Bank of the West

I applied for a boat loan on 6-15-2020 with the North River dealer and they recommended Bank of the West. We started the paperwork and they received an approval right away. Based on the approval, I paid my down payment and made arrangements for picking up the new boat once the loan funded. After bugging my salesperson several times, we finally received word the loan had funded on 7-2-2020 and we raced to the dealership to get our new boat. When asked what took so long, we were told the bank was having staffing issues due to covid.nnYesterday which was 7-13-2020 (11 days after I picked up the boat) I received my first statement. It was dated 6-23-2020. And the first payment was due 7-15-2020..nnToday, 7-14-2020, I called BOTW customer service and was on hold for 45 minutes. Once Michael answered, I told him my name and why I was calling and the call was disconnected. I immediately called back and was on hold for an additional 35 minutes before I could no longer sit and wait.nnI was pretty angry so I decided to drive to their Tacoma branch and ask if there had been some kind of mistake. I explained the situation to Marco and he found it odd as well so he called customer service himself to see if he could get through. After 45 minutes on hold, Michael answered the phone. Marco explained my situation to Michael and Michaels response was that there’s a 10 day grace period before the late payment will impact my credit. I asked if I could speak with Michael myself and he told me the same thing. There’s no error and nothing can be done. I asked to speak to his supervisor to which Jay answered the phone. Jay told me that I signed on 6-15 and that’s when my loan was created. I explained that I hadn’t even had the boat 2 weeks and he said I needed to take it up with the dealer to ask them to make my first payment. Say what?!? I told Jay that my business with the dealer was complete and the relationship was solely between BOTW and myself. I asked Jay what date the loan was funded and he told me July 2nd but when I asked why my payment is due 13 days later he stated it’s because I signed the paper on June 15th and there’s nothing anyone can do about it. I quickly ended the phone call and made my payment. I then thanked Marco for his customer service and I left.nnI’m beyond disappointed in the level of customer service I received from their “headquarters” today. From the inexcusably long wait times just to talk to someone - to the lack of customer service over the phone once they were finally reached. It’s not that I can’t make the payment, obviously, but 13 days later and finding out 2 days before it’s due is ridiculous!!! It feels as though they are setting me up to be late on my payment. And I could understand if they actually mailed that statement out on 6-23-2020 but it was not postmarked until 7-8-2020. I will be transferring this loan to another bank ASAP and I sure as hell am not accepting the credit card they offered. I cannot imagine using them for my normal banking with that level of customer service. If you’re thinking about banking with them at any level-I highly suggest you run the other direction.. and fast!!!

After the hotline fell through for me, I called this location to help with an urgent matter and this wonderful employee named Eric helped extremely fast! Thanks Eric!

The staff is great and they always take care of you.

Super rude customer service waiting in line and the telller helps the lady that comes in behind me.As she so rudley asks for change even though im in line way too go! ISN'T THAT WHY THEY MAKE LINES!

I opened my account with the Assistant manager 2 years ago! I've lived in Phoenix area now for a year! If I ever call for help. The Tacoma Washington branch always helps me with Whatever they can do! Very personal. Wish everyone in Tacoma Washington worked in Phoenix office branch! Lol.. You will like doing business with this branch! Thanks for all your help Tacoma Washington Bank of the West!nnThanks Rick Marzini