Carrington Mortgage Services

Carrington Mortgage Services

 4.0/5 (981 ratings)
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Written by Jennifer Schurman
Edited by Sally Jones

About Carrington Mortgage Services

This profile has not been claimed by the company. See reviews below to learn more or submit your own review.

Carrington Mortgage Services (NMLS #2600) is a full-service mortgage lender that provides various loan options to a wide range of borrowers. The company was founded in 2007 and has since served over 1.4 million customers. It offers a digital loan servicing experience through its online loan portal and mobile app.

Overall Satisfaction Rating

  • 5 stars
  • 4 stars
  • 3 stars
  • 2 stars
  • 1 stars

Pros

  • Check rates online
  • Flexible loan qualifications
  • Personalized online dashboard for account management

Cons

  • No in-person branches
  • No phone support on weekends

Bottom Line

Carrington Mortgage Services offers a broad selection of home loans, including conventional, FHA, VA and USDA loans. Nearly all of its loan types allow flexible qualifications, with some permitting credit scores as low as 500. CMS is available to borrowers in 48 states.

Carrington Mortgage Services Reviews

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Page 2 Reviews 5 - 35
Rated with 1 star
Verified Reviewer
Original review: July 5, 2022

Carrington Mortgage took over my loan in February. Bought out from another company. They called in and asked if we wanted to reconsolidate credit cards and loan payment and so I went with the loan officer Michael ** and believe what he said. So far he hasn’t returned my phone calls over a month and has not followed through with everything we agreed on and signed. Still hasn’t returned my phone calls after calling his supervisor. Still no calls back. We are very dissatisfied and it seems no one can help us figure this out cause the loan officer that doesn’t call me back Michael **???? We have talked to several other people with Carrington Mortgage end it seems that no one can help.

4 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: June 21, 2022

I stayed on hold for 30 min and then was hung up on. I can't get back in to speak to anyone. People playing with my money here. My mortgage went up 200 bucks and I've only had the loan for six months on a fixed plan. I just wanted some answers and still stuck without. Someone needs to contact me back but I doubt they will. I had no choice but to use them since the loan was sold to them. This company is awful.

8 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: May 28, 2022

Since my loan was sold to this company I have had nothing but frustration and mistrust. A few years ago I started sending 2 payments; one for monthly payment and one for extra principal payment. They never credited my monthly payment and it took weeks of daily phone calls, a trip to the bank, and numerous faxes to prove I paid. They didn't like the printout from the bank I faxed to them showing the cleared check. They alluded to the fact that since I was late they would report me to the credit bureau and I could go into foreclosure. It caused me a lot of mental stress. Recently I sent a check and it took 2 weeks to process. I called customer service to find out what happened and it turns out they changed the mailing address once again where to send the check for principal payments.

Customer service advised a faster way to pay, "You can pay online for free now because we listened to what our customers wanted" (in reality there was a class action lawsuit for illegally charging $5.00 for monthly payments). I don't trust this company enough to let them direct draft from my checking account! By the way, when you send a check they convert it to ACH electronic payment so you never get a copy of your cancelled check as proof. My goal is to work extra hours and pay off this mortgage asap so I don't have to deal with their incompetence. The one star is for getting me motivated to work harder so I can say goodbye forever to Carrington Mortgage Services.

7 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: April 26, 2022

Carrington Mortgage is just like a fast used car dealership. Fast talking, shows all the shinning things and makes a lot of promises. Unfortunately, with the fast smooth talking points a lot is missed by a customer. Paying for points should be an initial talking conversation especially if you have good credit. Customers should not need to keep contact loan originator or process or for more updates.

Truth in lending, such as a cash out refinance. One does not have to pay off creditors, that's something they do not tell you until day of signing at closing. Then to add injury to insult, they (Carrington Mortgage) send you checks for you to mail out to your creditors after you just paid an enormous amount of money for closing fees. I would not recommend Carrington Mortgage for any other services. I had to call to ensure my closing date and time. I had to call to get my location for our closing and my notary was late. I was not provided a copy until a much later date. This will be the last time I ever use this company.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: April 8, 2022

As a veteran, I'm appalled by the way we have been treated. Our loan was transferred over to them two months ago and they never paid our insurance. I have been fighting with them for 4 weeks to get that paid. No one knows what is happening and now I have received a letter telling me they are purchasing insurance for me because I have no insurance. Apparently, I'm not even on their "insurance department" computers which is insane. If you don't have to have a loan with them DON'T.

7 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: March 31, 2022

She helped in absolutely every way she possibly could for us. We have suffered two major losses (both our fathers) and survival of Covid-19. At some points we weren't sure up from down but this Lady was a light in our darkness. We hope on some way she will be recognized for all of her work for she was heaven sent for us. Very professional and knowledgeable employee. A definite asset for your company to keep in our opinion.

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer
Original review: March 1, 2022

Mortgage was transferred to Carrington in October 2021. Payments don’t get recorded until well after the checks have been cashed. They still haven’t acknowledged the payment they received and deposited in December. First customer service said “the Holidays were busy, it’ll get recorded.” Two weeks later they advised me to submit proof of payment to their “research” department who doesn’t speak with customers. 6 weeks later, nothing has changed. They must be very busy investigating other problems because verifying a cashed check with my name, address and account number on it should be pretty simple. Incompetent or corrupt? Not clear which side of this aisle they stand on.

14 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Dec. 15, 2021

10 stars in all area. Very professional and caring. Go far and beyond than what is asked. This is truly a company for the Veterans and Military families. Wish we had more companies out there that cares for their clients.

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer
Original review: Dec. 13, 2021

15 years as a customer, struggled during covid so was on a plan. Wanted to start paying this Spring and they would not take payment until I applied again for assistance. Applied 5 times, they take a month to get back and request the same info over and over. Would not take a monthly payment from me for 6 straight months yet reported me late to credit bureaus. This torpedoed my score and no other mortgage firm will work with me. How do you refuse money and still report late? Time to call 60 minutes and 20-20.

12 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Dec. 3, 2021

I set up payments every month by phone to come out of my account. For the month of November the rep somehow did not process my payment and now they are reporting me ONE day late to the credit bureau after two years of on time payments!!! What a joke. Their rep is incompetent and now I am going to suffer. Shopping around for a new lender. I know there is better out there!!! Pissed over a day! S. **.

9 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 30, 2021

I would give them 0 stars if I could.. These people bought my mortgage, And then instead of putting my mortgage payments towards my mortgage they Put it in an unsettled fund account and then tell us that we're behind every month. We then have to call them every month to tell them it's the mortgage payment it doesn't belong in unsettled funds.. Then they are always send foreclosure notices even after we make the payments.. We have had them for 3 months and before we made our first payment they screwed up and it's been a problem since. Somehow they they are saying that we owe an extra $500 but can't Provide where this goes or why we're behind $500 when we pay every month on time. These people are refusing to transfer our service to another mortgage. They seriously earthly need to be held responsible for something because this is ridiculous.

16 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 28, 2021

This collection agency bought our loan from another company last year though we have never paid even one day late. When I asked their CS why they bought our loan and they denied that they are a collection agency yet it says so in their welcome recording on the phone. It has been a year now and they still don't report to credit agencies, so our perfect payments are not reported. I would not have chosen this company and it's unfortunate that they bought our loan.

13 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 25, 2021

I am a 70 year old handicapped woman that was having trouble with my payments since my husband died. My s. s. money changed. I lost when he died so asking Carrington to help me by lowering my payment. They said no. My son was willing to co sign for me if I could refinance. Anything would help. I didn’t want to lose my house. Well they said no to all. Then covid hit so they said I didn’t have to make payments till we saw what they’d do about covid. They would put me on a Modification so I agreed. Well two weeks later there were Sheriffs at my door to foreclose on my house. So I called Carrington begging them crying, "Please I don’t want to lose my home." I hired a lawyer and went to court. Got me nowhere and they give me 10 days to get out!!

Here I was handicapped, nowhere to go, no money, lawyer took it all! I had to stay with a friend or the streets. They took my house right from under me sick and all. They did not care!!! 3 months later house sitting empty and I’m sitting sad!!! Don’t deal with this company!!! It’s a terrible company. They took my house right from under me without trying to help me!!!!

10 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 23, 2021

I am trying to do a cash out refinance with my current mortgage company, Carrington Mortgage Services. My assigned "loan officer," Esayah **, was on top of things at first, but when he could not find an appraiser, it started get hard to get in touch with him. After 3 months of waiting, with very few updates that were received only after I pushed for information, Esayah asked me to try to find an appraiser myself. Well I did, then I was ghosted by the Esayah for about a week. When he finally reappeared, he said he had an emergency and had no time to setup remotely. The appraisal was finally completed and submitted on a Friday. Esayah emailed that the appraisal was received and was what they expected. It's been several days since then, and I can't get a hold of him again. I have called to complain and got nowhere, all I could do was leave a message and got no call back. I'm very disappointed and dissatisfied with this loan officer and company!!

7 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 22, 2021

Our mortgage was just sold to Carrington and I had no idea how good we had it! Look forward to paying a $5 fee every month just to pay your bill and don’t expect any information on early pay off unless you own a fax machine. Completely unbelievable how antiquated this company is - you’ll have to call in for everything…

8 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Nov. 19, 2021

They were very patient and every time we called about any questions was always there to help and answer. Answered my emails fast. Very professional. Overall I had a very good experience with them and Highly recommend them.

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer
Original review: Nov. 16, 2021

I sent my mortgage check via mail, as I have for almost 10 years. I sent it two weeks and they "haven't gotten it". I said, "So you wait for the grace period to cash it to charge me the late fee." So, not only do I have to pay online to make a payment but I also have to do a stop pay because Carrington will also cash the check even if I pay online. I'm getting screwed because these animals won't cash my check. Who does that?

10 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Oct. 28, 2021

Maricela is a true gem. She was very helpful and considerate to our situation. I believe in Carrington Mortgage as a homeowner's partner and not just a mortgage company. If Maricela ** is representative of all Carrington Mortgage employees, then all under the Carrington Mortgage umbrella are safe to know that they have a partner in their corner that understands the plight that honest homeowners are going through during these unprecedented times. A partner that will go out of their way to help homeowners to work through this difficult time and get back on their feet.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Oct. 14, 2021

Belinda made me feel like she actually cared about my situation, and I felt that she really wanted to help find the best solution for my family's needs. Very informative and full of helpful suggestions. She answered all my questions I had at that time. I wish there were more people like her to talk to, especially when dealing with something as big as a Morgage. I would say, even though my situation is stressful, Belinda made it seem possible to get my behind Mortgage problem fixed. I definitely think if there is a person who deserves special recognition, it should be Belinda!

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Sept. 21, 2021

We recently refinanced our house and were working with Tyler **, Senior Loan Officer at Carrington Mortgage Services. At first we were impressed by their offer - until we shopped around. They tried charging us an extra $7,500 in fees compared to other lenders. Their process was not transparent - using "non-refundable" lender credits. Loan estimates were wildly inaccurate. They also had a hard time understanding offers from other companies. Our experience with Tyler was good, he explained the limitations of Carrington's system. The problem is clearly with Carrington's processing, not Tyler.

7 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Sept. 21, 2021

Your Best Catch Recommendation: Richmond, TX, I was very pleased working with Chad N. a Sr. Loan Officer with Carrington, Mortgage. Chad approached me making me aware and providing detail how Carrington Mortgage could give me different options on loans to help me financially. Chad gave me confidence and trust in making this decision. Thanks Chad N.

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Rated with 1 star
Verified Reviewer
Original review: Sept. 17, 2021

My mortgage was purchased by Carrington back in August of 2021, I told this company that I was a 100% disabled veteran who tax exempt, I provided all my documents and even proof from the Dallas County Tax office, they told me that their analysis department will run a check and will let me know what my new monthly mortgage rate would be in 15 days. Well today I called because I'm still being charged the full amount and was told that in will take 90 more days. This is unacceptable to customers and and to the veteran community. I want all my over payments back.

11 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Aug. 23, 2021

This "financial institution" legally obtained my loan. The first year they neglected to pay my property taxes. Some time later I was hospitalized and was unable to work for 6 months. I called, and emailed, begged and pleaded but was denied mortgage assistance even though they supposedly have a "Mortgage Asistance Program". They began foreclosure and I got a pay off amount. I had to be bailed out by my parents. I obtained a cashier's check and the next day the amount I owed went up another 500. No real explanation for this. I paid the full amount including the extra 500. I continue to make my payments on time for a over a year, but unknown to me, there was another 400 in fees not included or mentioned in any way during my phone calls and payments. That 400 ballooned into $1200.

I filed a dispute and of course they found no wrong doing. That $1200 was stolen from me. I continue to make on time payments except one week I made my payment 1 day too early and they took it as an additional payment rather than the monthly payment. As soon as I noticed this I called them. They said it would be taken care of, and was being sent to a manager. 4 months later I continue to get late fee notices and am told "It is sitting on a managers desk." I fully believe their plan is to keep ignoring me and hope I forget and just pay them more money. If your bank sells your loan to Carrington, refinance immediately! THIS COMPANY NEEDS TO BE SUED OUT OF EXISTENCE.

17 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 22, 2021

We have (unfortunately) been customers of Carrington for 6 years, for a rental property that we have. And everytime we have to have any communication with them, it's nothing but frustration. Customer service is literally the worst I've ever had to deal with. Avoid this company at all costs. They still require SNAIL MAIL AND FAX for communication and documentation. In 2021, in COVID times, you have to request by phone and then WAIT 3 days or more for documents to be mailed to you if you don't have a freaking fax machine (like normal people, who use email and online portals). It's like stepping back in time to 1995.

This last time when I was informed that I had to wait 3 days for them to put said document in the mail, even though I'm on a serious time crunch, the rep was unapologetic and rude, made no effort to help speed things along or find another solution. Which is their way. They don't give a flying crap about their customers. We'll be leaving Carrington soon, just to rid ourselves of this company, I will gladly pay a higher interest rate somewhere else.

17 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 15, 2021

I did not select this mortgage company. My mortgage loan was sold from Chase Bank. I have been on a automatic payment withdrawal for the life of this loan, over 11 years. I also pay an extra payment each month. I updated my account to have more withdrawn to pay off this loan even faster. As a result of making a change the automatic payment skipped a month, unbeknownst to me. I find out through American Express credit monitoring service. That Carrington has reported a missing payment. I call Carrington and the lack of professionalism and knowledge is just flooring. They tell me I have a credit because off my extra payment, but I also have a missing payment. What logic does that make? When I increased the automatic payment there is no notification that tells you to make a payment incase the payment skips... the worse part is I asked about being notified. Why didn't anyone call me.

The rep said, "The computer called you twice but you didn't answer." I ask why there was not voicemail and the rep says, "We don't leave a voicemail .." So am I suppose to know whose number is calling me unknown??? I know that every company has its pros and cons but this company is just horrific to deal with.. As a consumer who has paid their mortgage in an accelerated fashion it's kind boggling to me. There are people who have missed payments and there was no reporting to the credit agency. I have an error 1 time in 11 years and look at the mess. I am now searching to refinance with another company as I don't want to give Carrington anything extra!!!! If you have a choice there are too many great companies to choose from. Stay away from this one!!!! However if you are okay with Mediocrity and No customer Service, Go with Carrington.

18 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 14, 2021

I am set for bi-monthly payments, 1st and 15th of every month. I keep getting harassing letters from them saying my full payment hasn’t been received and I’ll be charged a late fee. Rep says she can’t stop the letters even though I pay bi monthly. This stresses me out, their system should recognize the payments (I never had this issue with my previous mortgage company). I shouldn’t get a letter every month saying my payments are late and I’m getting charged late fees when that’s not true.

14 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: July 7, 2021

I have been in the process of refinancing our Mortgage with Carrington. In so doing, I have come to work with an outstanding gentleman by the name of Zane **. Zane has been wonderful. He has been extremely helpful and takes whatever time is necessary to ensure we understand the entire process and all of our options. Any company should count itself fortunate to have him and customers can look forward to the very best of service.

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Rated with 5 stars
Verified Reviewer
Original review: July 2, 2021

Dawn ** is keeping me updated on everything going on with refinancing my home. She Is being very helpful during this process seeing as how it's my first time refinancing. The holiday weekend is coming up (4th of July) and has offered her assistance if I have any questions even during the holiday weekend. Not many people would offer that help. To me that is exceptional service.

2 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: June 25, 2021

After closing a refinance at the beginning of the year Carrington Mortgage Services, LLC began charging me additional fees (late fees, and online payment fees), although my account has been set up on AUTOPAY with Carrington for years. When I contacted Carrington to address the issues they (DOUBLE BILLED MY MORTGAGE FOR THE MONTH) in retaliation. I have NEVER made a payment late because of autopay. I filed a complaint with (CFPB) Consumer Financial Protection Bureau because Carrington stopped returning my calls and refused to respond to my emails.

19 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: June 10, 2021

My mortgage was Carrington by Chase in middle of a deferment. They refused to honor agreement with chase that skipped payments were just added to end of term. Basically repayment paused and restart like those 6 months never happened. Hired an attorney, had to give authorization to speak to my legal counsel multiple times as they are inept in keeping records or simply unable to read. I ended up paying 11 months of payments at one time to avoid their asinine and utterly ridiculous loan modification. They were wanting nearly 5k of my equity (increase loans by approx 5k) and to add 30+ months to my loan term to make up for 6 deferred payments at that time.

It took 4 months to get info to attorney to be verified to make sure my current balance they claimed was correct. Now they are trying to foreclose over 2 skipped payments even though I have a USDA rural development loan and still covered by cares act. You see the name carrington or any of their dozens of other dba names run, run, run. They are unscrupulous, immoral, unethical. Their employees have little ability to comprehend. Worst company I’ve ever dealt with.

17 people found this review helpful
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Carrington Mortgage Services Company Information

Company Name:
Carrington Mortgage Services
Website:
carringtonms.com