More proactive communication with the borrower; sending conformation emails any time any paperwork is received or a process has completed. Borrowers start to get nervous when there is no word when items have been received or accepted.
Do not tell tthe clients they are approved until you have all the documents required.I know ours was difficult because of th IRS fraud, but from information sent to us from we thought we were really approved when in fact we were not.
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All communication was exceptional. Especially liked the fact that I could scan docs and send to you directly, saved alot of time. I'm not sure if it takes approx a month to get things completed, but if that could be speeded up it would be just that much more customer satisfactory. The people I dealt with were very perfessional and easy to get my questions answered.
II honestly can't recommend anything to improve as Dave Munns was great I was hard to get a hold of and I figured out many ways to make it work him and his assistant Molly
Just hope is it does not snow alot when you escrow is closing. Other then that they are all great people!
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0ur experence with vuhl was highly satisfactory, just keep up the good work.
Keep the lines of communication open.
By keeping track of documents that was sent in
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I had two issues with this process: 1. The underwriting department made me feel like a criminal and a liar several times throughout this process. 2. On my closing day the paperwork needed was scanned and sent via email to VU so that funding could happen that day since I was pressed for time to close and get the key to my house due to previous business appointments on my calendar that required travel. I understand you received snow in your area, however myself nor my agent received a call saying that you were working on a skeleton crew and funding would not happen that day. When myself and my agent called the next day we were both given different stories as to why the funding did not happen. The funding did happen later that day however it caused a ripple effect because the selling agent had already shut off the power and water to the house because we were suppose to close the previous day. So I have a home that I can't occupy because I have no water.
The actual closing process communication seemeded to possibly break down alittle. Possibly it was due to the stress of all the final "i" dotting and "t" crossing needs and the need to possibly close by the loan lock date, coupled with the insurance challenges we had. Process Directions regarding the actual closing w the title company would possiby helped maybe. (And the right address - it was missing the "N" / "S" indicator.All in all it was a great experience and would definately recommend Ross to others.
Processing across the holidays was slightly problematic.Overall a nice expereience.Jon Abernathy was direct, clear and easy to communicate with regarding all aspects.
Be sure to disclose the limit on cash back for VA loans. I had good faith estimates all thru the deal saying I was getting certain amount back and then told just before closing that the VA limits cash back.
The only thing I would change is to know in advance of all up front cost and to know what is required during initial preapproval to have the buyer to start the process of price searching for dealers of pest control, inspectors, and aprraisal companies.
There could be more communication between customers and personnel! It seemed that most things asked for were redundant or not needed (after arguing the fact).
We are very happy with the entire process. Our main contact was Scott Concannon who was excellent to work with. He returned our calls promptly, was easy to understand, always pleasant, and made the process painless. He was non-judgemental and understanding.
Do not wait last minute (3 days before closing)to ask for paper work such as w2s. I could have been notified of all the paperwork that was required of me when I found my house.
I don't think it is possible to improve on the service you are providing. I say just keep doing what you are doing, how you are doing it, and every one you serve shouldn't have any complaints!
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Great service and always kept me notified of any changes
I can't think of anything that could have been done better and more effeciently than how this worked out.
Keep doing what they are doing which is something great. Just try a reach out more to the veteran community and let them know that you can help them get a home with little or no problems. Most veterans have no idea that they can get a home because they think that their credit history will not let them qualify.
Just keep doing what you are doing.
Outstanding job! Continue the great customer service. We really appreciated the continues updates on the status of where we were in the process.
