I'm purchasing a NV property and escrow just opened today. I received instructions to wire-transfer funds to Harmony's account at Pacific Western Bank but had additional questions. I called the office and pressed the key for Cindy Gutierrez' office and when no one answered, I was prompted to leave a voicemail with Fernando Dominguez. I called later and could only get through to Mr. Dominguez' voicemail box so I left a message. Because I needed answers soon, I called back later and waited for the operator. Naturally, she couldn't answer my questions but was able to transfer me to someone who could: someone on Mrs. Gutierrez' team(?!?). This person was able to answer my questions, but I sensed they sounded unsure of the answers they gave. So, I called back a little later and dialed a different prompt (Joanna). Sure enough, I was given incorrect information the first time.
Understand that I'm not here to lambaste this company--it's very early in our relationship so I can't base my opinion on one or two interactions--I'm hoping for the best. However, based on my initial dealings, some things seem a little inefficient and should probably be addressed. For instance, if I'm dealing with Cindy Gutierrez' team and want to contact someone on the team via phone, why do I only get Fernando Dominguez' voicemail when I call? Does that key prompt ring to all phones on that team or only Mr. Dominguez? If he's out sick, on vacation, stuck at the airport, etc, will anyone else be able to return my call? Why is it that when I spoke with the operator, she was able to transfer me to someone else on the team, yet that person couldn't (or wouldn't) answer my call when I dialed the team direct?
I recommend the company make it easier to contact various members of the team instead of constraining clients to one point of contact who may never return their calls (so far, mine hasn't been returned). I'm doing my best from the start to ensure this process flows smoothly by asking necessary questions up front, and seeking "second opinions" when I feel I've been misinformed. In other words, I've opened the lines of communication and am intent on keeping them open. It's too early in the process to form an accurate opinion, so I'll try to stay positive and diligent. I'll update this Q&A as the process moves along.