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Did not respond to my inquiry in Redondo, Seatac, WA 98198.
Never contacted me in any way!
Response from Box Home Loans on 01/11/2012
Mr. Nice, Thank you for your feedback. I am not quite sure how you attempted to contact us. Obviously something happened as to where you were not contacted. I reviewed all WA inquiries received from Zillow and each of them have been contacted or attempted contact. Please give us a call and we can help you with quote right away 877-905-0005 ext 201.
My loan officer didn't listen to me. Every time we talked I had to reexplain what I wanted, I wanted my earnest money to be placed on the principal of the loan but he kept putting it to buy down my interest rate. So frustrating I had to call and call to change the papers after they were filled out. The employees want their commision like any other loan officer. They were not professional when discussing the loan process.
Response from Box Home Loans on 02/01/2012
Thank you for your honest and open feedback. I apologize that you didn't have the type of experience we strive for. Your feedback is valued and we will use this to improve.
Their first course of action is to have you submit your credit card number so that they may charge you $29 for a credit check.
Then they anxiously offer the lender a Lock In Rate, omitting the fact that it would cost $450 if you were to withdraw your application.
All Lenders Beware!!
Response from Box Home Loans on 02/01/2012
I am sorry if you misunderstood or were given incorrect information.
You can get a rate quote in seconds on our website without a credit check. We made our website as transparent as possible for that very reason. Once you find a combination of rate and fees you are comfortable with then you can proceed to have credit pulled and be approved to lock. We gain no profit from a credit check regardless.
In order to lock a rate online which the majority of our customers do, you must submit that you agree to the $450 lock cancellation fee before proceeding to lock. We did this purposely so that no one would feel as though this is something we were trying to hide. This is not charged if you do not qualify for the loan or if the appraisal comes in low. Please, contact me at 877-905-0005 ext 201 if you have any other questions or concerns. Sorry for any misinformation you may have received.
never contacted me. Called once. I was on the second line< asked them to call back, they never did.
Response from Box Home Loans on 02/01/2012
I apologize that you were never contacted back. That is uncharacteristic of our company. At this point I am sure you have moved on to a different lender but thanks for your feedback, we never want to make commitments we cannot keep. If you need to contact me you can do so at 877-905-0005 ext 201
We chose this company because we trusted and relied on Zillow.com and this company had received good reviews on Zillow.com. Unfortunately, we had bad experiences with this company and were not able to close our 15 year loan at 3% as represented. Box Home Loans on their website made it look like it would be easy to refinance. Given our high credit score and equity, we expected no problem. After all, our loan balance is about $110,000, and our home is valued at over $700,000. We filled out the application and uploaded all requested documents. They sent out an appraiser who was unprofessional and arrived late by 40 minutes or so. The appraisal report ($600) appraised our house at $790,000 while noting some cracks on a few walls. (Our house is more than 80 years old.) The company then decided that they would need a structural engineering report (another $600). We pointed out the absurdity of this request. But they would not listen. The loan amount was $110,000 and the appraised value of the house was $790,000. They wanted us to spend another $600 to get an unnecessary structural engineering report. There was no room for reason. We asked about the company's relationship with the appraisal company and did not hear any response. There was no disclosure about their financial relationship. Nor did they disclose their financial relationship with structural engineering company. More importantly, there was never any disclosure about this eventuality when we first applied. Their website makes it look like the process would be simple. But it was not. We feel misled about the process and are disappointed with the results.
Response from Box Home Loans on 04/18/2012
We can understand your frustration with the need for the Structural Engineers Report, but it was our only option in getting this refinance closed, since the UW's noted the cracks in the appraisal photos. Every home must be verified structurally sound in order to borrower any amount of money against it. We have no financial relationship with any Structural Engineer, as borrowers select their own.
Had we been informed of the cracks in the home at application, we would have discouraged you from refinancing.
Our parent company owns UAM. BHL doesn’t see one penny. They created it because the market essentially forced us into using a third-party company in light of new appraisal regulations that went into effect May 1, 2009. UAM was created because we could find no company on the market that could offer the service we are looking for. They make no $ from the AMC.
I’m sorry that you feel disappointed with the loan process.
If you need to contact me you can do so at 877-905-0005 ext 206
We connected, but it did not work out. Looking in UC Irvine, Irvine, CA 92617
It was unfortunate how disrespectful and inconsiderate Box Home Loans was based on their advertised low prics. After filling out the online application, it took me a month to talk to my loan officer (Daemon), which I do not recommend working with. He finally returned my call and asked for a card number to pull my credit. After not being informed of a charge, I gave him my card number to do so and questioned the $30.65 fee. First of all, the zillow website claims $2 in lender fees. Well here is the first hidden charge. Any bank will do this for free. After requesting a refund, Daemon claimed, "I’ve already spoken to my supervisor, we are not refunding you the charge." What great customer relations for a fraudulent charge. I do not recommend working with this company.
Response from Box Home Loans on 06/14/2012
We strive to be the low price leader with excellent customer service! I apologize that it took a month to hear from us. We strive to contact everyone within 24 hours of applying. Without having your name I don't have the luxury to review the records as to why we fell short in your circumstance. We do charge $30.65 for the credit report and we always collect for that fee upfront. I am sorry if you felt mislead, we have gone to great lengths to make it clear to our consumers that we do collect for the credit report upfront. Regarding the $2 in lender fees keep in mind that zillow does not quote 3rd party fees, therefore what is quoted on zillow and what is quoted on our site will always be different.
Suggesting that the charge is "fraudulent" if the credit card information was provided with the understanding you would be charged for the report in my opinion is inaccurate. If you would like to discuss this further, please contact me at 877-905-0005 ext 201
We connected, but it did not work out. Looking in Vandenberg Village, Los Alamos, CA 93436
Be careful! This company wanted me to pay them $481.00 on my credit card. I only agreed to pay $31.00. Had they been knowledgable licensed personnel they would have known that my loan request did not meet the FNMA requirements. I am thankful that I didn't lose $481.00.
Response from Box Home Loans on 11/19/2012
I am concerned that you received some incorrect information. The only items we collect for is the $31 credit report and the appraisal usually about $450 (sometimes more depending on the size and value of the home). We don't make any money on the credit report or appraisal fee. We are only paid when the loan closes. Please contact me and I would be happy to review your file.
801-426-5600 ext 201
We connected, but it did not work out. Looking in South Loop, Chicago, IL 60607
After reading the reviews, I am not going to apply. It's amazing how companies can assume that:
• explaining their approach is not to do business in the manner that creates customer service issues,
• the information is "transparently" available on their website,
• offers to speak directly with a "manager" ,
makes everything ok. However, they do not offer to improve the process nor do they put their money where their mouth is and "compensate" the customer for the issues they caused due to poor execution. In my opinion, 1 complaint without acknowledging that a process or approach will be reviewed and CHANGED is not an appropriate customer service response. In this day of electronic customer facing systems, there is always a reason and always a half-hearted response that does not resolve anything. Do not do business with any organization that will not respond to a complaint responsibly.
Applied for a loan, but it didn't work out. Tassajara, Hayward, CA 94588
I don't recommend Box Home Loans to anybody. The reason is very simple: they couldn't deliver the loan as they promised at the beginning and almost ruin my transaction to purchase a new home.
I was trying to purchase a new home(a short sale) and got short sale approval from Lien holders on 3/28/2013, the deal has to be closed by April 30 set by the lien holders. So on 03/29/2013, I approach Box Home loans and described all my financial status to the loan officer: Daemon Wathen and I was told that I had no problem to get the primary home loan if I provide the full doc.
After they charged the $30 credit report upfront fee and I provided needed full doc, I was told that I can lock the rate anytime I want ----so I locked the rate on 4/4/13. Then they charged $475 appraisal fee to do the appraisal. The appraisal value is 16K higher than the purchase price. Suddenly on 4/16/13 I got a message from Heather Moody (processor): " I got an email from underwriting and management and they have denied the loan. We cannot do this loan as a primary residence and be able to sell it to investors until after they sell their current home." At the moment I got this message, more than two weeks passed since I submitted my application and there are only two weeks left to close the deal without asking for extension from the lien holders. I was forced to approach another lender and this lender closes my loan within 2 weeks!!!!
It seems like the Box Home loan officer: Daemon has no enough experience or there is miscommunication between the loan officer and underwriter. The loan officer doesn't know what type of loan can be approved by their underwriters. My question is very simple: if my loan couldn't be approved, why didn't the loan officer tell me at the first place???? My financial situation is very strong and got loan approved by multiple lenders without any problem.
We connected, but it did not work out. Looking in Akron, OH
I received a response almost immediately after applying, stating that a loan officer would be contacting me. The loan officer's email ended in my spam folder so it took a few days to get connected.
I was required to provide a credit card number so they could charge me $32.40 for a credit check. They then turned me down because my credit rating was below 700. It didn't seem to matter that I've been in this house 23 years and have never missed a payment. At the same time I was in the process of refinancing my investment property with one of the more reputable lenders and it went through without a hitch.