I have been with this company for one year. The past 3 months have been a stressful nightmare. The representatives have no interest in resolving your situation. The right hand of this company has no idea what the other hand is doing. Everytime i speak to someone i get absolutely no help or i get a lie. I will be changing mortgage companies and advise anyone else having these issues or similar to do the same.
I wish I could give them a 0. Anytime I call them, I have to wait minimum 1 hour. Currently on hold for 3 hours now. They are notoriously inconsistent on escrow analysis and haven't responded to my email from 6 weeks ago regarding my property tax in relation to my escrow. If your mortgage is ever bought my Dovenmuehle, do everything you can to get away from them otherwise, you're going to waste a significant amount of time literally just trying to get them on the phone or respond to your email.
Please reach out to me, I have tried to email and call with no response. Credit Unions please do your research before utilizing this company.
Are over charging me $150.00 a month on my escrow payment. Sent them in the documentation to change it. The admit receiving the documentation but decided to not adjust my payment amount. Essentially saying that they are going to continue to over charge me until my review period in February. Told them that I'll make the change for them, at which point they said they would charge me late fees and I would be in non-compliance. Worst mortgage company out there.
This company is the worse mortgage company ever, bad customer service hold times on the phone, I mean right now as I type this review with 2 different phones one phone I have been holding for over 18mins the second phone I've been holding over 47 mins just to speak to some one TERRIBLE
Worst mortgage company I ve ever used. Response times for issues are slow. Poor customer service. Lied about when PMI would be dropped. Stay away.
I work for State Farm and we keep receiving requests for mortgagee clause updates at our office. This is fine if the people we insure are in our office, but we are receiving mortgage changes for people who aren't even in the same state. Per dept of insurance, we are not authorized to insure homes outside our state's scope, nor do we have access to those policies. I have on multiple occasions attempted to contact Dovenmuehle by phone, email, and mail by putting on envelopes "return to sender" and provided the correct address to mail. After several years of attempts at this, we are still getting the mail to our address. Please update your records so that all mortgagee clause change requests will go to our regional office in Tempe, Az.
Send to:
STATE FARM AT MARINA HEIGHTS
ATTN: FIRE UNDERWRITING
400 E. RIO SALADO PARKWAY
TEMPE, AZ 85281-0802
Update: Was contacted by Dovenmuehle's support team, they have taken steps to rectify our situation. Because of this, i am happy with finally seeing results from them, so i decided to upgrade my rating to 3 stars.
Horrible company. They are not willing to help with anything. They purchased my mortgage loan and it was a nightmare from the first month. I wanted to refinance "I'm sorry there is nothing we can do, your annual income is to high" are you kidding me, I am not rich and what does that matter anyway. It was a great day when I got out from under them. Talk to Quicken Loans and refinanced with them. Wish I would have done that about 4 years ago!
These guys are from the stone age...or at least the 80s when it comes to ease of use. If you are in the business of taking payments shouldn't you make it easy for your customers to pay you? The website for these guys is horrible. It's like they expect you to mail them a physical check every month...who the hell does that anymore?
Call wait times are ridiculous and their automated information is flat out wrong. I waited 32 minutes trying to find out if my taxes had been paid from my escrow account. The automated system (after 5 minutes of sorting through option after option) told me my account did not include escrow or insurance payments -- which is false. The customer service representative was, however, very nice and helpful. She informed me that my taxes had been paid 2 weeks earlier and apologized for the call volume problem. How can a company stay in business that operates like this. Rates are high, too. I will refinance. If you have the option -- run, don't walk, away from this company.
This company sucks at answering phones! I have been on hold for 1 hour and 20 min so far. Don't do your mortgage with them unless you want to waste your life on hold.
I have had a horrible experience with customer service in attempt to get an auto draft of a full mortgage payment reimbursed after selling. Consider this your warning to cancel those auto drafts well in advance. The representatives did not compete the address change I gave when I called first of the year to initiate the refund and the refund check was never seen. Seven weeks, four long phone calls later and I can verify that the check was reissued ten days ago (2/14) Fingers crossed I receive it shortly. I was told by a supervisor that 30 days had to pass from the issue date of the initial check before they could reissue. I asked if there was any way to expedite the second check and the supervisors response was to put a request into the manager to reissue a few days early (on 2/10) but the check was not reissued sooner. I asked about express shipping, the answer was no. This company has taken no steps to rectify its error and it will be essentially two months to receive my money back. As customers we face harsh penalties for being days late much less two months late on a payment. I find this unprofessional and frustrating.
Wow, I have read some of these reviews and wondering if we are talking about the same mortgage company? I have had them for almost 2 years and never an issue. Always able to reach someone, get an email when my mortgage is paid each month. Never a problem.
Wow, company is so hard to deal with, switched insurance companies for my home insurance and they refused to pay the escrow out of schedule I had to pay out of my own pocket! Called customer service and they couldn't tell me anything helpful.
They made an error taking my mortgage out of my account twice for June. I have no idea why they did this. I have reported the error and am waiting for their research department to call me. I have to prove they took the $ out, since they can t find proof. I am not happy with their services and have now extra unnecessary charges that I refuse to pay. Don t use this company if you can use another one.
So my wife and I had our loan refinanced right before everything happened with COVID 19. By doing this our loan was paid in full on March 30th. I attempted to go on Dovenmuehle's website to cancel the autodraft just to be sure they wouldn't take out a mortgage payment for April. However, I received a message stating that my account was not set up to change this online and would need to call. I called many times trying to get in touch with someone over 2 days but either got disconnected by their automated system or couldn't get through due to the amount of calls due to COVID 19. None-the-less, a mortgage payment of over a thousand dollars was still taken out of my bank account when the loan was already paid in full. How does this happen? I called to complain and was told it was my fault for not cancelling the autodraft but that I would received a check for the mortgage payment along with a check for the money that was in our escrow account. It is now April 27th and I still have not been reimbursed for the mortgage payment that was wrongfully taken out. With people struggling to pay their bills how do they find it acceptable to first take money out when the loan was paid in full and second not quickly reimburse that money? Every time I call I get told "it shows this is in process and should be solved soon". What does that mean? is the check in the mail? can you not put it back in my account? can I get an accurate response as to what is going on with my money that frankly you stole? I have never been in a situation that has been handled this poorly in all my life and working in the hospitality industry I have to refund money all the time and it only takes seven to ten business days to do. Why is this taking four weeks? Horrible way to run a business, especially during these trying times.
If I could stop working with this horrid company I would. The customer service department is always rude and condescending.
I switched insurance companies and they will not respond/pay the insurance company. This company is claiming it s my previous insurance companies job when in fact that is not the case. I pay through escrow, I am months ahead on my mortgage payments there should be more then enough to pay the freaking insurance company but every time I call I am on hold for over and hour and I finally get ahold of someone and their systems are always down.
I am beyond sick and fed up of this and just want the freaking problem resolved without the snippy attitude from the customer service department.
Sell my freaking loan to another company, I don t want to deal with this one anymore.
I will be going to the bbb.
They suck. The way they handle insurance claims is ridiculous. I needed a new roof after a hail storm. My insurance got my money fast. Then Dovenmuehle makes me send them the check. They say they will pay me 1/3 the amount of the check back to get the project started, then another 1/3 when the job is half done and then another 1/3 after the project is complete. So I have to mail crap back and forth and request inspections at different points in the process. A freaking nightmare. I could have had this roof fixed weeks ago. I am still going back and forth trying to get my first 1/3 of the check.
This is the most difficult mortgage company i have Ever worked with. I changed My property insurance for my home and sent in information. They have needed me to add to this document 3 times and never once given me a checklist of what is needed. So every time i call they have a new task for me to do with my insurance. All the while they have charged me $320 for hazard insurance that i dont Need. The policy i have Has more than necessary coverage. Over the last 9 months and hours spent on customer service and paid an additional $ 3000 towards this insurance policy that is not needed. Avoid this company at all costs!! Worst customer service ever!!!
Travis
*****Update 12/3/19********
my issues started in July of 2018 as mentioned above. 18 MONTHS LATER i just received a check for 5,100.00 dollars that this company has falsely withheld from me over this time period.. countless hours on the phone, having to explain my situation over and over again to a new customer service rep, going through hoop after hoop... they finally stopped stealing from me... 18 MONTHS of being overcharged for my mortgage!!! I ve been beyond frustrated and wouldn t wish this experience upon anyone... i don t review a lot of companies online.. if you have any choice in your loan server please, please do not do business with this company i beg you!!!
This place is a joke! I spent 40 min on hold. I then asked a question that for some reason the woman couldn't answer so i got transferred to a line that went to voicemail with no option to speak with anyone. Such a big company yet so few customer service members.
Why ..? they don't have education and treat the owners so on-behavior and not well educated for... not saying "nasty" since ... we are the owners... paying every single month the mortgage..? I'm very sorry for them .. They are not happy people, ..I'm sorry..
Always good to review a Company you plan to conduct business with. Let me offer you some advice so you don't get taken advantage of by this subservient servicer of First Bank or let's call them First Bancorp and their shareholders.
My older Home located in Warsaw, NC was severely damaged from both Hurricanes Matthew and most recently Hurricane Florence. Major Water Damage from roof being destroyed by wind. Black Mold present as a result. Insurance would not even come close to paying the costs involved to get home in a livable condition. Always made timely payments to First Bancorp. My finance package did not have escrow for insurance and property taxes. Always made Insurance Payments to carrier in timely manner. Always paid property taxes on time. Could not live in my own Home because or respiratory condition and knowing the Health risks of living in a Home with Black Mold. Moved in with a friend. Continued to make on-time payments. Home not fit to live in. Property Coverage Cancelled by insurance carrier due to no occupancy. First Bancorp-Dovenmuehle forced over-inflated insurance policy on my Home. They demanded it be paid in full. They ended up tacking the insurance coverage to the balance of my note. I kept making my payments on time. Shortly I began receiving late notices wanting payments more than twice what payments have always been. They gave me the option to do a payment modification program. I did all the due-diligence they were asking for. They declined me a modification with no reason for declining me. On April 26, 2019 I made my April payment. On May 13, 2019 in the mail I received a full refund check on that payment with a page behind the check itself that said"refused payment due to declined for payment modification." I not cashing that check. Now FIrst Bancorp-Dovenmuehle is attempting to foreclose on my 89 YO Third Generation Family Home and Property. They are attempting to cause embarrassment to myself and my family through predatory banking processes. I took the time to write this review because I do not want you the consumer to get taken advantage of as i have by this so called community bank. Please take more time to read the hundreds of terrible reviews on this bank. They can go ahead and cause me this embarrassment but I can promise them this their embarrassment will be much greater than mine. NC Attorney General, NC Banking Commission and the Federal Reserve have already heard my story. I have RDU and ILM media outlets ready to hear the story of how a bank can totally take advantage to someone. Interesting through all of this I have never heard one word from my local branch First Bancorp representative. I felt you the consumer needed to know this. Thank you for listening!
Customer service hold are 20+ minutes. They dont offer semi monthly or biweekly payments. Say its free to pay online, but dont ever mention a website to pay your loan at. Nothing but bad experiences.
Had a good experience. They picked up the phone in a second and answered my questions pretty fast.
0 stars, this lender acquired our mortgage this year (2018) and they have already shown incompetence. We received a letter from them claiming that we owed more that double for our escrow account. When I called inquiring about what this was about, all they showed was that there were two "city taxes" for $3400 & $3700 (our taxes were $3000 last year)when I asked them what that means, they gave no details. When I mentioned about checking with the tax assessor and what our taxes were, they said they won't call them to confirm. Fortunately Network Funding helped us out and contacted the city and county who both confirmed that there is no reason for this and there is no second city tax, the property hadn't even been assessed yet for 2018. Thankfully Vanessa with Network Funding did all the legwork that Dovenmuehl didn't want to bother with and after contacting their tax department and researching what was going on, she found out that they had added my neighbors property and taxes onto our Mortgage Note which of course was why there were two city taxes. As of today, Dovenmuehl claims that this has been resolved and the property escrow will be reanalyzed and corrected. Case in point, Dovenmuehl's complete lack of making any effort to research and attempt to resolve the issue when it was addressed would have saved all of us a lot of trouble. Complete laziness and incompetence on their end, hoping that there won't be any more problems but reading all the reviews for this place, I highly doubt that will be the case until we can get another lender.
Sent 5 messages to them over 3 months and not a single response. I finally requested they just sell my loan if they weren't going to give me any customer service, so they did. Probably the only time I've been a satisfied customer since they took my loan.
2015. Stay far, far away from this company. We went with them because we had no choice. If you have a choice, choose ANYONE else. They could never be worse than this company. Watch your numbers during negotiations. In my humble opinion, these people should not be trusted.
My mortgage was serviced by this company for 5 years. I never had a single problem with them. Their online portal, while very simple gives you real-time access to your mortgage balance, payment due, and offers the ability to pay your mortgage online through the portal. They also offer the ability to send secure message which always gets answered within a few days. They never once messed up a payment of mine. I only received one notice from them claiming they could not verify I had homeowners insurance, and provided instructions on how to submit the proof. I provided the proof by the deadline they gave and never heard anything about it after that. Overall, a simple company that operates just fine. Sure, their website may not have all the flashy bells and whistles of say BOA or Wells Fargo, but its provides exactly what you need and is always accurate. Overall, a pleasant experience.
Your customer service is some of the worst that I have ever experienced.
Rude phone representatives who have ZERO clue of what s going on.
May God have mercy on your souls
Horrible Company!!! Dovenmuehle did not send out information when loan was purchased. I discovered Dovenmuehle purchased my loan when I switched insurance providers a month after I purchased my new house. Called to request information and still did not receive anything. They made feel it was my fault and took no responsibility!!! Unfortunately I have no control over who purchased my loan. Otherwise, I would not choose Dovenmuehle to service my loan. If you have a choice to purchase a product this company offers, choose another company. The horrible reviews are accurate!
PS. I still have not received information on my loan.
I really don't know where to start. So I am leaving it at that. I found a more and far better company that will help me grow and will appreciate me.
Had similar issues as Angela Martin. To get more insight read @Angela Martin's post.
For three months, and repeated phone calls to their Loan offices, we've been trying to get them to do a loan assumption. Not only do they not have any answers, they are particularly unresponsive. in their "Special Loans Department, Ms., Jenny Camp, is spectacularly unhelpful in any way. If this is customer service, the concept is lost on them. I'm writing to their CEO William Mynatt in hopes that he'll step in to help.
I have had bad experience with this lender. When it came to remove the PMI, they assigned the appraiser to an incompetent appraiser. They didn't care that the appraiser was incompetent, the only option i had was to order a new appraisal.
Good luck if you have an insurance claim and have to deal with their loss draft department. It s almost been a year since a hail storm and due to their negligence and multiple errors I still don t have all the insurance money I ve sent them.
If I could give it 0 or negative stars I would. I had the unlucky pleasure of dealing directly with their Loss Draft Department after our house was severely damaged. The woman assigned to our case - Sonia - was rude and insulting. She threatened to terminate our phone call due to me expressing my frustration with their process and how you never get the same answer twice. This 'process' of theirs has held up the work on fixing my home which has left my association and our household frustrated and angry. Eventually she decided she could no longer speak to me by saying I wasn't on the loan. Im the homeowner.... She told me this AFTER I asked to speak to her manager, Maria. I eventually terminated the call and called my husband in tears. We will be changing our mortgage company after this event. I never want to deal with them again. Great choice in employees - if your case is assigned to Sonia - RUN.
Mgc ,dovenmuehule SUCKS MY B#^LS!!!!!!
The absolute worst company ever. The suck at customer service, calling you back, answering the phones, and f ing around with someone's mortgage. They truly suck at what they do.
Horrible customer service. I've been trying to reach them for over 2 weeks via email and phone, zero response.
Dovenmuehle services our mortgage. In March of this year, they sent us an Escrow Account Projection which reduced our monthly payment by $131.64. Great! Five short months later, we get another Escrow Account Projection, which will now INCREASE our monthly payment by $225.12. We obviously called to discuss such drastic changes to our account within such a short period of time. All we were told is that the prior adjustment in March "appears" to have only factored in ONE of the two semi-annual county tax payments, instead of both. So, basically Dovenmuehle mismanaged our escrow by previously sending us a reduction in March, only to turn around five short months later to raise it.
Paying our mortgage should not be this volatile. How are we to budget for something that might change one way or the other every few months? Had Dovenmuehle not sent us the initial reduction in March, based on incomplete information, then this pill would be much easier to swallow. We have lost confidence in Dovenmuehle's ability to accurately service our mortgage.
DO NOT ESCROW YOUR HOME LOAN!!!!! It has been nothing but mistakes and a hassle!! They didn t estimate correctly and I ended up having to pay out of pocket and currently my yearly escrow payment is lost in the mail and I m having to pay my insurance premium out of pocket to keep it from lapsing. I asked if I would be reimbursed they basically said I don t know and were zero help at all, after almost an hour on hold!! I ve hade 2 previous home loans escrowed and never had an issue, this has been a nightmare with super rude customer service!!!
Extremely disappointed. They purchased my loan, gave me the incorrect payment amount due, implied it was my fault, I authorized the withdrawal of $76 (they gave me a confirmation number) then took out over $1500 - may call an attorney about the legality of this. CSR was mostly unhelpful again implying it was my fault. I am completely unimpressed with this company and hope they sell my mortgage to someone else.
Over 5 years. With hard work, i have been promoted 3 times.
My loan was unfortunately transferred to Dovenmuehle. I previously had automatic credit card payments setup with no fee with my previous lender. I called in and spoke to a representative at Dovenmuehle who informed me to go on their website to setup automatic credit card payments and said there also are no credit card usage fees for paying a mortgage on the website. That information turned out to be 100% incorrect. They do not accept payments using a credit card.
I'm leaving a low rating not because they don't accept credit cards, although that is disappointing, but because their customer service reps fail to answer basic questions with any accuracy. It's very frustrating when you take time out of your day to wait on hold, finally speak to someone who only gives you faulty information.
Jessica - I wish that were true, but I called back and found out Dovenmuehle does not track who handled the customer's call. Fruitless effort.
I regret using Dovenmuehle Mortgage via Guaranteed Rate and severely advise anyone considering this business for a home mortgage. They are absolutely incapable of managing escrow accounts and have been holding on to more than $5000 in escrow for over a year. The customer service representatives are rude and no one knows how to do public math. I feel like I am being held hostage by this incompetent organization and regret ever speaking to the sales representative who is worst than a timeshare salesman. I believe they purposefully increase mortgage payments through escrow to force homeowners into financial hardship.
Should be investigated for FRAUD. Possible illegal business practices. Loss Draft Dept. is horrible. Completely incapable people and management. Dovenmuehle is a terrible company with the worst customer service and highly questionable policies. EDIT: Kristen the HEAD of Loss Draft has been helpful, especially compared to the rest.
My mortgage was recently transferred to Dovenmuehle and the service is terrible. It s very difficult to get an endorsement on an insurance check even after the repairs are complete. The company is steeped in old, bureaucratic processes, with a culture of poor customer service. In 28 years of paying mortgage I ve never had issues until my loan was transferred to Dovenmeuhle.
If I could rate no stars I would. I lost my job in May and applied for mortgage forbearance later that month it is now September 24 and no action on their part. Has left about 7 online messages on their website and no response over the past 5 months. Constantly called and was told they are processing it. Im really struggling making payments and they were no help whatsoever. Luckily I got letter earlier this week saying my mortgage was sold to another company and hopefully I will have better luck with then. I would stay away from this company as they are no help whatsoever.
Horrible on every level. My mortgage was sold to this company, so my involvement with them was essentially out of my hands. The customer service is awful. They put you on hold for every single thing, and seemingly have no leeway or power to do anything to actually help someone. The Loss Draft dept is even worse. They are rude, and quick to place you on extremely long holds. The company held money sent to me by the insurance company for a roof replacement hostage for months based on unrelated cosmetic technicalities inside on the garage ceiling, despite my insurance adjusters report detailing otherwise. Dealing with them has been nothing short of a nightmare. If your loan is sold to them, you have my sincerest sympathies. However, if you have a choice in where you get your mortgage, then take heed and Run, Forest, Run!
This is the best mortgage company I ever had. I had BankOfAmerican, M&T bank, Wells Fargo...No one comes close to this company. BEST Customer Service... I can get a real person on the phone within seconds or on the Chat. I can do anything I need to do on their website. All statements, payments history,Escrows,etc everything is listed on the website. My next mortgage will be with them, no shopping around. Best rate. I don't understand what's with the bad reviews.
As I sit on hold currently at 55 minutes I think they are purposely not going to pick up again. The first time it took 35 minutes to answer. They bought my loan and now I have to chase them down to send in Homeowner insurance info. to my insurance company. I would like to send them a bill for my time. Bulls**t.
They will do everything that they can to take a home from you. Get everything in writing and have a lawyer present. The Credit Union we went to (Only for the reason that they said they would never handle things out of house.) Sold our mortgage to them and they did not communicate, did not speak to us. Their business model is taking homes and selling them at foreclosure. Biggest scumbags to ever have drawn breath.
If I could give zero stars I would. As a mortgage servicer or (fill in the blank) this is a laughable organization. "The dog ate my homework" is an excuse every single employee used during their school years. Good luck.
Never been late on my mortgage ever. Every month I pay on time and because I filed bankruptcy last year they refuse to report my payments to the credit bureaus. So basically im paying on a property like im a ghost for the next 30 years. I wrote them a letter and they said that it would appear to be enforcement of a debt and they cant by law. Ok well I am saying to you that I owe this debt and I am paying it every month. Every single month from now on if you don't just report it then I am going to send a copy of the payment and the statement to all 3 credit bureaus each month anyway .
Not a happy investor. They have 6 loans with me and have asked via mail that I submit a letter of insurance for one of my properties. I have done so via email, fax, and mail. When I call in, nobody can help me and they outsourced my loan to Integon National Insurance Company. Who tried to charge me a premium of $6145.00, and for $180,000 for too much coverage.
I called into both Dovenmuehle who couldn't help and now I have been on hold for over 51 Minutes with Integon who continues to transfer the call.
Fraud Alery
Impossible to contact them over the phone. They re probably hoping that I get locked out of my online portal so that they can foreclose on my home.
This place is a joke hiring jokes, I bought my house, the loan guy called out of closing, also informing me he told me the completely wrong amount to bring, and I also asked as soon as we talked about this property if my payment could end up higher than $800, not a chance he says, its $1,000, so now I'm struggling, and have had 3 different people from with in the company call about giving me a refinance, I tell them i have no money for closing, they are taking everything i have, they always say i wont need any, we go back and forth for a week or two, then they say "well you will only need $1,600 to close, can you do that?" Point is, I've been lied to every time I talk to some one there, and I'm paying my mortgage this friday morning, and will have to go two weeks on $100 like I have for 3 years now
This company helped USAA steal 5 of our payments. The whole company is corrupt and lying seems to be the norm
Every time I log in to pay my mortgage, I always must obtain a security code from one of my email accounts...this is ridiculous. I use the same computer each time. I have spoken to customer service about this on more than one occasion, but nothing has changed. This is the worst mortgage company I have ever had to deal with. My wife and I have considered refinancing just so we do not have to deal with Dovenmuehle anymore.
Wow reading these reviews scare me. I noticed I just got transferred to this company and my payment is coming soon, nobody has contacted me yet to let me know where to send it.
I HATE THIS COMPANY. They returned my Mortgage payments 5 times for no reason and then tell me that I have to pay the late fees. Horrible
My mortgage was sold to this company without my consent. It s horrible how they bait and switch you once you buy a house and there is nothing you can do about it because you are stuck with whoever they sell your loan to. First they had my escrow wrong, they raised my initial $1,630 monthly payment to $1721. I had homestead exception on my home and they were charging me property taxes without homestead and they kept giving me the runaround to lower it back down to $1630. It took multiple attempts on my part and I had to make them breakdown all the charges on my escrow for them to be like oh ok you are right, so they brought it down to $1,666 in March 2020. Also I wasn t able to pay my mortgage on time, due to being laidoff because of Covid 19. I finally paid my March mortgage this month and they are still putting me as delinquent no payment for March on my credit score. They have been horrible in there handling of the pandemic this world is dealing with. I m still trying to see how I will pay the rest of these months with no job, the only thing they will do is waive late fees. This is the worst company.
SHOULD BE NO STARS!!!!!!!!!!!!
This company is the worst I have ever dealt with. I have been making my house payments online for 5 years. As of Feb 2017 I am unable to log on at all. I have spent 7 hours on the phone with 6 cust service reps and supervisors one of which said she would be my direct line of contact. She sent me a company email and her office phone. That was on Feb 7th 2017. Log in still does not work so I tried to call her this AM Feb 22. The phone goes to a private residence in Lake Zurich Illinois. I sent her an email and it came back undeliverable. I call the main phone again and am told she no longer works with the company. Hmmm. She was a minion and probably made too much noise so they eliminated her as a cancer that tried to fix a customer's issues. It's amazing that they could remove her info from the system with no issues yet they can't/won't deal with a CUSTOMER!!! Unbelieveable. Stay far far away from this corrupt whatever it is. I won't call them a business anymore. Disgusting....... I agree with a prior review, this company is operating out of a basement somewhere.
This is one of the worst company I've EVER EVER EVER came across the customer service Suck and please don't ask for a supervisor .... they act as though you're asking for a kidney or some body organ Smh .... I wouldn't even give them a dot on a star let alone a one star rating ....GIVE ME BACK MY DAM STAR
Whatever you can do don't use Dovenmuehle.. UnfortuntaleyI had no choice. My loan was bundled and sold and I ended up with these paper pushers. The first communication I got from Dovenmuehle was a delinquency notice. My loan was current. I called and customer service said they could not find my loan since it was just being loaded into their system. She told me I needed to call back in a week. I called back in a week and again they told me my loan was delinquent. I ask them to assist in setting the account up online and they transferred me to customer no service. Customer no service notified me their online service was not currently working and I needed to try back the next day. I ask if I could make a payment over the phone and she said yes, but there would be service charges. During this time I have listed my house for sale and received offers. we could not get Dovenmuehle to provide a payoff. The nightmare continues...
Pathetic customer service. Took them 3 weeks to get proper information sent to mortgage refinance company after about 10 phone calls and talking to supervisor.
STAY AWAY!! 0 STARS!!!
Original LAND loan was sold to Dovenmuehle after a little under two years. Once Dovenmuehle took over the loan they proceeded to take my payment for 7 months before deciding to add flood insurance to a land loan. Yes, flood insurance......For a plot of grass....without notice. After making the payments on time like always, I receive an alert from a credit monitoring service letting me know that a 30 day late payment was reported by Dovenmuehle, even though every single payment has been made on time from the beginning of the purchase. I ve called every number I could find and the only option I was given was to send an email and wait for a response. The only response I have received thus far is a letter in the mail stating that Dovenmuehle has received my email.......that s it... here we are 5 months later, no response, no one to talk to about the mistake, negative mark on credit report leaving me no room to refi my actual home loan(since rates dropped), all during a pandemic! What if I was not an essential worker and was not actually able to make the payments on time?? Would you have ruined my credit??.... oh wait.... you already have!!! that s with me making the payments on time!
If you are reading this, stay away! Do not do business with these leaches! They WILL screw you over, creating a mess for you to attempt to clean up.
They sold our mortgage twice, very close together. We went online and couldn't make our payment last October and called them. We were told there was no payment due because of the recent sale. We continued to make payments for 6 months only to find out they were backdating them all this time and never notified us is any way! Some employees are just plain rude and real jerks on the phone! I've reported them to the state of Wisconsin and soon the state of Illinois too!
Worst company we've ever dealt with!!
STAY AWAY FROM THEM!!!!
Always waiting on someone to answer the phone in customer service for 20-30 minutes. There is no wait time estimation or a callback service. This gets very frustrating after several times of needing quick questions answered. When you do finally get a customer service representative, they are very polite, but don't know very much and you have to get transferred to someone else. Also you can close on your mortgage in 30 days but it takes 60-90 days to get an assumption done to get someone's name off the loan, with less paperwork? This business is far from customer friendly.
4 DAYS ON HOLD TO MAKE A PAYMENT , I HOLD I HOLD I HOLD , BATTERY DIES I HOLD AGAIN THEN GET TRANSFERED AND SENT TO VOICE MAIL , NO OTHER OPTIONS BUT TO DEAL WITH SHITTY SERVICE FROM PEOPLE THAT NEVER ANSWER THE PHONE THEN PUT YOU ON HOLD AND HANG UP ON YOU JUST TO PAY MY MORTGAGE ...WTF -5 STARS
WARNING: DO NOT FINANCE YOUR HOME WITH DOVENMUEHLE MORTGAGE! My original mortgage was sold to Dovenmuehle in September 2018. This was one month before CAT5 Hurricane Michael destroyed our home in October. Because the property was mortgaged at the time of the claim my home owners insurance company sent all repair payments directly to Dovenmuehle Loss Draft Department (which is understandable and required by law). This is when the nightmare started that we are still living with. The Loss Draft Department is totally dysfunctional and a fair cry from professional. They will not communicate with their customers via phone. They will only communicate through their corporate email portal which purges all messages after two months (a convenient means for them to destroy evidence). Once you send them an email it typically takes one full week for them to give half of a response. If you call them, they simply act ignorant of your situation and tell you "a supervisor will contact you" (which never happens). I completed all repairs to my home in May of this year. I notified Dovenmuehle of the completed repairs and they reluctantly sent their "inspector" to confirm the repairs were done over a month later. The inspector documented 100% repair completion and reported the findings back to Dovenmuehle on June 17, 2020. Today is July 29, 2020 and I AM STILL WAITING ON THEM TO RELEASE THE REMAINING BALANCE OF INSURANCE FUNDS THAT ARE DUE TO ME! THIS IS ILLEGAL ACTIVITY CONDUCTED BY DOVENMUEHLE! I WILL PROMISE THIS LOUSY COMPANY THREE THINGS: 1) THE NEXT PERSON TO CONTACT THEM WILL NOT BE ME, BUT MY ATTORNEY. 2) I WILL REFINANCE MY HOME WITH ANOTHER COMPANY ASAP. 3) I WILL LEAVE THE 1-STAR RATINGS THAT THEY DESERVE ON EVERY RATING WEBSITE I CAN FIND TO PREVENT THIS FROM HAPPENING TO ANYONE ELSE.
Extremely, dismally slow and unresponsive. After trying to execute a task as simple as PMI removal (and possible refinance), it has been almost 2 months since first contact. I have not yet had the pleasure of speaking to a single person who actually WORKS at Dovenmuehle, since they have elected to hide themselves behind a Kafka-esque answering service. At this point, I've already missed August's interest rates, and I'm right on track to miss September's as well. This is all in spite of the fact that they've cashed my check for the appraisal required almost a month ago. So basically, they took my money and have given me nothing in return. If you have a choice, don't choose these guys.
MINUS -5 STARS! Unfortunately, I have a loan with Dovenmuehle Mortgage. NOT my choice. The issues started when they took over from my first mortgage company. After several calls, they told me to use the same coupon book and my payments would be forwarded on. I did EXACTLY as they instructed. Beginning with the first payment, they claimed that I was late, because of the time it took, to re-route my payments - something I did, PER THEIR INSTRUCTIONS! I then attempted bi-weekly payments via wire, to work around Dovenmuehle's (manufactured) delays. But of course, they didn't accept that form of payment. Clearly, collecting phoney and ILLEGAL late fees, is a major source of income for Dovenmuehle. They're like mobsters, shaking people down for tribute. So then I tried to make online payments. That worked temporarily, until they turned that feature off. Once again, late fees = Dovenmuehle profits. Since Dovenmuehle eliminated the online / remote option, I had to go back to sending payments (via snail mail). As before, they would claim: We never received your payment! . Then it would suddenly appear, after a late fee was applied. Or I would send a payment and they would return it and not apply it to my loan, resulting in ANOTHER late fee and penalty. I would message them constantly on their own website asking for assistance to get this resolved. On rare occasion, when I did get a response, it was convoluted, confusing and misleading. And always, the response would come, weeks to a month later. Describing this as HORRIBLE customer service, is a monumental understatement. Because of Dovenmuehle's mismanagement, my credit rating is wrecked and I can't get approved to buy a new home. Never in my life, have I dealt with such an inept, dishonest and EVIL company.
This is by far one of the worst mortgage servicing companies I have ever encountered. I have two mortgages with this company, and they are a nightmare to deal with. I have repeatedly gotten locked out of my online account, and customer service is absolutely unhelpful in getting me access to my accounts so that I can make payments to my mortgages. I even asked for them to fax me documents such as my mortgage statement, but they say it takes 3 business days to send a fax. A customer service supervisor (Raul Garcia) was matter of fact and very unhelpful as well. They do not have a tech support desk, and simply will not help you if you need to access your account. This company does not care about serving the client. Refinance your mortgage away from this company at all costs.
Totally Incompetent! They are outright LIARS! was told my insurance check was mailed day after day for the past three days and nothing. They have been sending the check to me for the past three weeks! Called to speak with a supervisor and she assured the check was sent yesterday. I included a self paid overnight envelope with tracking and there is no sign that it was sent! These people are crooks! Just outright crooks!
What a terrible company! Would never do business with them. They are obviously holding on to the money as long as they can to accumulate additional interest! I bet there are many other customers in the same situation. Way to go.. Screw the little guy! Mr William Mynatt, you should be ashamed of yourself! Just a bunch of crooks! Reporting to the better business bureau...
This company has been a total nightmare to deal with. The lack of customer service has been extremely painful. These guys WILL put the blame on you and wont accept their mistakes. We even have had reps argue with, using terrible attitudes. I'd advise you to record your conversations with these people as they do. Make sure you have evidence to cover your past conversations.
I just want a receipt of payment and a receipt to prove our extra payment was put towards the principal. This is absolutely ridiculous.
My loan was paid off 9/10/2020 prior to my loan moving to DMI (BMO Harris sold all their loans and mortgage to DMI) however these crocks at DMI and BMO Harris think it s ok to steal money so they reopened my paid off loan and started debiting my account (which I NEVER authorize them to do) for the monthly payments. Called DMI and BMO was told my loan was not paid off even when I have the proof of payment and payoff letter. Final after 4 hours on the phone a manager found the error (a bank error-BMO never credited the loan for the payoff they credit was sitting in an gl account not posted to the account) and they apologized for the error and promised to resolve it within 3-4 business days......10/5/2020 still nothing has been resolved. Have the go over the same thing over 3hours on the phone. It s too late to solve the error we need to send you a check but it s not even for the correct amount. All I would like is a refund that I was promised due to a bank error!! They are committing FRAUD and stealing from hard working people!! If you have the option to never work with them do it stay far away! They all lie and tell you they will call you back and never do. Was promised another call back over 2 hours ago and still nothing.
WORST COMPANY EVER!! THEY JUST RAISED MY MORTGAGE BY OVER$500 A MONTH AND I JUST CHANGE TO A NEW INSURANCE COMPANY SO THEY CAN LOWER MY MORTGAGE BUT THEY COULD NOT DO MUCH TO HELP YOU AND ACCORDING TO THIS COMPANY SAYING MY PROPERTY TAX WENT UP SO THEY HAVE TO RAISE MY MORTGAGE, THIS IS RIDICULOUS BY RAISING YOU OVER$500 A MONTH AND THEY DONT EVEN HELP YOU OUT JUST WANT TO MAKE MONEY FROM YOU AND DONT CARE IF YOU R PAYING OVER OR NOT, I DONT KNOW WHY UNIVERSAL AMEICAN MORTGAGE COMPANY WOULD SELL IT TO THIS COMPANY
I bought a home with another service member in 2012. The other service member deployed and I received a benefit called KYHC to cover the mortgage when I separated the Navy. I was in contact with USAA every week and making sure everything was okay but one of the months KYHC had a hiccup and became a month behind. Both Andrew and myself tried to make a payment online but were unable too. When we called we were advised by KYHC and the hardest hit fund that making a payment may mess up the benefit. We let the benefit run its coarse and never received a negative credit hit and maintained contact with USAA. Once the account was brought current and program ran its course randomly on the credit report it was retroinputted that we have been late for almost the whole year. We appealed this through dovenmauhle and were given a really hard time. After the long fight that was cleared off our credit report. All was fine about a year.
I left the navy and joined the national guard. I had to training BCT this summer and left on orders notifying usaa. The army didn't pay me due to an account error on there part and I didn't receive a payment from may-July and was paid all in full in Aug. When this happen I had no phone or internet contact and had no clue it happened everything on the mortgage was set up automatically and so my account didn't haven enough to debit it in July. So the other service member called on the account immediately and told them I was gone and haven't been paid. USAA said no big deal and said they would waive the late fee and wont be a problem. In sept I saw dovenmuehle again reported late and that when the mortgage was paid it was indeed a late fee as well. So I called dovenmuehle (like 15 times and waited 45 minutes to get hung up on each time) sent my orders and complained that It shouldn't of been a negative report and needs to be fixed per the SCRA. They sent a reply and hung up on me many times. The reply was they reported "accurately and consistently'. I complained further saying that it doesn't matter what they report i was protected under SCRA and that my pay stopped due to a logistic error armys part. I had proof of all the back pay and orders. Following month it was fixed but then all the old reporting came back... lol that was cleared like 2 years ago. I like don't know where to go now this is never ending. How can USAA give my business to a company that has zero respect for military and zero understanding for deployments or being on active duty in training environments. On top of all this USAA and dovenmuehle must have zero communication or dovenmuehle just doesn't care. This is unreal and causing serious hardship. By the way if reported "accurately and consistently" then why all of the sudden the current change?
I have called these folks at least 6 times and gave the customer service reps my account # as well as contact Information. My loan was transferred/sold to these folks over a month ago. I have never had a late payment in my life, and every time I call, the customer service rep says they don't have my information. This is absolutely unacceptable. As consumers, we should never be subjected to this level of stress and uncertainty. I hope someone, anyone, actually reaches out from this firm to make this right.
The worst! Wasted an entire morning trying to correct fix a mistake they made on my account.
This company is horrible! Im trying to refinance right now to get away from them. I have requested documents from them numerous times they say there is a wait of 72 hours to get anything outbound. I wait to see if the docs show up and nothing I'm still trying today to get them and this is going on my 4th attempt! I have never had so many issues contacting a company and getting my issue resolved. All I want is a document sent to me you wouldn't think it would be so hard. I feel like they are stalling me and my refinance. This company is causing me so many problems and I can't wait to have them behind me if i ever get the docs!!
Wow. I am shocked to read these reviews. I have had my mortgage with Dovenmuehle for almost 3 years. I have had to contact them a couple of times and each time I spoke to a knowledgeable person who competently helped me. I pay my mortgage on time each and every month, and I like that I am able to login and check things like my escrow balance, pay off amount, etc. I would use them again.
Incompetent. Dishonest. Enraging.
The company placed a forced insurance policy on my mortgage although I carried a policy through a third party. Two years later, I am still receiving collections calls seeking payment for an unpaid balance resulting from this clerical error. I have spoken to dozens of dovenmuehle representatives of all levels of the corporate chain. I have had corporate management assure me that the problem was corrected and I would be relieved of the burden. Yet the refused to send documentation and so the calls continue. I have now learned that they have reported me to the credit agencies for this erroneous balance. Effectively marring an otherwise stellar credit score and essentially slandering me to all future potential lenders and or business ventures.
Tried to resolve the issue for the millionth time but was hung up on by a department manager because I tries to record the conversation as documentation.
Avoid this company at all costs.
Refinance!
This company is by far the worse mortgage servicing company I have ever dealt with in my 30+ years of home ownership. They failed to pay my insurance premium which resulted in the company non-reinstating my policy. I had to obtain another policy with a different company and pay for this myself in order to ensure that I had coverage on my home. I have spent countless hours on the phone with numerous representatives to no avail. I then requested to have my insurance removed from escrow and the overage of the insurance premium be sent back to me. This request was denied. I have had my current mortgage for 4 years and never had an issue until the servicing was transferred to this company. I have filed a complaint with the FL Attorney General.
This lender has been reporting my home loan delinquent to the credit reporting agencies even though the loan had been paid off 34 months ago! I only became aware of this situation when I did a recent credit check. The company`s over the phone customer service representative concurred with me that the loan had paid off but would not correct the delinquent reporting of the loan to the credit agencies unless I wrote a signed letter specifically requesting that this action be taken by them. They also want me to provide them with a copy of my current credit report documenting their reporting error! To all future home loan customers...I would avoid doing business with this company at all costs!!!
what a pathetic company to work with!! After 20 mins of wait I was told they dont have my loan in their system and they cant do anything. It appears they run this company from their basement. WORST!!!!
If you're concerned about reading these reviews because you're a new Dovenmuehle customer, I just wanted to provide another perspective -- believe me, I was worried when my relationship with them began, too. I've had my mortgage with them for just over a year now and have not had any issues with them so far. Based on some research I'd done, it appears they prefer to operate using snail mail/paper correspondence, which is how I've chosen to operate with them.
I mail a handwritten paper check to them every month, filled out the little slip that comes with the statement, and they've always cashed it correctly, applied the right amount of principal curtailment, etc. They paid my insurance on time; when it started to get close to the due date for my taxes after I noticed it hadn't been paid a couple months after the bill was originally sent, I simply mailed them a letter, a copy of the tax bill, and a copy of my last mortgage statement to show the money was still in escrow & asked them to pay it before the due date. They honored my request and paid it in a timely manner immediately after that.
I know paper & snail mail are not the most convenient avenues anymore, but it's really not that big of a deal. If you treat them with courtesy, they will do the same.
This is scam company , I don't even have mortgage with them and they list my property foreclousore , i called them few times but no ansfers , they don't have my ssn and loan number!!! BTW all is paid on time. beware!!!!!
Called them to see if they could help me out because my home was affected by hurrican harvey. They said they would wave a late fee for 90 days but I'd have to pay it all back then.....so pretty much they are no help when it comes to trying to fix a home without flood insurance. Defiantly going to refinance ASAP....terrible company.....9/10 mortgage companies I know of flood victims are willing to help and keep their investment livable. Not this one.
dovenmuehle.com
