Family First Credit Union Browncroft Blvd, Rochester

I always have an amazing experience at the branch. They are very quick and always solve my issues. I’m happy with my banking.

FF CU was setup originally for Penfield teachers. They are starting to expand and except non-teacher clients. This is why there are only a few locations and mostly on the East side. I wan't to address those negative reviews. Most of them are looking for a full service commercial bank and comparing them to one. FFCU is not and I assume those people that complained have never worked with a Credit Union. The last standard back that I enjoyed doing business with was HSBC and they left the area and my accounts went to some horrible banks. It was easy to move my account and even have access to my other backing account on their website. My experience was great. I also got a HELOC because of their VG rates. The HELOC was painless and no closing costs. Look at my 1963 kitchen new upgrade. I have always been treated very nicely and professionally.

Best place to get a mortgage in Rochester! I had a great experience working with the reps here. They made the process very quick and easy and their app makes it simple to pay every month. Highly recommend going here to get a loan or open a new checking account.

I have been with these jerks for years, but they have gotten progressively terrible to deal with,especially as an out of state customer. They are never open and they never answer their phone. For example, there hours are listed as open.

Straight up thieves and the NCUA confirmed it. Watch your balances because they will rob you blind and then blame you. Good riddance m, trash credit union. Member since 2009 and no regrets taking my business else where.

Julie B Vella did reach out to contact me eventually, but never returned either of my follow up emails over the span of 3 weeks. I was asking about my eligibility for a first time home buyer's program.

If I could give this bank zero stars I would. Was shopping around to move my business banking to a credit union closer to my home. Business banking to this credit union is fairly new and it’s a long way from offering the services or customer service other banks do for business customers. For example they do not offer credit card, basic lines of credit, etc. like most banks. They also do not have business checks but rather the personal sized ones. The negatives: 1. Setting up the account took ungodly amounts of paperwork. Plus side - I was able to do it virtually via email, but it still took days to get done. Wasn’t able to actually attempt to deposit money for weeks. See why below. 2. Their representative Jessica whom deals with business accounts never picks up her phone. I should have known about her lack of love for the phone with her email signature not listing her phone number and me having to call the main number and fumble around to get connected to her each time (to only get a voicemail). She is all about emailing. I’m sorry but as a business owner relationships are formed by speaking to your customers. 3. I was supposed to have two debit cards sent to me - each with a separate name. Only one card showed up with just the company’s name imprinted on it. Talk about a fraud issue waiting to happen! How could a vendor verify the right person is using that card without a person’s name on it? When I called to order a new card and ask for a second card again, Jessica of course wasn’t picking up her phone. A general customer service representative helped me. 4. When the checks showed up, the spelling and spacing on them was incorrect and they looked very unprofessional. They are personal checks with your business name on them — not business sized checks. I must have reiterated 5x what I needed the checks to say before they were ordered. Called Jessica and as usual no answer so I had to have a general customer service member fix them. It happened to be the same gentleman who helped me with the debit card. He was very friendly and couldn’t believe everything that was done so poorly. 5. FINALLY a week later I get my debit cards so I decide to move my money from the other bank and want to deposit a check from a client. I go to the Browncroft location and I am informed they won’t deposit a check in my name! I am the sole proprietor of my LLC and my name was listed on all formal documents from the state showing just this! What bank doesn’t allow a business owner to deposit a check in their name??? 6. At that time the teller went and got mystery Jessica who came over very unsympathetically and basically gave me an “oh well” answer. I closed my account and she did nothing to try and retain me as a customer. I am just happy I never deposited a dollar into that bank! I walked out, went back to my office, got my LLC paperwork, showed up at a local ESL and had my accounts set up in under an hour with very little paperwork needing to be filled out on my end! And guess what? I deposited the same check they refused to in my name. The two women who helped me at ESL were baffled and said they deposit checks daily made out in business owners names. Not to mention the level of customer service, options for businesses, and convenience of the many tools they have in place far exceeded anything Family First could ever offer. Also worth mentioning, the banker who helped me gave me her direct number and told me to say “hi” next time I’m in. Jessica at Family First on the other hand couldn’t wait to close my accounts and didn’t want to be bothered. Businesses - consider all this before wasting precious time you will never get back! Never been so frustrated by something so simple or felt my business wasn’t wanted. Not to mention how can you trust a bank with your businesses money when they can’t get the little things right?

Family First is NOT interested in building relationships with customers if it means lending them money. They only want to hold your money in their accounts. Six months ago, I opened a checking account and at the same time applied for a small personal loan. I was denied the loan (they wanted a co-signer) based upon my credit score, income, credit history, etc. Even though I was surprised, (it was a small amount-$5k and I even offered to put up 1/2 of the loan in cash for collateral) I accepted their decision and continued banking with them. Now, in the past 6 months I have boosted my credit score 60 points in 6 months by paying off old debt and paying my 3 small lines of credit every month on time, and I have doubled my income by not only working a new full-time job but also my long standing part-time job. 2 sources of income from working 6 days a week. After 6 months, yesterday I applied again for the same small amount -$5k. Today, I was informed ( I had to call twice- no one called me) that again, I would need a co-signer. What else can someone do but improve their income and credit score? I thought the loan officer would catch what progress I have made in a short time, but apparently not. It doesn't seem to me Family First is interested in investing in their customers or building relationships. That $5k loan would have been paid on time and would have possibly led to future loans, retirement accounts, mortgage, etc. I'm not going to keep my money there any longer. Closing my account July 3, 2013 and giving another credit union or bank my business. Hopefully those who read this will consider the same. Besides, who wants a bank that closes 4:30 when everyone else is open till 6:00?!?

It's going on three weeks and no one still haven't returned any of my phone calls. I even attempt to go there and still no one was in the bank to help me. I do not get my mortgage statement in the mail letting me know anything about my account once I pay my mortgage and my insurance company calling saying Family first is not making payments. This is my first house and already my bank is making it really hard for me

If I could give it 0 stars in toyally would. Stay away from this bank.