Burke & Herbert Bank Cooper Rd, Alexandria

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!

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.

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.

After 33 years banking with Burke and Herbert I’m giving up on them. I’m tired of them being under-staffed, expensive on fees, shortened hours, and far behind other banks in adopting modern banking methods. Banks should be convenient and easy to use, with a focus on customer service. That’s no longer Burke and Herbert, where their favorite word is "No". It’s work to bank here, and I dread going into this branch in particular. UPDATE 06/16/20 : Best move I ever made was moving my business checking from this branch to Bank of America. So much easier to do business with, and updated banking methods at reasonable fees.

Mount Vernon BHB are beyond helpful! They helped me with the online banking, all i needed was my ID. Any issues I had in the past were solved right away. If I knew about BHB before I wouldn't had never created an account with Wells Fargo.

I came here trying to change the name on my account after getting married. I called beforehand to make sure I didn’t need to bring anything extra. I was told just to bring my license with my new name. That’s what I did today at the Cooper Road branch and they told me I couldn’t make the change without my marriage license. This wouldn’t have been a huge deal since misinformation happens, but the woman I first tried working with, Celia or Cecilia, was incredibly rude and acted like I was making her life so difficult. Her attitude alone makes me want to close my account here altogether.

During the Covid Pandemic branches are closed & the drive through hours are cut off at 4pm. Essential employees, Like Nurses, Doctors, CNA's, Medtech's, Actually on the Front Lines & Locked in the Hospital taking care of sick patients don't get off work by 4pm. Terrible customer service.

My father has passed and I was trying to contact the bank to go over some information, the first girl I spoke to was semi rude , seemed annoyed that I had questions and def did not want to help, she placed me on hold so long the phone rang back into the office where a man answered who didn't know why I was calling and I had to start over, he said his name was Chris and he was a branch manager, well he said he couldn't answer my questions right away that he would have to call me back , which of course he did not, I don't know what kind of bank would be so disrespectful, my Father just passed, my family is struggling with the situation and to top it off a bank my father chose to use has no customer service skills . I would recommend leaving this bank if you are a member because they really don't seem to care about their customers

Very very slow and doesn’t seem to be organized