Reviews 4.5
3,229 total
arman
1 reviews US
Customer service/insurance untrained
They need more training with mortgage and insurance. Does not communicate properly with each others. Could not answer simple question. Notifies me after 7 months of delinquency.
Date of experience: December 09, 2016
Kevin Ricard
1 reviews US
Very bad experience
I recently attempted to purchase a house and used HomeBridge as my lender based on the recommendation of my realtor. Heidi Ives from HomeBridge told me that I easily qualified for a conventional loan for the house that I had made an offer on. A couple of weeks into the process she asked about $2,300 that was coming out of my bank account every month. This was for child support and alimony and I had told her about it when we initially spoke. I also put it on a form that she had me fill out at the beginning of the process. So now she said that my debt-to-income ratio was a little bit too high to qualify for a conventional loan but that she was confident that she could get me under the Fannie Mae threshold. I pressed her on this and she assured me that she would be able to do it. Of course, she couldn't and she told me that I had to get an FHA loan. That wasn't feasible for me for reasons that I won't go into. I feel that she should have known right away that I didn't qualify and things never should have gotten as far as they did. Now I'm out $1500 for the inspections and the appraisal. I never had a good feeling about her and I should have trusted my instincts. Never again.
Date of experience: December 07, 2016
Jesse Martin McMurry
1 reviews US
Never Have I Ever.....
Never have I ever had a lender waste my time and money like HomeBridge. As a Landlord and Real Estate Investor I've had many dealings with other lenders but this was my worst experience by far. You guys dropped my refinance because you didn't like the appraisal. This was your appraiser that you ordered and I paid for it and worked on this deal for about two months with you guys! I understand you have the right to reject appraisals as you see fit but another appraisal could have been ordered or a lesser a loan amount could of been suggested although this loan was already at a 70% LTV. There were other options and this isn't how you do business.
Date of experience: December 06, 2016
Hi Jesse, Thank you for your review. We're sorry you had a bad experience. I'm reaching out to our team to investigate this issue. ~HomeBridge Customer Experience Dept.
Obery Smith
1 reviews US
Unprofessional Process
Too many instances of insufficient information or incomplete information... accompanied with lackluster attitude about the disservice. No compassion nor accommodation for companies degree of shortcomings. One note: Representative (Victoria Magee) was NOT disrespectful, rude, and displayed above average professionalism, putting forth an effort to stymie the mounting frustrations throughout this process. (she alone gets 5*) maybe should change companies!
Date of experience: September 30, 2016
Mr. Smith, We're sorry you feel this way,. During the mortgage process there's an expectation that a customer must make themselves reasonably available and complete required tasks in a timely manner. This cooperation is a key factor enabling us to meet our, and your, goals. If you have any further questions or concerns, you may contact us at [email protected] ~The Homebridge Customer Experience Dept.
James Proctor
1 reviews US
Worst Online Payment System Imaginable!!
Every monthly payment is a royal pain! No bank info is retained; you have to re-enter everything every time you make a non automatic payment! The choice of what to pay is confusing. The default of an extra payment is escrow. Even if you manage to fill in everything, push the wrong unlabeled button, and it's back to zero. I've complained about this for 9 months, & haven't seen a single modification. Obviously, HB cares less. Cannot recommend them.
Date of experience: September 27, 2016
Hi Mr. Proctor, We're terribly sorry that you're having a difficult with our system. In April, we offered to set you up with easy "automatic" bank account deductions (which we do provide for many customers - and don't require reentering bank data each payment). Someone from our team should be reaching out to you, if not already, to assist with any other issues.
jd m
1 reviews US
Loan transferred in one month
While my mortgage broker was great, every other aspect of working with Homebridge was dismal at best and incompetent at worst. First, there was the snail paced underwriting process, followed by HRIS data mistakes after closing and then the pièce de résistance - transferring my loan less than one month from closing (with the fun of new customer service, new payment set up, new contact to insurance company, and two hours with the new company's customer service). I would advise anyone to run not walk away from Homebridge. Truly, the mortgage broker went above and beyond but a company cannot succeed on the back of a single person. And every other point of service was a failure. Stick with Sun Trust, Wells Fargo or any other large lender. Avoid this company.
Date of experience: August 03, 2016
Hi jd m, We are very sorry that you have had a negative experience and want to make sure that we do everything possible to remedy any issues. Mortgage transfers are very common industry-wide and our customer service and payment center teams are comprised of dedicated and hard working individuals where customer satisfaction is very important. Can you please send an email with your contact information and the details of your issue to [email protected]? We will review and contact you as soon as possible. Thank you, ~HomeBridge Customer Experience Team
Becky
1 reviews US
Have had nothing but trouble.
First time I tried to call customer service to speak with someone I was on the phone for an hour before I hung up because there was no response. Every other time I have called I have waited at least twenty minutes. Numerous times when I call to pay my loan I get through a certain part of the process and then it hangs up. When I went to call the insurance portion of the company an automated voice came on saying this line is not currently in service. How can a company be run this way and still be in business?
Date of experience: March 30, 2016
Hi Becky, We're incredibly sorry for the difficult time you've been having trying to get through to our customer service department. If calling 855-248-0530 isn't working for you, please email our Servicing Team at [email protected] and someone will be happy to reach back out to you to make sure your issues are resolved. For even more payment options, please refer to our website here: https://www.homebridge.com/you-have-payment-options/. Thank you for your understanding and patience. - HomeBridge Customer Experience Dept.
Robert W Sherer
1 reviews US
Bad loan servicing dept
Loan servicing department is impossible.
Date of experience: February 01, 2016
Mr. Sherer, We're incredibly sorry for the difficult time you had with our customer service and loan payment departments. We're constantly working and improving all aspects of these functions at HomeBridge to ensure that all of our customers have an equally positive experience. For even more payment options, please refer to our website here: https://www.homebridge.com/you-have-payment-options/. Thank you for your understanding and patience. ~HomeBridge Customer Experience Dept.
Shawn
1 reviews US
Check BBB first
I started refinancing my home 6 months ago and have been paying for that decision ever since. I don’t think there is anyone less qualified for the job. It’s been silence from this company no emails or returning my calls which in my opinion is only an admission of the harm done. Be highly cautious before you use this company for anything as important as one’s home.
Date of experience: July 01, 2022
Hi Shawn, I'm sorry to hear that you've had a negative experience with us and would like the opportunity to address your concerns. Would you please reach out to me at [email protected] so we can set up a time to discuss your experience?
Julia Leamon
1 reviews US
The property tax payment date missed…
The property tax payment date missed the December 31st deadline. Therefore there is a penalty associated with the tax bill. …..the escrow account paid $3612.81 on 01/15/21. We need to pay the FULL AMOUNT OF $3960.36 This is a difference of $347.55. Can you get this done before 01/31/2021? Otherwise the cost goes up AGAIN. Julia Leamon 86-714-8081
Date of experience: January 26, 2021
Robert G
1 reviews US
Customer service rep seemed annoyed
Customer service rep seemed annoyed to be on the phone with me. Had an issue with the USPS running late with a payment so I paid through the dash board instead and cancelled the check that my bill pay sent. I called and asked that the check that might show up in the mail be disregarded and not cashed (since I would incur a fee for an invalid check being cashed). The rep (rather bluntly) told me that there was no was to stop the check from being cashed. Ia asked that a note be left on the account to not cash, she responded "I will put a note on it . . . but they are still goin to cash it". I asked if there was anything she could do . . . nope, goodbye. Really Homebridge, you can't stop a check from being cashed. Horrible, lackadaisical customer service that will do nothing to help in any way.
Date of experience: January 13, 2021
Brandon Warren
1 reviews US
Customer service over the phone lacking
Customer service over the phone is horrible!! There are a few who are kind and helpful but most are rude, disinterested, and try to get off the phone soon as possible. Completely unhelpful and each one will contradict the other. Very confusing.
Date of experience: January 08, 2021
Hi Brandon, I am so sorry that you have been receiving poor customer service. I have escalated your concerns to our Servicing Team and a team member will be reaching out to make sure all of your questions have been answered.
Andrew Barnes
1 reviews US
Terrible customer service will get…
Terrible customer service will get multiple different answers. A lot of unexpected fees that they won't tell you about. The management will not speak to you over the phone only text Wich is unprofessional and frustrating.
Date of experience: December 15, 2020
J Young
1 reviews US
Banker 5 Stars, Underwriter and Call Center Failures 2 Stars.
We chose Homebridge because we had previously financed a home with a person who was now a Homebridge associate. The process with the "banker" and his crew was stellar. The process with the underwriter was a disaster, as the underwriter failed to understand the taxes of the self employed. The underwriter did not understand how to process the information before him, when the banker did. The underwriter held the loan up for 4 months, made us submit 3 years of tax records(he couldn't decipher) requested our accountant get into the process and treated him like he should guarantee our loan. We missed our closing date but secured the loan several weeks later. Now, fast forward. Our first payment comes due October 1st. The payment is mailed the third week of Sept. A few days later, we receive paperwork to put the loan on an auto payment, bi-weekly. We do this and mail a check with that paperwork. On October 22 while balancing our bank account, I see the house payment never cleared the bank but the bi-weekly set-up check did. I called Homebridge concerned about my first payment not posting. I was told they tend to hold checks, when you come up on the bi weekly payments, and to make my November payment immediately, on line, and everything would wash. I did as Homebridge told me. Now, I had paid my October payment, the extra payment and then my November payment(like told to). Yet, in November Homebridge dipped into my account and took 2 more house payments. I called Nov. 20th and was told the extra payments would go back to my bank account within four days. Today is Dec 2, the extra payments that were removed from my account by Homebridge have not been replaced nor have they posted as my December payment. I called, Homebridge this morning. I was disconnected twice before I got a service rep who says the system is down and I have to call back, once again, to figure this out as they get ready to take another payment from my account on Friday. In my original review I gave the "banker" and his crew a 5 star review as they deserve it. But, Homebridge as an entity, from the underwriter to once you start making your payments and have to use the call center to get answers to problems, becomes an failure in good customer service. 30 years of owning homes, we have never been done like this by a financial entity.
Date of experience: December 02, 2020
Good Afternoon, I am so sorry for your experience with our Servicing Team. We would like the opportunity to connect with you and try to resolve any outstanding issues. if you could please respond to the message with your best contact information, we will reach out to you today. Again, I apologize and appreciate you giving us an opportunity to address your concerns.
Jesse
1 reviews US
The Jamie Zeitz team is supposed to be…
The Jamie Zeitz team is supposed to be a well known and favorable company in the mortgage industry in the Northeast Florida area. They pride theirselves for excellent customer service. My experience with their team was pretty much opposite to that of what they preach. I experienced inadequate communication and untimely responses. Overall, I would say it was poor service. The leaders aren’t very helpful. If your team is busy, just communicate that to your customers. As a “leader“ in your industry where transactions are time sensitive, it is imperative that you communicate effectively.
Date of experience: September 17, 2020
Hi Jesse, I'm very sorry to hear that you had a negative experience with Jamie Zeitz and his team. I know that Jamie does pride himself on the level of service he provides and will be disappointed that he didn't hit the mark with you. I have escalated your e-mail to a manager and they will be reaching out to discuss your concerns.
Gene Seidlitz
1 reviews US
Take it or leave it!
We have tried for the past month to get a loan for a 2nd home. Homebridge has rejected every home owner insurance policy we submitted. What is strange is the reason was a clause in the policy - yet it is known that they have accepted these many, many times before. Then they suggest a policy from some other state with a $1300 increase. They pull this 2 days before closing when they have had the policy for 4 weeks. No help from any layer of staff. Top staff tells that is the way it is - nothing they can do. Well we have a choice so we moved on.
Date of experience: July 30, 2020
Hi Gene, I’m very sorry to hear that you’ve had a negative experience during the loan process. I sent you a direct message to get more information about the situation.
Sarah Koste
1 reviews US
Refinancing with Homebridge has been a nightmare..
Working with Homebridge has been fine, but I had issues working with James Egbert. I kept my email correspondence with him stating that my loan was closing, and that I didn't have to worry about paying July or August payments and my interest rate was going down, which would bring my monthly payment down. My email came from him the evening before July 1st stating I didn't have to worry about July payment and I had to sign closing paperwork July 10th. I have refinanced before and the payments were held on their own, but I noticed July 1st they were pulled from my account anyway. I called the mortgage company directly and they said I had to put in a dispute with my bank account to reverse the payment (which I did since James said I did NOT have to pay July). Now I'm getting emails from James saying that I had to pay July since my closing documents weren't signed until after the 1st of the month and that I ONLY get August free from payments. He is also telling me I have a day to get these funds wired over or I risk a late penalty. I have been working with my bank for over an hour because there is an error with my account saying it's locked and I cannot perform wire transfers. I have been on the phone with the banking department trying to get this resolved because they don't see a lock on their end. I NEVER would have had to go through this frustration if he was just honest from the beginning that I had to pay a July payment or find SOME OTHER WAY to get the money to the payoff department that didn't involve a money transfer within such a short time-frame. I'm almost half concerned this is almost a fraudulent attempt to get money from me simply because I don't feel like I'm getting much help or honesty in this situation.
Date of experience: July 17, 2020
Hi Sarah, I’m very sorry to hear that you experienced problems working with James on your recent refinance. I sent you a direct message to get more information about the situation.
Josh Stephens
1 reviews US
Never again...
The Good: - Very fast process in the beginning. - Very fast approval process. - Available pretty late in the evening and open to text messages. - Company seems to be okay but employees are questionable. The Bad: - Sold my loan before the first payment was made. - Had to resubmit many documents multiple times. - Closing was delayed due to proving there was a $30 wire fee. - Closing costs were way higher than I was told. - Pushed me to close fast. Felt like a car salesman pushing me. Billy Dugan was a pleasure to work with at first until midway through the process. He became very pushy and rude as began telling me he does many loans per day. He stopped responding to messages towards the end of the process because he got all the use he needed out of me. Someone else stepped in and actually saved the loan because I was about to pull out of the process. Christina Glock was very pleasant to work with. Conclusion: I don't think I would recommend Homebridge to anyone unless you just don't want to be face to face with the lender through the process. I made my payment to Homebridge before my loan was sold and my payment still hasn't posted 2 months in. I was told it would be automatically transferred to the new mortgage holder. **UPDATE 9/30/19** I have sent the requested information and *crickets*. So the customer service is just as bad.
Date of experience: August 26, 2019
Mr. Thomas, I apologize for the delay. Ijumaa Armstrong from our office has reached out to address your concerns, Please call him when you are available to discuss your loan process.
Pam Parise
1 reviews US
Extremely dissatisfied.
My experience with HomeBridge has been a source of great frustration because of several errors on their part. I have spent far too many hours on the phone the past few months between the Escarow, Tax, and Customer Service departments trying to correct these errors, which in the end will cost me money with absolutely no accountability on their part. I have tried to speak with a manager from HomeBridge to voice my concerns, but have been told I can only speak with a department supervisor, which I had done numerous times. I have been a home owner for almost 40 years and have never dealt with a company like this. I have no faith in their ability to continue to be my mortgage holder and am now looking for another mortgage company. The only reason I am able to give the company a 2 rating is due to the professionalism of a few of the women I have spoken with.
Date of experience: December 08, 2017
Ms. Parise, You can also email me directly. My email address is [email protected]. Thank you,
Lola Weber
1 reviews US
Stressful experience
Overall, the experience was okay, at best. There were a few hiccups that I would consider major throughout the loan process. Our loan fell through not once, but twice, before we were able to secure funding. The first time was of our own doing, so shame on us. The second time however was due to an oversight on the loan officers part. When we converted from a VA status to a conventional, we were told the down payment would only be 3% due at closing. We were told that my wife would need to provide her most recent pay stub for the month of September, and when she did so, that pushed us into a different bracket, and disqualified us for the 3% down payment option, and pushed us to a higher bracket of 5% needed to close. It was never indicated that by providing that information, that would disqualify us for the lower down payment option. We naively thought that by submitting that information, it would only aid us in the process. We were under the impression of, "the more money, the better." This created a lot of undue, and unneeded stress on my wife's and my part. It wasn't explained, nor caught until after the documentation was already submitted. We received a phone call from the loan officer, and we were basically told, "hey, I've got some bad news, and some good news. The bad news is with the addition of the September pay stub, you guys do not qualify for the 3% down payment option, but I did get you approved for 5% down." The way we took it with the explanation we got, and the way it was explained was, "oops, my bad, I made a mistake, but this had made me a better loan officer." We were the ones who ended up suffering in the end dealing with the stress and discomfort of having to come up with more money. In the end, we had to borrow money from a family member in order to meet the needs for closing. We were able to close, but now are stuck with repaying the money we had to borrow. We would have had the money at 3%, but at 5%, we had to come up with the additional funds needed.
Date of experience: November 16, 2017
Hi Lola, I’m very sorry to hear that you had a negative experience with us! Please reach out to our Customer Commitment Department at 855-321-7366 or [email protected] so we can talk with you further. Thank you for giving us the opportunity to address the issue.
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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.