Company Response on :
The complaint from "tander" finds fault with a telemarketing/call center atmosphere. That it is offensive to him is certainly beyond our control and he is well within his rights to deal with whatever company best suits his needs. However, the complaint references a girlfriend whose refinancing process took ninety (90) days. While this is not our usual time frame, certain loans are more complex by nature of the applicant or the property. The more complicated the process of finding a good fit in terms of a lender and subsequently meeting all stipulations for closing a loan the more time the process takes. We have offered to investigate a specific complaint, but have had no response from "tander" so that we can do so.
You will find here following excerpts from just a few of our recent Customer Satisfaction Surveys that are conducted at the conclusion of each loan closing. Almost all were initially contacted by a telemarketer.
From Ernest: "This was the best experience with refinancing that we have had over the years. . ."
From Larson: "I appreciated the patience with which the loan officer explained the programs and answered my questions."
From Linda: "The loan officer was extremely helpful in finding a mortgage for me. He went the extra mile where as a lot of other contacts from other mortgage companies dropped the ball, didn't follow up with me. He was very informative & explained things in a way I could understand."
From Greg: "I would come back and/or recommend Alpine to anyone. Thank you."
From Linda: "They have gone beyond expectations in helping me!! Thanks!"
From Lentsch: "I truly appreciate all the time and effort that went into getting us not only the Refi at a lower interest but a high enough property assessment to allow the removal of the PMI."
From Jeff: "I started with another Mortgage co. but they were not working for or with me. Alpine did!!"
From Dick: "GREAT JOB - GOOD COFFEE"
From Paul: "I would recommend Alpine to anybody ad will. Friendly, helpful and spoke to me as an equal and explained all that needed explaining. Made the process fun."
From Jeff & Dawn: "I came to your mortgage company with my doubts because of my past experiences with mortgage companies. Our loan officer told us she could probably help. She went way beyond that-she went the extra mile and a half for us. She made our dream of having our own house a reality. We can't thank her and your company enough. Thank you very much."
Anyone with a complaint is welcome to contact us directly. All complaints are taken very seriously, thoroughly investigated, and a satisfactory resolution is our goal.
Mary Elizabeth Tack, Legal Director
2425 E Camelback Road, #800A, Phoenix, AZ 85016
(602) 840-6700 voice or (602) 840-1005 fax