Mr. Michael Steirer, Ms. Chelsie Baer, Ms. Sara Suissa, and Mr. Sully Callahan,…read more
Buckle up cause this is going to be a long one. But I promise you it will be worth it if you care about your clients or you're planning on buying a house and you don't know who to use for your closing company. I'm going give you names names of people you want to stay far far away from.
I want express my EXTREME disappointment and frustration regarding the egregious mishandling of my recent closing process. The level of negligence, miscommunication, and outright refusal to take responsibility displayed by your team has been nothing short of appalling.
Three hours before our scheduled closing, the listing agent and I were abruptly informed of a title issue that required delaying the closing. Initially, we were assured that this would be resolved the same day--an entirely unrealistic claim given the complexity of title issues. Now, over 40 days past closing, I find myself reflecting on an experience defined by incompetence, misinformation, and unprofessionalism at every level.
From the start, both the listing agent and I had to fight tooth and nail to get answers, encountering resistance and apathy from all sides. Your VP of Purchase Closing Operations, Ms. Baer, in particular, exhibited an alarming lack of knowledge and an unwillingness to take initiative. When we pressed for clarity on VA turnaround times--typically a 10-day process--she dismissively insisted there was "nothing she could do." That statement was false. We presented clear evidence from the VA's own appraiser's handbook, only to be met with denial and condescension. It took two weeks of relentless follow-ups just to get her to call the VA, which immediately revealed that the appraisal was delayed due to prior missteps from the neighbors original loan officer.
Throughout this ordeal, both the buyer's and seller's closing teams failed to take ownership of their responsibilities. I personally reached out to the seller's attorney in a calm and professional manner, only to be screamed at for two minutes by Attorney Sully--an appalling display of unprofessional behavior. When we realized Priority was completely disengaged and refusing to do their job, the listing agent and I took matters into our own hands. We tracked down the appraiser, contacted the VA, and--thanks to a dedicated VA representative named Ralph--finally made progress despite your company's negligence. Priority told the listing agent and I that they had been reaching out to the VA all day and had sent emails. The listing agent and I called the VA within the first phone call, we reached someone and he was able to answer all our questions , get the appraisal number that we needed and had been waiting for for a whole week, and we were able to get the appraisal set up. Priority had been telling us for an entire week that we had to wait. Why did we have to wait when we were able to get all the information within the first phone call?
To make matters worse, Ms. Baer falsely claimed to be the highest authority at Priority. When I researched and located Mr. Steirer, his response to my concerns was shockingly dismissive and rude. Rather than acknowledging your company's failures, taking accountability, or offering solutions, he responded with condescension--essentially telling us to "sit down and be quiet" or take our file elsewhere. This level of disrespect is unacceptable from any business, let alone one handling major financial transactions.
At every stage of this process, Priority failed to act with integrity, competence, or professionalism. The fact that this closing ultimately succeeded is not due to your efforts--it is only because of the persistence of the listing agent and myself.
For these reasons, I would strongly caution anyone against working with Priority or the individuals named in this letter. Your company demonstrated a complete disregard for your clients, their time, and their financial well-being. You have not only lost my trust, but you have also damaged your reputation within the industry.
I expect a formal acknowledgment of this complaint and a detailed explanation of the steps you will take to ensure that no other clients experience the same level of neglect and incompetence that I did.
