United Residential Mortgage, Inc.

Revdex.com:
I would also state for the record that my name was bought from a mailing listThe rates they are quoting me are higher than what I am already payingBait and switch would seem more appropriate for this companyI am on the do not mail listThey violated thatThese*** try to get people to refinance at higher rates and more of a loan than what is currently owedThey are not as innocent as they soundI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***
 %

The gentlemen who filed this complaint never received nor attempted to engage in any actual services with our company The only brief ontact he made was when he called in to our office from a marketing letter/solicitation he received in the mail from us and specifically, rudely and
belligerently asked to be removed from our future mailing list which we politely said we would easily do This call & request to be removed actually occurred yesterday on Feb 11, around 1:PM EST and today is Feb 12, We take requests for removal of any future mailings seriously and always ensure this request is granted As a business entity it would not make economical sense for us to continue to mail potential customers that have specifically called in and stated they would not be interested nor will they ever be interested in our services We want to help people who are interested in being helped We are offended that a frivolous complaint based solely on a solicitation in the mail would prompt such anger and frustration We are a small business that takes pride in our services and handle our clients or potential clients with great care, and resent a complaint of this nature Our past record speaks for itself as well as our past customers & clients testimonials will indicate that we exceed expectations Would you call, or even worse formally complain that a "big box" retailer was sending you coupons or "junk mail" for their products or services in the mail? Probably not You throw it away and move on

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
[In all actuality, the business refused to resolve the complaint that I made in regard to their lack of communication and inability to move forward with my loanThis complaint should most definitely be considered UNRESOLVEDThey REFUSED to complete the loan, were very nasty and hateful in their calls to me following the complaintThey pretty much called me stupid, citing "selective hearing" and acting like I forgot what communications went onThey refused to complete the loan stating that our business relationship was "fractured" and that I wouldn't be happy with anything they didThere were times during the call that I had to remind both *** and *** that they were speaking to me in an unprofessional mannerI have also read the previous complaint made by another customer against them, and it seems their behavior is the sameThey do not know how to resolve a customer complaint without the customer having to go to the Revdex.comTheir only response when a customer vocalizes discontent is, "I'm sorry you feel that way." Sorry doesn't fix ***, "sorry" is meaningless unless one does something to change the situation, and United Residential failed miserably to do thatIn fact, all communications since my complaint have had a narcissistic nature, where apparently, *** and *** indulge in magical thinking in that they are the "Gods of Finance" or something of that nature. Since United Residential Mortgage/*** ***/*** *** REFUSED to proceed with my loan, I found another lender and picked up my file from *** and *** on 11/9/In fact, my loan officer stated, "I really don't understand why they stopped processing your loan." Additionally, my loan has moved forward with this new company- my appraisal was completed yesterday, 11/18/I have also been able to set up my new loan officer for the information for my homeowner's insurance yesterday 11/18/My loan officer expects to have to request an extension from the sellers due to all the time lost from United Residential Mortgage doing nothing with my file- yes- nothingWe expect to close the loan about the second week of DecemberSo I find it very interesting that this loan company claims I was a totally unfinanceable client, and they could not give a projected timeline on my loan, and everything was hunky dory until I made my complaint with the Revdex.comOh, and my new loan officer communicates the status of my loan with me without me having to call, email, visit his office, or otherwise harrass for informationAs my loan has moved forward, I'm really happy that I filed this complaint and was able to see the true nature of how United Residential and how these gentlemen treat their clientsBottom line, that is ***I do not understand how they could possibly have an A+ rating with the Revdex.com or have positive feedback from others if they conduct themselves in the manners that they have demonstrated to me as a clientI will not be recommending them to any of my friends or associates, and am just glad to have their mess behind me, and glad to see things move forward with my new loan officerI also do not wish to have any further communication with United Residential Mortgage, since they refused to complete the task and resolve the issue...since a new loan officer and mortgage company has been selected, any further contact with them would be a moot point ]
Regards,
*** ***

It's unfortunate that this individual is
unhappy with the current progress of her loan.  We always do everything
and anything within our power to ensure we exceed normal expectations in
relation to service and in particular thorough communication.  We
understand that consistent and...

thorough communication has always been key to
our success and it’s unfortunate that this particular customer believes that is
has not met her expectations, especially considering the amount of
communications that can be directly documented with an abundance of emails and
phone call logs and what most people would consider to have well exceeded a
normal pattern of communications in a transaction such as this.  We're saddened that this customer
felt so frustrated with the process to have to take her complaint to this platform,
we do find it quite puzzling and surprising considering the 2 years of absolutely
free help, coaching and advising that have provided to help this customer to
get to this point to be even remotely close to a position to purchase a home. The
customers profile would not be approved by 9 out of 10 lenders yet we’ve spent
and enormous amount of time, resources, man hours, and effort to help her with
her loan.  We have explained the process thoroughly to this customer and that things do not happen or resolve the moment your documentation is provided and that there is a day or several days of review period to allow underwriters to get back to our file considering they're working with 10-20 different borrower's files at any given time and they all want to close on their home as well so there is a process and "line" that is formed for fairness.We understand that it's impossible to
please everybody no matter what you do but it definitely came as a surprise
that this specific customer would have the audacity to take such an ungrateful
stance.  We can only assume the
frustration stems from denial of their loan with the first and initial lender we
submitted their loan through – [redacted] Mortgage.  What the customer fails to realize, yet we
explained, is that due to our organization being a mortgage broker we have
multiple whole lending partners so we were able to give the customer at least a
second chance for the loan with an alternate lending partner and are still
awaiting their feedback because they needed an underwriting manager’s review
due to the customer’s credit profile. All of this information has been
communicated thoroughly to the customer. 
We can only assume that perhaps it was a comprehension issue on the
customer’s end.  The customer may also be
unaware that sending a file to an alternate lender results in 2x the work necessary
that a typical customer would take which drains time and resources away from
other clients. We find this unfortunate that the customer does not realize the
hoops we’re jumping through and the time, energy, and resources spent to help
them buy a home along with thoroughly educating and communication prior to the
loan and during the loan process. In fact we’ve even been in contact and
communication with the customer’s father and have informed him of the current
stage in the process.  With that said we
can only come to the conclusion that this customer’s claims of lack of work
effort and communications are unfounded and quite frankly delusional.Although 99% of our customers end up more
than happy and in fact raving fans of ours we understand that there are going
to be some that are ungrateful no matter how much we've done to help them get in
a position to buy a home.   We're actually EXTREMELY insulted at the
thought or notion that our testimonials on our website are anything less than
legitimate.  These are real people and real customers and real results and
I'm sure they would also be personally insulted at this comment as well.We understand that issues will arise in a
service related industry, especially in mortgage and real estate, and not
everything goes as planned but we pride ourselves in providing a superior
service in terms of communication and efforts exerted but understand the actual
results of the loan or process do not always go as planned. Even so, our
mission is to always ensure that our customers knows we gave the best effort
any mortgage professional could have given whether or not the results or
process did not come out as planned.

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.
[All I'm asking of this business is to finish my loan as promised. The response they penned was rather nasty and unacceptable and discusses how other clients have felt, and honestly I felt pretty good until the lack of communication began. Yes, they did provide credit coaching, however- during the last 3 weeks it seems as if my loan has come to a standstill. Again, I am less than three weeks out from the expiration of contract, and they are unable to give me a time when this will be completed and that is completely unacceptable. I have voiced this to the business several times and in their response, I see no guarentee of resolution- what they plan to do, in order to complete the tasks requested. I understand they are busy, but so is everyone else in any industry. The realtor that I've worked with actually gave a gracious amount of time for the process to be completed due to new FHA requirements...what would have been the case had he given a normal time frame?As stated before, I'm requesting a timeline on the "conditional approval", a receipt of the appraisal being ordered, and a close date prior to the expiration of my contract. Anything outside of that is absolutely unacceptable. I hate to be the bad guy here, but I don't feel I've been given any other choice. Please resolve the issue promptly.]
Regards,
[redacted]

As much as we, as a company, seek to ensure that we not only meet
but exceed all of our customer’s expectations by providing the best service
possible during a complex transaction such as buying/financing a home and despite
our best efforts to help this customer, with a difficult credit situation,
obtain her mortgage financing while providing an abundance of documented
communications and updates via email, phone and text messaging throughout the entire
process to explain the circumstances and that we were at the mercy of the
underwriters and their responsiveness, which in credit situations such as hers,
their review process and therefore responsiveness can at times, be a little slower
and more thorough.  Albeit, when the
first lender’s underwriter denied the loan, we, to improve the chances of
approval, resulting more time and efforts spent on our part, sent her loan file
to a second lender/investor’s underwriter to give her an additional opportunity
at loan approval.  Most mortgage lenders
do not offer this kind of flexibility. 
After the second denial from the alternate investor/underwriter, the
customer decided to not only file a complaint with the Revdex.com, but to also seek another
option to obtain her financing by applying with another mortgage company, even
after we offered a possible resolution and 3rd opportunity at
approval, by adding a co-signer/borrower to the loan application.  She came to our office to pick up her
documents in order to do so and we wished her the best of luck.  The effort, time spent, and communications
relayed to the customer were more than double that of any other traditional
transaction yet this was never acknowledged or appreciated by the customer, in
that, we were giving the maximum efforts and utilizing all resources at our
disposal for her specific scenario to help her obtain loan approval while also
communicating updates on the process as promptly as we received them.  The appraisal was not ordered for the customer early in the
process because we explained that on more complicated credit scenarios it would
be wise to wait for the conditional underwriting approval first because this ordering
this service early on would entail her paying over $500 and if the loan was
denied she would essentially lose her money for that service, so in order to
look out for her best interest, we advised her to wait.  Clearly it was a wise decision at that time because
the result was a denial from underwriting and not a conditional approval.  Unfortunately all of these efforts not only
went unnoticed but also resulted in resorting the customer taking this action
to file a complaint with the Revdex.com to vent her frustrations, which we believe to
be misplaced, and can only truly be attributed to the actual result of the
underwriting lender’s decision for denial and not directly due to our efforts,
or lack thereof, as a company.  At this
point we can now only wish this customer the best and hope that her transaction
ends with the results she had hoped with her new lender.We are truly saddened that the customer has walked away with such displeasure in her perception of our company and our services but can rest assured knowing
that 99% of our customers and past clients have been overwhelmingly satisfied with our services and
continue to come back as repeat clients whiles also referring their friends and family as well.  We will continue to
pursue our mission of providing the best service and experience possible in the marketplace when
obtaining a home loan with the utmost integrity and professionalism as possible.