Bank of America

This BOA lists as being in Alexandria because is faces Lincolnia Rd at an intersection where three areas meet. It is between a Starbuck’s that lists as Falls Church and across the street from a gas station in Annandale. Although there are several BOA locations closer when I needed assistance I headed to this location which gave the impression of being more customer focused. This is a pretty fair sized stand alone location. It has its own parking area and as a bonus is next to a nice Starbuck’s and very close to a 24-​hr Harris Teeter. There is a drive through as well.
I was having a problem and wanted to talk to some folks. I have stuck with BOA primarily because of the online bill pay feature and the account options I have set up to pay easily and consistently. Well, when I went to pay my bills I could not see the information upon which I rely to track information and make correct payments. BOA had ‘improved’ its bill pay setup and I could no longer find my records. I was frantic and pissed and ready to switch to NFCU.
The team at this location, or at least the two women with whom I dealt, did a really good job of keeping me calm, listening to my concerns, and helping me remedy the issue. The woman who greeted me shortly after I entered gets a gold star for chatting with me, trying to help, and getting me on the list for further assistance. I had to wait a little while for the assistance I needed but there was a place to sit. I appreciate that the woman who helped me listened to my concerns and helped me find the information I was looking for relatively quickly. She understood I needed a moment to rant and gave me that. There were lots of reasons this could have gone badly but it didn’t. I will even go so far as to say it went well and for the first time in a long while I am glad I have stuck with this brand.

It’s amazing how branches of Bank of America differ geographically and demographically. I’ve had a great experience with the one in Reston but not so much in Herndon and Triangle. This is, though, is probably one of the poorest ones. I happen to live nearby and have to use it.
While the tellers do their job fine (I used them only once), everyone in this branch seem to be a very unhappy person. Never smiles, don’t even respond to ‘Happy Holidays” and «have a nice day» with anything pleasant on their faces. It’s like the most depressing place ever. The customer service is like robots and they are definitely not there to make you happy. I’m not talking about smiling, just having a normal positive face expression that will actually make you want to communicate with that person or come back to this location. And all I needed was just to notarize a document. I wonder how helpful they can be if someone shows up with a more complex problem.
The other day I tried to address the issue of the touch screen of their ATM. I’ve been using it for a while and over time it started to become non-​responsive, not sure what the problem was. When I tried to address it with their customer service, they tried to deny the problem (like I really need to come to this depressing place and waste my time on complaining about something that doesn’t exist). The customer service guy said ‘I used it this morning and it worked fine’. How is it relevant? Then I suggested that maybe the machine is getting old and the touchscreen doesn’t work as good as before. The response was ‘They don’t get old’. Excuse me?!! Everything gets old and there are plenty of examples of non-​responsive touch screens over the course of time. At the end, he said, well, they are putting an extra machine in soon. That’s great to know but it’s not really solving the issue I addressed. And, of course, it was the unhappy ‘why-​you-​bother-​me’ face and attitude.

I live very close but I always rather to go to ballston branch you need to change associates to more efficient and knowledge able employee. not very polite either.

This is a great branch. The tellers are really nice and fast. They never give you attitude or a hard time. All my transactions are done with a smile! Much better than the Duke St. location.