CapWest Home Loans

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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.

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.

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.

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!

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.