Reviews
This profile includes reviews for Newrez LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 855 Customer Reviews
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Review fromNecia G
Date: 06/17/2025
1 starNecia G
Date: 06/17/2025
Guess I'm not the only one having issues. They misdirected my payment and did not pay an irrigation assessment and the county charged interest and late fees. I had no clue it had not been payed. Had to jump through hoops to get these issues corrected.
Newrez LLC
Date: 06/24/2025
*****, we regret to hear about your experience. We are actively working to resolve your concerns. If you have any further questions, please reach out to a customer service representative via the live chat on your online portal at ************************** or by calling ************. Thank you for your feedback.Review fromM Kristen S
Date: 06/11/2025
1 starM Kristen S
Date: 06/11/2025
We used ****** ****** to refinance our home because we wanted to consolidate some debt with our equity. He was attentive at first, but when I had questions, he rarely responded. After we paid the appraisal fee, there was silence on his end. After trying to get a hold of him for a week and a half, he finally wrote me back and told me that they needed more information from me, which I eventually would have been able to provide if I had received more communication. I asked him a few questions regarding that, but he did not get back to me at allzero contact. As a result, we wasted over $800 for absolutely no reason, had a few negative hits on our credit, and now we have to wait a few months before we can try the process again with a new lender. This was a complete waste of time, and his due diligence was not done.Newrez LLC
Date: 06/17/2025
Thank you for your feedback. We regret to hear about your experience with us. Weve shared your concerns with our team, who are actively working on your issue. We appreciate the opportunity to address this.Review fromHeather M
Date: 06/07/2025
1 starHeather M
Date: 06/07/2025
NewRez is a terrible mortgage company. They fumbled the transfer of my mortgage, demanded I provide my bank acct info so they could access it for payments and had no idea where I could send a check which I prefer so I have a paper trail. Recently, they told me I hadn't paid when I could prove they canceled the check (why I want paper checks!) but they misapplied it. And at that point they switched me to paperless, which I don't want. I've made 3 calls to get back to paper statements, still waiting for a positive result - even though online it shows I'm paper. I'm now getting "secure message" link emails from the umbrella Shellpoint, but no one can tell me how to view them online. Total chaos, unprofessional, error prone. Avoid at all costs.Newrez LLC
Date: 06/11/2025
*******, we appreciate your feedback and understand your concerns. We are actively working to resolve your issue. In the meantime, we encourage you to reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you for bringing this to our attention.Review fromZachary B
Date: 06/03/2025
1 starZachary B
Date: 06/03/2025
Extremely untrustworthy company with terrible customer service. I requested to have our PMI removed: a simple process involving a home re-assessment and subsequent payment adjustment. Our home qualified for PMI removal, but our monthly payment was never lowered. It's been 3 months now and I just asked the question via their online chat option, and was told I have to wait 18 days for a response. I will have to pay another unfairly high payment within those 18 days to avoid a late charge. Why does the burden fall on me (as the customer) to prove correct payment amounts, and not the loan provider? This is the fourth time over 3 years I have tried to reach out to Newrez with simple questions, and they either don't answer or wait 30 days to provide an unhelpful response. I really wish I could pay my mortgage to someone more trustworthy and responsive.Newrez LLC
Date: 06/04/2025
Thank you for your feedback, *******. We regret to hear about your experience with our team and would like to help resolve your concerns. Our team is actively working to assist with your PMI removal. If you have any further questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Zachary B
Date: 06/11/2025
Your response does nothing to fix the situation and does not change the way you have treated me as a customer over the past 3 years. Shame on your for conducting business like this.Review fromFrank C
Date: 06/03/2025
1 starFrank C
Date: 06/03/2025
Newrez has consistently screwed up my escrow payments. They send me notices that my flood insurance is about to expire when THEY are the ones paying my flood insurance. Calling customer service is a nightmare!! 17 minutes and 28 push number prompts just to get to a live person. God.... what a horrible company!!!Newrez LLC
Date: 06/04/2025
*****, we are disappointed to hear about your experience. Our team is actively working to resolve your concerns. If you have any questions in the meantime, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you for your feedback.Review fromMark C
Date: 05/31/2025
1 starMark C
Date: 05/31/2025
They have terrible customer service and have credibility problems with me.Newrez LLC
Date: 06/03/2025
****, we regret to hear about your experience with our team. We are actively working to resolve your concerns. If you have any further questions, feel free to connect with a customer service representative by calling ************ or start a chat on your online portal at ******************************. Thank you.Review fromOlivia P
Date: 05/30/2025
1 starOlivia P
Date: 05/30/2025
THE ****. Do not use. You'll waste hours of your life talking to CS with no results.Newrez LLC
Date: 06/03/2025
******, we aim to provide a positive experience at all times. If theres anything we can do to improve your experience, please call us at ************ or start a chat on your online portal at ******************************. Thank you.Review fromDebrah H
Date: 05/29/2025
1 starDebrah H
Date: 05/29/2025
I was so relieved to read these reviews. I seriously thought I was going crazy. I've been working on resolving issues since November (shortly after this company assumed my loan), and it has been the most horrific experience with literally hours and hours on the phone, multiple emails and tons of mail correspondence.
I have to assume they have a major computer issue since numbers and entries are so far from correct. Even tax documents were incorrect!
I still don't know what to do about this - I've tried everything!Newrez LLC
Date: 06/03/2025
******, we understand your frustration and we're committed to improving your experience. We are actively working to assist with your concerns. If you have any further questions, we encourage you to reach out to a customer service representative using the live chat on our online portal at ****************************** or by calling ************. Thank you.Review fromHeather R
Date: 05/28/2025
1 starHeather R
Date: 05/28/2025
I am going to give this company 0 stars. My husband is a combat veteran that is 100% totally and permanently disabled. He has PTSD, a brain injury, and a back injury. We filled out paperwork through the county after our last move for tax exempt status. It went into effect in January of this year. It is the end of May. We have yet to receive our tax exempt refund. We have called 5 times to get an explanation, only to be told that it was being escalated and the refund is on its way. Still nothing. Now they raised our monthly mortgage amount with no explanation. Please stay away from this company at all costs! **************** is horrible and thats being polite. You will get generic answers consistently. No definitive reasons or numbers, just generalized answers that make no sense. We will be changing lenders as soon as possible. Totally not worth the aggravation and stress. One more thing, I am not xenophobic or racist at all. I love everyone, but if your customer service representatives cannot properly convey or understand the English language, communication can be very difficult. When you are dealing with large amounts of money, especially with the state of the economy now in the **, you need to be aware and vigilant of every single dollar that you are paying out unnecessarily. On the phone now for an hour and half and still no resolution. Stay away from this company at all cost! Im begging you.Newrez LLC
Date: 05/29/2025
*******, we understand your frustration and we're committed to improving your experience. We actively working to resolve your concerns. If you have any further questions, you may reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. We're here to help!Review fromDakota D
Date: 05/24/2025
1 starDakota D
Date: 05/24/2025
We are in a chapter 13 bankruptcy. During this process we have dealt with their bankruptcy department to make our payments. We get a letter in the mail from their attorney stating that they are going to FORECLOSE on our house for missed payments. One of those missed payments is in a less suspense balance account. Then they claim we have not made March, April, or **** payment. Our payment was due May 1. This letter was drawn up on May 15 for foreclosure. I have sent screenshots from our checking account showing payments for March and April. Our lawyers are having to fight with them and go to court in June. They said we needed to pay 2 mortgage payments to avoid foreclosure. So we went ahead and paid them even though we shouldnt have. My wife is on the deed, but was not supposed to be on the mortgage. When we closed on our home they listed her as a co signer even though she never went through the loan process (never had her credit checked even, she doesnt have a job and has been a SAHM since way before the mortgage was closed) so now their lawyers have sent us more paper work saying they are suing my wife for the payments. She doesnt work and wasnt supposed to be on the loan to begin with. They are trying to foreclose even tho we have not missed ONE payment. Absolutely ridiculous. ****** and make sure you have a lawyer at your disposal if you have a mortgage through them. Our lawyers are going to court in June to fight them since we have proof of all payments that we have made. What a nightmare.Newrez LLC
Date: 05/29/2025
Thank you for bringing this to our attention, Dakota. We are disappointed to hear about your experience and would like to help. We are actively working to resolve your concerns. If you have any further questions in the meantime, please call ************.
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