Merely from a customer service experience, I am utterly disgusted in how they operate. I live in Columbus, OH where they're based and also lean towards online only experiences like Better.com or LoanDepot. I got several quotes for a HELOC recently and I'd rate them the lowest possible. Here's why...
First, their online experience is nonexistent. I was expecting to get some sort of ballpark number after I filled everything out, but was disappointed when they just said to wait for their call. Their website is an all show front end. Nothings happening in the background except routing your number to a sales person. Last year when I refinanced, they never called. This year, they didn't stop, not sure what changed. Calling and talking to a person was a requirement, so that was a dock right there.
Thank God I use a specific Google number and spam email when I get preapprovals cause they are the definition of spam. I got a text from a DIFFERENT person every **bleep** day and still occasionally get them even 6 months later. It comes off as very cut throat, like they're in competition with their coworkers like at a car dealership.
Secondly, the first call is just a screening!!! It felt like an interviewing process where you have to get through the recruiter first. That guy was not qualified or allowed to tell me anything. But he sure did talk a lot. Two days later, I guess a qualified loan person called me? He talks 15 minutes before even getting to my qualifications. Once I mention a discharged bankruptcy from 6.5 years ago, he says they don't do HELOCs with bankruptcies on the file. I am fine with this, which is why I always mention it. HOWEVER, I went off on this guy. I was pissed for them not disclosing any information like that in their non-informational crappy website, during the app process, during the first call, and during most of the second call! I told him I don't appreciate my time being wasted and he basically was like "ok". He couldn't care less, but definitely wanted to make sure I should apply again in the future if I'm ever looking for a mortgage. I told him I'd never do business with them. They're now on my blackball list, I won't as much visit their site after this.
Lastly, it didn't seem like that'd be the last phone call either. I don't believe he had anything prepared and it felt very much like a telemarketer like he was going to require I do a lot of work and pull teeth just to get a rate from him.
I did have plenty of positive experiences with the following lenders though:
-Wesbanco if you're in their territory, I highly recommend. I ultimately went with them. Amazing rates and service, but don't have a big online presence.
-Better.com
-LoanDepot
-Pentagon Federal Credit Union
-Figure.com (all online and very fast closing, almost went with them, third choice)
-Spring EQ surprisingly. They're Sofi's Lending arm and online. They were my second choice but have high origination fees.
Sorry about tone of the post, I got a little heated just remembering the experience.
