United Residential Mortgage

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 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 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 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 homeThe customers profile would not be approved by out of 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-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 profileAll 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 clientsWe 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 processIn 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 plannedEven 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 promisedThe 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 beganYes, they did provide credit coaching, however- during the last weeks it seems as if my loan has come to a standstillAgain, 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 unacceptableI 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 requestedI understand they are busy, but so is everyone else in any industryThe 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 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 contractAnything outside of that is absolutely unacceptableI hate to be the bad guy here, but I don't feel I've been given any other choicePlease 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 $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