Shanner Janet – Homestreet

This is a follow up post from 2014…
Hands down, worst mortgage experience ever and it seems to be poorly managed from the top down. Really long story and months of wasted time that was escalated up to EVP Rose Marie David as a customer satisfaction issue that was only exacerbated. Mind you, I’m trying to buy a property or two per year so you would THINK they would want be as a client.
My nightmare story began with Janet Shanner which lacked professionalism, follow-​up, or ability to answer questions. I escalated to Jesse after giving her a couple of chances, even outlining specific details on where performance was falling short. Jesse tried to rectify the issue by letting her know and she gave it another attempt. I had asked for another agent but for some reason I still received Janet. We had one day where it seemed as if we could get this deal on track and she blew it. We scheduled a meeting and she missed it, by COB I e-​mailed her asking what happened? The story I was given was her sister getting physically abused (which was clearly too much info) but I felt like it was an excuse or a way to manipulate me to save the deal. I ended up lender shopping which pissed her off, but should it have been any surprise?
Now you’re probably wondering why I even let it go this far? Well, they had a portfolio product that sounded promising and financing for me is a bit more difficult since I’m a small business owner.
I ended up escalating to Rose Marie David and setup a call to further discuss options. Turns out she was 15 minutes late to our call with an excuse it was printed on her calendar, didn’t read all the case history, and started the call in a defensive manor without even understand the merits of the case. The net of the call, she would have someone else work with me.
Started working with V.P. and Branch Manager Mark DeWitt and truly hoped this was the guy to save the deal. Instead, he just seemed lackadaisical and sluggish to respond. After over a week of correspondence the original approval amount I was told was HALF of what I was told and even $ 100k lower than typical Frannie/​Freddie loan products; hence why I was looking for a portfolio product.
In summary:
1. They will waste your time (I did lose a deal over this… GRRRR…)
2. They over promise and under deliver
3. Have no concept of customer service
4. Lack professionalism and respect for their clients
In all fairness, Jesse did seemed the best out of the bunch but very unimpressed with the rest.
If only Unilocal would allow «0» stars…

Janet Shanner has assisted some of my clients in some of the biggest purchases of their lifetime with patience and professionalism. She guided them in the right direction where they needed direction. She definitely goes the extra mile when necessary! She can handle the client that needs a lot of help and the ones that can virtually do the loans themselves! A pleasure to deal with on all levels.