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.
Still waiting for an email. Took my credit down then said I wasn't able to refinance got all my information
We understand it isn’t pleasant to find out that you do not qualify for a loan with any company. Our advisor did a credit review with you and advised you what the issues were with your credit as well as what it would take to qualify. We make every effort to determine if our clients qualify before reviewing credit which is why we have an in-depth conversation. Ultimately, we would’ve love to have been able to offer you financing, but were unable to do so. If there anything else we might be able to do to assist you, don’t hesitate to reach back out.
derek from Willis, VA
Reviewed in October 2020
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
High-pressure tactics, no information given without an immediate "commitment"
I was contacted by Royal United today after I submitted a mortgage refinance inquiry on Leading Tree to investigate my rates and options. The representative seemed friendly and we talked at length about my situation. They pulled my credit and I was informed that I "qualified for all the options," like a carrot on a stick. Then I received an e-mail with various links at the bottom of the page (to BBB profile, etc.) and was directed to click on the links while on the phone with the rep - apparently this was supposed to count as my "research" to convince me to do business with them. I told the rep I would do my own research, thank you, I was just looking for rates and options. The rep them asked to me agree to a statement that I "agreed to commit to doing business with them TODAY." I said absolutely not, I will not commit until I see what you can offer me. She refused to discuss anything else with me and ended the conversation. Apparently, in order to find out what they have to offer, you have to commit immediately to taking the loan. No thanks, who in their right mind would do that? This seems like a very shady business practice. I have spoken to other lenders today none of them insisted on an immediate commitment. I will be staying away from Royal United.
We sincerely appreciate you bringing this to our attention. While we are incredibly busy and our advisors are attempting to focus their time on those clients most serious about moving forward; it’s important that we give time back to those clients that have given time to us. We recognize that many clients may want to do due diligence and we encourage that. We know that due diligence will reveal Royal United is a reputable lender that takes care of our clients. We apologize for your experience as it was not in line with the experience we expect our advisors to give our clients. If you were to reach back out we’ve instructed your advisor to provide the information that you came to us for. Thank you again for sharing!
Sarah from Goose Creek, SC
Reviewed in October 2020
LendingTree Customer:
Yes
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
Beware
Simple refinance loan $80,000. No appraisal required. They wanted $5000 in closing cost !!! Salesman was a slick talker, avoided talking about closing cost until I forced it out of him. After I told him closing cost were to high he accused me of wasting his time. check around you can do much better I did. Again BEWARE
We apologize that our advisor didn’t set appropriate expectations about our process. We take the time to identify the loan program and structure that we believe best fits each of our clients' needs. Then we put together the desired options in writing and discuss every itemized part of the closing costs. These frequently include the building of homeowner’s insurance and property tax escrows that make up a significant portion of the itemized cost. Additionally, based on the rate that each client selects there may be optional discount points associated with it. If, after reviewing the itemized costs, you decide you want to minimize costs by paying your taxes and insurance or by reducing the amount of discount points, you may typically do so. Further, we do everything we can to ensure that our clients’ loans get more favorable as the loan progresses. We do this by including most possible fees that may later get removed. Other lenders may structure the loan initially to appear more favorable than then add costs as the loan progresses but we do the opposite. Navigating the loan process can be confusing, so we encourage you to allow our advisors to provide you numbers in writing and break them down for you. Thank you for sharing!
Darrell from Columbus, MI
Reviewed in October 2020
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
Complete waste of time
was made several offers and everything thing was sunshine and roses.. got down to brass tacks and everything thing changed completely misleading..
In reviewing your file, it doesn’t appear that you had proceeded to the point of submitting a written application. While addressing preliminary questions, we discuss loan structures that may be available with our clients. We set the expectation that we would need to verify your income, assets, and collateral before moving forward with your application. After you shared your income with us, we immediately determined that you did not qualify for financing and were very open with you about that. At no point did we make any offers or guarantee that we could provide financing. We understand getting turned down for financing is not always ideal, but the most we can do is be honest with you about the obstacles and provide solutions for how those obstacles can be overcome. Here, we did everything we could have and should have done to assist you. Thank you for sharing your experience.
Jeffrey from Appomattox, VA
Reviewed in September 2020
LendingTree Customer:
Yes
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
This experience with this person was horrible!!
The whole process we went through was very pains taken. This gal doesn’t return phone calls or emails very unprofessional should not be in her position. I wouldn’t recommend working with her on anything.
I had came across this lender through Lending Tree. I don't understand how this officer has 5 star reviews for almost every review. It's been weeks and still nothing has been achieved. There has been miscommunication on his part. Excuses about him sending stuff and to check my spam, that another officer was attached to the application too and other reasons why things weren't done. It should only take a few days not weeks for tthis process. I expressed numerous times my frustrations as well, and still no difference in character from him. Even knowing all this I was waiting on my preapproval letter and sent an email asking where it was to get an automated email stating he's out of the office for a few days. He should have made it a priority to make sure I had it before he went away knowing my frustrations etc. He told me he sent it after he got back when I sent an email questioning where the preapproval was days after he was supposed to be back. He told me check my spam. Nothing there, and told him so. A day later still no response and no preapproval sent. He had given 3 different figures, i clicked on the link a few days later they were gone, he told me they default after so long. I asked for them to be redone. He still never did that either. I also told him numerous times he could call me at the number provided for any info needed fastly or issues. He never once called or should have called after stressing my frustrations and issues to make sure I was satisfied and received the preapproval etc.. Once again, failed at task. I'm very aggrevated and confused what the issues are with this whole process that shouldn't be. I would not reccommend this loan officer and maybe not even Royal United. I'm calling to see about getting another officer. Very hesitant to do so though.
When you initially came to us you requested to work strictly by email and text and had submitted multiple inquiries causing multiple people be reaching out and to get several automated emails. This alone created some confusion. On top of that, some of our emails to you appeared to have been caught in your spam filter which further created confusion as to what was going on with your preapproval. Unfortunately, you did not give us permission to call you prior to leaving this review and so we do what we can to respect those client’s wishes who choose to work by email. We’re looking into to see if there’s anything that can be done to avoid similar confusion when individuals submit multiple inquiries. As to your loan advisor, given that his messages were going into your spam, he was equally confused when you notified him that you had not received the preapproval letter. We routinely work with clients via email without issue, unfortunately your case was an exception. Ultimately, we apologize for the misunderstanding. Thank you for sharing your concerns with us.
Gave the guy (Mike - owner?) all kinds of personal information and a week later he had not had the courtesy to give me an answer.
We appreciate you making us aware of this. It turns out that our advisor was out of the office unexpectedly for a period of time which is why he wasn’t in touch with you. However, we are reviewing to see how we could avoid this in the future. We sincerely apologize for any confusion that this caused and will make sure our advisor is responsive moving forward. Thank you again!
Donna from Oklahoma City, OK
Reviewed in September 2020
Loan Type:
Refinance
Review Type:
Lender Review
Do you want to flag this review?
(1 of 5)stars
Don't ask any questions
Spoke with banker and he began with how much do you want and for what questions, the same that other lenders have asked. Two questions in he asked detailed questions on how I intended to remodel. When I asked why he wanted details that no other lender asked, his response was he does millions of dollars business and needs to know what I intend to do with the money. He continued with he doesn't need to do business with me, and then he hung up. At the best he is just rude and unprofessional, at the worst is this isn't a legitimate business.
Thank you for bringing this to our attention. We pride ourselves on exceptional customer service and truly regret that your experience with us was negative. We appreciate the feedback given to us and will pass it along to the relevant parties. If you are still interested in the financial products we offer, please reach out to us at any time by calling (888) 769-2565.
Diane from Elgin, IL
Reviewed in September 2020
LendingTree Customer:
Yes
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
Misleading
Pleasant conversation from the get go. Did ask more personal questions than other lenders. Asked to run credit and that she would send me the credit report via email (Still have yet to receive this). Asked that I commit to the company as my go to refinance lender--mind you I do not know anything about their appraisal process, upfront costs etc. Did NOT disclose any rates--kept stating that because of their customer service and quick turnaround (which other lenders are also offering 2-3 week to close), it should be enough to commit to Royal. It was a waste of 40 mins.
Thank you for sharing. In reviewing your situation, we did send your credit report shortly after speaking with you and have since connected with you to work through your issues in receiving it. We’re sorry that you feel that we asked that you commit to us, however, that is not what was said. Rather, we asked that if you were provided loan options that accomplished your goals (from any lender), would you be ready to move forward. This question is gauges how serious each of our clients are about pursuing financing so we can assist our most serious clients the quickest. A lot of lenders make a lot of promises, however, you will not find a lender that has more clients publicly sharing that they Thank you for sharing. In reviewing your situation, we did send your credit report shortly after speaking with you and have since connected with you to work through your issues in receiving it. We’re sorry that you feel that we asked that you commit to us, however, that is not what was said. Rather, we asked that if you were provided loan options that accomplished your goals (from any lender), would you be ready to move forward. This question is gauges how serious each of our clients are about pursuing financing so we can assist our most serious clients the quickest. A lot of lenders make a lot of promises, however, you will not find a lender that has more clients publicly sharing that they have lived up to their promises than Royal United. We encourage you to get in touch with us when you’re ready to pursue financing and we’d love to show you why our clients speak so highly of us.us when you’re ready to pursue financing and we’d love to show you why our clients speak so highly of us.
Elena from Charlotte, NC
Reviewed in August 2020
Loan Type:
Refinance
Review Type:
Lender Review
Do you want to flag this review?
(1 of 5)stars
Recommended
Great experience
Nick was very helpful and made the whole process go very easy and fast. He made us feel very important. I would highly recommend him. He did a great job.
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Royal United Mortgage
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