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| - If I could summarize the experience that I had with Primary Residential Mortgage's agent Jon Robinson, I would summarize it as such: The communication gap between us was not as much of a gap as a grand-canyon sized hole of failure, where everything I was told and promised fell into, burning in the wreckage like a failed Evil Kneivel stunt.
The house I was set on is perfect... I can't even begin to explain in all the ways I loved the home. Historic Downtown Phoenix property, completely remodeled, and a true gem among the other listings I had been looking at for 6 months prior. I was working with the Chandler, AZ branch of your office, specifically with Jon Robinson, as suggested by my realtor, Zeb Adams (who I can assure you may never refer a single person to Jon ever again.)
From the beginning, I told Jon Robinson what I was working with and laid the cards out: Single girl, cosigning with her married mother, including statements of the money in my bank account, residency status, my credit card debt, my cash savings, and that I was available 24/7 to take care of anything he needed. Jon's response was always a "Yeah, Mary. That's fine." I wouldn't have minded the sometimes condescending tone of support if it didn't end up being a mistake every single time that I called him.
Although Jon Robinson seemed like a nice guy and perhaps this may be a seriously steep learning curve, but my entire experience with the company has been BEYOND terrible. Maybe Jon has never written a loan before in his life. Maybe he is suffering through some extenuating family circumstances that are beyond my or his control. Maybe he doesn't even work for your company!
1)When the home insurance came back low, Jon told me he would have an insurance guy reach out to me and quote me a better rate. I went three days without an answer and eventually worked something out with my original home insurance guy, dropping it from $800 to $450
2) He suggested using my credit cards to hold myself over during the process. He didn't tell me once to not use my credit cards, and then when he re-ran my bank statements, told me I needed to pay EVERY SINGLE CARD down to zero, totaling over $6,000 off of my credit cards in order to be able to buy a house
3) 3 days later, after I was considering closing my IRA accounts, he told me I only needed to pay off $3,000, not the $6,000 he told me earlier. This left me in a state of furor since I had to tell half my family that everything would be okay, I didn't need it, my loan guy screwed up.
4) When I saved up all the cash to pay off the cards and deposited it into my account, he said that the money that I used to pay off the cards was not verifiable, when previously he told me not to worry about verification. Unbeknownst to him, and apparently the entire mortgage staff, and literally 2 days before closing (Wednesday the 5th), he said my mother's assets were unverifiable and her almost $20,000 in paychecks in her checking account no longer were valid.
5) We were LITERALLY shaking hands at the new house, congratulating ourselves on a job well done, and we get a phone call. Jon had messed something up AGAIN! Something that neither I nor my realtor had any idea, but here's the briefest explanation I can create... It had something to do with a mortgage percentage changing, and legally I couldn't move into the house for 72 hours (Tuesday the 11th) which is now 6 DAYS after my initial closing date.
6) Literally the night before our new 6 days late closing date of Tuesday the 11th, I get a call from the title company. Apparently, Jon didn't note that my mom was married. Despite the forms we completed, the JOINT TAX RETURNS we filed and signed for, we had to have my dad come in the next day and notarize a form stating that he holds my mom not liable for whatever legal document. Keep in mind, my dad travels 11.5 months out of the year. He is literally home for 3 weeks a year, maximum. Had Jon caught this mistake earlier, my dad wouldn't have had to fill out any additional paperwork; Had Jon caught this 2 days later, my would have been across the country and out of reach for MONTHS.
You can at least understand the frustration and difficult I had to keep from crying when I received a survey in my inbox about my experience. I have literally lost 3 consecutive nights of sleep, and spend countless hours crying over spreadsheets, chain smoking menthol cigarettes, trying to make my finances and verification make sense, and living in a general state of panic and disarray since Jon wasn't doing anything proactively to make things work.
Dont go here.
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