Mutual of Omaha Mortgage - Boca Park S Rampart Blvd, Las Vegas

I’m going to preface my review with the fact that I realize the loan officer that I worked with, John Sommese, does not work at this location; however, since Mutual of Omaha Mortgage is a large institution across the United States, it is entirely possible that persons who choose to use this financial institution will have to deal with the same lack of customer service and lack of prompt response from multiple departments, including: mortgage lending, loan processing, etc. (FYI - I am not even certain that Mutual of Omaha itself even owns its mortgage business anymore, or if Mutual of Omaha Mortgage is actually a different company that bought the mortgage side of the business and chose to retain the name for marketing purposes. This is because I have a friend who recently retired from the company, Mutual of Omaha, who mused that they thought the mortgage business was sold off.) I had obtained two quotes, one from Mutual and one from a local financial institution. Mutual agreed to match the local financial institution’s rate in order to keep me as a potential customer. However, I found it very lacking in integrity when Mutual refused to use the local financial institution’s new rate, when rates dropped recently, for the rate match and instead only honored Mutual’s rates even though Mutual‘s rates were much higher to begin with. There wasn’t even an attempt to meet in the middle. Perhaps Mutual just has a different way of doing things? To me though, that seems very disgusting in characteristics. Furthermore, when I try to share my disappointment with John, he proceeded to reite me, including to the point where he use bullying tactics to intimidate me from saying anything else. Specifically, he stated something along the lines of, “you’ve gotten prompt responses from Janine and I, so you don’t really have anything to say now do you?” Now that I’ve had some time to recall the specifics of this past month, I would say John’s point he stated is completely false. There have been at least a couple of occasions where I tried to call John, I was sent to voicemail, he gave me a text that he called me back, and he never did call me back. There were also instances where the loan processor took over a week to respond to things, or my emails did not get through to Jeanine or John in the sense that they completely forgot the details of the email and I had to pull it up for them and forward it again. Even my insurance agent could probably corroborate this. Additionally, my sellers agent could even give you more details! For instance, I never once received a call or email about my approval until after my agent was informed. I think, if Mutual and John had at least been willing to lower the purchase rate by a bit and closer to the rate matched financial institution, I would’ve gone away silently and refinance a couple years later. However, I do think I have an obligation as a consumer within the real estate market to inform others of my experience, so they can avoid making the same mistakes I did. The amount of stress I’ve had from mutual alone really is not some thing I think other consumers should be subjected to. I really hope that Mutual takes this into great consideration, and reviews the absolute necessity for additional training and customer service and customer communications.