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BBB Accredited Business sinceAdditional Locations
Phone: (888) 528-2595 850 Woodlake Rd, Kohler, WI 53044
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This company is a credit union offering lending and financial services for Ozaukee, Sheboygan, Calumet, Manitowoc, Fond du Lac, and Washington counties.
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A BBB Accredited Business since
BBB has determined that Kohler 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.
Factors that raised the rating for Kohler Credit Union include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
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:
National Credit Union Administration
1775 Duke Street, Alexandria VA 22314-3428
Fax Number: 703-518-6409
Type of Entity
Business ManagementMr. Anthony Klockow , President Ms. Laura Gabriels, Vice President of Communications
Credit Unions Loans Loans - Small Business Real Estate Loans Financial Services Credit Cards & Plans Credit Unions (NAICS: 522130)
Industry TipsAdvanced Fee Loans Avoiding Fraudulent Tax Preparation Counterfeit Currency Credit Card Accountability, Responsibility and Disclosure (CARD) Act Credit Card Solicitation Credit Cards and Charitable Causes Credit Report-Understanding Your Credit Report Credit-Budgeting Made Easy
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2303 Eastern Ave
Plymouth, WI 53073 Directions
2550 Washington St
Grafton, WI 53024 Directions
724 Madison Ave
Howards Grove, WI 53083 Directions
831 S Taylor Dr
Sheboygan, WI 53081 Directions
840 E Green Bay Ave
Saukville, WI 53080 Directions
850 Woodlake Rd
Kohler, WI 53044 (888) 528-2595 Directions
905 S Taylor Dr
Sheboygan, WI 53081 Directions
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BBB Complaint Process
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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|
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Problems with Product/Service
Read Complaint Details
Complaint: On 7/29/15 I attempted to withdraw $200 from the Kohler Credit Union ATM machine at *** ****** *** ******* **********) in Sheboygan. I entered my PIN, pushed the buttons to withdraw the $200, it appeared that the transaction was going through, but no money appeared in the cash drawer of the machine. My checking account (through ********* ****** ***** ** ******) was debited $200. On 7/30/15 I did go into the Plymouth branch of Kohler CU and complete an ATM dispute form. The woman was very nice and helpful, but she could not tell me when I would get my money or what would happen next (not her fault, it didn't seem like anyone there knew what the process is). Nowhere on the ATM dispute form does it give a blank for my contact information. When I suggested that she write down my cell phone number so someone could contact me and tell me what was happening, she wrote it on a separate sheet of paper.
Desired Settlement: I would like a return of the $200 that the ATM debited from my checking account but did not give to me.
Since this was a non-member utilizing our ATM, ******* would have needed to go to her own financial institution to file the dispute (not Kohler Credit Union). ******* originally contacted us through our website and explained her situation via sending us an email. One of our service call center representatives instructed ******* incorrectly by directing her to go to one of our branches to fill out an ATM dispute. ******* than came to the Plymouth branch and was assisted by our newest team member. ******* explained to the teller that she was told by phone services to come in and fill out an ATM dispute, so ******* gave her the form. When ******* asked when she would get her money back, the teller answered they didn’t know. After receiving the complaint from the BBB, the branch manager at Plymouth contacted ******* on August 6th at approximatelyShe asked her to explain what happened. The branch manager then explained to ******* that she had been misinformed of the correct procedure and apologized. The branch manager explained to ******* that she would need to work with her credit union to file the dispute and explained why it needs to be handled that way. The branch manager asked ******* if this situation caused her any financial distress, to which she replied it did not. The branch manager asked ******* what she could do for her to help make the situation better. ******* then had several more questions that were answered by the branch manager, but was directed to call her credit union for the questions that were directly related to their specific procedures.
We have made the call center manager aware of the situation so she can do the appropriate training with her team. The branch manager has also spoken with the teller that was at Plymouth that day and have done some coaching/training with her.
******* was satisfied with our response and the branch manager gave ******* her direct contact information in case she had further concerns.
If you need more information, please let me know.
Better Business Bureau:
We have reviewed the above referenced complaint that has been forwarded to BBB. We have contacted Ms. ****** and discussed the situation further. As a result, we fully understand her concerns and have identified internal processed and procedures we need to strengthen due to her situation.
We have apologized for the ATM error as well as, and more importantly, for our lapse in service that intensified this situation. We have made arrangements to provide her with the full $200 refund. She seemed appreciative of our call and apology.
Read Complaint Details
Complaint: Kohler Credit Union charged me an overdraft fee on a charge that was made on my account when there was money in there. I saw my account was low on Monday and I knew there would be a charge going through on Tuesday, so I went to the bank Monday night deposited money into the account so when the charge went through there would be money to cover it. However, today when I looked at my account there was an overdraft fee and my account wasn't even negative. I have a screen shot showing the amount issues.
Desired Settlement: I want them to refund the $30 they are charged me . This bank has horrible customer service and when I call to ask questions, they are rude and not helpful. I discussed other issues with them over the phone, and the refuse to help me. I have a loan with them that I have automatically deducted from my account and they won't give me time to discuss the options for lowering the interest rate.
Response to BBB compliant
Complaint submitted: 04/22/2014 9:55 am
Compliant ID: ********
Complainant: ***** ******
We pride ourselves in listening to our member’s needs and individual situations. Each member interaction is unique and we allow flexibility in trying to customize solutions based on a member’s circumstances. We also stress to our members the importance of financial management and their responsibility in monitoring their day to day account transactions.
In response to *****’s statement of problem:
On 4/21/2014 @ 12:06 pm - ***** spoke with one of our service representatives and requested to have an overdraft fee reversed. After listening to *****’s explanation and reviewing her account, the representative denied the request because ***** did authorize the debit card transaction that caused the overdraft. However, the representative explained that we could most definitely review the request again if she could provide documentation from U-Haul that they made an error by debiting her account. ***** was also provided with information on ways to modify her account to help avoid/reduce future overdraft fees. She was also unhappy because of having to travel a distance to the closest branch location to make a deposit. Again, the representative provided ***** with options…including the suggestion to view our website to locate an ATM in her area that accepts deposits.
4/22/2014 @ 11:25 pm - ***** emailed her complaint to Kohler Credit Union explaining her frustration and request to have $60.00 in fees refunded.
4/23/2014 @ 3:12 pm - ***** ******, ******** ****** *******, was notified of the complaint and attempted to contact *****. A message was left asking for a call back.
4/24/2014 @ 2:48 pm – ***** ****** left another message for ***** to contact her regarding the complaint.
04/24/2014 @ 3:05 PM – ***** contacted ***** ******. She expressed her frustrations with having her fee refund request denied and the distance she needs to travel to make a deposit. ***** listened, offered suggestions on account management and provided a solution that made ***** very happy. A partial fee reversal was approved.
******** ****** ******
Kohler Credit Union
Customer Reviews Summary