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December 2023 by Elizabeth Long
Tried to just drop off mortgage papers for my fiancé, and wish he would’ve picked a bank with better customer service skills or people who know what they are doing in the Lobby. The one lady acted like she didn’t know what a loan was or mortgage and said I’d have to take a seat and the other lady would take care of me. I sat for over 10 minutes, at first I was patient because she was helping another customer, but then they got into many conversations that weren’t bank related, and trust me when I’ve been in customer service for years and understand that you have to build relationships with your customers especially in a bank setting, however, when you have a customer that’s waiting to just drop off paperwork that’s signed, etc… just to drop it off that’s it… and your sitting there having a full on conversation with the lady you’ve already helped, and I’m waiting that’s unprofessional and awful customer service. If it wasn’t for us liking our mortgage officer, I wouldn’t get a mortgage through you guys just from that experience and he’s had experiences just like it as well from this bank. Not to mention their interest rates should be illegal, I completely understand that interest rates have went up everywhere but someone with an excellent credit score and income and your charging over 100% in interest, I wouldn’t recommend getting a mortgage loan through this bank.
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August 2023 by John G.
BUYER BEWARE!!! I encourage you to not to do business with this company. They cost my wife and I our new home due to their incompetence! Day before closing we were told we needed more money down. We fixed that issue and had a new closing date. At 5pm on the new closing date we again were told there was an issue. Corrected that issue and we guaranteed to close the next day. We have not heard from them as to why we were unable to close. Now we are out our deposit! STAY AWAY!!!!
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June 2023 by V C
I emailed Mr. Pettrey about paying my loan off early. He provided outstanding service by responding to my email in a timely fashion and addressing all my questions. He also told me to contact him if I had any other questions. I am pleased to know that excellent customer servicestill exists at some banks. I would definitely recommend Mr .Pettrey to others, and I look forward to working with him again.
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August 2021 by Michael Yoder
I’d give it a zero star if possible. I worked with them 5+ years ago to purchase my home and it was great. Then in June 2020 I started a refinance process. I was patient in the whole process but I was delayed, lied to many many times, and given the runaround. When I finally threatened to go elsewhere 9 months later (yes, I waited that long) they finally got things moving and we closed 10 months after I submitted my information (with excellent credit). Don’t walk away from here, run away.
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April 2021 by Sara Jasinski
We refinanced our home mortgage with USBank, and I REGRET it!! I was patient when the initial process was slow because we were in the middle of the pandemic, but that should have been my first warning! After the work was finally done (it took about 3 months), then we were sent to a title agency that was not very professional (I had to ask the man working with us in a small enclosed room to put on a mask) and THEN they neglected to cut a check for our homeowners insurance, that I ended up having to pay AGAIN to keep our policy from being dropped. (Nationwide insurance, however, was great as we dealt with this issue.) THEN USBank did not pay our property tax and we had to call THEM and the city auditor to make sure they took care of what should be a BASIC part of the process when you refinance a loan. THEN our payment book was sent to us WEEKS after our first payment was due and we had to call and deal with late fees. THEN the amount we owed changed and again the payment book was weeks late. We paid the additional amount on February 25th, they did not apply the payment to our loan until March 23rd after we called twice to get it handled. THEN we continued to receive 3 additional notices so I called back on March 26th just to confirm that everything cleared, to have the pleasure of talking to the most miserable customer service person I have ever spoken to, who basically called me a liar (I would assume he was in Cincinnati based on the 513 area code). THIS HAS BEEN A DISASTER! I have bought a new home and or refinanced one 6 times in my life and have NEVER had issues like this! BEWARE... do not use USBANK for a home mortgage loan!
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April 2021 by Shellie Gyetvai
We have used Aaron Pettrey two times for our mortgage needs. Once for a mortgage loan and a second time refinancing. He is always very prompt in his responses to our phone calls and emails to answer our many questions. He is very professional and thorough during the entire loan process. We live in Tipp City and we were willing to travel to Gahanna for our closing because we did not want to use anyone other than Aaron. If necessary, we would definitely use Aaron again!
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November 2020 by Dean Fagan
FIND ANOTHER BANK!!!! We worked with Marc S. (SVP) to refinance our home. We provided all of our documentation and were approved for financing back in April. The last correspondence was in July from Marc that Vicki would be in touch to schedule our closing. We waited and waited but did not hear back. I started calling and leaving email messages but Marc would not get back to us after multiple attempts. I finally went over his head and reached out to his supervisor in Oct. 2020. It was then that Marc wrote back to me and said he emailed us in July but never heard back so he figured we did not want to move forward. There was no explanation as to why he had ghosted us for months and was completely unresponsive. I responded to his email in Oct. and said we still wanted to close and NO RESPONSE again. I can appreciate that the banking industry is busy with the low interest rates but this poor customer service is unacceptable and unprofessional!
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November 2020 by Dean F.
FIND ANOTHER BANK!!!! We worked with Marc S. (SVP) to refinance our home. We provided all of our documentation and were approved for financing back in April. The last correspondence was in July from Marc that Vicki would be in touch to schedule our closing. We waited and waited but did not hear back. I started calling and leaving email messages but Marc would not get back to us after multiple attempts. I finally went over his head and reached out to his supervisor in Oct. 2020. It was then that Marc wrote back to me and said he emailed us in July but never heard back so he figured we did not want to move forward. There was no explanation as to why he had ghosted us for months and was completely unresponsive. I responded to his email in Oct. and said we still wanted to close and NO RESPONSE again. I can appreciate that the banking industry is busy with the low interest rates but this poor customer service is unacceptable and unprofessional!
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July 2020 by Joseph Cellar
Sandra was wonderful. All of our questions and concerns were answered promptly and professionally. She worked hard to meet our demands, and also put us at ease through the entire process. We look forward to working with Union Savings Bank throughout the term of our mortgage.
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July 2020 by Peter Barr
Matt Thomason handled my refinance application and did an excellent job of keeping me in the loop at all times and resolving my concerns quickly and completely. My wife is disabled and when I requested that the closing be at our home, I was told by "Vicki" that such was not possible. Matt called the title company and the closing at our home was completed in 24 hours. Great service!
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July 2020 by Billy Akers
The refinancing with Marc stock was an easy process. I was able to complete all documents online from home and never had to physically visit the banking branch. Marc was very attentive and answered all questions that I had during the transaction.
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July 2020 by Dave Young
Worked with Matt Sarich to refinance. Was told that it should be 45 days. After 3 months, deal has not closed and all communication on his end has stopped. We agreed to a 30 fix @ 3.5% and at point where deal should be done, he wants to move me into ARM at higher rate(?). Stay away from this bank. They lack trust and integrity. If you can't do a deal because, then say so. Tied up too much time, money, and energy. Don't make the same mistake I did. Not good people to work with
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July 2020 by Cefcef Cefcef
I understand times are strange, but that is still no reason for not returning calls. I have now left 4 messages over the last couple weeks and not 1 returned phone call. This bank did not make escrow insurance payment and because nobody will return a call, I had to make a direct payment to avoid cancellation. To date, I still have not received a call, so I have no idea if this is ever going to be rectified. Pathetic customer service!REVISED - now 7 days later and I left 2 more messages AND STILL NO RETURN CALL. If I could give negative stars I would!
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July 2020 by Meredith Walker
Jeff Drerup was wonderful to work with when buying our first home. Very informative, and made the closing process a breeze. Would more than recommend working with Jeff for any buying or refinancing needs.
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June 2020 by Scott Blanchard
Dan was extremely helpful with our refinancing process. He was very prompt in responding to any questions we had, making it a simple process. I would highly recommend and use his services again.
