Mortgage Lender
12276 San Jose Boulevard, Jacksonville
Mortgage LenderJacksonville 3.3 (20)
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Mortgage Lender in Northeast Florida
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My home caught fire in November. I've been working through the process of repairs. I contacted my lender, and they told me they didn't need anything from me. My insurance has been quick and supportive, and my contractors have been easy to navigate. The lender however, requires, in my opinion, an excess amount of processing time to receive checks, process claims, schedule inspections, and more so pay dispersement from the insurance check, mailed to them. I've now had to request a new check, because the policy doesn't require them to place tracking numbers on checks dispersed below 45K. Unless I go buy a shipping label, scan it and send it to them, for them to use. This has delayed my work for over a month now, and can't start until the check that was LOST IN THE MAIL, is cancelled and reissued. TLDR, talk to your lender about their claims process and in the event of an emergency, what you'll be required to do, what the process and processing times are, and how they'll be able to support you in a rough time. Because in my opinion, Planet Home Lending is not very supportive in this process at all.
Mortgage Lender
12276 San Jose Boulevard, Jacksonville
Mortgage Lender
8785 Perimeter Park Boulevard, Jacksonville
Our experience with Planet Home Lending during an insurance claim has been extremely frustrating and disappointing. Despite submitting all required documentation and insurance checks, there have been significant and ongoing delays in releasing funds needed to begin repairs. We have reached out multiple times and have been unable to get clear answers, timelines, or meaningful assistance from any representative. Customer service has been consistently lacking, especially given the urgency of the situation. Planet Home Lending has also communicated directly with our insurance provider, confirming the claim is valid and ready to move forward, yet they continue to delay disbursement and have indicated funds may be held even longer. We have made it clear that funds can be sent directly to the contractor, but even with that flexibility, no progress has been made. These delays are preventing necessary repairs and creating avoidable hardship. Overall, this has been a very disappointing experience with poor communication and lack of urgency.
Should be able to rate them 0 stars. From the onset they were weird when they bought my loan. Then when I tried to ask for payoff statement, they stonewalled and sent me on a run around. Finally eventually got it. Their customer service e-mail is not working. Their phone folks are all foreign and unhelpful. Once you pay off the loan they delete all your paperwork, and lock the portal. No contact, no information nothing. Worst mortgage company, stay FAR away if you can.
The customer service is horrible and unpleasant. I have had nothing but problems and bad attitudes and incompetent people playing with my money and livelihood. You ask to speak to a supervisor and they tell you, "let me escalate that" all for them to tell you that the "Supervisor" will call you back in 48 hours. Not only that, I am filing a complaint and need to be updated on the complaint and they tell you, you have to wait 5 days for them to look into and then "call them back". If I am making a complaint on what your employee did, isn't it your responsibility to call me back after you review what happened to let me know? I dont know when it's being reviewed and you don't send an email to let us know what has happened with the case? Shouldn't it be the responsibility of the company to call the customer back and let them know? This company is horrible and none of the employees know what they are doing. If you ever get a representative who does not speak the same language as you ALWAYS ask to speak to someone who is more English fluent. It is not about trying to condemn that person but in fact a PREFERENCE if you want things to be done correctly. I have had nothing but problem after problem with them. JOSE messed up my financials and now I am stuck paying for his mistake because Planet Home Lending does not want to do their job. DO NOT let them service your loan!!! I wish there was another company I could go to. I didn't even ask for this company, I was put with them.
Planet Home just bought our mortgage right after we had hurricane damage. They have been holding on to my insurance check for two months after the work has already been completed. This company is the worst that I have ever had to deal with. The work has been done. Insurance has paid out And all we are doing is waiting for our money that planet home is just holding on to for some reason. My contractor needs paid and it’s not fair That planet home has just not done their part. Avoid this company at all cost. To be fair, I doubt that it is this specific location, but I cannot leave a review on their headquarters.
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