Burke & Herbert Bank Cooper Rd, Alexandria, Virginia

Burke & Herbert Bank Reviews

2.7 stars based on 9 reviews

Featured Comments:

• P

  Penny Melgarejo

  5.0

  This is a rave review for "Dylan Plant". He works at the Cooper Road Branch. He helped me with 3 issues in less than 5 minutes. Knowledgeable, courteous, super aware of all the great features available within this bank. Management definitely needs to reward this bright young man, A keeper for sure.

  ---

  Response from the owner

  Hi Penny: Thank you so much for the positive review. We are very pleased to hear that you are satisfied with our services. Thank you for banking with us!

• M

  M. Elaina Schramm

  1.0

  Presented to the Cooper Road Branch to obtain a new bank card after my card had been compromised. Immediately after obtaining my new card from Cecelia on a Saturday I was still receiving "declined" notices for the old card that was supposed to have been canceled, which she kept. On Monday, I attempted to use the new card to make an online purchase, which was denied because the zip code did not match the card. I called the Cooper Road branch, spoke with Cecelia, who assured me that there was nothing wrong with the card but because I had obtained the card on a Saturday that I needed to wait until the end of the day on Monday before it would be able to be used online. Ok, whatever. Once I began using the card, I started receiving a "purchase alert" after every transaction. I called and spoke with the after hours service and was told that they would leave a message for Cecelia to call me back, which she never did. Eventually, I spoke with Cecelia and she informed me that she needed to do some checking and would call me back "tomorrow". Two days later the Assistant Manager called me and informed me that my only option was to get a new card with a new number. I told him that I wanted to avoid doing that if at all possible due to having to go back and change my auto-payment information after I had just done that with several accounts. I was told that was my only option and there was nothing more to discuss. So much for treating a 30+ year customer of B&H Bank with some respect and concern. After that encounter, I called the Sherwood Hall branch and spoke with an employee there. Nargis took the time to understand my concerns, investigate the issue, and help me resolve it without obtaining a new card. Turns out that there is a feature under the card management section of the app that will provide you alerts. Once disabled, everything was fine. Literally, 10 seconds for Nargis to walk me through that. Thank goodness for Nargis at the Sherwood Hall branch. Cooper Road staff should take a page out of her customer service playbook! Thanks, Nargis!

  ---

  Response from the owner

  Hi Elaina: Thank you for reaching out. We sincerely apologize. Customer service is a top priority of ours. A member of the Bank’s management team will be contacting you to learn more about your negative experience with the Bank. We look forward to speaking with you soon.

• M

  Marina Polio

  1.0

  I am furious, I never thought opening a bank account would be so complicated, worst customer service I’ve ever had in a bank. I came in trying to open a bank account for myself and my child. I had recently moved so I asked if she could use my new address, the lady “helping me “ took copies of my documents but refused to open the account right away. She asked me to write down my social, address and other information and to email her proof of residence. I sent her a bill and other private documents and three hours later she called saying I couldn’t use those documents. Instead of asking me to come again with something else or to schedule an appointment for some other time (just to bs it ), she said she can’t help me. She was not helpful at all and she was rude when I was in the bank with her. She was asked to help me and she seemed bother, from the gecko I knew she was one of those workers. I will never be going back to this branch, they hire people who don’t want to work. Working in a local bank for local people but lack basic customer service, that they can’t even fake.

  ---

  Response from the owner

  Hi Marina: We're sorry to hear that you did not have a good experience with us. Customer service is our top priority and we are disappointed that we let you down. A member of the Bank’s management team will be contacting you to learn more about your experience. We look forward to speaking with you.

More reviews (6)