Watermark Home Loans

Alena Shadrach _{on Google}

Nov 18th, 2021

Rob Kromberg is amazing! I appreciate his patience especially with a million of questions I had. No question was too small. His responses were always professional, full of helpful details and sometimes even ended with a fun joke that made my day! He helped me understand all of the options, walked me through the process from start to finish, kept in touch along the way, always was available and checking in with me to make sure I have clear understanding of the process and deadlines. I am so thankful that Rob was the one to guide me through the process! Outstanding job!

James Tsai _{on Google}

Nov 17th, 2021

Michael C. was fantastic in being responsive and providing everything I needed to make a decision. In the end I didn't go with him, but I am convinced he treated me so fairly that I wanted to give him a great review. Thank you!

jennifer lumsden _{on Google}

Nov 11th, 2021

Monica Reyes was fantastic from day one. I could get a hold of her at any time and she would always return a call, a text, and email promptly. She was great answering questions getting the information I needed. I appreciate her hard work and her navigating me through this extremely taxing experience of refinancing a home. I would highly recommend Monica and her team.

Dinah Adler _{on Google}

Nov 18th, 2021

My experience with Watermark (and specifically my loan officer Scott Thel and processor Karina Smith) was exemplary and I was not an easy client. When I started the process, I warned Scott that I would need my hand held throughout the process, meaning that I expected phone calls and emails to receive responses by end of day, etc..., and Scott did not disappoint. I also knew that my loan would be a bit tricky as my husband and I are both self-employed, my legal address differs from my physical address, my Equity line was never recorded on my title, and all of these things make getting through underwriting, a bit tricky. Both Scott and Karina worked tirelessly on my behalf, offering up solutions to help underwriting understand these issues and within 7 weeks, I had closed on an insanely low interest rate. I should also mention that I am a real estate appraiser in Massachusetts and I don't know of a single borrower who has gotten a rate lower than mine nor do I know of a lender who could have given me a better rate as I contacted several of my bank clients before I decided to go with Watermark Home Loans. The rate was so good that I honestly expected it to be a "bait and switch" situation but no....I closed at 1.875% on a 15 year fixed mortgage. I was so thrilled with my experience with Scott that I have since sent several people his way for refinancing and at least one of them has already closed a new loan with Scott. If choosing Watermark Home Loans (and again, specifically Scott Thel) for your refinance needs, rest assured you will be in excellent hands.

Henry LeGard _{on Google}

Nov 10th, 2021

Working with Watermark Home Loans to finance a new home purchase was quite easily the worst customer experience I have had in my entire life. And it's not even close. The employees I dealt with were incompetent, unprofessional, and rude; the process took 2x as long as they quoted me; and I had to spend dozens of hours of my own time correcting their mistakes.
To begin, both my direct loan agent and his boss, Thomas Cross and Casey Lamm (respectively), were inept, rude, and adversarial throughout the entire process. Thomas was on vacation more days than he wasn't (during a ~70 day process), literally got the purchase price wrong when he was submitting it to underwriting (which caused crazy headaches and rework later), didn't start looking for an appraiser until way too late, never answered phones/emails/texts, did not alert me in advance of a rate lock ending, didn't explain the process to me (first time home buyer), and told me we could close on 5/31 when we weren't able to until 6/29 due to repeated internal failures at Watermark.
When I tried to go to Thomas's supervisor - Casey - either when Thomas was out of town or when he wasn't answering or when he was making errors, Casey didn't once take accountability, and I was always met with adversarial conversation. Not to mention his incompetence as well. And finally, they always mentioned / told how many deals they had done and how much experience they had, but it literally did not show once.
As I mentioned above, Thomas and team did not submit a request for an appraiser until probably 2 weeks too late, and then when he did - Thomas got the contact information wrong, which further delayed the timeline. Later, the purchase price changed slightly, and Thomas failed to update the underwriting team / loan officer, which delayed the process another several days. They also failed to identify a term on the initial rate lock, which cost me hundreds and further extended the timeline. Overall, the close timeline estimate was ~40 days, and we weren't able to close for ~70.
I do want to note that two people I dealt with were competent and helped dig us out of several holes that Thomas and Casey created. Karina (loan servicer) and Matt (appraisal logistics) were effective and provided good service.
Overall, I highly recommend searching literally anywhere else for home financing.