Billy Campbell | Branch Manager | PRMI

Emily A C. 

Verified by Primary Residential Mortgage, Inc.

3 years ago

I would have thought that you would have sent a message or called prior to confirm that everything was a go and to make sure that we knew what to bring and what to expect. 

Brandon D. 

Verified by Primary Residential Mortgage, Inc.

3 years ago

Poor communication throughout the process. Poor handling of rate lock. Poor customer service in how they addressed my concerns (essentially not acting in how I wanted affecting my financials and then explaining it away by making further assumptions). At one point was contacted about someone else's account and was thrown questions that made no sense about my deal before 20 minutes in realized they had files mixed up and had to correct them. A few of the staff were knowledgeable but late in the process (when stressed to ensure... read more

Ricardo Villanueva C. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

Better trained personnel whom are able to explain the entire refinance process clearly and precisely. Personnel that can take the time to hear and understand what the client wants from the very first appointment. In addition, transparency with the numbers, don't make promises you cannot keep and give explanations that you can actually back up with accurate numbers and information. Truly regret not refinancing with America Financing or Wells Fargo. 

Zachary A Z. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

Closing on time would have been great. Taking time off work to move and then having you guys fail to deliver is absolutely unacceptable. Not only that, but then having the nerve to give me attitude about it is infuriating. Everything prior to underwriting was great though. I’ll give you guys credit where you deserve it. 

Brandy L W. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

Not being asked for the same documents over and over, employees actually communicating with us to let us know what was happening instead of have to ask our realtor if they knew anything. Lastily, Melissa being able to do her job because we constantly had problems with out loan and her not having the right docs. Or us haveing to find something new last minute because she forgot to do it. 

Erin R A. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

We found it hard to get ahold of people and/or get calls returned. Simple, consistent communication throughout the process would have made things easier to understand. It was also confusing to have several different people emailing at different stages - it’s hard to know who to contact with what questions or information and keep track of who is who. 

Craig Elton B. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

Worst experience of my life. All 5 or 6 agents we worked with would not talk to us. Never felt like our half a million mortgage was worth their time. 2 agents even called my wife by the wrong name. Every email or call was last minute end of business day. Didnt know our closing costs and had to BEG them to send us the info. Realtor had to basically curse and scream to get people to contact us. No contact at close. Nothing. Just this survey. Unreal. 

Amanda Skye D. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

We first spoke with Andy and he was very helpful and informative. We had to work on some credit and stuff so we did and got back in touch with your team and were placed with Wendy W. On more than one occasion I felt like an afterthought. Not a priority at all. Lack of communication about important information and disregard. She was not nearly as helpful as Andy who never touched our loan. Would recommend him but not the folks who worked on my loan. I'm very disappointed. 

Zachery M M. 

Verified by Primary Residential Mortgage, Inc.

4 years ago

Nothing was really to bad, and at the end everything came together. It was kind of frustrating that I had to have my old unit admin call to walk through the steps of me using my VA loan. I also got left in the dark of my loan overall until about 18 days before closing when I found out there was an issue. But still you guys pulled it off and as soon as Genie started communicating with us everything started coming together. My only advice would be to update the loaner more and communicate.