BMO Bank of Montreal

I had a very unpleasant experience in this branch this afternoon. I was brutally treated, scolded and yelled by a staff member named Sara Wan. She actually made a mistake of the situation herself, but angered me. My family and I have been customers of this bank for more than ten years since immigrating to Canada in 2008, This incident made me full of disappointment with BMO Bank's service and staff quality.

I have been a client of the BMO Branch in Park Royal South for several years now, so I can confidently say that the way that this branch functions ought to be an aspiration to all the other banks. The way that this branch operates demonstrates that banking innovation and old fashion customer service can be combined to deliver an exceptional customer experience. The first thing that one notices upon entering the branch is that the staff truly enjoys their jobs and all the interactions with customers are genuinely personable and professional. The customer never feels rushed, and yet at the same time, the wait times are very closely monitored and non-teller staff steps in right away if there are more than 3 people in the line-up. Everyone on staff is very knowledgeable and helpful; if they notice that a customer can benefit from a new product or service they recommend it and explain the advantages, so one never feels that they are missing out by not knowing what else the bank can offer them based on their specific needs. Also, even though there are different banking functions represented at the branch that have divergent reporting structures, they all operate as a seamless unit for the benefit of the customer. The culture of an organization is always a direct result of the management’s mandate, values and directives. The Branch Manager, Maninder K. and the Assistant Branch Manager Anna H. both deserve credit for creating this excellent atmosphere where the customer feels welcome, appreciated and where all of their personal and business banking needs can be met in a comprehensive and proficient manner. I am a very happy customer and every visit to my branch is a pleasure. If you are thinking of switching banks, I would highly recommend this branch. ********************************************************************* Since Google won't let me add a new review, here are my comments about the Park Royal Branch six months later and under new leadership of Christine W.: Big “Thank You” to Christine W. for managing the Park Royal BMO branch during the COVID-19 crisis with such grace, efficiency and concern for both, her team and the customers. Despite the challenging circumstances, all services are available and provided with the same professionalism and enjoyable interactions as before. The entire staff has been exceptional and working extra hard to maintain normalcy with their usual kindness and competence. THANK YOU! JUNE 24 2020 The Park Royal branch has handled the COVID-19 crisis in an exemplary fashion, but perhaps due to the general stress in the population, there seems to be a larger number of unpleasant customers. I visit this branch often and I have witnessed a few times customers being belligerent to Marzanna K. I admire how she is able to remain professional and positive when interacting with impolite customers and how she gets them to very quickly calm down; some have even apologized for their behavior. I like interacting with Marzanna, because she is not only precise and focused on the task at hand, but she is always letting me know of any product or offering that can benefit me, while at the same time being very personable and friendly. She is a great asset to the PR branch.

Went in to get assistance with a wire transfer. Was handed a form with no explanation and was told they can’t explain to me how it works. I left more confused than when I came in. Offered no assistance with explaining what information I needed. The lady behind the counter just shrugged and said oh well. Also the temp was extremely hot. I was dripping sweat. Terrible customer experience

I have been a customer of this branch on and off for over 40 years. Most recently for the last 9 years. Customer service and basic competence has declined drastically to a point where branch personnel don’t even respond to banking requests (transfers, etc) any more. I have contacted the branch 6 times in the past week trying to set up a simple transfer (something I’ve done many times in the past) and no one has bothered to respond. I can see from the other reviews here that this is not an unusual occurrence. You’d think with this many similar bad reviews BMO would do something about it.

As much as they are helpful the line-up and ratio of customer to staff is frustrating and bad. Every day, there are 5-10 people on the line while there are only one representative and rest of the people working in the branch are sitting on their office playing with their computer. Not comparable to other branches and very disappointing management

I showed up on a Saturday wanting to open an account and a friendly advisor took me in to set everything up. Spent 20 mins there and the system crashed. Came back with an appointment and bank account was set up. Then credit card system isn’t working and we have to re-do everything manually. Your staff are great but why don’t their systems ever work? I don’t think either of us want to waste hours of our time.

Recently visit this branch with a very pleasant financial planning experience from financial planner Lu An, she is very professional and experienced in investment and retirement planning. Friendly and thoughtful response to my questions. Recommend this branch.

I've had a very pleasant experience with financial planner Lu An recently. She is friendly and very professional. She explained everything very clear to me and help me understand different options and finds the best option that suits me. I will definitely consult with her again in the future.