I have used box home loans twice once in 2010 and again in June of 2012. The first time, things went pretty good and we closed without any problems, that is why I came back. I did recommend them to some people after that experiance because of lower costs and quickness in handling my loan. I did forewarn them that box is not a personable company, you deal over the internet with maybe a few phone calls. My review of them at that time was above average on all accounts.
This time on the other hand was not as good. Once again I was not expecting the personal touch but I hoped some one would read may emails and listen to my calls. Because of how busy they are they do a longer lock in order to process all your paper work. Right after locking I knew I needed to make one more payment to our current loan. I sent to Box a copy of our account after the payment was posted hoping they would note a new payoff amount. Every time the sent a estimate closing paper they had the wrong payoff, and I told them that the amount they had was wrong. Then right before signing and underwriting they called and said everthing looked good and at closing we should get about $12 back. When we sat down to sign the Docs on Friday, the papers had the wrong amount on them and we were told we would need a check for almost $1,200 to close. I called Box, both our loan officer and paper pusher, no answer. I left messages which were not returned. The lady doing the signing said sign the papers and then if there was a adjustment needed it could be done later. Wrong! By Monday they had sent an email saying I needed to remit the $1,200 ASAP. I sent a email saying that the numbers were wrong and I felt like they should be changed. Box's reply was we can't change signed papers.
I told them they had the wrong payoff to which I was told that they get a payoff estimate at the beginnig of the process, and do not update it because it would cost $35. So I spent $20 to wire money which acording to them would be wired back to me after closing. Our loan officer Regan, got rude about it, then passed the problem to his manager. Finally when I was contacted by the manager Shelly, they revised the settlement but that was at 6PM and I had already wired the money.
I still have not seen part of that money back. I know it should come from our old loan holder, but right now I feel like I am out over $700. Over and over again we got the excuse that they are just so busy. "Too busy to care" I guess is the current mantra for Box Home Loans!!!
RESPONSE FROM Box Home Loans:
I'm, sorry your experianced left you wanting more. While volumes are high we never want customers to feel what you have expressed. Please let us know if you don't get the refund from your payoff issues. We are working through some issues related to title receiving accurate payoffs that have effected a few borrowers cash to close requirements. Sorry this was the case on your loan.
Aaron
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