I'm giving this a "3" instead of the "0" I would have given, primarily due to their manager, Cindy, who salvaged our relationship with Prime Lending and helped us get the deal closed.
Our initial experience working with Richie and Prime Lending was excellent. He was a personal recommendation from our existing lender, who unfortunately could not service a loan for us out of state.
The first few weeks as we shopped for loans, compared options, asked questions, etc. he would respond to text messages or phone calls within minutes.
Unfortunately, as we started to head into closing, things got pretty rough. I won't get into detail here, but responses from both Richie and his processor Tonya started to be delayed. Days or more would go by and I ended up needing to regularly ask for updates only to find out we needed to resubmit documents that had already been provided, or that employment verification had not been started and would require new forms and phone calls from my HR, etc.
Long story short: Prime Lending missed our desired closing date (1 week before what we had in our contract) completely. Then they missed our actual close date (requiring us to extend closing) too.
We were moving from out of state, so the initial delay not only caused me to have to reschedule movers, etc, but it also forced my 9-month pregnant wife, 2 kids, and I into a temporary state of homelessness.
Since it was only a "desired" closing, we made the best of the situation, and delayed everything until the following weekend. We set up a temporary living situation in my parent's living-room ~1hr drive away, and we got everything squared away for the following Friday (the actual closing date on our contract, and I was reassured multiple times it would be "no problem" to close on that date).
Then, they missed that date as well.
Worse, they strung me along for the entire day before it happened. We were waiting on the final closing documents, and I kept getting "It'll be there in 15 minutes...", "Should be any minute now", etc. right up until 10pm at night when it was readily apparent they wouldn't actually be able to deliver it (according to them, due to a system glitch, but even if that is true, this should not have been done last-minute).
At this point, I was forced into negotiating with the sellers for early occupancy so that I didn't need to reschedule my movers or the flights from family who were coming to help us move, or people driving in from other parts of the state, etc.
In order to get occupancy, we had to jump through a large number of hoops. We released our earnest money from escrow, removed our financing contingency, obtained a $1mil renter's insurance policy, and agreed to move out again if our closing was delayed for any further reason, etc.
It was also at this point that I was put in touch with Cindy, Richie's manager, and she helped recover the situation, reassured me that the loan would close and stayed on top of seeing that through. Ultimately, the loan did close this past Monday, and so I thank her for her presence in the process.
While the loan rate and terms were good, they weren't earth-shattering, and if you're still reading this review, I think you would benefit from shopping around for a different lender.