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.
6081 B Dr NBattle Creek, MI 49014
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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