I am sure our loan officer did what was expected of him by his supervisor, but his communication skills and customer service left a lot to be desired. Soldiers are taught to pay attention to the small details that can make or break any mission. Our Loan Officer did seem to have an understanding of our situation, and did not seem to be reading the documents we sent him [our agreement with the seller]. I would expect our Loan Officer to have a thorough understanding of our situation and the details of the sales agreement [as the underwriting process dragged on and on it was clear he did not]. I would also expect communication with the Loan Officer throughout the process. Our Officer contacted us if he needed something, but it did not seem that he was working for us It did not seem that My Wife and I, or the Realtor was treated as if we were a part of the team. During this process we went from having a conditional approval to being in a kind of strange limbo where things just kept dragging on.. and what I was being told by my loan officer didnt make sense. As a result, we missed out closing date, and two of the three vacation days I had taken to move into our new home were spent waiting at home for our Loan Officer to do his job.My experience with your company has been nothing short of Horrible!!! Your realtor, however, was exemplary. While I will recommend the Realtor without hesitation, I will be actively discouraging fellow veterans from using your company.
Customer service needs major improving.
Na
Try to remember that the process and timing of underwriting, funding and closing the loan is very familiar to you, remember that most individuals have no understanding of either. I liken it to going to a physician or a attorney and having them use medical or legal terms without explaining them to you.
Our loan officer was great in bring available when we needed her and to help explain many details to us. I do wish for future reference that some things were a little better explained, for example , we did not know that if the appraiser valued the house for less than our offer then it would compromise our loan ... It almost did not go through because of this. Overall Kelly was awesome and extremely timely and efficient! We had a difficult closing and she helped guide us through.
It was to our understanding that we had an underwriter that was very particular causing us to resubmit information we had already submitted. Our process went very smoothly until the end when the underwriter kept coming back with more stuff. We could have understood once but she came back three different times. We actually said we would like to just walk away after we were asked to submit info we had already submitted but thought we would give it one last shot. As for our loan officer and her assistant Josh they had such great customer service! On a scale of 1-10 their customer service was 11!
doing just fine
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