New American Funding Reviews

Careless regarding the time frame

No thanks...

Communication during the closing period was not lacking

We've had two mortgages before this one, and our lenders were always following up with us, calling us to make sure that we were on schedule and to let us know what is missing. Daniel was pleasant and helpful on the phone, but he sometimes would not email me back. I was not warned about who else would be contacting me asking for more information. The only reason why we went through with this loan was because of the good rate and the low closing cost. It was extremely frustrating in the last month of this process (it took three months, but the first month was our fault because we shopped rates). I just feel like we were not exactly wanted until the very end when the manager called us about closing, and then from there, I did not hear from anyone else at New American. I've received more emails to take this survey than I have anything else. I understand it is automated, but it's the most communication I've gotten.

When we began the process with this loan we were working with Leakana Eung. Leakana was very personable and called us ever so often to check in and see how we were doing. We felt like she genuinely cared about us and our building process from the conversations we had. She happily answered any questions we had and was very professional. Halfway through, Riana let us know she was taking over the loan and the overall tone of the experience changed a bit. She never called and talked to us one on one, and we just overall didn’t get the feeling she was interested in having that personal customer experience. In her defense, she had big shoes to fill coming in after Leakana, who set the bar high but if I could make any suggestions, it would be to at least speak to the customer instead of only messages via email. It makes customers feel valued instead of just another transaction, and unfortunately, that’s how we felt working with Riana.

The loan officer should have been aware that we needed a few additional minths before we could apply for a refinance . We gathered all our documents just to find out we had to wait a few months. We were told that all documents were received and then when I reached out for status we were told additional documents were needed. We were doing all the outreach . These documents should have been requested earlier. Also the employment check phone number was requested one day before signing the documents and we were told they had to postpone signing because my HR didn’t call in time , very last minute on your part but putting the blame on the customer. Service was not up to previous loan companies that we have used in the past.

COMMUNICATION there wasn't enough through email from the lender to my realtor

Mike seems to be a pleasant individual and he was nice to work with. However, the process was meant to take weeks and actually took months. Several times paperwork was lost and needed to be resubmitted, questions were answered multiple times and re-asked, communication was inconsistent and often incorrect information was given. To be fair, i am uncertain if these were issues with Mike or with Kristen Mack who was also very inconsistent with communication. Best regards for the future