Planet Home Lending, LLC Riverside Dr, Irving

Planet Home Lending, LLC Reviews

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  J C
  1

  Worst Mortgage Company, our house was hit by a natural disaster . The insurance send the check to fix our house and Planet home Lending kept the check for 2 weeks after it was cashed . They clearly kept the money to profit from it by using it in their investments. While my family was stranded in a temporary housing , they didn’t care about our house , and they also wanted their mortgage payment every month even though we were not in the house . No help what so ever was offer to us . As a veteran is sad to see no help in hard times . After 5 years with them never missed a payment is time to refinance and move. Stay away from this corporations that only wants to profit at any cost not caring about families .

  Response from the owner

  Thank you for taking the time to share your experience. We would welcome the chance to speak with you about the situation. Would you please email your contact information to [email protected], so we can escalate this to a supervisor?

• M

  Montana Rachels
  2

  This company has a well maintained, easy to navigate, user friendly website. Their 3rd party party reps for various departments are usually pleasant and decently knowledgeable in assisting customers through their needs and questions. Same can be said for the floor supervisors. However, the first line account reps are anything but. I have not encountered another company in this industry who's first line reps are so frustratingly ignorant or who are so poorly adapted to front line customer service. I've had a number of upheavals in my personal life that have commanded potentially restructuring my finances so that I don't wind up destitute. I like to be proactive and know what my options are before a situation gets out of hand. I also like to be upfront with my creditors about any potential problems so that we can work together to reach the best possible outcome for both parties. All that is to say that when I have needed too contact this company any time this year. The people assigned to my call have been rude, manipulative, and in some cases just point blank lied in what I'm assuming is an attempt to cover their general lack of knowledge/skills needed to perform their job. And while I understand being new to a position, or just not being the best at something, the proper way to navigate a situation where you come up lacking is to state that you're not familiar with how to fulfill a request or answer a question, but that you can direct the customer to someone who may be better able to assist. Not get hyper defensive and lash out. Not gaslight the customer. And don't waste everyone's time with cyclical attempts to stall out/dominate a non-productive conversation. For these reasons alone, I would advise any VA loan seekers to look elsewhere for a lender. And if you happen to have the misfortune of having your loan transferred to this company by the original lender, refinance elsewhere as soon as possible. For most folks, their home mortgage is one of the single biggest assets and financial vehicles they have. It should be exciting or at least safe to discuss trouble shooting, growth options, advise, and resources. Not a nightmare.

  Response from the owner

  Thank you for taking the time to share your experience. We would welcome the chance to speak with you about the situation. Would you please email your contact information to [email protected] so we can escalate this to a supervisor?

• S

  Sharon Sigler
  1

  Worst experience ever. I have faxed over documents showing I have homestead exemption and senior freeze. They are raising my escrow saying they dont have that. Everytime I call the tax department after going through the worst auto attendant ever a guy with heavy accent that I cant year because volume drops puts me on hold and call drops. two weeks later now they are showing I am tax exempt which I am not and mailed a substantial check to me. I just want it fixed. Called 3 times today one transfer got recording saying call cant be connected. 2nd time sent me to dead air space. 3rd time line volume was so low I could not hear asked agent to call me back so we could have a good line. He said ok but big surprised no call back. This is the worst company I have ever had to deal with. Just want the correct payment amount showing I have homestead exemption.

  Response from the owner

  Planet Home Lending strives to provide excellent customer service and we're sorry to hear we were unable to do so for you. We will share your experience with leadership so that we can improve our servicing process for future customers.

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  Shane Donahue
  1

  After my loan was sold(involuntarily of course) to PH Lending, they raised my mortgage rate by almost 200$ per month due to lack of escrow. Please someone explain to me how that is my problem. I tried to drop PMI after my house value went up over 30% and they straight refused. When I call them the first thing they said is "This is an attempt to collect a debt" even though I am not late on payments. So this is a debt collection company? What a joke The most important part. Neither the customer service rep or the supervisor has heard of Real Estate Settlement Procedures Act (RESPA) Very concerning.

  Response from the owner

  Thank you for letting us know your frustration with us. We'd love to hear more. Would you please send your contact information to [email protected]? Someone will reach out to you asap.

• D

  David Esteras
  5

  I want to thank Jessie Durban recruiter at Planet home lending, she was excellent fast and responsive even helped me get my 2nd interview after I kinda messed up on the 1st. I am getting hired by planet thanks to her..

  Response from the owner

  Thanks for sharing that positive feedback and welcome to Planet!

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  David Aguilar
  5

  Jay was very knowledgeable and very patient. He worked very hard on every deadline and when anything came up, he would call us and keep us informed of every move. He showed compassion kindness and honesty. There was times on weekends or late nights that he would contact us to keep us updated. We are first time home owners and he made this process very positive for us. I am going to recommend everyone I know to Jay when purchasing a home. We are grateful! Thank you Jay!

  Response from the owner

  Thanks for the kind words, David! Planet and I are committed to great customer service and are so glad your experience was a positive one! I very much appreciate that you took the time to tell others. My team and I look forward to having the opportunity to work with you in the future. – Jay

• R

  Rod Wariner
  1

  We changed insurance carriers and received a refund check for escrow. I deposited the check into my checking and called PHL to return them the insurance check $ to my escrow. 1st call was to customer service, got transferred to insurance, totally understandable. Insurance said they couldn’t take my payment so they told me to call customer service. needless to say, we were transferred 8 times! I just wanted to make a payment! Wasted over an hour on the phone being transferred back and forth with no one wanting to take my $. I asked for a supervisor @ least 3 times, never got anyone who had an ounce of brain cells or sympathy for how many times I was shuffled from 1 person to the next. I think we finally got the payment drafted .. but who knows? Then I asked for them to do an escrow analysis since our new insurance companys premium was a considerable amount LESS. I was then told they would need to transfer me to someone else to help me with that… for the 9th TRANSFER! I said forget it. I give up… if you want a mortgage company that is run with good customer service, PHL is NOT the 1.

  Response from the owner

  Thank you for letting us know of your concerns. Someone from Planet will reach out to you to discuss your individual situation.

• M

  Marcos Cordoba
  5

  I have made several home purchases and never had such an amazing experience, from the moment I contacted my Loan Officer, Henry Brandt, I felt safe and confident that I was getting the best transaction on the market. Henry and Caitlin answered all my questions and some of them more than three times, they responded to my emails or text in less than 2 hours, they were always available, polite and humble. From Sebastian, Maria, Holly and Marcos.. THANK YOU and your team for such an amazing experience in our purchase,

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  carmen cuningkin
  1

  I spoke with Holly, told her I was interested in qualifying for a mortgage. She encouraged me to apply, so I did. She calls back 3 days later after pulling the credit report and never even processed the application. On the application I had to log into my financial accounts, so they have access to everything. It makes me nervous and not to mention why pull my credit, if you are too busy to process applications.

• S

  Sean Sweeney
  2

  I am completely irritated with Planet Home Lending. Not only was my application and closing process riddled with mistakes and mismanagement, the subsequent loan servicing has also been mistake ridden.The processes throughout have been completely sloppy, careless, lazy, and not at all customer centric. The original loan process there were multiple mistakes. • Asking for multiples of the same document • Confusing accounts, and mixing up my different • Closing of my HELOC account that I did not intend to close. After the loan closing I have received four or more letters regarding insurance information request. Each of which I answered and took requested action. I even called and explained those documents had already been provided in the pre-close process. Each time after submission of insurance document, I received an email confirming. In that confirmation it indicated that someone would contact me if they had additional concerns. That did not happen – instead I received a letter indicating insurance had been placed. All of this because PHL internal departments cannot be bothered to coordinate their processes and documentation. I have had to spend a lot of additional time due to errors in the PHL processes – both pre-close and subsequent!

  Response from the owner

  We're sorry that your experience with us fell short of your expectations. Your feedback has been sent to senior leadership to investigate so we can continue to improve our processes.