Air Academy Federal Credit Union W Highlands Ranch Pkwy, Highlands Ranch

I got a car loan from this bank almost 2 years ago. The manager explained everything to me in a clear and understandable way. The set up went quickly. I had an auto payment from my bank. I have not had any problems with this bank. The employees are polite and will always help with any questions in a short time. I don't understand why the rating is so low.

Stay away from this bank. The dealer hooked me to this bank for car loan. Poor customer support. They dont send payment reminder but will dent the credit report. I visited the branch to clear my loan. Giving 3 stars because the staff is polite but they can't help you. I will never take any loan from them.

The folks at AAFCU are always very welcoming, quick and extremely helpful. Katherine has helped me out numerous times. From my car loan to the lean I took on my home, I look forward to the next time I work with them due to their great service.

This is a review for all of Air Academy, but I worked with Highlands Ranch the most. They are very responsive to your needs, however, I wouldn't do banking with them if I had the option. I was forced to have an account as I got a vehicle loan from a dealership through Air Academy. I was forced to have the loan account and a separate account (not sure why, I never asked for it). Be aware if you've set up automatic payments transfers from other institutions for your loan, pay off your loan and your loan account gets closed... they will continue to process loan payments unless you go back into the online system and cancel the loan. This is extremely frustrating and not clear when closing out a loan. As a result, the transfer was coming from an old account that had no money in it (I took money out because I paid off the loan!)... the transfers continued to happen and I had overdraft fees. Not transparent that setting up transfers in this way to pay off the loan would continue to process even if you've finished the loan.

Without a doubt the worst customer service I've ever had. Paid off my auto loan and never got the title. I spent hours trying to get hold of a person - the first call back took a week - and finally they were going to email me the final payoff amount (it took them over a week to receive and process my payment so interest accrued in that time and there was no notification of this). Email never arrived so I called the next day and started the phone call hell - sitting on hold for 30 minutes listening to the same message over & over again is NOT customer service. Finally got someone who was able to get the final amount due in ten days (I'll give them that to receive and process this one). Hopefully I won't have to go through this again. Next time I buy a car if Air Academy is listed as a lender I will find a different car dealer.

Absolutely amazing! Always going above and beyond! Everyone in Highlands Ranch will always make sure I'm taken care of!!

Do NOT go through this credit union for any loans. Having accounts through another credit union, I was excited when my car loan was being processed through one - my experiences with credit unions was AWESOME. Air Academy ...bluntly, sucks. Their website is completely incomprehensible - I don't know if they hired highschool students to create their web and mobile sites, but it is a nightmare to try to do anything on. Multiple different login options, multiple different places to pay and all of them have different information about my loan on it. I also have NEVER been charged $15 to make an online payment. There is no way to avoid this fee besides visiting a branch to make a payment (an hour from me), or mailing a check. I have automatic recurring payments set up, but making additional payments is a pain. I deposited a $20 check through the old app into my loan account just to see what would happen, and they took out a $5 "Financial Institution Fee"...what? I wasn't informed of the fee before depositing it. I'm sure it was somewhere in the dozens of "I Agree" pages I had to go through. On the new app, every single button I click has a new disclaimer I have to agree to. Being penalized for making extra payments is ridiculous. This credit union does not hold the values of any of the unions I have previously worked with. While the staff I have spoken with has always been pleasant and polite, their system screams "scam" to me. I am currently transferring my balance from this institution and I cannot WAIT to be done with it. Seriously, take a higher rate if you need to. Do not use this institution. I don't know what this place is, but it is shady as heck.

Excellent credit union. Staff is more than helpful. Carl the manager is the most pleasant man to work with. Always upbeat and extremely friendly!!! Whatever my need is, they are there to accommodate. Can't say enough great things about banking at this credit union!!!!

Went in for a simple payoff letter on my current loan. I work at a bank and this should take 5 minutes. Walked in and the bankers were on their phones and said they can't provide that. I was directed to the manager who tried selling me on another loan. The manager also took a video call with somebody while I was in his office. And when he finally realized I wasn't going to apply for another loan he literally said "well why are you sitting here". I wasted my entire lunch break on something that should have taken a few minutes.

The year is 2021, but Air Academy is living in 2001. Their online systems are antiquated, dysfunctional, and have only resulted in billing issues on our auto loan. In the 7 months we've had an auto loan through Air Academy - we've been double-charged twice via automatic payments. Customer service has also been overwhelmingly poor. Just another garbage financial institution.