Newrez LLC - Coppell, Texas

Lindalenda W.

I had a terrible experience once Newrez took over my mortgage. I decided to accelerate my payments to not have to deal with them any more. Best decision ever and I wouldn't recommend them to my most annoying neighbor nor worst enemy. They even bungled my change in insurance carriers despite me giving them 60 days notice of the change and providing all of the information of the new policy. They refunded my insurance premium and the check couldn't be deposited due to their error.

Edited: I wished they cared as much about their customers as they do about their Google reviews!!

David S.

Alex is absolutely the best. He made buying a new home seamless and easy. His knowledge was exceptional. His communication was constant throughout the process unlike many of the “big Banks” who see a number only. I can’t recommend New Rez and Caliber enough. I’m giving 5 stars only because 5 thousand stars isn’t an option. Call Alex for your new home purchase. You will be very glad you did.

Lyle L.

This company bought some loans and we've had 6 problems in three months. First they didn't pay taxes on money they've collected in escrow. When I finally got hold of someone, they were clueless. I was bounced around 4 times!! Most recently, they 'threatened' to add insurance even though we have insurance and have had for a long time. They have the information since they are listed with our insurance company. I tried to contact them...it took 10 minutes just to get through their automated system to the 'insurance' service center only to have it ask to give me a call back. It's been over two hours and still no word from this company...this is ridiculous. This company lacks customer service.
UPDATE: They never called me back. I had to go through another 15 minutes to get through their IVR to talk to someone!
Then, we had a follow up email sent in another system that I had to register telling me it was resolved, but did not say the same thing the representative told me. AND, this new system I had to sign in to and create an additional account would not let me reply in the system. They said if I wanted to reply, I had to start all over and fill out a form that says it could take them 30 days to reply! This company lacks communication.

Curry N.

This company arbitrarily applied lender enforced insurance against my account because of a clerical error from my State Farm insurance agent who uploaded a form using my middle name instead of my first name.

We have attempted to address this error by uploading the corrected declaration form now for a month It is impossible to reach a person who can actually assist and stay on the phone to verify the form has been uploaded, we sent one to two different email addresses that they recommended, Plus sent to a fax number they gave me and emailed two copies of the declaration To two different live agents while, Only for me to check time and time again to verify that they have it updated because they say it takes three business days before they can see it. They tell me to call back in three business days and when I do, there’s no evidence of the form over and over again meanwhile I’m being charged nearly $900 a month more than I was under my original mortgage while I am also paying full insurance rates to State Farm as my insurance has never lapsed in 25 years

Few people have a choice with who services their loan but if you can avoid them at all, avoid new rez like the plague.

Carlos D. L. G.

Absolutely terrible. Every single month I have to spend hours trying to figure out why my payments are not going through on their website. Their system is awful and continues to cancel auto-pay. They will also try to charge you late fees on top of that claiming that it is your fault... Please sell my loan to a reputable company. I cannot believe you are allowed to stay in business

Lauren W.

Great experience working with Shawn! He was very informative and helpful throughout the whole process. He provided great communication and support and I was very happy to have worked with him.

Yalonda G.

Update: This company is crap. They took over my loan and can't seem to get it together. The review person tell you to call customer service who does nothing.
Previous: I did not want to leave a bad review but this company took over my mortgage and the experience has been horrible. I move my homeowners insurance in Oct 24, it is now Feb 25 and they still don't have my account up to date. I've called company couple of times, my insurance has sent over info, and I personally sent email with info and still not updated. Spoke to a supervisor and ask for a follow up when things were resolved and it's been crickets, no response. Terrible experience for new client

Snehal V.

Very bad customer expereince. I don't know why these guys have good reviews on Google but they are one of the worst people I ever dealt with. Everytime I call the customer service the wait time is more than 30-45 minutes and when you finally talk to an expert they mostly don't have the information you are looking for or they will simply tell you that the company will reach out to via mail. The mail arrives after 30-60 days and it vaguely responds to your query. Then again you will call the customer service to repeat the above cycle without any resolution.