I have been a Vanguard customer for 25+ years. I was a Fidelity customer before that. I have always been satisfied with Vanguard but I am a pretty low maintenance customer. I wanted to move DH's inheritance accounts from TDA and rollover a portion of my 401k into an IRA. After reading all of the negative Vanguard customer service comments, I was afraid of what that experience would be like. I even opened HSAs at Fidelity to get a feel for the Fidelity website and experience. There are no local Fidelity or Schwab offices within 150 miles of where I live so that was not a factor for me. 9 months ago, I decided to move DH's accounts to Vanguard and if I wasn't happy with the experience I would rollover my 401k to Fidelity. The transfer of inherited accounts (IRA, Roth, and Taxable accounts) from TDA to Vanguard could not have gone smoother. I did call Vanguard with a question and was shocked when someone answered right away and was able to walk me through the transaction on-line. 3 months ago, I did a partial rollover from my 401k at Alight in 2 steps. I had a portion rolled over directly to Vanguard in a tIRA and a portion sent to me in a check that I then mailed to Vanguard to deposit into a Roth IRA. Again, everything happened flawlessly.
It's extremely frustrating when we don't get what we expect especially when it involves our hard earned money. I'm sure Vanguard as well as other brokerages have had their share of disappointing their customers. I almost didn't give Vanguard a chance based on the negative reviews so it only seems fair that I share my positive experience.