I feel that the company needs to come up with a better process on paperwork system. This is due, because the company sent paperwork to the customer more than five time. Many company work paperwork at a max of five to their customer by sending the big group on the first time. I feel that the company was outstanding on keeping the customer information. Todd Kangas and Andrea Hayes did a great job in representing the company with customer courtesy to the fullest respect.Thank youGregory & Kimberly Chaney
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The overall process was extremely stressful. a lot of documents that should have been required in the beginning of the loan process were requested late in the loan process. their was a drastic lack of communication between the advisors and the realtor I was working with, and also with the advisor to me. The majority of the document were sent to the co-borrower instead of the borrower which lead to several un-necessary clarification phone calls and emails. I requested a "expectation" of what to expect for fees and out of pocket expenses to prepare for as this was new to us and couldn't foresee potential expenses. we were told only a few things to expect with fees under a thousand dollars. However hours before the closing we got told to bring a additional 2 thousand dollars to closing which would have completely wiped away our savings. the explanation for the "ERNEST money" was incorrect and never explained correctly. When people Come to you with requests like this, PLEASE GIVE a accurate prediction, ( like the title fees, state tax fees, filing fees, septic fees, appraisal fees.) I know this isn't traditionally your area, but recommending potential customers only a few hundred dollars in expenses, is bullshit!. if I hadn't been looking for a VA loan and my wife in love with this house, we would have found another lender. However things did work out, tax calculations were incorrect on the closing paperwork, and with the corrections made we got our 2 thousand dollars back. Overall the process was stressful, as it naturally is, however better communication between the advisor and his/her associates needs to be addressed, updating of records on the advisors side would prevent duplicate documents.
More communication through the process. Upon pre-approval, it would often take 3 or more days for the loan officer assistant to respond to email inquiries about requested documents. The phone was never answered when I tried calling. This lack of communication and long response times made me so uneasy with what was going on that I seriously considered going elsewhere.
