My husband and I feel it necessary to inform you about our experience with Gateway Mortgage. We were very excited to purchase our first home and even more excited since we were expecting our first child together. We were refered to Gateway Mortgage by some friends that had used them as their mortgage broker two years ago. My husband contacted John [redacted], the branch manager, to start the preapproval process. John was very friendly and knowledgable over phone and collected all of the information he needed to start the preapproval process. He told my husband that he would contact him back in a week and listed some items he would need from my husband, recent pay stubs, W-2'S etc. My husband dropped off the paperwork the next day. A week and a half went by without any contact from John or his staff so my husband called the office to check the progress of the preapproval. He was told John was out of the office and would call him back. Three weeks later and multiple weekly calls to John's office, John finally sent a message to my husband apologizing for the delay. He said he had been sick and had some personal business he was dealing with. My husband and I were debating on switching brokers but decided to stay with them because we understand things happen that are our of your control. In the message John did not say if we were preapproved or not. I decided we needed to go to the office and figure out what was going on since we were not able to get an answer over the phone. When we got to the office John asked us if we had found a house yet. We were surprised he asked us this since we had not begun looking for a house yet. We were waiting for the preapproval so we knew what price range to look at. John was very pleasant and answered all of our questions and even gave us a referal for a relator. We left the office excited and ready to find a house. I contacted the relator John had refered us to a hour after we left John's office. John had already contacted the realtor and let him know were would be contacting him and that we had a preapproval already. Three days later we had found a house and submitted an offer. We set up a 45 day closing instead of the typical 30 day closing because the house we wanted to buy was banked owned and that can stall the process. We contacted John and started the loan process. John gave us a list of all of the information they would need to start the process. We gave him everything he requested the next day. A couple weeks went by without any word from Gateway Mortgage. We called and emailed to check on the progress and received no answer. This went on for weeks. Someone from Gateway Mortgage would occasionally email me and request more information and I would drop off whatever they needed the same day or the next morning and then it would go back to radio silence. Gateway Mortgage was not communicating with us and they stopped communicating with our realtor also. We had to file 3 extensions with the bank we were purchasing our house from and almost lost the house because Gateway Mortgage. What was suppose to be a 45 day closing turned into 100 days because of their lack of organization and communication. They made what should have been an exciting time in our life and stressful and exhausting process. My husband and myself had to bounce from house to house because of the delay with the loan and John and his staff would not tell us why there was a delay to begin with. We moved into the house 2 weeks before I gave birth to our son. I have never been so frustrated with a process in my life. It was a terrible experience.
My husband and I feel it necessary to inform you about our experience with Gateway Mortgage. We were very excited to purchase our first home and even more excited since we were expecting our first child together. We were refered to Gateway Mortgage by some friends that had used them as their mortgage broker two years ago. My husband contacted John [redacted], the branch manager, to start the preapproval process. John was very friendly and knowledgable over phone and collected all of the information he needed to start the preapproval process. He told my husband that he would contact him back in a week and listed some items he would need from my husband, recent pay stubs, W-2'S etc. My husband dropped off the paperwork the next day. A week and a half went by without any contact from John or his staff so my husband called the office to check the progress of the preapproval. He was told John was out of the office and would call him back. Three weeks later and multiple weekly calls to John's office, John finally sent a message to my husband apologizing for the delay. He said he had been sick and had some personal business he was dealing with. My husband and I were debating on switching brokers but decided to stay with them because we understand things happen that are our of your control. In the message John did not say if we were preapproved or not. I decided we needed to go to the office and figure out what was going on since we were not able to get an answer over the phone. When we got to the office John asked us if we had found a house yet. We were surprised he asked us this since we had not begun looking for a house yet. We were waiting for the preapproval so we knew what price range to look at. John was very pleasant and answered all of our questions and even gave us a referal for a relator. We left the office excited and ready to find a house. I contacted the relator John had refered us to a hour after we left John's office. John had already contacted the realtor and let him know were would be contacting him and that we had a preapproval already. Three days later we had found a house and submitted an offer. We set up a 45 day closing instead of the typical 30 day closing because the house we wanted to buy was banked owned and that can stall the process. We contacted John and started the loan process. John gave us a list of all of the information they would need to start the process. We gave him everything he requested the next day. A couple weeks went by without any word from Gateway Mortgage. We called and emailed to check on the progress and received no answer. This went on for weeks. Someone from Gateway Mortgage would occasionally email me and request more information and I would drop off whatever they needed the same day or the next morning and then it would go back to radio silence. Gateway Mortgage was not communicating with us and they stopped communicating with our realtor also. We had to file 3 extensions with the bank we were purchasing our house from and almost lost the house because Gateway Mortgage. What was suppose to be a 45 day closing turned into 100 days because of their lack of organization and communication. They made what should have been an exciting time in our life and stressful and exhausting process. My husband and myself had to bounce from house to house because of the delay with the loan and John and his staff would not tell us why there was a delay to begin with. We moved into the house 2 weeks before I gave birth to our son. I have never been so frustrated with a process in my life. It was a terrible experience.