New American Funding Reviews

The rules kept changing throughout the process. We would be told, you need one more document and then we have everything we need. Then the document would be sent in and a week would pass by without communication and then we would learn there was another document (hoop) to jump through.

I wasn't pleased with any step in this process. I had to call Bob to get updates on things. I had to email docs 3 to 4 times when we were even ready to close. Kristen Mack. Well very unprofessional. She couldn't find docs I sent couldn't return phone calls and just around rude.

Communication, urgency, and professionalism. The process was horrible. The attorneys office as well as our agent and the sellers agent were in complete shock. The ball got dropped by Brian, and Samuel was no better with the excuses. Pedro the supervisor was of no help or assistance. Our closing date and time was changed at least five times. The 22nd to the 28th to the 29th at 12, then 3pm. The attorneys office closed at 2 due to it be Good Friday, but they came back just for our closing. At 5:15 there was still nothing. The only reply Brian kept giving was give me five minutes. If there was not so much to lose by the time closing came I would have backed out. We lost out on three days of PTO each, not to mention hotel stay, moving truck, and helpers. I would highly encourage a process map to be created or reviewed.

Robert seems able but unwilling to give attention to detail and provide the base standard for customer service. This cost us financially as well as made the process more stressful than it should have been. We were frustrated by "industry standard" canned responses to case-specific questions. We salvaged the deal and were told "we should be celebrating" instead when we tried voicing our complaints. Unprofessional.

I emailed Stephanie directly and she never emailed me back. My questions from that email were never answered. (Jayme was who directed me to Stephanie to ask my questions to get answered). Jayme did not get my taxes pulled from your 3rd party provider despite having me sign countless docusigns releasing it. I am pretty sure you all still charged me for this service. I pulled my information from the IRS website to keep it from holding up the closing date. My assigned underwriter was "unavailable" during important timings during the process and therefore I was out of pocket an additional $500 "just in case" she needed extra information to underwrite the loan. A company as big as NAF should have processes for when assigned people are "out" during important part of the closing timeframe. I called and texted Mark and never heard back from him. He seemed bothered when other people on my end contacted him for clarification on what they needed to provide to move this process forward. Adrienne tied this entire thing together and pushed us over the finish line. A very stressful few weeks, majority of it could have been avoided with better processes and responsiveness on NAF's end.

I pride myself on communication with my clients. It would take multiple emails to receive any type of update. There were times I would go weeks without any updates. While I understand there were unforeseen delays in the transaction, to get any type of update I would have to reach out instead of Brian and his team proactively letting me know. As the agent who was trying to coordinate all of the moving pieces, an update would only come after I requested it and often hours or DAYS after what was being requested happened. For example, my buyer asked if we could move up closing. I informed her it would be dependent on when the appraisal came back. She informed me that it had come back 2 days prior. I was not made aware that it was received back, that there were no workorders, or if it had come back in at offer value or not. I spoke up and informed Brian that this type of miscommunication can't happen as it makes us all look like we have no idea what is happening and we are the ones who are being trusted. He apologized yet the communication never seemed to get better even as we had 3 more weeks to get to the finish line. Secondly, while there was a secondary appraisal delay, the communication between Brian, Samuel, myself, and my client was severely lacking. The number of times I was told that we would close "today" and then closing was pushed back 3 more times made everyone look like we were new to the business. I truly felt for my buying clients through this transaction because while they were seemingly jumping through every hoop imaginable, Brian and his team did not give the impression that this transaction was important to them.

Was promised multiple times over the course of the process that I would receive a deferred payment. Due to it taking so long, no deferred payment was given. When I brought this up, I was told they would not fix the issue. I also have messages showing that the payment would be deferred, still no solution given.

I had the worst ever experience with Leonard, he was not responsive at all, he did not communicate well with me about the requirements, progress, loan and even I was mot sure if we would make the walk through day. I had to reach out to builders sales of and seek help from them with reaching out to Leonard. He was supposed to give 0.75 points towards closing cost that he didn’t, though he tried to show me something but never could give me a solid proof that he gave me that credit. He barely responded to my emails, calls, and texts.