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 857 Customer Reviews
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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 ************.Review fromFaysal M
Date: 05/21/2025
1 starFaysal M
Date: 05/21/2025
Terrible customer service: they missed my tax due date and, instead of resolving the issue, they are putting the blame on the county and me for not notifying them. However, the lender/escrow has the responsibility to pay taxes. It is a very time-sensitive situation, and instead of working on a resolution, they are making it harder for me by saying it would take them 30 days to make decisions. Meanwhile, they let the county pile up penalties and fees. I felt like they don't value their customers; in fact, I felt like I was talking to an AI bot. Very disappointing.Newrez LLC
Date: 05/22/2025
Thank you for bringing this to our attention, Faysal. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you may reach out to a customer service representative through the chat on your online portal or by calling ************.Review fromJesse G
Date: 05/20/2025
1 starJesse G
Date: 05/20/2025
We were experiencing financial hardship due to unexpected home maintenance and medical issues causing our payment to be late by 2 days for 2 months. We understood this and paid the late fees because we were truly late. In May our payment was submitted when funds were available in the account and another payment caused our NewRez payment to be rejected as ***. We contacted customer service to plead for a late fee waive on only the month of May because of the ongoing financial hardship and we were trying to get caught back up. The customer service agent explained they would have to deny the request to waive the late fee in spite of financial hardship due to previous late fees being present on the account, despite our history of 2+ years of on-time payments. When I requested to speak with a supervisor to file a complaint about the fee policy, the customer service representative tried to discourage me from submitting a complaint and tried to get me to hang up without speaking to a supervisor.Newrez LLC
Date: 05/22/2025
*****, thank you for bringing this to our attention. Our team is actively working to resolve your issue. If you have any further questions, feel free to reach out to a customer service representative via the chat on your online portal or by calling ************. We appreciate your feedback.Review fromDarcy R
Date: 05/20/2025
1 starDarcy R
Date: 05/20/2025
Dishonest, unorganized and by far the worst mortgage company we have ever had. Unfortunately our loan was sold to this horrible company. Our house payment has not been applied correctly for the last two months. The supervisors say it because of their computer system. Newrez needs to update their computer system as other mortgage companies have done.Newrez LLC
Date: 05/22/2025
Thank you for bringing this to our attention, *****. We understand your concerns, and our team is actively working to resolve the issue. If you have any further questions, feel free to contact a customer service representative via the chat on your online portal or by calling ************.Review fromAmy H
Date: 05/20/2025
1 starAmy H
Date: 05/20/2025
I have called multiple times to request my escrowed taxes to be stopped. Im not required to have my taxes escrowed and for years I paid them separately. I have been on the phone for hours trying to resolve my request, including conversations with supervisors. This issue still has not been resolved and the customer service is awful leaving me feeling so frustrated.Newrez LLC
Date: 05/22/2025
Amy, thank you for bringing this to our attention. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you may reach out to a customer service representative through the chat on your online portal or by calling ************.Review fromCandra C
Date: 05/17/2025
1 starCandra C
Date: 05/17/2025
Absolutely horrible company. **************** is awful they argue with you and never give you a referral number for the interactions on the phone. I have had multiple interactions and issues and they are never resolved and always messing up and not willing to send me a confirmation email or any type of documentation on my issues being resolvedNewrez LLC
Date: 05/19/2025
******, we're disappointed to hear about your experience with our team. We strive to provide excellent customer service. Our team is actively working to resolve your concerns. If you have any further questions, please reach out to a customer service representative using the live chat on your online portal at ******************************. Thank you for your feedback.Review fromNancy O
Date: 05/15/2025
1 starNancy O
Date: 05/15/2025
First off I did not ask newrez to buy out my mortgage from my previous lender who was amazing to deal with . The problems began when I I had to enter my Insurance information into the insurance portal , which by the way was wrong. That would explain why they said they never got it . Then I received notice of a force insurance policy they intended to place on my mortgage which would gift them ****** more each month . Despite the numerous times I submitted my current policy information , they said they did not get it . Long story short after attempting numerous times to speak with someone in person , I only got resistance not help. No supervisor , no answers. To the tune of ****** extra until they finally realized I had current Insurance . Fast forward to present time , same thing occurred this year , this time they stated My policy from my insurance had been cancelled . Despite numerous times sending the information via the Insurance portal as well as insurance company sending proof of current insurance ,several times I was again targeted with a forced insurance placement on my Account with a cost of ****** extra . I already have current insurance from my company who had a phone conversation as well as sent the whole policy to the portal that there was no cancellation. I got no confirmation, in fact got a threatening letter from them placing me on their insurance policy , as well as an impound account. It sounds like to me a money making business through fraud as it is illegal to place insurance on a client who already has valid Insurance . Poor customer service, wrong information poor monitoring of an important portal , poor ways of actually getting someone to talk too and the fact they identify themselves as debt collector is a big red flag to me . I wish they would sell my loanNewrez LLC
Date: 05/19/2025
*****, thank you for bringing this to our attention. We understand your concerns, and our team is actively working to resolve the issue. If you have any further questions, feel free to contact a customer service representative via the chat on your online portal or by calling ************.Review fromFOLUSO F
Date: 05/15/2025
1 starFOLUSO F
Date: 05/15/2025
Newrez has been a complete nightmare to deal with. I informed them I was seeking new insurance to lower my mortgage payment. They promised someone would contact me no one ever did. I found and submitted a new policy myself, only to find out they paid two insurance companies on the same home without my consent! How does a mortgage company make such a careless and expensive error without even calling the homeowner?But when it comes to collecting money from you, theyre quick to call yet completely silent when its about resolving their own mess. Now Im stuck with an inflated mortgage because of their failure to communicate, verify, and act responsibly. This feels not just negligent but borderline abusive. I will be escalating this and encouraging others to think twice before trusting Newrez with their home or finances.Newrez LLC
Date: 05/19/2025
We're disappointed to hear about your experience, ******. Our team is actively working to resolve your concerns. In the meantime, if you have any questions, please contact a customer service representative by using the live chat on your online portal or by calling ************. Thank you.Review fromCrystal R
Date: 05/15/2025
1 starCrystal R
Date: 05/15/2025
Trying to assume my dead mothers loan and they are taking forever and no one can seem to help me find out what the deal is. Its going on 4 months since signing the closing paperwork. Its ridiculous.Newrez LLC
Date: 05/19/2025
*******, we regret to hear about the delay in assisting you with the assumption process. Rest assured that we are actively working to resolve your concerns. If you have any further questions, please reach out to a customer service representative by calling ************ or by using the live chat on your online portal. Thank you for your feedback.
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