Korean American bank ratings on popular review platforms like Google Maps and Yelp in Los Angeles have been revealed to average a low 2.2 among major branches surveyed by this publication.
Google and Yelp customer star ratings, which range from a maximum of 5.0 to a minimum of 1.0, are closely monitored by businesses because they symbolize quantified customer experiences. Given that reviewers must leave a minimum of 1-star and considering the ratings of mainstream banks, the scores for Korean American bank branches fall into a remarkably low tier.
Bank of Hope branches averaged 2.28 on Yelp and 2.89 on Google, utilizing both English and Korean to respond to customer complaints. Hanmi Bank recorded 2.37 on Yelp and 3.37 on Google, maintaining communication channels for critical reviews. PCB Bank scored 2.57 on Yelp and 4.42 on Google, but does not separately respond to reviews. Open Bank showed 2.0 on Yelp and 2.85 on Google while operating a dedicated review response team. CBB Bank and US Metro Bank lacked a sufficient number of reviews to calculate an average and currently do not respond to customer feedback.
Customer complaints varied widely, with parking issues, unfriendly service, and ATM cleanliness topping the list. One customer noted in a review that branch tellers seemed to misunderstand desired services and failed to provide polite explanations during the process. Another frequent complaint pointed to frustrating mobile banking app experiences that remained unresolved even after visiting a physical branch.
Some reviewers even highlighted racial rudeness beyond mere communication barriers. A non-Korean customer questioned whether smooth problem resolution was hindered because the bank applied unfamiliar ‘Korean-style’ procedures.
Beyond the low star ratings, critics argue that the lack of response from certain banks to customer grievances poses a deeper issue. For instance, a Wilshire branch of one bank received six to seven complaints earlier this year without providing any explanations or corrective actions, prompting customers to comment that the bank seemingly ignores online reviews.
Conversely, other banks express regret over identified issues and leave bilingual English and Korean messages urging customers to contact customer service departments, recognizing that these problems may stem from structural rather than temporary flaws.
Representatives from Korean American banks emphasized their commitment to service improvement. A Bank of Hope official stated that online reviews are utilized as a vital metric to understand customer experience and service quality, noting that regular monitoring and feedback are shared with branches and executives. Meanwhile, a PCB Bank spokesperson stated that the institution currently lacks a response system or external contracts for handling Google and Yelp ratings and complaints.
An Open Bank representative explained that the institution focuses more on review content than numeric scores, with headquarters marketing teams and branch managers actively monitoring feedback to improve services. US Metro Bank noted that due to the currently small volume of reviews, headquarters is closely observing the situation.
In contrast, mainstream banks actively manage their ratings and reviews. Bank of America branches on Western Avenue and Olympic Boulevard recorded an average of 3.1 on Google Maps and 2.4 on Yelp, actively guiding customers through follow-up actions on individual reviews. Chase Bank near Wilshire Boulevard and Western Avenue also recorded a 3.1 star rating, while Wells Fargo Bank on Wilshire and Vermont Avenue recorded 2.5 stars and operates a dedicated management team for Google reviews.
Hyunsoo Kang, a 58-year-old bank customer, advised that even a couple of reviews heavily influence first impressions, suggesting that institutions aspiring to grow as regional banks must proactively address critical reviews from non-Korean customers.
A banking industry insider pointed out that customer complaints can arise at any financial institution, and banks must recognize that diverse non-Korean local residents are also evaluating them, making sincere engagement critical.
