Hello, I'm Todd Jaenke.

“We came to Mutual of Omaha specifically for Curtis to be our loan officer. While we had Curtis, he was excellent. He promptly answered phone calls and text messages (even while on vacation). He helped ease our nerves and made us feel extremely comfortable with the lending process. However, after Curtis left the company, we felt a bit lost. No one new contacted us. The only point of contact we had with the company was Kari, the processor who worked with Curtis. Kari sent numerous emails, though did not answer calls. I called four times and left voicemails without any luck. We were given four separate disclosure statements with three VERY drastic numbers. I felt as if the man I spoke with, Nick, was condescending toward me. He said, “You should have recognize that one of those was in error.” We had 5 days from the time we received our appraisal to negotiate with the sellers if we needed to pay a gap. Our appraisal came in $4,000 under purchase price. We were unsure as to whether we would have to pay a gap, and assumed we did not, since no one said anything about it. It was not until the eleventh hour, when I received the highest disclosure statement, that I called and asked why it was so high. Then, we were told that it was for gap coverage. However, that was not noted in the itemized disclosure statement. It was merely lumped into the down payment amount. Had I not asked, I would have never known. Additionally, when speaking with Nick for the first time, he told me that he had already spoken to our buyers’ agent who said we discussed it at length and we agreed to pay the gap. After speaking with my agent, I know that to be misconstrued. I also feel a bit underhanded by the fact that this person spoke to my agent and allegedly got my consent to pay the gap without ever speaking to my fiancé or me. When closing today, the woman at the title agency recognized that some paperwork was missing. The closer had not provided our loan application for us to sign. All in all, this was a very unpleasant experience to say the least. We probably would have had a much better opinion had we continued to work with Curtis. Alas, he left for the very reasons I write this review: poor customer service.”

“When beginning our home purchase we had a loan officer that was great. He kept us up to date and well informed. In the middle of everything he let us know he was leaving MOO because of poor customer service practices. That was obvious. We were sent multiple copies of the same documents that had wildly different amounts. No one answered the phone when we had questions. Kari Roy had a long email chain that was terrible. Once our original loan officer, Curtis, left she was our point of contact but she merely sent paperwork and never answer the phone. Nick weeks became our new loan officer and he would talk down to us as if we had done something wrong because of our confusion when paperwork was sent to us incorrectly. Nick spoke with our buying agent before ever speaking to us and tried to manipulate circumstance as if our agent had given our permission and multiple occasions. ”