Just had the most unprofessional call with Green Tree Servicing.  Before I provide the details, let me just say that 99% of the time, the people I speak to on the other end of a short sale are courteous and professional.  I fully understand that I'm not their primary concern throughout the day and respect that position. 

I had followed up on a faxed package to Green Tree for a short sale.  Unfortunately, the only person you can speak with (unless you have the negotiator's direct line) is Customer Service.  The rep had first told me to wait and hear back before she even allowed me the opportunity to fully explain why I called--making sure the package was received. After I requested an answer on their process, she then placed me on hold to speak to the negotiator who said she did not want to speak to me and the fax when it shows up will be uploaded.  Again, this is the 2nd time I sent the fax so I was trying to ensure that it went through this go around. 

The rep said that they could not provide anymore information, she could not look up to see faxes going into a general fax number and that they "don't have the time to devote to each person wanting a followup". The rep then began to raise her voice saying that I was given all the information she was able to provide and to not call back -- just wait for the negotiator.  She then became belligerent when I asked her if they had time lines for followup. The answer "They'll call you back when they call you back. That they are busy."  Again, I fully respect the busy, not the raising of the voice or the do not call us because you're bothering us attitude.

Prior to the faxing, the negotiator called twice, never left a message and proceeded to contact my colleague. My colleague was told that "they did not have the time to followup with each person and that the packages should be complete when sent in.  She had hundreds of files and this was not acceptable to have to call each one that had missing information.  That she would close the file if we did not have the info to her by this coming Monday.". 

Obviously that call prompted me to followup since the original package was complete and supplemental information was sent in.  This package had been with Green Tree for close to 3 weeks and at this point, the threat of closing was inappropriate since Green Tree had been unresponsive up until now to any calls made.

At the end of the day, I completely applaud all the hard work that negotiators provide to help us resolve our short sales.  They are absolutely right when they say their workload is very high.  However, that does not excuse bad attitudes, raising of the voice  or even stating to each caller that they are TOO busy to help provide basic information.  I've rarely ran into this situation and even had closed a few with Green Tree before.  Their customer service has been extremely lacking and I do hope that GT will recognize that for agents like me, the goal is not to "bother them", not to "demand immediate response"....GT is not an entity that works towards a partnership with their real estate community like the other key players in the industry...I think they have much to learn about Customer Service.

Views: 1269

Reply to This

Replies to This Discussion

Wait till they take up to 1% of your commission as well.. (I ended up having to pay a half a point to them at closing)...... this is a nasty company to work with. They went as far as to lie over and over again when I was working with them. I had one customer service person hold my file for 90 days before it was given to a negotiator... she kept telling me she was the negotiator and was in review....

I had to sick an attorney on them.....

I'm sorry but, I can only assume your experience will not get better, they are miserable to work with. ; (

Thanks Rose...It's amazes me that companies exist out there like this...I can't fault everyone at GT because I've closed several where the contact was wonderful to work with and we had the process flow much smoother than I expected from GT...But to treat agents in such a horrible way and then place threats of file closure when they are being paid to service the account as well as possible for Fannie/Freddie/FHA is beyond me.   Thank you for giving me your experience...I don't feel as alone as I did this morning......... 

 They are very difficult to deal with and I think their staff is overworked.  My impression.

Let me add, I would rate them as the worst company I've ever worked with.

Absolutely overworked.....I used to work on that end and I am the first to say that what they go through on these desks is probably one of the toughest jobs around.  But that does not qualify these folks to treat agents in such a horrible manner.  And, I'm not a thin skinned person at all.  It is a tough situation though so I'm going to chalk this up to one individual person who had either a bad day or just not experienced in dealing with inquiries from people who are just attempting to make sure we've done our job well for GT.  I do hope we see some improvement down the road...

That is Green Tree's general attitude.  They even say in their short sale package instructions not to bother to call for updates.  It is ridiculous for them to take the position that they should not have to tell us when they consider a package incomplete.  Many times we send in the documents that the lenders list in their short sale packages, but then they want something else that was not listed.  Green Tree is in my experience one of the worst servicers and I avoid them.  Huge time trap. 

I'm starting to think that way myself.........Why can't GT be more like BofA? At least with BofA, they're always seemingly nice to work with even though it may be a huge time trap too.  Sigh....

Let me also add, I will never take another one of their files.  Not worth it.    

I agree..... would have to be a VERY big file, for me to take it.....

So it's not just me who thinks that they are THE WORST SERVICER in the industry. I have a sale that I'm working with them, and was told that it would not even get looked at until my clients brought their loan current. We submitted and did this, then they demanded 5% of the contract price to settle their 2nd position. Absolute PAINS to work with...

Well Rose if their loan balance is very big too -- I think you would do better donating your time picking up litter on the highway.  Their unreasonable demands only grow with their loan balances. LOL.

lololollololololollo.....

 

 

Greentree is not a mortgage company, they are a collection agency, so keep this in mind when you work with them.

RSS

Forum

Ocwen Contacts Short Sale Package

Started by Jan Baron in Rants and Raves. Last reply by Anna Wilk Jan 14, 2016. 5 Replies

Shellpoint Mortgage

Started by Celeste ODea in General Discussion. Last reply by Brett Goldsmith Sep 4, 2015. 3 Replies

Extension Fees & Closing

Started by Colleen J Couse in Rants and Raves. Last reply by Brett Goldsmith Sep 3, 2015. 1 Reply

© 2019   Created by Mike Linkenauger.   Powered by

Badges  |  Report an Issue  |  Terms of Service