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.
Don't waste your time. Took months to do a simple refinance and I'm still dealing with issues. I do not recommend this company.
Stephanie from Northern Cambria, PA
Reviewed in December 2021
Closed with Lender:
Yes
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
Response To Questions
She did not respond to my question asked, and additional debts was added into what I was requesting, I was not trying to consolidate bills🙁, who in they right mind would not want to know intrest rate
The entire process was very stressful! The loan officer was very rude and condescending towards me. He was corrected by his boss but it didn’t take long before the unpleasant side of him took effect.
Pushy “used car salesman” tactics with zero followup and broken promises
To be honest, we are not really interested in doing business with a company that makes promises they does not keep. Lest Wednesday I spoke with "Kenny Goldstein" who initially cut me off saying he would call back in 20 min. Two hours later he finally called back and, despite me giving him permission to run a credit check and way too much personal info, he failed to provide me with any rates or closing costs (after spending over an hour with him on the phone). Frankly, at times he was pushy to the point of being rude and I felt like I was dealing with a used car salesman. When I finally pushed the issue about numbers he claimed that he would need to speak with BOTH my wife and me and we set up a meeting for the following day at 2pm where he promised he would have all the rates and fees to discuss with us. My wife and I rearranged both of our schedules to accommodate his requested time and waited for his call that never came. He completely blew us off and never replied to our message asking why he didn't call or keep his word. In an email he sent, he also promised the following but it has been a full week with NO WORD from him (vis email, phone call or text!!) After reading dozens of 1 star reviews with others warning about this company I will move forward with securing a loan from my local bank. Below is what Kenny G sent me... Here is what you can expect next: 1 Soon I’ll send a complimentary copy of your Consumer Credit Report and complete a detailed credit review with you. 2 Within one hour, I’ll build your custom loan options and review them with you in writing before starting your loan application. 3 I’ll communicate every two to three days and answer all questions as your loan is processed.
The entire process was full of deception from day one. Say one thing verbally and turn around do something else was the experience. Things were not transparent to the extent i was cornered to accept a closing statement that am not in agreement with just so we would not delay closing and with the promise document would be updated later to meet my requests. Big mistake because I ended up being screwed. At the end I had to close to move on.
Matt Sedinger often appeared confused and was slow (weeks at a time) to provide updates. I have never wasted so much time and energy due to incompetence and lack of customer service.
Kaitlyn Miller sent a nice welcome email explaining she supervises my loan officer and offered to be of assistance. However, when I reached out to her for help/answers, she completely ignored me and other emails that followed. Who does that?!
My husband and I began the refi process with Royal United Mortgage in March 2021. We are both middle-aged, each have credit scores in the 800’s, solid work history, our home appraised for $25k more than expected, and we were going to have RUM payoff 100% of our other debt, leaving us with a low DTI. Even with all these positives, the refi fell through in July. My loan officer, Kristina Trotti, did well enough; however, her higher-ups, Kaitlyn Miller and Kylie Mosser, did not have the simple courtesy to respond to any of my emails. Who does that? In addition, the processor and underwriter that include Luke Martin, Matt Sedinger, and Doran Lee are too slow to update (weeks at a time) and appear incompetent. We provided countless income documents and they would often seem confused and ask for something more and something more until they finally stated on July 13th that they cannot include my husband’s income because it is “variable income.” They were all aware of the facts regarding my husband’s income in March and they could have made that determination then! In fact, the lender I am working with now, has no issues with my husband’s income and does not consider it “variable income.” Furthermore, RUM advised that the appraisal is transferrable, and I have learned that it is not. I will have to pay another appraisal fee. I am currently disputing the $565 appraisal fee with my credit card company. I would avoid RUM, or at least, this particular team because I have never experienced worse customer service or wasted so much time and energy!!!
Thank you for sharing your concerns. The Compliance Department at Royal United Mortgage thoroughly reviewed the history of your loan. We found that the loan advisor and the operations staff acted in good faith throughout the process and took every possible step to complete your loan.
The Compliance Department did not locate any communications in which the statement was made that the appraisal was transferrable. However, Royal United routinely transfers appraisals to other lenders at the request of its clients. It is the policy of the lender receiving the transferred appraisal to determine whether it will accept it. Royal United cannot speak to whether other lenders will or will not accept transferred appraisals.
Verifying your husband’s employment and income was the largest hurdle to completing your loan. Royal United was not provided the complete work history and circumstances surrounding your husband’s employment early in the process. While we received his paystubs in March, the company did not have the full picture until April. Mortgage lenders are required to follow strict federal regulations when it comes to income, and the complexity of those led to the delays. Royal United had to wait until your husband was actually employed by Ethicon, and had started receiving paychecks, before it would be allowed to consider his income. Unfortunately, once we received his paystubs, it appeared that his number of hours fluctuated, which required that we consider his income as “variable” per agency guidelines. Those specific regulations meant we could not utilize his income in the loan.
Even after it was determined that Royal United would be unable to include your husband’s income for qualification purposes, the company still offered additional solutions to you, which would have allowed the loan application to continue. It is our understanding that this option was declined by you and your husband.
We regret that we were unable to complete the loan to your satisfaction. However, at no point did it appear that Royal United’s staff operated unreasonably and/or negligently with regards to the information that it had been provided.
Delia from San Angelo, TX
Reviewed in July 2021
Loan Type:
Refinance
Review Type:
Lender Review
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(1 of 5)stars
Recommended
It was a great experience.
Our rep,Leland made the entire process sooo easy !!! He was very knowledgeable and was very patient while explaining the questions we had . He made our Dream Vacation home a reality’s and it was much quicker than we ever expected !
Brian wasn't easy to work with. He still hasn't answered the last question I sent him. He is very unprofessional and made me feel like he didn't know what he was doing.
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Royal United Mortgage
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