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Business Profile

Bank

Alerus

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Alerus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Alerus has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Alerus

      10900 Wayzata Blvd Ste 900 Hopkins, MN 55305-5502

    • Alerus

      120 S 6th St Ste 200 Minneapolis, MN 55402-1800

    • Alerus

      409 2nd St Excelsior, MN 55331-1905

    • Alerus

      19765 Highway 7 Greenwood, MN 55331-7513

    • Alerus

      4100 Lexington Ave N Suite 400 Saint Paul, MN 55126

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My previous employer contracted with Alerus for HSA accounts. If an employee wanted to participate in the employer-funded part of the **** there was no other option other than to use Alerus. (This is not an employee/employer dispute - my dispute is with Alerus).After changing employers, I received notice from Alerus that they would charge me $3.50/month to maintain my account or $15 to close my account and send a check to a different HSA provider. I immediately requested my other HSA provider to send over the required paperwork, and they did on March 20. Alerus said they received it on 3/28, but they did not process the account closure until 4/5, a day after my account was charged $3.50, and then they charged me another $15 for closing the account. There was no way for me to get my money without Alerus charging me for it, and there was no option to use another bank in order to get my employers HSA contributions.I am requesting a refund if $18.50 - $3.50 because they held off an extra day on closing my account and the $15 for actually closing the account because, as the consumer, I had to use their services for my HSA. Thats all I want - $18.50.

      Business Response

      Date: 04/10/2024

      ***s are an employer offered benefit; however, they are individually owned accounts. This individual accepted the *** custodial agreement on 8.4.22, which outlines the *** fees. The custodial agreement is available online at **********************************************************************************************************;
      Our *** operations supervisor responded to an inquiry from this individual on 3.19.24. She explained the fees, provided a link to the custodial agreement, and explained her options for spending down her account. As a courtesy, the $3.50 fee was waived for the month of March, but she was informed that she would be charged $3.50 monthly beginning in April until her account is at a zero balance.

      Customer Answer

      Date: 04/10/2024

       I am rejecting this response because:

      I sent paperwork in on 3/20. They received it 3/28 and instead of processing it upon receipt, they held it until a day after the $3.50 charge hit. Then I was charged another $15 fee for closing the account. I did absolutely everything I could to avoid another $3.50 charge. They charged $3.50 for ***** and then maintained my account for less than 24 hours after.

      No option is provided to customers to get their money with paying a fee of $3.50/month in addition to $15 to close it. If I wanted to do what was best for family, I needed to sign up for the *** through my employer, and I had no option as to the bank I utilized for those contributions. Telling me I shouldnt have made that choice, providing no options to get my money without being charged, and then hiding behind technicalities is a questionable business practice at best and arguably an unethical way to treat consumers.

       

    • Initial Complaint

      Date:02/17/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had a car loan through Alerus Financial for about 2 years. I have NEVER received my loan number from them or payment history proving I've been on time with all my payments. On 02/14/23 I requested proof of payment/payment history. Alerus verified all my information, and I have yet to receive the paperwork. I've called twice asking for it and all I get is, "oh we are behind right now. Just be patient."

      Business Response

      Date: 02/20/2023

      ******* loan is set up on automatic payment, which do not provide monthly statements. The information ***** requested was mailed to him on Friday, February 17. We apologize for the delay and if any additional information is needed, please contact our ********************* at ************.

      Customer Answer

      Date: 02/20/2023

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Alerus is NOT a BBB Accredited Business.

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