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December 2023 by maria williams
I do agree worst bank ever and the front dest peopleWORST EVER ..SO RUINED AND NASTY HOW THEY STILL HAVE A JOB .....
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August 2023 by Steve Unger
Tammy and Kurt are the best. I have been dealing with dozens of banks over the years. Never had customer service like this before. Highly recommend
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April 2023 by faysil2012
One of the worst bank, I called them few time to be connected with loan officer left vm and talk to someone they took my info but never received any call or email service is really bad definitely do business with canadagua bank CNBBest service loan officer are great to work with I have work with many banksBut GRB is the worst bank there loan officer never call you you bank because Winton road front desk who answer the phone are worst people...should watch how they treat people and record the calls to make sure they pass on message when customer call for assistance....
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December 2022 by Aaron Tee
After going through 2 mortgage's and a heloc with other banks I can say dealing with GRB has been THE WORST EXPERIENCE EVER. Save your energy and go someplace else.
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November 2022 by Ann Dale
The process of getting pre-approved and getting my mortgage was quite smooth, I worked with some wonderful people during that experience..... However the issues with the servicing division since then have been an absolute NIGHTMARE! It's nearly impossible to get ahold of anyone who will listen and actually help you try to solve your problem. Last year, after 3 months of phone tag and being assured everything was "all set" I eventually just paid my homeowners insurance premium from my own checking account because they, for some unknown reason, couldn't get the money from my escrow to the insurance company. I'm currently one month into the SAME ISSUE THIS YEAR!
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September 2022 by James Partsch jr
EDIT: Due to the below we cannot make this five stars but we have updated from 2 to 4 stars purely due to how leadership has handled communicating with us and providing actionable solutions to move forward. The past cannot be changed but how we move into the future can redefine even the worst of initial experiences. Kudos given to the leadership team here for being receptive and collaborative.ORIGINAL: I want to start with why two stars and no one, that is because of an individual named John or Jason who was responsive, educational, and honest with me regarding the poor experience I had with this organization.The low rating is due to the lending practices by the loan officer. This organization came recommended from my agent as an organization that will work to get things done in your favor and is phenomenal to work with. It started out that way, very responsive and setting expectation for the process, then it all fell apart at the end and we felt very taken advantage of. The solution to rectify was just insulting.Context: we own a real estate investing business and wanted to purchase a home under our business name. This was clear from the beginning with our agent, our attorney, the selling attorney, and our loan officer. Several times in the process we needed to correct paperwork to ensure the home was purchased in the business name and questions were raised as to why personal items were being requested. We were informed it was due to the personal guarantee that was necessary with this loan type.One month after closing our personal credit was severely impacted and we discovered the loan was applied to us personally, even though everything was titled in the business name. After speaking to the organization we were advised they only do commercial loans on 5+ units and if we wanted the loan to be in the business name we would have to refinance elsewhere, eat the fees, and accept that interest rates have risen substantially. How convenient for them.I would highly recommend finding another institution until this one can get back to who they used to be, the organization that gained notoriety among agents, attorneys, and homebuyers for exceptional customer service and honesty. Hopefully that is sooner rather than later.In the end, it felt like a bag was put over hour head, we were hit with a blunt object, and then left to fend for ourselves. It was not a partnership, it was a transaction and one that now feels predatory in nature.
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January 2022 by Dorothea B
Genesee Regional Bank has been extremely frustrating to work with. I refinanced my mortgage through them one year ago due to changing marital status. Due to the extremely high demands on banks for mortgages and refinancing at the time I assumed my bad experience would get better. Sadly, a year later I have had nothing but problems, many unreturned voicemails, uncorrected escrow issues, and now when I'm selling the house the bank doesn't respond to requests by my attorney's office. On the phone the customer service people are always kind and helpful, but dealing with the bank itself has been a bad experience in general. Definitely wont be using them for a mortgage in the future, and will not be recommending them to others.
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January 2022 by Raymond D.
This organization is dysfunctional lacks communication skills and are not there for the customers. Chad Benedict should not be in this market as he is lost in every aspect of banking.
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October 2021 by Christopher Osgood
Just closed on my first home purchase and I cannot recommend GRB enough. Matthew Nevins was a rock star and made himself available to me constantly for my many questions. My processor Lexa was great and kept us informed of the process every step of the way. The same with our closer Tammy. The app made the process super easy. If you need a mortgage, do yourself a favor and call Matt!
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October 2021 by shodack 512
Genesee Regional Bank has been extremely frustrating to work with. I refinanced my mortgage through them one year ago due to changing marital status. Due to the extremely high demands on banks for mortgages and refinancing at the time I assumed my bad experience would get better. Sadly, a year later I have had nothing but problems, many unreturned voicemails, uncorrected escrow issues, and now when I'm selling the house the bank doesn't respond to requests by my attorney's office. On the phone the customer service people are always kind and helpful, but dealing with the bank itself has been a bad experience in general. Definitely wont be using them for a mortgage in the future, and will not be recommending them to others.
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July 2021 by Jeanne B.
I have been banking for over 10 years with GRB and have had a tremendous experience. Very professional staff that helps answer any questions. When I go in they always recognize me and greet me with a smile. I have both personal and business accounts with this Bank and I highly recommend them
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July 2021 by ohb3
My name is Ocie Burton and I just bought my first home with GRB. I am more than pleased with the process and customer service over the past two months. I worked closest with Jacqueline but Erika and Joe didn't miss a beat. Everything came either on time or before it was expected. Great bank to do business with.
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April 2021 by Susan Brown
We have accounts there and they always answer our questions. We feel comfortable there.
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April 2021 by Emily
***Updating my initial review to reflect that customer service and senior officials did respectfully and completely address my concerns and make amends such that a satisfactory deal was reached. I ultimately was very pleased with that interaction and resolution.****Initial concerns:I was treated very unprofessionally. The loan officer, Joe Petralia, became angry and rude with me when I pointed out discrepancies from the initial loan estimate, asked for follow up on items he indicated he would take care of, and requested verification of closing costs.
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March 2021 by Emily K.
I was treated very unprofessionally. The loan officer, Joe Petralia, became angry and rude with me when I pointed out discrepancies from the initial loan estimate, asked for follow up on items he indicated he would take care of, and requested verification of closing costs. He also promised me a fee waiver the back had no intention of providing. Actual quote in an email from him "You would not dare ask Wegmans why they've raised the price of their bananas since 2018, then ask what Dole/Chiquita charges them, and squeeze them for the difference." I was shocked to hear that from a customer service representative. I eventually had to walk away from the deal even if it ultimately would have saved me money just because the process of working with him was so upsetting.
