Arapahoe Credit Union Centennial E Arapahoe Rd, Littleton

Hi Kylen, I thoroughly appreciate you taking the time to review us and lend us a kind review. If you ever need anything, we will be around! Best and thanks, Sean ACU Communications Thank you immensely for the kind review! I am glad we could help. Best, Sean ACU Communications

Hi Fabian, I am fantastically sorry that you are having issues with insurance. As a brief explanation, Arapahoe CU is a not-for-profit. We don’t have investors; we have members and the insurance requirement is meant to protect their deposits. We also use a third party company to manage this particular element of our business, so we often aren’t able to make updates or speed the process as we would like to. Of course, that isn’t to say that we can’t do anything or that we couldn’t have done more when you contacted us. If I can provide support, please let me know. I can at least facilitate help with the appropriate staff person. Regardless, I want to note that ACU uses all of these reviews to continually improve our service. I will be making sure that our VP of Operations is made aware of your frustrations to see if we can use this as a training opportunity. Again, if I can do anything, please let me know. My team can be reached at [email protected]. Best, Sean Arapahoe CU

Hi Fortune, I am sorry for any frustrations you have had with ACU. I want to start by saying that we take all complaints and feedback seriously and I will make sure the executive staff is made aware and able to review the details of your situation. That said, as for your feedback on our representative, I assure you that this is a unique area. Arapahoe CU is a not-for-profit institution. We don’t have shareholders or corporate interests, so the money we lend is that of our members. Our process for missed payments is reflective of this. We take a progressive approach that begins with a standard grace period, courtesy calls and emails, and only then does it elevate to our collection department. Our collection department is tasked with making arrangements that are as beneficial to our members as possible. Not only are we member-focused and want to help, but repossessions are a cost carried by our membership as well. It’s something that we want to avoid at all costs, but we simply have to mitigate losses that will impact our member/ owners Generally, good communication allows us to avoid the situation entirely, but some loans do eventually reach this point. However, we absolutely are a service-first institution and I will be sending this review to Lending and Operations management. If we can find a way to make this a training opportunity or improve in any way, we absolutely will. I’d also like to say that my department is more than willing to take any additional feedback. The more I can understand your situation, the more I might be able to do. If you would like, please feel free to reach out to my team at [email protected]. Best, Sean M. Arapahoe CU

Hi Joshua, I am sorry for any frustrations you have had with ACU. We take all feedback seriously and process it through the executive channels, but the website, for example, is my domain. I am especially apologetic because some of this squarely falls on me. It is my job to try and make everything as accessible as possible to our members. I can tell you that we are currently in the process of updating the website and I would love to get your feedback. If you are willing, I would take any complaints or comments at [email protected], where you can reach my entire team. This is also convenient because we are currently updating our website and member service tools (we expect completion of everything by the end of 2022). As for your feedback on our representative, I assure you that this is a unique area. Arapahoe CU is a not-for-profit institution. We don’t have shareholders or corporate interests, so the money we lend is that of our members. Our representative’s job is largely reflective of that interest by ensuring that loans aren’t written off and we don’t take a loss to our membership. That said, we are a service-first institution, and I will be sending this review to Lending and Operations management. I can’t make guarantees, but, again, we take all reviews into consideration. I might be the best point of contact for complaint/ recommendations, and I would love to hear anything you would improve. Please feel free to contact me at any time. Best, Sean Arapahoe CU

Dear Israel, I am sorry that this loan didn’t work out as expected. Credit unions are not-for-profit, so our processes can be slightly more cautious than the vastly larger institutions in the world. When we fund a vehicle, we are lending out our members’ money—not a shareholder’s—and we need the guarantee that the loan will be collateralized. In this way, we ask that the title be in hand before actually handing over irrecoverable funds. I can say that your experience is incredibly rare because, while more cautious, the process is also fairly standard with auto dealers and it is unusual to have a letter of credit refused. Again, I am fantastically sorry that we weren’t able to make this happen when working with the dealer. However, I can also say that we might still be able to help in a roundabout way. We have a refinance program that could potentially bring the loan you do receive back to the credit union. This can often save money, provide pay vacations, and often times lower the rate you are paying. You would also then be serviced by a not-for-profit institution and your money would remain local. If I can have one of our more senior staff reach out to you to work through this process or even field any complaints or answer questions, please let me know. My team can be reached at [email protected]. Best, Sean/ ACU Communications

Hi Robert, I am fantastically sorry to hear about your recent experience. We pride ourselves on service and this is obviously never what we hope to hear. To begin, I have sent this on to executive management for review. We treat these as no less than a training opportunity and will use your feedback to improve our processes. Honestly, our representatives are exceptionally busy right now, but a response certainly shouldn’t take that long. Next, if there is anything we can do for you individually, we would love the opportunity. I can have Jason S., our VP of Operations, reach out to you to see if we can rectify the situation or perhaps get more information on the problem. If this is possible, please let me know. I can be reached directly at [email protected]. Best, Sean M. ACU Communications

Hi Shannon, I want to start by apologizing for any frustration you’ve had. I looked into your situation and it sounds like you got most of the information you need from one of our representatives, but I want to offer my help as well. I’ll be honest, the past year has been chaotic in so many ways—for the entire credit union industry. I won’t be able to do much for issues at shared branch locations because they are run independently with their own processes and procedures, but I am more than happy to elevate any of your concerns to our executive Operations team. If I can do so, please contact my team at [email protected]. I can then work through your issue and get the appropriate representative in touch with you directly. Best, Sean ACU Communication

Thanks, Peter! Glad to have you as member and we’re around if you need anything. Best, Colin–ACU Communications

Dear Ms. Balogh, Again, we are sorry that you have found our customer service to be cumbersome. I don’t want to get into the history here, but I want you to know that all levels of management dislike having to make restrictions and adjustments due to the pandemic. Unfortunately, many of our policies and procedures are in place for a reason and we simply won’t expose our staff to risk where it might be necessary. As for our services, we absolutely try to maintain as many options as possible for our members. Unfortunately, security is an issue and we have made the decision that separate bank accounts need to be verified before external transfers can be made. We are unable to cancel certain transactions and this helps avoid issues where money cannot be “pulled back,” so to speak. We also strive for 100% accuracy with everything we do. To say that we never make mistakes would be incorrect, but this is part of the reason that we ask members to verify information and go through the electronic setup process before moving money. That said, we take all feedback seriously and use it for a chance to improve ourselves and service. I assure you that your review will go to our executive management for consideration. I am not the best possible account representative, but please feel free to reach out to me if I can do anything. My team is also here and ready to do anything we can even if it is putting a better representative in touch with you. We can be reached at [email protected] or by calling 303-740-7063. Best, Sean Arapahoe CU