Carrington Mortgage Services

I recommended this mortgage broker after a phone conversation with loan officer John Csoka. He assured me that he could work with Clients like mine who did not have a great credit score credit.
My client submitted her initial documents in May. My client went under contract in early June. The file did not go to underwriting until September and did not go to settlement until early November. The loan officer sat on the file for almost a month and had no communications with my client as to what the delay was. He only ever communicated with her at her prompting and always at the end of the work day. I once asked him to call me when he got a chance and he emailed me back and said, no, YOU call ME. It turned out that he was sitting on the file because he said her pay stubs showed she made more money than she was claiming. The trouble was he was calculating her income by the month versus basing it on 26 pay periods in a year. Even though both my client and I explained it to him in detail, he still insisted that he needed something else from my client’s payroll department explaining the math. This caused an unnecessary delay and cause a rift between my client and the loan officer and myself and the loan officer. The original loan officer was so unprofessional about it that he became petulant and hung up on me after I said it was a simple math problem and because he was fixated on his calculations, which were in error, he was causing an unnecessary delay.
After saying I would no longer work with the original loan officer, the manager took over but it didn’t go any faster. Come to find out, the manager actually had not really taken over, he simply was acting as the middleman between the previous loan officer and us. The condo questionnaire wasn’t ordered until very late and I was asked if I would pay for it. This is always a lender’s responsibility, and they acted as if I was putting them out because the manager had to personally go over to the condo association and request it and pay for it.
At one point my client, tired of resubmitting documents, decided to pull out of the deal altogether and cancel her application. However, it was resurrected on the same day and we were told we wouldn’t have to start all over. We maybe lost a day on that but no more than that and it was still before the new TRID rules took effect. Even so, they tried to justify more delays because of this. It still took well over 30 days after receiving short sale approval to close this loan. I once had a settlement that took place 4 days after receiving
The underwriters overlooked obvious things in the file and asked for documents that had been submitted more than once. And in a very odd situation, the loan officers almost never called or had any contact with us before 430 or 5 PM in the afternoon requests to them asking them to call us were met with responses that dictated that we call them.
Carrington eventually gave her a credit of a few thousand dollars, but it was the least they could do. However, I’ve never seen such poor customer service in all my life.