Reviewed by Phil A for Pedro Maldonado
The experience was excellent when we started with the Cash2Keys program through the first closing and coming into the second. But as we started to wrap on the second closing, the process started to come off the rails a little.
We were told we were getting a 6.99 interest rate multiple times but come closing day it was suddenly 7.49. No one could explain why to me, no one sat us down and told us this change had happened (though i'm sure it was buried somewhere in document #12 of 63 that we signed over the course of two months), and by closing day, what option did I have?
Also, we were told we would only have to come up with down payment money for Closing #2 multiple times and then on closing day, they took an extra $5000 from us and said the mortgage company had made a mistake on the paperwork. Whoopsie doodle! For as great and friendly and professional as everyone was 90% of the process, suddenly at the end numbers started changing, we got charged more money, and we just had to sit there and take it. It really feels like our file got hot potato'd around your company and people at the end of the process didn't know what we'd been told at the beginning.
I'm sure there were valid reasons for these changes and perhaps they would've always been unavoidable from Day 1, but from our perspective as customers, we were told we'd pay X and then on closing day, it was X+Y. And it was such a powerless feeling. Was I going to risk losing housing to fight an uphill battle against 200+ pages of legalese that probably had plenty of weasel words that protected your company instead of the customer? I don't have the savvy or time for that.
If a movie is great in Act 1 and Act 2 and then beefs it on the ending, unfortunately, that's what people will remember. So yeah, we got our house, yeah the Cash2Keys program was extremely helpful at getting us into the state with a house that met our needs, but my memory of this process will be that at the end of the day, they changed the numbers and we just had to eat it. For my family, we could afford it and we basically broke even by the end of this process, but other families will not be so fortunate.
Phil A
Nov-03-2023