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February 2024 by Mel J.
I have been to this branch several times - to cash a check (former US bank customer here), to make deposits (when the ATM was down), to wait for another customer to have a document notarized, and on this most recent trip, to do a real estate closing for a US Bank customer. On almost every visit, things were fine, no issues. That is, until today's visit. My client, a US Bank customer, chose this branch to meet since he thought it would be the most convenient place to meet. important note - this real estate closing was for a US Bank product and I've conducted such closings at a number of US Bank branches in town; and each time, I was allowed to meet with clients at either an empty desk/office or in the conference room. After all, the documents contained confidential information. Moreover, my client he's completed two (2) closings at this same location, yet the tellers I spoke with acted like it was a foreign concept, as explained below. At any rate, once my client arrived, I asked the teller if we could use one of the desks (many empty desks were available). The male teller (short black hair) simply said "no" and looked away. I told him the papers pertained to a US Bank product, but he waved me off to another teller. I said a quick explanation to the other teller, then she disappeared to the back without a word. Frustrated, my client and I just went to a nearby table and started the closing. A couple minutes later, a lady came out from behind closed doors and I explained the situation to her, then she pointed us to an empty desk and I thanked her. But not before she asked why this transaction wasn't sent to someone at the branch since there were notaries amongst them. I explained that the title company sends out the orders. Then my client and I moved to the empty desk and completed our transaction before leaving. Why 2 stars? Because I have had good experiences here and while today's was not the best, it wasn't that bad.
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December 2023 by Sarah R.
Red head is really rude I told her to hold on and she didn't she thought that she could run my card when I was trying to transfer funds usually you wait for the go head right? Said she couldn't run my card again cause it would decline again but I've never had that issue. Honestly very disappointed in her attitude.
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November 2023 by James K.
I'm not happy at all with my bank branch, but the Kietzke branch and Frances really give outstanding service. I mainly bank at US Bank due to the super convenient online banking application, I couldn't get along without it. I'd like to also mention the great service from Eric Hudson in the Wealth Management Department, he has helped me out on numerous occasions.
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August 2023 by Sean S.
Heather is the one that you wanna go to. Very patient and professional. Bank tellers should learn from Heather
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April 2023 by Ben W.
Worst customer service ever. US Bank changed its security method for logging in without telling any of its customers. I have not been able to access my account, pay bills or transfer money for weeks. I had to write checks and mail in all my bills. I am looking for a new bank.
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November 2021 by Andreli
Their atm would eat your money! Be careful
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September 2020 by Courtney L.
Heather at the US Bank on Liberty in Reno is beyond helpful and patient! On Monday, August 31st I had to visit the branch office to figure out a technical issue occurring with my mobile deposit. She stayed on the phone with their tech support till the lights were off in the building. Huge fan!
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April 2020 by Sean K.
I have been a customer for over 20 years. I needed help on my credit card after getting into a bind during this Covid19 experience. At first everything was great. Totally helpful and I was completely satisfied. I get a call back from a different department threatening me with collection (1 month late, only 1 time) over the very account I just talked to them about. I gave them the benefit of the doubt and thought someone was missing something or some time for the changes needed to happen. The next day we talked again to see if that was so, they basically called me a liar. So I paid them their money, as soon as this virus has ran it's course I will be looking for a nice local credit union to handle my accounts.
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December 2019 by Aundra-Lyn O.
Had to stop here to get some cashier's checks for my new apartment. I haven't had to do this in years but the lady who helped me was very helpful and walked me through everything. She made it quick and easy. Since I was in I also asked for help with changing my pin # since I'm always forgetting it. She made that quick and easy too with the help of the US Bank app. US Bank has been my first bank since I was 18 and I've never found a reason to stop using them. Probably will continue to for a long time and I wouldn't hesitate coming back to this specific location.
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April 2019 by Connor Murphy
Machines that eat money... Your move trump!
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December 2018 by Lou R.
I am a permanently disabled senior, I put 6 - 100 dollar bills in Reno main branch drive up machine on Friday afternoon (12-21) but after several seconds it displayed an error message with making deposit, I thought it would at least return my bills but it did NOT return my money ... instead gave me long receipt with a phone number to call. I immediately pulled over and called spoke to a very nice lady where she explained it might get credited during that nights processing. She spoke about a provisional credit, putting a special notation on file, she offered to contact branch mgr but since it was Friday they may not be available. She was very nice but I felt processing would surely count (simple addition (money in) subtraction, (money out) & catch the error see that machine was over by 600.00 so I went home. Sat it was NOT in my account so I call the number again. I got a man whose name was Kaiser .. he was horrible!!! He spoke so monotone and cold, even rude. Put me on hold, got back on and said he filed a claim (normally takes 10 days) but he then told me it could take longer than 10 days - I said NO. I can't & shouldn't even wait 10 days, its X-mas & I live on $1,400 a month. He was extremely non compassionate, clearly he didn't care, he wouldn't even let me wait on hold for a supervisor. Told him I have 2 heart conditions, live on Retired Social Security, it is 3 days before X-mas, I can't even and shouldn't even wait 10 days but now he is telling me legally it could take longer? I said NO about 5 times & asked for his supervisor. He truly didn't care, I asked for his supervisor 10 more times, told him I didn't want to listen to him any longer & then he said he was going to disconnect me. Told me I couldn't remain on hold that all his supervisors were helping other callers. He said I couldn't remain on hold that he had other callers he needed to take - again that all his supervisors were busy (what does that tell you), this is a special call center number, NOT the main U.S. BANK number and if they have that many callers, supervisors can't take new callers they are so busy, how many other U.S. bank customers are being cheated out of their money. Crying - feeling sick to my stomach I told him I get poor reception where live in a valley cannot get calls sometimes, many are dropped that I did not want someone calling me back, I wanted to remain on hold to speak to a supervisor. He again said NO. I have NEVER had a company treat someone who has been victimized or cheated out of their money treated like this. I got dressed to personally go down to the main branch, got online, main branch closed on Sat so it will be Monday being the day before X-mas. $600 is almost half my total monthly income and to be without it for weeks is unacceptable. HORRIBLE BANK and getting worse each year. Been with them well over 10 years, so have been other family members. NO ONE holds them accountable!! Yeah gov or consumer affairs, A.G. office will all say there are banking regulations but those regulations do NOT hold people accountable to deter this type of HORRIBLE treatment, stealing or using people's money, no concern for wrong doing. Other friends and relatives have had problems as well so its not like I have the lucky streak. One family member stopped using debit card because a company was deducting unauthorized money and a year later, new card U.S. bank issued again allowed this same bad off shore company to deduct small amounts from their account without their permission and HOW did that criminal off shore even get NEW card number? Another is once before this bank (same branch) had a processing person supposedly steal large amount from a machine envelope deposit. Manager NEVER contacted account holder just started returning checks, charging fees. Later manager said they found the error/money but customer had to get returned checks, and amounts charged to customer reversed. M
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November 2018 by Sami F.
Jill is wonderful. So sweet so nice. So glad she helped us. We love US Bank Thank you
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October 2017 by A.B. S.
No matter the business, company, etc., there will always be fans and naysayers. That is humanity. I insist on solid customer service as my milestone and this branch has it with the one employee with whom I deal. Let's be clear about why I am hear in the first place: I bank at both Chase and Citi, and have done so for decades. However, both banks deem Reno "Too small a market" and thus have no branches here, only ATMs. So, when I shopped for a bank upon my arrival here, I found that US Bank offered the same program for U.S. Military Veterans which Chase does. Thus, the decision to bank here was easy. A few months back, I received a notice via email about possible fraud on my account, specifically my debit card. I phoned the branch where I had opened the account and was told that the only branch in town capable of creating a new card on site, as opposed to waiting for the mail, was this branch. As it is a walk of only one mile from my home, I decided to hoof it over here and get business taken care of. I was referred to Mr. Diego Coello, the service manager, by the manager of my original branch. When I arrived he was expecting me and I had my new card in hand within 15 minutes. Since then, he has been the epitome of great customer service. Now that I am (hopefully temporarily) disabled, he has assisted me in many phases of financial transactions, which, of course, is most appreciated. No place, just as nobody, is perfect. But US Bank, this branch especially, handily and easily beats Wells Fargo, BOA and others in this market.
