Reviews 4.5
3,229 total
Danny Garner
1 reviews US
Home loan sold within a year.
The loan process was great and the loan officer worked his tail off for us. The reason for the 1 star, well I was told by Ben our loan officer that our loan would stay with Homebridge... 7 months later is was sold off to another company. I am furious. I have had this happen before and the company that bought the loan was a nightmare. Just be aware that if you go with Homebridge no matter what they tell you they are going to sell your loan to another company.
Date of experience: March 31, 2021
Hi Danny, I'm very sorry to hear that you're unhappy that your loan has been sold. This is a very common practice in our industry but will share your frustration with our Management Team as you were told that we would retain your loan. Thank you for providing the positive feedback about your experience with Ben. We are happy to hear that he worked hard to get you in your new home.
Alissandra Baez
1 reviews US
Don’t use this company
This Has to be the worst company I’ve ever dealt with can’t seem to resolve any of my issues they tell me to contact them about. Tells me I’m not paying my bills, I’ve sent proof of payment to them. Can’t tell me where my money is going or why my account is saying I owe money. I’m tried email, the online chat and calling. When I call I spend 2 hours on hold because no one can tell me why my account says I owe money. Every time I call they say they will make a note on my profile and someone will contact me well I have yet to receive a call from someone. My credit score is dropping so fast and they refuse to help me with that as well. You would think they care about resolving these types of issues faster. But they couldn’t care less about their customers. This is just the worst company ever and I know I’m not the only one that has had a bad experience like this with them. I want my credit fixed now and I will be switching companies and leaving my honest reviews until someone helps me resolve these issues.
Date of experience: March 15, 2021
Marizela Rodriguez
1 reviews US
CUSTOMER SERVICE LINE
CUSTOMER SERVICE LINE I have been trying to get an issue resolved since early February. Every time I call customer service there is a waiting time of over 30 minutes. There was a time I had to wait 1 hour and 24 minutes to reach someone. I have tried to be patient, but no one has tried to help. I have requested to speak to a supervisor twice, and they never call. Highly disappointed!!! No one seems to care about ANYTHING they keep giving me the runaround and expect me for things to get resolved on their own time with no time frame given! There is only one phone number available, no different phone numbers available for each department, this makes it difficult to reach out to the correct person and having to explain myself to each and every person that answers the phone. Giving Homebridge 1 star is too much of a star! where is the no star option??
Date of experience: March 11, 2021
Good Afternoon Marizela, I apologize that you are having challenges getting your issue resolved with our Servicing Team. I have escalated your concerns and a team member will reach out to assist you.
Vartan
1 reviews US
The WORST customer experience!!
The WORST customer experience!!! No one in this company cares for their customers. I have requested MULTIPLE call backs from a supervisor but no one has reached out to me. You have RUINED my credit! The Cares Act was designed to help the consumer but your company doesn’t care for it! FIX MY CREDIT! You messed it up ILLEGALLY! I have been calling for a resolution for months!!!! I am not able to sleep with this stress your company is causing me! I don’t even know who to complain to, they will not transfer me to any complaint departments and the phone numbers on your site for corporate is disconnected, smart. I sent all email communications received from your company but it’s not helping! HELP ME! Someone! There has to be someone that cares enough at your company
Date of experience: March 11, 2021
Good Afternoon Vartan, I apologize that you are having challenges reaching a supervisor from our Servicing Team. Your concerns have been escalated and a team member will reach out to discuss the issues you are experiencing with your credit report.
Sharon Draffin
1 reviews US
Stay away from these people
I wanted to give a -5 but it is not an option. I used Homebridge on the recommendation of my realtor. My first interaction with Ray was one of receiving condescension and disdain. My daughter and her career was insulted. I was talked down to as if I was stupid. I had the impression he didn’t believe any woman should have a mortgage unless it was with a man to validate the application. This was the 4th house I had bought without a man and as such I know how I should be treated by a loan officer and what the process entailed. I am retired and receive a pension. I was required to obtain a letter of verification to verify my letter of verification. Multiple documents became “missing” and had to be resubmitted;Items with SS#s and bank account numbers and W-2s. With this lack of security I am afraid of who has our personal data. My daughter worked 2 jobs waiting for a full time position to open up at one. This was the higher paying job and Ray refused to allow her to use this income until the underwriter required it. As this company is a DBA she had to obtain a letter from her employer explaining what a DBA is and why two names are on the paystub. Her employer skipped a meeting to write it as he couldn’t believe such a stupid request. There were 3 hard enquiries on our credit reports each a month apart. Ray denied this was true even though my bank verified it. It dropped our credit rating 20+ points each. My accountant verified this as expected despite Ray denying it. He said they were soft inquiries and claimed he would be able to remove it from our credit reports. Almost 2 years later they are still there. He then told us we had to write letters justifying why we had so many hard inquiries in such a short period of time. The same hard enquiries he created. Documents were e-mailed to us for e-sign at 4pm repeatedly with Ray’s expectation they were to be returned by close of business. He then complained to our realtor we weren’t compliant with his demands. My daughter started work at 4pm and almost lost her job because of this. She was written up for it. Despite being only a mile from their office they refused to bring her a hard copy to sign. Relations between us became so hostile the realtor called a meeting to improve relations between us. After showing up half an hour late Ray spent the whole time on his phone and complaining we were making him late to another meeting. He even left early. When we left about 10 minutes later he was standing in the parking lot talking with a pedestrian. When we drove away he was still talking. During this meeting Ray condescendingly stated that if we had any problems with him we could call his direct manager, James. We then started including James in all correspondence in the hope he would mitigate things. To this day there has been no response from James. That would have been the time for service recovery. It is too late now; the damage has been done. This meeting only caused our relationship to further deteriorate. It was so bad by closing Ray was told not to attend by the realtor as he would only exacerbate things. This was supposed to be a 30 day close per the sellers. We had been preapproved for significantly more than the sale price and he said it should be less than 30 days. He missed 3 closing dates over 3 months. I didn’t think the finale closing date would happen. When it did the title company told us we needed an additional $15,000 in closing costs over the original estimate given us by Ray. This happened in 2019 and I am still receiving spam from Homebridge despite telling Ray I NEVER want to hear from him or Homebridge again. We were simply a cash cow to him. I would NEVER use these people again. My opinion of them has not lessened over the intervening years. Becky on the otherhand was was always helpful
Date of experience: February 28, 2021
John Darracott
1 reviews US
Getting help through Customer service…
Getting help through Customer service is worse than trying to climb a 50 foot greased flagpole. I am a new customer attempting to set up an auto pay system. First the 5 minute phone recording is terrible. Trying to get a live person is impossible. When, after 8 minutes a person comes on. I tell her my problem, which is your system will not accept my ID name. The error message constantly says "Invalid ID try another one" I have tried many and receive the same message. But try and find just what you want is impossible. The customer service says "just a minute I will be right back with an answer. Five minutes the line goes dead and I have to start the cycle all over again with the same results. The process really rates a sub zero. I can be contacted at 360 331 6160 if anyone really cares. John
Date of experience: February 26, 2021
Hi John, I am so sorry that you are experiencing issues trying to set up your auto pay. A team member will be reaching out soon to assist you with resolving the problem.
Meredith Van Valkenburgh
1 reviews US
I am due a refund from an overpayment…
I am due a refund from an overpayment on a payoff. The payoff check was entered incorrectly as a off scheduled payment. The amount is 1058.78 due. I send over 1 hour a day on hold. I just want to know when to expect the reimbursement. The last employee (Jerry) refused to give me his id number. I have been working on this for over 20 hours. Please correct it and send the refund. It was a VA loan.
Date of experience: February 18, 2021
CW
1 reviews US
We have had the absolute worst…
We have had the absolute worst experience with Homebridge since the beginning. They dropped the ball on the appraisal, which the delay almost cost us being able to close on the house as the seller wouldn't extend the contract any further. We considered switching lenders in the middle of the purchase because we were so unhappy with their service, but stayed because we were afraid transferring to someone new would cost us more time than we had. We hoped they would sell our loan, but they have kept it. Each time we have needed to contact them, we are forced to speak to an operator for the majority of the time. It takes forever to reach a real person. The latest complaint, which finally prompted us to leave this review is that they failed to pay our property taxes, as we just received a Final Notice about the unpaid taxes. I never leave a review, but we have seriously had the worst time with them.
Date of experience: February 18, 2021
Good Afternoon Christopher, I am so sorry that you are continuing to have challenges working with us. We will reach out to you directly tomorrow to assist and make sure that your taxes are paid promptly.
Tasha Fackler
1 reviews US
We have worked with the same agent…
We have worked with the same agent twice with Homebridge and it has been a terrible and unorganized situation. We built our home and used Homebridge as a lender. Several months later we received a phone call from them offering us refinance options because our credit was good and rates were low. We get through the whole process and the agent pulls our credit. We are notified by that same agent that unfortunately we were not able to refinance because the loan was a month shy of a year and the loan hadn’t matured. We had a hard pull on our credit because the agent was uneducated and didn’t know what she was doing. She apologized for not checking that first. We obviously didn’t know either and expected our on company to know and inform us. We submitted a request to remove that credit check to the credit bureau and were denied because we could not provide documentation and Homebridge wouldn’t check our previous phone calls with refinance department. We told them we would not have agreed to a credit check had we not been told we were candidates for refinance but their agent. Our second experience was not better. Our loan had matured and rates were low so we decided to look into refinancing with Homebridge (because they hold our loan). The same agent was handling our account for some reason. We had a hard time getting a hold of her. She continually had to check with her manager about our loan options but never did and would not call back. At one point I called her and she said she was busy with her son’s birthday and she had to go but would call me back on Monday. That was on a Friday. I called her on Tuesday but had she didn’t pick up or call back. She finally called me back Wednesday and didn’t have any answers for us and said she would get back to me in a couple of days. She said she had been too busy. She was unprofessional and uneducated with our options or situation. We finally told her we would work with another mortgage company because she was not able to answer our questions or offer of any assistance.
Date of experience: February 17, 2021
Hi Tasha, I'm very sorry to hear that you've had a negative experience with us. Thank you for bringing this to our attention. I have escalated your concerns to our Management Team for review and they will discuss with the Mortgage Loan Originator that you were working with. I hope that you have a much more favorable experience with the new lender you have selected.
Forreste Elizabeth
1 reviews US
A Disappointment of a Company
Working with this company was been a terrible experience, to say the least. They provided horrible customer service. I had to restate the issue every time I called because they said that there were no notes left from the previous person I had spoken to. When checking up on the issue being resolved, they each provided a different answer to the same problem. Furthermore, they would note that a supervisor would call, which never happened. After countless hours on the phone through wait times and problem solving, I have found this company to be a huge disappointment due to the lack of communication and support. Buying a home is a huge decision to make and Homebridge did not make it any easier. (I would give them a zero star rating if it was possible, due to the stress they have caused and the time they have wasted). It is safe to say I will not work with them again in the future when buying future properties, nor will I recommend them to anyone.
Date of experience: February 02, 2021
Carlos Villarreal
1 reviews US
Terrible customer service
Terrible customer service, spoke to Claudia she put me on hold twice trying to figure out a mistake they commited on my account. After about 30min or more of holding, she decided to hang up the call, had to call back and speak to someone else and go to all the trouble of explaining their mistake.
Date of experience: January 22, 2021
Hi Carlos, I apologize that you had a negative experience with Claudia. If you still need assistance, please let me know and I can have a team member reach out to assist you.
Cheyna
1 reviews US
Phone Service Extremely Lacking
I tried to call to get a payoff. The people I talk to always seem distracted and too busy to deal with me, " let me get you over to another department" is a trend every time I call, that's IF they stay on the phone long enough to say anything. The most recent time I called I was hung up on TWICE as soon as the call connected. When I got forwarded to the other department "oh let me get you over to another department that can help." Then just put back into the same queue I called initially. I get through to one person, and I ask the fax number to send the request and the man tells me he can't release that information because I'm not authorized on the account, I explain I'm trying to FAX in the authorization and he says he can not give me the FAX number and asks where the client is. I explain I just need a FAX number to send the authorization signed by the client and again he says he can't give me that information because i'm not authorized on the account and HANGS up on me. I finally get through after having to call back and I'm told the number to fax. BUT The number doesn't work so I have to call back, each person I talk to gives me a different number to FAX. NONE of them told me I needed a wet signature until weeks later when we have to call again because no statement was ever received. Extremely frustrating to deal with. UPDATE: Still no response from emailing customer service. Also you only get an option to leave a review if you say its a "compliment". Just dishonest and scummy... your core values says you make everyone feel important, and after reading all the other reviews of other people getting hung up on too, I don't feel like that when I have to call this company.
Date of experience: January 14, 2021
Hi Cheyna, I apologize that you experienced difficulty requesting a payoff. Please send your request to [email protected] and we would be happy to assist you.
Stephan
1 reviews US
Customer service is AWFUL
There was no problem getting a loan from them, our agent was fantastic to work. However once you have the mortgage they don't care about your problems. Customer service is AWFUL. The people you speak with on the phone are very polite and try to help but nothing ever gets done. If you want something to be solved you're going to have to keep calling and sending constant emails. I've had a mortgage with Homebridge for 2 years and I have issues with my taxes getting paid and arrears being placed on my property every tax billing cycle. They put my account into forbearance when I told them I did not want a forbearance. Because my account stopped auto paying due to the forbearance (I did not want), when they removed the forbearance they hit me with late payment charges, which also effected my credit report. When trying to solve all these problems its nothing but endless phone calls and emails. It has been so bad that we had to contact the CEO of the company directly to get things done. I CANNOT wait to refinance with a different company.
Date of experience: January 13, 2021
Hi Stephan, I apologize that you have had such a negative experience with our Servicing Department. If you are still needing assistance to resolve any outstanding issues, please let us know so we can have a team member reach out to you directly.
Jackson Murray
1 reviews US
I have called just to reset my password…
I have called just to reset my password 5 times and either wait on hold for an absurd amount of time or I request a call back and never get called. When I do get ahold of someone the customer service is not good, I get placed on hold and transferred with no forewarning. With something so simple as to a password reset it should not be hard. Hold times are very long, customer service is not good and calling to get anything is not easy.
Date of experience: January 13, 2021
Hi Mr. Murray, I apologize that you are having difficulties getting in touch with our Servicing Department to change your password. I have asked that one of our team members reach out to you today to assist you.
Julie Horton
1 reviews US
Unacceptable customer service
If I could give you all a zero star I would. I called today to ask for help with an issue and was hung up on by two different customer service resp. Neither of these representatives were kind or considerate of my situation. I understand that you are busy and possible overwhelmed, but please do not take your frustration out on me and disconnect me after i have been sitting on hold for 30 minutes on 2 different occasions.
Date of experience: January 11, 2021
Hi Julie, I apologize that you received poor customer service when reaching out to our Servicing Department. I have escalated your concerns and a team member will be reaching out to make sure all of your questions have been addressed.
jean david
1 reviews US
Tried to refinance and keep my mortgage…
Tried to refinance and keep my mortgage with them and after 2 weeks the rep helping me, Chris Gnida stopped returning all my communications. I called and the new person also stopped getting back to me. I called the their 800 number and the rep there hung up on me. I went to another company and am closing within 3 weeks.
Date of experience: January 11, 2021
Hi Jean, I apologize that you had a negative experience during the loan process. I have shared your concerns with our Leadership Team so we can learn how to improve our service moving forward.
Justin McFadden
1 reviews US
I only given a star because I have to in order to do review. But I strongly would not give them a p.o.s
I would give it zero stars , Jason Granville at homebridge sucks major . This idiot screwed my credit up. Then he calls a favor in to a friend to do home appraisal, which his buddy screwed that up and under appraised the value just before closing . Please take your business else’s. HomeBridge sucks! He claims to have over 22 years experience, but how you dropped the ball on this. F**king Suck major!
Date of experience: January 11, 2021
Hi Justin, I apologize that you had a negative experience with us. I have shared your comments with our Leadership Team in hopes that we can improve our service moving forward.
Christopher Smallwood
1 reviews US
Poor and slow communication
Poor and slow communication. Incorrect information sent. Operators not having updated information. Seems like all Homebridge was interested in was collecting money. C.Smallwood 703 732 8192
Date of experience: December 19, 2020
Rose Regina
1 reviews US
Since December 1st I have been working…
Since December 1st I have been working with customer service and the collections dept to help with filling out 2 forms. I lost my job due to Covid and found an agency to help me. 17 days later and I have lost the help from the agency due to lack of communication and knowledge at homebridge.
Date of experience: December 17, 2020
sheena tyler
1 reviews US
This is the worst company ever
This is the worst company ever. Run from this as fast as you can, I never get the same information, been working on a modification, and they keep asking for paperwork I have sent then turn around and say its not enough. Its always confusion never a straight answer when problem solving. Do not trust this company
Date of experience: December 14, 2020
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Homebridge is a leader in home lending. Our experience and expertise enable us to make the mortgage process faster, easier and more understandable for you. We are focused on making your entire experience a positive one; from loan origination through servicing. These Homebridge Reviews allow us to stay honest, and alert to our customers' satisfaction.