My experience with Kalamazoo Mortgage was not a good one. When we got close to the closing I had to sign off on a disclosure. Things did not seem right, the disclosure actually expired before the closing. Was it simply a clerical error or was I in a position of vulnerability where the terms of the note could be different at closing. Phone calls and emails to different people went un answered. I was unsure of what was going on. At the beginning of the process I had to sign a statement promising to respond to any inquiries quickly. I did not understand why no one would respond to me, even to say “hey we got your message and someone will get back to you soon”. From my perspective I had not secured a note and there was not enough time to secure a mortgage from another source before the closing date. I get a call only after threatening to complain to the Mi Dept of Insurance and Financial Services, BBB… It sounds like Brian is driving and he doesn’t have my file. I offer to talk later that day or even the next day to give him a chance to review my file. Nope he can talk now what are my questions? It is soon apparent that we need to talk after he has had a chance to review my file. No kidding. Brian would have been much better off calling and saying “sorry about the delay getting back to you, can I call you tomorrow after I catch up on your particulars?” Kalamazoo Mortgage takeaways should be:•If you create a sense of urgency in the process by making me sign a promise to respond quickly I expect the same from you.•Answer communications even if just to acknowledge receipt of the message. •When a customer has specific questions do not have an unprepared sales person call them to try and “handle it”. That’s insulting.
Stay far away...I would not recommend. There communication skills are poor and they are extremly disorganized. I had 3-4 people calling me asking me for paperwork that was already received by another member for months. It got so out of control I spoke with a manager and had to request I have one point of contact..he actually told me they were working on professional etiquette with their employees! ! They werent professional via email or phone. Unfortunately we were financing a build so we had to deal with them for 7-8 months. By the time I was fed up we were too far in to start over with another company. Days before closing I couldn't get ahold of anyone to schedule a time...multiple emails and phone calls later I found out they had to do another appraisal and it came in low...they left me in the dark about it for a week!! They made our building experience horrible!!! There was so much more...but this is getting long and I think Im getting my point across