Zillow Home Loans Reviews (%countItem)
Zillow Home Loans Rating
Address: 10975 El Monte St, Leawood, Kansas, United States, 66211-1471
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This was my first homebuying experience and I couldn't have asked for a better loan officer. Mike M was always available if I had questions. He's extremely professional, experienced and his communication skills are impeccable. Mike has the best personality and sense of humor. That made me feel comfortable during times when I was stressed waiting for an approval decision. I appreciate Mike checking in and keeping me updated on the process. This is your go to guy if you're looking to buy a home. Thanks, Mike for everything!
I asked for a loan, firstly was difficult to submit papers, the officer wanted sensitive information handle by email, instead to post on a secure website.
I asked specifically for a 15 year loan, he mentioned the rate at 2.5% APR and a lot of delay to get the "pre-approval" finally after 4 days I got the Loan application, but incredible the document to sign was shown, rate @ 3.25% APR 30 years loan.
What!!! I told the lender what was the problem, and he told me to sign that agreement that later they will fix it, and he blamed me because according to him I told him 3.25% APR, so he insisted to signed the agreement and I told him to modified as initially and I will sign, he promised that he will create a new document say 2.5%APR, after one day, and guess what, after one day later, he came back telling me that he won't modified the docs and I should sign the 3.25%, I said enough is enough, at this point I was very frustrated.
Terrible service, I just lost 5 days with this guy, I called another nice company that they treated very well I already closed my deal with other nice mortgage company in less than 2 days.
Bottom line Zillow Loan is a terrible services, I don't recommend this loan, stay away from this lender
Also website for loan app is terrible is not working on Chrome, you have to review that
Absolutely great service from Mike M and the Zillow Home Loans team. Thanks for everything.
I worked with Mike M, and he made the daunting task of buying a home easier than I ever would have expected. His help in connecting me with a quality realtor, walking me through the loan process, and responding to my many questions with almost always an immediate phone call after I send him a text. No question was too minor, and he was able to explain it to a first time homebuyer in a way that I was able to understand. Mike was even kind enough to tell me which BBQ places to visit in Kansas City when I head out there for a work trip later this year. I could honestly continue on and on about how great it was to work with Mike, instead, I will insist that anyone looking for a lender to consider working with Mike. Thanks Mike!
Michael M bent over backwards to get us the rate that we wanted. We had some difficulties with our credit scores and we applied with other lenders. None of the other lenders worked as hard as Michael did to get us the loan and rate we wanted. Michael was available at any time and he was very responsible getting back to us to answer all our questions. Michael is also very educational and gave us a lot of guidance on things we didn't about buying a home. His advice was very helpful.
I had 'auditioned' several lenders but found Mike to be extremely responsive and (more importantly) transparent about the process - Mike was the reason I chose Zillow, have already recommended him to others and will continue to!
Steve was FANTASTIC!!! Zillow home loans made my entire process from start to finish a breeze. After the closing, I wondered why I waited so long to buy a house. Great job team Zillow!!!
Thank you, Ron! We are grateful that you shared your positive experience with us. We hope you are enjoying your new home.
Thank you, Ron! We are grateful that you shared your positive experience with us. We hope you are enjoying your new home.
Michael M's super power is customer service! Unbelievably exceptional customer focus. I cannot say enough about how amazing Mike was during the entire process. As first time home buyers we were terrified of the entire process. From day one Mike was there for us and went above and beyond in every effort to make our dreams come true. From finding the perfect loan to answering all 800 of my phone calls, we have never experienced the level of customer service Mike gave to us! Not only did we get a home but a friend in the process, I could not imagine having anyone else on my team. Mike you are truly amazing and did an unbelievable job getting the deal done! If you are a new home buyer, look no further, you cannot possibly find a better loan officer!
We worked with Michael M and he was fantastic to work with and explained things very well. He made the home buying process a lot easier.
Early this year, 2019, ***, senior loan officer at *** helped us get approved for a VA loan on our stated property. Closing date was supposed to be Feb. 28 2019. Issue holding up final approval was needing FEMA backed flood insurance. We were told private flood would not be accepted. We came back with a quote of appx. $1950 from *** Ms. ran the numbers and about 2 weeks before set closing date she said everything looked good and, since flood can not be escrowed the first year we needed to purchase it before the closing date. Which we did and emailed her the receipt. Mrs. then went to make an appointment for us at the title company in Old Town, Fl. to sign closing paperwork at 4pm on Feb. 28th, 2019. We packed everything up and moved our lives north 5 hours on Feb. 27th. At 1pm on Feb. 28th, the day of closing, Mrs. calls us and tells us the underwriters denied our loan. Just hours before we were to close! I asked how that was possible? She said our flood policy put us too high. I asked her if that was so how could she not know when we sent her the quote and why she told us to buy it and make an appointment with the title company if the loan had not had a final approval? Her only answer was everything looked good on her end. Obviously if she had told us there was no final approval we would not have packed and moved our hiusehold. We were now homeless. We know no one in the area. We couldn't go back to where we were and no money for a deposit on an apartment. For 3 weeks me, my husband, and three young children lived in a tent in state parks in February and early March. Luckily, our realtor and a loan officer she knew ran a new loan for us, pulled some strings and got us approved but because of the negligence and assumptions of Mrs. telling us we were approved when we were not left my family and I in one of the worst and most helpless situations we have ever encountered.
As acknowledged in an email on
December 19 2019, we are in receipt of your complaint that you filed with the
Revdex.com on December 15, 2019 against our company Zillow Home Loans, LLC.In your complaint you stated the
following:“Early this year, 2019, ***helped us get approved for a VA loan
on our stated property. Closing date was supposed to be Feb. 28 2019. Issue
holding up final approval was needing FEMA backed flood insurance. We were told
private flood would not be accepted. We came back with a quote of appx. $1950
from ***. Ms. ran the numbers and about 2 weeks before set
closing date she said everything looked good and, since flood can not be
escrowed the first year we needed to purchase it before the closing date. Which
we did and emailed her the receipt. Mrs. then went to make an appointment
for us at the title company in Old Town, Fl. to sign closing paperwork at 4pm
on Feb. 28th, 2019. We packed everything up and moved our lives north 5 hours
on Feb. 27th. At 1pm on Feb. 28th, the day of closing, Mrs. calls us and
tells us the underwriters denied our loan. Just hours before we were to close!
I asked how that was possible? She said our flood policy put us too high. I
asked her if that was so how could she not know when we sent her the quote and
why she told us to buy it and make an appointment with the title company if the
loan had not had a final approval? Her only answer was everything looked good
on her end. Obviously if she had told us there was no final approval we would
not have packed and moved our hiusehold. We were now homeless. We know no one
in the area. We couldn't go back to where we were and no money for a deposit on
an apartment. For 3 weeks me, my husband, and three young children lived in a
tent in state parks in February and early March. Luckily, our realtor and a
loan officer she knew ran a new loan for us, pulled some strings and got us
approved but because of the negligence and assumptions of Mrs. telling us we were approved when we were not left my family and I in one of the
worst and most helpless situations we have ever encountered.”
You stated that your desired resolution was “A formal
complaint on the actions and service of Mrs. and compensation for the 3
weeks we were homeless and living in a tent in early March and hotels until we
moved into our home under a new mortgage company on March 20th, 2019.”We take these matters very seriously,
and your complaint was escalated directly to my office for review and
response. Zillow Home Loans, LLC (“ZHL”) regrets
that you were not satisfied with your experience with our company. We assure
you that ZHL desires and intends, in good faith, to take all necessary and
appropriate action to fully address the concerns that you expressed in your
complaint. In order to enhance our ability
to provide our consumers with the highest quality of customer care possible,
ZHL maintains a comprehensive library of written compliance policies and
procedures to guide our daily work, including a set of written policies and
procedures that govern our investigation and response to your complaint.
Pursuant to those policies and procedures, the ZHL Compliance Department
accelerated your complaint to my attention to ensure that the serious
allegations that you have made are given a full and thorough investigation.We started an investigation of your
complaint with the goals of: (1) validating any allegations made in the
complaint, (2) identifying the root cause of any issues identified in the
complaint, (3) forming an appropriate response to the complaint, and (4) when
appropriate, formulating a remedial plan to ensure that similar incidents do
not arise again in the future with you or our other customers. This written
response to your complaint is based upon the results of that investigation.The loan officer you worked with, ***, is no longer employed at Zillow Home Loans as of May 2019. Nevertheless,
I have conducted a thorough review of your loan file as well as interviewed
other internal employees that worked on your loan. As discussed over email
today, December 30th, 2019 we are seeking additional documentation
from you to conclude our investigation. We plan on discussing a resolution with
you after review of this documentation. Thank
you again for the opportunity to address this issue with you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Michael M does an awesome job. Zillow Home loans is the way to go, to get your home loan. Would recommend it anyone.
Mike M is excellent at what he does. He is very thorough and does not mind any last minute anxiety calls/texts. He kept me calm, he explained the process from A to Z, in simple terms. I would not hesitate to refer him to ANYONE!! If I were to ever buy another home, Mike would be my go to guy!
I am disappointed with the service -- lack of integrity and professionalism. I emailed Jodi from Zillow Home Loan, LLC for the best quote she could offer, and Jodi replied back with a promising quote; however, as the loan progressed, the statement of disclosure did not reflect the offer that was made -- Jodi did not inform me of the changes. I requested to have it fixed 2nd AND 3rd times. The 2nd & 3rd statement of disclosures also did not address the issue and gave rise to new errors - again, Jodi did so without informing me of the new changes. Three strikes in a row. It was misleading. I brought the errors to her attention every time. Jodi insisted that I go ahead and sign the documents anyway and we will get it fixed later, and it was never fixed later.
Now, my wife and I are at risk for losing the Ernest money, the appraisal fee, and almost fell trap to a loan that we never agreed to. This is un-ethical practice.
We had an amazing experience working with Sarah L from Zillow Home Loans. She was on top of everything. She guided us through our first time buying a house, with ease. She answered all our questions and she was always available. Even during her vacation, she replied to our emails. Sarah has been such a blessing to us and I would recommend her to anyone.
4/10/19 I qualified for a 130k home loan with no co-borrower. 4/12 I was asked to send standard documents. 4/15 I signed initial disclosure documents. 4/17 I was asked to send 2 more pay stubs from the month prior to the ones already given. 4/26 I paid for an appraisal. 4/29 I was given conditional approval. 5/1 I was asked to send work history. 5/24 I paid for the final appraisal and was asked to submit another bank statement. 5/27 I sent my May bank statement and the loan officer, Haley S, noticed a 2500 deposit and immediately wanted information on where it came from even though I had funds to close on my own. 5/28 I asked for a rate lock. Haley provided me an incorrect rate amount as a second initial disclosure document showed a different amount. 5/29 final appraisal was completed. 5/31 I was sent a final disclosure document. I pointed out a 175 fee I prepaid was listed under due at closing. I was told by Haley it was fine. I was asked again for employment information. 6/3 final walk through was completed. 6/4 I was told closing would be scheduled the end of the week. Haley asked for a 60 day transaction history from my bank, previously sent but did not meet requirements for underwriter, with a total amount after each withdrawal. Bank informed me this was not possible. Haley asked for my online banking password. I didn’t feel this was professional. I was informed I didn’t have enough for closing on my own and I would have to source the 2500 deposit. The final disclosure document had a closing amount of 4.4k. Haley informed me I needed 4.9k. I was never sent a disclosure document with this amount. 6/6 I provided all information to source the 2500. File was again sent to the underwriter. 6/7 I was approved, but then I was asked for documentation about the house. Closing didn't happen. I chose to find different funding as the underwriter refused to move forward due to information revealed in the inspection, which I waived, but was asked multiple times
June 28th, 2019
***
***
***
RE: Revdex.com Complaint No.***
Dear Ms.:
We are in receipt of the complaint that you filed with the Revdex.com (“Revdex.com”) on June 13, 2019 under Complaint Number ***. Please accept this correspondence as our response to your complaint.
In your complaint with the Revdex.com, you stated as follows:
“4/10/19 I qualified for a 130k home loan with no co-borrower. 4/12 I was asked to send standard documents. 4/15 I signed initial disclosure documents. 4/17 I was asked to send 2 more pay stubs from the month prior to the ones already given. 4/26 I paid for an appraisal. 4/29 I was given conditional approval. 5/1 I was asked to send work history. 5/24 I paid for the final appraisal and was asked to submit another bank statement. 5/27 I sent my May bank statement and the loan officer, Haley S, noticed a 2500 deposit and immediately wanted information on where it came from even though I had funds to close on my own. 5/28 I asked for a rate lock. Haley provided me an incorrect rate amount as a second initial disclosure document showed a different amount. 5/29 final appraisal was completed. 5/31 I was sent a final disclosure document. I pointed out a 175 fee I prepaid was listed under due at closing. I was told by Haley it was fine. I was asked again for employment information. 6/3 final walk through was completed. 6/4 I was told closing would be scheduled the end of the week. Haley asked for a 60-day transaction history from my bank, previously sent but did not meet requirements for underwriter, with a total amount after each withdrawal. Bank informed me this was not possible. Haley asked for my online banking password. I didn’t feel this was professional. I was informed I didn’t have enough for closing on my own and I would have to source the 2500 deposit. The final disclosure document had a closing amount of 4.4k. Haley informed me I needed 4.9k. I was never sent a disclosure document with this amount. 6/6 I provided all information to source the 2500. File was again sent to the underwriter. 6/7 I was approved, but then I was asked for documentation about the house. Closing didn't happen. I chose to find different funding as the underwriter refused to move forward due to information revealed in the inspection, which I waived, but was asked multiple times”
We take these matters very seriously, and your complaint was escalated directly to my office for review and response. Zillow Home Loans, LLC (“ZHL”) regrets that you were not satisfied with your experience with our company. We assure you that ZHL desires and intends, in good faith, to take all necessary and appropriate action to fully address the concerns that you expressed in your complaint.
In order to enhance our ability to provide our consumers with the highest quality of customer care possible, ZHL maintains a comprehensive library of written compliance policies and procedures to guide our daily work, including a set of written policies and procedures that govern our investigation and response to your complaint. Pursuant to those policies and procedures, the ZHL Compliance Department accelerated your complaint to my attention to ensure that the serious allegations that you have made are given a full and thorough investigation.
We initiated an investigation of your complaint with the goals of: (1) validating any allegations made in the complaint, (2) identifying the root cause of any issues identified in the complaint, (3) forming an appropriate response to the complaint, and (4) when appropriate, formulating a remedial plan to ensure that similar incidents do not arise again in the future with you or our other customers. This written response to your complaint is based upon the results of that investigation.
After investigation, it was determined that delays in the underwriting of your mortgage loan application arose because of conditions which required further documentation pursuant to applicable guidelines, including requirements for underwriting to source the funds to be used for down payment.
With respect to the sourcing of funds, we are required to follow program guidelines in the underwriting of the loan. For FHA loans, the Department of Housing and Urban Development is responsible for setting minimum underwriting standards which must be adhered to for any loan originated and insured through the program. While we appreciate that you were inconvenienced by multiple requests for bank statements and deposit information, these are routinely required by lenders who extend FHA loans and must underwrite to agency guidelines.
We were unable to substantiate any claims made regarding the loan originator’s alleged request for your online bank credentials. Please be aware that this is strictly prohibited by company policy. As a company, Zillow Home Loans prohibits the sharing of any account login credentials or password information with any party, and even restricts the sharing of this information among its own employees. Be advised that Zillow Home Loans takes this matter seriously and is planning to offer information security and best practices training to its employees to reinforce existing policies and procedures regarding the same.
Again, we are disappointed that we were not able to meet and exceed your expectations in this transaction. In light of the inconvenience you experienced, we are refunding the inspection fee you incurred in relation to the inspections of repairs made to the subject property in connection with items noted on the appraisal as health and safety concerns by the appraiser.
Very Truly Yours,
Jeffrey W. K,
Vice President, Compliance – Mortgages
Phone: (Direct)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Sarah kept me informed and on time with the whole purchasing process. We went from looking at houses to closing in 6 weeks and she was always ahead of the game! Despite having to change my loan twice during the process and meeting rapid deadlines she remained incredibly friendly and helpful!
Zillow was amazing! Sarah L, my loan officer, was the best! So kind and understanding! Very attentive and answered every question I threw at them! Process was so easy and we were very happy! Would definitely recommend! Thank you Sarah! You rocked!
I refinanced an existing loan. Mike M handled all my; calls, texts, emails, and questions. I got a better rate than expected, and everything went smoothly. Great Job!
Excellent service very professional
Would recommend Mortgage Lenders of America to anyone. David B did an outstanding job at helping us through it all. He answered all of our questions and then some. Need a home loan go to Mortgage Lenders of America and ask for David B.