Customer Service is more than just a marketing phrase at Patriot Bank Mortgage. We consistently deliver the highest level of service to our clients. Here's proof. LendingTree.com has awarded Patriot Bank Mortgage the following:
Top Close Rate Purchase Lender, 2002, 2003, 2004 and 2005.
Customer Service Excellence, 2003.
Top Closed Units Purchase Prime Lender, 2006.
Outstanding Long Form Partner Purchase, 2007 and 2008.
Patriot Bank Mortgage has also received the Better Business Bureau's Award for Excellence in 2005,2006,2009,2010 and 2012 and its Pinnacle Award in 2008 and 2011.
Our proven high level of service and "first place" competitiveness results in satisfied clients across the country.
We look forward to serving you!
What caught my eye about RMC Vanguard was the very high reviews here, their special Costco Member pricing, pretty competitive rates and an extremely professional Mortgage Loan Officer(Iva Burmeister) who gave me initial estimates. Back on April 9 when the market for 15 yr fixed mortgage was smoking hot with rates at an all time low, I thought I had made a good decision in choosing what I thought was a great deal for a 15yr fixed mortgage with very attractive closing costs and APR and I had chosen a Costco “partner” to help me save some money. The first few weeks appeared to be smooth sailing that I thought I might even close in 30 days. Now, 79 days and 2 rate lock extensions later, I am beginning to regret my decision, since through one unpleasant surprise after another, they’ve added additional costs to my loan and now want me to pay for the third rate lock to further increase my closing costs while I am 13 days away from the deadline of the 3rd and final rate lock with no end in sight with repeated underwriting challenges, delays and surprises. With the July 4th holiday approaching I am left wondering will this loan ever close?? They seem to be plagued by one process issue after the other and appear to be either substantially understaffed to handle the loan volume over the past couple months where many details have been falling through the cracks. I’ve had to repeatedly provide the same information, sign and resend different versions of the same documents due to incorrect forms being used which have all added to delays with the final loan approval.
What really left me questioning whether to even spend anymore time working them was when I escalated to their “Sales Manager” (Cara Irish) to review the facts of my file closely and acknowledge that most of the delays had been caused by delayed follow-up by the RMC Vanguard loan processing team, she continued to make excuses for delays “beyond their control” and that due to additional costs of extending the rate lock of this loan, that I now have to foot the bill for it. When I mentioned that if this loan was processed with a little more urgency and diligence it might have closed more than a month ago as initially estimated, I would have successfully moved from my 30yr mortgage with 2% higher interest and actually would not have been still with my 30 year mortgage paying almost 2% higher interest per month she seemed disinterested and appeared to trivialize my predicament.
If the concern was costs from investors, maybe they should have paid a little more attention 4 to 6 weeks ago as to what was going wrong with my loan with delays with underwriting and loan processing when the first and second rate lock was needed and granted at no additional cost. At this point so much time has passed and the 15yr fixed mortgage rates have changed so substantially unfavorably that RMC Vanguard is using that to their best advantage to hold me hostage to a loan where the costs have more than doubled increasing my APR by 0.24% since the initial quote. Maybe these folks have been good in the past, but have definitely not lived up to their expectations or reputation. Their loan officers might be professional, courteous and friendly but are only as good as the team they are supported by. I’d think twice or thrice before ever choosing them! They don’t seem to be exhibiting the caliber one would expect from a Costco partner.
Hello, yes you are correct, this is not our finest moment. We locked the rate initially on 4/9 for 45 days, We received a substantially complete loan application from you on 4/19, The appraisal came in below target on 5/16. As of the today (Jun 28th) we have paid for 30 days of additional lock extensions due to the delays caused by what I feel are our internal staffing issues particular to your transaction. Yesterday, our sales manager did call to say that this additional 15 day extension would be at a cost to you of .25 % of the loan amount with the same interest rate. We hope to have this loan complete by the time this recent extension expires.
Owen Raun – President.
FonseJJSeattle from Seattle, WA
Reviewed in June 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Excellent customer service
Very good customer service. We felt like we were the only client. The team worked like clockwork. Everything done on time. All calls and emails replied to promptly. All questions answered.
We can't comment on closing costs because it hadn't occurred to us to compare them with other companies. Joe Paoly's professionalism and bedside manner are of a very high level. And his team seems worthy of him.
vlad from Houston, TX
Reviewed in June 2013
LendingTree Customer:
Yes
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(4 of 5)stars
Recommended
GOOD
Straight talk -helpful all around
harpoon from Va,
Reviewed in June 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
April McDonald - 3 thumbs up!
I've purchased 2 homes and refinanced 3x with April McDonald -- a total of 5 different transactions between 2009 and 2013. While I've never met her as I'm in Chicago and April is in Houston -- she's:
- Very responsive
- Lives up to her commitments
- Overcommunicates
- Is reachable anytime of the day and night
- And has a sweet personality
I unequivocally recommend April to anyone who wants to buy or refi.
Benji from Chicago, IL
Reviewed in June 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Great Experience!! Ask For Norm Wagner!
RMCV was a great!! I can’t say enough good things about my loan officer Norm Wagner and processor Jenny Tran. They went above and beyond to get me to closing on schedule. Norm Wagner was friendly, knowledgeable and was available whenever I needed something. He really worked hard to get our deal done. What a great experience!! You don’t see customer service like this anymore. This was my first home buying experience and Norm walked me through it step by step. A+ all they way!
Zman from Houston Tx,
Reviewed in May 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Ken Jones -Very nice and helpful
I was not able to get approval for my loan but worked very closley with Kenneth Jones who was very knowledgeable and patient. My debt ratio was just not going to be good enough at this time. I need to pay some of my debt and try again next year. I highly recommend RMC Vanguard. If the loan is possible, they will do a good job helping you get there.
LASalsera from Los Angeles, CA
Reviewed in May 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Monica Malave -- Awesome!!
We had the great fortune of working with Monica Malave on our refinance. In a word, Monica is simply incredible. Throughout the process, she was always patient and accessible, and was willing to answer all of our questions -- and there were quite a lot!! If we ever want to refinance again, we will definitely want to work with Monica. Thank you!!!!
HappyClams from Northern Virginia,
Reviewed in May 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Open and Close
I never thought I'd be able to buy a new home without selling my current home, but Andy Day and his team at RMCV really helped me through the process. I am by no means easy to deal with, but Andy was patient, thorough, and always available. Instead of the process being held up by the lender as I've come to expect, I actually felt like I was the one taking too long most of the time.
I was very impressed with the whole process and would recommend RMCV to anyone.
IslandDan from Galveston, TX
Reviewed in April 2013
LendingTree Customer:
Yes
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(5 of 5)stars
Recommended
Joe Paoly
This is the 3rd home I have purchased in my life and I have to say that Joe Paoly is without a doubt the best Loan Officer I have ever worked with. Joe was the 4th person i spoke with after my recent inquiry with lending tree seeking a mortgage. Although I was already fairly deep in talks with another lender, Joe's professionalism and knowledge caused me to switch to his company -- and boy am I glad I did.
From start to finish Mr. Paoly was extremely helpful and accomodating. He was always eager to answer any questions I had and he always returned phone calls promptly. Mr. Paoly also provided frequent updates by phone as well as by email as to how the process was moving. I checked my phone logs before writing this review -- I spoke with Mr. Paoly 41 times over a 36 day period -- who else gives that kind of service these days?
Mr. Paoly was also provided valuable insight when dealing with the seller (this was a foreclosure property and the bank was extremely hard to deal with). My realtor also spoke very highly of Mr. Paoly's assistance with this transaction and she intends to refer her future clients his way.
On the day of closing Joe personally stayed late at his office in order to make sure the funding went through that day so that we could get the keys that very day. He let us know he wouldnt go home until the deed was done -- again i ask who gives that kind of service these days .*.no one?
I wholeheartedly recommend Joe Paoly for anyone looking for a mortgage. Not only did I get a great loan at a great rate quicky, but I also received top notch customer service from someone who obviously will go that extra mile for his customers. Its so hard to find folks that do business that way these days.
EricV from Houston, texas
Reviewed in March 2013
LendingTree Customer:
Yes
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(4 of 5)stars
Recommended
Refinance
The experience I had with RMC Vanguard and your Senior Loan Officer Joe Paoly went really well. The process which normally can be tedious at best was done efficiently, quickly and with few questions. Joe explained the entire process all the way through, responded to all inquires and kept us up to date with the prodeedings. Overall I would recommend RMC Vanguard and Joe Paoly to others. Thank you.
Coxt from Chino Hills, CA
Reviewed in March 2013
LendingTree Customer:
Yes
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LendingTree Certification:
The LendingTree Certification Program recognizes Lenders and Loan Officers with outstanding performance on the LendingTree Network, they are committed to providing exceptional customer service and are graduates of LendingTree University.
LendingTree Certification:
Certified Lenders have demonstrated their organizational commitment to employee development, at least 50% of their loan professionals have been certified while also providing exemplary service to LendingTree consumers.
Loan Officer Certifications:
Gold Leaf is the cornerstone of the loan officer certification program and is designed to recognize loan officers committed to their own professional development while adhering to LendingTree best practices. Gold Leaf recipients know the fundamentals of LendingTree and online lending, they are equipped with the necessary skills to be best-in-class loan professionals.
President’s Club is presented to an elite group of loan officers based on success levels in several areas including adherence to LendingTree best practices, commitment to professional development and dedication to customer excellence. Recipients have also met all Gold Leaf criteria.
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