I have been a customer since 2007 and I have a number of accounts with Wells Fargo. In the past I have been hit with certian fees due to features/services not being setup correctly, when I went into a branch and spoke to someone every fee I have encountered has been reversed and the issue corrected. Idealy it would not happen in the first place however their customer service has almost always been good for me.
Wells fargo is a very big bank and I have been in ~100 branches. Not every one of them has had good customer service, I do not blame this on the bank but that branch. The few branches that had poor customer service I simply don't visit again.
Wells Fargo does have a somewhat convoluted requirements to waive the montly fee, such as XX auto deposit OR XX debit card swipes per months OR $XX in a connected savings account. The values depend on the account but for example the savings requirement is $300 for the loest which is reasonable if you intend to have an emergency fund. Direct deposit requirement is like $500 so per month. None of these should be an issue for someone with a job and using wells fargo as their primary bank.
Wells Fargo is not the ideal bank to go to when you don't have credit or good credit, even as a customer I needed to get my credit score >680 for them to approve any form of credit, they even denided me a secured card. They do however show you your FICO Bankcard Score 2 which is an actual score used for credit cards.
I personally would recommend Wells Fargo if someone needs a Coast to Coast bank. Credit Unions and other banks may be limited to a reagon, everyone says Credit Unions are better but in my experince that is like Wells Fargo, it depends on the branch and some Credit Union branches can be terrible.