HMS Capital Townsgate Rd, Westlake Village

I had called in to HMS Capital to receive information about refinancing my home as this was my first home purchase less than 6 months ago. I spoke with a loan officer by the name of Sacha, and he let me know all the steps and documents I would need to take to get a refinance done. He spent all the time it took for me to have the information I needed at this time to understand the process. I appreciate those with the heart of a teacher, and that is what Sacha has. HMS is a great place to get all the information you need. Sacha was also able to help me understand the bids I had from other lenders in detail, where as they did not explain anything regarding the details of their documents with me. I would recommend HMS Capital, and Sacha if you need any information about refinancing.

2020 was the year my wife and I bought our first home. Towards the end of the year, rates kept dropping and it became the year we refinanced for the first time, too. I kept hearing commercials about HMS Capital and thought it couldn't hurt to cold call, get some numbers, and compare 3 lenders and have them each try to earn my business. Vanessa Hansard from the get go was FANTASTIC. After the first call, I knew she was in my corner and did everything to earn my business. She, and everyone at HMS Capital, was very knowledgeable, professional, and quick. I had a million questions and she answered every single one, or had someone reach out to me via email or phone to make sure I got an answer and understood what the heck I was doing. From opening escrow, to signing documents, to locking in a fantastic rate and closing with No Fees, they made the process very smooth. Again, this is the first time I had ever bought or refinanced a home, and they took care of EVERYTHING. I 100% recommend HMS Capital, especially Vanessa Hansard ! I have even recommend her to friends and family.

Unfortunately Tasneem Shere really pulled one over on me. I contacted HMS to find out if they could assist me with a loan that was a bit unconventional. Tasneem became my contact at HMS and nearly promised that even though it was complicated they could likely get me my loan request. After going through the entire process, running my credit, etc I was told they couldn’t get me the loan she had previously said they could. After that she began ignoring me. I reached out to her and someone else on her team multiple times via email and phone calls. My emails were complete ignored and when I called Tasneem said she was in meetings and would call me back, but never did. Please avoid working with HMS, or at the very lease Tasneem, for your loans. They promise you great rates, low points, etc and do not come through, then ghost you.

We have refinanced in the past and have never had to jump so many hoops to get things done. Every time we are close to closing they request more documents causing delays, though we are perfect borrowers that check every box of qualification. Our loan rep, Will, has been cold and fairly rude as the process drags on, and the assistant never sounds very confident she knows what is going on, or what exactly she is asking for in terms of the documentation being requested. It makes for a confusing and frustrating experience. The worst part, is the poor communication. I have to follow up constantly to find out the status, no proactive communication. They had to extend the rate lock due to their own delays and act like they are doing us a huge favor by extending, even though the delay was on them. Both the rep and assistant told us on multiple occasions that the numbers in the disclosures were “not accurate figures” because the numbers change up until the end. Ok—so I didn’t pay attention to the numbers until the final closing docs, and when they were WRONG and very much not what we asked for, they blamed us for not reading. When I told them I was just going by what they said about numbers not being accurate, they said they were referring to different numbers. What the hell? Why would t they specify things to make it crystal clear what the client is receiving, especially when we were supposed to have an option to change it which was never presented during the course of 7 weeks or so. And they are slapping an extra fee on top in order to make the change they should have given us opportunity to make PROACTIVELY during the process. If there is one thing any service like this should be on top of, it is communication. The lack thereof has made this process unpleasant and not worthwhile, and I would not recommend working with them when there are plenty of competent loan companies out there who will take better care of their clients.

Not Worth Taking Chances Even though they come recommended by Bill Handel on KFI, proceed cautiously and read the reviews. Got all of the requested info to them within a few days. Had to email them several times to check the status. One day my rate was going to be locked "soon" then "these things take time". I was led along for close to two months with all kinds of implied deals before I had to cut them off. Ridiculously frustrating between HMS Capital and GEM (the actual mortgage company). As a nurse who has been on the front lines over the last year, spending time babysitting a broker to get a loan was the last thing I needed to be handling. Rocket Mortgage saved the day. Closed in less than 30 days.

HMS Capital pulled through for the win! I was searching for the best rate and inquiring to various companies online, friends, co-workers for a refi. My friend at the time suggested contacting HMS Capital as he was working with them. I contacted Vanessa Hansard and she was absolutely amazing. She took the time to speak with me then sent me several quotes. She also suggested to shop around....I thought what? She was confident in the fact HMS would have the best rates and service. So I shopped around and she was correct! I did a lot of shopping and nobody could beat the rate and service that HMS provided. Everyone was amazing. Karime our loan processor was superb. I could always get ahold of her no problem. The online and digital companies were a pain because it was so hard to get ahold of people! Even the escrow company and the notary were top notch. It was clear to me that Vanessa had my best interest in mind (no pun intended). We discussed my financial goals for the refi which was nice hearing about options. No pressure selling as the loan officers are not on commission. Can't thank Vanessa and Karime enough for the help!

I have refinanced with Cash Call three times in the past. I have also used Owning. I would give both of them a 5-star rating. I am giving HMS a 1 star due to my less than fair experience. The communication was virtual zero. I had to always send them an email for updates. They are not proactive at all. On top of that they promised final docs 3 days in a row and did not deliver. Then when finally received they expected me to drop everything and sign immediately the same day. They threatened if I did not sign they would not honor my rate lock. They had no regard for my personal time. They didn’t even apologize. They also screwed up on my final payouts. They requested my final pay off 45 days ago and didn’t update with a new one. Now I’m waiting for the final wire payment for closing. This is also going to force me to drop everything and run to the bank to get a wire. They really need to fix their processes and procedures. Their commercials sound great but their execution is terrible. All my rep kept say was that they are busy. No empathy, no understanding from the customers point of view. Hopefully someone in upper management reviews this and does a root cause analysis to fix these broken processes. If they do that they will be in a much better position moving forward. I really wanted to like this company. Their marketing is great. They just did not live up to the expectation set by what I heard on the commercials.

We have been trying to ReFi with HMS for 7+ months. Each time Lorraine or Matt call or email they ask for one more document for underwriters "then we will close for sure". Still nothing has happened. We are fed up with HMS!! We have refinanced 3 times in past, credit score is 800, house is worth $1M, just wanted a lower interest rate. If you are trying to ReFi, don't waste your time with HMS.

Boy do I wish I would have checked out reviews before starting the process with HMS. They quickly hit my credit (which is 800+) then dropped off the face of the earth. No call backs. No returned emails to “Patrick”. It seemed like every person I dealt with had a different email domain. I literally don’t know what happened but I recommend you go somewhere else. I have.

I also wish I had checked these reviews before I decided to deal with them. They made promises they could not keep. They lowered my credit by checking it twice. Dragged me along for 6 weeks while the rates crept up. Very bad communication, I had to keep calling and sending emails and still no response. Stay away, if it is too good to be true, then it is not true, they can not keep their promises. They can not even match the rates of other reasonable lenders at the end.