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February 2024 by R.Abbie Gerhart
Horrible place. Already hate going to banks and this one makes it so much worse look for another branchThe automated reply is pretty much telling me that to go to their online and app.Wow even they're not confident about this branch.
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November 2023 by Howard Rheingold
The worst possible customer service. Find another bank. That's what I plan to do.
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March 2023 by sandy l.
this branch routinely has extremely long wait times and Bank of America in general does not have good customer service. I highly recommend not giving them your business.
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March 2023 by Jason F.
To call it bank if America reflects poorly on the country. Please change the name in the foreseeable future .
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September 2022 by Maria Elena Franco
Shilu helped me and she was great - smart, fast, and friendly. We’re leaving BOA because we don’t want to be invested in a bank that is a BIG investor in climate change - switching to a credit union - but Shilu was wonderful.
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February 2022 by Tom S.
Worst Period Bank Period Ever Period!Want to go to the branch for help? Nope, they can't help you.Want to call customer service and wait on hold for an hour? Doesn't matter because the number you were told to call is the wrong number.Want to get transferred to another department? Nope, that is also the wrong number.Ninety-six minutes later, want help? Nope, that kind of help can only be done at the branch.Want to go back to the branch for help as instructed? Nope, you need an appointment.
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November 2021 by elizabeth s.
Awful customer service. I need a copy of my last mortgage statements. I called BofA and they only send mortgage statements by mail which rake 7-10 business days to receive but they said I could go to any BofA and have them print a copy. So I went to this branch in Mill Valley.. I wasn't sure who could help me and there was no one to ask so I waited in the teller line. The teller to me she was not able to perform that type of transaction and I would have to call and have them fax it to the branch which takes 24 hours! BofA look at your calendar it's 2021! We have computers now and guess what? They can give you access to information for your CUSTOMERS. The teller got her manager who told me a teller couldn't get the documents because they only handle money. The manager, who was extremely rude, then told me I needed to make an appointment because they closed at 4 and there was no one available to help me. I told the manager I needed the documents today and was told when I spoke with customer service that I could go to any branch and they would be able to print the document. A simple task but not at this BofA. It was only 3:30 at that point and I had already been there for 10 minutes. I had to remind the manager that I was the customer. Finally the manager told me to go wait in the lobby and if someone became available they would help me. About 5 minutes later a gentleman did come and help me but he too had to call the loan department. At first the woman in the loan department could find no record of the loan even with the loan number, social security number, address and phone number. Finally she figured out who I was and transferred the gentleman helping me to the area that could assist. The person emailed the document to the person helping me and he printed it off. So almost 40 minutes for something that should've taken 5 minutes. The rude treatment and lack of putting customers first is very apparent here. I will be happy when my refinancing is complete and I don't have to work with BofA ever again. Getting my mortgage fro. them almost 9 years ago was a horrific experience so good ridden BofA! You can keep your rude staff and ineffective processes.
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September 2021 by Halia D.
Time and time again I have had the worst experience at this location as well as both of my parents. We live in mill valley and this is the closest location for us. As immigrant my father has a strong accent and can never get anything done with them unless I am there to help facilitate. Everywhere else he does not need a translator because the main language of our country is english but for some reason here they can never get it right. They treat him as less than and simple transactions they deny. When they mess up they blame you, and when they realize they are in the wrong after gaslighting you try to act as if it's a minor mistake. They are very unprofessional even went as far as to tell my mother that someone she had spoken to "Jerry" did not work there until she had to play them a voice note from said employee. The manager then said "oh that jerry"......Brad another employee, made a promise and told my mother every would be resolved and her money would be back in her account after 90 days when in fact did no such thing to facilitate said transaction. They are dishonest and constantly play with peoples money and time. Never have I ever had to spend 3 hours in a bank including one hour after closing because of their incompetencies.
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June 2021 by David T.
Until recently was a customer of this bank since 1993. Last year sought to refinance our Bank of America mortgage. Incompetent representatives, misrepresentations, mysterious rep departures, supervisors even worse. After many months of professional incompetence and horrible customer service, I went to First Republic, who got the deal done professionally and seamlessly. Have closed all accounts with Bank of America will never do business with them again.
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February 2021 by Michele Pfeifer
They always have new tellers and take forever. When you go there expect to waste a hour
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January 2021 by Justinian Hobor
Truly an awful bank. There's no point in making a reservation because they don't keep them anyways. The manager takes pride in being unhelpful and should be fired. Go to Wells Fargo or anywhere else!
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December 2020 by Denise L.
I think that this is the first time that I have written a review for anything, but this was a terrible, terrible experience.I needed to get a wire transfer for a real estate transaction. This takes five minutes. When I got to the bank, was told that there was no appointments [which I knew already, as I had tried to make one as soon as the money hit my account]. I let the manager know that I had to make a flight but he did nothing- did not pull someone to do a five minute urgent banking task, did not call over to the other bank to see if the line was less, but instead stood there passively for 20 minutes while he did not defuse a customer issues. I was in the bank for 40 minutes without getting the wire transfer, had to call real estate agent, escrow officer etc to beg to let me do it the next day. I had to finally leave after 40+ minutes and almost missed my flight. Terrible terrible terrible service- the manager should not be in that job.
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November 2020 by Jason Polites
It's like the DMV of banks
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August 2020 by Jonathon Bermea
Wow this bank is absolutley fantastic! With all the insanity because of this pandemic, it is refreshing to have a local bank that knows how to take care of its customers. I usually don't write reviews, but the most recent review has encouraged me to express my gratitude for the amazing professionalism displayed by bank manager Joan. If that review is referring to the incident that took place Thursday afternoon, then these reviewers are beyond normal care. Whilst waiting patiently in line to be helped, a pair of individuals aggressively approached the entrance walking right through all of us waiting. This prompted the security guard to become very alert and on edge, and in turn made myself and the other people waiting in line extremely nervous. They then walked past the guard and right to the corner office area. There was already a manager in her office helping her client, who mind you was with a small child. These people tried to force the glass door open yelling at the manager demanding that they see her. I was shaking watching them scream across the bank.After the manager closed her office door to protect herself and clients, the guard was called. They then walked to another banker and began threatening her. I don't know what was exactly said, but before the security guard called the police I was very scared. This is NOT how you behave in a bank! Calm down and let the good people do their job!After they were escorted from the premesis the entire bank lobby could finally breathe.I can't even believe how Joan and the other staff kept their composure. Thank you BOA for having staff that looks out for the safety of its personell and customers!I've been a customer for 10 years, this was the cleanest and friendliest bank I have been to in a long time. You've still got good people BOA keep it up! ?
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August 2020 by WADE WINBLAD
B of A seems to be having some major problems.We needed a savings account.We had to make an appointment for such a trivial but important task.They weren't answering their phones.So we had to go in just to make an appointment.So we came back for a 1:30 appointment.When we got there, we were told they didn't have enough staff and to come back at 3:00.When we came back, the manager said we'd have to make another appointment.We had waited hours already and insisted not to be bumped again.The manager (Joan) got crazy, yelled at us and slammed a heavy glass door on us that almost broke on us.She called the cops on us for wanting to put money IN THE BANK!!!!!B of A must be going broke because of all the closed branches an severe understaffing.I have been a customer since 1978.We ended up doing an online application with Chase.What a difference!!!!!!
