New American Funding Reviews

I refinanced my home in Virginia with New America Funding working with Stephanie Boji about 2 years ago. That experience was seamless, fast and amazing! So, of course as my husband and I were home shopping in Omaha, I immediately called Stephanie. When she couldn't handle the loan she referred us to Kat Lee. We started off great - got her the different items we were asked for - always within a few hours - if not right away. Then the Christmas holiday hit and we had a home in escrow - things went south then. It was hard to reach Kat - she either would not respond or would respond hours (or days). The VA appraisal for our home was the only things holding up closing on the property - yet two weeks went by and when my husband actually spoke with the appraiser who finally came to appraise the home, he said he had never heard from your shop. Clearly, someone dropped the ball - but no one would own it and fix the situation. We were stuck paying $225 per night in an Air B & B with 3 dogs. Finally, the home owner allowed us to move in early. On top of all of this - every time I'd ask for a copy of the loan papers so I'd know how much we needed for our 20% down, Kat kept sending me the same original loan docs with points included and other incorrect numbers. Even though, she'd say - these aren't correct - for two weeks and up until two days prior to closing, those are the docs I kept receiving. The whole situation became stressful - and still, instead of someone from New American jumping in and staying on top of things, we didn't even know if we'd be closing from day to day. A purchase that should have been completed well before the 30 day escrow period, finally closed 4 days late when the escrow office confirmed they had received the final paperwork from New America mere hours before our appointment. What SHOULD have been a happy experience had turned into a nightmare and still - NO ONE would just OWN it. I respect people who can honestly say to me - "we messed up and we will fix it and make it right for you." Due to this transaction, you went from a die hard customer and instant referral to doubt as to if we'll utilize the ability to re-fi with New America within 5 years when interest rates drop.

The agent we had was in another state. For first time home buyers this is difficult as we knew nothing about the paperwork. It would have been best to be able to meet with someone in person to go over them. Jay himself was very helpful and took time to call us an go over any questions we had.

Better communication throughout the process would have made this a lot less stressful. Our loan officer was really nice but the systems and protocols were very confusing. Glad it’s over and we made it through the end.

“Unpleasant” relates to newamerican. Rick was heavy on doing business via texts that are days late. Little verbal communication. Newamerican has challenges with turnover that impacted customer experience. Had to escalate to Rick’s supervisor several times. Also, Samantha Knowles was on the scene and when calling her always had “mail box full” Always in the dark needing to continuously speak with others to get updates.

We had continual changes from Samantha regarding data she needed. It would have been so much easier to have a simple list/layout on day one and allowed us to prepare all necessary documentation without getting continuous changes/add ons. When all was completed she stated that she didn't actually require some of the information she had asked for along the process. I sent a copy of a dissatisfied customer to Loyd after a few days and never heard back from him. Bottom line is if it would not have raised our interest a couple of weeks into the process we would have taken our business elsewhere. VR John and Colleen Innes

Better communication!! Option to do paperwork rather than e-mails. Also I would recommend a better breakdown of payments that would be explained to us over the phone.

Took over 3 months to process loan

I believe Erik was fine but the team I was working with had attitudes like they didn’t want to work with me or something. I didn’t understand that; If you’re that miserable then why even work with me? The feeling was definitely mutual, I didn’t force them to work with me. This place just needs people that actually care not just programmed robots with no feelings or emotions.