I concur. Also look at the reviews on their website and sort by date (rather than the default "highest rating"). I have used USAA for 3 houses now. The first 2 I could not have been happier. The house I closed on last month was a disaster. My closing date was pushed back 3 times (each time it was the night prior). Twice they said closing was on, and my wife waited at the attorney's office only to not be able to get anyone on the phone when the documents failed to arrive. There were many more issues. The end result is that we closed 28 days after their "guaranteed" closing date. I think that there are some good people there but they have over hired and under trained in the past two years. If you get an experienced person, I am sure you will have no problems. If you get the processer we got, you will have to resend the same documents several times, and have a nightmare. I escalated my problem after the 2nd missed closing to her supervisor and manager. The manager assured me that he would personally watch the case, but everything was good from his standpoint. When the 3rd closing was missed, he told me that was not watching it since he thought the original processor had figured out. He also told me that he was really busy and could not watch all of his processors. If a guy is too busy to manage a processor that messed up 2 consecutive closings then something is broken.
I don’t know if it is worse if a manger does not know that his processor has missed two closing dates, or after he is told by the customer two weeks prior to the 3rd attempt, he does not care enough to prevent the 3rd failure.
My escrow agent and realtor were both unable to get a hold of anyone. Their phone cue for in process applications is separate. In approximately 30 calls during my 60 day closing, I was able to get someone on the phone once. The rest of time it went to voice mail. The if you need immediate assistance call this person also was directed to voice mail. Overall it was a 3 person circle on my “team” that all screened their calls.
My lesson learned is call and ask for the Executive Response Team (ERT). They were able to solve the problem in 24 hours after the 3rd missed closing. They were typical USAA awesome. They also explained that the original processor was still in training and had made many errors. Apparently she had messed up the file pretty bad. They said that they were going to retrain the processor and the manager. Overall it was eye opening for me. I am not sure that I could trust someone that I can't see. When someone does not reply to messages, screens their calls, and will not return e-mail for weeks at a time it is not workable. The original processor was so bad it was scary and the manager's lack of concern just seemed wrong.
Rant off..