RoundPoint Mortgage ReviewsRoundPoint MortgageNMLS
Purchase Loan, Refinancing
11/09/2010 - aznlawyer
Gave me a quote on Zillow, but it did not work out. Martha Lake, North Creek, WA 98012
Response from RoundPoint Mortgage on 11/09/2010
Roundpoint Mortgage Company is one of the highest-rated mortgage providers within the Zillow Mortgage Market Place. We have accomplished this standing by our quotes and maintaining a clear focus on what our customers and prospective customers are looking for. In the few instances in which we have received unfavorable ratings, we have always attempted to address and resolve the concerns that the customers have expressed. It is our goal to satisfy our customer concerns in a way that is ethical, graceful, and fair. In this particular case, the prospective applicant requested a Roundpoint Mortgage quote the evening of Oct. 14th. He was called the following morning, but was unavailable to discuss the quote till the afternoon of the 15th. During the period of time in which we were waiting to speak to the customer, there was a movement in mortgage rates. When we communicated the new pricing to the customer, he expressed the fact that he felt that it was unrealistic that normal market movement could have resulted in an increase in costs of $800 over the initial quote. While we agree that an increase of this size over the course of a couple of days is uncommon, it is certainly not unrealistic. Roundpoint Mortgage is careful to advise customers in our Lender Notes (that are a part of every one of our quotes) that quotes are, â??subject to change prior to completion of application and your loan being locked due to market rate fluctuations.â?� Nevertheless, this prospective customer decided that we were not working with him in good faith and decided to post a negative review of our firm. We have reached out to this borrower by both telephone and email repeatedly in an attempt to address his concerns and clarify any misunderstandings, but to this point we have not heard back from this Zillow customer. While we do not believe this review represents an accurate depiction of what actually took place, we are not completely without fault in this instance. In the final conversation with the customer prior to his posting this negative review, our Production Manager should have worked more diligently to educate the consumer on the events that had taken place. It is our belief that had we addressed his concerns differently on that call, he would not have been as likely to post such a punitive review of our company.
01/31/2011 - Summer Girl
Gave me a quote on Zillow, but it did not work out. Downtown, Jersey City, NJ 07310
Response from RoundPoint Mortgage on 01/31/2011
In investigating this complaint, we dropped the ball and owe this customer an apology. One of our loan officers reached out to this prospective customer at the number provided within 3 minutes of the request. However, the number provided was for a business that indicated that they had no employees or guests by the name of our prospective customer. However, the request indicated that they wanted a response via email only; and we missed it. Unable to reach the prospective customer, the request was incorrectly identified as bogus. We have made the appropriate changes within our workflow and now believe that we have remedied this issue going forward. In respect to this transaction, we failed to deliver on our goal of providing all prospective customers with timely accurate quotes. We have emailed this individual with an apology and an offer to reengage should they be interested.
03/25/2011 - claybenoit
Closed refinance loan. Smyrna, GA 30082
Response from RoundPoint Mortgage on 03/29/2011
Our goal is to deliver an exceptional customer experience 100% of the time. However, in this instance, this customerâ??s feedback of his experience is accurate. Instead of listing a series of excuses (no matter how valid) we have elected to own up to our mistakes and admit that this transaction was not representative of whom we really are. We are very proud of the experience that the majority of our customers receive, but this loan shows us that we still have room to improve and improve we will.
04/24/2011 - MichaelSteenbergen
Gave me a quote on Zillow, but it did not work out. Pleasant Hill, TX 77406
Response from RoundPoint Mortgage on 05/04/2011
We absolutely dropped the ball in responding to the borrower in a timely manner. The loan officer assigned had a personal issue come up that kept him away from work for two days and we did not appropriately cover and back-fill ensuring that the borrower received follow up as promised. Subsequent to this rating we have reached out to the borrower and are working with them to see if we can solve their unique situation and provide them with a suitable financing solution.
04/29/2011 - Cbelmont10
Gave me a quote on Zillow, but it did not work out. South Riding, Sterling, VA 20152
Response from RoundPoint Mortgage on 05/06/2011
The consumer is correct in that the agent did not call him back the next day as a personal matter kept him away from the office. Subsequently, we have had multiple contacts with the prospective client and made great efforts to atone for this lapse in execution including offering him better-than market rates. We are hopeful that he takes us up on our offer and that we can have a satisfied customer at the end of the process.
07/12/2011 - winowino
Gave me a quote on Zillow, but it did not work out. Oakville, Napa, CA 94558
Response from RoundPoint Mortgage on 07/12/2011
We are sorry that the customer was displeased with the outcome of the transaction but take exception to the assertion that anything was in any way underhanded. The crux of the issue was that the borrower's property appraised for less than was stated as the value which created a reduced set of options as a result. I have reviewed some of the emails with the borrower and in them they request a call to discuss options. Again, we are sorry we were unable to satisfy the expectations or our customers but our options become quite limited when the property we hope to lend against are valued lower than originally believed.