LoanStar Home Lending

Our Branch Manager in Puyallup, WA has been working with our borrower that filed a complaint with the Revdex.com, complaint ID: [redacted] I see that the complaint has been closed due to lack of response, but I wanted to reach out to let you know that we have agreed to reimburse the borrower his appraisal fee as he requested If you could please update your records to reflect that we did resolve this complaint with the customer, it would be greatly appreciated Please let me know if you need any additional information Thank you, David M***

LoanStar Home Lending (“LoanStar”) received the above referenced customer complaint and appreciates the opportunity to respond LoanStar understands that the home loan process can be daunting to borrowers and strives to offer outstanding customer service and to make the process as easy as possible to all customers Because mortgage loan applications involve a customer’s private financial and other nonpublic personal information, LoanStar’s policy is to not discuss loan specifics through third parties such as the Revdex.com, and we are more than happy and encourage the customer to reach out to the Loan Officer or Branch Manager (contact info below) to discuss in more depth Based on our review, this was a complicated loan application, and the borrowers were preapproved subject to underwriting conditions being met Initially, it appeared that if underwriting conditions were met, the loan could potentially close in April One of the initial underwriting conditions was the documentation of consistent child support payments, which was a condition that was unable to be met Unfortunately, other unforeseen issues arose, including the borrower changing jobs during the loan process and the discovery of a previously undisclosed debt, which further complicated the loan process The Loan Officer spent a lot of time and effort in attempting to get the borrowers qualified, including escalating to management and working with the USDA in the attempt to get a credit waiver LoanStar was also unaware that the customers were planning on giving notice to their current landlord and only discovered this after the customers had actually given notice We understand that the home loan process can be stressful and daunting, and our goal is to ensure that our customers have an enjoyable lending experience and sincerely regret that a better result was not possible here We would welcome the chance to discuss this further with you directly and address possible concerns that you may have Sincerely, David M [redacted] Legal Manager LoanStar Home Lending Contact info: Loan Officer: Tony B [redacted] Phone: Email: [redacted] @goloanstar.com Branch Manager: Rich G [redacted] Phone: Email: [redacted] @goloanstar.com

LoanStar Home Lending (“LoanStar”) received the above referenced customer complaint and appreciates the opportunity to respond LoanStar greatly values its customers and strives to ensure the best possible mortgage loan experience for each and every customer.For privacy reasons, LoanStar
Home Lending’s policy is to deal with customer complaints directly with the customer and not through third party organizations such as the Revdex.com. The home loan process is complicated and involves the personal finances of our customers including credit approval and denial. For these reasons, LoanStar Home Lending will not respond in detail on this platform, outlining the details of this customer’s loan process and personal finances We ask that this customer reach out to the Branch Manager listed below to address this complaint and explore solutionsPlease do not hesitate to reach out if there are any further questions or concerns.Branch Manager: Tami S*Direct Phone: ***

LoanStar Home Lending (“LoanStar”) received the above referenced customer complaint and appreciates the opportunity to respond LoanStar greatly values its customers and strives to ensure the best possible mortgage loan experience for each and every customer
For privacy reasons LoanStar Home
Lending’s policy is to deal with customer complaints directly with the customer and not through third party organizations such as the Revdex.com. The home loan process is complicated and involves the personal finances of our customers including credit approval and denial. For these reasons, LoanStar Home Lending will not respond in detail outlining the details of this customer’s loan process A member of our management team has personally reached out to the customer and is working diligently to address her concerns Please do not hesitate to reach out if there are any further questions or concerns
Sincerely,
David M***
Legal Manager
LoanStar Home Lending

Complaint: ***I am rejecting this response because:I spoke with Tony in the very beginning and inquired about changing jobs, before I even interviewed, and was told that it wasn't an issue as long as it was in the same fieldThe job is the EXACT same, with the exact same base salary with additional cash paid in lieu of benefitsThe seller and I also confirmed multiple times with Tony that we would be able to close by the end of March before I ever gave notice that we would be out of our rental in AprilThe undisclosed loan was paid by my brother-in-law and we had discussed with our loan officer having the loan paid by closingAll of the documents had been provided multiple times prior to the date that we received the final notice that we were denied the loanWe were also told that we would be able to have child support accepted with just 3-consistently paid months but instead it was denied because he doubles up on payments one month and then skips another, or sends a payment in a week early or late so it posts in the wrong monthRegardless as to when the payment was received, it's still paidTony was fully aware of the child support payment history prior to us putting in an offer on the home and we never should have been lead to believe we were qualified for the loan and walked through the process of spending all that money on appraisals and inspections if we didn't actually meet the requirements of the loanWhile you claim the loan was escalated to upper management, we had discussed this more than once, and it seemed to keep getting pushed out, we were told it was sent in April 8th and we would hear back monday or tuesday and never heard anything from loanstar again.Sincerely,*** ***

Our Branch Manager in Puyallup, WA has been working with our borrower that filed a complaint with the Revdex.com, complaint ID: [redacted].  I see that the complaint has been closed due to lack of response, but I wanted to reach out to let you know that we have agreed to reimburse the borrower his...

appraisal fee as he requested.  If you could please update your records to reflect that we did resolve this complaint with the customer, it would be greatly appreciated.  Please let me know if you need any additional information.
Thank you,
David M[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  I will contact LoanStars Branch Manager: Tami S[redacted] to have my fees reimbursed, want to respond so this complaint is not closed.
Sincerely,
[redacted]

LoanStar Home Lending (“LoanStar”) received the above referenced customer complaint and appreciates the opportunity to respond.  LoanStar understands that the home loan process can be daunting to borrowers and strives to offer outstanding customer service and to make the process as easy as...

possible to all customers.
Because mortgage loan applications involve a customer’s private financial and other nonpublic personal information, LoanStar’s policy is to not discuss loan specifics through third parties such as the Revdex.com, and we are more than happy and encourage the customer to reach out to the Loan Officer or Branch Manager (contact info below) to discuss in more depth.  Based on our review, this was a complicated loan application, and the borrowers were preapproved subject to underwriting conditions being met.  Initially, it appeared that if underwriting conditions were met, the loan could potentially close in April.  One of the initial underwriting conditions was the documentation of consistent child support payments, which was a condition that was unable to be met.  Unfortunately, other unforeseen issues arose, including the borrower changing jobs during the loan process and the discovery of a previously undisclosed debt, which further complicated the loan process.  The Loan Officer spent a lot of time and effort in attempting to get the borrowers qualified, including escalating to management and working with the USDA in the attempt to get a credit waiver.  LoanStar was also unaware that the customers were planning on giving notice to their current landlord and only discovered this after the customers had actually given notice. 
We understand that the home loan process can be stressful and daunting, and our goal is to ensure that our customers have an enjoyable lending experience and sincerely regret that a better result was not possible here.  We would welcome the chance to discuss this further with you directly and address possible concerns that you may have.
Sincerely,
David M[redacted]
Legal Manager
LoanStar Home Lending
 
Contact info:
 
Loan Officer: Tony B[redacted]
Phone: 503.597.6746
Email: [redacted]@goloanstar.com
 
Branch Manager: Rich G[redacted]
Phone: 360.816.2006
Email: [redacted]@goloanstar.com

LoanStar Home Lending (“LoanStar”) received the above referenced customer complaint and appreciates the opportunity to respond. In addition to the Revdex.com, the customer also filed a complaint with a different agency, and LoanStar worked through this agency to address the customers...

concerns and reach a satisfactory resolution for all parties.If there are any additional questions or concerns regarding this compliant, LoanStar is more than willing to provide additional information.Sincerely,David M[redacted]Legal ManagerLoanStar Home Lending