Carrington Mortgage Services Reviews

I was charged a late fee of $70 on an underpayment of $66 when I misplaced my mortgage statement. I paid from an older bill which showed an incorrect amount as my payment had gone up and I forgot about the increase. We have never been late or short before and they would not waive the late fee. First time I asked, they refused but never called me back after saying they would look into it. Tried again 2 months later and was refused because they followed their policy. Basically took advantage of a senior that was never offered and forgot to ask for a waiver. Terrible and unsatisfactory customer service. I would not do business with them.

Marine Corps Veteran. Carrington Mortgage put me on a forbearance agreement from 8/1/2023 to 12/31/2023. I contacted them prior to the end of the forbearance agreement and told them I needed a few more months and if they can extend my forbearance agreement another 3 to 4 months would be greatly appreciated. Not did they not extend it another 3 to for months, but they wanted me to sign a loan modification taking my payment from $3600 to $6000 a month. How is that helping me out? How's that helping my daughter out?

Recently my loan was transferred from my troublesome, dishonest lender to Carrington. I can't believe how well I am being treated even though I am behind on my mortgage. My main contact at Carrington has been Catalina **. She has been very patient with me and more than helpful. Her knowledge is expansive. She sent me paperwork for me to fill out to help me save my home. She has also answered any questions I have asked her. I get the feeling that Carrington has integrity. I didn't realize lenders could actually care. My last lender offered me no help at all. I look forward to my future with Carrington and Catalina.

I recently used Carrington Mortgage Services. Each step of the way I encountered professional and knowledgeable people. Throughout the loan process Jennifer ** was very prompt with answers to my questions. My memory isn't always the best and I can worry about missing details, so I appreciate Jennifer's patience and professionalism. Our loan process went through just fine, but later I encountered a probIem with a financial institution and was unsure how to resolve it. Although the issue didn’t occur because of any error by Carrington, I was totally lost and read thru all the previous emails looking for a person to reach out to. I don't think the problem was something Jennifer ** normally deals with, but I had confidence she wouldn't turn me away.

Your Best Catch Recommendation: He was friendly, kind, professional and knowledgeable in providing me with the information and help I needed. He is truly a beautiful asset to Carrington's workforce. His position is Sr. Loan Officer. I felt as though I am a valued customer.

Your Best Catch Recommendation: When everything seems to have gone wrong and I was directed to someone whom seemed to make everything right and manageable and achievable. That is absolutely amazing. To be pulled from stress and high anxiety within a matter of minutes. Just by speaking to a person whom you have never spoken with before, and to have such an amazing trust and friendship like feeling towards this person...well I cannot explain it., can you? Ms. Pamela did and said everything so perfectly, so kind and considerable that she just totally changed my day and all of my poor thought patterns. Pamela ** handled this business as if it were her very own. And as if she could not let this multimillion dollar client slip through her fingers., But it was only me! A person with big problems, who did not know how to solve them.

Bank of America sold my loan to Carrington after agreeing to defer my payments. Since that time I filed for bankruptcy and Carrington has been unwillingly to work with my attorney on a fair plan to settle the balance on my remaining mortgage (30k). They keep filing objections to payment plans with the court. It has been a nightmare. I am trying to do the right thing and pay off my debt vs having it just written off, but they are trying to take my house instead of working on paying the remaining balance of $30k.

My husband and I closed on our refinance loan with Carrington mortgage on June 16, 2023. Billie ** was the loan officer that assisted us. To my surprise she was absolutely amazing. She was kind, knowledgeable, patient and professional. She guided us patiently through each step of the process. My husband and I are middle aged people with very little understanding of the refinance process, so we had many questions and at times requested an answer to some of the same questions. Needless to say, we called her a lot!. At times I was thinking she has to be tired of us calling her. But if she was, you would have never known it. She always made us feel like we weren’t random customers but actual family members that she enjoyed talking to. She’s amazing! Here’s her information if you’re in the market for a mortgage loan. Billie Shay **.

Mostly one lie after another. Said we wouldn't have to pay mortgage ins anymore after 20% of loan was paid. LIE! No cost to refinance. LIE! Doesn't apply payments as requested on payment coupon. They have been a nightmare since our loan originated. Customer service is terrible. I have literally spent hours on the phone without satisfaction and got screwed in the end. Now loan is paid off thank goodness, so they have no reason to right their wrongs or be concerned about customer satisfaction!

Matthew was very courteous, helpful, informative and polite during the whole refinancing process!! He called and suggested ways to help save us some money monthly and we are very grateful!!! He helped us save $700 a month.

I was assigned a Senior Loan Processor who was pleasant and answered all of my questions in a timely manner. Carrington Mortgage makes the loan process very easy and value their customers. Well done - thank you!

It wasn't necessarily the knowledge provided it was the compassion and comfort that associate made me feel. I've been in a rough spot the last two years and was terrified I was going to lose my home. Mind you I'm a mother of 6 kids, 3 of which are under the age of 3! However, Tiffany made dealing with my loan so easy and understandable. Honestly, I couldn't have spoke to her at a better time. She is amazing.

My mortgage was sold to this awful company recently. It has been nothing short of a nightmare! They did an escrow analysis when my loan came over. They doubled my taxes in error, which caused my monthly payment to increase by $600. I have now called 13 times with no resolve. I have never been treated so bad, and had such poor service by ANY company!!!! I would go anywhere but here for your mortgage needs.

On November 14th, 2022, I received a letter from Veteran's United informing me that my mortgage will be transferred to Carrington Mortgage Services. Twice a week since then I have tried to set up my online access to my account. Every time I am able to verify my identity. Then, after I am prompted to set up a username and security questions, I am met with a screen that says either "Our services are not available at this time" or "request blocked." Every week after the failed attempt to set up my online access I call customer service and I am simply told that I should try again next week. Well, I have "tried again" now TWELVE times and I am still unable to access my account online.

I have been trying to get a loan modification since the beginning if the year and now we are in December. I cannot even tell you how many times I have had to resubmit my notarized packet for one ridiculous reason after another. The first time it was returned to me for “using white out” that never happened. I don’t even own white out and I am smart enough to know not to use it on official paperwork. The second time it was because I am married and my husband's name had to be added. Ok, this should have been said with the first packet. And as the tear went on the packets contained to get returned for one ridiculous reason after another.

We submitted our application for assistance and were unsure if it had been received and if anything else was needed. I contacted Carrington Mortgage and spoke with Lynn. She was accommodating and informative. There were some additional documents required and she explained this request thoroughly. We resubmitted the application for assistance and Lynn responded with a follow-up. She has excellent customer service skills and is always professional in her communications with us.

There was some confusion due to personnel changes. Once I began working with Stacey, everything ran very smoothly. It was easy to communicate with Stacey & receive prompt updates. Stacey was fantastic, don't lose her!

Jeff is the best of the best! He kept me updated on every step of my refinance and even when we hit a massive roadblock, he was there through it all. He's thorough, easy to speak to and understands the process and how stressful it is for the borrower. I can't sing his praises enough! Carrington has a great employee and he deserves all the recognition of being the best representative for your company!

I can't say enough about the professionalism, knowledge and excellent customer service Tom gave me. I truly appreciate Tom listening to me and assisting me in my time of need and giving me a peace of mind and hope. Tom's customer service is excellent! I can't thank him enough. God bless you Tom in all you do.

My mortgage was transferred to Carrington March 2022 and I've had difficulties with this company ever since. Not only did I not receive any notification of the transfer, I didn't receive statements or other notices of my bill with them. My first notification from Carrington was after my prior lender stopped forwarding my payments that I had on auto pay through my bank and a notice to foreclose. I called to correct the issue and address the late fees assessed. I was told before the fees could be waived my account had to be brought current. I was also told Carrington's policy requires customers to submit a written request by fax or mail.

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.

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.

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.

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.

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.

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.

John was assigned as my loan officer after a difficult and challenging 3 months trying to refinance my loan. John was familiar with the unconventional loan/deed issues that were occurring. After reaching out to me initially to start a new loan application John provided a smooth path through my refinance process. He was always professional, knowledgeable, patient with my many questions and lack of understanding the refinance process. He was available and provided prompt responses to my calls and emails. I will definitely rate John as a 10 on your customer service survey and nominate him as a Best Catch! Thank you John!!

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.

I contacted Carrington Mortgage Services to refinance my existing loan, upon calling I was connected to a loan officer, Ben **. He made the process so easy and so smooth. I highly recommend Ben as your loan officer. Ben was very professional, knowledgeable, kind and responsive. It was an absolute pleasure to work with Ben and the loan processor Julie **, who finalized all the paperwork in a timely manner. I was very happy with her help as well. I would refer all my family and friends for any mortgage services they made need. Very satisfied client. To Ben and Julie, It was a pleasure doing business with you! I have been so impressed by your thoroughness, detail and consideration. I appreciate everything you’ve done for my family and I. Thank you again for such a great experience.

The past 19 months have been very difficult for me (COVID/medical issues) and I got behind in my mortgage payments. I was recently granted a forbearance for my mortgage and I called to see if there was anything that I needed to do and to say "Thank You!" From the moment that Belinda answered the phone I felt like I was a person and not just a loan number. She was bright and cheerful and professional in everything that she did. Belinda explained everything regarding my situation and made certain that she answered any questions that I had. I was so relieved by the end of the conversation that I became tearful (but they were tears of relief and happiness). Belinda treated me with respect and dignity. She is a true credit to your company and I look forward to working with her.