Royal United Mortgage

Recommended 98%

4.9 of 5stars8249 Reviews
Recommended 98%

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Lender Summary

Royal United Mortgage was founded with the purpose of enriching lives in the communities we serve by providing an unparalleled education and service experience for our customers and employees. The Royal United Mortgage product and pricing process is customized to meet both the short and long term goals of each individual client. We believe the customer expects honesty, education, and results; Royal United was built on these principles.

What they're saying

8249 Reviews Ratings & Reviews

(4.9 of 5) 8249 Reviews

Interest Rates

Excellent
Fees & Closing Costs

Excellent
Responsiveness

Excellent
Customer Service

Excellent

Review Breakdown

5 Star

(7818)
4 Star

(197)
3 Star

(30)
2 Star

(22)
1 Star

(182)

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Showing 1 star reviews | Show all reviews

(1 of 5)

Very poor customer service response.

I have tried multiple times to get information on my refi and have failed. I have called multiple phone #s, I have left multiple voice messages, I have tried texting my representative, and I was even given the phone #, of the son of the owner, or at least that is what another Royal United Mortgage representative said and left a voice message on his phone. Then after 5 hours with no response I tried calling again still all I got was sent back to voice messaging again. I feel like I have been scammed. I DO NOT RECOMMENDED ROYAL UNITED MORTGAGE, unless you like feeling disappointed in people.

LendingTree Customer:

Yes
Loan Type:

Refinance
Review Type:

Lender Review

(1 of 5)

Bad

The customer service tech called me. He asked why I wanted to check into lower interest rate. First stupid question. DUH HELLO SAVE MONEY. REALY. So ask him what are the interest rates and could he help me. Next was several more stupid questions example, what caused you to do this today, what are you trying to accomplish, did something change in your life.
ALL I WANTED TO KNOW WAS THE INTEREST RATE. Why is that so hard. SO I TOLD HIM Quit WASTING MY TIME AND JUST TELL ME THE RATE. Then he told me this company is most likely not a godd fit for me. SO I TOLD HIM THANKS FOR WASTING MY F-----G TIME and I hung up.

LendingTree Customer:

Yes
Loan Type:

Refinance
Review Type:

Lender Review

(1 of 5)

This company rips off seniors!

They undermine false loan applications to increase fees.
Seniors do not do business with this company.
Reporting them to the Consumer Protection Agency and BBB.

Royal United Mortgage Response

Thank you for touching base with us. I believe we have resolved the issue to your satisfaction. Ultimately, there was a misunderstanding at the outset that caused us to believe that you qualified for the loan that you applied for when, in fact, you did not qualify. Once you brought this to our attention, we refunded all fees that you had paid. We apologize for our role in the misunderstanding and want to emphasize that this was an honest mistake. Thank you for bringing this to our attention and giving us the opportunity to make this right.

Loan Type:

Refinance
Review Type:

Lender Review

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(1 of 5)

Totally Bad Experience - This Company is falsifying documents to mislead seniors!

My contact, Mr Wilusz, was very professional in misleading me with my loan application process. Over-inflating my homes value so he and his company could make more money on my refi.
Reporting both Mr. Wilusz and RU to Consumer Protection Agencies and BBB.
Do not do business with these people!

Loan Type:

Refinance
Review Type:

Loan Officer Review
Loan Officer:
Nathan Wilusz

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(1 of 5)

Lied to.

Throughout the process Ethan kept hitting us with a new fee or a new process and situations “he didn’t see coming.” Initially we were told we would not have to pay for the house to be reassessed, then he came back saying we had to pay for a reassessment on the house and right at the height of the Covid issues.
Finally he assured us that if we paid down our mortgage after refinancing that we could avoid the PMI. Once we settled the company said this was not so and we’d still have to wait 6 months to a year.
When Ethan emailed us after this was all done he sounded surprised this was going on but took no fault on any of it.

Closed with Lender:

Yes
Loan Type:

Refinance
Review Type:

Loan Officer Review
Loan Officer:
Ethan Papaserge

(1 of 5)

Terrible

Started my loan process in April. First few days, Daniel requested a ton of info and $500 for an appraisal, then wouldn't answer my text, emails or phone calls for weeks.

Loan Type:

Refinance
Review Type:

Loan Officer Review
Loan Officer:
Daniel Young

(1 of 5)

Polite but Bad Service

Got online to obtain a quote and went through all the pre-screening process; to include credit score and all financial information. He proceeds to give me a range of interest rates which is something I can get with a call to my local banker. Lender decided he would rather be on my No Call List than quote me an interest rate. I understand that interest rates are changing but good luck getting an interest rate quote unless you sign at whatever rate they give you.

Royal United Mortgage Response

Thank you for sharing, you’re not alone in your confusion about what to expect when speaking to lenders. There is a misconception among consumers that is perpetuated by some of our competitors that there are is single rate available for each consumer. This is far from the truth though. Rates can vary based on a multitude of factors including but not limited to loan program, loan amount, use of points, structure, occupancy, etc. Some of our clients provide some of the needed information online as you did. However, our first step in talking to our clients is understanding their short and long term financial needs. Based each client’s financial needs, we partner with our clients to tailor several loan options that meet those goals. At that point, we’ve gotten specific enough to identify interest rates and will provide all the details about the chosen loan option in writing. We do this to provide accurate options. We understand the process confusing, but our loan advisors will walk you through every step of the process and answer every one of your questions along the way.

Loan Type:

Home Equity Loan or Line of Credit
Review Type:

Lender Review

(1 of 5)

Spam Callers

I was just going through the process to see what I could afford, and unfortunately had to give my number. They called me three times in less than 2 minutes and as I am at work cannot answer. I no longer wish to answer either.

Royal United Mortgage Response

We apologize that we called at a time that was not convenient for you. We strive to reach clients quickly after they submit their information because typically that is when our clients are available to chat. Internally, we provide your information to several advisors to ensure you’re contacted promptly which may result in a few calls in a short amount of time. Most of our clients appreciate the quick contact as that allows us to quickly put loan options into their hands. Everyone is different though, so we try to err on the side of proactively communicating rather than being difficult to get a hold of. Our intent was not to bother you and we apologize if we have. Thank you for sharing your thoughts.

LendingTree Customer:

Yes
Loan Type:

Home Purchase
Review Type:

Lender Review

(1 of 5)

Bad ending

Very conscientious made quick contact. Sent loan application right away with congratulations on pre approval. Next step was to review and e sign application. My request was for a 120K loan. When reviewing the application I asked why the loan amount was 129K? It was due to the nearly 9K in loan fees. No where in our discussion did Andrew indicate the fees/points would be nearly 9K until we got to approving the document. When I questioned the fees and indicated my confusion in nor hearing about the fees in previous discussion Andrew said he wouldn’t waste any more time and ended the call.

Loan Type:

Refinance
Review Type:

Loan Officer Review
Loan Officer:
Drew Mason

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(1 of 5)

Very disappointed!!!

I talked to Adam Scarzo for over 2 hrs on the phone and I expressed I was on a fixed income and disability and did not want to get taken advantage of. He gave me some info and asked me to gather some info for him. After the 1st conversation, I pulled up reviews of the company. Most were ok,but one stood out so I texted him. I said a lady said there were undisclosed points and fees and stopped the process and went somewhere else. I let him know I wanted all the info given to me ahead of time. He was kinda deflecting when I asked about any numbers. Finally he went over the things I asked for, but because I had a uneasy feeling, I told him I wasn't signing anything yet. I said I wanted someone with more knowledge to look at it. I could tell he was unhappy and still trying to convince me it was a great deal.I was contacted by another guy and told him the numbers I was given and he seemed surprised. Needless to say he beat his numbers by far and I'm glad I trusted my gut. Don't get pressured into signing anything till you do your homework.

Royal United Mortgage Response

Thank you so much for sharing your concerns. We’re not at all surprised that you were able to go to another lender and get an offer that beat our offer as not all lenders provide accurate offers upfront. We have some very competitive pricing, but we also pride ourselves in our upfront accurate offers. We believe providing numbers upfront that are accurate is the right way to do business. However, not all lenders function this way. Many lenders provide numbers upfront that turn out to be too good to be true later on. You mentioned the other review where the client complained of undisclosed fees. If you review our response to that review, you’ll see that she had the fees in writing immediately and she declined our request to cover the documents in detail and consequently overlooked the fees that were disclosed to her. Mr. Scarzo spent 2 hours on the phone with you hearing you out and tailoring accurate loan options for you that addressed your short and long-term goals because he cares about his clients. While other lenders spend minutes talking to clients and months to get loans done, we spend hours talking to clients and days to get loans done. The proof is in our customer satisfaction. We hope that you’re able to get your financial needs met and wish you the very best. Thank you again for taking the time to share your experience.

Loan Type:

Refinance
Review Type:

Lender Review

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Royal United Mortgage

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