Ever wonder why the Chase branch in Petaluma is so poorly rated? The tellers are pleasant, maybe even helpful -- for the kind of transactions you do at an ATM. The moment you need anything out of the ordinary, you're handed off to the Retention Prevention Team: the Bulldog and the Bubble Boy. The Bulldog is a senior teller who steps in when a bewildered teller can't answer a question. Maybe she was recently laid off as a guard at San Quentin or a DMV supervisor. Her role is to find a reason to say "No" and get you out of the branch as fast as possible. At this, she excels. If you question the Bulldog or won't accept "No," enter the Bubble Boy. He sits in a glassed-in office in his suit and tie, like a small-town insurance salesman, never leaving his isolation room. In my case, the Bulldog vanished to confer discreetly (but in full view) with Sean the Bubble Boy and never came out -- safely insulated from any pesky customer. The verdict, handed down by the Bubble Boy and delivered by the Bulldog: I needed to open yet another account (on top of four banking accounts, three cards, and a car lease), after which my documents would be kicked upstairs for senior executives -- i.e., real bankers and lawyers -- to review. No one ever looked at the documents; the whole exercise was to verify my identity for a transaction of nominal value. The DMV and TSA do this millions of times daily for strangers where public safety is paramount, but the Petaluma branch can't do it for one of its own branch customers. Chase is the largest bank in the U.S. -- nearly $5 trillion in assets across 5,000-plus branches. Petaluma, with maybe $200 million in deposits, is a speck of sand in the Chase universe, with all the authority that confers: none. At best, it's a sandbox for suits-in-training, like the Bubble Boy. If you want a BIG faceless bank that treats you like a small-town, small-time, run-of-the-mill customer, Chase's Petaluma branch is for you. The only thing that can be said for the Petaluma branch is that it treats all customers equally poorly; it's a hot, steaming bowl of customer indifference. NOTE: Nothing contained herein is meant to disparage the DMV, prison guards, insurance salesmen, bulldogs or any other member of the Canis familiaris species. read more

See all

I was in the area and needed to go to a chase bank. There's a small parking lot on the side. The atm is all the way around. Probably not in the best area. It felt a little unsafe. I only used the outside atm. So overall okay. read more

I went in yesterday to open a savings account and apply for a credit card. These people could not have been more cordial and friendly. The accounts manager Sean was patient and informative and I was done within 15 minutes. Very professional. As far as these other bad revues I'm reading seem to target the policies of Chase Bank i.e. The people that work in this branch don't set the policies of Chase. read more

Deposited the check at atm, the check didn't go through. No one inform me about and after I call the customer service they said" we will send you legal document in few days and with the document you will be able to pickup your check. read more

Would give 0 stars if possible. I've had an account at chase for 6 or 7 years and recently I went through a divorce and it drained all my expenses my retirement had nowhere to live spending toons of money on hotels. Anyway to make a longg story short first of all I have never had a good experience with chasE customer service reps. They are rude, condescending and u can hear the giddiness in their voices while they tell u "no u can'". Only 1 girl in customer service was ever nice to me and really tried to sincerely help me out Well on this particular incident I get paid semi monthly and it sucks but what u gonna do. Well 2 days before payday I had like $100 which was perfect for gas and lunch and whatever else over next 2 days. After work I go to grab a quick bite like $5 at the local super market. DECLINED!!! I'm tapped all my credit cards everything. Check my account and I'm now in the negative. I'm like WTF!! I see it was a claim reversal. I call custome service to get a rude woman as usual and ask her what this is and if there's anyway they can please put me back in the posItive so I can eat andd please wait 2 days til I get paid before u take $100 and drain the last of my money. She says o not my problem here's claims. So I talk to claims it's a rude af black woman. She just had an answer for everything. She says o they gave u that hundred dollars 4 months ago now they're justtaki g it back. I say hmmmm what $100? I knew off the claim but nobody told me they deposited $100. She says oh u were notified by mail. I say oh no I wasn't there sweetheart that was after u was separated for 1 and out of the house and 2 I don't use snail mail. I shud be all paperless. I ask her she say no no no ur F$#k€D. So I wAnt to speak with her supervisor. I try a different approach with this 1 I explained my case, tell her I'm getting divorced I'm tapped u realize u just took my last $100from. She tells me I'm sorry nothing we can do blah blahh blaah and have a greaat day. I say u are a manager right? This I I'd gonna get done. She says it caNt but there's overdraft protection. I never used it Becca use of fees. So I say "yes but for a fee, right"? She literally tells me OH noooo nno feed at all is thst something thst u are interested in? Desperate I say yes. Now she saYs great I'll transfer u back too customer service. Back at customer service I got the nicest woman I've ever had at chaase. Not only did she reimburse me 3 fees chase had charged me for other crap I didn't even know about and brought my account up to $65 and she did the overdraft. I was grateful at the time that finally someone actually helped instead of screw me and why didn't the firSt customer rep tell me bout fee recently reversal? Well everything went great but still struggling went broke 1 weEk before payday. Couldn't get another loan so overdraft thinking o there's no fee. I can't wittgdraw from an atm but it pays debit. Then I get paid check my balance I'm at -$1100 with almost $500 in OD fees!!!! Call them up. Rude af as usual. Girl keeps saying managers can only do what we can u still ssure u wanna speak to 1. I say YES I am sure. She actually tried to lecture me thst they're just running a business and I need to read the fine print. I said as opposed to a supposed managers word. That there's no fees? How thst for good business practice? Long story sshort they did everything they could to fuckk me. I said u guys are worse thsn payday add an extra places. I straight take advantage of ppl when they're ddown and yes I'm filing thiss claim I'm not giving in she said no fees and I dam sure am not depositing my check in this account. Go ahead hUrt my credit lol as if it's not allready. read more

If i could i would give them zero stars! I don't like writing bad reviews but i had enough with this bank. I been with chase for many years and everytime is the same thing. They either put in my checks on the wrong accounting number or they just loose my checks even after i have personally deposit them i don't know how it gets lost. Anyways today was the last straw, every semester i deposit my scholarship check for school. And i get some money back that same day. today they didn't give me sh***! I have to wait more than a week to even get my money!! What if i was dying and i needed that money, then they have the nerve to say that if i cancel my account, then i can't get my money no more. Wth!! So if i cancel my account today, whatever money is "pending" is theirs!! Im definitely canceling my account with chase after my money is avaliable. Bad costumer service! Bad everything! Ps. Excuse my bad grammar, Im furious! read more

The worst customer service of any Chase I've been to. Have been personally banking here for about 10 years and the owners of the business I work for here in downtown bank there as well. I have never ever been turned down to make change before but for some reason this Chase has decided it cannot make change for a $100 for a local business?! I cant believe how rude the manager there was to me and how belittling she was. Standing at a distance to me with your arms crossed in front of your chest doesn't exactly make you feel warm and welcoming. I will be sure to never go there for change again and I'm currently debating closing my personal accounts with Chase. They may want to go over customer service with this team and reconsider making change for local businesses. read more

I have been banking at Chase since they came to California. I've always been pleased with their services and customer care until now. Today I am furious with them. Last Friday I used an ATM and as I was about to take my money out, the ATM swallowed my cash. I went to the teller, expecting them to give me my $100. Instead, after 30 minutes I had to make another withdrawal and was told my original withdrawal would be credited back in 12 hours. It wasn't. I called the claims dept. they said it would take 2 days. Didn't happen. 5 phone calls later, 5 days they say it was a system failure and people are being refunded manually, one by one and it will take 3-5 days. I can wait but am mad at the lies and indifference of Chase. What happens to the people who depend on that money to live on and can't wait! A week from the last call. I was patient, but no more. Calling again today. read more

Horrible costumer service!!! I'm pretty shocked. Will not be doing business here any longer, or refer anyone. Glad there are other banks to go to and close by... I work downtown and need to make change every once in a while, I have never been turned down at banks before, I'm not sure of another place I would go to do so... But they REFUSE and tirn us down. We warn all our employees to steer clear because how belittling they are for something as small as making change. We are a local business and we do our part in helping the community maybe they should try the same.... read more

Sam is my favorite banker. He's always very polite provides me with great customer service. He's knowledgeable and willing to answer all my banking questions. Sam is the reason I love banking at Chase! read more

I love the downtown Chase Bank. Customer service is always very friendly and super helpful. I am a senior on a fixed budget who needs to keep both a checking and savings going in order to save for bigger purchases. The accounts are free. Their online banking is so helpful. Purchases and withdrawals are shown immediately. Best bank ever! read more

This is the worse Bank I've ever dealt with as are all of Chase Banks, they won't take my cash deposit to my Landlord and the last time I went into this bank, the Creep behind the counter charged me $40. for two $500. checks, drawn out of Chase's casher's checks made out to me without an account, their policies are the enemy of the people and I tell my friends to quit chase and go to a real people friendly bank, like Westamerica read more

Don't have an account? Don't expect to be helped. I'm frustrated that they won't help make change if you don't have an account. Most banks will, as the should. If they can't be bothered to exchange equal money for money, then don't be in business. I understand if it's thousands of dollars, but I'm not laundering a couple hundred. read more

This is a GREAT Chase bank ! I have never seen this level of customer service at a Chase bank before. The personal bankers are attentive and willing to assist the customers. Sam, the personal banker, handled all of my issues graciously. I might have to come back here and open a money market account. read more

Be very afraid if used for business banking. Our business account was closed by mistake by Chase 2 weeks before Christmas, without any notification to any signers on the account, via phone, text or email. Reason was wire transfers. Apparently these are very scary and mysterious to Chase. We made about 200 over 5 years running our business, then they decided that's one to many and awfully suspicious. FRAUD PREVENTION at chase is a great danger to your business. They shoot first, ask questions later. The staff in the local Branch are helpful, but were not even notified. They were as upset as I was about how we were treated, to their credit. read more

My wife used their "new ATM machine" yesterday to deposit over $400 worth of checks. Apparently, the ATM machine did not register the deposits. She discovered the error today, so she went inside the branch to talk to someone to find resolution. They were extremely unhelpful. They were dismissive, telling her she had to file a claim that would take up to 60 days to resolve. And it was simply a claim to investigate, not necessarily to resolve the issue. This is below the belt customer service. Really, really bad customer service. Good customer service would have resulted in the manager approaching her, apologizing profusely, and telling her that the manager would personally look into this and get back to her within one business day. That did not happen; nothing even close to that happened. Do not bank at Chase. read more

I did not go in this time but used the ATM. When I have gone in in the past the emoyees were quick to say hello as I entered the doors. I was not assisted right away but was told that I would be helped right away. It is amazing how much more patient you are when you are acknowledged. The employees made me feel very welcome and appreciated as a customer of the bank. read more

I went into this location on Western after several of my clients & friends had told me how much they loved being with Chase. Janice was the banker that sat with me and explained how Chase works and the benefits of having an acct with them. She was very friendly, patient and thorough. I opened an acct with her and will be going back to have all my personal and business accts with them. read more

I love Jose at the downtown branch.He is so Friendly and he always has a smile on his face. He always calls me by my name when I walk into the bank he makes me feel warm and welcome. Very professional and takes care of all my banking needs.......Thank you Jose!!! read more

Under staffed as usual. I've been asking the various branch managers to install another ATM at this locale for about 10 years. Yesterday I attempted to use the ATM, in the middle of the afternoon it was shut down for service. I walked into the bank to withdraw the money I needed, literally there was only one person staffing the branch, one teller and six people waiting! Someone finally asked me how I was doing? At that point I seized the moment to ask him, "If you know that your ATM is not working, don't you think it might be a good idea to open another teller window?" ...he just looked at me with a blank stare. I guess it made too much sense. We should wonder why Chase Bank spends millions in advertising campaigns trying to convince people they are customer orientated, when they could use those funds to properly staff their branches. The London Whale made $6.2 billion disappear and Jamie Dimon's salary is over $30 million, I think he could find the funds to properly staff his branches. eh? read more

Great bank, products and services. Employees are always smiling. I get in and out in no time. I love it! read more

We went to the Chase bank in downtown Petaluma Wednesday afternoon to cash a check for a gig and make a cash transfer to my boyfriend's mother's estate for our part of the mortgage payment. This should have been an easy enough task. The check had a few corrections scribbled in on it, such as a change of address of the person whose account it came from. Fair enough, we've all moved and had checks left over. And if the bank wants you to pay for new ones, use the old ones up since they have the pertinent routing information. After asking my boyfriend if he had an account there he kept typing on his keyboard for 6 minute and then said, "There will be an $8 fee." He could have saved 6 minutes of everyone's life if he had mentioned that. Most banks, if the check is drawn on one of their accounts won't have a fee to cash at said bank. However, Chase likes to gouge you anyway they can, but they should at least tell you before hand. This twerp however lacked both common sense and courtesy. Now the transfer is another matter. We had the account number, and we had done this for a year and a half. Due to the asinine anti-money laundering rules, you can't just deposit cash into an account, so we did this with our card and ate the ATM fee rather than routing it through our bank. As I said, this should be a painless procedure, but the bulbous headed dullard who was maladroitly helping us decided to be as sadistic as possible. Our driver's licenses have our PO Box address since we live in the country and mail here tends to get stolen. Our unsmiling, unfriendly teller demanded to know our home address when the dozen times before just the mailing address sufficed. He was very rude and condescending. He then refused to proceed with the transaction until the back of my ATM card was signed, and when the ink from a ballpoint pen wouldn't mark, he had me sign my name with a Sharpie. Mind you the card was issued not by Chase, but by Bank of the West and he had all germane identification to tell him who I was. This whole time, my boyfriend was itching to say some choice words to them, but he kept his cool. The whole thing seemed like an abuse of power and the guy was jerking us around. You could tell that he was trying to jump us through all sorts of hoops. Outside the bank a very sympathetic woman who saw and heard the whole thing told us that they were jerking her around also and she thought that the employees of Chase have all had lobotomies! read more