Charles Schwab Northern Blvd, Manhasset

Staff at this office have always been professional, courteous and responsive. Jack Vogelzang in particular introduced the Schwab Intelligent Portfolio to me and I couldn't be more pleased. The only way they could get a fifth star from me is if they actually gave away free money the way the Fed seems to these days.

If I had the option of giving the staff at this office negative stars, I would. Three different associates demonstrated gross incompentence and created great angst when we tried to make a simple paperwork change to our accounts. Prior to going in to the office we called to get directions as to what documentation we would need to make the changes to our accounts. We did this after having previously gone into the office with documents drawn up by an attorney and notarized and being told our papers were irrelevant and that we had to use their forms to make any changes. Upon showing up to make the changes, with the documents we were told we needed, we were told we needed other documents. This was the third set of directions..... When we tried to point out that nowhere in the written directions, or the verbal directions we were given, was there any mention of needing any other documents. The operations manager was insistent and would not process our simple paperwork. Another associate came out and was no help, exacerbating the situation. After having asked to speak with the manager several times and being told we were speaking with the manager, the actual branch manager finally came out. In attempt to placate, but not actually resolve the situation, he lied to us. When I pointed out his inconsistencies he became silent. We, ultimately, walked out, having accomplished nothing. When I called customer service to explain and complain about the incompetence of the staff in this office, they validated that we were, in fact, correct and it was just a matter of filing a few simple pieces of paper to make the changes we wanted. Be vigilant about following your account if you have one with this brokerage. If they were this incompetent about something this simple what might they do when there is something significant they are expected to do. Unlikely they will have our accounts any more.