Red Rocks Credit Union is headquartered in Littleton and is the 13th largest credit union in the state of Colorado. It is also the 820th largest credit union in the nation. It was established in 1979 and as of September of 2020, it had grown to 44 employees and 16,202 members at 3 locations. Red Rocks Credit Union has an A health rating.
Field of Membership Restrictions
Membership in Red Rocks Credit Union is open to those who work or live in the Colorado counties of Arapahoe, Douglas or Jefferson. Employees of Lockheed Martin are also eligible for membership. Colorado residents who join Consumers United Association ($5 annual or $25 lifetime fee) qualify for membership.
See current membership details
Appallingly Bad, But Now Updated To "But They Do Care"
I'm updating my review. July 18, 2018
A supervisor did reach out to me after I posted this review, and apologized for the mix up, and informed me she had spoken with the people who gave me misinformation in order to correct any future issues.
This supervisor had taken the time to review my correspondence with the Red Rocks CSR as well as the calls I made to the "call center" and agreed things were not handled as they should have been, and has taken steps to ensure it doesn't happen that way again.
I appreciated the fact that Red Rocks cared enough to reach out to me and to let me know that they do, in fact, care about their customers experience.
Below is my original review of Red Rocks dated July 7, 2018:
They never pick up the phone, ever. I've actually timed it, and after 50 minutes hold time (during which ironically the recording says "at Red Rocks, customer experience matters" (I'm not making this up!) I finally gave up and hung up.
What you get when someone DOES answer, is NOT Red Rocks, but a "call center" which is actually some sort of shared branch. This "call center" will not admit to being a call center, but they hem and haw and even flat out lie, saying they ARE Red Rocks, but they are not. The cannot help you with anything, but merely pass on messages.
They gave me endless trouble when at CD maturity I told them to close my CD and put the money into my share account. They did NOT comply. They rolled my CD into a very low rate CD. They "misunderstood" my request for over 3 days, (and over 4 emails total) until I left a message online (because I could not get through on the phone) that I would be filing a formal complaint with the NCUA as well as calling my attorney if they did not release my money from the matured CD immediately. Only then, did they comply with my (written) request.
They are, without a doubt, the most abominable Credit Union I have ever done business with, and at this point, I am tempted to actually withdraw all my other funds, rather than deal with them any longer. I'd even be willing to take the hit on interest, which would be considerable, to never have to deal with Red Rocks ever again.
Just to clarify, I even sent them a copy of the original opening documents for the CD, which clearly states I had chosen NON renewal of the CD upon maturity, at the time I opened it. This was completely ignored.
And I was told I had to visit a branch to close the CD (this was told to me by the "call center."
Alternately I was told I had to "Phone In to give instructions in order to close the CD" this was an email I received from a rep with whom I'd been emailing for several days, trying to get my money.
However, over the 5 years I've been banking here, I've NEVER actually succeeded in speaking to anyone on the phone. They simply do not pick up.
Finally, a rep emailed me (still no phone call, regardless of my repeated requests to have a supervisor call me) told me there had been a "miscommunication" No kidding. But how can a clearly worded request such as "upon maturity please close my CD and transfer my money into my share account" possibly be misunderstood?
I wouldn't open another CD here, if they offered double the rate of other CU's....they are THAT bad.
It's Doable But Difficult
It was difficult to open a CD, but with perseverance, I made it through the process. Initially the online chat representatives told me all I needed to open a CD was my Driver's License and a check. When I arrived at the branch office, I learned a credit check needed to be run. Then I had to go back home and unfreeze one of the credit reporting agencies for $10.
I then filled out an online application as advised and waited for the credit check and application review and approval. That was on a Friday and Monday I called to inquire about the status. It was still under review. On Tuesday I called again and learned it was still being reviewed, but a representative would call me in a minute of two, which she did. Working with her, we got everything squared away although I had to take the initiative to list a beneficiary. So it was an arduous process caused mostly be the requirement for a credit check which seems silly since I am loaning the credit union money, not vice versa. Someplace during the application process I believe I read that CD's can only be opened by Colorado residents. This should be mentioned on the CD rate page or somewhere more prominently. The web system is difficult and clunky. When going through the process, I had to register with ID and password to even receive an email from the representative. Then when I tried my first login as a new member, a PIN was needed which was never given to me. Whew, I'm tired just writing about the process.
Definitely Won't Deal With Folks Outside Of CO.
Tried to open an account with them as I am a member of the Consumers United Association which was an option for membership. Apparently thats not enough. Spoke with CSR and was told they were not allowed to open accounts to folks out of state as they are a "Credit Union"? huh! Thats a new one. I commend the board members for their savvy business decisions in attracting more customers. Of course, there is no information on the website mentioning any of this.
Customer Service Is Beyond Bad
Wow, awful customer service - took me 5 people and 45 minutes to finally get somebody to help me resolve fraudulent charges on my debit card. When I did reach the person, it was a 5 minute conversation to get things fixed. I asked about it and got some excuses about shared CU customer service and them being short staffed and that they are switching systems.
The last time I had issues with my account (different issues) was about a year ago and at that time the customer service was also terrible. I thought maybe it was a one time thing, but apparently this is there new business model.
After almost 20 years with this credit union - I am switching to a different credit union that can quickly resolve problems instead of just giving me more headaches. If you are considering this credit union - I would read other reviews and chose a different option.
Sorry,But This C.Union Is Almost Impossible To Do Business With.
They have a charge for everything. You must talk to them over the phone only. I will not give my personal information over the phone so no reason to do anything with them. Don't be fooled. Leave them alone.
Data as of Q3 2020
Learn why bank health mattersHealth Grade Components
| Overall | |
|---|---|
| NCUA # | 68560 |
| Year Chartered | 1979 |
| Employees | 44 |
| Primary Regulator | |
| Profit Margin | |
|---|---|
| Return on Assets - YTD | -0.03% |
| Return on Equity - YTD | -0.35% |
| Annual Interest Income | $9.6MM |
| Assets and Liabilities | ||
|---|---|---|
| Assets | Q3 2020vs Q3 2019 | $347.8MM$342.0MM |
| Loans | Q3 2020vs Q3 2019 | $244.1MM$255.0MM |
| Deposits | Q3 2020vs Q3 2019 | $311.6MM$302.3MM |
| Equity Capital | Q3 2020vs Q3 2019 | $33.1MM$32.5MM |
| Loan Loss Allowance | Q3 2020vs Q3 2019 | $1.6MM$977.00K |
| Unbacked Noncurrent Loans | Q3 2020vs Q3 2019 | $494.00K$443.00K |
| Real Estate Owned | Q3 2020vs Q3 2019 | $0$0 |