Originally, I started out as a solar customer of Loanpal (now GoodLeap)... no problems there. Later, I decided to try going with them to refinance our VA mortgage loan. It started out great, working with Roland... good communication, clarity with what documents he needed to move forward with the loan. It wasn't until our loan was transferred to Kelly Lee, our loan processor, that communication came to a complete halt.
In fact, I didn't even know she had our file, until I reached out to Roland, & was then told about it. And by that time, an entire week had passed by. With Kelly, there was no reaching out on her part... if I had any questions, I had to call, email, or message her through a message link I was provided... & even then, I wasn't guaranteed a call-back. Most of the time, I would have to call her, if I needed something... the thing is, 99% of the times I called her, it would just be sent straight to her voicemail. And, those weren't the only issues I was having with this company.
I don't know if the underwriters were new at their job, or what... but, every time I would provide them with documents they requested, they would then decide they needed something else... this went on for more than a month. A month after my WDI termite inspection results were sent to them, along with other documents they had decided they needed, they halt the process to tell me that I needed to have an issue fixed, that was noted on the WDI termite inspection... which, not only has this same issue been noted on two previous WDI termite inspections (from two previous VA mortgage refinance loans), but was an already existing issue, long before we bought the house... & has never been a problem.
On top of that, the underwriters took the amount of our cash back, from $51k to $10k… that's a big step back. The worst part is, they just dragged this on for more than a month... when, had there been proper communication (or just communication at all), we would've had more time to straighten this out.
Now, we're screwed, because the entire purpose of wanting to get our mortgage loan refinanced is for the cash back... which we were going to use to pay off some bills, & set some aside for savings... & possibly some home improvement projects. Now, there's little to no chance that the GoodLeap underwriters will approve this loan for closing... 60 days & dropped credit scores (from them requesting our credit reports), all for nothing. What I do know is, after our solar loan is paid off, I will NEVER go through this company again, for anything.