Pacific Finance Group

Hi I made a mistake by sendin 2 payments the same week. I Called the customer service 4 times and each time I was told different answers.

When I contacted the supervisor she was very rude too. My problem is simple I Meade 2 payment and ask the cistern servic rep to reverse the pavement he ask to send him a copy of my bank statement and a letter even it did I show on there account that they receive the money.

When I called to check if they have received the fax I was told by customer service it wifi take 24 hour to see if we have receive the fax !!!!! What ?

Appears this is the third review at least that covers the same time frame - early Jan-Feb 2015. The PFG's loan officer Paul did a great job of explaining their service and what they could do up front, but it got weaker from there. Due to the holidays we had an extended lock period, but there were numerous delays. These may actually have been due to the lender not getting back to PFG with their questions and requests for documents, but honestly in this day and age when I am providing documents electronically why should it take 3-4 days each time. Eventually we exceeded the lock date, and when I realized this, it was clear that the loan officer had no idea. He mentioned there would now be extra fees to extend, but I let them know that was their responsibility to keep an eye on this. To their credit they took care of the fees.

Then the lender wanted to convert my loan. I pointed out that I had provided the HUD for my current mortgage weeks ago, which clearly showed there was no reason to convert. Here's the problem; I specifically asked the loan officer to look over the entire case as these issues were making me nervous. He said he was going on vacation, and then when I left both voicemails and emails with him and the loan coordinator there was NO response from him, even after he was supposed to have returned. Seems to me if a customer asks to have their case reviewed for irregularities that's not too much to ask. So, was it a vacation or just another way to avoid a customer?

The coordinator remained in touch, and we were closing in the next week, so we just went ahead with getting it done. However, never any follow-up, a "thanks for your business" letter or email, or a feedback survey. Nothing. Seems like they do a lot on the front end to get your business, then just crank it through without a lot of effort towards customer service.

There were quite a few complaints about this company online when I did my research before selecting a mortgage broker but I was enticed by PFG's low rates.

We requested a 24 day close, which was effectively 3 weeks due to a holiday. PFG was clear that they could not guarantee anything under 30 days but also expressed great confidence in their ability to get this done so we chose them.

To help ensure PFG could move quickly, we provided everything they requested up front and responded to all requests promptly.

The loan officer and the processor seemed nice and were responsive at first. Everything seemed to be going well until the end.

When everything was approved and we were just waiting for docs, it looked like we would close on time. Then things began to fall apart. Docs were delayed without explanation and then with cryptic explanations. It became difficult to obtain answers from PFG.

On the morning of Day 26 - a Friday - Flagstar (the lender) notified escrow that there was a compliance issue. Escrow then cancelled our closing, which created a bit of a panic for us and the sellers.

On the afternoon of Day 26, we learned from PFG that they had made an error, omitting something from the Good Faith Estimate and that this would result in an additional 3 day delay.

PFG's loan officer initially explained that this was a "new" rule and that they were unaware of it until Flagstar's compliance reviewer pointed it out. When I challenged this, knowing this was required by federal regulation (RESPA) and the rule had been in effect for more than three years, one of PFG's owner/managers took over the conversation, confirmed that the requirement was not new but had been missed in error, then proceeded to offer several other explanations, including the following which did not sit well with me:

"It is only recently that we have had any of our lender's enforcing this. The first lender I have seen enforcing this fully is Flagstar. We have been using Flagstar for only about a couple months."

I might have forgiven the mistake had I felt PFG was dealing honestly and openly. Instead, while they offered some closing credits, I was increasingly encountering what I perceived as uncertainty, excuses, and defensiveness.

Ultimately, we and the sellers lost faith in PFG. We weren't willing to risk losing our earnest money and the house by giving them one more chance and the sellers would not have agreed to another extension (our 3rd) if we stuck with PFG.

In the end, we were lucky. We had family members who were able to step in to ensure we didn't lose the house or our earnest money but this whole debacle made the next 5 days extremely hellish as we scrambled to stitch a new deal together, reschedule movers, and keep the sellers from backing out. Had we not had that help, we would've been moving into a hotel.

In all, we ended up spending more than $3,000 extra to make new plans, close the initial purchase with a short-term loan and then refinance that loan with First Tech so we could pay back family.

One of PFG's owners contacted me 10-12 weeks after I wrote my original Yelp review and asked me to take it down. He explained that this was all the fault of his loan officer, who had since departed to work for another firm.

After a lot more back and forth, he offered to refund the fee for our initial appraisal and indicated he might also reimburse some of the other costs we incurred.

He sent a refund for $500 shortly thereafter but, after we completed our re-fi and sent him the documentation he requested, PFG responded through its attorney, refusing to reimburse any additional costs and threatening to file a defamation lawsuit if I didn't take down this review.

I replied to the attorney's letter, explaining that I would not be coerced into taking down a fair and honest review and that we we did not appreciate the threat.

I was then contacted, shortly thereafter, by a different owner at PFG who seemed eager to resolve the matter and requested further documentation of the costs we incurred so we could reach a resolution.

After compiling and sending the requested documentation and detailed figures -- clearly showing we were still out ~$2,500 -- there was a delay followed by more emails from the owner/manager I dealt with originally, disputing my figures and requesting more documentation, which I promptly provided.

After another delay, I received a second, more threatening letter from PFG's attorney, claiming that my figures were a "fabrication" and demanding that I take down this review immediately or face litigation.

Accusations, threats, and 3+ months of runaround on top of what was already a horrible client experience. Draw your own conclusions from our story and decide for yourself whether this is the type of company you would choose for your home purchase or refinance. Personally, I would not recommend them to anyone or ever use them again.

Talked with person, Jay Stuart, at Pacific Finance about all the reasons in DETAIL why my initial mortgage refinancing couldn't go through with the 1st company. He said those things wouldn't be a problem with Pacific Finance. I told him I didn't want to start the process UNLESS it was going to go through.

So the process was started & dragged on without updates until the day before closing. Throughout the time, I had to REACH OUT to them MANY, MANY times. They barely ever contacted me back with updates. Finally the day before closing and still no word. I called and they said the refinancing can't go through. Very UPSET to say the least. Save yourself from BROKEN promises and GRIEF and don't go with this company even though they entice you with lower rates.

In short, NEVER trust what they say. VERBAL is useless if you have to dispute. ALWAYS get things in writing.

I worked with Rich for a refi- he smoothed talked and I locked in at a great rate and low closing fees. I was happy even though he could t honor the advertised rates on bankrate, he pretty much said it was impossible.

Everything seemed fine for a few weeks, though it seemed odd that everything was passed to a processor, chAsity burpee who proved to be helpless. two weeks before lock deadline she started claiming to have problems with my papers, title. I went above and beyond to problem solve their issues, providing answers, followed up with them myself to make sure it was fine. I was told it had to be converted due to some of the details i had provided up front (they should have known ) which resulted in doubling the closing fees.

Then heard nothing. I emailed or called everyday the last week leading into the deadline asking for a status update--- NO response. The lock deadline passes and they say they still need the information I had already provided and they neglected to respond about. They extended the lock twice, made me at fault, couldnt give me straight answers, if any.

Ultimately I made it to closing a month past the original date that "would be no problem" at first contact. They also used freedom mortgage which has horrible reviews for servicing mortgages. Closing fees were 4 times higher than my orignal quote. I decide to take my losses on the appraisal fee and wasted time and move on.

All of a sudden my phone exploded with calls filled with scare tactics to get me to sign. I'm so glad I didn't, I'd rather pay more to an honest institution Then give them my money.

Buyer beware, if it sounds too good to be true it probably is. The name rich for a sales person seemed ironic after all!

Tried to re-fi with this company. I have near perfect credit and no debit other than the house and a car ($7) so it was slam dunk.

They totally drug their feet, didn't respond to emails, broke promises about closing and the final straw was when after being MIA the week they promised I'd close--I get notified that I had some papers to sign. They emailed them to me on a Thursday along with a notice that my lock period expired the following Monday and it would cost my another $172 to extend for 7 days. This after 45 days of foot dragging and my continued follow up for status. I finally said forget it and I was getting financing elsewhere.

Send them an email and voicemail--then my phone started blowing up with voicemails. More calls in a several hour period than I had from them in the previous 30 days as well as a number of emails begging me to call them and talk about it. Sent the branch manager an email along with the email string and asked them to STOP contacting me. His response?

He sent me an email about the legal requirements of lock rates and notifications, blah, blah, and nothing about the lack of customer service.

I lost my appraisal fee as a result of having to start over with another financial institution. They are so unprofessional and strike me as a 'loan mill' where it's just about pushing paper.

Terrible company! screwed up my re-fi due to incompetence.

Won't reply to e-mails or return phone calls in a timely manner. This should have been a slam dunk transaction: stellar credit rating, 20% LTV on primary residence. No other debt and huge portfolio. I could have gone anywhere but chose Pacificfinancenw.com because they published the lowest rates on bankrate.com.

However, they can't close a simple deal!

Now I am out over $1,000 for appraisal and to extend the lock (which has expired twice because of their incompetence) DO NOT USE THIS COMAPNY. You won't get the rates they advertise anyway; so go with a local bank with professionals.

Used Pacific Finance Group for my purchase of a new home. They closed the loan in less than 3 weeks and at exactly the price quoted.

They educated me about the costs that are controlled by the lender and the costs that are controlled by the escrow and title company selected by buyer and seller.

I received a quote from Pacific Finance Group and also the title company Northpoint Title and Escrow. At closing the fees matched exactly and the loan closed on time.

I highly recommend Pacific Finance Group, they are honest, logical, accurate and worked hard for me.

I was turned down by 2 other lenders before I went to Pacific Finance Group and they got my loan through. I worked with on of their LO's that has over 20 years experience. Also when the loan closed, the rate and fee's matched my good faith estimate. Loans are difficult to get and I really felt they cared about getting me a positive outcome. I was traveling when they went to sign me and they extended my lock by one week for free. My loan officer was Patrick Rogers and i worked with their Kirkland Branch.

I highly recommend.

Steven Walker

I just closed two loans with Pacific Finance Group, one for my home and one for my rental. I worked with Tony Cole he spent a lot of time checking every detail to insure my loans would have a successful conclusion.

I did not feel he wanted my business as much as he wanted to make sure my loans would work.

After starting with the loans, I was assigned a loan processor that gave me the exact a status of the loan anytime I wanted. It was a amazing that the closing costs matched to the dollar at closing as they promise, I have never had another mortgage company do that before.

I used Pacific Finance Group for the refinance of my home. My home is "underwater" but I could use the government program for my home, I think its called HARP or something.

My loan closed at the exact costs quoted and as a bonus I got a float down on my rate after rates dropped! Another thing that made me pleased was that no appraisal was required, so I did not have to pay a penny before the loan went to closing.

No application fee or fee to lock the rate. I found them online, but applied in person and the service was great.

Worst service ever. Jan, the loan processer had NO customer service skills, would never pick up the phone to explain things, just acted as a worthless middle man.

Manager of the branch, Patrick, is also helpless and proceeded to YELL at his customer. Go elsewhere, save yourself headache. Don't use them. You will be spinning in cirlces, with NO help from them.

All they do is pass things onto you, with no explanation. They offer no value add, and we have NEVER had to jump through hoops like they have when we refinanced in the past.

Just silly, and poor poor service.

Since moving forward with GMAC, it is going much smoother. Don't use

I have had the pleasure of doing business with this company. They have had a high turn around due to the Manager Patrick Rogers.

He treats his employees like he is running a asian sweat shop. I was dropping off documents in the office that my processer had requested and I could hear him through his office door screaming at someone else on the phone. I could only imagine who he was talking to. I asked my processor if this was normal and she just replied "thats who he is" We had a stall in our loan and instead of getting it cleared it we were lied to and told that it was our fault.

So even though I knew what I was getting myself into I asked to speak to the manager.

After being blamed for the situation I ended the phone call and my loan at Pacific Finance Group. Never again will I ever give my business to this company.

I refinance with Pacific group. First they are very friend and respond quickly.

After we agree with rate and fee and I applied for application, everything getting worse. They don't even update me with my loan status. I have to call in and ask what information I need to provide and they told me what document they need from me. Sometimes they even ask me to submit it again.

I took me more than 2 month and they don't even know date date for my loan to close yet. If I haven't put money for the appraisal, I would prefer to go to other place.