New American Funding Reviews

I want to start by acknowledging that this transaction ultimately closed, and I recognize the effort it took to get there. Securing alternative down payment assistance after the original denial and obtaining pricing exceptions that reduced my client’s cash to close were meaningful contributions, and I appreciate that follow-through. My client became a homeowner, which is always the goal. That said, the overall process was far more stressful and disorganized than it needed to be, and much of that stress stemmed from communication breakdowns, lack of proactive review, and professionalism issues that should not occur in a transaction of this nature, especially one that was known from the beginning to be complex. From the outset, the loan officer positioned himself as operating with a Realtor-level mindset: collaborative, responsive, and available. Unfortunately, that standard was not consistently met. Before my client was even shown homes, I made multiple attempts to confirm qualification details. Several calls were not returned, including calls made after business hours, despite that flexibility being presented as part of his service approach. When an agent calls, it is typically because something is missing, unclear, or time-sensitive. Additionally, loan documentation was sent to an incorrect email address, resulting in the information not being received. I followed up multiple times by phone to obtain what was needed. While the error was later acknowledged and an apology was offered, the multiple calls and repeated outreach required to identify the issue took unnecessary time on my part and could have been avoided with clearer communication earlier in the process. The most significant concern occurred with underwriting and the Georgia Dream program. My client’s financial situation was fully disclosed from the beginning and was clearly layered. Given that, I strongly believe the file should have been more thoroughly reviewed prior to submission. The loan was under contract for over 30 days before being denied, just one to one-and-a-half weeks prior to closing, placing unnecessary strain on the client. While I understand and acknowledge the additional effort required to restructure the loan following the initial error, and I recognize that tremendous steps were taken to make the situation right so the transaction could move forward, it was highly unprofessional for compensation concerns to be repeatedly raised throughout the process, both to me and especially directly to my client. My client was already being asked to stretch financially, including coming up with additional funds that significantly impacted her available resources, which she was willing to do in order to move forward with purchasing her home. In that context, repeated comments about not being paid or lost income were inappropriate. A client should never be made to feel responsible for whether or not a loan officer is being compensated. Those remarks ultimately undermined confidence and negated what could have been a moment to turn a difficult situation into a positive outcome, overshadowing the efforts made to correct the issue. Although mistakes were acknowledged and apologies were offered, many of these issues could have been avoided with stronger communication and more proactive review. As a Realtor, I rely on the loan officer’s expertise to properly guide my client through the process, which is why clear and consistent agent–lender communication is essential. Apologies are appreciated, but prevention is always preferable in a high-stakes transaction. The loan did close, and for that I am grateful. However, the path to closing was far more difficult than necessary for both the client and myself. Closing a loan is the baseline expectation. How that closing is achieved, and how clients and partners are treated along the way, is what defines service quality. In this case, the process fell short of that standard.

Jason became extremely defensive and immature, when questioned about the buyer's choice of loan programs, which continued after the close of escrow. A more professional experience would have been preferred.

Closing was a nightmare.

Communication was lacking wile I can't completely blame Michael. I believe the processor had a big hand in lack of communication. Late requests for documentation, lack of communication and the lavl of requesting crush on the appraisal put much stress on the buyers

Bridgette is accessible, responsive, and thorough. No automated nonsense or waiting a week to get a response. She is on the spot and quick. Edited 10/30/25: The above was true until we had closed on the loan. After that, there were longer delays in email responses, sometimes requiring a prompt to get an answer. There was also a giant - let's call it a "misunderstanding" - on how floating the interest rate would work. Construction interest was 8%, then when the loan was transformed into a mortgage after the construction was complete, we were always told we could float down to current interest rates. Well, when construction was complete, I was expecting to see a rate in the low 6% area. Instead, we were given a 7.1% which makes a huge difference on the payment, and the explanation was that floating the interest rate meant floating down to the current "Construction" rate. This makes no sense since it's no longer construction once transformed into a permanent mortgage. I thought this was sneaky - and no doubt this was in the paperwork somewhere, but it's deceptive. We ended up selling the property before even moving in for other reasons, and during that process, when the title company needed the payoff statement, NAF could not provide it in a timely manner because they had not completed the loan transformation process, even though about 10 days had elapsed between when we thought we transformed it, and when the new buyers closed with title. This of course resulted in another week of per diem interest that - guess what - was part of MY payoff statement even though it was their delay in getting the statement. I called their support line 5 times over the course of that week, and each person "promised" a call back and to follow through... zero of them did. While some of this is not directly related to Bridgette, she is a part of this organization, and I would be remiss to not advise people to not get involved with NAF. I won't use NAF for anything ever again. Full stop

Better communication. Docs were late to title company. Buyer apparently was not aware of exact instructions on bank wires. I called with no answer until I double dialed. Needless to say, my buyer seemed satisfied but as an agent, communication and team work with the lender, and title is very important. There is room for improvement.

I have very bad experience with this lender. One day received one offer code by mail and I called them. Initial step they told one rate and next day they changed rate. Even though my Credit report is excellent. So totally waste of time and don't consider them for refinance.

One of the absolute worst closing experiences of my life due to lack of timely feedback from our loan processor and the Underwriting Dept. I selected this company because of its overall review ratings and the recommendation from Nerd Wallet but the level of customer service received in the 3 weeks prior to closing was totally unacceptable. As a result we missed our closing date and I found the indifference to that from this company to be appalling. Ashley Kasperski, our loan consultant and primary point of contact was however outstanding in communicating and attempting to bridge the gap in silos within this company that were otherwise nonresponsive. If not for Ashley, we would definitely have switched mortgage companies in the 11th hour. These 2 stars are for Ashley because the loan processor and the Underwriting department all get a big fat ZERO on this transaction. On the upside, we did get a very favorable interest rate that beat others in the market but it was not worth the stress to the closing table! Would not recommend this company unless you have low expectations on communication, feedback and plenty of time to get to closing with your seller.