KeyBank S Winton Rd, Rochester

David and Mark continue to excel at Customer Service. Each & Every day They show up with their A-Game The transition to drive-thru was made so Smooth by advanced planning My branch is a well oiled machine Will always be my bank of choice

Outstanding service here from Rick Nitto! Even though he had to cover for the indifference and incompetence of colleagues from other KeyBank locations not his own, here on Winton Road, Rick immediately showed the needed empathy for my situation, and set about solving the problems. A shining example of how all customer and client servants should be dealing with the public!

Advisement: Don't use the ATM, don't expect good service from teller and don't expect an apology from the branch manager either if the ATM "sucks" the cash back in before you can grab it, but your account shows that it came out of the balance and that you received the cash. This ATM sucked the $180 (!!) back in before dispensing. I went to the drive through teller (David) who dryly said I'd have to come in. Then when I did, the teller (David, again) didn't give AF. (This was after I waited behind 3 people, by the way, because only two tellers were at the windows including the drive through.) He said "Well, I can't help you here, there's nothing I can do, you'll have to file a dispute" (and then I'd have to WAIT for my own money, to get my OWN money back). There was no "I'm sorry", no "OMG, it did?" and no f*cks were given. He really had NO customer service skills, didn't care, and blew me off to the branch manager. Had a snotty attitude and like I was bothering him, right from the start. NO empathy. No customer service skills. Deadpan. No emotion. Flat. The branch manager wasn't much better. She also acted like she really didn't care, I was bothering her, Sigh, and that "these things happen" and there is "nothing they can do at this level". She actually told ME to calm down! She was in contact with a higher up (supposedly) online via chat, but got no response from that person for about 10 minutes. Then she told me the same thing again, there is "NOTHING" they can do, No they can't look at the camera, no they can't do anything else, it's the "ATM company" who has to audit this, etc etc blah blah and blew me off to call "the phone number on the back of your card". I am not a banker nor a teller nor do I work in finance. However, I came up with my OWN plan which was, why not transfer money from another account of mine into checking and let me make a withdrawal that way? And by the way yes waive the transfer fee! Why did *I* have to come up with this temporary solution? Not David, not the branch MANAGER. ME. The customer!! Horrible service. Horrible ATM. (Why is the default of the bank to DEBIT the account anyway, if the money is "sucked back in"/not dispensed??? Why doesn't the transaction just cancel out, like it does if you put in the wrong PIN, etc? Poor design. Or deliberate, one of the two.) I will not be going into this branch again, and will NOT be using this ATM again. Idk why I would even stay with Key after this. *sigh* I miss First Niagara.

Great branch, very helpful. You the man David!

I've had several positive transactions with bank teller Stacey she is very pleasant and even remembers my name when I come!