Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I changed jobs that is correct, but that has nothing to do with from June - October 2017, I wasn't presented with any information about the loan was denied. This is the first I am hearing of the loan being denied. I have supplied documentation to verify. Due to the lack of customer service, and dishonesty is the reason I am requesting my money back. Also to report that a business of this caliber needs to be reported for the way I have been treated, as a consumer. If it was denied back in July okay fine I could accept that, but to give me the run around with closing, and not, that is just not good business. All I am asking is for $485.00Regards,*** ***
In OctI started to refinance FHA, my home with OneTrust Home Loans with *** ***, Loan Originator NMLS#***I was contacted by *** ***, Client Manager and he requested many, many documents from meI supplied them with all the information they requestedIn Nov they secluded an appraisalThe appraisal was done with no conditions needed This loan NEVER closedI received a email from Mr*** on Aprial SIX MONTHS after I started the process stating that they could not close and that they need a new appraisal They wanted to cancel the existing FHA case number, adverse the current loan, start a new loan with new FHA case number and disclosures, new Appraisal, pull new credit reports ( by now they had pulled over credit reports), obtain all new documentsI had already paid well over $for a Structural Engineer report that WAS NOT needed per the appraiser, Loan Payoff documents, tag verification that was not neededI was done with th
Matt and his team went above and beyond for me on this loanThis was my first purchase and they made sure that I was in the loop throughout every stepEmails and phone calls were returned within an hour or two and the level of customer service can not be beatIf you are considering purchasing or refinancing I highly recommend this team!
OneTrust Home Loans was recommended to my husband and myself by a relative when we decided to purchase a second home Our Loan Originator was very helpful in assisting us to achieve this goalHe was very thorough in explaining the loan process and always available to answer questionsThe loan process progressed very smoothly and in a timely mannerI highly recommend OneTrust and would use their services again in the future
I was new to the area and my real estate agent recommended One Trust and Matt G***I had been working with my credit union in Pasadena but they were not responsive enough and turn around of approval letters was very slow I made offers on homes and Matt was very responsive in producing the necessary letter for my offersOne Trust walked me through the process and Matt was always available for questions The collection and submission of all the documentation was straight forward and the staff made it as easy as possibleWorking with One Trust for my mortgage was a very positive experience
One Trust Home Loans is HORRIBLE! I started the refinance w/cash out in Octof As of today April 17, the loan has not closed They keep setting closing dates, requesting closing statements from my current mortgage company at a cost of $10.00, then come up with some reason why it can't close and request another document that they say is needThey requested a Structural Inspection stating that the appraisal requested it - not true, and it was not warranted or needed, but I did it anyway at a cost of $Which they said was the final piece and the loan would close - that was in Jan17They refused to accept the photo's that both the appraiser and myself submitted for the tags on my home as well as the IBTS Certificate that is attached to the house and made me pay for a letter from the IBTS as a cost of $100.00, which again they said was the final piece and the loan would close - Feb They handled this so poorly that the only thing they suggested I could do was to cancel the loan application made in Oct16, adverse the FHA case and start overThis is after I spent out of my pocket over $for inspections,documents and closing statements(in total) that were not needed They lied in telling me that I need to have the appraiser come back out to my house to re-inspect the master bath that was being painted during the first appraisal as stated in the report before funding I called the appraiser and he was kind enough to walk through his report I found out that there was NOTHING in the appraisal report that would have even suggested a Structural Inspection and that there also was nothing in the report to have him re-inspect the bathroom for unfinished painting before fundingI highly recommend anyone looking to do business with OneTrust Homes NOT TOGO SOME PLACE ELSE
They lie, they miss lead you, and cost you more money then you need to spend
I have never been so dissatisfied with any other company as bad as I have been by this one. They share your personal financial information with other people. They were going around telling people that we could afford to put more into our house than the minimum deposit. They do not know our situation and happen to be incredibly inaccurate. They also sent us someone else's personal Credit Report information just because that guy had the same last name. Every time I email them they respond very curtly. They have zero respect for customers and their privacy. They have also emailed repeatedly our login ID and password information in one unsecure email. If our email gets hacked someone will be able to access ALL our personal information including our SSN, DOB, banking information and more. When we reported this error they replied with a we told out IT people. But it continues to happen. This is an awful company and I have no idea how they are even still in business.
Terrible experience from the start. They keep you in the dark along very crucial issues and drag their feet. I received a 203k loan that was sold off immediately without my knowledge. Work had begun and I had no access to funds to pay the workers. It has been almost 3 weeks and still no payment. Spoke with the president of the company, and his solution is to expedite the loan transfer so he can rid himself of the problem, rather than pay the workers. I have multiple examples of my loan officer telling me to start work and the refunds would only take a couple of days.
PLEASE do yourself a favor and seek another loan company who cares about people and who are proficient in their job.
We do not agree with the customer complaint, and have documentation that contradicts the narrative which can be provided upon request. Our National [redacted] Manager, [redacted], reached out to Ms. [redacted] several times to resolve this complaint. Ms. [redacted] has had two jobs since her loan had been denied in early October, and her new income is roughly 30% lower than it was then it was then. In regards to the appraisal fee, the attachment that Ms. [redacted] signed indicates that the appraisal fee cannot be refunded once placed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Ms. [redacted]:At OneTrust Home Loans we believe service is everything and appreciate your feedback. We apologize for any inconvenience this may have caused and would like to work with you to get this issue resolved. As you are aware, the mortgage that you closed with OneTrust Home...
Loan’s was setup with monthly payments and presented this way on your closing loandocuments and Closing Disclosure. Your loan has since been sold however we do understand your position and would like to help you, in any capacity that we can. On January 23, 2017, when this complaint first came to our attention, our VP, Director of Sales called and spoke to you regarding the payment process and provided the information you requested. Based on the conversation, our understanding is thatyou agreed to remove your complaint so we considered this matter satisfactorily resolved at that point. However, we’ve noticed the complaint is still active; therefore, wetried to contact you on several occasions without any success. We welcome a chance to discuss the details over the phone so we can review together and work through any misunderstandings that still remain. Please contact our corporate office at ###-###-#### to speak with me.Again, please accept our sincerest apology for not receiving the highest level of customer service. We take your feedback seriously as it helps us become better at what we do. Thank you for your business and we look forward to working with you to close this matter.Sincerely,[redacted]President
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I tried twice 9/23/14 and 9/24/14 to return the call from the vice president who left a message to return his call, , and so far he has not returned my call. I also went to the wesite and on t6he chat line, I mentioned that Mr. [redacted] left a message for me to call him, which I did twice. No answer from the "chat".
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to be refunded my $485.00, I filed a complaint due to negligence on this company before that their staff didn't move forward with a home loan, they pushed off ‘Closing’ on a home several times with no legit reason. Complaint ID – [redacted]. In Nov. 2017, I was assured Nov. 2017 by the CEO that his [redacted] team had spoken with the listing agent and seller and everyone was on board about selling the home to me and that the lending team would be right on it to 'Close' on the home. Sadly, another broken promise, I happen to be surfing the web 'Trulia' 11./24/2017 & notice that the house was up 'For Sale.' Very disturbing...I reached out to the VP of Loan [redacted] and Loan [redacted] to inquire. The VP of Loan [redacted] said that he wasn't aware, & that I needed to reach out to the Realtor. Ironically, VP of Loan [redacted] 11/29 mention to me that neither the Listing Agent, Seller, nor Realtor ag[redacted] to selling the home to me, even though for the past 20 days he and his Loan [redacted] have been requesting documents from me going back & forth of information they needed from me. Nov. 22, 2017 I emailed him to inquire if there was anything else needed for to set a 'Closing' date 11/22. Loan [redacted] mention that when she return 11/27 she get all my paperwork that I sent to her (per her request) on 11/17 she would review when she returns from being away from the office. Just as a note, in the event they may say, that there is a miscommunication between CEO and VP of Loan [redacted], not true. I was informed that VP would be handling in place of the previous staff, to assist me in getting this carried out. The VP of of Loan [redacted] emailed me 11/27 that the seller nor the realtor didn't agree to re-write up the contract to sell the home to me. I find very strange why would they have me go through all of this in the first place then. I receive word that the house was under contract with someone else 11/27 by another realtor. I was thoroughly mislead. Truly bad business.
This company is HORRIBLE. They boast they close on homes in 12 days but had 4.5 months to close on mine and didn't. They set the closing date, still didn't get the loan done and I lost what should have been my home and all I got was we hope you'll use us in the future. They ignore emails and phone calls and I delivered almost every document they needed for the loan. If your dream is to purchase a home DO NOT use this company!!!
I talked to them prior to receiving notification from you they had not responded. I was told I would not be able to make biweekly payments and I shouldn't have been told that. I was told it would be a "learning experience" for the person I spoke with. Also, no one had made it clear my loan would be sold back to the company that had it in the first place, one I was trying to get away from. I refinanced for biweekly which the bank would not agree to. I was told I could make a half a payment on the 1st and they would sit on it until I made the second half on the 15th. But, what good does that accomplish, when I wanted to shorten the length of my loan? Nothing was resolved. All I wanted was to make biweekly payments to shorten a few years off, and was not able to do that after that fact. I take partial responsibility in the fact I did not read all documentation at the closing, but who has the time for reading all? Granted, everything should be read, but I don't know a person who would at the time of closing.
We are in the process of refinancing our home through One Trust Lenders, and, so far, our experience has been extremely positive. There has been nothing "hidden" in any of the transactions and the loan officer we are working with has kept us updated on the progress of our application.
Everyone has been knowledgeable, professional and extremely courteous. We would definitely recommend this business.
The CEO of our company contacted Ms. [redacted] to discuss the concerns detailed in her complaint, and has decided to move forward with the loan after reviewing the information provided to her.
Hello [redacted],We take your feedback very seriously and apologize for any inconvenience this has caused. As you mentioned the terms of the loan were provided for your review at the time of application and again before closing: The initial Loan Estimate provided on 11/21/2016 (the same day you applied) indicated “monthly principal & interest” payments and that “we intend to transfer the servicing of your loan.” The monthly payment was also disclosed again on the Closing Disclosures issued 12/20/2016, three days before you signed and closed your loan. We've attempted to contact you to discuss the specifics over the phone several times however we have not received a call back to date. We welcome a chance to discuss this with you in greater detail in hopes of finding an acceptable resolution. Please contact our corporate office at ###-###-####. Again, we apologize for any inconvenience this has caused and hope to work with you again in the future. Sincerely,[redacted]President
Our VP of Sales contacted and spoke to the client and explained that the underwriter, not appraiser, determines what is needed to close the loan. We then refunded the $525.00 appraisal fee to the client and offered to work with her on an alternative solution if she so desires.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I changed jobs that is correct, but that has nothing to do with from June - October 2017, I wasn't presented with any information about the loan was denied. This is the first I am hearing of the loan being denied. I have supplied documentation to verify. Due to the lack of customer service, and dishonesty is the reason I am requesting my money back. Also to report that a business of this caliber needs to be reported for the way I have been treated, as a consumer. If it was denied back in July okay fine I could accept that, but to give me the run around with closing, and not, that is just not good business. All I am asking is for $485.00Regards,*** ***
In OctI started to refinance FHA, my home with OneTrust Home Loans with *** ***, Loan Originator NMLS#***I was contacted by *** ***, Client Manager and he requested many, many documents from meI supplied them with all the information they requestedIn Nov they secluded an appraisalThe appraisal was done with no conditions needed This loan NEVER closedI received a email from Mr*** on Aprial SIX MONTHS after I started the process stating that they could not close and that they need a new appraisal They wanted to cancel the existing FHA case number, adverse the current loan, start a new loan with new FHA case number and disclosures, new Appraisal, pull new credit reports ( by now they had pulled over credit reports), obtain all new documentsI had already paid well over $for a Structural Engineer report that WAS NOT needed per the appraiser, Loan Payoff documents, tag verification that was not neededI was done with th
Matt and his team went above and beyond for me on this loanThis was my first purchase and they made sure that I was in the loop throughout every stepEmails and phone calls were returned within an hour or two and the level of customer service can not be beatIf you are considering purchasing or refinancing I highly recommend this team!
OneTrust Home Loans was recommended to my husband and myself by a relative when we decided to purchase a second home Our Loan Originator was very helpful in assisting us to achieve this goalHe was very thorough in explaining the loan process and always available to answer questionsThe loan process progressed very smoothly and in a timely mannerI highly recommend OneTrust and would use their services again in the future
I was new to the area and my real estate agent recommended One Trust and Matt G***I had been working with my credit union in Pasadena but they were not responsive enough and turn around of approval letters was very slow I made offers on homes and Matt was very responsive in producing the necessary letter for my offersOne Trust walked me through the process and Matt was always available for questions The collection and submission of all the documentation was straight forward and the staff made it as easy as possibleWorking with One Trust for my mortgage was a very positive experience
One Trust Home Loans is HORRIBLE! I started the refinance w/cash out in Octof As of today April 17, the loan has not closed They keep setting closing dates, requesting closing statements from my current mortgage company at a cost of $10.00, then come up with some reason why it can't close and request another document that they say is needThey requested a Structural Inspection stating that the appraisal requested it - not true, and it was not warranted or needed, but I did it anyway at a cost of $Which they said was the final piece and the loan would close - that was in Jan17They refused to accept the photo's that both the appraiser and myself submitted for the tags on my home as well as the IBTS Certificate that is attached to the house and made me pay for a letter from the IBTS as a cost of $100.00, which again they said was the final piece and the loan would close - Feb They handled this so poorly that the only thing they suggested I could do was to cancel the loan application made in Oct16, adverse the FHA case and start overThis is after I spent out of my pocket over $for inspections,documents and closing statements(in total) that were not needed They lied in telling me that I need to have the appraiser come back out to my house to re-inspect the master bath that was being painted during the first appraisal as stated in the report before funding I called the appraiser and he was kind enough to walk through his report I found out that there was NOTHING in the appraisal report that would have even suggested a Structural Inspection and that there also was nothing in the report to have him re-inspect the bathroom for unfinished painting before fundingI highly recommend anyone looking to do business with OneTrust Homes NOT TOGO SOME PLACE ELSE
They lie, they miss lead you, and cost you more money then you need to spend
I have never been so dissatisfied with any other company as bad as I have been by this one. They share your personal financial information with other people. They were going around telling people that we could afford to put more into our house than the minimum deposit. They do not know our situation and happen to be incredibly inaccurate. They also sent us someone else's personal Credit Report information just because that guy had the same last name. Every time I email them they respond very curtly. They have zero respect for customers and their privacy. They have also emailed repeatedly our login ID and password information in one unsecure email. If our email gets hacked someone will be able to access ALL our personal information including our SSN, DOB, banking information and more. When we reported this error they replied with a we told out IT people. But it continues to happen. This is an awful company and I have no idea how they are even still in business.
Terrible experience from the start. They keep you in the dark along very crucial issues and drag their feet. I received a 203k loan that was sold off immediately without my knowledge. Work had begun and I had no access to funds to pay the workers. It has been almost 3 weeks and still no payment. Spoke with the president of the company, and his solution is to expedite the loan transfer so he can rid himself of the problem, rather than pay the workers. I have multiple examples of my loan officer telling me to start work and the refunds would only take a couple of days.
PLEASE do yourself a favor and seek another loan company who cares about people and who are proficient in their job.
We do not agree with the customer complaint, and have documentation that contradicts the narrative which can be provided upon request. Our National [redacted] Manager, [redacted], reached out to Ms. [redacted] several times to resolve this complaint. Ms. [redacted] has had two jobs since her loan had been denied in early October, and her new income is roughly 30% lower than it was then it was then. In regards to the appraisal fee, the attachment that Ms. [redacted] signed indicates that the appraisal fee cannot be refunded once placed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Ms. [redacted]:At OneTrust Home Loans we believe service is everything and appreciate your feedback. We apologize for any inconvenience this may have caused and would like to work with you to get this issue resolved. As you are aware, the mortgage that you closed with OneTrust Home...
Loan’s was setup with monthly payments and presented this way on your closing loandocuments and Closing Disclosure. Your loan has since been sold however we do understand your position and would like to help you, in any capacity that we can. On January 23, 2017, when this complaint first came to our attention, our VP, Director of Sales called and spoke to you regarding the payment process and provided the information you requested. Based on the conversation, our understanding is thatyou agreed to remove your complaint so we considered this matter satisfactorily resolved at that point. However, we’ve noticed the complaint is still active; therefore, wetried to contact you on several occasions without any success. We welcome a chance to discuss the details over the phone so we can review together and work through any misunderstandings that still remain. Please contact our corporate office at ###-###-#### to speak with me.Again, please accept our sincerest apology for not receiving the highest level of customer service. We take your feedback seriously as it helps us become better at what we do. Thank you for your business and we look forward to working with you to close this matter.Sincerely,[redacted]President
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I tried twice 9/23/14 and 9/24/14 to return the call from the vice president who left a message to return his call, , and so far he has not returned my call. I also went to the wesite and on t6he chat line, I mentioned that Mr. [redacted] left a message for me to call him, which I did twice. No answer from the "chat".
Hello,
We have reached to this consumer and left a message with the consumer and will provide additional details following a conversation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to be refunded my $485.00, I filed a complaint due to negligence on this company before that their staff didn't move forward with a home loan, they pushed off ‘Closing’ on a home several times with no legit reason. Complaint ID – [redacted]. In Nov. 2017, I was assured Nov. 2017 by the CEO that his [redacted] team had spoken with the listing agent and seller and everyone was on board about selling the home to me and that the lending team would be right on it to 'Close' on the home. Sadly, another broken promise, I happen to be surfing the web 'Trulia' 11./24/2017 & notice that the house was up 'For Sale.' Very disturbing...I reached out to the VP of Loan [redacted] and Loan [redacted] to inquire. The VP of Loan [redacted] said that he wasn't aware, & that I needed to reach out to the Realtor. Ironically, VP of Loan [redacted] 11/29 mention to me that neither the Listing Agent, Seller, nor Realtor ag[redacted] to selling the home to me, even though for the past 20 days he and his Loan [redacted] have been requesting documents from me going back & forth of information they needed from me. Nov. 22, 2017 I emailed him to inquire if there was anything else needed for to set a 'Closing' date 11/22. Loan [redacted] mention that when she return 11/27 she get all my paperwork that I sent to her (per her request) on 11/17 she would review when she returns from being away from the office. Just as a note, in the event they may say, that there is a miscommunication between CEO and VP of Loan [redacted], not true. I was informed that VP would be handling in place of the previous staff, to assist me in getting this carried out. The VP of of Loan [redacted] emailed me 11/27 that the seller nor the realtor didn't agree to re-write up the contract to sell the home to me. I find very strange why would they have me go through all of this in the first place then. I receive word that the house was under contract with someone else 11/27 by another realtor. I was thoroughly mislead. Truly bad business.
This company is HORRIBLE. They boast they close on homes in 12 days but had 4.5 months to close on mine and didn't. They set the closing date, still didn't get the loan done and I lost what should have been my home and all I got was we hope you'll use us in the future. They ignore emails and phone calls and I delivered almost every document they needed for the loan. If your dream is to purchase a home DO NOT use this company!!!
I talked to them prior to receiving notification from you they had not responded. I was told I would not be able to make biweekly payments and I shouldn't have been told that. I was told it would be a "learning experience" for the person I spoke with. Also, no one had made it clear my loan would be sold back to the company that had it in the first place, one I was trying to get away from. I refinanced for biweekly which the bank would not agree to. I was told I could make a half a payment on the 1st and they would sit on it until I made the second half on the 15th. But, what good does that accomplish, when I wanted to shorten the length of my loan? Nothing was resolved. All I wanted was to make biweekly payments to shorten a few years off, and was not able to do that after that fact. I take partial responsibility in the fact I did not read all documentation at the closing, but who has the time for reading all? Granted, everything should be read, but I don't know a person who would at the time of closing.
We are in the process of refinancing our home through One Trust Lenders, and, so far, our experience has been extremely positive. There has been nothing "hidden" in any of the transactions and the loan officer we are working with has kept us updated on the progress of our application.
Everyone has been knowledgeable, professional and extremely courteous. We would definitely recommend this business.
The CEO of our company contacted Ms. [redacted] to discuss the concerns detailed in her complaint, and has decided to move forward with the loan after reviewing the information provided to her.
Hello [redacted],We take your feedback very seriously and apologize for any inconvenience this has caused. As you mentioned the terms of the loan were provided for your review at the time of application and again before closing: The initial Loan Estimate provided on 11/21/2016 (the same day you applied) indicated “monthly principal & interest” payments and that “we intend to transfer the servicing of your loan.” The monthly payment was also disclosed again on the Closing Disclosures issued 12/20/2016, three days before you signed and closed your loan. We've attempted to contact you to discuss the specifics over the phone several times however we have not received a call back to date. We welcome a chance to discuss this with you in greater detail in hopes of finding an acceptable resolution. Please contact our corporate office at ###-###-####. Again, we apologize for any inconvenience this has caused and hope to work with you again in the future. Sincerely,[redacted]President
Our VP of Sales contacted and spoke to the client and explained that the underwriter, not appraiser, determines what is needed to close the loan. We then refunded the $525.00 appraisal fee to the client and offered to work with her on an alternative solution if she so desires.