I recently started working with a young couple who came to me already pre-qualified for their mortgage. Although I had yet to actually see anything in writing from this mortgage broker. They had made an offer on another home and did not go forward due to the home inspection. They also chose not to continue with that agent because she was rude.
They contacted me via e-mail to look at a home listed with my office and really liked the home and would like to make an offer. That was 6 days ago. In those 6 days both the buyers and myself have left messages and e-mails for this mortgage broker and have not heard one word from him. I tried calling his manager who indicated he had no control over his employees' schedules, but would get a hold of him and ask him to call us. That was 3 days ago. This is a very well known mortgage company and is owned by one of the largest real estate company in Western New York.
On day 6 I strongly urged my clients to call someone else and gave them a recommendation of someone I use quite often and trust. Due to my client's work history over the past 2 years, the broker requested his W-2s for the past two years to have the underwriter take a look at and approve before we went any father and wasted any money and time.
My client was shocked that my broker actually called him 4 times in one day with questions and information and when he called back, she actually answered the phone each and every time. His past experience was leaving a message and waiting 3 days for a return call.
Now mind you this is only a $70,000 property. In my mind and my mortgage broker's mind every client is just as important as the other no matter what the price of the home. Not everyone feels the same way. I can only imagine that since this mortgage broker isn't going to retire any time soon on these buyers and they may be a little more work that the average buyer, that he can't be bothered to call them back. This is such poor customer service.
As I told my clients, a mortgage broker should always call you back, if not within 24 hours, the same day. There are deadlines to keep and problems to be solved and a mortgage broker that does not return calls will only add more stress to an already stressful situation. There is a mortgage broker or bank on every corner, if you are not getting good customer service, move on to someone else. There is so much competition out there, mortgage brokers should be bending over backwards for your business.
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