Reviews
This profile includes reviews for Newrez LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 844 Customer Reviews
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Review fromS. B
Date: 05/06/2025
1 starI made a $30,000 lump sum mortgage payment on April 7th, which brought my LTV to 70.25%well below the 80% threshold for PMI termination, as confirmed by a Newrez agent. Despite this, Newrez continues to charge monthly PMI and, on April 15th, falsely claimed I did not meet the requirements for cancellation. This behavior appears deceptive and predatory. Repeated calls to their representatives led nowhereagents are evasive, unhelpful, and pass customers around without resolution. This is not just poor serviceit borders on fraudulent practice.Review fromAntonio P
Date: 05/05/2025
1 starTHIS HAS BEEN THE WORST CUSTOMER SERVIVE I HAVE RECEIVED IN A LONG LONG TIME. NOBODY HAS A CLUE OF WHAT THEY ARE TALKING ABOUT. CHAT WITH 4 DIFFERENT REPRESENTATIVES AND ALL OF THEM HAD A DIFFERENT EXCUSE REGARDING MY ISSUE. TODAY I SPOKE TO A PHONE REPRESENTATIVE AND STILL I WAS NOT ABLE TO GET A RESPONSE REGARDING MY ISSUE. I WILL STAY AWAY OF USING THIS COMPANY IF YOU CANReview fromNestor D
Date: 05/02/2025
2 starsNestor D
Date: 05/02/2025
Two stars only the way this company handle the situation, start with the operator/representative reading from a script not paying attention what you have to say, second, this my second time calling this "company", and the identified themself as a "collection company/agency" not a mortgage company, red flag right there, the issue that I have is the IT ***** is not existent, nobody can fix the issue that I'm having.Second month I have to call in to make a payment over the phone because their website don't allow me to make the payment, I try to resolve the issue with no avail, the operator/agent (provably working from home) have no clue in how to resolve the problem, witch is not my fault, the classic "I'm going to write a ticket and someone will contact you within 2 or 3 day", hahahaha, second month already with the same problem and not resolved.If for any chance someone read this review, please contact ***** mortgage was sold already 4 times and this "company", let tell you, is the worst.I wish, once you have a mortgage with a bank or company, stay with them, not to be sold or trade around, it should be illegal a practice like that.
Newrez LLC
Date: 05/05/2025
Thank you for your feedback, ******. We're disappointed to hear about your experience and would like to make things right. We are actively working to resolve your concerns with the ability to make a payment on our website. In the meantime, if you have any further questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromJulia G
Date: 04/30/2025
1 starJulia G
Date: 04/30/2025
I've had a really good experience with this company through their Sales process, but once you're in and paying them, they do not care and their customer service is awful. I had an issue with my bank, and asked for their help with understanding what will happen if my payment doesn't go through. Their online chat person said "Yes, There was ill a NSF fee accessed"This doesn't even make sense. How embarrassing to employ someone in a chat function who can't even spell.Newrez LLC
Date: 05/05/2025
*****, we regret to hear about your experience with our team. We are actively working to resolve your concerns. If you have any further questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you for your feedback.Review fromRebecca S
Date: 04/29/2025
1 starRebecca S
Date: 04/29/2025
This company is horrible. They don't return phone calls. They don't answer questions correctly when you do talk to them. Their phone connection is so bad that you can't even understand what they are saying. And they send you letters in the mail that are very frustrating. I do no like them at all.Newrez LLC
Date: 05/02/2025
Thank you for sharing your feedback, *******. We understand how frustrating this experience must have been. To ensure your concerns are addressed, we encourage you to connect with a customer service representative through the live chat on your online portal at ****************************** or by calling ************. Were here to help!Rebecca S
Date: 05/08/2025
I have many times.... hence the review.Review fromKaylee G
Date: 04/28/2025
1 starKaylee G
Date: 04/28/2025
******** company to work with. The accuse you of not paying your bills and treat you as if you are in collections with them. Have ti call in multiple times to even make a payment. They require you to give out your social security number to a live representative which puts one at risk for identity theft. Can't wait to sell my home I love just to not have to deal with them any longer.Newrez LLC
Date: 05/02/2025
******* thank you for bringing your experience to our attention. We understand your frustration and want to help. To best assist you, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromJohn A
Date: 04/25/2025
5 starsJohn A
Date: 04/25/2025
******* from NewRez shell point was amazing today he gave some great advice and was very helpful and friendly thank you *******Newrez LLC
Date: 05/02/2025
Thank you so much for the positive review and feedback, ****! We are so happy that our team was able to serve you.Review fromSpencer W
Date: 04/24/2025
1 starSpencer W
Date: 04/24/2025
If I could leave a 0 I would. I was overcharged for escrow, so I requested an escrow analysis and it took 5 months to process. **************** is a joke. They missed that my property has 2 tax parcels and let one of them lapse to the point I had to pay over $900 to correct their $70 mistake. And they have missed my taxes AGAIN this year.Newrez LLC
Date: 05/02/2025
*******, we understand your frustration and we're committed to improving your experience. While we actively work to resolve your concerns, feel free to reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you.Review fromRachel R
Date: 04/22/2025
1 starRachel R
Date: 04/22/2025
My mortgage was transferred to Newrez effective April 1st. They immediately began notifying me that my payment was past due, even though I had paid my previous mortgage service provider and my next payment isn't due until May 1st. Like other have mentioned, there phone number starts out by identifying themselves as a bill collector, something none of my previous mortgage providers ever did. While I received a notification to sign on, I was unable to access my online account because it was set up incorrectly. Despite being a newly transferred account and advising the representative that I had paid April's mortgage to my prior provider, I've begun to receive past due text messages from Newrez. So far, my experience has been very poor. Even their name feels very unprofessional and disrespectful.Newrez LLC
Date: 05/02/2025
******, we understand your concerns and appreciate your feedback. It's important to us that our customers feel respected and have a smooth transition when their mortgage is transferred. We are actively working to resolve your concerns. In the meantime, if you have any further questions, please reach out to a customer service representative using the live chat on our online portal at ****************************** or by calling ************. Thank you.Review fromKyle E
Date: 04/19/2025
1 starKyle E
Date: 04/19/2025
Rarely do I write negative reviews but Im left confused and disoriented on how to influence my familys current situation. Summary, their customer service is very difficult to reach and each customer agent had a different message and did not follow through with what they said theyd do. Im still in the muck with them as I try to get our mortgage statement and 1099-S tax form. As a result of their delays, lack of effort and zero follow through we had to pay a CPA to do our taxes and help us file a last minute extension.The double bummer is this is for my mother in law who had to sell her home and now lives in a residential care facility with Parkinsons dementia. I believe the fact **** sold our home means there is no more debt to collect from us and the customer service is an abyss. Im still in it trying to get the forms after the last agent told me wed get them in ***** hours. After asking for the email to be expedited due to the time sensitivity in taxes being due, I was told there was nothing they could do I see that Newrez has replied to all the reviews, which is nice but actions would speak louder do better for your current and past customers.Newrez LLC
Date: 04/28/2025
****, we understand your frustration and appreciate your feedback. We want to make things right. While our team actively works to resolve your concerns, feel free to reach out to our customer service team via live chat on our online portal at ****************************** or by calling ************ for further assistance. Thank you.
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