Reviews 4.5
3,229 total
Home151
1 reviews US
I won't use again
The local office wasn't to bad. Once the loan went to the home office it got bad. Lack of information, and the person working with the underwriter was bad. Also had no information were to send my 1st payment. I wouldn't use again.
Date of experience: August 04, 2017
Hi Home151, We're sorry to hear you've had some difficulty and are looking into this. Thank you for notifying us. HomeBridge Customer Experience Department
Luis Cervantes Jr.
1 reviews US
There is no contractors around me and …
There is no contractors around me and that is 24/7 emergency crew.
Date of experience: August 03, 2017
Jerry King
1 reviews US
let your house burn down and see how …
let your house burn down and see how long they keep charging you late fees ,even after you have sent them an insurance check for payoff 3 months earlier...like 7 headed snake going in every direction nobody knows what to do which dept handles the claim .. just pay the damn house off with insurance check ...for 2 months they charge a late fee AND sent to my credit report now I have not missed a payment in 6 yrs now thanks to incompetence of homebridge it shows 2 missed payments on a house that is no longer here that was paid off 3 months earlier
Date of experience: August 01, 2017
Hi Mr. King, We're very sorry you've been going through this trouble. Our credit department and others have been in touch with you to resolve all issues hopefully to your satisfaction at this point. Thank you for your patience in this matter. HomeBridge Customer Experience Department
Heidi Zapata
1 reviews US
Cathey Hickey continuously promises …
Cathey Hickey continuously promises updates and does not deliver, nor return phone calls in a timely manner or answer the phone. Multiple extensions, no updates 3 days prior to closing.. Hard to reach.
Date of experience: April 26, 2017
An unexpected hassle.
1 reviews US
Not Satisfied
HomeBridge was unable to close the mortgage during the lock in period which cost us an additional $900 to preserve the locked In rate. HomeBridge transferred the servicing of the mortgage to another company prior to the first payment being due and after an automatic payment process had been set in place between them and our bank. The new servicer Nationstar still has no record of our loan 3 weeks after the date of the correspondence notifying us of the transfer and after the first payment was to have been due.
Date of experience: February 02, 2017
Florida
1 reviews US
Unorganized and inaccurate
Very unprofessional, unorganized, incorrect numbers on paperwork, we had to catch their mistakes and get them fixed. Then after everything was finally correct we signed our documents, and they lost pages of our original signed documents! We're over a month out and still don't have deed and recorded county documents. Poor experience all the way around. All we can say is "BEWARE'
Date of experience: December 02, 2016
Hello Mr. Green, Thank you for taking time to write this review. We sorry to hear about the difficulty you've experienced and want to let you know that it is far from typical. We are concerned and investigating this issue further. You should hear from someone soon regarding the outstanding documents. ~HomeBridge Customer Experience Dept.
Thomas Pusateri
1 reviews US
Buyer Beware!!!
While the customer service ideals seem to be a part of the culture of this HomeBridge branch, the lack of competency & overall poor follow-up is a major factor in why I would absolutely NEVER use this team again, or recommend them to others. How they were approved as one of Costco's preferred lenders baffles me, other than they probably low-balled the stated closing costs for the contract. Costco will also be getting a cc. on this review for their future reference. From the first dialogue with the original loan officer, (April 12, 2016) I was quite clear about the closing expectations/needs & was promised the world...with little delivery. Upon being pre-approved & initially given a 4.5 % commitment from HomeBridge, when pressed several times for a rate lock form, I was finally informed days later that there was a “minor formula mistake” & the rate would jump to 4.75%. I was also told that there would be needed an added fee for "expedited appraisal" services in order to meet the closing deadline that was established from day 1. At this time I was also informed that my request to NOT have escrow would need to include a waiver fee even though my credit clearly was reviewed & approved previous to this (the fee was eventually waived by HomeBridge after several conversations with HomeBridge upper management. When pressed for clarifications from the LO, he became defensive & a bit gamey. When asked for supervisor’s involvement & service recovery on this account, it took several calls/emails to Costco before anyone directly from HomeBridge contacted me. There was throughout the underwriting process poor collaboration with other involved parties i.e. back & forth with insurance company for paperwork, etc. This also eventually caused us to push back the closing date for 2 weeks. I was required to micro-manage much of the details to keep the timeline on track. Two senior branch management leaders were responsive & attempted as best they could to get my loan account back on track, however when all was said & done, I was not able to close until weeks after the date established in the initial contract. The closing did finally occur on September 29, 2016…171 days after initial outreach to them for pre-approval). There were also back n forth issues between the HomeBridge assigned “Closer” & the title company. While HomeBridge website boasts the best reviews & customer service standards, when all is said & done the competency in ultimately delivering the services they commit to is as important in earning customers business as service excellence standards. Not sure if it’s the volume of business they currently have or lack of proper training with their line staff. I’d highly recommend for HomeBridge to focus much more on the walk than on the talk. Buyer Beware!!!
Date of experience: October 25, 2016
Mr. Pusateri, Thank you for your review. We apologize for any inconvenience you were caused during the process and very happy that you were able to successfully close your loan. The origination process can sometimes be more complicated as details are uncovered after the initial pre approval. This is far from a typical customer experience and thank you for your feedback as it will help us continue to improve our services. If you would like to discuss any issues further, please feel free to contact us at [email protected]. Thank you, ~HomeBridge Customer Experience Team
Joesph A. Byrne IV
1 reviews US
There is a great lack of communication at Home Bridge.
This is the second time we did a streamline with the same person. First time she was great. This time not so much. It took a long time to get a response and the information was either vague or different from what we were previous told. We were extremely disappointed that we had to keep clarifying or asking for information. Additionally, we got 6 phone calls asking about our payment for the month. We were told we were to pay the month's payment at closing but kept getting phone calls and even one email asking where it was. Each time I told the person we were doing a refinance with Home Bridge and they said they would stop calling but they did not. Even 5 days after the closing we received a phone call asking where our payment was. I probably would not refinance with HomeBridge again.
Date of experience: August 07, 2016
Chad E Jensen
1 reviews US
Disorganized
The processing depart mentioned wad terrible. The application information was incorrect. The documents said I had property in Hawaii, and they had my wife's middle initial wrong. The payoff amount on the loan was wrong and the final documents were sent to wrong email at title office when we went to sign. I was only refinancing with the same lender/ servicer but the documentation required was over the top ridiculous. I didn't receive a complete list in the beginning. I kept having to send more and more and I felt like I worked on it everyday for weeks. It was so ridiculous I almost said forget it. I only gave 2 stars because I liked the loan documents originator and he was knowledgeable.
Date of experience: June 11, 2016
Dear Dr. Jensen, Thank you for your feedback. As you unfortunately experienced, mistakes can be made. Even simple ones. We acknowledge that, and try to handle them as expeditiously as possible. You also experienced the "evolving mortgage" phenomenon, that is, the mortgage process starts to evolve past the point of what the customer was expecting at the outset. The receipt of one document very often leads to the necessity of more documentation, and so on, to several more levels of documents in some cases. This inevitably leaves clients frustrated. Although we can't control what documents are needed as situations arise, your loan officer acknowledges he could have done a better job setting your expectations of the process. We do our very best to explain why things happen, and why we need additional documentation. But in your case, the loan officer understands that he should have provided more information up front, in order to prepare you better for the endeavour. Your feedback is invaluable, and your loan officer appreciates the fact that you took the time to respond, and articulate your concerns. He understands that negative feedback is more valuable to an organization than positive feedback, as it is honest insight into the real concerns people have. That is what genuinely allows us to improve as a company moving forward. With that said, We thank you, and your loan officer thanks you for your business. We hope that should the time come for home financing down the road, you allow us the opportunity to improve your perception of us. Although we are committed to surpassing our customers expectations of the mortgage process, we also understand that in your case, mistakes were made, and your loan officer takes complete ownership of the fact that he could have prepared you better for what to expect. He asked us to assure you that it will not happen again, should you allow him to handle your home financing business down the road.
Roger Lambert
1 reviews US
The Worst
HomeBridge has transferred my loan to another company for the fourth time in 12-months, it keeps going back and forth. Each time the payments get all hosed-up between the old and new company. This is my FIRST and LAST time I ever deal with this company.
Date of experience: April 19, 2016
Mr. Lambert, We are sorry for this inconvenience. Loan servicing transfers are fairly common in the mortgage industry, but we can understand why you're upset. Our records indicate that you are current with your account and should not have been penalized in any way. We hope this experience doesn't prevent you from considering our highly competitive origination services in the future. If you have any other difficulty, please contact [email protected] and someone on our servicing team would be happy to assist you with any questions. ~HomeBridge Customer Experience
ElleVee
1 reviews US
Awful experience
Horrible comunication, impossible to speak to real person, less than knowledgable workers, paid outrageous closing costs only to have my loan transferred without anyone contacting me! 20 phone calls a day just to try to pay my mortgage because the website gives me errors, but there are no office hours on weekends and the automated phone message just hangs up on you.
Date of experience: February 01, 2016
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.
Diana Conway
1 reviews US
NOT HELPING THEIR CUSTOMERS RIGHT NOW
Right now the website says: "We recognize this is a difficult time for many people. Click here or call 866-913-2951 for more information and to learn about current options available to our borrowers." My last mortgage payment was debited FOUR TIMES!!! FOUR!!!!!!!! No replies to countless phone calls, emails, and a physical letter sent. This is not helping your customers right now.
Date of experience: April 09, 2020
Hi Diana, I’m very sorry to hear that you are having a negative experience with us! I sent you a direct message to get more information about the situation.
Channell
1 reviews US
My experience with HomeBridge was good
My experience with HomeBridge was good. However, the closing fees continued to change or increase towards the end of the process with little to no explanation.
Date of experience: January 02, 2019
Channell, Thank you for taking the time to bring this to our attention. Customer service is a top priority for Homebridge. We’re sorry to hear about your experience. You will find a direct message in your inbox to get more information about the situation.
Leonard Onorato
1 reviews US
The overall process is extremely…
The process is extremely painful to go through. You’re told one thing and then you’re asked for something completely different. They say one thing and then come back with something different. Really stressful and something I hope I don’t have to do again. Also, understand that not everyone speaks mortgage talk. Not overly upset, just not completely satisfied.
Date of experience: November 30, 2018
Thank you Mr. Onorato, For fielding my call, my manager and I will go over all your concerns. Please do not hesitate to reach out to me directly at 818-817-4772, thank you for all your patience.
Oleg Zhivayev
1 reviews US
With paperwork everything was great
With paperwork everything was great. Our financial consult was great. But, we signed page were cash to close was $1921.77, and received check only for $405. No explanations- why?
Date of experience: October 25, 2017
Hi Oleg, 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.
K.F.
1 reviews US
The process of securing the loan and …
The process of securing the loan and team overall was great. However, I do feel that we were not told the truth when it comes to HomeBridge's policy of selling loans after closing. We specifically asked about this process and were told this was not something that HomeBridge did and they would indeed be the owner. Yet, within 30 days of closing we were sent a letter explaining the loan had been sold to Cenlar much to our disappointment. We researched Cenlar on-line and they have a less than acceptable star rating in addition to multiple reviews that are awful. I am hoping for the best but I am not pleased with the way this turned out and am not sure that I would use you again because of this which is unfortunate because your team was great.
Date of experience: September 27, 2017
dc
1 reviews US
HomeBridge immediately transferred the …
HomeBridge immediately transferred the mortgage to a terrible mortgage servicer within a week after closing. This was after I was informed that there was almost no likelihood that this would occur - in fact, we went with HomeBridge to work with the company (that we liked) after closing.
Date of experience: August 17, 2017
We are sorry for any inconvenience. Loan servicing transfers are very common in the mortgage industry and the transfer should not have any impact on your mortgage.
MH
1 reviews US
The quoted and LOCKED rate was changed …
The quoted and LOCKED rate was changed at the last minute. So close to close in fact, that it was too late to use another lender with a better rate. And close was pushed back by a week despite all efforts and calls and emails to ensure all needed documentation was submitted on time.
Date of experience: August 08, 2017
Hi MH, We're sorry to hear this happened and are looking into it. Thank you for alerting us. HomeBridge Customer Experience Department
CC
1 reviews US
I was under the belief you would not be …
I was under the belief you would not be selling my mortgage but in fact you already did before I made my first payment. I have done 3 mortgages with Chase Bank and I would have stayed with them if I knew this would happen. The broker was great not his fault.
Date of experience: June 19, 2017
Hi CC, We are sorry for any inconvenience. Loan servicing transfers are very common in the mortgage industry but the transfer should not have any impact on your mortgage. Please contact us with any further questions. Thank you,
Robert H Stewart
1 reviews US
The process of establishing a mortgage …
The process of establishing a mortgage with Homebridge was fine, my originator Bryan Meador and his team were excellent. Unfortunaletly my mortgage was sold before I could even make the 1st payment, which I have not received notification yet formally so I can't respond to the process post closing.
Date of experience: June 19, 2017
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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.