USAA Financial Center Main St, Highland Falls

Customer service has always been fantastic to me. Auto claims have been handled quickly and to my satisfaction.

A few days ago I was rear ended by someone who has USAA. The person who hit me very promptly reported the accident, online within under 2 hours. I very promptly called USAA the next business day, in the morning. I was asked to give them one or maybe 2 days maximum to be able to contact their insured, and then the adjuster would call me. Four days later I finally heard from the adjuster. Although not as fast as I had hoped, the adjuster was polite, and set me up with a local body shop who could write an estimate, and I had the option to go there, or anywhere to get the work done. The body shop was polite, neat, and organized.

STAY AWAY FROM USAA! I am an active duty military officer, and a 25 year USAA customer. I was recently baited into filing a home owners claim though there was no damage and zero payout. As a result, my rates went up, and the needless claim has affected my credit rating and made it difficult for me to switch insurance providers. When I called to expunge the claim which they encouraged me to file (which would have cost USAA nothing), they ran me through several sham bureaucratic layers of appeals, and ultimately denied this request. Oh, How a once amazing company has fallen. USAA was at one time a fantastic, customer owned insurance credit union which was considerate and genuinely responsive to its customers claims and issues. Then beginning in the mid-2000’s USAA started drastically expanding their customer base to line C-suite pockets. They are neither the good deal they used to be (in fact quite the opposite, their rates are much higher than competitors), nor is there any actual substance to their “thank-you-for-your-service” facade. If anything they are predatory toward military and veterans. Shame on you USAA!

As someone who has been with USAA for almost a decade, my current situation is ridiculous. I've chosen to stay with this bank throughout these years even though I'm hours away from a local branch because of the level of service I received, which used to be fantastic. Recently, they have hit my primary account with over $2200 in fees for no reason, and are refusing to do anything about it. Because of those fees, I'm about to lose my apartment and my truck. I have called and tried to resolve this manner but been stonewalled and hung up on. This is unacceptable behavior from a financial institution, especially one for veterans and their families. I would take you money and business elsewhere. I am very dissatisfied with my current situation. I will no longer be recommending this bank to anyone, which I've normally done to everyone who ask. Even if your in the military, go with a different bank. The benefits no longer outweigh the risk. USAA, please feel free to contact me at your discretion if you wish to resolve this issue and not loose my business. I will post their response on here for anyone who may be interested

This company is by far one of the best companies that I have ever dealt with. Their service and dedication to excellence in everything they do is unmatchable. I've been with them for 10+ years and will be here for life. Only thing I wish is that they had more branches at least 1 in every major city.

The customer service representatives were unable to help in the midst of a documentation error from USAA itself. My husband and I had been approved for an auto loan over the phone. Documents were faxed to the auto dealership. All items were filled and faxed to the return number. The check used to pay for the car was guaranteed to be sent by Tues. Instead Thursday, after returning my husbands leased car we were told by the dealership that no payment was received. Immediately after we speaking with USAA and it was determined that the wrong documents were sent initially. The call ended in an email being sent to further educate their staff on policies and protocols. This place does not care for its customers because now my husband has to drive my car while i take public transportation from Queens to the Bronx. Thanks for not taking any liability with my husband having possibly taking a train from 3 am to arrive to work for 6 am for an elapse 50 miles. If anything your establishment should be educated an proper customer service.

I am sponsoring my au pair for a student visa and needed a verification of funds letter sent to the college. I emailed a simple form to fill out and sign and send to the school, like every other bank in the United States does. They said it was impossible for them to send to the school, I asked for them to send it to me, which is fine and they said they would do, but then they said that they don't have anyone in the entire company that can sign a letter for verification of funds. I spent 2 hours on the phone with multiple customer service reps and went up the chain of command to the executive office and they stated that there is absolutely no way to verify the funds in my account with a signed document, they can only generate a generic letter through their computer system. My au pair is already accepted to college! My choices are to have my au pair deported or to close my account and move all of my funds to another bank just so they can print and sign a verification of funds letter. This is absolutely crazy. I will be closing all of my accounts, insurance products and retirement accounts. I HATE Bank of America but USAA left me no choice but to transfer all of my funds to that bank. Very sad day for me and my family. Lifelong Customer for 15 years and veteran, I can't believe any corporation in the United States would treat their customers so terribly. If you are a veteran and are looking for a bank, I would highly advise you to stay very far away from this one, there are plenty of other fantastic credit unions out there who actually care about their customers and their families. Stay Away.

I just switched my car and home insurance to USAA. I had heard some positive things about the company and they are rated one of the best companies for insurance I spoke to three different representatives over two separate days inquiring about information and a quote for my auto and home On all three occasions I spoke with the most polite, knowledgeable, and professional people. I have to say that these individuals are the most polite customer service reps I have ever dealt with in my entire life. I was really taken back. Normally you call a company have to leave a voicemail or are put on hold for a lifetime and getting info or contacting anyone can be a waste of your time and many times the people you speak to Aren’t very friendly and you don’t get the info you need. I am not going to say that you will get really cheap insurance but USAA was lower than what I was paying at another insurance company. USAA employees are great to deal with and I highly recommend them if you are looking for insurance.

I've had checking & savings accounts at USAA for about 20 years, and have never had any sort of problem. I also have a USAA Visa card, and have used USAA for my auto insurance for about 10 years now. Never had an issue, and the few times I've had to call customer service about something the agents have always been friendly, polite and helpful. Their mobile app is excellent! I've had to visit the Highland Falls branch only once or twice to get a certified bank check, and was helped almost immediately. My only "gripe" is that this branch is about an hour from my home. Wish there were more branches!

As a Realtor in NJ and representing a buyer who has decided to get a mortgage with USAA, this is by FAR the WORST company I have ever dealt with in 14 years. Julian Herrera and Ryan Cook are terrible. They do not return your calls, respond to emails. May 30, 2019, Julian called to tell me after receiving the signed contract that he has instructed the buyer on what he has to do now. Which of course was pay them money for the appraisal and scheduling the home inspection. I told him he is not familiar with the process here in NJ and that we conduct attorney review , then we do home inspections and the appraisal He was completely befuddled. We had the appraisal done on 6/18. Today is 7/2 we are still waiting for the appraisal and the commitment with is overdue at this point. We were promised the appraisal 6/28. It has not arrived. This deal is supposed to close 7/8. I can't see it happening since title may not even have been ordered yet. DO NOT USE USAA for a mortgage. They have zero 0 customer service skills once they get your money. They cannot close on the dates they have given us. This went into contract May 30, 2019. This by the way is not the first time I have had this issue with USAA. The other deal was BAD too.

Unless you're a perfect driver with no accidents or tickets, don't go here. I give two stars, only because they have been helpful for 4 years..while I had no tickets. I got two related tickets (failed to pay to the right location, an accident) and USAA tripled my rates. I was baffled--I never got into an accident in 4 YEARS, NO TICKETS since I was 16!!! It's unbelievable. When I talked to the rep, he was unhelpful. I can't believe a military bank would treat their customers like this, it was the highest rate out of 10 companies I quoted. Shame on you, USAA. I'm editing this because after reading comments, I'm understanding more and more that the bank I was loyal to for 10 years, would vouch for every time for impeccable service, seems to have taken a steep nosedive--every bad review I've read below has been in the past 2 years--USAA take note--you're losing customers left and right.

Stay away from USAA!!! I paid off my credit card in full and am being punished for it. Apparently there was $5.00 in interest after i paid my bill in full. They NEVER sent me a bill until 5 months later! First time i called about it the guy told me not to worry, it won't affect my credit. Well, i ran my credit report and it was on there! I called for a second time and the girl said it was very weird that she didn't see a bill generated and i should speak with a supervisor. When speaking to the supervisor she said there is nothing she can do and I'd have to file a dispute report. Said it wasn't an error i just didn't pay my bill. Unbelievable! So now this is on my credit report for $5.00 because they never sent me a bill. I also used to have them for Auto Insurance. I canceled that after they raised my bill $84/month!