BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Savings, Checking, Money Market, CD and IRA Accounts. Auto, credit card, mortgage and personal loans.
Request a Quote
A BBB Accredited Business since
BBB has determined that Westerra Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or RegistrationMany local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met. Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website: http://www.colorado.gov/pacific/dora/licenses-and-permits-0 To view the registration of a business with the Colorado Secretary of State click below: http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Denise Hall, VP of Resource Svc Laurie Jensen, VP Member Services Mr. John McCloy, CEO Lexie Vean, Marketing Manager
Credit Unions Banks
10169 S. Parker Road
Parker, CO 80134 Directions
14305 E. Alameda Ave.
Aurora, CO 80012 Directions
3700 E Alameda Ave
Denver, CO 80209 Directions
3700 N Quebec St., Unit 102
Denver, CO 80207 Directions
375 Union Blvd
Denver, CO 80228 Directions
5698 S Himalaya #B & C
Centennial, CO 80015 Directions
7270 W 88th Ave
Westminster, CO 80021 Directions
8174 S. Kipling Pkwy
Littleton, CO 80127 Directions
98 N Wadsworth Blvd Unit 130
Lakewood, CO 80226 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (800) 858-7212(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|9/6/2016||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I recently lost my job and had a little trouble with my June payment. I have never been late on a payment, if anything I pay months in advance.The customer service representative was the rudest person I have ever talked to in my life. She made me feel worse about my situation, she is not empathetic and has a condescending tone. I talked to her previously about my situation and she twisted two completely different situations/conversations together that did not even correlate. She has a I can't help you attitude and I never felt so helpless about my situation. This is not okay, the way I've been treated is not OK! I applied for the "skip a payment" program and was told I will here something in 2 business days. One week later I called and was told Westerra needs further information because of false notation/notes on my account. I have been jumping through hoops for something that should have been a simple process.
Desired Settlement: I need the process to not only go through but speed up before my next payment is due. i have done the "skip the payment" process before and had no problems. I don't understand why I'm having such a hard time now? I need to know what I need to pay and the representative that i spoke to should be held accountable for her horrible customer service!
Better Business Bureau
3801. E Florida Ave Ste. 350
Denver, Co. 80210
Attn: **** *********
Dear **** *********;
We are writing to you today in regards to complaint ID ******** filed 07/15/2016 by our member *** ***** *******
Westerra was contacted by our member *** ***** ******, requesting to skip a payment/extension, due to starting a new job.
The standard process for these requests is to determine eligibility. This is done by asking a series of standard questions to all members and requesting additional information when necessary. The request is then submitted to management for review. During the review, management determines eligibility with the information that is provided. If it appears the extension may not help to resolve the financial hardship the manager may request additional information to ensure Westerra is providing the appropriate solution.
In the case of *** ******, upon managements review, the information that was initially provided in the request, did not support the extension as being the appropriate solution. Therefore management requested additional information, to ensure the appropriate solution was provided.
Although *** ****** expressed her frustration for the Westerra representative asking for this additional information, the representative could have been more thorough in explaining why this information was being requested. We strive to provide the best service and the right solutions for our members to help to ensure their financial success, therefore management has taken the opportunity to providing coaching to the representative.
Since the date of this complaint Westerra has spoken with *** ****** to discuss her concerns and attempt to resolve the situation. An appropriate solution has been determined based on additional information being provided. The extension was not the right solution but modifying the monthly payment is; therefore Westerra is moving forward with *** ****** on a loan modification. *** ****** has expressed her appreciation in identifying and offering this solution.
Sr. Collections ManagerTell us why here...
Read Complaint Details
Complaint: My complaint is regarding Westerrra Credit Union. I feel they are scamming me out of my money. I took out a 5 year car loan in 2009 and I'm still paying on this car in 2016. Westerra continues to bill me interest on a daily basis and I'm unable to pay off this car. I call their place of business and I get different responses to my questions regarding the bill? I was told last Sept. I had five payments left but they continue to ask for additional money. My standard car payment is 295.73. As of 11-06-2015 they say I owe 203.67. They then say my FINAL payment will be 3-6-2016 in the amt. of 22.76 Then on another page they say Balance of 512.09 amt. due 295.73 due 2-6-16 Then it states 3-6-16 owe 216.36. March was 22.76 now its 216.36. I am in fear I will never be done with this car payment. They just add interest daily which I have been told as well. Please Help. This has gone on long enough and I'm in desperate need to get help here. I need this to come to an end. I hope you can HELP ME. I have lost all trust here. I'm seriously thinking of obtaining a lawyer. I want to retire but this is making it impossible. Sincerely, ***** ******
Desired Settlement: I want them contacted that I am investigating their practices and I want this matter resolved immediately! They are scamming me! I want them investigated and I want to know that they are a legal establishment!
We are writing you today in response to a complaint filed by our member Ms. ***** on 2/8/2016. Westerra received a complaint letter from Ms. ***** on 10/19/2015 regarding the remaining balance on her auto loan. Ms. ***** believed she made 75 payments since the inception of her loan. During a phone call on 10/20/15 we informed Ms. ***** only 72 payments had been made. Westerra sent an email and letter as a follow up to the discussion held on 10/20/2015. In this letter we explained to Ms. ***** that she requested to skip two payments in November 2010 and one payment in February 2013. Attached to the letter and email sent to our member was the pay history and copies of these extension agreements. Also included was an amortization schedule of remaining payments, at her monthly installment payment of $295.73 and one final payment of $203.67. The members due date is the 6th of each month. The month of November Ms. ***** made her regular installment of $295.73 on 11/17/2015, which was ten days past the due date and therefore was charged a $15.00 late charge. This increased the ending balance that was provided to her on 10/28/15 by $15.00. Ms. ***** called in on 12/28/2015 to request a new payoff a***** and was advised it would be $804.57 as of that date of her call. When the representative asked what day she thought she would actually be bringing in the payment, she did not know. The representative advised Ms. ***** that this loan accrued .21 cents a day in interest and that would make a difference when Westerra actually received her payment in full. We received a follow up letter from Ms. ***** on 1/12/2016 that stated she did not understand why we were charging her .21 cents a day. A response letter was provided to Ms. ***** on 1/15/2016 which explained the .21 cents a day was part of the interest figure given to her on the amortization page sent in October. The total interest due was $22.76 from 10/28/15 to 3/6/2016. This was not a charge above and beyond what we discussed in October. The letter also itemized the interest that was taken from each payment. Also provided in this letter was an updated amortization schedule through 3/6/2016. In summary, the reason for the payments which extend past the original maturity date, is due to the extensions our member Ms. ***** took advantage of during the course of the loan. The interest being charged on the remaining balance is minimal and has only been accrued as outlined in her original contract. The $15.00 late charge was incurred when the November payment was paid late. The responses to Ms. *****’s inquiries have been done so in a timely matter and as descriptive as possible. If Ms. ***** would like to discuss this matter further we would be happy to discuss it with her.
Sr. Collections Manager
Read Complaint Details
Complaint: I was told when I opened this account that the interest rate was .40 and Im getting .20 If you heard the actual call then you hear the lady say that she could get me the .40 You did not listen to the call. I am expecting the promised .40 or I will be following up with the appropriate people. Original Message Date: 1/2/2015 From: Customer Care Subject: RE:Account Problem Welcome to Westerra, Mr. ******, I have asked my manager to pull the call between you and representative that opened this account type for you. After review, the rate discussed on the phone call was 0.2 percent. You may view a list of all our savings rates offered in the link listed below. https://www.westerracu.com/rates/savings-rates If you have any further questions, please contact us directly at XXX-XXX-XXXX. Thank you for choosing Westerra. Original Message Sent: 1/1/2015 2:20:33 PM To: WEST Subject: Account Problem I was told when I opened this account that the interest rate was .40 and Im getting .20 what is going on? If this is the case I will find somewhere else to put my money. Please e-mail me back with your answer. -****
Desired Settlement: I just want the stated .40% interest on my money that was promised with my call to them. That is the only reason I opened the additional account with them.
Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ Thank you for contacting us about your concerns with the credit union. As per our phone conversation. We did review the call and the interest rate you are earning on the Preferred Money Market is the rate that was quoted over the phone. You stated that you found your notes and confirmed that the rate is correct and that the matter is closed. We appreciate you doing business with Westerra Credit Union. Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your quick response.