Bank of America (with Drive-thru ATM) W Gray St, Houston

I used to love this branch, but my experiences lately have been awful, and I may change banks. Yes, we are all effected by Covid, but there is no excuse for making contact with your bank so difficult. one has to try again and again to get someone on the phone, there is no notary, and one has to make an appointment to see someone. i had an appointment at 2.30 today. I am disabled and got a cab. On getting there the bank was closed due to NO RUNNING WATER! Why didn"t someone notify me, so that I didn't waste money and time. I actually cried, and the cab took me home again. Miriam Murphy, a customer for many years.

35 minutes to cash at $400 check. Not one apology even after I asked for it the manager/teller gave me a snarky look and said have a nice day. I would not bang care if it was the last bank on earth. And apparently there’s a lot of other people that feel the same way

On Friday August 27th at 3:45 pm I arrived at bofa branch located at 1905 West Gray St, Houston, Tx. I came to branch office because I needed assistance uploading my documents due to mortgage loan. At front desks I was greeted by Belinda Luna a branch manager. I was worried whether Ms Luna would be eager to help because I had a lot of documents & office was closing in 15 minutes. She didn't let that faze her she charged right in at tasks at hand. One of things I noticed about Belinda from previous interaction she provides customer service with smile. How rare right! Belinda also assisted me in retrieving my rental history from my leasing web to email to lender. I was able to accomplish everything I set out to do this visit in large part due to Belinda Luna. Belinda provides excellent customer service & has sincere interest in assisting customers with their concerns. She is a real asset to her employer Bank of America.

I do not have the foggiest idea what these bad reviews are about. This center, and this bank in general, has always gone above and beyond for me. They are always nice. I've been places where they were insulting, so I have seen contrast. No hidden fees, always looking out for your best interests, extremely helpful when you really need it. This bank deserves 5 stars, no less.

Why this location is still open if it has less than 2 stars !!!! I requested a letter from this location last week They said it should be ready within 4 days and that they will call me Ever since I’ve been ghosted I called 13 times (literally) in a different times/days and no one never answer the phone!!! I’m so thinking to close my accounts with them and go to a different bank Disappointed

Update - Funny how they reach out on google reviews right away. They had their chance in the branch. This is not a normal bank. Their policies are terrible. Not the normal customer service you'd receive anywhere else! Worst customer service! Not just this branch but all of Bank of America is awful! Other banks don't have such stringent rules. Constantly can't get anything done. Countless hours wasted and finally will be switching banks!

7 people in line (after 2 people got frustrated and left) with one teller. Manager just asking if you want to deposit a check in the interior atm instead of opening another window. Update, line out the door and I still haven’t moved in 20 minutes I am updating this review to address Bank of America‘s reply seen below. Everyone in line knows how to use the app and an ATM. None of us are masochistic enough to wait in a frustratingly long line if we could do what we needed to at an ATM or from our couch. Here is an innovative idea… Hire more tellers! Maybe that’s not allowed because you follow a “mind over matter“ policy. You don’t mind, because we don’t matter.

I received excellent customer service from Stephanie Alarcon, your assistant manager. I really appreciate her professionalism in explaining to me the reason behind the issues that I was concerned about in my new Business Account and the limitations that existed that were different than my personal accounts that I have had at the bank, and its predecessors, for over 50 years. She also promptly sent me a check book cover for my new account. It was a small matter but was important to me. I am happy with the experience and wanted to express my appreciation to and to praise Ms. Alarcon.

Could not be a slower bank on earth. All drive-throughs are closed now and they have closed the convenient branch near me. Been at least a 30 min wait each of the last 4 times I have been here. I feel bad for the staff, but they have 8 extra employees and only one actually working at the window with the line out the door. Seems like the least efficient system possible for customer service.

This branch of Bank of America lacks staff, wait times can be long, and the staff that is there, though courteous and aiming to please on first impression, do so only to fit their job description and have little concern for individual client needs. I took my 93 year old mother to the teller one day, my mother has moderate dementia, the staff there knows her situation well, and they let her take over $2000 in cash, basically everything in her checking account, without even questioning her about it or alerting me who was right behind her. I had already been told indifferently by Michelle there that they cannot stop clients doing what they want, but that does not mean they should not try to show concern and have the client think through his/her actions, especially when they know the client is vulnerable.