CapWest Home Loans
About us
CapWest Home Loans is an internet lender offering home loan solutions including conventional, jumbo, FHA, and VA financing.
Business highlights
12 years of experience
Services we offer
Capwest Mortgage Originates Conventional, FHA & VA Loans In 49 States Through Its Bank’s National Charter.
Accepted Payment Methods
- CreditCard
Reviews
3.86 Reviews
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 67% | ||
| 0% | ||
| 0% | ||
| 17% | ||
| 17% |
Showing 1-6 of 6 reviews
Justin K.
Dec 2015
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Melissa W.
Jun 2015
We initially chose them because they offered a $500 credit to Costco Members and offered us a lower interest rate than others. Both of those disappeared as our process continued. I'm not sure that I've ever had a more frustrating experience than working with this company. Our loan officer Soon Shin rarely returned phone calls or emails until the minute he was about to leave the office so when we would return a call he was already gone for the day. When my husband emailed his supervisor to complain about the lack of communication, we got a call from Mr. Shin saying "I heard you contacted my supervisor." However, there was no change in the level of communication. We had more luck talking directly to the underwriter Amy who at least had someone else cover her phone when she went on vacation (unlike Mr. Shin). Still she would have problems with things that we had already taken steps with Mr. Shin to resolve or she would tell us about something she told him was a problem two weeks before but we hadn't hear of. I should say that my husband and I both have credit scores in the high 780s and a good income buying a house we can afford. Still after seven weeks of run around and lack of communication, we are finally leaving Cap West, despite all the time and energy we have already put in and going with a bank with better customer service.
Response from CapWest Home Loans
"CapWest Mortgage strives to create the best possible client experience for all of our loan applicants. We are disappointed that this client was not satisfied with her experience. It is our standard policy to actively review all online client feedback so that we may investigate any complaints and, where appropriate, initiate training or procedure modifications to improve the experience for all of our clients. Upon receipt of this client’s feedback we completed an internal review of several months of email communication with this client as well as our internal tracking systems which log verbal conversations. Our Leadership Team has concluded that there was appropriate communication with this client through the loan process. We do acknowledge that members of this client’s loan team were absent for scheduled vacation days during the process; however, those members adequately communicated secondary contacts for the client to be used in their absence. It is our policy and legal requirement not to discuss the particular details of any client’s application and therefore we are unable to respond to specific items addressed in this complaint. Generally we can say that it is our belief that our entire loan team worked diligently to provide a home loan solution for this client, but ultimately they were dissatisfied with their experience and chose to withdraw their application. Despite our feeling that we made every effort to create a positive outcome for this client, as we have for thousands of other clients, we will use this feedback as an opportunity to search for ways to improve our service going forward."
SCOTT P.
Nov 2014
They were very good about keeping me informed about what was going on. My previous mortgage company had started doing this, and they were taking very long, and were giving me the run around, so I quit the refi with them, and went with CapWest.
M T.
Oct 2014
CapWest assisted us with refinancing our mortgage. We received a fantastic rate and low fees. The staff was very professional and efficient. We will absolutely use CapWest again when we are ready to buy a new home. We highly recommend their services.
Tom H.
Oct 2014
We talked with Kyle Norris at Cap West and he provide great service setting up our loan for our house at a rate that no one else could beat!
Alexander L.
Sep 2014
Their customer service people flat-out lie, and if they ever tell you that they *don't* need something... don't believe them, they're almost certainly lying. They also didn't close on time. They also conveniently manage to lie about when you sent stuff so that when you don't close on time, it's magically your fault.
The supervisors are even more obnoxious than the front-line employees, so I wouldn't recommend going through supervisors. They apparently promote based on ones ability to be a jerk. I was hung up on by a supervisor after I pointed out that her employee
lied to me. I don't call people liars lightly, but when someone says "customer provided this item on X date, and I check my records and see that I provided the item in question a week earlier and point out to them that I pointed it out a week earlier and they keep reiterating the wrong date, I first calmly point out that they are mistaken and when they dig their heels in I call a spade a spade. They don't like that. Supervisors are good for nothing more than circling the wagons.
Bottom line: you'll get a great rate, but you'll take multiple days off work to deal with their horrible staff. Add in the value of your time and the cost of a two-hour massage after it's all over to the closing costs, and suddenly they don't look so great.
The supervisors are even more obnoxious than the front-line employees, so I wouldn't recommend going through supervisors. They apparently promote based on ones ability to be a jerk. I was hung up on by a supervisor after I pointed out that her employee
lied to me. I don't call people liars lightly, but when someone says "customer provided this item on X date, and I check my records and see that I provided the item in question a week earlier and point out to them that I pointed it out a week earlier and they keep reiterating the wrong date, I first calmly point out that they are mistaken and when they dig their heels in I call a spade a spade. They don't like that. Supervisors are good for nothing more than circling the wagons.
Bottom line: you'll get a great rate, but you'll take multiple days off work to deal with their horrible staff. Add in the value of your time and the cost of a two-hour massage after it's all over to the closing costs, and suddenly they don't look so great.
Licensing
State Contractor License Requirements
All statements concerning insurance, licenses, and bonds are informational only, and are self-reported. Since insurance, licenses and bonds can expire and can be cancelled, homeowners should always check such information for themselves. To find more licensing information for your state, visit our Find Licensing Requirements page.
*Contact business to see additional licenses.
FAQ
CapWest Home Loans is currently rated 3.8 overall out of 5.
CapWest Home Loans accepts the following forms of payment: CreditCard
No, CapWest Home Loans does not offer free project estimates.
No, CapWest Home Loans does not offer eco-friendly accreditations.
No, CapWest Home Loans does not offer a senior discount.
No, CapWest Home Loans does not offer emergency services.
No, CapWest Home Loans does not offer warranties.