Bank of America Financial Center — Local services in San Francisco

Being so close to so many companies, this center probably receives customers who come in the middle of their work days and need to return to work. There is a requirement of efficiency and the pressure of time.

This center needs to improve the customer wait experience. When entering the business center, there is no sign-in or estimation of wait time. Instead, there is a man with an iPad who walks around every now and then to sign you in but he has no idea who came in first, causing him to attend to people who just arrived, and further frustrating those who have been waiting for up to 20 minutes. There is also confusion regarding where to sit. Multiple waiting areas increase confusion and customers are left picking a random spot and hoping they will be noticed.

This system can be improved by allowing customers to sign in apon entry like at a restaurant- with a proper queue- and then directed to the appropriate seating area. This can be further complimented with a triage specialist who can point you in the right direction if your request cannot be fulfilled at the center (nothing worse than waiting 30 minutes to find out your request requires an appointment).

Additionally, hiring more resources during lunch time to better manage the lunchtime rush would be helpful as it was empty for about 25 minutes until someone came by to help very frustrated...

I scheduled an appointment with mortgage consultant Loan Cao for Feb 24 at 12:30pm a month ago. On the day of the appointment I got a call from a Chinese speaking branch associate about half an hour right before the appointment, told me Loan Cao can't make it and had to reschedule. I decided not to go forward to reschedule the appointment and asked her to cancel the appointment rescheduled for March 3. It turns out she did not cancel the appointment for me, I had to personally call their branch on 33 New Montgomery Street to cancel the latter appointment. The worst thing is that after I cancelled the appointment which wasn't supposed to be rescheduled, I got a second phone call from the same associate after 12:30pm (original appointment time) to inform me that the consultant regained her availability because the previous client cancelled the appointment on her. Hmm, it suddenly struck me that she prioritizes her appointments based on her VIP list instead of adhering to the time slot she ought to be committed. Do these people not realize the image that they project of BOA and respect for other's time? Don't beg clients to come in and then flake...

My experience with Conrad Mo was quite unpleasant. It is not appropriate for a notary to state, “As the notary, my sole responsibility is to witness the signing of a document. The content of the document, whether it states that you intend to kill someone or that you are the president, is irrelevant to my role.” Words are harmful and should not be taken for granted. It is also inappropriate to look at individuals suspiciously or to insinuate that they are criminals. Additionally, when someone asks clarifying questions, it is important to provide the information, not directing someone can look it up on their own. This does not imply that the person is uneducated; rather, it is a reasonable expectation for them to seek additional information. Your clients deserve...