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January 2024 by Elyssa Hartsock
I used to have Caliber Home Loans (which were fantastic!) before Newrez bought them out. I’d call one person and either they would handle my request or I’d get transferred to one other person. Newrez however has shoved a ton of customer service representatives in a bunch of cubicles. Thus when someone calls, all they hear is a freaking house party of background noise, each employee talking over each other to their customers, everyone yelling etc. There needs to be more separation or at least sound proofing of those cubicles. God knows what their work environment is like.And then on top of that, I found out that the woman at Newrez that I called 2 weeks ago never even properly opened a case for my request. So I was waiting on someone to call me like she said and yet no record was in my account. Already annoyed with this move that was out of my control and Newrez proving its incompetence.
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December 2023 by Lani Wren
The company of infinite "next week", currently dealing with them and I've never heard so many "next weeks" in my life, not even compared to some of my exes. Seems like they have nothing straight, no info, terrible communication, and they don't even know things within their own company. Maybe it's the realtors first time selling a house, idk. What I do know is that this has been painful to deal with them and I'm considering a lawsuit.
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December 2023 by derin brewer
Horrible company they purchased my mortgage, and didn't pay my homeowners insurance on time. ALL INFO WAS SENT TO THEM AND THEY DISREGARDED IT AS IF IT WASNT THEIR JOB. They sure did collect my money in escrow though. Worst experience with a mortgage company ever. Would never recommend. Will have to refinance with someone else if interest rates ever go back to normal.
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December 2023 by Adenah Sea
Poor customer services. I paid off the loan over a month ago but they would not remove my loan from the credit report. Secondly, they owe me a tax from escrow and they are not willing to refund. Please avoid this company at all cost!
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December 2023 by Adriana Nino
Terrible, two call and two emails and still no solution to my problem. I did not choose this lender, my mortgage co. sold the none. The worst provider ever.
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December 2023 by Robyn Estwick
Condescending to their borrowers, unhelpful, terrible terrible terrible customer service. I wish my lender was not bought out by this company but unfortunately, here we are. I will never refer anyone to this company. Ever. If you want to work with lenders who are willing and able to help and actually provide some level of care and customer service, DO NOT USE THIS COMPANY AND DO NOT SEND YOUR FRIENDS OR FAMILY TO THIS COMPANY. Just take a look at allllllll of the other reviews. Never ever ever again. If rates were lower, I would refinance with another company TODAY.
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November 2023 by Jamie K
They sent me uninformative, unnecessarily threatening letters when my HOA insurance information was outdated and when my condo insurer didn't list the unit #. Good phone service doesn't make up for the threatening letters caused by small clerical errors, particularly when the subject of the threat didn't even make the error. But at least they didn't rebrand themselves as "Mr. Cooper" like my last mortgage servicer.
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November 2023 by Nick Baxter
I've been battling Newrez for months now over an insurance issue that has cost me over $1,300. The original problem was not *entirely* their fault (though they do hold some blame) but the lack of communication since has been even more frustrating and caused problems. At this point, I cannot even get in touch with a representative to help me with my issue. I cannot advise against Newrez enough. Their policies and lack of communication is shameful.
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October 2023 by jon nan
A very bad company. If you have a choice, stay away from them.！They can check your credit at any time for any reason。You will lose your credit every time they intentionally check your credit
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July 2023 by Jordan Bayless
Terrible website that's payment scheduling function doesn't work and will then likely result in late fees due to Newrez's ineptitude. I have submitted three tickets and two calls to try and get help with my issue, but there is no response. It is a recurring issue and I would not suggest using them because they have TERRIIBLE customer service.
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July 2023 by John Kauffman
I really appreciate the helpful people of Newrez! The customer portal is logically laid out and is easy to use. Best experience I've had.
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May 2023 by Bryan Gordon
Alicia Forbes from the insurance department is absolutely amazing. She went above and beyond to help fix a situation between newrez and hippo, my insurance provider. When I was sent over to her and told her my situation, she contacted the accounting department and came up with a solution. Even when that fell through because of Hippo, and the accounting department went home for the day, she was able to contact Hippo and work something out in which fixed the entire situation! I am in awe of her customer service and commitment! Overall, Alicia is an asset to your team and an amazing associate!
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May 2023 by Brittany Mele
**Updating my review because my issue got resolved! The companies worked together and got me squared away. So if you have an issue and you get lackluster support, don't give up- some folks know what they are doing there.My Caliber home loan is now under NewRez but the last payment wasn't forwarded correctly by Caliber or accepted by NewRez- now I've $~2000 lost somewhere and both companies are pointing the finger at one another and both have failed to assist me in getting it straightened out. Every time I call, I get a new person and the run around.
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May 2023 by Tunicia Williams
I’m not sure if this location has anything to do with the online entity, but working with Newrez as a mortgage servicer is horrible. The average wait time is 45 minutes. The call back time takes an hour. They will give wrong information often and will not take accountability. The worst thing lenders could have done was to make a company that did not lend the money to a customer in charge of the managing the loan. I despise them, and I wish I could dissociate myself from them. Please do better.
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May 2023 by Tom M
I've faxed, emailed, and submitted through an online portal condo insurance documents in response to a Newrez request. Despite this, I have received no acknowledge that any of the documents were received and phone calls to the insurance dept customer service lines and emails to the customer service portal have not helped to fix the issue. This company is bureaucratically incompetent.
