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December 2023 by Julie Pearson
Went it regarding a couple of things and I had the pleasure of meeting Norma! She was fantastic gave clear instructions and guidance to help me out and I learned a lot from her! Very informative, professional and outstanding customer service.
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October 2023 by Robert Lechtenberg
I absolutely love this branch! Norma is super friendly. While I was there, another account holder walked in and she called her by name as she welcomed her into the bank. I feel like they care about people and enjoy taking care of us. I highly recommend this branch!
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August 2023 by Michelle Turner
In December 2020, we had a problem with getting our reward points refunded due to trip cancellation (covid). We were not allowed to travel as a result of restrictions set by the destination's government. We attempted to cancel the trip through the KeyBank's reward system, but there's no functionality to do that. We contacted Key CS, and none of the customer service representatives knew how to direct his call or how to resolve the issue. We have spent hours on the phone regarding this matter.I thought to go into the branch (Lk Stevens) to try to resolve it, and they don't know what to do either, not even the branch manager, who has escalated it to her manager. The branch manager did not followed up. When I spoke with her directly she gave me a litany of excuses as to why she hasn't been able to address it or escalate it. Unacceptable.This was never resolved with Key Bank, and we lost all the reward points.With Chase, it took 60 seconds to cancel the use of reward points using their online platform. And we received all of our reward points back.I have been a loyal KeyBank member for many years now, but the terribly outdated technology and lack of caring customer service makes me want to take my business elsewhere. Here's the kicker-- withdrawing all your money to transfer to another bank is also a hassle with Key!
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July 2023 by Julie Bartolini
Teller customer service very lacking. Wanted to open checking account and follow up with making a significant investment. Requested to speak to a banker....First teller looked like a deer in the headlight defering to her male colleague who was arrogant and dissmissive. His arrogance came into play when asking how much i wanted to invest...i again requested to speak with a banker which was ignored...big loss...cause the number was alot larger!With costmer service like that, no wonder internet banks are doing so well!
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July 2023 by Angela Simonet
Very disappointed with drive thru service. I sat for 20 mins before getting any help. Just someone walking by and holding up their fore finger up at me. I pulled up at 435 pm. I left at 455pm.
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February 2023 by Jeff Sherman
The local team is always super helpful. They even stayed late for me one time, when there was an issue with an online payment I couldn't process on time. Thanks for going above and beyond!
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February 2022 by Michelle Stanifer
Starting back in December, we had a problem with getting our reward points refunded due to trip cancellation. We were not allowed to travel to the country of Austria as a result of restrictions set by the Austrian government. My husband attempted to cancel the trip through the KeyBank's reward system, but there's no functionality to do that. We called the hotel in Austria and they said they couldn't cancel our trip that it needed to be done through the platform in which we booked.There after, my husband contacted Key, and none of the customer service representatives knew how to direct his call or how to resolve the issue. Instead, they told us to cancel through the hotel, which if you recall, is what the hotel said to for us to do, to cancel through the booking platform. However, there's no way to do that. He has spent hours on the phone regarding this matter.I thought to go into the branch (Lk Stevens) to try to resolve it, and they don't know what to do either, not even the branch manager, who has escalated it to her manager. She has not followed up with me either. Instead when I spoke with her she gave me a Litany of excuses as to why she hasn't been able to address it, including a family emergency. Trust me, I am very understanding when it comes to personal matters, but I am sure she delegated responsibilities within her branch for some of her larger books of business while she was away. I, on the other hand, didn't matter. I think I would have been taken more seriously by any Key Bank personnel if they knew that I was more than just a simple customer. My husband's business is all through Key Bank, and that's much more than my small bank account. Very unfortunate that they don't see the big picture or really care about their customers, one customer at a time.Interestingly, when we needed to cancel the use of rewards points with Chase Bank as well, it was literally 90 seconds to make that happen, and we received all of our rewards points back.I have been a loyal KeyBank member for many years now, a native Clevelander trying to support local businesses of my hometown. My loyalty goes as far back as when my uncle was the VP for Society Bank, the predecessor to KeyBank. But there comes a point in time when loyalty needs to be abandoned when innovation and simple functionality can't be kept in step with the times. It's unfortunate. Therefore, I will start the process of transitioning all of my money, bill payments, and a direct deposit, over to another constituent.
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October 2021 by Amber Davis
Such amazing people here, Cassandra the bank manager was so helpful and made me feel so relieved.
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December 2020 by John S.
Mocking the unemployed during covid-19. Your card your bank no wonder going out of business. The rude branch
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December 2020 by John Sawyer
What a rude group at this branch - take your banking elsewhere. A quick look at Yelp or Google shows you how they treat the public.
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April 2020 by Candice Ashby
I just had an experience with Key bank that was absolutely ridiculous long story short because I left my debit card with my daughter to use in case of emergency and it got stolen from her possession along with my other phone and the person charged over $600 and overdraw my account I was responsible for that overdraft. Whatever the case I was issued a refund to the closed account and Key bank could not find my money anywhere literally for 14 days I called every day sometimes twice and not one person would or could tell me where it was. I would have someone tell me they see it and I was mailed a check which was a complete lie by the way and then the next call would be I need to contact the merchant because the refund never came... until I actually went into this particular branch this is my reason for the 4 stars because a gentleman named Matt was the only person representing Key so far that actually wanted to help me he was on the phone with the merchant in no time and got to the bottom of the situation. He was very attentive and is a good representation of what customer service truly looks like so I just wanted to reach out personally and say thanks Matt! To a single mommy with 2 kiddos that also is a full time college student $326 is alot of money to lose track of. Definitely hes a keeper ?
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April 2020 by K Q.
Had a problem with my debit card teller said there wasn't anything she could do for me. Didn't ask any questions didn't ask what was going on just said she couldn't help me. What's the point having a bank branch If the tellers are completely worthless, refuse to help you and don't give you any resources to follow up on issues
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March 2020 by Daniel P.
Not sure why this branch has such bad reviews (although they are older so maybe some changes have been made). This is my go to Key Bank branch and I've never had anything but great service. There's been weeks where I'm here multiple days in a row with annoying transactions but no problems catering to my special requests. They staff enough tellers so any in person banking needs are dealt with quickly, I've never had to wait more than a minute or two in line. Getting into the parking lot is a bit weird (you have to drive like what seems like you're going through the drive through and then park), but that's not really Key Banks fault, the road situation there at Frontier village is squirrelly in general.
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October 2019 by Kevin Cramer
DO NOT BANK HERE! There are branches in Snohomish and Marysville that have bankers who care. I had to call another branch (Snohomish) who was extraordinarily helpful after being hung up on and then they never answered the phone after that. I will tell everyone I know about this experience and my wife, my in-laws, and myself will never come to such a rude branch again. So disappointed.
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September 2019 by Launi Harrell
Professionalism is Key here.
