system is very secure!!
Heather Krostroun was exceptional in her knowledge of the website and systems and was a big help today!! What a blessing!!
3 July 2025
Reply from STRATA Trust
Thank you so much for your wonderful feedback! We're delighted to hear that Heather was able to provide such exceptional support. Her knowledge and dedication truly shine, and we're so glad she was able to be such a blessing to you today!
Warmest Regards, Jessica Gaddy, Client Service Mananger
Cory Cooper and Melissa Stead are…
Cory Cooper and Melissa Stead are always so helpful and eager to help!! their customer service is off the chart. always pleasant and accommodating to the techonolically inferior like myself
3 July 2025
Reply from STRATA Trust
John,
Thank you so much for your kind words! We're thrilled to hear that Cory and Melissa have made such a positive impact on your experience. They truly go above and beyond to make sure everyone feels supported—tech-savvy or not! 😊
Thanks Again, Jessica Gaddy, Client Service Manager
Excellent professional service
Excellent professional service. Joshua has helped me several times in the past and he is always very pleasant, efficient, and professional.
3 July 2025
Reply from STRATA Trust
Hi Eduardo,
We are elated to hear that Joshua is consistent in providing pleasant, professional and efficient service!
Best Regards, Jessica Gaddy, Client Service Manager
Reply from STRATA Trust
Hello Bette,
Thank you for taking the time to leave this wonderful 5 star review!
Jessica Gaddy, Client Service Manager
Reply from STRATA Trust
Alan,
Seeing reviews like yours is such an encouragement to the STRATA Team! We are so happy that we've hit the mark, yet again! Thanks for sharing!
Jessica Gaddy, Client Services Manager
Awesome people to deal with all the…
Awesome people to deal with all the time. Simple- easy process if you get the required information back to them in short order.
13 June 2025
Reply from STRATA Trust
Hi John,
Thank you so much for taking the time to leave this awesome, 5 Star review!
Sincerely, Jessica Gaddy, Client Services Manager
Heather Kostroun went above and beyond…
Heather Kostroun went above and beyond in handling an issue I was having transferring stock certificates from another company. She was awesome and got the job done!
30 May 2025
Reply from STRATA Trust
It's wonderful to hear that you've been taken care of thoroughly by Heather! Thank you for sharing your experience with us!
Best, Jessica Gaddy, Client Services Manager
Strata is as-advertised (and Cory -- not-with-an-e -- rocks)
I've enjoyed every interaction with Strata from the onboarding to the day-to-day customer support and technology. Most things in life that seem too good to be true often are; not Strata -- it is as-advertised. Just talked to Cory (no 'e'), and he was the perfect mixture of helpful, friendly, and efficient - but not fake or "plastic". I got my questions simply and immediately answered, and actually felt better after I got off the phone. I was actually thinking after the call, "How can I improve how I interact with people to be more like Cory? Super friendly and helpful while also so genuine?" I'm not sure I've actually ever had a customer support interaction as positive...ever.
29 May 2025
Reply from STRATA Trust
Jason,
Wow—thank you so much for this incredible feedback! We’re genuinely thrilled to hear that your experience with Strata has been consistently positive!
Cory (with no 'e'—noted!) will be over the moon to hear your kind words. We’re so proud to have team members like him who truly embody what Strata stands for.
Warmest Regards, Jessica Gaddy, Client Services Manager
Heather was awesome she stayed with me…
Heather was awesome she stayed with me through the whole process of fixing an error on my original documents being not electrically savvy it helped because my documents would not upload she found another way and helped me complete the process she was kind patient and a big blessing ❤️
27 May 2025
Reply from STRATA Trust
Thank you for your wonderful review! We're so glad to hear that Heather was able to guide you through the entire process and help resolve the document issue. Her patience, kindness, and determination truly shine through in situations like this, and we're lucky to have her on our team. We'll be sure to share your kind words with her—it will absolutely make her day!
Thanks again, Jessica Gaddy, Client Services Manager
Outstanding Service
The representative who helped me made a difficult transaction simple. I appreciate her help tremendously.
22 May 2025
Reply from STRATA Trust
Hi Perry,
Thank you so much for your kind words! We're thrilled to hear that our representative was able to make your transaction smooth and stress-free. Providing helpful, efficient service is exactly what we strive for, and we're so glad we could deliver that for you.
Best Regards, Jessica Gaddy, Client Services Manager
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