Legacy Mutual Mortgage Paesanos Pkwy, San Antonio

The team consisted of amazingly nice people but my experience was terrible and our closing got delayed for more than a month. Here is why: 1. There was no loan officer. Often lenders have loan officers who act like a bridge between the borrowers and underwriters. They know what underwriters need and work with borrowers to provide all the documents in a timely manner. This company didn't have such a person and I worked with 3-4 people is different phases of my loan. As a result, we had so many issues. Three days before the closing, they found out we missed a down payments document. We had to ask for the seller to push out the closing. Again, a few days before the second closing, they figured we had another issue. We rescheduled closing five times and we close more than a month later! 2. Poor management; I believe they don't know exactly what they are doing. They asked me to get a 401K loan to compensate for a lack of document. And I did. The next day, they said the 401K loan created a new problem. This was unbelievable! They couldn't see this coming! 3. Finally if you are an investor, beware that they don't add back your rental properties depreciation. They don't tell apart cash flow statment and income statement. As an investor, when you report tax, you have depreciation in your income statement that most likely makes your profit negative. Most lenders know this and add back your depreciation. Not these guys! They told me the couldn't include my rental incomes! I regret working with them and I highly recommend you stay away from them, specially if you are an investor.

Beware. Yes we are in the house now but from the start they didn’t know what they were doing. Said we needed paperwork we had already sent in. Didn’t seem like anyone talked to each other. Didn’t feel the need to write a review since it was all said and done. But now fast forward. My husband and I used this company about 2 years ago now. We were new home owners so expected this company to know what they were doing. In March 2020 as COVID began we noticed our monthly amount rose $1000!! Of course the last person I thought to call was the mortgage company. After investigating with the tax office, etc I was told that our loan manager made a mistake when he did the numbers/paperwork. The previous home owner before us was 100% disabled so payed no taxes. So for a year we paid some taxes but not as much as we should have. I called Legacy to let them know only to get some excuse that the person who helped us was no longer there. I said okay well I would still like to talk to someone. Was told my opinion mattered and my concerns needed to be address so their supervisor would give me a call back. Months later they still haven’t. Luckily we save but I don’t think anyone is prepared to have their payment go up $1000. They could have ruined someone’s life

It will not be fair to only point out the good or the bad things about a company. When it comes to being thorough and transparent, I would give Legacy 5 stars. Although Romanello group is a team, I have spoken mostly with just Jeremy throughout the entire process after meeting Tom once. They were able to get me a pre-approval letter after about six weeks. A 2 week delay would be our fault for not being able to get requirements submitted at the office. They were too many to scan and email so I had to find the time to drop them off instead. I did expect that because they were a team, they would be able to give me at least a pre-approval letter within 2 weeks like the other lenders I have applied with. But somehow, being a team may tend to get things delayed if not everyone on the team can answer or help with questions that only the loan officer could answer, and the loan officer is not always available, and communication gets passed around. I have worked with another lender who did everything himself and was able to get it to the underwriter and gave me a pre-approval the next day. He didn't have a team to help him out but he got things done so much faster. In the end, I ended up going with this other lender because he was also willing to match the lowest rates from a third lender without a problem. However, when I asked Tom if he could match the rates, before he even heard me out, he just blurted that he is not interested with working with me anymore. Wow! After all that hard work that they did to make sure they were thorough, if they did not want to match the other lenders' quotes, he could have said it in a more polite manner by simply saying he couldn't or wouldn't be able to match it. He doesn't have to blurt out words like that to a client. Good thing, I applied with other lenders for comparison too and this lender I went with instead of Legacy Mutual doesn't have the lowest rates either, but he is very personable and trustworthy to go with us all the way, despite knowing we could have gone with someone else. Tom just judged us too quick before hearing us out, and later when he found out what the real story is, he replied that if ever this lender won't work that we can let him know. But too late, my trust is shattered, what if he's going to say the same line the next time? As first-time home buyers, we need to know our lender is willing to work with us all the way, and if he knows he can't, at least say it in a nice way next time. I appreciate all the advise and tips Legacy Mutual has given, but in the end, we need a lender who is actually willing to work with us on the loan. After all, what can tips do for you if you still end up unable to loan with them? He may be helpful to someone with a low credit score, but to someone like us who have excellent credit scores and can actually shop around for better rates, he simply shut us down just like that. Thank God we have 2 other really good lenders. If you happen to be a first time home buyer, you do need to shop around with at least 2 other lenders in case one of them will suddenly just shut you off instead of hear you out. Buying a home is a huge investment, and lenders should give a buyer the opportunity to shop around. That is after all what gave us the excellent credit scores because we don't just waste our money on just about anything we set our eyes on. This is something Tom needs to understand so he will not end up dragging the rest of his hardworking team down because of a rash judgment or a quick harsh statement said to a client. His loss, not mine.

I will actively work against Legacy Mutual as a mortgage provider after the trouble they've caused my family. My experience was horrendous and continues to be. Legacy was the only problem throughout our home buying process and has done nothing to repair the problems they've caused. Aside from losing our information and the entire file multiple times (I'm totally serious), they also had a problem in underwriting that came up just days before close (despite us having turned in the information THREE WEEKS in advance) and could not provide any information about whether or not they could close in time. Our rep made no effort to take ownership of the problem and provide us a course of action, timeline, alternatives or ANY INFORMATION OF ANY KIND. I was in total limbo so much so that I started looking for other lenders at the last minute although Legacy then got their act together and got us closed. Ultimately it was the title company representative that solved the problem Legacy's underwriting was having...the TITLE COMPANY! With all the hassle and rework they caused, I got nervous when our home insurance company sent a letter stating they had not received the escrow money. While I now realize that's a title company issue, at the time I was worried Legacy had screwed something else up and instead of just helping me figure it out, our rep replied back rudely and told me to chill out... So I emailed their president and laid out my concerns in, I think, an exceptionally balanced manner. He has not so much as had an Administrative Assistant call to apologize. Legacy provided no value and was more expensive than almost any other provider. I will certainly steer anyone I know away from this company and I will put out an email on our internal system to let the folks at my company know how dismal my experience was. It appears money is the primary concern within this company and customer service isn't even a distant last.

Sonja did a great job for us in a very challenging transaction.

We have used their services, specifically working with Josh, 3 times now and the process has been as easy as can be each time. We always are given several options to pick the one that is right for our situation. Even after the deal, Josh routinely keeps in contact and has events for clients. If we move again, I will be back.

A seamless process on getting a loan with Legacy Mortgage. Tom Romanello and Team (Alysha and Georgina) worked tirelessly to ensure every detail was addressed and the app and web site that was utilized to submit documents made process that much better. I just wish I found this company when I did my last loan 10 years ago. Neil Grant

UNPROFESSIONAL is the best word I can think of to describe my experience with Legacy Mutual. Their unresponsiveness and lack of communication was unbelievable. If you are looking for a mortgage company that is going to work with you to help you achieve your goals this is NOT the place. I would recommend to anyone considering Legacy Mutual to steer away and find themselves a more professional organization. I dealt with an agent by the name of Maggie Rivera who only spoke to me once, that is when she needed information from me. After that she ignored every one of my calls, and despite me leaving voicemail after voicemail she didn't once return my call. I am immensely disappointed and completely unimpressed. Don't waste your time with these folks because they evidently don't care about other peoples time.

Multiple last minute issues and not the best interest rates for excellent credit. Military closing with a POA. We provided one that they rejected a week before close, and sent the one they could approve. (Not sure why they didn’t send it in the first place) We brought the one that Legacy approved to close as instructed. The title company was never forwarded the 2nd POA from Legacy. Title Company had approved the original POA and was expecting to process that one. Closing ended up taking 2 hours and was asked to pay $8 for additional fees to cover the mistake after providing $50k cashiers check at close.

Not only an incredibly KNOWLEDGEABLE Lender, but an incredibly honest, transparent and professional one. There are TONS of home loan options out there for the good credit, well-prepared buyer, but it takes a true advocate and professional to work with someone with less than perfect credit and their FIRST homebuying experience to make it not only successful and stress-less, but an absolutely referable experience! Thanks to Legacy Mutual Mortgage for keeping it real ... and being HUMAN and personal and overcommunicating with me throughout the process!