Denise Booth's (Century 21 Loan Officer) actions reassure us that it is a shame when money and self-pride get in the way of honesty and a commitment to customers.
We felt the specific performance of our counselor Denise Booth were both extremely unprofessional and incompetent. On many occasions she failed to answer our questions, her grammatical usage in her correspondence was below a professional level, and her attitude towards us and especially our agent was beyond apprehension. During this stressful time, she failed to contact us the final 10 days before the actual closing date.
The last we heard from her was on the 24th of March, when she assured us the closing date would be Friday, March 28. I had taken a vacation day from work that day, and if it wasn't for the SELLER'S agent (LeAnn Click) contacting us, we would have never known it had been rescheduled for the following Monday (March 31st).
Hat Monday I had scheduled a vacation day from work, and we waited to hear from Denise again. It was nearly 1:00 P.M. When we finally got the word that the closing was at 3:00. Again the message came not from Denise, but from LeAnn. After sitting in the closing attorney's office until after 6:00 P.M., we were made aware that the proper paperwork had not been sent by Denise. After attempting to reach her by phone, we were told she had left for the day.
It appeared she had sent the documents and left before the transmittal was complete. This only added to the frustration of a situation that was steadily eroding. Again, we would have to try another day.
I would be forced to take another vacation day, and if not for my understanding employer, this would have been a day off without pay. After waiting at home until almost noon on that Tuesday, April 1st, our agent Jerry McMillan contacted us and explained that the closing was to be put off again until Wednesday, the 2nd of April. As a part of Denise's responsibility to get the financing arranged, she misfiled our loan paperwork with Nehemiah Corporation and a fee of $750 now had to be paid by the seller. This should have been avoided by simply applying on-line and the fee would have been waved entirely.
By now frustration had set in with all parties involved.
The seller's refusal to pay this fee almost doomed the whole deal. My wife Debra & I were in complete shock and disbelief that this could go this far only to fail on the oversight of a single person. We were heartbroken.
In the past, I always wondered how people who seemed totally responsible and in control could wind up homeless.
We were only a few days away from being in jeopardy of becoming two of those people. We had given our notice as tenants and had to be moved out of our apartment by April 5th.
After a sleepless night for both of us, Jerry contacted us around 9:00 Wednesday morning and told us the closing was a go, that he was willing to pay the $750 fee out of his own commission just to get us in our home. If not for the kind and unselfish act on the part of Jerry, we are sure this deal would have fallen through.
We feel most of the problems leading up to this could have been avoided by a simple phone call or two and a little common sense on the part of Denise Booth. We just hope that no one else has to go through this type of situation and that some proper training and a little less individual pride would go a long way.
Although monetary loss in not a major issue, I did lose 3 days of my vacation which we could have enjoyed with family and relaxation instead of being stressed out and frustrated by this whole situation.
We do not feel comfortable recommending your company to anyone.
To further aggravate the issue, now that we have moved in, we have discovered many problems with our home, including some the appraiser and inspector ignored, and some the seller intentionally (we believe) hid from us. This is another isuue which is currently under investigation.
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