BCU S Main St, Crystal Lake

**EDITED Review - Please read below for update after initial review Your experience with this establishment will vary based on who you work with. My first auto loan was a breeze. Paperwork sent on time with everything outlined in detail. Only issue was double dipping on auto payments for first 3 months. "Administrative issue". My second auto loan, not so much. Loan officer added basic loan protection plan which I did NOT specifically ask for and took forever to push everything through. Why would someone tack on additional plans that I did NOT go out of my way to request. I'm sure it was on the paperwork that I glanced over and signed (yes, my fault in theory) but I didn't request an add on service. If I call for an auto loan and nothing else, don't add it or be sure to explain that it is not "part of the loan" (feature/benefit) but rather an "add-on" with a monthly fee. Of course I cannot get back $360 in premiums back. Call center menus also are terrible. How do you post a number on your website for Basic LLP cancellation and when you call, there are no menu options for this. Requires you to go through multiple folks to get you to right department. 2 stars for having the best rates. Everything else is not so user friendly. **Moving this to 5 stars because multiple reached out via phone and email to provide speak with me regarding my concern and provide a resolution. I missed their calls a few times but they continued with their attempts to reach me. This shows TRUE customer service. Many other businesses would have ignore reviews or ask you to call/email a generic number/email which leads to no where. Gentleman on the phone took the time to hear me out, explained his side and ultimately landed on a great outcome. Thank you BCU for putting my concern at ease!

My wife and I are so thankful for Magda's help! She helped with the refinancing of our van and we were able to get our interest rate cut in half. Would highly recommend! 10/10

Magda was so helpful and made our car refinancing process so easy. We appreciate her so much! Thank you Magda!!!

I have been banking with BCU for years and more recently, it is impossible to reach anyone on the phone. I have been trying to resolve the same issue for over 3 weeks now.

The employees are very friendly, knowledgeable and will patiently explain anything you ask about. They will guide you thru whatever you're having problems with. Great service! More people should feel confident to switch over to a credit union and quit supporting banks. FREE checking here since day 1 no matter what my balance is. I've especially had excellent customer service from Hector.

Used to love banking here. Never really had an issue. Seems like in the middle of a pandemic they are being extra aggressive with holds and fees. Hopefully, they’ll realize they imposed an unusual and new extended hold policy without telling me first and refund the so far $100+ in fees I’ve been charged. Money has been taken out of my one account and is now being held by BCU while checks and payments I’ve made are bouncing all over the place. Next step is a federal complaint. I understand “the bank reserves the right” bs. But the bank should let me know that this is what they’re planning on doing now BEFORE they do it, so I can plan accordingly. Instead, they are doing whatever they want and taking extra money that’s not even in the account. Fix it.

I've been banking here for 10 years now and have had nothing but great experiences! Every associate has always made me feel that they're happy to have my business. I have banked with several other banks , both large and small over the years and there is simply no comparison!! Highly Recommended!!!

I’ve banked here for 4 years and i’ve always been treated wonderfully!! Got my first credit card through them and my first car loan they made it so easy and stress free. Couldn’t be more happy I chose to bank here! Edit: I just want to add 2.5 years later, I am dealing with a mechanical issue with my car that I financed through them (happened to add on the warranty they offered for a few extra dollars a month). It just saved me $700 for a repair when my car was out of the bumper to bumper warranty at the dealership! I couldn’t be happier with them.

I've been banking with this CU since I was even able to have a bank account. Always prompt and helpful service. The hotline is amazing and this actual location has supported me and consistently delivered great customer service for years now. I sincerely doubt I will ever bank with a different CU or bank ever due 100% to BCU's amazing customer service both online and in person. So many options for members, from personal/student loans to easy app access to accounts. If I could give them more stars, I would.

We have been banking with BCU for 7 years and had great services and friendly customer service, but know more I ask the lady over the tellers last May when they started making a lot of changes if they were going mobile banking and she told be absolutely not. #1 lie and then in June they discontinued there sister banking and said If I need one I would have to go to a different credit union that i'm not a member of, so why would I continue to use this credit union that has nothing to offer me? I don't feel that they care about the customers any longer there just out for them selves, so how can they be a credit union when credit unions are suppose to belong to the members .