1ST AMERICAN MORTGAGE AND LOAN LLC

Overall the refi was done fairly timely and we are satisfied with the loan. However, my pet peeve is for someone to tell me they are going to call and not do so. How hard is that? If you tell me you will call back tomorrow. Call! Simple. If you don't have the information yet, call and tell me that. Follow up and follow through people. Smiling is not good customer service. Also very disappointed they wrote the loan to another bank. They advertised to be a Colorado company with local underwriting. f I wanted to deal with a big national bank I would have called them. Wow, a couple of months after doing business with them, we came across an opportunity to purchase a rental property. I emailed the rep that helped us with the refi. No response. The next day I called and left a voice mail. Again, no response. I called again and left a voice mail for a "manager". Again, no response. Really!? You have all my current information. How hard would it have been to write a new loan? You have a customer folks. How about trying to service them? Is it cheaper to find new customers every month or follow up with the customers you have and are calling you?!

Tom locked in the rates with no surprises. He was very efficient in collecting the required info for underwriting, knowing exactly what was needed. I simply handed him all the info on a cd-rom containing pdf files. He kept me updated with the loan's progress, but didn't bother me with needless details. He did some minor restructuring on the first loan's negotiated terms to make it acceptable to underwriting. Both buyer and seller were pleased with this and agreed to the minor changes. Tom makes sure that your loan has no onerous terms, such as pre-payment penalties. Tom is a true professional in his field.