Aspen Home Mortgage Group, Inc.

"April 10, 2017 Aspen Home Mortgage values all of its clients and does their absolute best to insure every borrower is treated fairly and with respect. Needless to say, the above review is taken seriously and with an eye on how to make the customers experience as pleasant as possible. The above client clearly had a poor experience and felt strongly enough to put in writing her feelings. Clearly there are two sides to every story and we always had the borrowers best interest at the forefront of our thought process. I feel that the contact with the borrower was as strong as it could be and she feels differently. Between myself and my processor there was contact on a nearly daily basis, both by email and by phone. We were unaware that she felt this communication lacking. Per the processor on the loan she was told not to call during business hours because she was unable to take calls at the office. It is a fine line between communication and pestering. In the future, we will try harder to improve our communication skills. Due to privacy laws, I cannot comment directly on aspects of the transactions which limits my ability to respond properly. What I can tell all is that the disclosure laws associated with the industry were met and exceeded at all times during this transaction. The main issue for the delay in the settlement date was something that I will not discuss but do feel that the anger is clearly misplaced. Suffice it to say that as a loan officer for almost 30 years I am 100% satisfied with way the loan was processed and the delay was completely avoidable had pertinent facts been revealed in a timely manner. I cannot say more without revealing details of the transaction. The other delay was also self-inflicted in that we did not require the title company to provide a survey for this type of property. One of the other experts felt a survey was needed. The title work that was provided to us within days of settlement took exception to an encroachment of the property line. Once provided it needed to be addressed in the best interest of the borrower. We later found out that all parties knew about the encroachment but decided it was not relevant to inform the loan officer of the issue. It may also be important to note that this would not have happened had she stayed with her original realtor who had also been dismissed. Had I been informed of the issues earlier it could have been addressed during the processing of the loan but we were kept in the dark until the title work was provided. For many this would have been the end of the transaction, however we in order to provide the borrower with the best possible outcome we appealed to the Department of Housing and Urban development for a waiver to this issue. We assembled an appeal package and submitted and were rewarded with an exception and approval to proceed. I cannot control how fast the federal government responds to an individual appeal, and in this case, we were able to do all of this in two weeks which is actually quite fast for an organization the size of HUD. Had we been informed when the borrower and the realtor knew this issue, there would not have been cause for delay. As a company, we do clearly regret this borrower was not satisfied, we are a small company that values all our clients and even one that is not satisfied is too many and regardless of the reasons. We do apologize to [Member Name Removed]. Although this was a difficult loan that others could not do we are glad that the result was an upset borrower as opposed to a homeless borrower. We will always try harder to insure all our customers enjoy their experience with Aspen Home Mortgage. Regards, Timothy P Scott President"