Adam P. Kelly

We are sorry to hear of our customers concerns but value all feedback as my team and I are always looking to provide the best service we can. Our team worked hard to help this customer qualify for a competitive loan program that made the most sense for their situation. Waiting on third party companies including HOA insurance companies at times puts our timeline in their hands even after our several attempts. In this case the insurance company only responded after the brokers/attorneys called them directly . Given TRID requirements the loan closed in a timely fashion; only a few days later; after the delay of third party info but are sorry to hear the challenge it created with this customers out of town schedule. Our rates and fees are competitive with other lenders and we really pride ourselves on excellent customer service and a great team dynamic. We can only share in our customer success of their home closing and wish them the best.

I always inform our customers upfront that there are a lot of documents required to complete a mortgage as I have done for over 15 years. I also inform all customers that once their file is submitted to underwriting, the underwriter will normally request final requirements to clear the loan to close. In this case, the underwriter deemed the documents as insufficient so we had to request the correct items per the underwriter’s requirements. We have a secured system for clients to upload documents, but the system does not retain password information so I helped this client reset the password when she could not gain access. I’m glad that we closed this file within 35 days even after a contract change required us to resubmit the file in the middle of the process.