This is a great company. Love their customer service at the Montgomery branch. Alex and Evan were big help. Especially Alex he was so patient with me and he helped me set up my HSA account. Thanks Alex!!! read more

Very good service, great cd rates and very good follow up. Always get someone local or at least in the United States. They make every effort to solve any problem you may have.refreshing that they do not out source to foreign countries read more

I finally got around to making an appointment after someone here cold-called me. I was moderately pleased with him and then made a follow-up appointment. Today was my appointment and I called to change it for personal schedule reasons. His extension was not working and the link to reschedule did not work. I called the generic number and they disconnected me. When I finally got through I found out my person retired (in the last 4 weeks since I JUST met him?!?!) and a new person was assigned and ready to meet with me today. I am not the largest and not the smallest client and this is unacceptable. Although she said they were "communicating" with clients to tell them of the retirement, I had received nothing and no notification. In fact, I had a confirmation email just three days ago. If I had shown up today for a follow-up, it would have been another new meeting with someone to bring her up to speed; it would not have served me and my needs. No thank you. I will take my money elsewhere. So frustrating read more

The worst customer service overall. This is mainly for their online service. When calling the 800#, they provide you with 2 options: a callback or wait online for 15 min---either way--the call is not picked up after 20min AND it takes them 3 days to call you back. In addition, their follow up with actions that were "supposedly" completed, however were actually NOT, never happen until it's too late. That is, a request for a wire transfer that is BOTH CONFIRMED via text AND email, but never happened AND they charge you a $40 fee. The WORST, foot Schwab, etrade..., anywhere but here! read more

What a joke.. Call multiple times for an appointment. My wife and I were looking into retirement plans and wanted to see where to invest. We spoke over the phone and advise to come in on a certain date and time. We wanted to make sure to be punctual since we're driving an hour away. Once we arrived they advised they're booked. Why would you tell us to come in? They said the best we can do is wait. Waited for an hour. Once we started to discuss what we wanted, they didn't even put in the effort to help. All they did was read a pamphlet and gave us a generic plan without going into detail. We already knew this as it was discussed on the phone. Basically they repeated what was on their website. In all honesty this place is a gentrified business. If you don't have investments of a Silicon Valley employee, you're a waste of time. They were the ones who said we should come in to discuss our options. Is this what you offer to a Fidelity member? Don't know why I took a day off work for this. Rather take my investments out to someone who actually cares. Why are you guys even working there? I hope management takes a look into this matter. The automated service is even better than this place. Ridiculous... read more

The company is great as we have plenty of $$$ invested with them and their representatives on their 800 number are top notched and knowledgeable. However, this Burlingame office is terrible with lousy customer service and are deceptive. What a waste of time plus the 30 minutes driving to get there. I was having problems with the on-line authorization to add my daughter as an authorized agent to a 529 account. The 800 representative provided me with a link and told me to fill out the link on-line and take it to an local Fidelity office for signature. I arrived yesterday afternoon and presented the papers to the counter person - "Chris T". He was not interested in what I had to say and dismissive. He said the form was wrong and when I tried to explain to him it was recommended by the 800 representative, he seemed disinterest. He started asking questions of the form, when by simple scanning he would know the answers. His philosophy was intimidation for us to go somewhere else. When I asked to speak to someone else, he said there was nobody else. That was a lie as a female representative walked out from the back office and met with another customer. We left with nothing resolved and he did not provide any information on how we could take care of this problem. We finally contacted our Fidelity rep in the SF office and this problem was eventually resolved. As of this moment, I am addressing a letter to Abigail Johnson, CEO Fidelity discussing my experience. Warning - the service here is totally unlike the service that we have experienced with Fidelity. Maybe they should shut this office down! read more

This is a great company and this is a great office. I have been using this particular office for about 6 years now. I have an excellent CFP that is here and Fidelity has a great reputation. I cannot even imagine having a bad experience here. Highly recommended. read more

Ok, this place doesn't seem to know what its doing. I was advised by the call center to go to the branch to complete a form. When I got there everyone had gone home early. The second time I went to the branch, I waited 30 minutes for the person to complete specific paperwork. He is supposed to be the expert. I completed the paperwork with the Fidelity notary in there office. I just receive a letter from fidelity indicating the paperwork is incomplete. What a waste of time, gas, energy. Now I'm on hold with fidelity for 20 more minutes. UPDATE I had to return to this Fidelity branch to use their forms for my signature. I met with their notary and expert to complete the form. Got is all done in 45 minutes. They said it take 5 to 7 days to process. I waited two weeks. I called Fidelity customer service. They said the form was improperly completed and would not work. UGH! I got a hold of a manager and he authorized closing the account and sending the check. $45! All that for for $45! read more

I went to the Burlingame location earlier today to discuss my Fidelity account with an adviser and they would not meet with me in person because I had less than $50,000.00 in my IRA - what a joke. I am 25, a homeowner in the Bay Area, and the woman at the desk doesn't know what amount is in my bank accounts. What terrible customer service. The best part of the experience was going back and forth with the woman in the front having to explain to her that my money isn't in a mutual fund, nor is it even being traded. For some reason, she insisted it was without even looking at the account history. Why would I want you to manage my money when you couldn't even figure out what was going on with my account? Looks like I will be going through another company. Thanks Fidelity for treating me like trash! read more

Needed to process some paperwork from the internet and was told over the phone that I could go into a branch to expedite the process. Came in around 10am and was immediately helped. The man at the counter was actually much more helpful than the agents I spoke with via the 800 number. I didn't catch the man's name that helped me, but I appreciate his knowledge and helpfulness! Much easier and more convenient than calling the Fidelity call center and sitting on hold forever. read more

After reading the reviews I expected the worst and planned an hour to make a simple transfer from my Fidelity account to my linked Bank account. Immediately upon entering I was greeted and assisted. Chris completes my EFT transfer within minutes and I was on my way. Thanks for the great service. I have experienced nothing but quick considerate service at this branch in the past. I'm glad to see nothing has changed. read more

I'm looking to do an SEP to IRA rollover. I got an email solicitation letting me know about this location today. I'll check it out later today... If you move money into Fidelity and you are a United Milage Plus member you can get upto 25,000 frequent flier miles at this URL: http://www.fidelity.com/united I'm hoping the rollover amount counts!!! This promo is not available at Charles Schwab or E*Trade; however, TD Ameritrade does have a similar promotion... read more

Have always had a great customer experience at Fidelity, Burlingame ofc. I've been a client since 1996. Many well performing, low cost funds, etfs. Free advice from knowledgeable represetatives. Full brokerage house. Fidelity has a great website! read more

When I switched to Fidelity, I knew I was downgrading and expected a lower level of service. But the one person who usually helps me keeps making mistakes and gives incorrect information. She's trying though. I'll give her that. I just hope she gets better at this. The person who helped fix one of the mistakes on my previous visit was great. So I still have hope ... read more

This location SUCKS! An investment firm who doesn't answer their phones is worthless. Merrill Lynch and UBS and TD Ameritrade all answer their phones but not Fidelity. read more

They keep you on hold for 20 minutes or longer, each and every time you call. The people you speak to never know what they're talking about. I spoke to 5 in one day and had different answers from each person. They do this on purpose to frustrate you so you don't take your funds out. I persisted and pulled out my funds. This company is pure evil! read more

Financial Consultant did not return telephone calls and e-mail. Receptionist did not connect me to people who could have helped me with my concerns. Customer Service? read more

I went in to make a wire transfer overseas. I normally do it through money gram which is cheaper than Fidelity and less interrogation. I went in with a filled out form and the clerk had me fill out basically the same thing. Then he called their wire transfer department (India) it sounded like. He said they were in Texas. They made me feel like I was a criminal trying to transfer my money. They kept telling me how they normally don't do this on new accounts. I have made nothing but deposits into that account and very minimal withdrawls. They asked why I was sending the money to my relatives and I said because we had stayed at there house and I wanted to thank them for the hospitality. They are Rice Farmers overseas and make about $200.00 US a month. I thought they would like a little gift and thanks from my wife and myself. Its really none of their business why I am sending money to anyone. I understand that banks are out for your protection, but this was not a pleasant experience. I felt very uncomfortable and had to call my work to say I was late for a meeting. At the end of the call she ranted again about how I was an exception and they normally don't do this. She had asked me so many questions on my past on addresses 30 years ago. I thought by the tenth question it would have been enough When she said IF the transfer got posted to the wrong account, they were not responsible. I immediately cancelled the transaction. I am not one to complain, but I feel this needed to be said. Also no apologies from the clerk behind the counter either. read more

I went to this Fidelity location today with my mother. She took off the day from work to come to an appointment, which was confirmed with a Mr. Jared M. via email. We got the name of this person from the downtown San Francisco Montgomery Str. location. We also went the week before to the downtown location to see any available advisor. None could be found to talk to us in person. She had made an appointment with a Ms. Lucy on that day, but was told this person could not see us. Today Mr. Jared M. told us he was seeing someone at our appointment time, so he could not see us for our appointment. This is the worst customer service we had ever experienced! Do not put any money in this company! read more

Brian Endecott was the BEST person we have dealt with at this office by far. He was extremely professional, personable, knowledgable and courteous! He was well prepared and truly showed that he cared about the client. He represented Fidelity very well and we left feeling very good about getting the advise we came in to discuss! we definitely will be dealing with him from now on! read more