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 fromJan W
Date: 03/18/2025
1 starJan W
Date: 03/18/2025
I have contacted Newrez at least 5 times in the past year about the fact that I get the statement on 8-9th of the month when mortgage due the first of the month. Two contacts I was promised that I would receive the statement by the 25 of the month prior to due date. Three times I was told that nothing can be done. What I do, is crossed out date and put correct month in. What bothers me is that this should be a quick fix if they have good IT people. Either that or there is something ********* mortgage received late and late charge given.I want to make a formal complaint/
Newrez LLC
Date: 03/24/2025
Thank you for bringing this to our attention, Jan. ** 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 fromLISA M
Date: 03/18/2025
1 starLISA M
Date: 03/18/2025
I would not recommend this company to finance a dog house. Horrible, they lie, their customer service are not properly trained. I was told I would be refunded back ******* by 3 different agents only to find out that was not true. That money would be placed on the following years taxes. When I told the supposed supervisor she just said sorry. This is there way of trying to work people out of thier homes bu raising loan amounts each year. At the end of two months I had paid them well over ******* and they just thanks we can't help you. This company needs to be investigated as it tries to hide behind rules. As I reviewed the comments more and more were the same issues. Being told one process but end results another and it always is in thier favor. BBB help us the customers against such a back stabbing, non trained, crooked people. To continue to see these type of complaints and nothing can be done.Newrez LLC
Date: 03/24/2025
****, we understand your concerns and take them very seriously. We are actively working to resolve your issue. Please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************ if you have further questions. Thank you for your feedback.Review fromTrent W
Date: 03/17/2025
1 starTrent W
Date: 03/17/2025
I bought a home for $399k in 2021. Currently owe $307k meaning the *** from original loan is 77%. Federal law requires *** to be cancelled at 78%. The **************** took no initiative to cancel the *** at 78%. Thats strike 1. It should end ******** I now have to go through the **** cancellation" process with them and pay a $150 fee to get an appraisal. This was in January. So here it is March and I get a letter in the mail stating "your principal balance has not reached the minimum loan to value threshold for cancellation". Keep in mind, over this time, I'm getting letters from Newrez stating I am eligible for a HELOC and the home value is up to $490k. So I call Newrez and ask for specifics, response is "the investor is requiring a 75% loan to value and the appraisal only put it at *****%, therefore you're not eligible for PMI to be removed". Strike 2 - since when does an investor get to select what *** they require over what is REQUIRED BY FEDERAL LAW?!Strike 3 - so I ask the customer service **** who is this mysterious investor, turns out no one in the office knows. I'm told Newrez will call me back in 48hrs to let me know. I'm also told I will have to talk to them myself to understand why they are requiring 75% LTV. Its nice to know I HAVE TO LEAD THE CHARGE AND NOT SOMEONE FROM NEWREZ.Strike 4 - there is no appraisal report provided for the appraisal that I PAID FOR. Doing some quick math (because the newrez has still not stated my home value that I paid for or any comps that it was based on), that puts my home value at $402k. Apparently, I live in the only home in the ** that hasn't appreciated in value since 2021. This is my 3rd home I've owned, I would rank Newrez far below the others. FOLLOW THE ****Newrez LLC
Date: 03/24/2025
*****, we understand your concerns and appreciate your feedback. We are actively working to resolve your issue. If you have any further questions, please reach out to a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. They will be able to provide more detailed assistance. Thank you for bringing this to our attention.Review fromJeree S
Date: 03/17/2025
1 starJeree S
Date: 03/17/2025
This company is the absolute worst. They say they are "standing by to help" but you can never get anyone on the phone. They have 40 automated options but none of them take you to an actual person. The system is takes forever to get you someone and then the wait time to talk to a person is 5 minutes or more WHY?!?! How is the WHOLE department busy?? They put insurance on my home for no reason and I'm calling to find out why; nobody wants to take the call. If I wasn't dealing with health issues now this. The customer portal and online help are no better either. I just want to switch mortgage companies.Newrez LLC
Date: 03/24/2025
*****, we understand your frustration and we're committed to improving your experience. We value your feedback and will use it to make necessary improvements. We are actively working to resolve your concerns about the insurance on your home. In the meantime, feel free to reach out to a customer service representative using the live chat on your online portal at ******************************. Thank you.Review fromCristina G
Date: 03/13/2025
1 starCristina G
Date: 03/13/2025
Misleading Marketing & Wasted Time – A Warning for Homeowners
I recently received a letter from Newrez stating, “Get up to $100,000 and keep your same rate on your existing loan.” Naturally, this sounded like a great opportunity to refinance.
However, after 18 minutes on the phone, I found out this was not a refinance but rather a second mortgage with an 8.75% interest rate—even with excellent credit. The reality of this offer was far from what the letter implied.
This kind of marketing is misleading and a waste of homeowners’ time. Transparency in financial offers is crucial, and this experience was nothing but frustration.
I’ve since requested that Newrez remove my information from all marketing and unsolicited offers, and I encourage others to read the fine print before engaging with similar promotions.Newrez LLC
Date: 03/24/2025
********, we appreciate your feedback and understand your concerns. We strive to be transparent in all our communications and we'll take your comments into consideration for future improvements. 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 fromChris S
Date: 03/13/2025
1 starChris S
Date: 03/13/2025
You have had my check going on 5 months, and it's a excuse after excuse why you can't return it. Newrez plays games by asking for Waiver of Liens, Percentage of repairs, final inspections etc. anything to keep from returning the money. I have 17 entries in my portal and I guess it's not enough. They act like it's their money. I will not make another mortgage payment until they release my check. If they are going to play hardball with all of their company rules and regs, then I'm going to make my own also.Newrez LLC
Date: 03/24/2025
*****, we understand your frustration and we're committed to assisting you. We are actively working to resolve your issue. If you have any further questions, 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 your patience.Review fromTiffany E
Date: 03/06/2025
1 starTiffany E
Date: 03/06/2025
**********************. I would not recommend them to my worst enemy. I am disgusted with how they have handled our claims after multiple hurricanes. I have done everything they have asked. Every time I call (daily) I get a new story from someone different. I just want to fix my house! They will not release the funds to do so. I wish I could refinance and never have to deal with them again.Newrez LLC
Date: 03/12/2025
*******, we understand your frustration and we're committed to improving your experience. So that we can best assist you, please reach out to a customer service representative using the live chat on our online portal at ****************************** or by calling ************. Thank you.Review fromTheresa E.
Date: 03/04/2025
1 starTheresa E.
Date: 03/04/2025
I wish I could put a zero. My loan was transferred to this company in July of 2023! This is the WORST mortgage company I have ever delt with. I have put an additional $2000. Since October and my monthly payment STILL increase even though I have OVER $3700. In it STILL! They refused to give me a straight answer as to why. THEY will NOT adjust my payment. This is the 2nd increase since they took over. I will be sending this to the BBB and the Consumer Financial Protection Bureau (CFPB). They have ignored all my requests for assistance (via phone and chat to customer service), I have gotten NO follow-up even when told I would. I am saving ALL of my chat content and have been making notes with dates and time of my phone calls, which BTW, are handled outside of the USA. What else can I do?Newrez LLC
Date: 03/06/2025
Tere, we understand your frustration and we're committed to improving your experience. We take your concerns seriously and are 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 ****************************** or by calling ************. We appreciate your patience and feedback.Theresa E.
Date: 03/07/2025
I have "reached out" and spoken with 3 different ***** Today, ******* was much more understanding and respectful than the prior agents. I have requested my account be reviewed and placed ANOTHER $100. into the escrow reserve bringing it OVER $5,500.00. The monthly amount you pay for my taxes and insurance will go up to $663.30 when you remit next. I SHOULD NEVER have had an increase in my monthly payment. Previous companies would at least give me notice to add additional funds to void a raise in monthly payments. I called in October and November and did exactly what I was told to do to avoid a raise in January but YOU RAISED it anyway.Review fromJR W
Date: 03/03/2025
1 starJR W
Date: 03/03/2025
THIS IS NEWREZ SITE YALL AWARE OF THAT FIRST THEY ARE HORRIBLE SHELLPOINT/NewReZ is ************** You Will **** To Do What I Had To Do Take All Your Paperwork to Your Attorney General THANK GOODNESS I DID NOW FOR THE ATTORNEY PART??Newrez LLC
Date: 03/06/2025
**** 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, can reach out to a customer service representative through the chat on your online portal or by calling ************.Review fromMadison L
Date: 03/02/2025
1 starMadison L
Date: 03/02/2025
We cannot get ahold of anyone over the past 6 weeks to figure out why our mortgage has gone up so much. They are claiming we paid over over the expected amount for escrow yet were in the negative overall? Makes 0 sense. I have been hung up on and am furious no one can give us the decency to call.Newrez LLC
Date: 03/06/2025
******** we are disappointed to hear about your experience with our team. We would like to assist in answering any questions you may have about your account. Please connect with a customer service representative via the live chat on your online portal at ************************************ or by calling ************. Thank you for your feedback.
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