Chyara P.
Let down
My family chose to work with UpEquity to purchase our new home. Initially, I was skeptical, but after speaking with their representative, I felt reassured that they would support us financially and coordinate with the lender, allowing us to focus on selling our current home and handling other important details. Their promise gave us hope, and we decided to place our trust in them. Unfortunately, communication fell short. I received constant calls from the lender due to a lack of coordination from UpEquity. When I reached out to confirm that everything was in place, the lender was hearing about UpEquity’s involvement in our home purchase for the first time. This was both surprising and frustrating, as we had trusted them to manage this aspect smoothly. As the closing date approached, I followed up with UpEquity to ensure that all necessary documents had been sent to the lender and that the wire transfer would be completed on time. I was assured that everything was on track. However, I later had to personally send the lender signed documents from my own inbox because there was nothing on file. Three days before closing, I reached out again and was told the documents had been scanned and that the transfer was still on schedule. The day before closing, the lender contacted me to confirm numbers. When I reached out to legal to verify the transfer, I discovered that the wire had never been received. UpEquity assured me that the transfer was in process and would show up on the day of closing. However, when I arrived at the closing appointment, the wire was still missing. After multiple attempts to reach UpEquity, we were finally informed that the transfer had never been made. Instead of taking responsibility, they blamed their legal team for a delay they had been aware of for days. At that point, we felt completely betrayed, misled, and deeply frustrated. Eventually, the VP of Customer Service called to apologize and assured us that the wire would be sent that same day, which it was. While I appreciate the apology, I still believe UpEquity should have done more to rectify the emotional stress and additional work we had to take on—work that was supposed to be handled as part of the services we paid for. I truly hope UpEquity takes this feedback to heart and makes significant improvements in communication and follow-through. Buying a home is already a stressful process, and no family should have to experience the level of uncertainty and last-minute scrambling that we did.