- Report: #957401
Report - Rebuttal - Arbitrate
Complaint Review: Pleasant Valley Home mortgage
Pleasant Valley Home mortgageMoorestown Moorestown, New Jersey United States of America
Pleasant Valley Home Mortgage Verified REVIEW: Pleasant Valley Home Mortgages commitment to total customer satisfaction. Pleasant Valley Home Mortgages past and current approach to business is focused on providing the best mortgage experience for every single customer.
*UPDATE: Pleasant Valley Home Mortgage pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Pleasant Valley Home Mortgage is recognized by Ripoff Report Verified
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EDitors UPDATE: Positive rating and recognition has been given to Pleasant Valley Home Mortgage for its commitment to excellence in customer service.
Ripoff Reports discussions with Pleasant Valley Home Mortgage have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Pleasant Valley Home Mortgage listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Pleasant Valley Home Mortgages owner, Mr. Donald Pollock, has informed us that his personal philosophy is that his clients are a precious resource. [continued below]....
Pleasant Valley Home Mortgage is Americas Number 1 Discount Mortgage Company. In order to maintain that position, we must be constantly growing in all aspects of business, with a complete focus on customer satisfaction, in all that we do.
Pleasant Valley Home Mortgage provides each of its customers with their own personal dedicated, licensed loan expert. This allows the loan officer to truly have an understanding of what the customer is looking for in their loan search. Many companies do not have this approach, and rather than sell you what you need, they sell what is in the companys best interests. We care about our customers, and that is why we provide a dedicated loan officer that will help guide you through the entire loan process.
The information provided in this report is based on comments made by Cliff Powell and his staff during an on-site inspection held by a third party verification company with no biases toward Pleasant Valley Home Mortgage.
Pleasant Valley Home Mortgage (PVHM) is a mortgage company offering all current market mortgage products to residential customers. They state that they offer the lowest rates possible, with high volume creating profits. In comparison large commercial banks may write thousands of loans a month, but PVHM does that in a year. This results in the loan officers partnering with the client and borrower to create one-on-one relationships to get the lowest rate possible with the best customer service.
The company offers fixed rate, FHA/VA (Federal Housing Authority/Veterans Administration), adjustable rate, jumbo and conventional mortgage loans for residential properties. Leads for these loans are acquired from website advertisements, social media, home shows, direct advertising, referrals and some repeat customers. PVHM process for loans starts when calls are received from prospective clients. At that time a phone interview is conducted with a description of the products offered and an assessment of the clients qualifications. The client then completes an application and PVHM offers a loan product and term that the borrower can accept or decline. If accepted, paperwork and document retrieved as needed with full disclosures to the borrower. An appraisal is ordered and reviewed. If the property is still obtainable, the loan is presented for underwriting and then closed.
Upon completion of the loan process, an email survey is sent to client where they are given the opportunity to tell of experiences and rate the services and products received. However, usually less than 10% of these surveys are received back. Additionally the company sends out surveys through zillow.com where results are posted publicly.
Some of the complaints that Pleasant Valley Home Mortgage receives are loan officers not calling customers back in a timely manner or rate lock issues where proper documentation cannot be retrieved from the borrower or their bank in a timely manner. Therefore, the locked in rate expires which is typical for this industry. These complaints are first escalated to senior management and the entire process and findings are reviewed with borrower until they have a clear understanding of what occurred. If the borrowers still not satisfied, the call will go to the COO, Joe Fox, personally for an additional review of all the information, with an effort to have an educated customer that is able to fully understand all market value drivers and results.
Since the company has received complaints through Ripoff Report, they have worked on providing additional disclosure documents and added in steps along the loan process. PVHMs goal is to have fully educated clients and borrowers so that there will be no surprises as they go through the loan process. Loan Officers are now undergoing full state certified training and receive ongoing state, federal and company training to ensure full compliance with all standards. Within the company they emphasize customer service tactics and ethics are incorporated in every training material at all levels.
PVHM states that they have few complaints on Ripoff Report (less than 5 complaints in 1,000) that are to be taken seriously. Although, they find the disclosures have been reworked and additional disclosures have been added. The client receives these steps along the process. At each disclosure, there is a decision point that the client needs to understand and agree to the disclosure before the process can move forward. The entire process has been refined and is constantly reviewed with having a better educated client. They should be fully aware of each step as the process unfolds. This is another reason why each loan officer is dedicated to that specific client; they walk the client through the process, called Dedicated Loan Expert. If problems arise from clients not able to understand certain aspects of the process, those aspects are reported and a review by all staff and officers is completed to see how those areas can be improved.
Pleasant Valley Home Mortgage states that they feel it would be bad business to do whatever it takes to satisfy just complaints from Ripoff Report. Their goal is 100% satisfaction with their clients, but they understand that they will never please everyone. They feel that if the client understands the process, is a part of the process and is kept in the process, they will be much more satisfied, even if their loan does not come through. The also stated that if there is a better way to do things, the staff is fully aware that ideas are welcome and continually acted upon to make things better internally and for the customers. PVHM joined the Corporate Advocacy Business Remediation and Customer Satisfaction Program because they are now able to address any complaint or issues that arise.
Pleasant Valley Home Mortgage takes customer satisfaction seriously as well. Customer feedback and surveys reveal comments such as this: "I want to thank you for your prompt attention to any and all concerns regarding our mortgage application process. Our attorney who handled the paperwork was very complimentary of the short turn-around time; he even commented that he had never seen the process go so smoothly from start to finish. We are glad we chose Pleasant Valley for our refinance and will certainly recommend you.
"Rip-off Report was pleased to learn that Pleasant Valley Home Mortgages commitment to customer satisfaction and its pledge to total client and employee satisfaction.
Pleasant Valley Home Mortgage recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Reports Investigation Pleasant Valley Home Mortgage has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our investigation, which included discussions with high level managers, Ripoff Report is convinced that Pleasant Valley Home Mortgage is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Pleasant Valley Home mortgage Never will close your loan Moorestown, New Jersey
Reading these makes me wish I never applied. My refinance transaction never closed. It was a long drawn out process. My loan Officer treated me well I have to say and you could hear in his voice his was exhausted as well. He told me he has to deal with multiple departments treating him like crap to get additional supporting information. I'm sure the industry is tough but do not take over 40 days and then tell me my bank statement did not support my loan. I went with another company and did close. Needless to say, sounds like a crappy company to work at.
This report was posted on Ripoff Report on 10/19/2012 05:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Pleasant-Valley-Home-mortgage/Moorestown-New-Jersey-/Pleasant-Valley-Home-Mortgage-Verified-REVIEW-Pleasant-Valley-Home-Mortgages-commitment-t-957401. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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