Provide accurate information from the beginning not changes every 5-6 days, or at least verify information before providing it to customers.
Have their people get their act together and become more organized. They need to answer you phone calls and emails, at least call you back or respond to your email. Also need to answer your questions without saying they are not sure. The worst was when Marie responded via email saying that us emailing and calling was not going to help the process and that all we were doing was slowing the process down. Well if they had just answered the first time and answered our questions than we would of not been calling, but when you are paying movers by the hour and you can't get an answer on the the closing time and if you are closing then I am going to keep calling and emailing until someone answers. This is the third house I have bought and have never had such a terrible experience. The good faith estimate had the incorrect numbers on it and when I told them they said they would correct it and let me know the numbers. Well that never happened and then the day before closing they tell us we need to pay $3900. Very unprofessional and have a lot more I can say, that I will do when I call the customer care number. Oh and they let my rate expire and never told us. So our rate went from 3.5 to 4.25. Raising our payment $104.
I think they can improve by not losing your papers and faxes every time you send them . Take time to explain things instead of saying "It takes less time to send it then for me to explain it to you". I was still giving them papers right up till a couple of days before closing which we had sent them several times already. It was very frustrating because I had no idea where our personal information was going . I tried to ask them and they would tell me they never got the faxes or emails but I would have the paper that said they received the fax.
I don't think anything I have to say would make much difference in the way your processor handles things. I found Chandra Hartland uncommunicative and rather impersonal. She would not respond to my emails in a timely maner, and would request information that she had already received. I don't feel she is an efective processor. I don't know how many loans she handles on a monthly basis, but my experience with her left me with reservations to her ability to do her job. My loan was a very simple one, but I feel in was made more complicated than was necessary. One of the things I requested on numerious occations was that my email address be changed to mlgoetes@aol.com and still this communication was sent to the wrong email address. The hotmail address was to be deleted, but I guess that was also beyond the ability of the processor.
Improve your communication with each,other. Our emails were always "lost" somewhere couldn't be found, but when told you we had sent them they magically were found. Mike was always upfront and we had no problems with him or how he handled things. Could stream line the closings better.
Get better loan officers. Or automatically transfer them to the local office instead of dealing with someone over a phone. Ensure that they reply tinely and have an understanding of documents needed. If they cant handle the loan or work to achieve a goal they shouldnt be defensive and pass the loan to someone that can handle. Lastly require loan officers shouldnt take down or be pompous when talking to customers and should have customer services skills
Being a first time home buyer, i didnt know what to ask. When I heard I'd be paying almost 5% on a new house i wanted to throw my phone. I practically had to beg to get 4.625%. No one explains why you get a certain percentage. However, Cooper helped us out and stayed positive giving us a detailed explanation on how things worked. One of the major stressors was that we didnt have a complete LIST on everything that our agent needed. He would email us asking for things here and there. If items needed were on some printable list (with an explanation/ example of what and why you need the info) it wouldve saved everyone time, effort, emails and phone calls. At one point he asked for an explanation of 2 loan payments... but didnt mention we needed an explanation on the other 7 loan payments comming out of our account. If it were all on one big list of "possibly needed paperwork", I wouldnt have hair loss from freaking out 3 days before closing asking and asking and asking what else he needs for underwriting to be accomplished. All i wanted was a to-do list of things to turn in. Lastly, it seemd when our agent asked for things, it was late in the day instead of the beginning of the day when it wouldve been way easier to get things to him that he needed as opposed to getting it later in the evening when we are scrambling to get WORK done at WORK instead of doing hours of searching for personal items at work.
