FIVE STAR MORTGAGE S Pecos Rd, Henderson

FIVE STAR MORTGAGE Reviews

• V

  Valarie M
  1

  My husband and I were the buyers (with my husband being the buying agent) of 4 investment properties and chose to employ the services of Brenton Van with 5 Star Mortgage. He had recently completed a refinance on our personal home, and despite it taking him twice as long as a refinance should take a broker to accomplish, we chose to give him the benefit of the doubt, and utilize his services for our investment purchases. Throughout the two and a half months we dealt with Brenton, we experienced innumerable aggravations, both personally and secondhand by all three of the selling agents we were working with, regarding Brentons mind-boggling lack of communication, disregard for timely professionalism, and an overall cavalier attitude towards customer service in general. Regardless, we chose to remain optimistic in our dealings with 5 Star Mortgage. Against our better judgment and recommendation from two of the selling agents to utilize a different mortgage company altogether, we chose to continue working with Brenton in hopes that he would live up to the 5 Star mantra of "Service is OUR specialty." This failed to materialize. Two and a half months had gone by since our contracts first went into effect, and the endless runaround we got from Brenton ultimately concluded with us losing two of the four condos, and Brenton stating that our "Financing has been extremely difficult, and we should just pick one or both (of the remaining two properties), and pay cash." While we did not appreciate receiving a message from him stating that, I find it grossly negligent that he failed to make those recommendation weeks or months prior to the expected close of escrow, before the earnest money deposit became irrevocable. Notwithstanding the $100 per day late fees that we began accruing on 9/18/2020. Brenton acknowledged in a text message that those late fees were due to his inadequate ability to get our deal to closing. He waited 75 days to admit to us that "Condos are too hard" of a loan for himself, or 5 Star Mortgage to accomplish. Regrettably, at that point, we were so deep into our loan deal, we still chose to attempt to stick it out with Brenton, despite further pressure from our two extremely displeased selling agents, to quit him, quit 5 Star, and go elsewhere. Nevertheless, we disregarded our better judgements, because we are nice people who wanted to believe in him, even though he gave us every reason not to. After a pointed exchange of displeasure in Brentons performance, he threatened to throw away our deal, despite all necessary documents being submitted to the underwriter for review and approval, and an estimated close of escrow date pending. (Bear in mind we had to extend close of escrow three times because of Brentons severe incapabilites.) Out of desperation and fear of losing our remaining two condos, we (unfruitfully) reached out to the 5 Star Mortgage branch Manager Roseann Shannon via email. She stated, and I quote; "I dont know why Brenton accepted these deals to begin with because condos are too hard." WE WERE 75 DAYS INTO OUR DEAL WHEN THIS STATEMENT WAS MADE TO US. Additionally, Roseann disclosed that she was also aware that the lender canceled our deals two business days prior to our ultimate falling out with Brenton! Why didn't they reveal this to us??!!! We nearly lost our two remaining condos and $7,000 in earnest money, while simultaneously racking up several $100 per day fines because of Brentons incompetence, and Roseann's lack of willingness to take control of the spiraling situation. It is an understatement to say we are, as well, EXTREMELY disappointed with 5 Star Mortgage, Brenton Van, Roseann Shannon, and their disgusting display of arrogance and lack of care for their customers.

  Response from the owner

  Valarie, I can only apologize Again about your experience last year with Brenton Van, and our Company. However, our records indicate the Review that you attached here and the other websites, did not occur as you described. For example, you indicated Brenton lacked communication and had a disregard for timely professionalism. If this was truly the case, I find it hard to believe that you chose to work with him again. According to you the refinance that was closed for your husband by Brenton and Five Star Mortgage, which you state took “twice as long as a refinance should take for a broker to accomplish.” – The application was submitted in July and we closed the loan at the end of August; hardly an unreasonable about of time during a “refi boom’ – with rates at historic lows. The purchases in question were for Investment Condo’s with your husband as both the borrower, and the Agent on the contracts, since he is a part-time Realtor. According to the processor and Brenton, conditions were requested and it took multiple days if not weeks for your husband to provide. I have the dates as follows: Loan Disclosures signed 8/03 – We had conditional approval on 8/13. – Docs requested – we received some but not all items. Requested again; and again, until your husband asked the processor to request an extension on the contract from the other agent. – which is his responsibility as the Buying Agent. On 9/04 – your husband indicated that you would be helping him with the transaction, as you were not a party to the transaction until this time. We needed HOA documents paid for, and requested on 09/04 – this did not get completed until 9/10. – we provided to the Lender 9/11 and received the final approval; with the only condition remaining “Reserves”, which your husband indicated he could not provide. When you contacted me personally prior to cancelling; I explained, as most realtors already know, that Condo financing can be kind of tricky. Between HOA ongoing Litigation and Investment ownership saturation in many Condo Complex’s in the city; they are “hard” to get financed. In spite of that, Brenton took on your husband’s files in an effort to provide the same service that he did for his refinance. When purchasing an investment property one of the requirements is to have 6 months of Payments in savings after we close (Reserves) – which ensures that you can make the payments in the event that you sustain a time of vacancy. WE did achieve approvals, but unfortunately, you could not perform on the condition for reserves, which had something to do with your husband’s full time business bank account, not being able to be used to complete the transactions. We pride ourselves on our reputation in the local community, and we have many great reviews on this site. I have spoken to you in the past, and would have welcomed another discussion, rather than responding to this factually incorrect review; publicly disclosing the actual events and reason for the incomplete transaction that you and your husband experienced. Sincerely, Roseann Shannon Broker/Owner

• K

  Kasandra Puentes
  5

  I just wanted to express how awesome it was to have Jessica Eiroa’s help. She was absolutely great in helping us get approved for a mortgage loan and was very attentive with getting all the paperwork done on time for our escrow date . I am so pleased with the service she gave us and for always answering every single question we had at all times . She’s amazing at what she does and I will definitely recommend her to every one who needs help on getting approved for a mortgage home . Thank you once again Jessica for being awesome and for all the help.

  Response from the owner

  Hi Kasandra! Congratulations!Thank you so much for taking the time to leave a review. We truly appreciate it. Also, we are so happy that you were able to work with Jessica, she is definitely one the best loan officers. We will be here for any of your future mortgage needs. Have a great day! :)

• R

  Rich V
  1

  If professionalism and customer care are qualities you're interested in, then Five Star mortgage may not be the lender for you. I have never seen such a blatant lack of respect or desire to help a customer as the service that has been provided by Chris Castillo. I have to wonder if they're interested in lending, as we entered into what feels like a battle against my client, raising their responsiblity threefold due to Five Star themselves causing an over NINETY DAYS delay in closing

  Response from the owner

  Dear Dickey, thanks for sharing your feedback. We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that the standard was not met in your interaction with our business. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers. We can’t fix the past but you have our personal commitment to improve the way our staff serves every customer. From our understanding this was an Oregon property, and from prior experiences the appraisals usually take longer there. Then of course, there were numerous issues with the property type, when originally it was disclosed as a single family residence but it was a manufactured home, which again resulted in the delay of the appraisal. We experienced a series of very rare circumstantial events during this transaction, which caused the process to delay. As a result, we did not meet the timeline. Again, we truly apologize for the inconvenience this has caused you as the real estate agent.

• R

  Renay McCabe
  5

  Chris is awesome! He always took the time to answer my questions and breakdown explanations if needed to better understand something. He helped with our initial mortgage and just recently helped us from making a big mistake with our refinance! Would definitely recommend talking with him!

  Response from the owner

  That is great to hear! Chris Casiello is one of my best Loan Officers. His team does a great job! Thank you for the input, we appreciate your business and referrals! "Service is Our Specialty"

• K

  Kristen Glenn
  5

  I used Roseann Shannon to close on my first home three years ago at the suggestion of my realtor. The close went well, quick and no issues. Last year when I wanted to fund a $70,000 pool and backyard renovation project, I called up Roseann again. Both her and her team worked diligently on a nightmare loan where both the contractor and the bank were unresponsive and difficult. She managed to push the loan through and I am weeks away from enjoying my fully renovated back yard. Her and her team went above and beyond to get my loan closed, I will definitely be using Five Star Mortgage if I ever purchase another home.

• G

  Glenn-Matthew Roybal
  5

  Good company! This company went above and beyond to help me get approved for my first home. My credit Score what is below average, was below average, when all the other mortgage companies turned me away 5 star mortgage didn’t. The other mortgage companies made me feel that getting home would be close to impossible, I about gave up when I stumbled upon 5 star mortgage. It took a little longer than expected, however they did an amazing job, and I am living in my very first financed home 🏡! I couldn’t be happier. I would recommend five star mortgage to anyone who wants a company that works for them. Thank you 5 star mortgage!

  Response from the owner

  Thank You!

• J

  Joey Petrazzulo
  5

  Five start has 2 mortgages for me over the years and now I’m working on my 3rd and wouldn’t think of going anywhere else. Roseann and her team make the home buying process so easy . I highly recommend them to anyone I known over the years buying or refinancing a home. Received only praise from the peso pile I’ve recommended.

  Response from the owner

  Thank you Joey for the Review!! I appreciate your continued business and referrals. As a leading Mortgage Broker in Henderson we strive to educate and help our clients get the best financing for their home purchase and their refinance needs! Let me know if I can help you or any of your friends and family!

• W

  Will Harris
  5

  Roseann and the Five Star Mortgage Team are outstanding. The entire process was painless and we closed on the new house on time and without a hitch.

  Response from the owner

  Congratulations on the new house Will Harris! We were honored you chose Five Star to assist you, and grateful for the kind words. RS

• L

  Laura Jebe
  5

  Heath Schneider has done dozens of loans for my clients over the years. I can always count on him to get their transactions closed efficiently and with zero drama. I highly recommend Five Star Mortgage.

  Response from the owner

  Hi Laura, Thank you so much for taking the time to leave this kind review. We truly appreciate you and your business. We are so happy that Heath has been able to provide such a great service for you over the years! He is very good at what he does and continues to strive to be the best! We are very lucky to work with people like you and we are here for any of your future mortgage needs.

• e

  elizabeth mckay
  5

  I have had three mortgage companies over my lifetime and this is my fourth. It is the first time using Five Star Mortgage company and I could not be more pleased with their service, professionalism and customer service. My mortgage officer was outstanding and went above and beyond for us. Would recommend this mortgage company to friends and family alike.

  Response from the owner

  Thank you for the Review! We want to be the Best Mortgage Broker in Henderson!!