I'm giving them one star because we actually got the loan, but to be completely forthright, using…read moreZillow Home Loans as our lender was one of the worst decisions of my life. From the time our offer was accepted and we paid our earnest money, the entire process slowly, methodically became more and more increasingly frustrating and maddening.
To explain, I'll start with 6 months ago. My fiancee is still on a mortgage with her deadbeat ex-husband. They've been divorced over 14 years, yet because of his slackness and not paying his bills on time, she can't get off their mortgage. Our Loan Officer, Logan Kadolph told us that as long as she had a divorce decree, it would not be an issue. She easily provided it. Fast forward to two weeks before the scheduled closing we were then told "Well... she is still on the mortgage and liable." We were shocked. My fiancee was in tears for days.
Later they decided to simply excuse this.
As the closing date grew closer, I would get texts or emails saying "Everything looks good to close" and the very next day or hours later we would get an email from Julie Kim, Mortgage Loan Processor, and she would then send of list of more documents to upload. This was constant, a daily, never ending list of things to sign. I've purchased a home before and the first time was EXPONENTIALLY less complicated than dealing with Zillow.
For the final straw, the day we were scheduled to close, they then said that my tax return and tax transcripts from a previous year, the amounts did not match, and I needed to give a reason for this. I said it didn't matter, since I had paid the IRS in full the previous year. They said it did matter. My fiancee simply Googled searched this, emailed that back to them showing that the transcript is the final word from the IRS, therefore there was nothing to resolve. Nevertheless, they canceled our close... to only HOURS LATER then say that they would excuse this. So as I had said earlier "It didn't matter!" But that was AFTER the close of business hours on a Friday, so we had to take off work AGAIN days later to finally close on our home. These are just a few examples of numerous issues we had with Zillow. Multiple times my fiancee and I said we wished we had used our bank.
Bottom line, in my experience this organization is completely dysfunctional and it definitely seemed to my fiancee and I that communication within their team is severely lacking. I'm a clinical therapist and I counsel numerous couples, often times doing pre-marital counseling. Should any of them ever mention buying a house in the future, I will tell them "If you want to keep your sanity and peace, do not use Zillow Home Loans."