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July 2024 by Margi Braatz
My checking account is at B of A San Marino. I lost my debit card and wanted to cancel it immediately. Tried to phone, put on hold for lengthy time so went directly to the bank to cancel my card. I was told I couldn't do it unless I had an appointment. The person who could help me, Monique Montanez came up and rudely told me she was too busy and abruptly walked away. Ms. Montanez needs to go to customer relations school!! A better way of handling it, is she could have said she was sorry she was busy and would try and find the time to help me out. In the mean time someone could've accessed my debit card. But she didn't care!!! I did have the help of Martha I did not get her last name, she didn't have the authority to resolve problem, but she at least was trying to help. Finally, Diana Camacho came back from lunch and a jewel and helped. Again, Monique Montanez should not have the position as Senior Banker as she is not willing to help a customer in crisis.
Recvd your response, it seems to be basically the same response to other reviews without resolving or addressing the the issues.
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May 2024 by Wendy Kohno
Never enough tellers. 1 teller and when no tellers, they close! Wait is so long. Many employees walk through paying no attention.
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March 2024 by Birgit C.
It smells in here like a fast food restaurant and the service is horrible!! Again waiting for 20 minutes in one! Long line Started out with one teller and now a second one ... line is so long . The tellers are friendly but the others are not... go to Sout pasadena B of A Like day and night so much better.
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January 2024 by Jeff R.
Clearly they don't care about customers! Went the other day - no teller all day. Today they have one and she's on break. Time to find a new bank...
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September 2023 by Mary Linchu
I went to this branch to ask for help about how to communicate regarding a claim for dispute of charge for a credit card. No one is at the front. Someone name Martha later showed up or passed by, she was trying to help me. However, she didn’t know how to help me so she ask the manager.The manager was so rude and approach me as if I have disturbed her!! Very very rude.We can’t help you! You have to call on the number on the back of your credit card. I told her I did and after listened to the automation and answered to the automation and etc. I was told it is closed. I asked to call the number for me, so she did and left!!! Very unprofessional!!!
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August 2023 by Vivian A.
COVID-19: Social distancing is not enforced at this establishment. Some of the staff wears a mask. All customers are not expected to wear a mask. It's optional now. There are some hand sanitizers available for customers to use. This place is open and available with no limited capacity. They are not sanitizing in between customers. COVID-19 Vaccination Proof: This establishment currently does not require proof of vaccination. While I was asking some questions in this establishment several days ago, I asked if they had any special offers and they weren't offering any at the moment. They also do not allow pets in their establishment UNLESS it's a service animal. Parking: The parking lot for this establishment is located underground. However, you can park in front of the establishment too. The downside of parking in front of the establishment is backing up into a busy street. Staff: The staff here are very friendly, knowledgeable, and helpful. The establishment itself is very tidy, clean, neat, and organized.
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May 2023 by ROBERT P.
One teller 5 people in the line it takes 20 minutes. Too slow . They need more Teller.
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March 2023 by Pauline K.
It's good but they close too early most people live in san marino do not need to work but some of us do work can't make to the bank after 5 p.m.
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February 2023 by Kimberly Knopf
This review is for the manager of this specific branch. I found I was treated very abrasively and was interrupted by another customer who felt the teller was being rude to her. All in all, I do expect to be treated with atleast some politeness, especially if you tell me you’re the Manager. Considering how much money I have with B of A, I shouldn’t feel like I’m a “bother”, which is how I felt. Doesn’t say much for being a Platinum Plus Preferred Account holder.
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January 2023 by Belinda H H.
Avoid this bank location if you can. They normally only have one teller for the whole bank. The lady standing at the information station just don't care and their teller is always on break or lunch . If you know you are busy during lunch hours, you should change your teller shift. I have heard so many people complain about this location.
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August 2022 by A. De Santiago
Surprisingly rude service at this location.
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August 2022 by Joyce C.
This branch is clearly understaffed. The wait time is always very long. Just 4 or 5 customers in line means you will be waiting at least 30 monutes. Some staff aren't properly trained either so have to frequently interrupt the other teller for help. This branch needs to replace the blonde lady in charge of the front reception by the entry. I watched her raise her voice at an elderly lady who was confused, which made everyone uncomfortable. I asked her a question myself later, which she kept interrupting rudely without even understanding my question. She is one scary lady and her presence makes me feel like I am at the DMV.
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July 2022 by Ana D.
Update 7/26/22: Following my experience described below on 7/25/22, I made an appointment to speak to someone in person about it on 7/28/22. Today I received an email canceling my appointment with no explanation. Katherine must've read this review and cancelled my appointment.Original review: Very unpleasant interaction today with the representative, Katherine, who was unnecessarily hostile when I walked in with some questions. She clearly wanted me gone as soon as possible, I really am not sure why, possibly how I was dressed casually or maybe the fact that I am a Latina and walked in with a child, maybe she thought I was undeserving of her time. I live in the area but this was my first time visiting this branch. I also had other questions and wanted to inquire about opening new accounts and lockbox but was put off by her initial responses. Before leaving, I did tell her I was surprised by her attitude toward me and have never been treated like this at a bank, but I did not receive any apology or acknowledgment, she just stared at me to leave. Maybe she was having a bad day, but the interaction could have been handled in a better manner.
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March 2022 by Ted B.
I come here often, Wendy Garcia is my business banker. Very professional and always helpful with proactive advice. Just did a wire transfer this morning, took 20 minutes with a morning appointment. Thanks Wendy!!!
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February 2022 by Jamie W.
Worried about this location. There is no information on the front window. This branch was a great branch. Can't blame everything on Covid. I think the profit margins are not what BofA are looking for so they want you to use a machine to do your banking. Perhaps the few banks that are open will have such long lines that people will just resort to non-person to person banking. But hang in there. Stay in line and when it is your turn..take your time. You earned it. JW
