Erin Hill - Novus Home Mortgage

Strongly recommend avoiding this entire group. The mortgage loan originator was great. Every other employee, phone number website and app have been horrific. Extremely, extremely disorganized. Customer service seems to be very limited on how much they are allowed to help you. So the only way to get anything done is to complain so much they transfer you to the executive resolutions team who can push some stuff forward. But even this team promised to call me back and never did. There are multiple websites you have to interact with to try to get anything out of the ordinary accomplished. I received some important emails that were from a different company that I did not open because I thought it was spam. Turned out it was Novus, and the link expired after 8 hours. I have not once had anyone call me back to just ask, hey were you able to get that request resolved? Just wanted to follow up Ive been trying for 5 MONTHS to recast my loan. Im wandering alone in the wilderness at this point. When you call the customer service number, its not even Novus! Its some bank managing Novus now. The introductory phone tree says this is an attempt to collect a debt which gave me a fright the first time. I was told, oh they just say that, it doesnt mean anything. This bank is huge and terribly disorganized. A smaller local bank would be so much easier. I will choose someone else for my next home purchase.
Jan 9th, 2024

Its so hard to get a hold of someone. Instead of waiting on the phone for a customer representative, it has you leave a voice mail and no calls back. We got so many spam emails and mail after we signed our loan I didnt even know what was important or trash.
Sep 20th, 2023

Very disappointed :-(( I have been waiting for so long (and still waiting) for an answer to a Partial Release request. My attorney sent the whole package requested overnight more than 3 months ago and they keep saying that it is under revision. They told me 10 business days in the beginning, then another 30 business days , and then another 10 days (this last one was June 22nd) My attorney have been trying to reach them by email with no answer. (The Special Products Department has no direct phone number) It is beyond frustrated to have such a bad communication. We have been calling to Customer Service several times but it is not in their hands to give us a solution. Honestly we don't know what else we have to do to get this done.
Jul 22nd, 2023

As a first time home buyer, the experience has been nothing short of amazing. The Ladies we have dealt with have really helped make the process to buy our home as seamless as possible. Julie and Jessica have been there every step of the way. we would highly recommend this business if your are in the market for a great home buying experience!
Mar 20th, 2023

Sara was absolutely amazing!! She was always there for any questions and was extremely helpful though the whole process! . I would highly recommend her!!!
Mar 11th, 2023