I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, I was never aware of any credit issue that they were trying to fixIf this was the case I was continuously lied to by Jeremy G*** and Laura E*** Also, if this was the case, I should have been notified immediately I was told that the file was already at Rural development and they were the ones dragging their feet with the fileThey said the rural development timeline jumped from days to days when my file was sentI was then told that my documents were corrupted and I had to send everything againI made several calls and sent emails and did not receive a response from anyoneI then decided to speak with another companyJeremy assured me that if I let him continue with my loan, that it would be closed within the timeline because he spoke with rural development and the file was almost completeAgain, after that conversation I did not hear from them for over a week No phone calls or emails were returnedI became extremely fed up and told them to withdraw the loanThe other company was able to close my loan in days without any issuesI demand a refund for the appraisal that I could not useCREFCO was not truthful with me during the process and I have learned even more lies from their response to the complaint.Regards,
*** ***
*** *** *** *** ** *** *** * ***Mr***,I am sorry you had the experience you didMost of the time, things go smoothly and so the borrowers have a good experienceAlthough we try to make everyone happy, and most of the time succeed as you can see here (http://www.Revdex.com.org/cleveland/business-reviews/mortgage-brokers/consumer-...⇄ we aren't 100% successfulThanks for taking the time to give us this feedback! Caitlin *** ** ***Consumer Real Estate Finance Company NMLS #: ***NE 3rd Ave, Suite 706Fort Lauderdale, FL 33301www.crefco.com
In terms of the insurance issues we ran into, the original clause information went out correctly, and then, due to an error in our conditions department, we incorrectly changed it and caused delayWe own that shortcoming and apologize for itAs for the appraisal-related delay, our employees have no direct contact with appraisers and we received no information about the address discrepancy until final review
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
We're sorry you had anything but a pleasant experience at such a stressful point in the home loan process, ***Purchase contract closing dates very often do not match up with loan closing dates, but we do make every possible effortThe time that it took to submit your loan package to ***
*** was delayed in large part because of the revisions needed for verification of your employmentSeveral emails communicated the importance of getting those back to us as soon as possible so that we could move forward with submissionOnce we received the necessary documents and submitted everything, we all became subject to *** ***'s turn times, a factor over which we unfortunately had no controlWith all of this said, we are very happy that your loan will soon close and you will be in your new homeThank you for your feedback
We originally pulled the credit for Mr. Kovaleski on January in order to issue the pre-approval Once we received the purchase contract, we were required to issue new credit as the old one would be expired prior to close At that point, we pulled the credit and it was below
what was acceptable for the program We spent a couple hundred dollars to try and improve the score with the help of the Rapid Rescore system and were successful Once the score improved, we had to pull the credit again to show the new score The length of time it took to get the credit back in line is what held up the loan file from being closed in a quick fashion.The client was due to be shipped to Rural Development, when they stated that they had chosen to go with a different lender...so we withdrew the file on their behalf
Your loan is a complex refinance with a first and second lien, which has required cooperation from the multiple companies holding the liensEach of those companies has different processing turn timesIn terms of information requested, underwriters will never assume that nothing about your
information has changed, so we always need to provide complete, updated information without any gapsIn your case, verification of payment information was particularly difficult due to the fact that your credit was lockedAs we do with all loans at Consumer Real Estate Finance Co, we touch each client’s loan file daily to ensure forward movement. Sometimes items needed are out of our control and we have to simply wait with you for third parties to fulfill their obligations so that we can continue to move forwardAs you know, we have received the Clear to Close and will be closing your loan this week
Thank you for your feedbackYour home loan certainly has had some difficulties that arose and caused unfortunate setbacks to the disappointment of us allWe want to assure you that we work diligently to constantly improve both our processes and our communicationsCurrently, all CREFCO team
members work full timeOur files reflect that the W-referenced was incomplete in terms of work history neededAdditionally, a review of communications show near daily dialogue with your senior loan auditor apart from when your documents were being reviewed by external underwritingCommunications are naturally disrupted during this period as there is no information to relay until the review is completeWe appreciate the considerable frustration that accompanies this periodIntroductory emails also reflect that the student loans referenced would need paying downWe acknowledge the mistake in advising that those loans be paid in cash, but we are pleased that this did not end up further hindering your loan as the condition associated was clearedWe regret that your experience has been other than ideal, but we are pleased that we will soon reach our mutual goal of getting you into your new home
We appreciate your feedback and are sorry to hear that you feel we did not take care of you throughout this process. I can assure you that all parties worked very hard on a daily basis to get this file completed for you. Government loans have a lot items involved and it can sometimes
take a bit longer than initially expectedThat being said, we were able to get a loan closed for you with a difficult credit situation. We take great pride in being able to help, where others will simply give up. The hurdles included a recent chapter bankruptcy, a judgment, charge-offs, and a government claim on a student loan. All of these showing on the credit report required the underwriters to find a work aroundYour file was worked on daily to make sure we were moving forward. We use different departments to ensure that we are able to touch each file daily with experts in each portion of the loan process. Having said that, feedback is always a good thing and I will take this and discuss how it made you feel for potential future changeI see that the Clear to Close was received on 1/and I truly hope you enjoy the new home. It is hard sometimes to see the hours and hard work put in by all individuals involved in order to get you into the new property, however, I can assure you that we did the very best we could with your situation
Thank you for your feedbackRegretfully, the circumstances of your loan are far from idealWhile we do everything we possibly can to ensure your loan will close on time, there are some matters we simply cannot controlCommunications between you and your loan officer, dating from January 26th and
27th, reflect that you were told that this money would not be refunded or rolled into the loanAlso, you are aware, a credit dispute had to be removed from your file, which triggered an automatic requirement that you have cash reserves on hand to close the loanWe value your business very much and we truly wish this experience hadn't been so stressful for you
This was certainly a challenging situation as buying a
HUD home requires many more hoops to jump through than a purchase.
"> The appraisal was ordered on February 11. Since
this is a HUD home all the utilities needed to be turned on including the
gas. This took a few days to coordinate and the propane company was not
able to make it out until 2/24. Then there was a delay with the de-winterization
and could not complete until the first week of MarchThe appraisal was finally
completed and received on 3/10. That is the point we uploaded to the
underwriter our first set of conditions.
On 3/we needed the first extension.
We ran into other delays with gift money issues, which
can sometimes cause delays as FHA is VERY specific about how they want to see
this. We went back and forth for a month
or so getting this straightened out before we could finalize the last few stipulations to clear the loan for closing
Again, FHA can be specific and when you layer that with
buying a HUD home it can make the process arduousI am just glad that we
finally were able to bring this to a close a few days ago!
(The following was copy/paste by Revdex.com staff - LST)[redacted]Dakota, I am sorry you had the experience you did. Most of the time, things go smoothly and so the borrowers have a good experience. Although we try to make everyone happy, and most of the time succeed as you can see here...
(https://www.Revdex.com.org/cleveland/business-reviews/mortgage-banker/consumer-...⇄ we aren't 100% successful. Please see the attached letter from Benjamin B[redacted], our Director of Sales. We can assure you that while we cannot delete your information for compliance reasons, we will not contact you or use your information in any other way. Thanks for taking the time to give us this feedback! Caitlin B[redacted]Director of ResourcesConsumer Real Estate Finance Company NMLS #: [redacted]
[redacted]www.crefco.com
We understand your frustration with the very trying extensions, we certainly never intend for any of our borrowers to have these difficult situations arise. As you know, the major problem we ran into was the escrow hold-back, which stalled communications while third parties collaborated to figure...
out this unique scenario within a VA loan. At times, we are stuck between a rock and a hard place when we have no answers to give, but that is no excuse for not taking the time to return emails. It is unacceptable for any client of ours to feel left in the dark, and for that, we truly apologize. We are extremely pleased that your home was not lost and that you will be closing soon. Providing optimal service for our veterans is a primary goal, and while your loan presented some new challenges within the program, we will now be able to better serve vets with the knowledge gained. Thank you for sticking it out with us, and thank you for your service.
We pre-qualify a client based on their current income and credit. From those two perspectives, she was OK to purchase the home. Sometimes when doing a mortgage for someone, we have to rely on what information they are giving to us. Based on what she told us, her attorney having this under control, we ordered the appraisal on her behalf.
this is the letter from my attorney: They knew that I could not do a deed in lieu and still get the home. They also knew that there was no way I was getting the home with home still in name. yet appraisal was still ordered and I was billed for it
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.There were many incorrect statements in their response to my complaint. This was only brought to a close one day prior to the company's response. The dates of occurrence are incorrect. I can provide correct dates, as well as all correspondence including emails, call logs and faxes with myself and the realtors. The response from the company never addressed the original issue: accepting blame for their part in the delays and providing reimbursement for fees that were placed on me as a result of their failure to provide services in the timely manor they assured that they would. As I mentioned before, I will accept the first two extensions as reasonable and accept paying those fees. The last two extension fees totaling $750, should be credited or reimbursed in full. These were only caused by the company and the underwriters that they contract out with.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12229125, and find that this resolution is satisfactory to me. I do suggest they work hard on improving so that other customers won't have the same bad experience I did.
Regards,
[redacted]
We regret that your experience is still causing you grief. Your loan auditor has worked full time since she started. Again, all of our employees work full-time; some work well beyond full-time. However, our employees have the autonomy to work the schedules that work best for the greater amount of customers they are working for. Your loan auditor's current schedule has her working later in the day. The lapses in communication, including on the 3/28, were due to your file being in underwriting, where again, communication does tend to temporarily slow down. That said, your requests should have been met promptly, and I am happy to provide any documentation you might require. I am emailing you all of the requested information you seek, and if you should require anything else, just let me know. I do not want to share that information here because it contains some of your personal identifying information, which is not suitable for this platform. As for the incomplete documentation, your loan officer instructed you that all paperwork needed to be provided in full. When it came to your incomplete W-2 package, it appears that there was a job that there was no W-2 for. While our processors are instructed to look out for this scenario, mistakes can occur when it appears that W-2 information is complete because multiple W-2s do exist in the file. We recognize the oversight on our side, but we were also not working with complete package we requested. Again, we regret that your experience was less than ideal. We will continue to work diligently to improve all of our process to better insure that all of our customers have a more ideal experience.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Like I stated in the complaint the income was in line with the previous year to date income, actually 2015 earnings were LESS than 2014 earnings to date. The comment they made in their reply stating overtime started to increase is incorrect & we have the pay stubs to prove it. Regardless of the income issues the staff at the company strung us along for weeks by telling us repeatedly the loan was on the verge of being approved. This delay caused the sellers to not extend the contract. CREFCO left a message for us stating it was denied due to being over the income cap AFTER the final closing date had come & gone. They did not return calls or emails to us or our realtor for a week before they told us it was denied. They never sent us an official denial or follow up email offering us to go the FHA route. Basically they dropped the ball & did not do their job. Had they told us in the beginning we made too much money we would not be out the earnest money, appraisal & inspection fees. Lesson learned- research who you do business with.Regards,[redacted]
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, I was never aware of any credit issue that they were trying to fixIf this was the case I was continuously lied to by Jeremy G*** and Laura E*** Also, if this was the case, I should have been notified immediately I was told that the file was already at Rural development and they were the ones dragging their feet with the fileThey said the rural development timeline jumped from days to days when my file was sentI was then told that my documents were corrupted and I had to send everything againI made several calls and sent emails and did not receive a response from anyoneI then decided to speak with another companyJeremy assured me that if I let him continue with my loan, that it would be closed within the timeline because he spoke with rural development and the file was almost completeAgain, after that conversation I did not hear from them for over a week No phone calls or emails were returnedI became extremely fed up and told them to withdraw the loanThe other company was able to close my loan in days without any issuesI demand a refund for the appraisal that I could not useCREFCO was not truthful with me during the process and I have learned even more lies from their response to the complaint.Regards,
*** ***
*** *** *** *** ** *** *** * ***Mr***,I am sorry you had the experience you didMost of the time, things go smoothly and so the borrowers have a good experienceAlthough we try to make everyone happy, and most of the time succeed as you can see here
(http://www.Revdex.com.org/cleveland/business-reviews/mortgage-brokers/consumer-...⇄ we aren't 100% successfulThanks for taking the time to give us this feedback! Caitlin *** ** ***Consumer Real Estate Finance Company NMLS #: ***NE 3rd Ave, Suite 706Fort Lauderdale, FL 33301www.crefco.com
In terms of the insurance issues we ran into, the original clause information went out correctly, and then, due to an error in our conditions department, we incorrectly changed it and caused delayWe own that shortcoming and apologize for itAs for the appraisal-related delay, our employees have no direct contact with appraisers and we received no information about the address discrepancy until final review
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
We're sorry you had anything but a pleasant experience at such a stressful point in the home loan process, ***Purchase contract closing dates very often do not match up with loan closing dates, but we do make every possible effortThe time that it took to submit your loan package to ***
*** was delayed in large part because of the revisions needed for verification of your employmentSeveral emails communicated the importance of getting those back to us as soon as possible so that we could move forward with submissionOnce we received the necessary documents and submitted everything, we all became subject to *** ***'s turn times, a factor over which we unfortunately had no controlWith all of this said, we are very happy that your loan will soon close and you will be in your new homeThank you for your feedback
We originally pulled the credit for Mr. Kovaleski on January in order to issue the pre-approval Once we received the purchase contract, we were required to issue new credit as the old one would be expired prior to close At that point, we pulled the credit and it was below
what was acceptable for the program We spent a couple hundred dollars to try and improve the score with the help of the Rapid Rescore system and were successful Once the score improved, we had to pull the credit again to show the new score The length of time it took to get the credit back in line is what held up the loan file from being closed in a quick fashion.The client was due to be shipped to Rural Development, when they stated that they had chosen to go with a different lender...so we withdrew the file on their behalf
Your loan is a complex refinance with a first and second lien, which has required cooperation from the multiple companies holding the liensEach of those companies has different processing turn timesIn terms of information requested, underwriters will never assume that nothing about your
information has changed, so we always need to provide complete, updated information without any gapsIn your case, verification of payment information was particularly difficult due to the fact that your credit was lockedAs we do with all loans at Consumer Real Estate Finance Co, we touch each client’s loan file daily to ensure forward movement. Sometimes items needed are out of our control and we have to simply wait with you for third parties to fulfill their obligations so that we can continue to move forwardAs you know, we have received the Clear to Close and will be closing your loan this week
Thank you for your feedbackYour home loan certainly has had some difficulties that arose and caused unfortunate setbacks to the disappointment of us allWe want to assure you that we work diligently to constantly improve both our processes and our communicationsCurrently, all CREFCO team
members work full timeOur files reflect that the W-referenced was incomplete in terms of work history neededAdditionally, a review of communications show near daily dialogue with your senior loan auditor apart from when your documents were being reviewed by external underwritingCommunications are naturally disrupted during this period as there is no information to relay until the review is completeWe appreciate the considerable frustration that accompanies this periodIntroductory emails also reflect that the student loans referenced would need paying downWe acknowledge the mistake in advising that those loans be paid in cash, but we are pleased that this did not end up further hindering your loan as the condition associated was clearedWe regret that your experience has been other than ideal, but we are pleased that we will soon reach our mutual goal of getting you into your new home
We appreciate your feedback and are sorry to hear that you feel we did not take care of you throughout this process. I can assure you that all parties worked very hard on a daily basis to get this file completed for you. Government loans have a lot items involved and it can sometimes
take a bit longer than initially expectedThat being said, we were able to get a loan closed for you with a difficult credit situation. We take great pride in being able to help, where others will simply give up. The hurdles included a recent chapter bankruptcy, a judgment, charge-offs, and a government claim on a student loan. All of these showing on the credit report required the underwriters to find a work aroundYour file was worked on daily to make sure we were moving forward. We use different departments to ensure that we are able to touch each file daily with experts in each portion of the loan process. Having said that, feedback is always a good thing and I will take this and discuss how it made you feel for potential future changeI see that the Clear to Close was received on 1/and I truly hope you enjoy the new home. It is hard sometimes to see the hours and hard work put in by all individuals involved in order to get you into the new property, however, I can assure you that we did the very best we could with your situation
I have responded to the client directly We are due to close this loan within the next week
Thank you for your feedbackRegretfully, the circumstances of your loan are far from idealWhile we do everything we possibly can to ensure your loan will close on time, there are some matters we simply cannot controlCommunications between you and your loan officer, dating from January 26th and
27th, reflect that you were told that this money would not be refunded or rolled into the loanAlso, you are aware, a credit dispute had to be removed from your file, which triggered an automatic requirement that you have cash reserves on hand to close the loanWe value your business very much and we truly wish this experience hadn't been so stressful for you
This was certainly a challenging situation as buying a
HUD home requires many more hoops to jump through than a purchase.
"> The appraisal was ordered on February 11. Since
this is a HUD home all the utilities needed to be turned on including the
gas. This took a few days to coordinate and the propane company was not
able to make it out until 2/24. Then there was a delay with the de-winterization
and could not complete until the first week of MarchThe appraisal was finally
completed and received on 3/10. That is the point we uploaded to the
underwriter our first set of conditions.
On 3/we needed the first extension.
We ran into other delays with gift money issues, which
can sometimes cause delays as FHA is VERY specific about how they want to see
this. We went back and forth for a month
or so getting this straightened out before we could finalize the last few stipulations to clear the loan for closing
Again, FHA can be specific and when you layer that with
buying a HUD home it can make the process arduousI am just glad that we
finally were able to bring this to a close a few days ago!
(The following was copy/paste by Revdex.com staff - LST)[redacted]Dakota, I am sorry you had the experience you did. Most of the time, things go smoothly and so the borrowers have a good experience. Although we try to make everyone happy, and most of the time succeed as you can see here...
(https://www.Revdex.com.org/cleveland/business-reviews/mortgage-banker/consumer-...⇄ we aren't 100% successful. Please see the attached letter from Benjamin B[redacted], our Director of Sales. We can assure you that while we cannot delete your information for compliance reasons, we will not contact you or use your information in any other way. Thanks for taking the time to give us this feedback! Caitlin B[redacted]Director of ResourcesConsumer Real Estate Finance Company NMLS #: [redacted]
[redacted]www.crefco.com
We understand your frustration with the very trying extensions, we certainly never intend for any of our borrowers to have these difficult situations arise. As you know, the major problem we ran into was the escrow hold-back, which stalled communications while third parties collaborated to figure...
out this unique scenario within a VA loan. At times, we are stuck between a rock and a hard place when we have no answers to give, but that is no excuse for not taking the time to return emails. It is unacceptable for any client of ours to feel left in the dark, and for that, we truly apologize. We are extremely pleased that your home was not lost and that you will be closing soon. Providing optimal service for our veterans is a primary goal, and while your loan presented some new challenges within the program, we will now be able to better serve vets with the knowledge gained. Thank you for sticking it out with us, and thank you for your service.
We pre-qualify a client based on their current income and credit. From those two perspectives, she was OK to purchase the home. Sometimes when doing a mortgage for someone, we have to rely on what information they are giving to us. Based on what she told us, her attorney having this under control, we ordered the appraisal on her behalf.
this is the letter from my attorney: They knew that I could not do a deed in lieu and still get the home. They also knew that there was no way I was getting the home with home still in name. yet appraisal was still ordered and I was billed for it
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.There were many incorrect statements in their response to my complaint. This was only brought to a close one day prior to the company's response. The dates of occurrence are incorrect. I can provide correct dates, as well as all correspondence including emails, call logs and faxes with myself and the realtors. The response from the company never addressed the original issue: accepting blame for their part in the delays and providing reimbursement for fees that were placed on me as a result of their failure to provide services in the timely manor they assured that they would. As I mentioned before, I will accept the first two extensions as reasonable and accept paying those fees. The last two extension fees totaling $750, should be credited or reimbursed in full. These were only caused by the company and the underwriters that they contract out with.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12229125, and find that this resolution is satisfactory to me. I do suggest they work hard on improving so that other customers won't have the same bad experience I did.
Regards,
[redacted]
We regret that your experience is still causing you grief. Your loan auditor has worked full time since she started. Again, all of our employees work full-time; some work well beyond full-time. However, our employees have the autonomy to work the schedules that work best for the greater amount of customers they are working for. Your loan auditor's current schedule has her working later in the day. The lapses in communication, including on the 3/28, were due to your file being in underwriting, where again, communication does tend to temporarily slow down. That said, your requests should have been met promptly, and I am happy to provide any documentation you might require. I am emailing you all of the requested information you seek, and if you should require anything else, just let me know. I do not want to share that information here because it contains some of your personal identifying information, which is not suitable for this platform. As for the incomplete documentation, your loan officer instructed you that all paperwork needed to be provided in full. When it came to your incomplete W-2 package, it appears that there was a job that there was no W-2 for. While our processors are instructed to look out for this scenario, mistakes can occur when it appears that W-2 information is complete because multiple W-2s do exist in the file. We recognize the oversight on our side, but we were also not working with complete package we requested. Again, we regret that your experience was less than ideal. We will continue to work diligently to improve all of our process to better insure that all of our customers have a more ideal experience.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Like I stated in the complaint the income was in line with the previous year to date income, actually 2015 earnings were LESS than 2014 earnings to date. The comment they made in their reply stating overtime started to increase is incorrect & we have the pay stubs to prove it. Regardless of the income issues the staff at the company strung us along for weeks by telling us repeatedly the loan was on the verge of being approved. This delay caused the sellers to not extend the contract. CREFCO left a message for us stating it was denied due to being over the income cap AFTER the final closing date had come & gone. They did not return calls or emails to us or our realtor for a week before they told us it was denied. They never sent us an official denial or follow up email offering us to go the FHA route. Basically they dropped the ball & did not do their job. Had they told us in the beginning we made too much money we would not be out the earnest money, appraisal & inspection fees. Lesson learned- research who you do business with.Regards,[redacted]