Franklin American Mortgage Company Tower Cir, Franklin

Used Franklin American twice in the past 10 years. Both times, my loan was sold to another bank, which is typical, but I specifically requested my loan not to be transferred. It was still sent over to PNC. That said, this week, I submitted a new request for another re-fi on the website and saw no response for at least 4-5 days. I think we're done here. Clay was awesome to work with, but everything after his involvement was just so-so. Your experience might vary.

I've had my loan for over two years, paid on time every month. I switched bank accounts in May of this year and updated my payment online and, because it was the end of the month and my payment was due in a day or two, made a one-time payment until my new account information could be updated. They still tried, twice, to take the payment out of my old account despite the fact that it was paid which threw that account into overdraft, twice. I called and the woman was not very helpful or knowledgeable (she tried telling me they payment went through and I was paid up until July which was completely wrong). She told me to call my bank to see if they'd give my money back. The next month I noticed my payment hadn't been drafted from my new account and when I logged into my account, no bank info was there and I noticed that I was charged $15 for overdraft for the mishap the prior month. When I called, the woman I spoke with this time was condescending with me from the time she answered the phone. She stated they could not void the fee even though my payment was in fact made and I had already paid fees through my bank even though my payment for that month was paid. She was very clear she didn't care that my loan was paid, I was paying them the $15 fee regardless. She also said when I had called before about my issues, they deleted my account information out of the system that's why my payment hadn't gone through. No explanation as to why. I've only had to contact them twice because I pay my loan faithfully, and both times the customer service was unhelpful and uncaring.

I wish I could put 0 stars. 2 years in a row their escrow department managed to screw up!! Last year, I followed their procedures to tell them that we were changing Insurance company. I even gave them 30 days notice... They still paid the old company and then I had to get the money back, send it back to the escrow so you could pay the correct company. This year they have attempted to pay the insurance company TWICE to the wrong place!! This is after multiple calls with me giving them straight forward instructions that a 3 yo could understand. We are refinancing.. I don't care what it cost for me to do this. Stay clear and pray your loan doesn't get sold to them!!

Been with this mortgage company 3 years now, we didn't choose them, our loan got sold to them. I hate dealing with them. Every time I call and ask a question or make a request and it is a no, they send me a letter basically saying, hey dummy this is what you signed at closing so no and stop calling us. One time they even sent a FedEx with a copy of the closing documents when all I requested was a one time waive of a fee, which the first customer service rep said would not be a problem but when I didn't receive it and called back they refused. The FedEx probably cost more than the fee refund. When I had a question about escrow they could not explain how escrow works or why shortages keep occurring. Plus I keep getting conflicting info from customer service, and their automated phone system hangs up on me. It's the worst. Can't wait to refinance somewhere else!

I'm unsure of the other experiences previous reviewers have had, but Franklin American has held my loan for nearly 4 years now and I have had nothing but a great experience. Their customer service has been wonderful and the ability to pay just by calling in from a registered phone number (the computer recognizes your number as belonging to the loan owner) results in a fast payment process if you're not setup for an automatic draft.

I brought two houses now and refinanced one house. Dealing with Franklin American Mortgage is the best experience. My Mortgage guy Greg Wright is awesome. I highly recommend this guy for any of your mortgage needs. He is very responsive and accurate. He makes the whole process very pleasant. Thanks Greg Wright for all your work.

Last year I was refunded a small overpayment of escrow. I've had this loan for a year and it has went up twice because of the "escrow projections". Called several times to clarify today and was disconnected REPEATEDLY FOR AN HOUR. Logged onto the website to send this info via email and the site is down. Someone needs to contact me about my fixed rate FHA or I'm walking. That simple.

I'm about a year into a mortgage with this company and just had my first real interaction trying to take care of an issue and they have absolutely abysmal customer service. I would steer clear of them at all costs if possible. Unfortunately I was not in a position at the time to shop around and read into these reviews, which by the way, it doesn't matter where you look (check out yelp for instance) they're universally rated extremely poorly. They have absolutely no interest in helping solve issues what so ever and you wont believe the lack of concern from literally anyone you get on the line. Do not use this company. I can't wait til I can either refinance or my mortgage gets sold to literally anyone else.

If I could give them a negative ten I would. Went through a mortage broker who used them to try to get me an FHA loan. The reason I went to a broker was to get more for a loan amount. The mortage broker was great, however I wish they never went through this bank. Of all the FHA lenders I used before, this bank asks for over and beyond what every other asked for. I provided everything they wanted. What shafted me was a bankruptcy I had in 14 in addition to some info I will provide. My home was included in the mortage but remained in the home until I sold it in April of this year. Long story short was that in the end I didnt get the loan from them. My broker asked them to not deny the loan via FHA so he could go through another lender. I go through another lender and paid for appraisals etc and was about to get signed off until they saw the info Franklin provided. They included in the report that I had paid late for 12 months even though that home was included in bankruptcy and I sold the home. In the end I'm unable to purchase a home. If you have a shaky credit history go elsewhere. They will burn you via FHA and you will be unable to by a home even though you fixed your credit issues and have the finances to put down and pay for your mortgage.

We worked with Jenn Stonehouse from Franklin American and we had a great experience. It was wonderful to work with a local company and we could drop into her office at any time with questions. Jenn was very knowledgeable and quick to answer questions via email, phone and etc. It was our 1st home and she was helpful telling us what the next step would be. It was great that she also know a lot of people to work with in the community.