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 858 Customer Reviews
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Review fromJohn A
Date: 04/25/2025
5 starsJohn A
Date: 04/25/2025
******* from NewRez shell point was amazing today he gave some great advice and was very helpful and friendly thank you *******
Newrez LLC
Date: 05/02/2025
Thank you so much for the positive review and feedback, ****! We are so happy that our team was able to serve you.Review fromSpencer W
Date: 04/24/2025
1 starSpencer W
Date: 04/24/2025
If I could leave a 0 I would. I was overcharged for escrow, so I requested an escrow analysis and it took 5 months to process. **************** is a joke. They missed that my property has 2 tax parcels and let one of them lapse to the point I had to pay over $900 to correct their $70 mistake. And they have missed my taxes AGAIN this year.Newrez LLC
Date: 05/02/2025
*******, we understand your frustration and we're committed to improving your experience. While we actively work to resolve your concerns, feel free to reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you.Review fromRachel R
Date: 04/22/2025
1 starRachel R
Date: 04/22/2025
My mortgage was transferred to Newrez effective April 1st. They immediately began notifying me that my payment was past due, even though I had paid my previous mortgage service provider and my next payment isn't due until May 1st. Like other have mentioned, there phone number starts out by identifying themselves as a bill collector, something none of my previous mortgage providers ever did. While I received a notification to sign on, I was unable to access my online account because it was set up incorrectly. Despite being a newly transferred account and advising the representative that I had paid April's mortgage to my prior provider, I've begun to receive past due text messages from Newrez. So far, my experience has been very poor. Even their name feels very unprofessional and disrespectful.Newrez LLC
Date: 05/02/2025
******, we understand your concerns and appreciate your feedback. It's important to us that our customers feel respected and have a smooth transition when their mortgage is transferred. We are actively working to resolve your concerns. In the meantime, if you have any further questions, please reach out to a customer service representative using the live chat on our online portal at ****************************** or by calling ************. Thank you.Review fromKyle E
Date: 04/19/2025
1 starKyle E
Date: 04/19/2025
Rarely do I write negative reviews but Im left confused and disoriented on how to influence my familys current situation. Summary, their customer service is very difficult to reach and each customer agent had a different message and did not follow through with what they said theyd do. Im still in the muck with them as I try to get our mortgage statement and 1099-S tax form. As a result of their delays, lack of effort and zero follow through we had to pay a CPA to do our taxes and help us file a last minute extension.The double bummer is this is for my mother in law who had to sell her home and now lives in a residential care facility with Parkinsons dementia. I believe the fact **** sold our home means there is no more debt to collect from us and the customer service is an abyss. Im still in it trying to get the forms after the last agent told me wed get them in ***** hours. After asking for the email to be expedited due to the time sensitivity in taxes being due, I was told there was nothing they could do I see that Newrez has replied to all the reviews, which is nice but actions would speak louder do better for your current and past customers.Newrez LLC
Date: 04/28/2025
****, we understand your frustration and appreciate your feedback. We want to make things right. While our team actively works to resolve your concerns, feel free to reach out to our customer service team via live chat on our online portal at ****************************** or by calling ************ for further assistance. Thank you.Review frommark s
Date: 04/16/2025
1 starmark s
Date: 04/16/2025
i paid my local taxes on time this season, because NEWREZ is always late and i end up with penalties. I paid my 2025 taxes before the end 0f 2024.. i sent the a copie of the cashed check to NEWREZ. Twice via their portal. I was told 4 months ago my mortgage payment will reflect this in a reduction. now i am being told they don't know?? In my opinion NEWREZ is untrustworthy and deceitful. avoid them if you can.Newrez LLC
Date: 04/28/2025
****, we understand your frustration and appreciate your feedback. We are actively working to resolve your concerns. 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 ************. Thank you.Review fromKaren C
Date: 04/14/2025
1 starKaren C
Date: 04/14/2025
This company is horrible. They refunded us $8000 and then two weeks later we got a supplemental tax bill for almost exactly the amount they refunded us. With over $700 penalty payments! The customer service ***** and they refused to reimburse us.Newrez LLC
Date: 04/15/2025
Were disappointed to hear about your experience, *****. We never want our customers to feel unsupported, especially when it comes to something as important as your home. Wed appreciate the opportunity to take a closer look and see how we can help. Please connect with us through the chat function on your online portal at ****************************** or give us a call at ************. Thank you for taking the time to share your feedback that will help us improve.Review fromM. B.
Date: 04/13/2025
1 starM. B.
Date: 04/13/2025
Our experience with this mortgage company has been extremely frustrating. We've paid over $16k toward escrow since March 2025, yet our account continues to show a shortageand no one can clearly explain why. Every time we call, we get different answers, and in many cases, we're met with rude or dismissive customer service **** who seem annoyed that we're even asking for clarification.We've made multiple payments labeled clearly as "escrow only," yet the company has repeatedly applied those funds elsewhereoften toward regular mortgage paymentswithout our consent.For example, we made a payment of about $7k in April 2024, and were later told it was split into regular payments instead of escrow. Then in March 2025, we made another escrow-only payment and briefly saw the balance improveonly for it to jump by thousands again after making a regular mortgage payment. It feels like our money is being moved around without transparency, and were left footing the bill with no clear explanation.Most recently, we received a new escrow analysis saying we owe another $600, even though we now show a small positive escrow balance. When we asked if paying that would finally resolve the issueor if wed just get billed againwe were told, We cant confirm that.Even more concerning, when we call their customer service line, the automated message says they are a Debt Collector. We have never experienced a financial institution openly identifying as a debt collectorits alarming and feels aggressive.After everything weve paid, we feel like were being punished instead of helpedand the lack of accountability, transparency, and professionalism has left us exhausted and deeply concerned. This is not how customers should be treated.Newrez LLC
Date: 04/15/2025
******, thank you for bringing this to our attention. We are disappointed to hear about your experience and would like to make things right. Please contact one of our customer service representatives via live chat at ************************** or by calling ************. They will be able to assist you further.M. B.
Date: 04/22/2025
Thank you for providing the contact number. Today, I had the pleasure of speaking with a representative based in ******** who truly made me feel heard. He took the time to clearly explain my situation, helped me better understand what had been happening, and offered insightful, practical advice. After nearly two years of confusion and frustration, this was the first time I felt I received a clear, respectful, and genuinely helpful resolution. I sincerely appreciate his professionalism and empathyhe was a breath of fresh air.That said, I do wish there were a way to reconnect with specific representatives directly. Having to speak with a different person each time is exhausting, especially when the situation is long-standing and complex. The lack of continuity often leads to misunderstandings, and some past experiences have felt rushed or dismissive. Explaining nearly two years of account history repeatedly is both frustrating and draining. A more consistent approach to customer service would greatly improve the overall experience.Review fromRebecca G
Date: 04/12/2025
1 starRebecca G
Date: 04/12/2025
This is the worst customer experience I have ever encountered in my life. I did everything that I could to make sure that my taxes would be paid on time. They even received the bill timely and acknowledged they received the bill timely, but they didn't pay it on time. Run from this companyNewrez LLC
Date: 04/15/2025
Thank you for your feedback, *******. Your feedback matters to us, and wed really appreciate the opportunity to make things right. Please dont hesitate to reach out via the chat function on your online portal at ******************************, or you can give us a call at ************. We look forward to resolving this issue for you.Review fromJohn T
Date: 04/09/2025
1 starJohn T
Date: 04/09/2025
I'm going to make this short and sweet. Hands down RUDEST ****************** people I have ever talked to. They will cut you off, talk down to you and try to make you feel like you know nothing. Avoid them at all costs.Newrez LLC
Date: 04/15/2025
****, we're truly disheartened to hear about your experience. We strive to provide respectful and professional service to all our customers. We'd love an opportunity to make things right. Please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you for your feedback.Review fromPuneet G
Date: 04/08/2025
1 starPuneet G
Date: 04/08/2025
******** customer service. It's almost impossible to get connected to a human being in their IVR system. ************* is not cooperative, and every executive provides information that is different from the previous one. If you can avoid this bank/company, please just do so.Newrez LLC
Date: 04/09/2025
******, thank you for bringing this to our attention. We are disheartened to hear about your experience with our team and will use your feedback to improve. 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 ************.
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