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Earned my business and a positive review
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This is a positive report for loanDepot.com. It is easy for people to complain... people are not so inclined to file positive reports. Positives: Our loan went through amazingly well. Even though there were some glitches (see the less-than-positives below),
we are quite delighted with the overall process. I worked with Justin Lehman for two weeks prior to the official start of the process and our refinance loan then funded in 35 days. 1. Do your research. I contacted about 9 other lenders. Most of the other lenders
representatives did not want our business (in my opinion). loanDepot was very competitive--and the best "deal" for our specific situation. Justin made this loan happen, and deserves the credit for our positive experience. 2. No matter what mortgage company
you decided to go with, YOU, the customer is responsible to ensure you ask questions about the process, help keep things moving along (get additional documents requested as fast as possible), give sufficient time for loanDepot to respond, but stay on-top of
the process and contact them when something doesn't go as you are expecting. Be prepared to monitor your incoming email when going through the process, there are phone calls, but most of the communication is done via email. 3. Our primary contact, Justin Lehman
(Sr. Mortgage Banker), in a word, was AWESOME. Our loan situation was a little unique (retired)... and Justin did a lot of work upfront, before we locked in (i.e., paid money) to help insure our loan would go through. He gave us lists of the documents we would
need to provide, so that I could prepare all the docs digitally (before locking in). He nearly pre-approved us, before we officially started the loan process. 4. Justin negotiated the cost that we paid up-front. I was totally surprised by this, but maybe this
act of faith on his part (that we would likely qualify for this loan) was the trigger that convinced me to move forward with loanDepot. 5. I appreciate all the work Jannalee Balenger, our Sr. Account Manager, did and communicated. Once your loan gets to an
account manager, there are a lot of things that must transpire. Be sure to communicate clearly/frequently with your account manager. I think that Jannalee and Justin were effective representatives/team to get our refinance completed. 6. If somethings appears
to not be on track, be sure to reach out to a manager IF you think something is not right and have not had communications. The folks doing the work have a lot going on, remember, part of the loan happening is the customers responsibility too. The slightly-less-than-positives
were: 1. Sometimes it was a little difficult to get a person on the phone. Being an internet loan company, you should expect this. The customer must be patient waiting for email. However, Justin was always very quickly responsive--and I reached out to him
directly when something was not going right--Justin consistently communicated clearly (either by email or phone-when needed). 2. You may need to resend documents you are sure you already sent. In our case, some of the re-uploads were our "fault" (our scanner
cut off part of docs, as I already mentioned). But documents that were "missing" from notary... we were sure we had signed. There is a lot of paperwork... and instead of focusing on getting upset about re-doing, just re-uploaded as fast as possible. Things
do get lost, even in digital age. 3. Things sometimes don't go right. The customer has to be patient and reach out to the correct individual to make sure things stay on track. In our case, the notary did not contact us as expected; in all fairness that is
not loanDepots "fault". But things got back on track when I reached out to correct people to get notary issue sorted out. 4. loanDepot sending security-sensitive documents via UNSECURE methods. Having worked in computer security, I am sensitive about sending
any information, including attached documents, via clear-text. Insist all sensitive documents be sent via the loanDepot secure site, learn to use it, insist anything sent to you is encrypted, password protected.
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Business's response - on 9/9/2014
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Terri - Thank you so much for your wonderful testimony regarding your experience with loanDepot and specifically with Justin Lehman and Jannalee Balenger. We greatly appreciate your understanding that sometimes there are issues that need to be ironed out while refinancing. Just know that here at loanDepot, we work very hard to make this process as smooth as possible for our borrowers. Justin and Jannalee will be so happy to know that you enjoyed working with them and even took the time to recognize the efforts they put forth on your behalf. At loanDepot, we pride ourselves on consistently providing Excellent Customer Service, Justin and Jannalee are amazing advocates to these high standards. Thank you for the recommendations and congratulations on finally getting into the perfect loan. We are glad to have been able to assist!
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