Customer Reviews & Testimonials – Page 7
Providing unparalleled service to our customers is one of our highest priorities. After each loan closes, we ask our customers how we did and how we might be able to serve them better. Below you will see some of the responses we’ve gotten from real PennyMac customers.
"I appreciate PennyMac's professionalism and its efficient website."
Continue your excellent customer service
"I'm very satisfied with my services and I would just say please continue your excellent customer service. Thank you."
PennyMac goes above and beyond
"I feel PennyMac goes above and beyond. They have great customer service and treat each individual like they mean something to the company."
Things went so smoothly
"Carolina was fantastic!!! She was patient with me and my employer while waiting for employment records and creating workarounds when the records were unavailable. I believe she is the reason things went so smoothly. Cal was very informative, told me just what to expect and kept me from having any hidden expenses."
Always left me with peace of mind
"All went as described and within the time frame told to me. All else moved along smoothly with absolutely no obstacles to overcome. If anything, I may have been, at times, a bit too inquisitive as it seems home refinance paperwork has become so much more involved than when we had purchased our last home in 1992. However, Becky and Maria were very patient with me and always left me with peace of mind, knowing my account was in good hands. I would recommend PennyMac to anyone who knows me."
Simple and professional
"The entire process, from discussing our needs and asking questions to the processing of signatures and documents was handled in a simple and professional manner. I want to thank Ric and Kenia for a wonderful experience!"
Never made me feel like I was asking a silly question
"Laura Ker and Orlando Cassara were incredible. I cannot say enough great things about how easy they made the whole process. They were always very professional and welcoming and never made me feel like I was asking a silly question. They answered my emails very quickly and when needed would call me to help better explain the process or help with any issues I was having. They are an asset to your company and far exceeded my expectations for customer service."
Made this such an easy VA Refi
"Aaron Baca was completely and totally helpful, explaining everything in detail. He gave me all the choices I asked for, answered all of my questions/concerns and made this such an easy VA Refi, I never thought it could be that easy."
Great follow through and communication
"The entire team that serviced me during the process performed outstanding. Great follow through and communication during the process!"
Up-front and honest
"I have had many loans in my lifetime but none were as easy as this one was and none were as simple as this one. My Loan Officer was friendly and thorough and most of all, she was up-front and honest every step of the way. She is a credit to PennyMac and you should use her as a role model for all your Loan Officers. Never once did she come back to me telling me she needed something else as all other loan officers have done in past loans, she told me exactly what I needed and the steps for me to take throughout the short process. And let me say, this was the fastest loan I have ever gotten and for that I say 'THANK YOU' and a great big 'THANK YOU' for the Loan Processor that I had, she is GREAT!"
Painless with no surprises
"I cannot think of anything that would improve the experience we had during this refinance. Your representatives were all polite and attentive. It was painless with no surprises. Thank you."
"Your guideline for a loan was outstanding. As a veteran, thank you for looking out for us."
No confusion throughout this process
"I would absolutely recommend PennyMac, solely based on my experience with Shannon Bennett. Shannon was very friendly and it made our asking questions very easy. She explained everything clearly and efficiently, also updating frequently without bothering. We were left with no confusion throughout this process. I would recommend PennyMac to my friends/family, especially if I found she would be the one to assist."
Less stressed than I have ever been while financing my house
"Ed Vandervelde was upfront and forthright with all the information I asked for. Vanessa Duronslet did an amazing job in processing and keeping me in the loop about my loan. It's finance, there are always going to be hiccups along the way, I was less stressed than I have ever been while financing my house, thanks guys."
Exceeded my expectations
"This entire process exceeded my expectations. Thanks for a job well done!"
Everyone was more than helpful
"I have no complaints. From the moment I called I felt more than glad I chose this option. With my previous lender I was always shoved to this person and had to explain things over and over and getting nowhere except frustrated. Everyone was more than helpful that I talked with."
"This process was absolutely fantastic. My loan officer was so wonderful from the very first call! Very personable and very professional. Orlando kept me up to date with EVERYTHING that was happening. Gave me options. When we had to make a last-minute change, he was understanding and quick to get all of the paperwork back to me to sign and we actually closed a day earlier than he had originally anticipated even with that wrench thrown in there. Both Hector and Orlando were very knowledgeable and so wonderful to deal with. I have given their information as recommendations for a couple different people. I hope they have a great experience, just as I have."
5-star customer service
"We worked with Avo and Vera, both are amazing and great assets to your company. Our closing had its difficulties; with our real estate agent not being the best, us being first time home buyers, and our property being very rural. Both Avo and Vera did everything they could to keep us informed and comfortable through the complete process! I really want to say thank you to them for all the hard work that was put in. We received 5-star customer service even when I was feeling overwhelmed and 'crabby'. They are both true professionals and very knowledgeable. I am very happy with the service from PennyMac."
There's nothing you can do better
"There's nothing you can do better. Everyone was so wonderful during what was supposed to be a stressful loan refinance. We fought with your competitor for over five years to refinance but to no avail. PennyMac was able to get the process started within 24 hours of obtaining our loan from the competitor."
I have nothing but good things to say PennyMac
"I've only gone through the process for this type and size of loan twice. Of the two processes, my experience with PennyMac was by far superior in every way. My wife, Catherine, initiated things and she was well satisfied with Billy Manapat, the person assisting her at the beginning. After that initial contact, I handled most of the correspondence and phone calls. I didn't really think we needed a refinance, but Catherine did, so I went along with it. Since then, I've actually been meaning to write a letter to PennyMac detailing my happiness with your company in general and Chris Brooks specifically. As a customer, it's necessary to be cautious, so I didn't take any of Chris' comments at face value. I always checked into them during the course of the loan process. In every case, I found the information he gave me to be accurate, sometimes even explaining things that I had not understood about our previous mortgage or mortgages in general. Chris always responded quickly, sometimes within minutes of my calls or emails. In every case, he was calm, friendly, and efficient. A couple of times, he needed to find answers. At no time was he ruffled by such a question, but merely said he'd look into the question and, having found the answer, called or emailed me quickly with the information. I would gladly suggest ways to improve your operation if I could think of any. I have nothing but good things to say PennyMac and I will gladly express that opinion to anyone. Great job!"
Very helpful and knowledgeable
"Steve was very helpful and knowledgeable upfront. I truly enjoyed working with Albert, he kept me informed and was personable. The loan went fast, but, still, when I got antsy about how long the appraisal was taking, he responded quickly to my email with a reassuring phone call and updated me promptly."
I would highly recommend my relatives and friends
"I was impressed by the whole process from initiation to completion. The representative answered all my questions and guided me through the whole process. It was so easy and stress free. I would highly recommend my relatives and friends to PennyMac for their mortgage and refinancing needs."
Our house payment went down over $450
"The whole process was amazing. Never have I had a home loan go so smoothly. Everyone was awesome at answering my questions and helping with everything. I have recommended you to many of my friends who are looking to refinance. I have to say this was an awesome experience and one that I am so grateful for. Our house payment went down over $450! Thank you, again."
I wish all my business transactions could be with someone as great
"I had the pleasure to work with two individuals. Terrell Jean took my initial application and was extremely pleasant and personable. He never hesitated when I had questions. Ms. Cherisse Andry followed through with processing my loan. She is THE BEST customer service agent that I have EVER dealt with. The majority of the loan process occurred via email and she was in constant contact with me. I never sat wondering what was going on with my loan. She was ALWAYS pleasant and just a phone call away whenever I needed to speak with her. PennyMac should know that they definitely have a WINNER when it comes to Ms. Andry. I wish all my business transactions could be with someone as great as she is! Thank you to Cherisse for making me feel comfortable and confident during this whole process."
This refinance was a blessing financially for my family
"I can't say enough about Yuri Lebedev. He is truly a shining star. He answered every question I had, answered the phone every time I called him (even after hours), and was very patient. He explained everything to me to where I could understand it. This refinance was a blessing financially for my family and I can't thank everyone involved enough. I will highly recommend PennyMac and Yuri to everyone I know."
No hassles, timely customer service replies, and outstanding customer service
"Jay Bisla was outstanding and patient in explaining my options and working up my estimate. He was super prompt at answering all of my follow up questions. Trina Hawkins was also very prompt to answer my question regarding funds due at closing vs. funds due to borrower. The mistake was swiftly communicated and corrected. I have used three other home loan companies in the past and PennyMac was by far the easiest and best to work with. No hassles, timely customer service replies, and outstanding customer service. This is how the loan process should be! I could not be happier with the level of customer service I received from your highly knowledgeable and motivated team! Please pass along our thanks to the great employees that worked on our loan. They exceeded my expectations and were true ambassadors of what customer service should be!"
The most painless financing process I have ever worked through
"This was the most painless financing process I have ever worked through. Your employees were able to answer questions quickly and accurately. Honestly, I actually checked into the validity of the account executive because it seemed too easy and too good to be true. Everything went very smoothly. And the fact that our final paperwork could be completed in our home after business hours so that we didn't have to take work time off was amazing."
I was very impressed
"I dealt with another company before PennyMac to try and refi my house and that experience was very unsatisfying. I was hesitant about trying to refi my house again. Then, I spoke with my current lender, PennyMac, and they convinced me that they were the ones I should use. The experience was very easy and to my satisfaction and I was very impressed with how helpful the account executives are. I would recommend PennyMac to others."
I felt as if I had a friend in my corner looking out for me
"David Spalding and Eddie Pizarro were the most informed, professional, and easy-to-work-with people I have ever dealt with in a matter such as this. Mr. Spalding was so thorough in his explanation of the loan process as well as patient with my questions. If I had not had him as my initial contact, I most likely would not have followed through with the loan process. I felt as if I had a friend in my corner looking out for me. Thank you, David Spalding."
The most non-stressful refinance process I have ever experienced
"I can't say enough about how satisfied my wife and I were with the whole process. It was the most non-stressful refinance process I have ever experienced. The loan officer and processor were excellent! Thank you, PennyMac. There was great communication between the loan officer and me during the entire process and any questions or concerns I had were quickly answered. It was quick, too! Very happy, truly outstanding."
Closed 20 days earlier than originally anticipated.
"I have no ideas to better serve me, but I would like to compliment Jimmy Yang, who provided excellent information and kept in touch with the proceedings. All the parties involved were excellent and we closed 20 days earlier than originally anticipated. This is the first time I have seen different departments within an organization actually work in conjunction and keep each other in the loop. Well done!"
Very patient and extremely helpful
"We were very happy and impressed with the quality of service provided to us. Our loan process had some glitches along the way and took longer than originally anticipated. All of the reps that we dealt with were very patient and extremely helpful. We would definitely recommend PennyMac to others. Thanks."
Very helpful and understood my needs
"I had my home loan with PennyMac already and was having problems with making my payments on time. When I would call PennyMac to discuss my loan and/or any options, the representatives were not real helpful. But, when I called about refinancing, Russ Litzenberger was very helpful and understood my needs. He explained the process in plain English. After hanging up the phone with him, I understood the process and what information I needed to complete the process. He was great and I will recommend him to everyone I know! If you get to read this survey Mr. Litzenberger, I want you to know you are wonderful and I appreciate all your time and efforts to reduce my monthly payment by $100 each month! Now I don't have to worry every time my payment is due that I won't have enough money to pay it! Thank you so much!!!"
Quick, simple, saved me a couple hundred dollars a month
"PennyMac initiated this rate reduction action on my existing mortgage. The process was quick, simple, saved me a couple hundred dollars a month, and cost me next to nothing out of pocket. Overall, the easiest refinance I've experienced (and I've experienced many!)"
By far the best service I have ever had
"This was by far the best service I have ever had with respect to refinancing. Normally speaking, it takes forever, and the two gentlemen I was in contact (loan officer and processor) with were fast, efficient, and extremely knowledgeable. Have told all my family and friends to use your service."
Loan refinancing was handled in an outstanding manner
"This loan refinancing was handled in an outstanding manner. I never expected it to go as fast and easy as it did. All the people that handled my loan were great. They made it a pleasure to go through. When I thought it was going to be a lot of trouble, it was completely opposite. Thank you all."
Helpful, pleasant, and very kind
"Carlos was very helpful, pleasant, and very kind person. He didn't mind answering questions or detailing out certain things I didn't understand. If all your officers are like this, you should have a wonderful team to work. Thank you very much."
I have already told 20+ friends how wonderful this experience was
"I have been bombarded with refinance solicitations. Your program was perfect for my needs, helped me through the process with extreme ease, and it is appreciated. I have already told 20+ friends how wonderful this experience was and how professional your team was. Thank you."
I couldn't be more pleased
"I couldn't be more pleased with PennyMac and service I received. Everyone I dealt with was professional, knowledgeable, and very nice. In particular, I very much enjoyed working with Steve Greaney. He was very knowledgeable and explained everything to me in an easy-to-understand way. I felt completely informed, guided, and comfort with the whole process. I felt I could trust what he said. Any further questions I may have in the future, he will be the person I call. Thank you, Steve, for a great experience!"
Appreciated your professionalism, courtesy, and care for my needs
"Hi, Steve and Rachelle, I would like to say thank you to you both for your work on my home refinance. I really appreciated your professionalism, courtesy, and care for my needs. You both made it such an easy transition and I hope that I may get the chance to pass on your names to someone who may be looking for home financing in the future. Once again, thank you."
A breeze to work with
"PennyMac was a breeze to work with. Other vendors' processes seemed much more convoluted and frustrating as I examined what they had to offer. Thanks!"
It was a refreshing experience
"Excellent work overall. Kevin and Lisa were extremely knowledgeable and very easy to work with. They were honest and upfront about the process. It was a refreshing experience."
Wow, were we impressed
"Wow, were we impressed! Who knew that financing a home didn't have to be such a painful experience?"
Professionalism, courtesy, customer service, and attention to detail were remarkable.
"I received outstanding service and timely resolution of issues. Yuri Lebedev was particularly helpful throughout the process and should be commended. Ruzanna in Moorpark was thorough and timely in answering my questions and addressing my concerns. This was a complicated transaction with few hiccups or issues. When there were, they were promptly and efficiently resolved. Throughout, the level of professionalism, courtesy, customer service, and attention to detail were remarkable."
Making my life WONDERFUL
"I became a PennyMac customer with my original loan back in 2014 and I have had the BEST experience. I love being able to pay my mortgage online and the process of this refinance was so awesome, no stress at all. Kudos to the PennyMac staff, especially Lee Kieu and Clinton Martin for making my life WONDERFUL. Keep up the great work. Thanks a million!"
Extremely impressed with everyone that was involved in my refi
"I have to say that I was extremely impressed with everyone that was involved in my refi. The phone calls and the prompt responses to emails were an unexpected surprise to say the least. Also, a special note to my loan officer, who was aware of my situation and advised me upfront what to expect. If he had not done that in the very beginning, I do not know if I could have made it through the process as well as I did. Thank you!"
could not have asked for a better experience
"From my initial call to the signing of the papers, I could not have asked for a better experience. The loan officer assigned to me was fantastic. He was very thorough in explaining the process, what I could expect, and an approximate settlement date. I was then introduced to the loan processor. He, too, was exceptional. He stayed in contact with me, kept me updated, and ALWAYS asked if I had any questions or concerns that he could help with. We had a small glitch when it came time to settlement (no fault of the loan officer or loan processor or PennyMac in general). I called my loan processor and he was right on it. He called me back within minutes with a solution to the problem. This entire process could not have gone any smoother. I am extremely pleased with my experience with PennyMac and with my loan officer and loan processor in particular. They are both superb in their jobs!"
Kept us informed
"Ramsey Farah is the best loan officer I've ever had the pleasure of dealing with. He explained all of the loan options that were available to us and kept us informed on the status of our home loan. Dealing with this home loan officer makes the process less intimidating! Thank you, Ramsey Farah!"
I will definitely make PennyMac my first choice for a mortgage
"After having dealt with my credit union for the last 14 years, I was very skeptical about going through the mortgage loan process with anyone else. Of the three banks that I solicited through the Costco website, PennyMac was the only one that took the time to go through the complete loan application on the initial phone call. Rene was genial and thorough and offered me some options. The other 'banks' that I spoke to said that my loan couldn't be completed for one reason or another, which basically said they didn't even attempt to put in the work necessary to get the loan completed. Within the first 3 days of making contact with PennyMac, I knew that they would see it through to completion. Rene and Rose did an outstanding and thorough job, and handled me well. Ms. Patricia, the appraiser was prompt, thorough, professional, and very timely in completing the appraisal. Ms. Janet, the notary was very, very thorough, efficient, and professional as well. Overall, I am very impressed with PennyMac as a company. They have the mortgage process down to a science. They are efficiently organized and utilize the internet to expedite the process, which made it extremely convenient for me to fulfill my part of the process at my convenience. I will definitely make PennyMac my first choice for a mortgage and recommend them to family and friends."
I commend the staff for a great job done
"Hire more loan officers like Todd Bugbee and Mark. They are truly professional. PennyMac is very lucky to have such team workers. I would highly recommend friends to PennyMac. Keep up the good work. I commend the staff for a great job done."