Initial Business Response /* (1000, 5, 2015/05/15) */
BBMC takes all customer concerns seriously. We are investigating this issue. We will reach out to the customer and report a resolution promptly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
The resolution is still pending as of May 27th but I have been in contact with BBMC representative and are working toward one. I did not accept their first offer so I am awaiting a response back at this time.
Final Business Response /* (4000, 9, 2015/06/01) */
We worked together with the borrower and current servicer to resolve the issue. We have also overnighted a check for the difference to the borrower which she should receive on June 2nd or 3rd. We appretiate the oppurtunity to resolve the issue with the borrower.
Final Consumer Response /* (2000, 11, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have resolved the claim. I want to note that their customer service was exceptional in regard to resolving this matter with me. Thank you
Complaint: [redacted]
I am rejecting this response because:
BBMC contracts out the third party chores. That does not alleviat the company from responsibility for them after we have had three appraisers show incompetencies (the first appraised the house as a condo when it legally was not, the second said, "this is too hard" and rejected the job after sitting on it for a week, and the third appraiser not only appraised it correctly but at a lower value, but also had to send out a FOURTH appraiser to double check things he missed, such as the water being on or off. BBMC contracted these 4 individuals as a third party. Once would have been the appraisal management company's fault, but needing FOUR people to do the job of ONE? That's your fault for employing the wrong AMC to do your third party work.
By this point in time FOUR appraisers had been to the house in this process. After which the underwriter sat on the appraisal for three weeks and decided 24 hours before the closing to call for a desk review. Which set closing back 3 more weeks.
When all was said and done, the closing was on October 14th. BBMC's response acts as though I should be THANKING THEM for not charging me extra for their blatant mistakes. The reality of the situation is due to multiple incompetencies on their part behind the scenes I had 2 vacations lost, had to pay an additional $2200 in rental and commuting costs, and two months of my list were wasted on stressing over other people's jobs beyond my control.
To add insult to injury this useless company sold my loan, WITHOUT NOTIFYING ME, on November 4th. They held my debt for an entire FIFTEEN business days, and likely negotiated it's sale during week two. I don't even think it's LEGAL to sell my debt without informing me of who now owns it. I discovered this today (November 7) when I attempted to find out who I send my first payment to, and nobody knows who I should pay (I've talked to three customer service representatives so far).
I utterly regret doing business with this company. My only solice is knowing that BBMC will never touch a penny of my money again, considering the first payment on my mortgage will now be to whichever company they sold my debt to.
Sincerely,
[redacted]
I am not a customer of BBMC but had a an awful customer experience. Sunday 9/25 I emailed HARP for more info and received a phone call right away. They transferred me to BBMC for refinance information. I spoke to [redacted] Lake who identified himself as a long time BBMC banker. We talked and he took some information and said he would call me Monday morning. I was a bit cautious of his tone. We hung up and I looked BBMC up on Revdex.com and after seeing all the complaints, many of which fit the tone of the telephone call, I decided not to pursue. I immediately called HARP back and the gentleman said he would call Mr. Lake back to cancel the request. In addition, I went on MYBBMC and sent a "Contact Us" with the detail asking they cancel. On Monday, Mr. Lake called me back. I told him what I had done to try to get a message to him cancelling the request and he said "Unacceptable and you need to listen to what I have." I said no thank you and apologized for the time he spent to which he replied "Not acceptable, I have done the work." and hung up. Rude and insulting. I am thankful I checked them out and cancelled my potential affiliation.
Initial Business Response /* (1000, 5, 2015/06/17) */
BBMC takes all customer issues seriously. We will investigate this claim and respond to all parties accordingly.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
We did FINALLY receive a phone call from BBMC Management,...
however, there is no resolution. The appraisal that we paid for on our home was not correctly delivered. The information on the delivered appraisal remains inaccurate (square footage, garage size, etc.) This is an issue with the appraiser, however, BBMC was contracted to be our method of communication with the appraiser. Customers are not allowed to contact appraisers directly. BBMC did not help correct the appraisal and we did not receive the product (appraisal) that we paid for. Simply put, when you pay for an appraisal, you should get an accurate report of your home, regardless of value. My only hope is that others do not put themselves through this exhaustive and costly process with BBMC, especially if you are referred as we were.
Final Business Response /* (4000, 14, 2015/07/08) */
In good faith BBMC is refunding the charge for the appraisal. That will be processed today 7/8/15. We hope that this can resolve the issue.
We take all customer issues seriously. We are currently reviewing information on our end from our internal systems to create a response. We want to make sure we have all the accurate information to better resolve the issue. We have placed your information on our internal do not call...
It is with absolute satisfaction that I am writing this review & that is totally due to Cheryl [redacted] We had tried to refinance our home for a few years now to no avail. That was until we received a call from Cheryl [redacted] After speaking to Cheryl & she explained the process in detail we were ready to start the process. Cheryl was totally professional,knowledgable & caring. She kept us updated on all the progress, which was totally comforting to us. Cheryl is now & was our "guardian angel" I will miss our conversing & good relationship. We would highly recommend Cheryl to anyone looking to refinancing their home.
11/3/2016
I just had the worst experience with this mortgage company. Unfortunately I realized too late in the process just how terrible it was and so I didn't have time to make a switch to a different one. The issues and delays were endless, from losing documents to not being knowledgeable about a standard loan which would have cost me quite a bit of money had I not been knowledgeable enough myself. The client shouldn't have to hold the hand of the mortgage company, that's not the way business is supposed to work. I reached out to their compliance department with my concerns almost a month ago now and still no response, I finally emailed one of the executives of the company and got a canned, "we're sorry for the delays and additional costs you incurred, we'll definitely learn from this experience, however there's nothing we can do." My complaint is on its way to the Revdex.com, please avoid this mortgage company, unless you're savvy enough to guide the process yourself and avoid the possible issues caused by their lack of knowledge. I wouldn't wish working with this company on my worst enemy...well maybe my worst enemy.
Update: 1/11/2017 after Steven [redacted] from Customer Experience posted on my review offering to "help", which really means just to make them look like they care to people looking at reviews.
It was nice of Steven to say he would like to learn more, but it turns out that was just for appearances sake on here. Make no mistake, it was a complete waste of time. We have spent the last two months exchanging numerous emails that go nowhere and wasting valuable time and there was absolutely no real regard or concern for the issues caused by BBMC, during the process or afterwards. Multiple times Steven said I would receive an update only for me to be left emailing over and over and over again after the specified time...and he only responded when I had copied the CEO of the company, saying he either "missed" my messages or had "forwarded" my email on to the exact "manager" who had presided of the absolute mess to begin with, this despite my specific requests that he not.
For some reason I thought that someone who heads up "customer experience" would be a little more concerned with my experience as a customer, but that was not the case at all. Again, I would say run far and fast from this company. I would have been in a much more difficult situation than even the terrible one I experienced, if I hadn't understood what needed to be done and the timeline and basically did their job for them and babysit the process...do you have time to do that?
If all this isn't enough to make you re-think using them, this company doesn't service its loans so my loan has been sold off 3 times in 5 months...that's 3 times where I have to figure out where to send my payment and who i'm dealing with, and 3 different sets of paperwork i'm going to have to find for my accountant on this one property.
Cheryl Skinner was very kind, and understanding. She answered any of our questions in a timely manner. There were lots of changes along the way, but she worked with us and got it done! Thanks Cheryl, for helping us get ahead! I certainly will recomend BBMC to a friend, if I could increase the the scale on this sight I would.
Initial Business Response /* (1000, 5, 2014/06/16) */
RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
1 message
[redacted] Mon, Jun 16, 2014 at 10:47 AM
To: "Revdex.com (Do Not Reply To This Email Address)" ,...
[redacted]
Good morning. Can you please five me our loan number associated with this complaint?
[redacted] - Regulatory Compliance / Fair Lending Officer
XXX-XXX-XXXX - Office
XXX-XXX-XXXX - Fax
[redacted]@mybbmc.com
Bridgeview Bank Mortgage Company, LLC
[redacted] W [redacted] Street [redacted] XXXXX
Initial Consumer Rebuttal /* (2000, 10, 2014/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 8, 2014/06/20) */
Bridgeview Bank Mortgage Company prides itself on customer service.
The Loan Originator has reached out to Mr. [redacted] to resolve the complaint.
Compliance Officer has emailed Mr. [redacted] to discuss complaint.
Awaiting the customers response.
Complaint: [redacted]
I am rejecting this response because:
1. the GFE was sent to us on 8/27, even if one were to count 8/29 (sat) as a working business day, our close was set for 8/31, leaving the customer with only 2 business days to review. I do not believe that is in line with the spirit of GFE policy. Furthermore, during the phone conversation with BBMC, it was communicated to the customer that there was indeed not enough time, and apologies were made. The main issue with this is that as the customer, we did not know that our loan was changed from ARM to 30-year fixed until we got the GFE, and the cost was much higher than we thought. We did not put up too much complaint at that time because we were told this is a HUD requirement, AND that the sale rep assured us that he would work with us to convert this 30-year fixed to ARM in 90 days, at no cost to us.
2. BBMC claimed that they are willing to work with the customer to refi, but over the phone they told me that if a refi were to be done, they would have to charge us the full fee, and based on his recommendation "it would not be worth it". I told him that his sale rep assured us a refi can be done at BBMC's expense, the director I talked with just ignored it.
Bottom line, the customer was surprised with all the changes at the last minute, empty promised were made, and paid a lot of extra money for a poor service. Having purchased over a dozen properties in the last 20 years, this is by far the worst experience. I would not use or recommend using this service at all.
Initial Business Response /* (1000, 5, 2015/05/15) */
BBMC takes all customer concerns seriously. We are investigating this issue. We will reach out to the customer and report a resolution promptly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
The resolution is still pending as of May 27th but I have been in contact with BBMC representative and are working toward one. I did not accept their first offer so I am awaiting a response back at this time.
Final Business Response /* (4000, 9, 2015/06/01) */
We worked together with the borrower and current servicer to resolve the issue. We have also overnighted a check for the difference to the borrower which she should receive on June 2nd or 3rd. We appretiate the oppurtunity to resolve the issue with the borrower.
Final Consumer Response /* (2000, 11, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have resolved the claim. I want to note that their customer service was exceptional in regard to resolving this matter with me. Thank you
Complaint: [redacted]
I am rejecting this response because:
BBMC contracts out the third party chores. That does not alleviat the company from responsibility for them after we have had three appraisers show incompetencies (the first appraised the house as a condo when it legally was not, the second said, "this is too hard" and rejected the job after sitting on it for a week, and the third appraiser not only appraised it correctly but at a lower value, but also had to send out a FOURTH appraiser to double check things he missed, such as the water being on or off. BBMC contracted these 4 individuals as a third party. Once would have been the appraisal management company's fault, but needing FOUR people to do the job of ONE? That's your fault for employing the wrong AMC to do your third party work.
By this point in time FOUR appraisers had been to the house in this process. After which the underwriter sat on the appraisal for three weeks and decided 24 hours before the closing to call for a desk review. Which set closing back 3 more weeks.
When all was said and done, the closing was on October 14th. BBMC's response acts as though I should be THANKING THEM for not charging me extra for their blatant mistakes. The reality of the situation is due to multiple incompetencies on their part behind the scenes I had 2 vacations lost, had to pay an additional $2200 in rental and commuting costs, and two months of my list were wasted on stressing over other people's jobs beyond my control.
To add insult to injury this useless company sold my loan, WITHOUT NOTIFYING ME, on November 4th. They held my debt for an entire FIFTEEN business days, and likely negotiated it's sale during week two. I don't even think it's LEGAL to sell my debt without informing me of who now owns it. I discovered this today (November 7) when I attempted to find out who I send my first payment to, and nobody knows who I should pay (I've talked to three customer service representatives so far).
I utterly regret doing business with this company. My only solice is knowing that BBMC will never touch a penny of my money again, considering the first payment on my mortgage will now be to whichever company they sold my debt to.
Sincerely,
[redacted]
I am not a customer of BBMC but had a an awful customer experience. Sunday 9/25 I emailed HARP for more info and received a phone call right away. They transferred me to BBMC for refinance information. I spoke to [redacted] Lake who identified himself as a long time BBMC banker. We talked and he took some information and said he would call me Monday morning. I was a bit cautious of his tone. We hung up and I looked BBMC up on Revdex.com and after seeing all the complaints, many of which fit the tone of the telephone call, I decided not to pursue. I immediately called HARP back and the gentleman said he would call Mr. Lake back to cancel the request. In addition, I went on MYBBMC and sent a "Contact Us" with the detail asking they cancel. On Monday, Mr. Lake called me back. I told him what I had done to try to get a message to him cancelling the request and he said "Unacceptable and you need to listen to what I have." I said no thank you and apologized for the time he spent to which he replied "Not acceptable, I have done the work." and hung up. Rude and insulting. I am thankful I checked them out and cancelled my potential affiliation.
Initial Business Response /* (1000, 5, 2015/06/17) */
BBMC takes all customer issues seriously. We will investigate this claim and respond to all parties accordingly.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
We did FINALLY receive a phone call from BBMC Management,...
however, there is no resolution. The appraisal that we paid for on our home was not correctly delivered. The information on the delivered appraisal remains inaccurate (square footage, garage size, etc.) This is an issue with the appraiser, however, BBMC was contracted to be our method of communication with the appraiser. Customers are not allowed to contact appraisers directly. BBMC did not help correct the appraisal and we did not receive the product (appraisal) that we paid for. Simply put, when you pay for an appraisal, you should get an accurate report of your home, regardless of value. My only hope is that others do not put themselves through this exhaustive and costly process with BBMC, especially if you are referred as we were.
Final Business Response /* (4000, 14, 2015/07/08) */
In good faith BBMC is refunding the charge for the appraisal. That will be processed today 7/8/15. We hope that this can resolve the issue.
We take all customer issues seriously. We are currently reviewing information on our end from our internal systems to create a response. We want to make sure we have all the accurate information to better resolve the issue. We have placed your information on our internal do not call...
list per your request.
Bridgeview Bank was highly professional throughout the mortgage application process. I would definitely use them again.
It is with absolute satisfaction that I am writing this review & that is totally due to Cheryl [redacted] We had tried to refinance our home for a few years now to no avail. That was until we received a call from Cheryl [redacted] After speaking to Cheryl & she explained the process in detail we were ready to start the process. Cheryl was totally professional,knowledgable & caring. She kept us updated on all the progress, which was totally comforting to us. Cheryl is now & was our "guardian angel" I will miss our conversing & good relationship. We would highly recommend Cheryl to anyone looking to refinancing their home.
11/3/2016
I just had the worst experience with this mortgage company. Unfortunately I realized too late in the process just how terrible it was and so I didn't have time to make a switch to a different one. The issues and delays were endless, from losing documents to not being knowledgeable about a standard loan which would have cost me quite a bit of money had I not been knowledgeable enough myself. The client shouldn't have to hold the hand of the mortgage company, that's not the way business is supposed to work. I reached out to their compliance department with my concerns almost a month ago now and still no response, I finally emailed one of the executives of the company and got a canned, "we're sorry for the delays and additional costs you incurred, we'll definitely learn from this experience, however there's nothing we can do." My complaint is on its way to the Revdex.com, please avoid this mortgage company, unless you're savvy enough to guide the process yourself and avoid the possible issues caused by their lack of knowledge. I wouldn't wish working with this company on my worst enemy...well maybe my worst enemy.
Update: 1/11/2017 after Steven [redacted] from Customer Experience posted on my review offering to "help", which really means just to make them look like they care to people looking at reviews.
It was nice of Steven to say he would like to learn more, but it turns out that was just for appearances sake on here. Make no mistake, it was a complete waste of time. We have spent the last two months exchanging numerous emails that go nowhere and wasting valuable time and there was absolutely no real regard or concern for the issues caused by BBMC, during the process or afterwards. Multiple times Steven said I would receive an update only for me to be left emailing over and over and over again after the specified time...and he only responded when I had copied the CEO of the company, saying he either "missed" my messages or had "forwarded" my email on to the exact "manager" who had presided of the absolute mess to begin with, this despite my specific requests that he not.
For some reason I thought that someone who heads up "customer experience" would be a little more concerned with my experience as a customer, but that was not the case at all. Again, I would say run far and fast from this company. I would have been in a much more difficult situation than even the terrible one I experienced, if I hadn't understood what needed to be done and the timeline and basically did their job for them and babysit the process...do you have time to do that?
If all this isn't enough to make you re-think using them, this company doesn't service its loans so my loan has been sold off 3 times in 5 months...that's 3 times where I have to figure out where to send my payment and who i'm dealing with, and 3 different sets of paperwork i'm going to have to find for my accountant on this one property.
On my first call I found Mike [redacted] @ BBMC putting forward extra effort to help.
Mike instills confidence Great job team.
Cheryl Skinner was very kind, and understanding. She answered any of our questions in a timely manner. There were lots of changes along the way, but she worked with us and got it done! Thanks Cheryl, for helping us get ahead! I certainly will recomend BBMC to a friend, if I could increase the the scale on this sight I would.
Initial Business Response /* (1000, 5, 2014/06/16) */
RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
1 message
[redacted] Mon, Jun 16, 2014 at 10:47 AM
To: "Revdex.com (Do Not Reply To This Email Address)" ,...
[redacted]
Good morning. Can you please five me our loan number associated with this complaint?
[redacted] - Regulatory Compliance / Fair Lending Officer
XXX-XXX-XXXX - Office
XXX-XXX-XXXX - Fax
[redacted]@mybbmc.com
Bridgeview Bank Mortgage Company, LLC
[redacted] W [redacted] Street [redacted] XXXXX
Initial Consumer Rebuttal /* (2000, 10, 2014/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 8, 2014/06/20) */
Bridgeview Bank Mortgage Company prides itself on customer service.
The Loan Originator has reached out to Mr. [redacted] to resolve the complaint.
Compliance Officer has emailed Mr. [redacted] to discuss complaint.
Awaiting the customers response.
Complaint: [redacted]
I am rejecting this response because:
1. the GFE was sent to us on 8/27, even if one were to count 8/29 (sat) as a working business day, our close was set for 8/31, leaving the customer with only 2 business days to review. I do not believe that is in line with the spirit of GFE policy. Furthermore, during the phone conversation with BBMC, it was communicated to the customer that there was indeed not enough time, and apologies were made. The main issue with this is that as the customer, we did not know that our loan was changed from ARM to 30-year fixed until we got the GFE, and the cost was much higher than we thought. We did not put up too much complaint at that time because we were told this is a HUD requirement, AND that the sale rep assured us that he would work with us to convert this 30-year fixed to ARM in 90 days, at no cost to us.
2. BBMC claimed that they are willing to work with the customer to refi, but over the phone they told me that if a refi were to be done, they would have to charge us the full fee, and based on his recommendation "it would not be worth it". I told him that his sale rep assured us a refi can be done at BBMC's expense, the director I talked with just ignored it.
Bottom line, the customer was surprised with all the changes at the last minute, empty promised were made, and paid a lot of extra money for a poor service. Having purchased over a dozen properties in the last 20 years, this is by far the worst experience. I would not use or recommend using this service at all.
Sincerely,
[redacted]