Premium MortgageReviews of premiummortgage.com

They weren't the best at keeping me updated on the process. I had to initiate and call most of the time for updates.

It was of the option of many selling agents, buyers agents, and many individuals who were close to the Buffalo housing market, that my purchasing experience would be exponentially easier, due to the professionalism and expertise of Premium Mortgage. After finalizing my transaction and officially securing my closing date, it turns out that my aforementioned feedback, could not have been further from my actual experience. I was initially assigned a representative for PM (Premium Mortage), whom I had been working with for nearly six months previously and was delighted. We received great feedback, our approval letters were completed within a business day, and we were treated very fair. When we finally had an offer accepted, we filled out our initial application and that is when the wheels started to fall off. Now before I elaborate, please allow me to identify the type of buyer my wife and are: mid twenties, little debt, masters degrees, well paying jobs, no bankruptcies, foreclosures, barely a parking ticket between us, and a rather nice amount of money in the bank - sounds pretty easy right? We were married this past September and were fortunate to receive many gifts from our friends and family (this is the wheel falling part). Much of our money was moved around different accounts and invested or saved, so we had to not only obtain sworn statements from those who wrote the large gifts, but we had to provide a series of documents that tracked the path of the money from the day we deposited it to the day it sat in its final resting place. This was also true of large sums of money withdrawn from savings or from equities that were used to pay off wedding expenses. I understand tax returns, income, bank statements, retirement accounts, pay stubs, that is perfectly normal - 2008 taught us a ton about why these items are important. But some of the address verification, education verification, and job verification became tedious and at time insulting considering my wife's profession of Occupational Therapy. It is very difficult to work in a subaccute rehab facility with a high school diploma but alas, we also had to bring in her physical copy of her masters degree. I did not mind doing it the first time, but the third and fourth time became irritating, which brings me to my next point. Our original officer no longer participated in our process during the times we were getting this information, we were passed on to a new person who had no interest in calling out or meeting in person, but only communicating via email - our phantom officer. We would call the office at 5:05pm and he would be gone for the day. How do you expect to service working people who can actually afford to pay their mortgage, when you have officers who cut out immediately at 5pm? We would be summoned to the office multiple times to bring back the same articles of information that were already provided only to see them in our file right in front us. I had left my brand new position three times in one week to deliver papers or visit in person. My wife was told that an important document from her bank never arrived when it was sent four days prior, only to be told it miraculously appeared after proving that PM received it the day it was sent. There were too many instances of confusion, poor communication and dishonesty, not to mention condescending attitude from this officer to the point that I was ready to cancel the deal. The only reason that I did not cancel was because our seller had plans to move to Hong Kong and we were on an extremely tight time line. If it was not for her, M&T Bank would have had an additional product line from us. The crescendo to all of this was on the final day we met with our "officer" at PM. After reviewing all of the documents and getting it all organized, PM's officer let us know that we likely would not have needed the amount of information that we provided, given the sum of money in my wife's account, due to a sizable inheritance, therefore telling us that or many trips were an utter waste of time. Moral of the story is that at no point throughout our process after our initial officer (Paul Winterhalter, who should be canonized into sainthood after Father Baker), did we feel like a customer. In fact, throughout most of the process, we felt as if we were servicing PM. PM had nothing to do with us securing an offer - our real estate agent did as did our efforts towards the individual selling the home. There was a point in time where we were frustrated and were told a general manager by the name of Darlene Williams had reached out to us to gauge our feedback, yet we never and have never been reached out to. PM did not educate us and spoke to us as if we knew what they were talking about and often became frustrated when we were confused. I think we could have achieved the same interest rate and term at any other bank given what we were bringing to the table, and received a much better level of customer service and attitude. I'm sad to say that we had a poor experience and truly hope that PM takes a hard look at their professionalism, customer service, and integrity, and vows to improve their system.

I was told that I would be able to switch my loan over to them and was promised to be closed in 10 days as that was my deadline. That didn't happen obviously. Asked me for a lot more than the other bank did and didn't respond to emails or texts when questioning something. Also, I didn't even get the closing financials until a half hour before closing. I didn't even have time to review as I only had enough time to get to my bank to get a certified check and be at closing. I was actually 10 minutes late to the closing because of waiting on them.

To be very honest, I probably wouldn't get a mortgage through premium again. It seemed every time I would hand all my paperwork/files in that was needed, there all the sudden would be more things that popped up that was needed. I was first pre approved and then when it came down to getting the mortgage the representative from your company made a mistake and I was no longer approved. One of the things that really turned me away was your representative meliah, calling my personal bank, to request my personal information and bank statements without my consent. I do a lot of business with that bank and did not want them knowing I was getting a mortgage with another company. I actually got pulled aside from the manager at that bank to ask what was going on because of this incident. It was absolutely out of line. Not only do I do all my banking at this bank, my company maintains all the grounds at this bank. My information was also given to a insurance company to call me and give me an estimate for insurance, while beforehand I had already told meliah that I already had my insurance taken care of through my agent, who actually recommended premium to go to for my mortgage. It was kind of a slap in the face to him, when he heard that as well. I was asked to send over my credit card info for the appraisal, which I rushed home and filled out the paper with my info and sent it back, to find out I was charged at closing for the appraisal in my closing costs. When I questioned this they said we can't use credit cards for appraisals. Then why would you send me a file and ask for my credit card info? Overall I would not recommend anyone to this company for a mortgage and probably will take my business elsewhere in the future. I'm sorry to be so blunt about this, but I was very disappointed with this transaction.

Lack of communication from this company. We closed 11 days late even though I was pushing to close early. Not a great experience.

Was difficult to get a phone conversation. Emails were exchanged at 5:30pm... Nothing was done in a timely fashion. It was always something else they needed. Never was given a locked in rate when went to closing. Wasn't pleased. Just another number in their Rolodex.

My experience with Premium Mortgage was terrible! They are so unorganized, there was no follow up, and the communication was never clear and concise. What I also didn’t like is that I was dealing with the loan officer and the loan officer’s processor for the duration of the mortgage process. I met with the loan officer once to provide the documents needed to get pre-approved and after that when I did try to contact the loan officer she would say “I have to check with the processor”. Or some questions I had the processor couldn’t answer and referred me to contact the loan officer. I don’t like dealing with multiple people because that’s when there’s a higher risk of miscommunication which of course is what happened. Premium came across like they didn’t have enough staff to accommodate the volume of clients/customers. They were very slow, never followed up. I would have to reach out for a status every time at which point they would then request for additional information and/or documentation. On top of that, the additional information and/or documentation they needed I had already sent to them. That’s just how unorganized they are. I had to forward at least 4 to 5 emails. It was so frustrating! It’s things like that, that slows the process down even more. I definitely would not recommend getting your mortgage through Premium. I understand that buying a house is a process within itself. It can be long and tedious. I get that, I expected that, but being unorganized, not able to communicate very well or the lack of follow up has nothing to do with the process. That is just poor customer service PERIOD!

I realize my case was a bit more complicated than most, however, I made it a point to gather EVERY piece of information asked of me IMMEDIATELY to then email and fax and just wait to hear that it was the incorrect paperwork. When asked to produce paperwork in their office in person (at the last minute to make the deadline), it had been the EXACT paperwork I had faxed 2-3 times prior and WEEKS before! I still have all the paperwork and copies of the faxes and confirmations. I know I wasn't the only case they were working on, but when I make it a point to submit everything right away and don't get the same effort in return to ensure the project is complete ASAP, it is in fact disappointing. We went through this company only because it was recommended by the seller's realtor because they wanted a 30 day close. We were delayed by 2 weeks. Also, the day of the closing, the seller's side was not even aware they had an appointment to close. We got the house by the skin of my teeth and if I had not moved as quickly as I had, I think we would still be sitting and waiting.