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Terrible Customer Service and extremely long loan process
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I’ve refinanced 3 times in my lifetime, and this has got to be the worse experience ever.
On 3/24/20, I reached out to Aaron Hoisington for a refinance. After submitting all required documents, I had some questions about whether I want to pay some of the fees up front or roll it into the loan. The response was “Why are you worry about cash – you have plenty!” I should have known then to run. Aaron said it was a “FastTrac” loan (45 days or less) – and almost 2 months later, we are no closer to closing.
Fast forward to May, I had already provided all required documentations and more in March – since it’s not my first rodeo – only for them to request for some missing documents. Oh wait, I already provided them with the documents they say are missing – yet, I complied and provided them again. I provided images of some documents – but that’s not good enough as they want it in PDF format. Again, I complied and printed those same images to a PDF file – and that satisfied them. Go figure.
Now the kicker. Trying to be proactive, I had ordered payoff amount from my current lender on 2 separate occasions (April and May) – however, both were not good enough as Lenox couldn’t complete the process before the payoff amount through date of 5/15/20. Juliette, his assistant, ask if I can order a 3rd payoff request because if she calls my current lender that she has to wait on the phone a long time and that it takes 7-10 days to receive it. Like my time isn’t important - guess what, I have to wait just as long on the phone (COVID-19 anyone) and delivery time is the same (I wish I had privilege access/service). Anyway, at least she asked, right? Aaron, on the other hand, forgot his manners – this is his demand: “Get us the payoff so we can close the loan” and a second time “Get us a copy quickly or we can’t close the loan.” You should have thought about that in March and ordered it then with a future payoff date that you can meet. Topping it off, I received this when I refused to order a 3rd payoff amount (it's not my job to order it): "the $500+ for a lock extension is not cheap and you don’t want to play chicken with my lock desk team when they choose who pays for the lock extension." So, I'm threatened with having to pay for a lock extension because they failed to do their job?
I will never do business with Lenox Financials again. I am beyond frustration and that’s an understatement. It's so bad that I decided to cancel my loan and eat the $460 Appraisal cost.
Dave Q
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