Zillow Home Loans
Reviews and Complaints

I would give 0 stars if there was that option! DO NOT USE ZILLOW HOME LOANS. They will ghost you after all the work you do to get all the required paperwork. I spent a month getting together all of my paperwork and was approved for a refinancing. I locked in my rate. After that, Zillow ghosted me. Never would return my emails nor calls. I've been waiting 4 months now and still no word!

I recently refinanced my home through Zillow Home Loans, and it was the quickest most efficient process I've encountered as a property investor. From the initial contact with *** collecting my information, to the hard work by *** to get my loan processed and closed within 3 weeks, in the middle of the holiday season. This team was truly amazing and I would highly recommend them.

Michael M bent over backwards to get us the rate that we wanted. We had some difficulties with our credit scores and we applied with other lenders. None of the other lenders worked as hard as Michael did to get us the loan and rate we wanted. Michael was available at any time and he was very responsible getting back to us to answer all our questions. Michael is also very educational and gave us a lot of guidance on things we didn't about buying a home. His advice was very helpful.

This was my first homebuying experience and I couldn't have asked for a better loan officer. Mike M was always available if I had questions. He's extremely professional, experienced and his communication skills are impeccable. Mike has the best personality and sense of humor. That made me feel comfortable during times when I was stressed waiting for an approval decision. I appreciate Mike checking in and keeping me updated on the process. This is your go to guy if you're looking to buy a home. Thanks, Mike for everything!

I worked with *** on my loan. He went above and beyond from day one! He helped put in a good word about my creditworthiness to sellers. Typically loan officers don't do that but Phu went beyond the call of duty and helped get my offer accepted. During the loan process he was very responsive, curious and patient. He gave me a very competitive rate and his team closed quickly once they had all the documents. By quickly, I mean literally within an hour of having all the docs, I had the final approval. That is super fast! I would finance/refinance with Phu at Zillow Home Loans any day.

We were pre-qualified and pre-approved for an FHA home loan through Zillow Home Loans and the process was going great. The loan had gone to underwriting and we had not heard anything until our *** Estate Agent had reached out telling us that the loan wasnt going to go through due to the title being incorrect (it had been fixed but the appraiser and loan officer refused to acknowledge this). We then learned that our loan officer had assumed without asking us that we would be able to pay of a debt before closing. Without this knowledge before hand we couldnt look for a new loan sooner to close on this house. I am incredibly disappointed in Zillow Home Loans and their communication skills.

I worked with Mike M, and he made the daunting task of buying a home easier than I ever would have expected. His help in connecting me with a quality realtor, walking me through the loan process, and responding to my many questions with almost always an immediate phone call after I send him a text. No question was too minor, and he was able to explain it to a first time homebuyer in a way that I was able to understand. Mike was even kind enough to tell me which BBQ places to visit in Kansas City when I head out there for a work trip later this year. I could honestly continue on and on about how great it was to work with Mike, instead, I will insist that anyone looking for a lender to consider working with Mike. Thanks Mike!

Michael M's super power is customer service! Unbelievably exceptional customer focus. I cannot say enough about how amazing Mike was during the entire process. As first time home buyers we were terrified of the entire process. From day one Mike was there for us and went above and beyond in every effort to make our dreams come true. From finding the perfect loan to answering all 800 of my phone calls, we have never experienced the level of customer service Mike gave to us! Not only did we get a home but a friend in the process, i could not imagine having anyone else on my team. Mike you are truly amazing and did an unbelievable job getting the deal done! If you are a new home buyer, look no further, you cannot possibly find a better loan officer!

Very bad experience.A few examples;Per closing documents;Borrower disbursement was to be wire transferred, instead a 3rd party business check was mailed. It was also agreed upon in writing an auto loan was to be paid off by Settlement Agent with part of the proceeds. It was not. Instead a 3rd party business check was sent to me payable to creditor, so now it's on me to pay off loan using a 3rd party check instead of a simple electronic transaction had I simply elected to recieve 100% of Borrowers dispersal.After closing when I was suspect of closing agent, nobody would contact me in a timely manner, when they did, they assured me they would "monitor" the process to ensure the contract was honored. They did not. Just a very, very bad experience, I would most vehemently not recommend.

is absolutely amazing and a God sent. He went above and beyond anything I ever expected while trying to get approved. *** immediately got to work on my application, he worked and got me approved in less than an hour. I told him my situation of how I needed to find something within 40 days and how I had lost hope; and was looking for an apartment. *** said we can do it! He encouraged me not to give up. He assisted me in looking for homes in my price range and text some addresses to get me back on track. *** explained the process, the dos and dont, what to expect etc. He made me feel like he really cared. Thank you *** for your professionalism and your understanding and your willingness to go above and beyond to help me! My God continue to bless you

I closed my loan with Zillow Home Loans on May 20. I knew it was a possibility that the mortgage would be transferred (sold) to another institution sometime after closing; however, I did not expect it to be mishandled. I made the first 2 mortgage payments weeks before the due date. I mailed the second payment on July 1st (which had a due date of August 1st), and the check was received (cashed) by Zillow Home Loans on July 9th. I then received the first statement from BSI Financial on July 12th indicating that my mortgage is 12 days past due. Neither of the 2 payments were transferred from Zillow Home Loans to BSI Financial.I had a mortgage transferred in the past, but it was not mishandled like this. The new lender had all of the payment information, and there was no action required on my part, nor did my mortgage show past due.

Zillow Home Loans, LLC lacks professional integrity bordering on fraud. I was a licensed realtor for six years, I have personally signed for a full dozen original mortgage loans (and many more refinances) for both private homes and business properties over my 65 years. I know what financial condition qualifies a person for mortgage loan. I own three occupied rental homes (all free and clear). My credit score has been well over 800 for many years. My debt ratios were all well below (even their) standards. I can easily prove every statement. Last month I applied to Zillow Home Loans, LLC for a 60% LTV refi on my personal home to lower my interest rate (no cash out). After my rate was locked and my application was being processed, mortgage rates rose significantly. What do you know? Yesterday they said that they wouldn't close my loan. I can only guess that they decided that they could make more money by loaning that money to someone else at the higher rate. Our friend in the mortgage business. I will admit that they did say that "they were sorry."

I had the worse experience from this company. I was introduced to this company due to my Zillow cash offer for my departure home. That being said, I was assigned to a loan officer that does not know what he does so I opted to go back to my previous loan officer. Their rates is higher than others but I was currently with the Zillow program so I chose them because of that and nothing else. The manager, ***, called me and said he will take over my case and rest assured everything will work out and reminded me of what I get with the Zillow program. I had a good one week until near my closing when all my disclosures need to be corrected and I am the one telling them where they are lacking. The manager said, That is awesome if you have that lowered to that amount. If you are being asked about discrepancies, I ampretty sure the first thing is to look at it before you give that response. Two days later, I got a call from underwriting and they told me about the same discrepancy that I was asking them from my closing disclosure. I would not bother if they just acknowledge their fault (they were just short of $556 a month plus the prepaid) but this lady told me Well, if we did not catch it, you still have to pay the difference through the supplemental tax *** that will be sent to you.I kept my cool because I need to get this transaction done and it was too late to change to another lender. A day before closing, I informed them about another discrepancy on my final closing disclosure. If you are not on top of it, it is most likely you will be delayed with the closing. They are very unprofessional.

I applied for a home loan through Zillow in 2021. The actual home loan process worked fine, and I was approved and loan was issued. In April, the home loan was sold from Zillow to *** Financial. During the sale of this loan, Zillow also notified my *** of the sale, asking them to update their lender information. The sent information was not correct. The information that Zillow provided to my *** however did not match the name of the lender they sold the insurance to. I did not catch this until 1 week before the insurance was set to be cancelled due to non-payment, and it required 8 hours of work on my end dealing with customer support agents across both the home insurance and the new lender to understand what the issue was. I contacted Zillow to report this issue, and will share the feedback that I received around this. "We have been told that a system generated letter is sent the insurance company on the loan when we transfer a loan to a new investor. The *** address on the letter was the address we had in our system at the time. Regrettably, *** changed their address and the update to our system took longer than it should have. The address has been updated since that time to the correct address."Given that the information they originally sent literally misspelled the word "PO Box" to "PO Bx", I am a somewhat doubtful of how system generated that is, but that is irrelevant. tl;dr: When Zillow sells your home loan and updates the information from your home insurance, please reach out to your home insurance AND your new lender, and insure that the information your home insurance has on file matches contactable information for your home lender so you do not end up in the same costly situation as me.

We started the refinance process on our ***, *** residence on the morning of March 5. *** asked for the typical documentation needed except that they wanted to go through their Underwriting department first before formally submitting the application. Their rationale was if their Underwriting was not going to approve the loan, then *** did not want us to waste our time filling out the application. That in itself is a red flag as we've been buying and refinancing over 30 years and never heard of this before ***. However, we agreed to proceed on good faith and no risk to us.Over the next 3 weeks, ***'s Underwriting team kept asking for more documentation, which is nothing new to us as all underwriters have insatiable appetite for documents. When they asked for a copy of our homeowner's insurance policy, the request was anticipated and we sent them a copy to show the home was insured. Unbeknown to us, *** contacted our insurance company and requested that our bank be stricken from the policy and it be reissued with *** as the ***. Again, we were still in the pre-approval process and had not signed any HUD-1 or other closing documents.About 2 weeks later, we had a broken exterior water line that resulted in some water damage on the inside of the home. When we contacted the insurance company, they initiated the claim and mentioned that any checks would include *** going forward. We asked our agent about this, and they provided us the document showing how a request had been initiated to change the *** to ***. We immediately got on the phone with our *** rep, and he stated this was "common practice". Again, in over 30 years of buying and refinancing a home, I have never seen a policy get updated until after settlement takes place. In the interim, due to ***'s predatory loan tactic, we are now delayed in receiving reimbursement for plumber and other vendors that have been in our house to repair the water damage. Furthermore, we are now working with our bank (they initially said no refi, but have since found a program we qualify for) to refinance the mortgage as we are solely looking to reduce the interest we are paying.After nearly a week, *** has not corrected the problem despite telling us on the phone that they would. I sent them an email this morning (30 Mar 2021) stating that I would be filing a ComplaintsBoard.com Complaint (this is it) and will seek legal action if they did not undo the policy change by close of business today. Apparently that caught their attention and all of a sudden they could find the time and phone number of our insurance company to restore the ***.Needless to say, I would not recommend anyone do business with ***, even with a refi, unless you're prepared to review every letter of every document they *** you with. I thought I had carefully reviewed all of the application documentation, but apparently I missed the spot where they snuck in the verbiage that allowed them to change our insurance policy without notifying us.

The company has provided inaccurate information and is refusing to

The business has refused to correct mortgage amounts for now over 8 months. I've sent all required documents and retained proof only to be joked with and disrespected.

Zillow home loans sold my loan to 2 diffrent mortgage compaines once in November and then again on December 3 2030 the second company is trying to foreclose on my house while I have been paying the other company monthly. Zillow home loans has RUINED MY CREDIT

Within a month of closing the refinancing, Zillow Home Loans transferred the servicing of my loan to a company called Mr.. During this transfer, the additional/extra principal payment of $720.73 (paid with my first payment) was NOT applied the principal balance transferred to Mr.. I have been asking for this $720.73 back for over three months. Many phone calls, emails, secure-message-center emails ... No response other than the standard letter " we are looking into this issue". Their call center agents are clueless, cannot reach their own supervisor, and connect me a supervisor whose voicemail is full!

I originally refinance my loan via Zillow Home loans back in October. At that time of closing, I requested if I can remove the PMI since it's just small amount remaining. The amount remaining to remove the PMI is around $1100. I was told I can call Zillow as soon as we complete the loan process. I called them several times and left them a voicemail and I didn't hear from them. I made my first payment to them in December and then the same month they transfer my loan to *** which is my original mortgage company before refinancing to 15 years. I requested *** to remove the PMI and I was told that the only option is to pay $5400 in order to reach 80% LTV.

We received a late payment notice from Zillow this month, saying that we own them ~$5k (2-month mortgage). However, our loan has been transferred to another bank and we've been making payments to that bank since January. I called them on 3/16, and the customer service gave me an email address and asked me to send the bank statement to an email. What I received is an auto-reply, and nobody helped me to solve the issue. I called today again, and they told me I owned them ~2.5k (1-month mortgage) since the loan was transferred in March and I should pay the Feb mortgage to them. And they gave me another email address. I guessed I wouldn't receive any reply. ComplaintsBoard.com complaint probably is the fastest way to solve it...

Zillow Home Loans transferred my mortgage loan to *** Mortgage effective September 1. Zillow Home Loans was to stop receiving payments as of August 31. From that point on Zillow Home Loans was acting fraudulently by billing me continuously through December this year. I have been paying my mortgage on time to *** Mortgage Co. per my monthly loan statements. Now, as of December 10 they have again attached my *** Credit Report with a 90-day Delinquency, which has dropped my rating by 66 points. Now they say the loan will transfer on 12/17 because they forgot to finish the paper work back in July and August. I am including transfer letter dated 8/14 and now a new transfer letter dated 12/2.

I received a home loan from zillow home loans in sept. 2020. My first payment was due Dec. 1, 2020. I mailed that first payment out Nov. 13, 2020. A few days later, I received a letter from another co.(not zillow home loans) stating, they have taken over my loan. My first reaction is to call zhl(zillow home loans) to get a confirmation. After leaving a few messages over a couple of weeks, I finally get a call back from ***. She did confirm the transfer of the loan and receiving my payment but the payment goes through a third party before being sent to the new loan co.. After a couple of weeks of calling my new loan co. and them telling me, they don't see the payment from zhl, I start calling *** again. Numerous calls with no return, it is now very close to the Christmas holiday, so I wait till after the New Year holiday to resume my calls. Still no return. We are now into Jan, 2021. At this point i am pretty irritated, I call and start putting in random ext. numbers to get anybody that might be able to help. I did finally get a person on the phone, I think it was *** but he could not help so he said he would reach out to *** which I did find out later he did but *** didn't reach out to me. After waiting a few more days, I contact another person to try helping, ***. She contacts *** via email. Now *** and I start an email communication and she says the third party co.(DMI) sent the payment 12/29 but it is almost Feb. and the new loan co. has not received it yet. What is going on here and where is that check?

In November I started a refinace of my home to Zillow Home loans Llc. Zillow was offering very competitive rates. I started the process. Their customer service team was great at communicating and making the refinace seem as if it would go smoothly. Next came the loan processing team. They made an error on my payoff amount which caused my previous lender to contact me and tell me I owed several thousand dollars still. Zillow processing team took care of the issue quickly but not before I incurred a late fee on my old mortage payment because of Zillows mistake. Small error. I just wanted to move on. Next I waited to receive a statement from zillow on where to make my payment. Zillows website was not set up to create a mortage customer profile to make payments. All I had was an address to mail a payment to like it was 1980 or something. I reached out to their loan servicing team. They assured me I would receive a statement in the mail prior to my February due date. A day or two later I received a notice that my loan was sold to *** Bank and I was to make my February and all after payments to ***. I went on ***s website and set up my auto draft account. Feb 1st my payment was withdrawn. Feb 5th I received a statement from Zillow saying my mortage was owed to them. I contacted servicing which is impossible to make phone contact with. They said they made an error sending me the document saying my Feb payment was owed to ***. They made a new document and dated it in February saying they corrected the document. They contacted *** and reversed the payment to zillow. Since Feb 10th when *** sent them Feb payment zillow service team has said they received payment but their payment phone system still says I owe my February mortage. I am very concerned Zillow will cause a 30 day late hit to my credit due to their errors. I have all documentation and emails to back my statement here.bi want zillow to fix it immediately. Thank you.