NationsChoice Mortgage

Dear Revdex.com,Mrs. [redacted]’s complaint was made prematurely as a result of her credit card company’s failure to timely process the requested refund.  I have attached an email from Mrs. [redacted] where she details her error in making this complaint to the Revdex.com.  Specifically, her...

email says that she made the “complaint too soon” and did not allow “time for the refund to post.”  Further, Mrs. [redacted] states that she sent “an e-mail to the Revdex.com to disregard the complaint” and “Thanks for the credit.”  As this is obviously not an unsatisfied customer, please remove the complaint.  Thank you,NationsChoice Mortgage Customer Service [redacted]

First, the complaint is moot, premature, and should beremoved from our complaints against us. As once management was informed of [redacted] request, we immediatelyoffer her 3.875% 30 fixed no cost loan. This offer is .125% better than other Company.  We have already...

sent her theapplication.  Just like every otherBorrower who comes to us, we will beat any legitimate Good Faith Estimate aslong as they adhere to our guarantee policy. Though [redacted] didn’t qualify for our guaranteepolicy but we beat our competitor anyway. As for [redacted] she states in her complaint thatshe stated terms “that to me says…” and “I assume”, which are both opinions andnot fact of our Guarantee Policy.  Ourpolicy link is below.   The lender alsoprovided a WORSE priced loan than the terms [redacted] closed at.   The UNLOCKED Good Faith Estimate that [redacted] sent the company states that the credit should be $6,646.25.  However, the closing lenders credit atclosing was $5,062.50.   [redacted] thengoes on the state the Lender gave her a check for $1,502 after closing which isin violation of [redacted] and [redacted] policy.  Also, the statement provided by the borrowerreflects payment of fees outside of closing not reflected on the [redacted]-1, thislikely is a violation of [redacted] that could open up the rescission period andsubject [redacted] Mortgage to fines and civil liability.  NationsChoice Mortgage does not and will notpractice such non-compliant loans. So, we are asking Revdex.com to remove this inaccuratecomplaint.  As we have abided by ourGuarantee policy which clearly states we have 72 hours to reply, even though wedidn’t have to.  [redacted] presented usthe closed [redacted] on August 19th and we sent application at an .125% lower onAugust 21st. The company took no improper action, but in the spiritof customer service and despite the time lost responding to a complaint that ispre-mature, the company will continue to strive for 100% satisfaction.  Here is the link to the guarantee:[redacted]

Dear Revdex.com,Thank you for bringing this to our attention.  We strive for 100% customer satisfaction, take customer comments seriously, and use those comments to make us a better company focusing on the customer.This complaint resulted from a misunderstanding, a wrong phone number,...

and improper communication on the company’s part.  Since the complaint, the company was able to reach Mr. [redacted] at his correct phone number and is moving forward with the loan process.  The customer is aware of the company’s mistaken use of the wrong phone number, apologies for the confusion have been provided, and the company intends to close the requested mortgage loan in a timely matter and to provide exceptional customer service throughout the process.  As a background, the customer completed a loan application on December 12, 2014.  Later that day, the application was sent to the customer for signature.  The customer provided the signatures needed and sent the company an email asking for a phone call.  From the date of the application until the date of the December 22nd complaint, the customer’s loan officer made numerous phone calls to the customer.  Unbeknownst to the loan officer or the company, the initial numbers provided were incorrect and the customer was not receiving the voice mail messages.After receiving this complaint and verifying the correct phone number, we are happy to report that the customer’s mortgage loan application is moving forward and is expected to close in a timely manner.   I have provided the customer my direct phone number for any questions or concerns and will supervise the loan process moving forward to ensure timely and proper completion of the loan application.  Sincerely, [redacted]Corporate Counsel

I would absolutely work with Victor again. He is responsive, knowledgeable, hardworking, and even his wife has his back when he gets called away from his work. My refi closed seamlessly and I felt I got a good deal on costs and rates. Thank you Victor for working so hard for us.

Dear Revdex.com,Mrs. [redacted]’s complaint was made prematurely as a result of her credit card company’s failure to timely process the requested refund.  I have attached an email from Mrs. [redacted] where she details her error in making this complaint to the Revdex.com.  Specifically, her...

email says that she made the “complaint too soon” and did not allow “time for the refund to post.”  Further, Mrs. [redacted] states that she sent “an e-mail to the Revdex.com to disregard the complaint” and “Thanks for the credit.”  As this is obviously not an unsatisfied customer, please remove the complaint.  Thank you,NationsChoice Mortgage Customer Service [redacted]

It was a very good experience.

This is the second time I used Nation's Choice and I wouldn't use any other lending company. Victor from Nation's Choice gives outstanding, professional service and extremely prompt service. When companies try and match the interest rates or charges they never do. Save yourself time and money and make them your first and only call!

First, the complaint is moot, premature, and should beremoved from our complaints against us. As once management was informed of [redacted] request, we immediatelyoffer her 3.875% 30 fixed no cost loan. This offer is .125% better than other Company.  We have already...

sent her theapplication.  Just like every otherBorrower who comes to us, we will beat any legitimate Good Faith Estimate aslong as they adhere to our guarantee policy. Though [redacted] didn’t qualify for our guaranteepolicy but we beat our competitor anyway. As for [redacted] she states in her complaint thatshe stated terms “that to me says…” and “I assume”, which are both opinions andnot fact of our Guarantee Policy.  Ourpolicy link is below.   The lender alsoprovided a WORSE priced loan than the terms [redacted] closed at.   The UNLOCKED Good Faith Estimate that [redacted] sent the company states that the credit should be $6,646.25.  However, the closing lenders credit atclosing was $5,062.50.   [redacted] thengoes on the state the Lender gave her a check for $1,502 after closing which isin violation of [redacted] and [redacted] policy.  Also, the statement provided by the borrowerreflects payment of fees outside of closing not reflected on the [redacted]-1, thislikely is a violation of [redacted] that could open up the rescission period andsubject [redacted] Mortgage to fines and civil liability.  NationsChoice Mortgage does not and will notpractice such non-compliant loans. So, we are asking Revdex.com to remove this inaccuratecomplaint.  As we have abided by ourGuarantee policy which clearly states we have 72 hours to reply, even though wedidn’t have to.  [redacted] presented usthe closed [redacted] on August 19th and we sent application at an .125% lower onAugust 21st. The company took no improper action, but in the spiritof customer service and despite the time lost responding to a complaint that ispre-mature, the company will continue to strive for 100% satisfaction.  Here is the link to the guarantee:[redacted]

We strive to close customer mortgage loans quickly and to make the mortgage process as easy as possible.  Though it took longer than hoped, we have now completed Mr. [redacted] refinance loan request.  While the turn times were not ideal (resulting from changes of circumstance, multiple...

third-parties actions and inactions out of the control of the company), the company made every effort possible to provide the best mortgage customer service available.  This included involving the executive vice president and the chief compliance officer in an attempt to resolve the dissatisfaction of Mr. [redacted].  Additional efforts included paying for a new appraisal on behalf of Mr. [redacted] and giving his file priority to ensure a more timely closing.  We thank Mr. [redacted] for his patience in completing the loan.  Our goal is 100% customer satisfaction, we take customer comments seriously, and we use those comments to make us a better company focusing on the customer and to avoid delays such as those that occurred processing this loan application.

We strive to close customer mortgage loans quickly and to make the mortgage process as easy as possible.  The company has resolved this miscommunication issue with Mr. [redacted].  Mr. [redacted]'s issue has now been rectified.  We are moving forward with the loan as requested and...

expect a timely loan closing at the terms Mr. [redacted] requested.  We thank Mr. [redacted] for his patience.  Our goal is 100% customer satisfaction, we take customer comments seriously, and we use those comments to make us a better company focusing on the customer and to avoid delays such as those that occurred processing this loan application.

Dear Revdex.com,Thank you for bringing this to our attention.  We strive for 100% customer satisfaction, take customer comments seriously, and use those comments to make us a better company focusing on the customer.This complaint resulted from a misunderstanding, a wrong phone number,...

and improper communication on the company’s part.  Since the complaint, the company was able to reach Mr. [redacted] at his correct phone number and is moving forward with the loan process.  The customer is aware of the company’s mistaken use of the wrong phone number, apologies for the confusion have been provided, and the company intends to close the requested mortgage loan in a timely matter and to provide exceptional customer service throughout the process.  As a background, the customer completed a loan application on December 12, 2014.  Later that day, the application was sent to the customer for signature.  The customer provided the signatures needed and sent the company an email asking for a phone call.  From the date of the application until the date of the December 22nd complaint, the customer’s loan officer made numerous phone calls to the customer.  Unbeknownst to the loan officer or the company, the initial numbers provided were incorrect and the customer was not receiving the voice mail messages.After receiving this complaint and verifying the correct phone number, we are happy to report that the customer’s mortgage loan application is moving forward and is expected to close in a timely manner.   I have provided the customer my direct phone number for any questions or concerns and will supervise the loan process moving forward to ensure timely and proper completion of the loan application.  Sincerely, [redacted]Corporate Counsel

This was our first time using NationsChoice. Victor Salas-Fisher was very helpful and professional. Super responsive to all our questions and walked us through the process. Would definitely use again.

The borrower signed two legal form that clearly state that the Application Fee is Non-Refundable, if needed we can provide signed copies. We do authorized our licensed loan officers to authorize a credit for those fees once the loan closes.  We can also provide you the Loan Estimate that...

clearly states this.  The borrower choose, not us, to withdraw his application even though we could honor exactly what we quoted.However, Mr. [redacted] thought that amount could be refunded at any time.  Once management was aware of the situation, we resolved the situation to Mr. [redacted]’s satisfaction immediately.

In regards to Mr. [redacted]’s complaint, we anticipate that his loan will be closing within the next two weeks at the terms requested.  The process has taken longer than expected as we have had issue gathering the necessary information from third-parties who have been unwilling to respond timely to our requests.  We are moving forward and intend to close the loan ASAP. Thank you Yours Very Truly,Rich E[redacted]

While the company appears to be moving in the right direction, I will not considered my complaint resolved until I see the net result of my application.

I live in California and was trying to purchase a vacation home in Lake Havasu AZ. We began the loan process at the end of April with a friend who was having a very difficult time getting a loan approval. With our closing date approaching at the end of May we were in trouble, we were going to lose the house. I called [redacted] on May 21st for help. She was awesome. I have had a wonderful experience working with her. She made me feel as if I was her only client. And above all she closed the deal in 3 weeks. We have a new home and a new lender. I highly recommend NationsChoice and will do business with them in the future.

Review: I applied for a re-financing with NationsChoice Mortgage and paid the $495 appraisal fee up front. A few days later, another lender gave me a much better deal and I decided to work with them instead of Nations Choice. Given that an appraisal had not been done at the time of cancelling the deal, that no loan had been approved, I requested my initial $495. I did so over an email. The contact sales person made an attempt to salvage the deal but once he understood that I really wanted to cancel it, he disappeared. While he was previously very prompt in responding to my emails, after the request to cancel, he stopped answering my emails. I have yet to hear from him with an answer of how and whether I will get my deposit. There is no customer service phone to call, no one to contact, only the email of the unresponsive sales person. The most disappointing part is that I have dealt with this company on two previous occasions. While there were minor customer service frictions with those previous re-financings, they did go through. However, this low-level attempt to keep the appraisal fee has completely soured my experience with the company.

Business

Response:

To whom it may concern,

Please provide an additional 14 days to respond to this

complaint. I have been out of the office

and other employees have been working with the client in an attempt to get to

the bottom of this issue. I am currently

waiting for a phone call from the client and the additional time to 8/20/13, will allow for

it me to speak to him.

This review is about my second experience with NCM and how it was significantly worse than the first. The first time was when we bought our house, and though the organization throughout the process was lacking, everything got done and we were [barely] able to move in when we were told we could.

Fast forward a year later and I receive an unsolicited call from Lindsay L[redacted], of NCM, telling me that it would be a great time to refinance. If you've ever owned a home you're aware that you receive calls or mail nonstop from other companies telling you it's a great time to refi as well. However, I decided to proceed with NCM since we worked with them before and it was relatively painless.

Before agreeing to start the process, we had multiple phone calls with Lindsay in order to outline the terms and conditions. We were told -- mind you, this is multiple people on my end listening to and participating in the call -- that the ONLY thing we would be paying for was the appraisal. I paid the $400+ during that phone call and I was told that I would be reimbursed for it when we closed (which I never was and Lindsay claimed that we misunderstood). This was reiterated multiple times, as we were not looking to refi if we would be coming out of pocket on anything. Lindsay confirmed this and the process started.

A couple days later, Lindsay emailed us several documents and gave us about 45 minutes after seeing that we had opened them before she called us to see if we had questions. It seemed a little odd to literally give us less than an hour, on a Monday while at work, before trying to hurry us but that wasn't a big deal. As soon as these documents were signed and sent back, Lindsay all but disappeared. The majority of the process was handled by a woman, Lisa, whom we were told was fired halfway through our file. Unfortunately for us, she was literally the only person we could ever get a hold of with questions.

Lindsay had requested all the typical documents from us: pay stubs, taxes, bank accounts, etc. From that point on, she forwarded everything and took a back seat. Over the course of the next few weeks, Lisa repeatedly emailed us asking for documents that we had already sent to Lindsay. I called Lisa asking what the issue was since it seemed like every few days we were going in circles. Lisa essentially told me that Lindsay was responsible for these things and that she doesn't have "great communication". Great, at least I knew where the problem was.

ONE time ever throughout this entire process did Lindsay answer her office or cell phone when we called. Literally one time. Each and every single other time we called either line, we left a voicemail and sometimes received calls back at 9PM or 2-3 business days later. On one particular phone call, after expressing our frustration with this (no cursing or demeaning language was used) she told us that she was "personally offended" and that "99% of her clients are satisfied, so we were the 1%". Funny, a quick [redacted] search shows plenty of complaints about her specifically. She told us that she has 40+ clients and that's way more than the average Sales Manager. Well, why did you bother calling us if you couldn't handle that big of a workload? She also had no problem throwing any of her colleagues under the bus and telling us that she would find out who didn't get something done and that person would be fired...

Eventually, this got to the point of us contacting Ron G[redacted], the General Manager. He started off by defending NCM and their large pipeline of millions of dollars AKA we're super busy with tons of other work. After explaining to Ron our issues with Lindsay and the complete lack of communication (as well as CC'ing him on emails from that point on) he stepped up. Ron seemed to understand now and he began facilitating the process. We had constant communication with him from then on, even texting, but still got nothing from Lindsay. She did make a point, prior to closing, to tell us how glad she was that this was almost over and that she "couldn't wait to get my commission". Super professional.

If you've taken the time to read the longest review I've ever written, I'd like to also say that anyone can reach out to me to confirm any and all of this. I have every single email. This isn't an anger-fueled review due to having too much time on my hands. It's to help others stay away from one of the most frustrating people I've ever done business with. Again, I want to reiterate that Ron saved the deal, because I was ready to chalk it up to a giant waste of time and start over from scratch with someone else.

Lindsay L[redacted], you may want to try to learn from this opposed to being offended and shutting down...it's not a good look and it's clear we're not the 1% who feels this way.

I live in Michigan and needed a company to give me a mortgage in AZ. My realtor put me in touch with [redacted] at NationsChoice. Over two months [redacted] has always been professional, knowledgeable, available, and quick to respond to any and all questions or requests. He helped me choose the best mortgage for my needs, and I am 100% pleased with his efforts on my behalf. I would, without hesitation, recommend his services to anyone with similar needs.

I just had an excellent experience refinancing my home. Quick close and everything up front, no hidden costs or problems. I worked with Donn and Tiana and they were on top of everything every step of the way, very responsive and communicative. Very professional!