Better Mortgage Review 2025

Extremely disappointing experience. I was ghosted not once, but twice—first by an agent and then by a supervisor who was supposedly going to "make things right." To make matters worse, they ran a hard credit check without my authorization, which negatively impacted my credit. After wasting a lot of time and energy providing documents and going through their process, I was ultimately told I didn’t qualify, despite having passed prequalification. This company lacks transparency, professionalism, and basic communication. Would not recommend.

Dissatisfied
Arkansas (April 21, 2025)

Response from Better.com:

Hello, we are so sorry you had a poor experience with us. Please email me directly at experience@better.com so I can look into this further and try to make things right.

We recently closed on a mortgage with Nadine and Kevin, and had a float-down option. However, they failed to disclose that we had to proactively request the rate adjustment on the exact day it dropped. When we later inquired, they admitted the rate met the threshold for a float-down but refused to honor it because we "didn’t ask that day"—something we were never told we had to do nor were we given access to a tool to track ourselves until after the rate had floated down and back up. Additionally, they were unresponsive when we requested daily rate updates, making it impossible for us to monitor and act accordingly. This lack of transparency directly cost us money in the form of a higher interest rate than we should have received. Better's communication throughout the whole horrible. We went days without getting answers, and then there were other days when our realtor and lawyer would get 10+ emails from different people with wrong information that took so much time to track down and correct. It was a mess. We would not recommend this lender to anyone who values clear communication and fair treatment.

Halley B.
New Jersey (April 8, 2025)

Response from Better.com:

Hi Halley, I’m truly sorry to hear about your experience - this isn’t the level of service we aim to provide. We are taking your feedback very seriously and our team is looking into this. In the interim, please email me directly at experience@better.com to discuss further.

I started my refi journey with them in December, they were very proactive and responsive until I paid for the appraisal, they kept on asking for docs and i provided within minutes of request. Appraisal was completed on the 23 still no close. I have asked more than 5 times for my closing disclosure and they say they are working the numbers, and it has been 3 days. Honestly i do not recommend them at all, I am finishing the transaction due to the far in the process I am in, but otherwise I would cancel in a heart beat. If i can give them a negative star I would.

Rtoala1818
North Carolina (Jan. 31, 2025)

Response from Better.com:

We are very sorry to hear that there was delayed communication from your loan team. Thank you for giving us honest feedback so that we can continuously improve the service for our customers. I will have someone reach out directly to discuss your experience further. -Katie at Better

I worked with the real estate agent team from Better, no mortgage. I had a great experience. Terrell was my agent. I purchased a home in NJ out of state, so I needed a lot more help than normal. Terrell went above and beyond. He went to the property numerous times, took video for me, and him and the team setup inspections and contractor visits and he went to supervise for me. Terrell's a great agent to work with and a super friendly guy. Terrell also worked on getting me a property manager and helped with managing the repairs needed. I would definitely recommend working with him and his team.

Rayhan R.
NY (Jan. 23, 2025)

Response from Better.com:

Hi Rayhan! We know our customers are very busy so we appreciate when they take the time out of their day to write a review about us. We are so happy that you had such a great experience with Terrell! -Katie at Better

Better Mortgage did not honor the "Close on time guarantee". We posted all required documents the day they were requested. It took several days for them to request more and more documents. Then we were told we did not submit the requested documents on time and did not meet the terms and conditions for the guarantee. We feel we were not treated fairly.

Silvia A.
USA (Oct. 24, 2024)

Response from Better.com:

Hi Silvia, we apologize for any inconvenience that may have occurred. We are committed to conducting a thorough review of the situation you encountered and appreciate your feedback so that we can continue to improve our customer experience. Please reach out to us at experience@better.com so we can investigate this further. -Katie at Better

Long approval times, even after they say you're approved. Nonresponsive to important questions. Did get funded, 2 weeks after signing papers money finally deposited to account. Lost sale of house.

Not W.
MS (Sept. 11, 2024)

Terrible service from beginning to end. So many redundant and repopulated tasks with no explanation. Customer service is no help. Very non-responsive. Did not have everything ready for closing on time. Wrong payment amount populated to their partner bank. Zero response so far, which is no surprise given my experience throughout. Also, "pre-approval" they advertise is simply a prequal - very misleading. My third mortgage and by far the worst experience. I work in banking and will most likely report to CFPB.

Matt
Georgia (Sept. 3, 2024)

We work with Kasey and Bryan and the communication is horrible. Bryan probably has too much work, otherwise I cannot explain why he doesn't pick up his phones or does not reply to my emails. He may reply next day to 1 out of 10 communications. We had closing date scheduled. But the next day a few more tasks appeared. And it was super hard to reach out to Bryan or Kasey for clarification on those tasks. Eventually, we had to reschedule the closing. Still didn't close...In the beginning we worked with Kasey. But since he went on vacation after July 4th and came back, he never replied to any of our communications.

Sophia
Spartanburg, SC (July 10, 2024)

Good lender

Anonymous Reviewer
(July 1, 2024)

The services are fast.

Anonymous Reviewer
(July 1, 2024)