Ruoff Mortgage
Reviews and Complaints

Runoff staff is friendly enough BUT after I received the loan they sort of took over. They sent me past due notices right after my first payment until I signed up for auto pay. Then they sent me a notice that my "wind" insurance had expired. I never had wind insurance. They continued with these notices warning me that if I didn't get wind insurance that they would take the price for their's from my bank account- which they did. Then they sent me another notice informing me that my monthly payments would be increased by $100.00. I was afraid to use the money. There were too many strings attached. I paid off the loan.

I used Ruoff Home Mortage based out of their ***, Ohio office. We worked with Jack *** and loan officer assistant Seth ***. Jack worked hard right away to get us our pre-approval letter ever after business hours. They made the process smooth and very easy to understand as we are first-time home buyers. Jack and Seth were great, answered all questions we had, and I never had to wait very long for a response email or call back. We appreciate everything the team did and the portal that Ruoff uses was very user-friendly and easy to follow where we were in the process. Jack also recommended someone for homeowners insurance and she was just as great! Highly recommend!

This company has destroyed my credit due to the company not keeping up on things with they're part. I signed up for autopay and they did a "reboot" of the system which locked me out. After 1 week of working with them to get in apparently autopay didn't work which left me behind. They did try to call and would ask for all my personal info without telling me what it was about. With the scams now days I hung up and tried to call back. I received more information stating I was past due and after I finally got in touch with someone was told that if you were past due 1 month auto pay would not work for the next 2 months, so I paid what I needed upfront at that time. They ended up destroying my credit and will not reverse it for the mistakes they made.

Self employed or if you are a business owner stay away from Ruoff. Ruoff will not believe any financial document you provide them to prove either wealth or income as for a refinance home loan because this is what has happened to us. We have been scheduled 8 times to close but at the last moment the ask for more or updated documents. They keep moving the goal posts. We have provided them our last two tax returns for both our company and personally. Now jus last week when we were to close last Thursday at 4pm that they now need W2s, update P&L and 2021 Tax returns. They asked for these that Thursday morning. Unbelievable.They either don't understand what it's like to own a business, be self employed or they just don't care.We are moving on which we should have done months ago.

I have been a customer of *** for 3 years. I have always been please with them until now. Usually I make my payment through *** pay with my bank. Last month I called in to beat the deadline. I gave them my account number and routing number and they withdrew the payment. Then a month later I received a delinquent notice! They said they have no record of payment. I understand stuff happens so I sent them my bank statement. That wasn't good enough so I had a trace done through my bank. You can see it says Ruoff mortgage right on it. They still say they do not have record of my payment. My credit was hit for over 80 points and this is still going on! I have contacted the attorney general so hopefully I can get this resolved but I cannot believe that they will not take care of this when I proved multiple ways that I paid on time!

Ruoff is the best mortgage company on the planet. This is an honest company and this company really tries very hard to help their customers obtain home ownership which is a step in wealth creation in the United States. The process was seamless and the team will help you get the best deal possible. In addition, they will follow through on what they promise. Ruoff also has the latest tools on how to send documents. Ruoff looks at you like a human not a number. Ruoff looks to see how they can approve you not deny you. I am a single woman who owns my own business and Ruoff looked at the entire picture of my financial well being. The closing process was very smooth and even the title company told me how happy they were to work with this company. If you are looking to buy a home don't even bother looking anywhere else. This is the only company that will try their hardest to help you get a home. I will forever be grateful to the Ruoff Team, Cliff, Emma and Vanessa. Thank you so much Ruoff!

at Ruoff took over after another lender approved me for a conventional loan, which I did not meet requirements for. After that issues, they switched me to FHA, but that lender failed to tell me I needed to sell my house before getting my new house. You cannot have two FHA loans. This is where *** came in. He tried several attempts before accepting me as a client to fix what the other lender failed to do. Those options did not work. We switched everything over to *** at Ruoff. I refilled out the applications and we were set. Everything went smoothly and items were corrected. He answered questions and kept me informed. He worked professionally with our realtor and made sure she was aware of everything so it would go smoothly. Everything went smoothly, he was professional, and I never had an issue. I did my part which makes their job easier, but also allows for them to double check everything to ensure there will be no problems. We had no issues. We are in our new home, and we love it!

I am so happy to tell my experience that if I could give Ruoff 100 stars, I would! At first I did not think it would be possible but with effort and perseverance everything is possible! ?*** and Ruoff team is incredible, they all did a fantastic, professional and 100% effective job. One of the most important things is she make me feel comfortable and positive! She always kept me updated on the whole process, doesn't even need that many calls as long they have everything they ask for and need from you. She always answered questions *** is one of the best Loan Officer that if I had to choose her again with my eyes closed I would go with her! Thank you very much for letting me take an important step in my life which was to buy my first house and of course I will recommend her and the Ruoff team with family and friends, not to mention that apart from being THE BEST ? they have her and a whole team helping people with the Spanish language that makes some of us feel more comfortable.

I've used Ruoff twice, for a home purchase and then again to refinance. The first transaction was fine, which is why I reached out to the same mortgage broker to deal with my refinance. This time around, everything went wrong - technical difficulties with the online application, typos and errors when the mortgage broker had to manually update things that I couldn't update myself online, and the appraisal...oh boy, the appraisal. It came in about 7k lower than I expected, based on all of the improvements we had made in under a year and the sales prices of the houses selling all around me in my neighborhood. We are at a lower price point, so 7k makes a big difference. All I got from the broker (and her boss, who emailed me even after I told him I didnt' want to discuss anything) was that "appraisals are what they are, appreciation is usually only this much, etc. etc. etc. " Funny, how 3 months later, I log into my account to make my monthly mortgage payment, and Ruoff now has this little feature that shows you your estimated home value...which somehow has gone up 9k since the "appraisal" in December?

I had a horrible experience with Ruoff Mortgages underwriting department. I qualified for an *** loan through them and was a week from closing. The appraiser they sent out to appraise my home assumed that I had an attic in my ceiling and the underwriting team wanted it inspected. However, Ive lived in my house nearly 20 years and knew that one never existed. I had an inspector come out to inspect the ceiling as requested, and he found no evidence of an attic or opening to an attic. The appraiser they hired refused to take action himself to look and see if one even existed which was his job to do in the first place! The underwriting team refused to refinance my home due to me not having an existing attic for them to inspect. I also gave them the dimensions of my house which is public knowledge from *** showing that no attic existed and they still wanted an attic inspection done. Im deeply angered and heartbroken that I couldnt get the loan that I so desperately needed. I think they really need to learn more about the *** guidelines and take into consideration that homeowners and inspection professionals know what theyre talking about!

We are very disappointed with Ruoff Mortgage and our experience with their company. They held our mortgage for a year. Shortly after our mortgage got passed to a new lender, we received a delinquent tax notice from our county. Our taxes were set up to be paid from our escrow so that did not make sense. After looking into things and digging deeper into the whole thing we discovered that despite having emails confirming they were paying our taxes from our escrow, they in fact had not. We have been on the phone with Ruoff many many times. They have never once called back with information and even hung up on me once for no reason. One phone call they told me they paid our delinquent taxes and took care of it and after waiting the allotted time and noticing no change I called again to find out they had lied about that. They are giving us the run around for a problem that is their own and that they created and they will not step up and take care of the issue. What SHOULD HAVE BEEN a simple Im sorry, we made a mistake, that never should have happened. Let us take care of that for you has turned into a 3 month long, back and forth problem that they still arent fixing.This is a mortgage company. They are supposed to service loans. They are doing no good service at all. Do not get tangled in the trouble of this company.

DO NOT USE RUOFF! Our loan officer was amazing but Ruoffs underwriters were incompetent. They took 5 WEEKS and 4 appraisers just to figure out we couldnt do a 30 yr fixed mortgage on a 2nd property. By the time they FINALLY closed us, they had changed our closing date 4 TIMES! The seller almost walked. WE WERE STUCK WITH SCREW-OFF mortgage because the seller wouldnt wait to for us to change banks. At one point in WEEK 8 Ruoff underwriting told us we didnt hv enough income to do a cash out of our residence. THIS WAS IN WEEK Eight! Thats a DAY 2 issue! AND THEN we were told our loan was being edited by their own underwriting *** Cost us another week! And interest rates continued to rise! The anxiety and turmoil Ruoff put my Wife, myself and their loan officer through is unacceptable. Their underwriting *** change their story with how far along the loan was so many times that at one point my wife and Loan officer were both on the phone in tears. And the biggest kick in the gut is they took us from a 4.5% to a ***%! $6800 they charged us on a $420K cash out. All because they took so long to get the lone done. Rates continued to rise. They boast about how big a company they are but this is really their biggest problem. TOO BIG TO operate efficiently and care about how the customers life is on hold during the process. To make up for our troubles a cheesy Upper mngr sent us a gift card to a top steak house with a hand written note, - sorry for your experience . You would think the would have at least givin us a break on their fees. Nope. Nice try Ruoff, we will be telling everyone we know the terrible experience we had with your company! DO NOT USE RUOFF MORTGAGE. Or should i say RIP YOU OFF Mortgage. -*** R

From start to finish this process has been HORRIBLE. Do not use Ruoff! Loan officer has been horrible. Loan officer had no communication with us, when we asked her to call us etc. Not even emails when we got closer to closing! Our closing dates were pushed back 3 times. We were then told that we couldnt move forward to close, because the inspector report didnt come through, even though he sent it to her the day of. This was a week before she found out from us that he sent it long ago. Clearly she didnt read her emails! We had to contact her manager to help us & get some clarification. He was mediocre to help us out, due to the fact that he was doing his teammates job.. but he was also slow at *** was no time for slow responses. Closing day, the title company told us it didnt look like we could close the *** of because Ruoffs staff did not send the documents they needed on time. Mind you, we were already downtown ready to go. EVENTUALLY it was sent. Didnt close at the time they said we would. They couldnt even tell me the closing costs amount! Just told me to do a check for 2 grand & then they would give me the difference if anything. Like what on earth? We had to call the corporate office to let them know what was going on. Thats how bad it was. Spoke to *** was very nice to listen to us cry & our frustration. It was literally pulling teeth to get things sent over from this branch. We didnt actually close until AFTER business hours which was 7:30pm on a Friday! The title company, *** involved with us were wondering what was going on. Highly embarrassing. The realtor will probably tell her clients not to use Ruoff. We were even recommended by my parents to go with Ruoff. My parents closed with no issues during the time they bought their house. I would recommend people go elsewhere before they use this specific branch. We didnt think our first time buying our home would be such a horrible experience.

My husband and I are first time home buyers and we put our trust in *** from Ruoff Mortgage. He seemed very nice and personable as we spoke about our personal lives with him and told him our expectations of moving out of state within the next year. We trusted him to help us understand this process as first time home buyers and feel that we have been taken advantage of as we only wanted to prequalify to get an estimate of what we could afford since we were not ready to make an offer yet and expressed this, yet a hard inquiry appeared on my credit the next day which is not needed for prequalification. This means he went ahead and actually applied for a loan without our permission to do so. Hard credit inquiries should only ever appear for preapproval, not prequalification, and now my credit will be effected again once I am actually ready to apply for loans and put an offer on a house. I feel as if this was a sneaky tactic to try to get us to go with their mortgage company without allowing us to shop around at the time we actually needed to without it effecting our credit yet again. Any honest mortgage lender should not have recommended preapproval when we have stated multiple times that we were not looking to buy right away as I have not even secured a job in the area myself and we were only trying to get an estimate on what my husbands income would possibly be approved for on its own, yet we wanted to jointly apply for a mortgage when were ready and expressed this. Now they have lost our business completely because of this dishonesty. You would think they would want to help a young newly married couple, but this is truly ruthless and sneaky behavior thats only to their benefit. Im very disappointed because we chose this mortgage company out of the hundreds that had spammed us because they seemed the most personable and trustworthy, but we were mistaken in their intentions. I will now have to go through the process of filing a dispute on my credit.

I have a new mortgage with Ruoff. My first payment was due Dec. 9th automatically and as confirmed by a letter Ruoff sent on Oct. 21st was ready for automatic payment. After the payment was not pulled through their system, I called customer service to see if the automation was set up in my account since I could not view the automation approval in the customer portal. The representative said no, thus I paid the bill and asked for a note to be placed in my account stating I paid Dec.'s installment. On Dec. 10th Ruoff pulled another installment for Dec. ultimately double pulling my mortgage payment for Dec. Further, on Dec. 9th, I requested a statement from Ruoff stating I only have 1 loan associated with them for a home improvement loan, I have yet to receive this letter a week after the request and six follow up phone calls to see where it was. Today, Dec. 15th I was told that it is in the system to be generated on Dec. 17th, eight days following the request and after I have been told it was emailed and mailed. Additionally, on Dec. 14th I received a call from Ruoff stating a loan numbered XXXX6XXXX was closed. However, I have never had another loan with Ruoff and the loan number they provided was not my number, which means my account was compromised with another client's sensitive information. I have requested to speak to a supervisor 4 times following that discussion and filed a formal complaint with Ruoff. Each time I request to speak with a supervisor, I have been told it would be 24-48 hours for a call back but again, no one ever calls back. Thus, I have had a letter request neglected, doubled charged for my first mortgage payment and my account breached and I am not able to be forwarded to a supervisor nor will a supervisor call me back! I am at a loss on what to do. IS RUOFF NOT CONCERNED about the security breach of their client's account and unfair payment practices? Stay clear, I have been with Ruoff for the duration of one payment and am looking to refinance with another company immediately.