3 Common Complaints About the Mortgage Process
How Floify solves these issues to win repeat business and referrals
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
The Problem
Why Online Reviews Matter
Online reviews play a significant role in influencing consumers' purchasing decisions. According to Qualtrics, 93% of consumers read and are influenced by online reviews before making purchase decisions. Even more striking, 94% say an online review has convinced them to avoid a business entirely.
This research makes it clear that loan originators must prioritize creating a positive borrower experience. Let's explore the three most common complaints found in negative mortgage reviews—and how to avoid them.
93%
Read Reviews
Consumers influenced by online reviews
94%
Avoid Business
Convinced to avoid a business after bad reviews
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
Complaint #1: Poor Communication
Poor communication or lack of responsiveness is the most common complaint in the mortgage lending process. Both borrowers and referral partners want to know that lines of communication are open when they have questions or need updates.

The phrase used most commonly in negative reviews: "Calls and emails were not returned within a reasonable timeframe."
When loan officers don't communicate well, Realtors become the person in the crosshairs of frustrated borrowers. This is a surefire way to alienate a referral partner and give them no choice but to send their business elsewhere.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
The Solution
How Floify Solves Communication Issues
Automated Status Updates
Keep borrowers and referral partners informed with real-time notifications throughout the entire process.
Open Communication Lines
Ensure everyone stays connected with transparent, accessible communication channels.
Massive Time Saver
Leverage automation to stay responsive without spending hours on manual updates.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
Complaint #2: Sending Documents Multiple Times
Borrowers know the lending process requires significant personal documentation—bank statements, pay stubs, tax returns, and more. Gathering and organizing these documents is time-consuming and tedious.
Being told that the loan officer either can't find, lost, or "never received" documents is one of the most frustrating experiences a borrower can face. Even worse is when delays push a loan past certain thresholds, forcing borrowers to submit new, updated documents all over again.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
The Solution
How Floify's Document Management System Helps
Real-Time Status
Borrowers see what's owed, what's been submitted, and what's approved—at a glance.
Organized Files
Loan teams stay organized on a file-by-file basis with intuitive design.
Automated Notifications
Borrowers know immediately if documents are rejected or if new requests are added.
Utilizing a mortgage document management system with a consumer-facing portal can eliminate these issues entirely. The accountability and transparency created by this type of solution has been demonstrated to accelerate document collection, making the entire origination process faster and more efficient.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
Complaint #3: The Process Takes Too Long
This issue tends to be compounded by the first two complaints. Sometimes roadblocks can't be avoided on the path to closing, but what really frustrates borrowers and Realtors is when that information isn't communicated.
For many people, not closing on time is manageable—as long as they know about it in advance. Realtors express frustration when loan officers don't bring up issues until it's too late to salvage the original timeframe.
Even if your intention is to fix the issue and get the loan back on track, it's better to under-promise and over-deliver with expectations.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
The Solution
How Floify Keeps Loans On Track
01
Organized Platform
Systems that keep the origination process organized and on track from start to finish.
02
Early Communication
Communicate early and often with borrowers and referral partners about any potential issues.
03
Streamlined Workflow
Eliminate bottlenecks and reduce borrower frustration with efficient processes.
04
Faster Closings
Close loans faster without the back-and-forth headaches that delay timelines.
By providing excellent communication and a well-organized platform, you can win positive reviews and referrals that will help promote your business organically.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
Make the Mortgage Process Seamless with Floify
The best way to avoid these common mortgage complaints? Get ahead of them with better communication, airtight organization, and a streamlined workflow that keeps everyone informed.
Eliminate Bottlenecks
Remove the roadblocks that slow down your loan process and frustrate borrowers.
Reduce Frustration
Give loan teams the tools they need to provide exceptional borrower experiences.
Close Faster
Streamline document collection and communication to accelerate closings.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
Ready to Experience Floify?
For Realtors & Borrowers
Want to experience a smoother, more transparent mortgage process? Reach out to be added to our Floify Portal and see the difference firsthand.
Enjoy real-time updates, easy document submission, and clear communication every step of the way.
For Loan Originators
Ready to simplify your workflow and take the frustration out of document collection? It's time to experience Floify for yourself.
  • Lender Edition solutions
  • Broker Edition tools
  • Integration partners
  • Success stories and resources
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist
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Contact VanDyk Mortgage Corporation
VanDyk Mortgage Corporation
888-482-6395
2449 Camelot Ct SE
Grand Rapids, MI 49546
Disclosure Statement: VanDyk Mortgage is not affiliated with any governmental agency. The material shown on this site is for informational purposes only and is not an offer to lend or extend credit. All applications are subject to underwriting approval and guidelines. Not all applicants will qualify for loan products described. All loan programs, terms, pledges, guarantees and conditions are subject to the rules and regulations and to change without notice. The products and services shown are not available in all geographic areas. The information and graphics shown are provided "as is" and VanDyk does not warrant the accuracy or completeness and disclaims any liability for errors, omissions or performance of the stated terms. Licensed by the Department of Financial Protection and Innovation under the California Residential Mortgage Lending Act.
Kate Matties-Deiboldt, Sr. Mortgage Advisor, NMLS18487 • (931) 980-9764 • Clarksville, TN and Ft Campbell, KY • VA/FHA and First Time Homebuyer Specialist