My wife and I found Sherry (Sherrylyn) very hard to work with. These were a couple of our major complaints about her:
- Bad communication. She never answered her phone and never called back. We always called the office number and asked for her so she would answer the phone (because someone else in the office answered, told us if she was in the office, and transferred the line to her). After a while we stopped leaving messages when she was out because we knew that she would never return a call.
- Didn't follow through. Our pre-approval took over a month. We believe this to be 95% because of Sherry. We called her three times a week for over three weeks asking her how the approval is going and if there is anything else we need to submit (beside what we originally submitted when we applied). Every time she had a different excuse why she was still waiting on others...sometimes she said was waiting on the underwriters, sometimes other people in her office, etc... After three weeks we were fed up with her and we called her manager. Her manager took our information and called us back in 30 min to let us know that there are a couple additional documents that are required. We submitted the rest of these documents within a couple of hours and received the pre-approval letter the very same day. What was taking Sherry over three weeks to do her manager did in One Day. Also, when we made an offer on the house it took an extremely long time to get the final loan approval. Again, every time we called to ask the status of the loan there was a different excuse. We always had to contact her to make sure things were on track, she would never contact us when there was a delay or when she needed more information.
- Disorganized. She ask for many documents repeatedly. Luckily for us we sent some of the documents by email attachment and could forward the email back to her. A couple items we forwarded the the same email three times. The bulk of the documents were sent in one fax (~50 pages) right after we made an offer on the house. A month after submitting these she said that it was unreadable and we would have to resubmit it. She had obviously not checked the fax for legibility when it was received so we had to scramble right before closing to resubmit everything again (various documents that were in this 50 page fax were asked for for a third time as well). We learned that the best way to communicate with her was by email so you have a record of what you wrote and attached and it is easy to forward it back to her when she asks for it again. She had a lot of these issues when she was working with our Realtor and title company as well.
- Bad attitude. After talking to her a couple times my wife refused to talk to her because she found her very rude and belittling. This was our first time buying a house. I would imagine a mortgage department should expect some elementary questions from first time home buyers but when we asked some of these common questions she made it sound like these were stupid questions. Both my wife and I have advanced degrees we knew our questions were relevant however mundane she might have found them. We found this kind of behavior unacceptable and very unprofessional. By the end of the home buying process even our Realtor and title company where walking on eggshells around her (she didn't return their calls either).
- Unaccommodating. My wife was scheduled to go on a business trip to Europe on our closing date. We asked Sherry about possibly moving the closing date up a week (both our Realtor, the seller and title company said there was more than enough time to accomplish this). It seemed like Sherry did not try to accommodate our request and basically told us tough luck. I ended up having to go to settlement by myself and get a power of Attorney for my wife.
The only positive outcome was that we did end up getting the loan. FYI We waited a month after settling on the house to write this review so we had time to cool down and not be so mean. We generally don't write bad reviews.