The overall reputation of Better, as derived from the provided customer reviews, appears to be mixed. While some reviewers have praised the company for its transparency, competitive rates, and seamless online transactions, others have faced significant challenges. Notable issues include poor communication, lack of familiarity with local laws, and inefficient handling of documents. Positive experiences with supportive loan officers and efficient online processes were overshadowed by instances of unresponsiveness, mistakes affecting insurance coverage, and additional expenses incurred due to the company's mistakes. There is a notable occurrence of negative experiences tied to the mortgage process's end stages, with customers citing repeated documentation requests, and unclear and unhelpful customer service leading to delays and frustration.
Certain customer feedback highlights the positive aspects of Better, noting the company's transparency in rates and fees, which customers found competitive compared with other lenders. The streamlined online process of Better, including the user-friendliness of the website, has been appreciated by tech-savvy customers and those appreciating the convenience. A number of customers reported a smooth closing process, provided satisfaction with how issues were rectified when raised, and applauded the knowledgeable and accommodating loan officers for their assistance throughout the mortgage application. Customers who have had positive experiences emphasize the company's ability to provide clarity during the mortgage process and its efficiency in facilitating quick closing times.
Negative aspects of Better's services, as mentioned in the customer feedback, are centered primarily around poor communication and process management. Several customers cited instances of unresponsiveness, errors in handling personal information which led to potential insurance coverage issues, and a lack of knowledge about local laws that resulted in additional costs and jeopardized closings. Additionally, there is feedback suggesting that certain staff members lack the expertise required to answer questions appropriately, leading customers to seek other mortgage companies after experiencing significant delays and setbacks. The systematic request for repeated documentation and the perceived lack of human interaction were pointed out as pain points, indicating process inefficiencies and a lack of personalized customer service.
Some reviews suggest that Better may not always be fully informed about the specifics of local real estate laws, which has led to difficulties and additional costs during the closing process. It's advisable for customers to ensure that any lender they work with is well-versed in their state's laws and requirements.
Customer experiences with Better's service and communication seem to vary. While some customers reported a seamless and communicative experience, others were frustrated by unresponsiveness and lack of clear guidance. Prospective customers should be prepared to be proactive in seeking out communication and confirming that all details are handled correctly.
Many customers have noted that Better offers competitive rates and fees compared to other lenders. It has been highlighted in some reviews that Better's transparency in this regard has been a positive aspect of their service. However, it's always recommended to shop around for the best mortgage rates and services that suit your needs.
Better Mortgage is a direct lender dedicated to providing a simple, transparent online mortgage experience backed by superior customer support. From our offices in New York City, we're using technology to change the way people finance their homes, for the better.
