I would like to provide some feedback regarding my experience with Unchained.  Customer service at Unchained is phenomenal.Nowadays, I found myself often get very frustrated when I am on the calls or at stores due to companies’ customer service. Firstly, most of the time, they are not knowledgeable and don’t know what they are talking about because they were trained to read off scripts.  Secondly, company is not willing to train employees properly and therefore they don’t have the experience or that they couldn’t retain employees that are knowledgeable. Thirdly, they don’t care about their job, they are just there for their paychecks. What I am saying is that it’s not just they don’t know the answers, but that they don’t care to find out the answer either. Their best answer is “I don’t know” end of the story and hoping you will go away.  It happens from food courts, retails and the big corporations. There is almost no customer service.  I have been in the consulting Industry for the past 15 years so for me to say Unchained’s customer service is out of the world is not exaggerating at all.  Maybe this is the standard that all companies should offer but like I said, it is not something that you will run into at all on a day to day basis. What I like about Unchained: All of the employees that I encountered at Unchained are all: - Courteous  - Knowledgeable especially in this brand new industry of crypto.  - Patience; there is not a time I sensed that unchained found me stupid because I still don’t understand crypto as much as I should. - They get back to me usually on the same day after my call that filled with questions. - They sent me tutorial videos/info related to the questions that I had on the calls.- They find out answers if they don’t know on top of their heads on the calls. I am very surprised that Unchained asks for feedback and offers a debrief session. I was in some pretty expensive coaching sessions and those coaches don’t even offer that. When you are done with the program, there isn’t even a proper farewell let alone a feedback session.  I can feel that Unchained genuinely care about their customer feedback and how they can make it better down the road.  People that has been helpful: Justin at the IRA team One other thing that I feel strongly from Unchained is that the information that I get has been consistent. I often found myself having to contact customer service hotline (other companies) multiple times to verify the answers they provide because each time I called, I tend to get a different answer. Then as a customer, I wonder which one should I go by and if something messed up, no one is accountable at the company because they are unable to track down who said what.  The fact that Unchained always calls me back after I left a voicemail, and even sometimes I don’t leave a voicemail, Unchained called me back and followed up with me. This is just amazing. When I called other companies and whoever that I am supposed to talk to is unavailable, they always ask me to call them back. It's  like I pay them just so that I can be their customer. All the responsibility is on me (customer) to track them down. If I couldn’t, then I am screwed. It is as if I just sat at home all day and got nothing to do other than to call them. 

I had opened up an IRA with three other crypto custodians before I found Unchained Capital. The level of professional, clear, prompt service that Unchained Capital has provided is unparalleled. Did I say prompt? These folks are on top of it! Big shout out to all of the folks at UC, a truly great product, with an exceptional onboarding crew. If you are thinking about switching over your IRA, or even opening up a personal multi-sig vault, I whole heartedly encourage you to work with Unchained Capital. This is 100% worth it.

I just wanted to drop this note to let you guys know how impressed I am at Unchained Capital. As you know I was using another company which offers bitcoin IRA products before switching to you. I had actually paid that company to set up a trust for my bitcoin IRA but the process was not smooth and I never actually felt comfortable transferring my coins into cold storage with them. Especially when I heard about the McNuty verdict. One big problem is the way they have the checkbook IRA set up, they disavow all knowledge of what's happening with the coins (I learned this reading the paperwork they would only provide after I was well into setting it up). Well, what if I lose my wallet and have to change the key and move the funds to that new key. I think if I did that this could open me up to scrutiny because they are not 'watching' the key and could not affirm to the IRS that this was an approved transaction. In any case, not only does it seem like you have a better legal structure with the Tri-Party Agreement and everything, you guys have been great to work with. I'm pretty impressed that you stayed on top of the transfer and kept me in the loop the whole time. You answered the phone when I called and knew how to help me. Again, I appreciate it and please keep up the great work.

Dhruv at Unchained was super helpful. He answered all my questions on our Zoom call, made me feel very comfortable, and followed up immediately. I felt a little self conscious going into the process but felt at home afterwards. I have already recommended Unchained to friends and have talked my wife into rolling over her Roth IRA to Unchained too.