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 fromKristine D.
Date: 08/07/2022
1 starKristine D.
Date: 08/07/2022
I don’t think anyone should use this company. First they charged me for insurance because they said I did not have any, but I had insurance on my home and had insurance for the past 8 years. It took forever to get them to refund the money they took. Then when they moved my loan from Phh to ShellPoint, they restructured my loan and screwed up the paper work. They took full responsibility for their mistake, but reported a late payment on my credit report. My son passed away and I decided to move back home to be closer to family, and his final resting place. I sold my home and went to buy a new one only to find out that I had a late payment on my report. I never had a late payment. When I called they once again agreed it was their fault and they were going to fix it and send me a letter to show my new lender, but once again this never happened. I finally reported them and I receive a letter with about 3 sentences and nothing about my complaint. One sentence said “We offer condolences for the demise of your son.” That was just cruel. They don’t care that they have upended my life during a difficult time, they just made it worse. I’m having to live in a rental that is 3 times what my mortgage would be, because I have to either get them to fix their mistake or wait until the incorrect late payment falls off. I called once again to get them to fix their mistake, and was told my records were purged. How can this company get away with screwing with peoples lives like this. I’m out a lot of money because of them.
Newrez LLC
Date: 08/09/2022
We sincerely apologize for your experience, Kristine. We take these matters very seriously and would like to investigate this further. Please email us the details of your concerns at [email protected] so we can look into this matter in more depth and work to resolve it.Kristine D.
Date: 08/09/2022
I will submit the details (again) to the email address, [email protected]. I only received your message a few hours ago, so I will not be able to provide all the detials by 8-9-22 (today).Review fromTara S.
Date: 07/29/2022
1 starTara S.
Date: 07/29/2022
NewRez is a terrible terrible company.They have cost me money for their own mistakes and no one will help me with it!Tara S.
Date: 07/29/2022
Over a year ago when I received a bill for my flood insurance I was assured my because my flood insurance was in escrow that NewRez was taking care of it.Months after that I called my flood insurance agent to bundle my homeowners insurance.Was told that NewRez never paid my flood insurance so I had been without it.Even though I was paying it.So my agent had to redo my policy which made my premium go up and NewRez had a week to pay it.A week later my agent called and said Newrez dropped the ball on you again.They didn't pay it on time so I had to redo the policy and it went up again.She told me to complain about it but I let it slide.This last May my mortgage doubled because they placed lender placed flood insurance on me.Stating that I hadn't had enough coverage even they agreed to said coverage less than a year ago.After getting this lender placed insurance off and having MY agent put it in my policy,I was told that because of the two previous mistakes made by them that I would receive a credit to my account and my mortgage reevaluated to lower the escrow back down.Neither of this has happened yet.Noone will talk to me.Im two payments behind now because of this.Im at a lose and don't know where to go from here.I feel like something should be done about this!Newrez LLC
Date: 08/01/2022
Thanks so much for bringing this issue to our attention. We take these matters very seriously. Please email us at *********************** with more information so that we may investigate this matter further.Review fromMurphy S
Date: 07/26/2022
2 starsMurphy S
Date: 07/26/2022
We refinanced with a broker last fall. The broker chose to sell the mortgage to NewRez for servicing. The broker also insisted that we escrow our home insurance as well as property tax. We objected at the time as in more than 40 years, we had never been asked to escrow home insurance, but went ahead with the ReFi.
We cannot tell whether it was the broker or New Rez, but in handing off the mortgage, the home insurer was not told to send the annual bill to NewRez. We discovered this error a month before the payment was due and had the billing correctly transferred. We also discovered that NewRez did not require escrowing home insurance. We followed NewRez's customer service instruction to request removal of our home insurance from escrow AFTER paying the current bill. New Rez removed the escrow prematurely. We replied immediately that we had asked that they wait until after the bill was paid, because we cannot currently pay the insurer ourselves as the bill already had been sent to NewRez. NewRez failed to follow up, and we discovered the day before the due date that they wouldn't pay the bill, even though there is more than enough in the escrow account to do so.
NewRez refuses to accept responsibility for failure to either pay the bill or to notify us directly that we needed to pay it. They had nearly a month to do that, but all we got was a form letter saying that they were "looking into our request."
We will jump through a convoluted and time wasting process to get the bill paid and then take over covering home insurance ourselves.
Our general impression of NewRez is that their various departments: escrow, insurance, accounting, and customer service fail to communicate among themselves and certainly do not respond to customer inquiries in a reasonable amount of time. Bottom line, don't count on NewRez providing any service requiring human intervention into what is otherwise an entirely computer based process of collecting payments and paying tax billsNewrez LLC
Date: 08/01/2022
We sincerely apologize for your experience, Murphy. We take these matters very seriously and would like to investigate this further. Please email us the details of your concerns at *********************** so we can look into this matter in more depth and work to resolve it.Review fromShari B
Date: 07/26/2022
1 starShari B
Date: 07/26/2022
New Rez doesn't deserve any stars for a review. I am in a serious situation because they cannot provide the payoff amount on my property to bring to the closing appointment. The closing attorney for buying my property requested a payoff from New Rez on 7/7/2022; they did not receive the payoff and now my closing on 07/26/2022 may not happen and they are telling me that I am expected to bring the payoff amount over $236,000 to pay off my mortgage to actually sell my property? That would not work either. I spoke with the supervisor at New Rez who would not supply the payoff and said there was no one else higher up that I could speak to. They said it would take four (4) days to receive the payoff. New Rez needs to call me asap to get this settled. Otherwise, you will hear from my attorneys to settle this.Newrez LLC
Date: 08/01/2022
Thank you for sharing, Sharon. We assure you that we will do our due diligence to ensure this concern is properly investigated and addressed. Please email [email protected] with more details and we will escalate to the appropriate team.Review fromCourtney S
Date: 07/23/2022
1 starThis was the most awful loan process ever. As a former processor myself their customer service and communication skills were a 0 out of a 1-5 rating. We closed late. We almost didn't close at all. Even with situations changing during the loan process and giving them all the needed info there were delays every step of the way. My loan originator, Kyle, lied to us on more than occasion. Bad mouthed us to my own agent. And it wasn't until management got involved that we got answers to our relatively simple questions. I do not recommend that anyone uses this company.
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