Royal United Mortgage Unprofessional treatment of clients, over the top pressure Indianapolis Indiana

Our experience with this company began when we contacted Lending Tree to find out a about home cash out loan. They called within a minute or two of my pressing that send button. At first they came across to be a hard working and driven company with excellence and a desire to help humanitarian projects in the community.   However, as we continued to work with them, our desire to choose them first began to fade and I wish to outline the reasons why.

1). Frequent phone calls, at times daily at times several times daily, communications to us regarding the home loan via text message on the phone.   They work fast and want their customer to be on board with their always open policy.  

A.  My husband was preparing for a business trip, packing items that needed to go on this trip. He was being pressured to submit loan information on the night where, time being a commodity, he was packing for a critical, international business trip. though we informed the company on Friday that my husband was leaving on business, the phone calls continued on to Saturday.

B.   What I extreme to be an inability on behalf of two of their employees who worked with us to listen carefully to our request to attend to the matter of the business trip first.   The vice president of the company wanted to call me on Sunday once my husband was on the plane, talk more about the loan.   

Note:  as customers, we know about loan processing. We have done business with reputable loan companies through the years to achieve our goals in home ownership and home improvement.   However, this is our loan, our time schedule. We didn't want to make them wait more than a few days. Yet we found it very difficult for them to comprehend from us that they were pushing us too hard to complete the paperwork.    We have been through home loans before and no other company treated us in this manner, wanting to call us on a Sunday to discuss the loan, saying they work 7 days a week. So, should we stay home from going to church because you want to talk about our home loan?

2) Rudness on behalf of one of their vice presidents is the straw that broke the camel's back. In so many words he told us that they do a lot of business and allegely don't need our loan.  (why the pressure then?).  I perceived him to be arrogant on the phone.

A.   On the morning we fired him, in less than 4 minutes, and I have this documented on my phone, he called me three times back to back in 5 minutes.   When I got to the phone, I called him back.   He was very rude, and upset that we did not have the papework ready today to send to him to get the appraisal ordered on the property (please understand that the process of the home loan had started just a little a week before the day this went down).     I called to his attention his attitude.  I asked him to please consider our concerns as customers but he was too intent, in my opinion, in putting us down. That's all it took.

I fired them.  Picked up the phone, called the runner up bank and they are ordering the appraisal right now.

In the end, what cost Royal United this loan was two things:

1) break neck intensity of processing to the point of calling daily, multiple times, including Saturday and wanting to dialogue with one of us on a Sunday when the other of us was on an international flight.   Why? i will not make decisions regarding this loan without my husband's input. 

2). the rudeness of their vp Matt K.   Words cannot express. I wish he could listen to himself and they way he talks to customers. 

My advice to all reading this is to forgo lending tree and just go with your conventional bank.   They won't call you on weekends, and they treat you with respect. Through the years we've used several large banks and not one of them treated us in the way I have shared here, with high pressure calls, weekend disruptions.

In the end, a home loan IS important. But it's our home loan, not theirs. 

We will not be doing any more business with Royal United Mortgage. If the owner of the company reads this, I think he needs to clean house. I see from his website that he cares a lot about his company and that his intentions are for excellence, hard work and compassion for charities, but any work you do at gleaners is negated when one of your vice presidents spends the morning yelling at a customer who is so cornered by his treatment that she fires him.

Sorry lending tree.  Bad experience. We won't be using your site to find companies like this.   All we wanted was a home loan. We got one with a conventional bank that was respectful, considerate and kind and didn't call us on weekends and more important didn't use our cell phone numbers to send us  texts without our implied knowledge.