Premium Mortgage
4.22/5.0
Julian Cooper
5/5.0
20, Jul 2025
Easy doc submission
I loved their online doc portal?uploaded everything in one spot, no confusion. Sometimes I forgot one document but they texted me and reminded politely. Made the process less stressful, imho.
Asher Rogers
4/5.0
10, Jul 2025
Clear steps but delayed closing
Premium Mortgage clearly outlined the process and kept me informed. However, the closing was delayed by a few days due to some back and forth on paperwork. It wasn?t a huge problem but did cause some inconvenience. I felt they were honest and tried their best. I would work with them again.
Paisley Brooks
4/5.0
08, Jul 2025
Good communication, slightly slow
I appreciated the clear communication throughout the mortgage process. The team was helpful and approachable. The only downside was that the overall process was slower than I thought it would be. I had to check in a few times to get updates, but when I did, they were responsive. A solid experience, though a bit quicker service would be ideal.
Noah Wilson
5/5.0
27, Jun 2025
Made everything simple
Honestly, I expected home loans to be overwhelming but they made it surprisingly simple. The process still had a lot of steps, but they broke it down and kept me organized. Super easy to follow.
Jason Young
5/5.0
22, Jun 2025
A partner, not just a lender
They acted more like a partner than a sales office. It felt like they actually wanted me to understand my loan, not just sign and go. It?s rare to find that kind of approach.
Scarlett Wright
2/5.0
17, Jun 2025
Disorganized paperwork caused delays
The paperwork part was confusing and seemed disorganized. I got multiple requests for the same documents and sometimes the instructions weren?t clear. Because of this, the loan process took longer and closing was pushed back. The staff was polite and tried to help, but I felt like I was doing a lot of the chasing. Would not recommend if you want a fast, seamless loan.
Hazel James
5/5.0
13, Jun 2025
Local office convenience
Chose their local Rochester office for face?to?face. That helped me feel secure. Loan officer was in?person for doc signing and follow?ups. Little delays but worth the personal touch.
Elizabeth Lewis
5/5.0
10, Jun 2025
Excellent for first timers
As a first-time buyer, I was nervous, but Andrew and Nicole were very patient and informative. They didn?t overwhelm me with jargon. Instead, they walked me through things like escrow, prepaid items, and rate locks in a way that made sense. There was one delay on the appraisal, but they got it resolved quickly. Felt like they were working on my side the whole time. They made sure everything was done right and helped me stay calm during the process.
Dakota Lewis
4/5.0
06, Jun 2025
Clear info but slower than expected
The information provided was clear and easy to follow. The loan officers were patient and answered my questions well. However, the process was slower than I anticipated, with a few delays here and there. I felt a bit anxious waiting, but they did keep me informed regularly. Overall, a good experience with room for improvement on timing.
Gabriel Parker
1/5.0
30, May 2025
Long delays and poor service
It took way longer than promised to get through the loan process. Every step felt like I was waiting forever with little information. The staff seemed overwhelmed and were slow to respond. Closing date was pushed back multiple times with no real explanations. I was very disappointed and wouldn?t recommend this company to anyone looking for fast or professional service.
Joseph Adams
2/5.0
21, May 2025
Too many delays and unclear timelines
I was really disappointed by how many delays happened. I was told one timeline, but it kept getting pushed back for reasons that were never fully explained. Communication was spotty, and I sometimes felt like I was left guessing. The team was nice when I talked to them but that didn?t fix the stress of waiting so long. Needs better organization and clearer updates.
Michael Anderson
5/5.0
16, May 2025
Made refinance easy despite credit quirks
My credit history isn?t perfect and I was honestly worried about getting through underwriting. But the team didn?t treat me like a problem?they worked through the documents and explained each option clearly. There were a few extra steps required because of my income situation, but they stayed on top of everything. I appreciated that they didn?t make me feel rushed. Ended up with a better rate than I expected and got everything closed on time. Big thanks to the whole team.
Ezra Perry
5/5.0
12, May 2025
Excellent teamwork
Everyone?processor, underwriter, loan officer?collaborated well. I wasn?t bounced around. If I emailed one person they looped in rest of team. Felt aligned and organized.
Kyle Murphy
5/5.0
03, May 2025
Very informative team
Their team really knew their stuff. My file had some weird parts due to bonus income, but they handled it like pros. They explained why certain docs were needed and never left me guessing.
Stella Murphy
5/5.0
29, Apr 2025
Good for busy people
I work shift?work and they scheduled meetings after hours. That meant a lot. A couple messages delayed but we always got answers overnight. Very accommodating.
Abigail Martin
5/5.0
21, Apr 2025
Friendly support on tight deadline
We were under pressure to close fast, and the Buffalo team stepped in with very little notice. They didn?t make excuses or drag things out?they just got to work. Their communication was great, and even when there were issues with one of the inspections, they stayed calm and coordinated everyone to fix it. There was a document that needed re-signing, which caused a brief delay, but they handled it quickly. Honestly can?t thank them enough for their help.
Cole Cooper
5/5.0
16, Apr 2025
Patient through the whole process
I changed my mind on a few things mid-process and they never got annoyed. They reworked the numbers and helped us rethink our budget. I really appreciated the flexibility.
David Green
5/5.0
07, Apr 2025
First?time buyer friendly
As a first?time buyer I had so many questions. Premium Mortgage team was patient and friendly. They walked me through rates, closing costs, even escrow stuff. Very knowledgeable and made me feel comfortable, even when I forgot docs!
Patrick Price
5/5.0
03, Apr 2025
Loan officer was awesome
I want to shout out our loan officer?super kind and really knew how to calm my nerves. I was overthinking things but they broke it down clearly. Felt more like a guide than a salesman.
Jonathan Price
5/5.0
28, Mar 2025
Made my VA loan easy
As a veteran, I appreciated how familiar they were with VA loans. They handled the appraisal and paperwork without a problem. Just a few days of waiting but nothing out of the ordinary.
William Gonzalez
2/5.0
22, Mar 2025
Process was slower than promised
They seemed professional but the loan process took a lot longer than what they originally estimated. It was frustrating waiting around without clear timelines. I had to ask multiple times about missing paperwork and deadlines. It felt like they didn?t have the best system for managing everything. I?m happy with the final loan terms but the wait and lack of clear info made it tough.
Hunter Barnes
5/5.0
10, Mar 2025
Refi with great support
I refied for shorter term and they walked me through tying escrow and insurance. Told me about potential savings and we closed within a month. A couple missed emails but friendly follow?ups.
Caleb Morris
5/5.0
06, Mar 2025
Helpful refinancing experience
I refinanced and the turned?down Zillow?type lenders were too rigid. Premium was flexible, asked about my income details and adjusted plan. They sold my loan to another servicer quickly, but premium guided me through that transition. Smooth overall.
Nevaeh Howard
3/5.0
03, Mar 2025
Professional but slow responses
The team was professional and respectful during the process, but sometimes I waited a long time for responses. This was frustrating when I needed info quickly to meet deadlines. The loan itself was fine and there were no surprises at closing. Just wish their turnaround on questions and documents was quicker. Could be better with a bit more communication consistency.
Gavin Baker
5/5.0
25, Feb 2025
Tech made it easier
Their digital process helped a ton. No piles of papers. Just upload, e-sign, done. I had one file upload error but support helped quickly. Way better than my last mortgage experience.
Jace Miller
1/5.0
18, Feb 2025
Slow response and lost paperwork
It seemed like paperwork was constantly getting lost and I had to resubmit things more than once. The response time was painfully slow. I was often left in the dark about where my loan stood. It caused me a lot of stress and delays in buying my home. The staff was polite but it didn?t make up for the lack of efficiency.
Nora Reed
5/5.0
13, Feb 2025
Patient with dumb questions
I had a ton of stupid or obvious questions. The team never made me feel dumb, always answered with patience. A couple things took extra time but they explained exactly why. Felt genuinely cared about.
Henry Clark
5/5.0
09, Feb 2025
Smooth closing experience
Worked with Buffalo office?Frank Sardina was super helpful. He explained the process in layman terms, kept everything on schedule. We had a couple hiccups with paperwork, but they fixed it quick. Closing ended up being right on time!
Dylan Myers
5/5.0
28, Jan 2025
Clear and calm experience
They were calm and confident, which helped me stay calm too. A few technical delays with the underwriting, but they gave me updates every step. I never felt lost in the process.
Ethan Miller
5/5.0
20, Jan 2025
Helped with a tough approval
My credit wasn?t perfect but they didn?t turn me away. Instead they worked through the issues and got me approved. I had to wait a bit longer but they got it done. Super thankful.
Violet Gray
1/5.0
11, Jan 2025
Bad experience with slow replies
I tried to be patient but it was difficult when nobody responded quickly to my calls or emails. Sometimes it took days just to get a simple update. The whole process was confusing because instructions weren?t clear and I had to resend documents a few times. Felt like they didn?t value my time at all. I would advise others to look elsewhere.
Gianna King
5/5.0
06, Jan 2025
Streamlined and supportive
Even with a lot of moving parts, they kept things streamlined. My closing was in a different state but they worked with my schedule and handled everything behind the scenes. Made it much easier than expected.
Thomas Brooks
1/5.0
22, Dec 2024
Frustrating loan process with many issues
From start to finish the loan process was full of problems. Paperwork requests came late or were unclear. I was often left waiting without updates and had to follow up multiple times. Closing got delayed more than once and it caused a lot of stress. The staff was polite but that didn?t make up for the constant delays and poor communication.
Tyler Bell
5/5.0
17, Dec 2024
Great for first-time homebuyers
As someone new to homebuying, I had no clue where to begin. The team explained everything without making it feel overwhelming. I had lots of questions and they answered all of them without sounding annoyed. Really helpful from start to finish.
Isaac Flores
5/5.0
10, Dec 2024
Clear closing goals
They set a closing date early on and kept chasing every stage to hit it. A couple rogue email threads but loan officer pulled it together. Closed on time and without surprises.
Victoria Green
5/5.0
06, Dec 2024
Knowledgeable team
The team know what they?re doing. I refinanced with them and they walked me thru float?down options and rate locks. I had conflicting info at start, but they corrected it and made it easy. Very solid overall service.
Evelyn White
4/5.0
02, Dec 2024
Helpful team, slightly slow approval
The staff at Premium Mortgage were very helpful and courteous. I had a question about rate options and they took time to explain everything. The approval process took longer than I expected, which made me a bit nervous. Still, they communicated updates regularly. Overall, a positive experience but not the fastest.
Daniel Thompson
3/5.0
27, Nov 2024
Friendly but inconsistent updates
The mortgage officers were friendly and tried to help, but I felt like the updates I got were inconsistent. Sometimes I would wait days without hearing anything and then get a bunch of info at once. This made it hard to know where my application stood. The overall process was okay, but the lack of steady communication was frustrating.
Layla Kelly
5/5.0
23, Nov 2024
Veteran?owned trust
I liked that they?re veteran?owned and have offices in Rochester/Buffalo. That community presence matters. Loan officer seemed local and knowledgeable. Quick to answer texts and calls. A few delays but nothing big.
Lucy Coleman
5/5.0
15, Nov 2024
Local knowledge helped
Their knowledge of the local real estate market really helped. They knew what the appraiser might look for and how taxes were structured in our area. Gave them a big edge over online-only lenders.
Louis Martin
5/5.0
09, Nov 2024
Worked around my schedule
They offered flexible hours for calls and signing. I work weird shifts and they accommodated that without issue. It made me feel like I mattered, not just another file on their desk.
Charles Peterson
2/5.0
03, Nov 2024
Process felt slow and disorganized
I had high hopes but the process dragged on much longer than I was told at the start. There seemed to be miscommunication between departments because I kept being asked for the same documents. I had to follow up repeatedly just to get status updates. The team was friendly but I think the company needs to improve their internal coordination and speed.
Elizabeth Lewis
1/5.0
25, Oct 2024
Extremely slow and frustrating process
I was really disappointed with how slow everything moved. It felt like I was constantly waiting for updates that never came on time. When I tried to call, it was hard to get clear answers. Documents got lost or needed multiple resubmissions. The whole experience was stressful and confusing. I wouldn?t recommend Premium Mortgage if you want a smooth or timely process.
Luna Turner
2/5.0
19, Oct 2024
Helpful but slow turnaround
The loan officers were nice and tried to help me understand everything. Still, the turnaround times were slower than I expected and I had to keep chasing for information. Some paperwork took longer to process, which pushed the closing date back. I feel like the whole thing could have been done faster if they were more organized. Not a terrible experience but frustrating.
Blake Bennett
5/5.0
14, Oct 2024
Impressed with attention to detail
Everything from the initial quote to the final docs was checked twice. They even noticed an error the title company missed. I liked how careful they were with everything.
Serenity Ross
5/5.0
06, Oct 2024
Reliable and easy to work with
They were always one step ahead, reminding me of what was needed. Even when I forgot to submit a doc, they followed up kindly. I?ve dealt with other lenders before, this one felt smoother.
Nicholas Butler
5/5.0
01, Oct 2024
Took care of the details
They stayed on top of all the little details, from taxes to HOI to scheduling the closing date. Some documents were confusing, but they explained what I needed to do in plain language.
Dominic Bell
2/5.0
26, Sep 2024
Helpful but not very efficient
The staff were friendly and answered my questions, but the overall loan process took way longer than promised. There were delays with document processing, and I had to resend forms more than once. I felt like things moved at a slow pace and sometimes I wasn?t sure if my files were complete. It was disappointing because I wanted a faster closing.
Brandon Russell
5/5.0
23, Sep 2024
Awesome with investment property
They helped me finance a second home and understood how investment loans worked. Few more docs required than usual, but they handled it well. They even called after closing to follow up.
Henry Clark
5/5.0
18, Sep 2024
Tech?friendly and flexible hours
I don?t work standard hours, so being able to handle things through their portal made a big difference. I did have some trouble with file uploads at one point, but their team guided me through it without any frustration. They sent helpful reminders and kept me posted on what was next. Even though most of it was virtual, it still felt very personal. I never felt like I was left hanging. Super organized and easy to work with overall.
Isabella Lopez
5/5.0
12, Sep 2024
Local lender with attention
We decided to work with their Latham office and were really glad we did. Everyone was super responsive, especially Kristyn and Courtney. They handled everything quickly and were proactive when we hit a snag with our appraisal. Their team knew the area well, which made a difference. There was a small issue with their online portal glitching once, but they helped us work around it. In the end, the closing happened ahead of schedule. Definitely a better experience than expected.
Nathan Ross
5/5.0
06, Sep 2024
Transparent fee discussion
They were upfront about lender fees and escrow. I had initial sticker?shock but they broke it down and showed projections. No sneaky costs. Felt honest and transparent.
Chloe Scott
4/5.0
01, Sep 2024
Clear communication but a bit slow
I appreciated how clear their team was in explaining the mortgage details. The process was smooth overall, but I noticed a few days of delay between updates. That made me a bit anxious at times. Still, they kept me informed and were polite throughout. I think with better timing, they could get 5 stars from me.
Elena Stewart
5/5.0
30, Aug 2024
Friendly, not salesy
I liked that they never tried to ?sell? me anything. They gave me a few options and let me choose based on my goals. Even when I was unsure, they stayed patient and helpful.
Mason Rodriguez
5/5.0
24, Aug 2024
Veterans welcomed and guided well
I used my VA loan benefits and the team made sure every step followed the correct process. They explained all the unique requirements for veterans and made sure we stayed on timeline. There were a few moments of delay, mostly during underwriting, but they kept me updated and were easy to reach. I appreciated how respectful they were and how clearly they communicated things. Felt like they actually knew what they were doing with VA loans, which isn?t always the case.
Alice Bell
4/5.0
18, Aug 2024
Good experience with minor hiccups
I had a generally good experience with Premium Mortgage. The loan officer was easy to talk to and explained all the details. There were a couple small issues with document uploads that caused a delay, but their team fixed it fast once I alerted them. Would use again but expect a bit of follow-up from my side.
Sarah Coleman
5/5.0
11, Aug 2024
Low stress refi process
Refinanced to a better rate and Premium Mortgage walked me through all the steps. The digital paperwork system was convenient. I had a few login issues, but they got me back in fast.
Jackson Evans
5/5.0
05, Aug 2024
Above average service
They were above average compared to past lenders I?ve used. More attentive, followed up, explained financials well. Paperwork portal on website was super helpful, less back?and?forth emailing. Made refinancing less painful than expected.
Sebastian King
5/5.0
31, Jul 2024
Great communication throughout
I really appreciated how responsive they were. I?d call or email and get a reply same day. Sometimes felt a little back?and?forth but that?s normal. Felt like they genuinely wanted to help and not just close a loan.
Sofia Young
1/5.0
28, Jul 2024
Slow, confusing, and disappointing
This was by far the slowest mortgage process I?ve experienced. I felt like nobody was in control of the paperwork or timelines. Updates were rare and when I did get them, they weren?t helpful. The delays caused me a lot of anxiety and stress. The whole thing could?ve been a lot easier if they communicated better and moved faster.
James Taylor
2/5.0
19, Jul 2024
Friendly but not very efficient
I liked that the staff was friendly and patient, but the whole loan process felt inefficient. There were long waits for approval and documents kept getting misplaced or needed to be resent. It caused multiple delays and I wasn?t confident things were moving forward. I think they want to help, but their internal systems need improvement to speed things up.
Willow Fisher
5/5.0
13, Jul 2024
Quick closing, no stress
I was worried about closing delays, but they nailed the date. Everything felt organized. Only one minor hiccup with a tax doc, but they fixed it within the hour. Stress-free closing!
Jesse Kelly
5/5.0
07, Jul 2024
Great with communication
Every time I emailed or called, I got a response within a day?usually same hour. That meant a lot during a stressful process. They also didn?t mind explaining things twice when I needed it.
Ryan Howard
3/5.0
03, Jul 2024
Clear info but paperwork delays
They explained the loan details well and the team was polite. Unfortunately, the paperwork side was slow and caused some delays. I had to resubmit documents multiple times because of unclear instructions. Closing got pushed back, which was stressful. They were trying to be helpful, but better organization and faster processing would make a big difference.
Matthew Baker
5/5.0
28, Jun 2024
Responsive & professional
Premium Mortgage was responsive and professional. My loan officer got back quickly and made sure everything filed properly. Few details got missed at first, but they followed up fast and fixed it. Felt like they cared about getting it right.
Clara Perry
5/5.0
24, Jun 2024
Smooth transition to new home
Premium Mortgage made our move less stressful. They coordinated with our agent and insurance folks directly. Minor timing issue with closing docs, but it was resolved before deadline. Good experience overall.
Robert Wilson
5/5.0
18, Jun 2024
Loan tailored to my needs
I didn?t want a cookie-cutter loan. They actually asked about my goals and gave me a structure that fit my budget. Felt like a more personalized experience than I?ve had with big banks.
Aurora Stewart
5/5.0
13, Jun 2024
Great for new construction loans
Needed mortgage for a new build and Frank Sardina helped explain the timeline and inspections. He was patient and answered calls/texts fast, even on weekends. Some small delays but nothing bad. Very happy with how things turned out.
Benjamin Jackson
5/5.0
08, Jun 2024
Personalized service for self-employed income
Being self-employed made the process a little more complicated, but Premium Mortgage was up for the challenge. They asked for detailed income info and walked me through exactly what I needed to provide. There was more paperwork than I expected, but it never felt chaotic. They answered every question I had and made sure the timing worked with my busy schedule. I really appreciated their flexibility and patience. I?ve dealt with lenders before, and this one felt a lot more personal.
Josiah Kim
5/5.0
04, Jun 2024
Trustworthy from start to end
From the pre-approval to final closing, I felt I could trust every step with them. Some steps took longer than I thought, but they always explained the reasons clearly. They weren?t pushy at all, which I appreciated a lot.
Emma Brown
4/5.0
28, May 2024
Helpful but slightly slow process
Premium Mortgage was helpful and made sure I understood each step. Their customer service was friendly and responsive. Unfortunately, the loan processing took longer than I expected, which was a bit stressful. Still, they kept me updated, so I didn?t feel ignored. I would recommend them, just be prepared for some patience.
Ariana Davis
4/5.0
19, May 2024
Informative but some delays
I found the Premium Mortgage team informative and supportive. They helped me understand different loan options and what to expect. Some delays in documentation processing stretched out the timeline a bit, which was frustrating. They kept me posted though, and there were no surprises at closing. I would consider using them again.
Christian Long
4/5.0
15, May 2024
Reliable but could be quicker
Premium Mortgage was reliable and professional. I never felt pressured and my questions were answered clearly. The only downside was the timeline dragged out a bit longer than originally quoted. This was frustrating but they kept me updated so I wasn?t totally lost. I?d recommend them with that small caveat.
Jordan Cox
5/5.0
09, May 2024
Walked me through refinancing
Refinancing was a bit scary, but they helped walk me through it. I liked how they showed me the savings over time. A couple docs took a little while to come in, but no big deal.
Alexander Johnson
1/5.0
26, Apr 2024
Terrible communication and delays
Communication was the worst part of this experience. I waited days for updates and had to call repeatedly to get any information. Several deadlines were missed because paperwork was not handled correctly. It made the entire process much more stressful than it needed to be. I would not use Premium Mortgage again or recommend them to others.
Levi Ward
5/5.0
22, Apr 2024
Helpful with credit quirks
I had a credit glitch and they still got me approved. Explained FHA vs conventional options clearly. Took longer but was very transparent, wasn?t pushing one direction. Felt like genuine advice.
Julia Baker
5/5.0
09, Apr 2024
Impressed with transparency
Every fee and number was explained clearly up front. I was nervous about hidden charges, but they showed everything in detail. We hit a brief snag with the appraisal timeline, but they kept me informed.
Leah Bell
5/5.0
03, Apr 2024
Didn?t overpromise
They never overpromised or gave unrealistic expectations. I?d rather have that than fake enthusiasm. The rate they locked for me was great and no hidden surprises at the end.
Alexa Rivera
5/5.0
27, Mar 2024
Never felt rushed
They gave me time to read every doc and didn?t rush through closing like other lenders have in the past. It felt more respectful and gave me confidence in what I was signing.
Christopher Simmons
1/5.0
18, Mar 2024
Worst mortgage experience ever
I?ve never had such a frustrating experience with a lender before. The process dragged on forever and I never knew what was going on. Emails would go unanswered for days and sometimes I got conflicting info. Documents had to be sent over multiple times because they were ?missing.? I felt like I was constantly chasing them instead of the other way around.
Logan Carter
5/5.0
13, Mar 2024
Helpful with tight timeline
My closing date was tight but Premium stepped up. They coordinated with title company, underwriter, and real estate agent to make it happen. Definitely some stress but they pulled through and we closed as planned.
Melanie Ward
5/5.0
08, Mar 2024
Great even after closing
Even after closing, they followed up to check on my experience. That?s rare. There was one small servicing issue (not their fault) and they still helped me figure it out. Impressive support.
Mia Perez
5/5.0
01, Mar 2024
Quick turnaround under pressure
I was in a tough spot with another lender falling through last minute, and Premium Mortgage came in and picked everything up with just three weeks to go. Joel and his team didn?t waste time?they got to work right away and actually worked over the weekend to help keep everything on track. Had to resend a tax form at one point but that was on me. Overall, really impressed with how calm and professional they stayed through it all.
Liam Jones
5/5.0
28, Feb 2024
Smooth from start to finish
I worked with Joel from the Buffalo office and he really went above and beyond. We had to switch lenders late in the process, and he jumped in right away, even starting on a Sunday. The communication was excellent and they explained everything in ways I could actually understand. There were a few small hiccups, but nothing serious. I felt confident and supported the whole way through. Closing happened right on time without any major stress.
Audrey Watson
5/5.0
24, Feb 2024
Helped me qualify when others didn?t
I had some tricky income history and a few lenders wouldn?t work with me. Premium Mortgage reviewed everything carefully and figured out a path forward. Took a bit longer but I finally got approved.
Ellie Price
5/5.0
16, Feb 2024
Supportive every step
From application to closing I felt supported. Team helped file paperwork, coordinated with title, and caught a missing signature before closing day. Could?ve been smoother but they caught issues early.
Skylar Wood
5/5.0
06, Feb 2024
Flexibility to float rate down
I locked rate then it dropped slightly. They offered a float?down once, which was helpful. Some admin mix?up about which document to sign, but they fixed it without drama.
Chase Evans
5/5.0
03, Feb 2024
No unexpected costs
Everything on my final statement matched what they estimated upfront. No surprise fees or weird line items. You hear horror stories, but they were upfront and accurate.
Jacob Hernandez
2/5.0
29, Jan 2024
Lots of delays and confusion
This was my second mortgage and I expected a smoother process. Instead, there were multiple delays and mixed messages from different team members. I wasn?t always sure what stage my loan was at, and sometimes I had to push for updates. The closing got pushed back a couple of times, which caused stress. I think the staff tried but the process felt disorganized.
Madison Roberts
5/5.0
25, Jan 2024
Friendly staff, great support
They were friendly, not pushy. Loan officer called me to walk thru next steps several times without me asking, which I appreciated. Couple times felt mis?communicated but they cleared it up quick. Overall felt supported.
Daniel Thompson
5/5.0
12, Jan 2024
Quick & Clear Process
I was first time home buyer and Premium Mortgage made it not at all scary. Their team answered every call/text fast and guided me through each step. Sure, there was a bit of wait on docs but overall they made things clear and easy!
Lincoln Bailey
5/5.0
09, Jan 2024
Good for first timers
As my first refinance, I was nervous. They gently walked me through options, costs, timing. Wasn't perfect?took a bit to get appraisal info?but overall supportive.
Kevin Washington
2/5.0
02, Jan 2024
Friendly staff but slow responses
Everyone I dealt with was polite and friendly, which I appreciated. But I often waited several days before hearing back on questions or document requests. That slow response made me nervous, especially since I had a tight closing deadline. The process wasn?t as smooth as I hoped. I think they care but need to work on faster communication to avoid unnecessary delays.
Hannah Rivera
4/5.0
27, Dec 2023
Helpful staff, slight communication gaps
The staff were very helpful and made an effort to answer my questions. That said, sometimes emails were slow to come through and I had to follow up more than I expected. The loan terms were fair and there were no surprises at closing. Overall, a positive experience with a little room for improvement on responsiveness.
Adam Powell
5/5.0
23, Dec 2023
Great for self-employed folks
Being self-employed made me nervous, but they were experienced in handling that. Helped me gather the right paperwork and didn?t treat me like a red flag. Highly recommend if your income?s not straightforward.
Cameron Henderson
5/5.0
19, Dec 2023
Well-informed loan team
I was impressed with how informed they were. Anytime I asked a question, even about things like prepaids or escrows, they gave me real answers not just scripts. Shows they know the industry.
Charlotte Smith
5/5.0
13, Dec 2023
Clear guidance and support
Andrew and Nicole were our main contacts during the process, and I couldn?t be happier with how things turned out. They were always clear about what each step meant, and took the time to walk us through our options. One delay with appraisal slowed things a bit, but they explained why and kept us updated. I never felt rushed or like I was being sold something. Their calm approach made the experience much less stressful than I thought it would be.
Leo Russell
5/5.0
02, Dec 2023
Courteous and clear
They're courteous and explain stuff without jargon. One rate quote was wrong but they corrected fast. Felt honest and reliable throughout.
Olivia Davis
5/5.0
27, Nov 2023
Great rates and service
They helped me lock in a great rate before the market shifted. Their timing and guidance saved me money. The process wasn?t 100% perfect but they were always professional.
Emily Moore
4/5.0
17, Nov 2023
Smooth process with minor delays
Overall, my experience was good with Premium Mortgage. The team was helpful and explained the steps clearly. There was a bit of delay with document verification which made the timeline stretch longer than expected. But they communicated well and kept me informed, so I wasn?t left in the dark. The loan officer was friendly and approachable. I would use them again but hope for faster processing next time.
Harper Thomas
5/5.0
12, Nov 2023
Great experience even after closing
You don?t usually hear much from lenders after the loan closes, but they actually followed up to make sure everything went smoothly. That stood out to me. During the process, they kept me updated every step of the way. I had a small issue with document formatting that delayed something briefly, but it was handled quickly and professionally. Just felt like they were always available when I needed them. Made the whole thing feel less stressful than it could?ve been.
Riley Baker
4/5.0
07, Nov 2023
Friendly but process took longer
I liked how friendly and patient the team was during the mortgage application. They explained everything in a way I could understand. The process just took a bit longer than I hoped because of some internal delays. I would use Premium Mortgage again, but hope next time it will be faster.
Kinsley Harris
5/5.0
28, Oct 2023
No surprises at closing
Everything I was told lined up exactly at the closing table. You hear horror stories but this wasn?t one of them. Super grateful for their accuracy and follow-through.
Nova Bryant
5/5.0
24, Oct 2023
Personal service, not robotic
So many lenders treat you like a number. This team felt more personal. They remembered small details about my file and always followed up. Felt like they were actually trying to help me succeed.
Evan Foster
5/5.0
20, Oct 2023
Fast with clear updates
They worked quickly and kept me updated without me having to chase them. The emails and phone calls were on point. Everything just felt like it was being handled.
Samuel Hall
1/5.0
13, Oct 2023
Poor communication and delays
Communication was terrible. I kept waiting for important info and updates but it often took days or even weeks to hear back. When I followed up, I got different answers from different people which made it worse. The loan closing kept getting pushed back because paperwork wasn?t handled properly. Overall, very frustrating experience and I felt like I was doing all the work.
Samuel Hall
5/5.0
07, Oct 2023
Organized and detail-oriented team
I started talking to Rod months before I was ready to buy, and he never pressured me. When it was finally time, Kristyn and Tammy jumped in and helped move everything forward. They made sure I knew what to expect and followed up when anything needed clarification. There was one part of the process I didn?t understand at first, but they broke it down until it made sense. Everything felt under control, and the closing happened right on time.
Penelope Hughes
5/5.0
01, Oct 2023
Refinance made easy
They made refinance easy. Lots of forms but their portal and reminders made it manageable. A couple follow?ups needed but they handled well. Payment lowered, everything turned out great.
Lucas Edwards
2/5.0
28, Sep 2023
Communication gaps made it stressful
I felt like communication wasn?t consistent. Sometimes I?d get updates, sometimes nothing for days. It made me worry about the loan?s progress. When I reached out, I sometimes got conflicting information from different people. Also, a few documents needed to be resubmitted due to unclear instructions. It worked out in the end, but I wouldn?t say the experience was smooth or easy.
Sophie Wright
1/5.0
23, Sep 2023
Poorly managed loan process
The loan process was very poorly managed. I had to resend multiple documents because of errors on their end. Closing was delayed several times without clear explanations. Communication was weak and inconsistent. I felt very frustrated throughout and never felt confident they knew what they were doing. Definitely not a company I would recommend.
Amelia Williams
5/5.0
19, Sep 2023
Responsive and proactive lender
We were on a tight closing timeline and the Premium Mortgage team kept everything moving at a solid pace. They answered all my questions quickly, even after hours a couple times. There was a missing document that delayed part of the file for a day or two, but they followed up and solved it immediately. It felt like they were paying attention and really cared about making sure everything went smoothly. I'd work with them again without hesitation.
Caroline Gray
5/5.0
16, Sep 2023
Easy remote closing
I did everything from out of state and they managed the whole process virtually. The e-sign setup worked well. I was worried about mailing delays but they worked around it easily.
Savannah Morgan
5/5.0
11, Sep 2023
Honest and detailed service
Premium Mortgage explained every detail honestly, even the small things like insurance estimates and taxes. I didn?t feel rushed or sold to. Even when I had second thoughts, they were patient and never pressured me.
Maya Bennett
5/5.0
07, Sep 2023
No pressure, just guidance
Never felt pressured into a loan option. They gave us a few different paths and explained pros/cons. It took us a few days to decide and they didn?t rush us. Respectful all the way.
Grace Hill
5/5.0
03, Sep 2023
Local experts, very helpful
We live in Rochester and chose Premium because they said they?re top in WNY. They really know the market here. Explained the regional loan options and helped pick the best one. A few minor delays, but they kept me updated the whole time.
Brooklyn Cook
3/5.0
28, Aug 2023
Good support but longer timeline
Premium Mortgage provided good support and answered my questions thoughtfully. Still, the whole process took longer than I expected, mainly because some departments seemed disconnected. I had to chase after a few things to keep it moving. Nothing was handled poorly, but the delays and communication gaps made it a less smooth experience than I hoped for.
Adrian Garcia
5/5.0
21, Aug 2023
Top-notch for complex files
Our income situation was more complex (self-employed + rental). They never complained and kept asking the right questions. Got it done without drama. Other lenders just said ?no.?
Elijah Harris
5/5.0
17, Aug 2023
Cash offer program explained clearly
We looked into their cash-equivalent offer program and appreciated how honest they were about the process. They didn?t promise magic, just walked us through what?s required and what to expect. It did involve some risk, which they didn?t hide, but their team helped us calculate numbers and timing accurately. I liked how transparent they were throughout and how they didn?t pressure us into a decision. That level of honesty made us trust them more and ultimately go forward with confidence.
Wyatt Foster
5/5.0
11, Aug 2023
Seamless out?of?state purchase
I live out?of?state and bought New York home through Premium. They handled mail, docs, phone calls? I barely had to travel. Communication was consistent, some timezone mismatch but they worked with me.
Jasmine Long
4/5.0
06, Aug 2023
Good service, timeline could improve
The Premium Mortgage team was very professional and helpful with my questions. I liked that they didn?t pressure me and explained things well. My only issue was the timeline which took longer than promised due to some internal reviews. Despite that, everything was clear and fair, so I?m satisfied with the process.
Aria Campbell
4/5.0
01, Aug 2023
Good service but paperwork slow
They did a good job explaining things, and I felt comfortable asking questions. My only complaint was some paperwork took longer to process, which delayed my closing date a little. However, their staff were professional and answered my calls quickly. I would recommend them but advise to stay on top of the paperwork to avoid delays.
Vivian Adams
5/5.0
31, Jul 2023
Closed early, actually
They told me 30?45 days to close, but we actually closed early. The team coordinated everything so well with my realtor. Only one minor form missing at the start, but it was quickly fixed.
Zoey Ramirez
5/5.0
24, Jul 2023
Great refinance, lower payments
Refinanced at lower rate and monthly payment dropped. They explained the cost?benefit clearly and broke down savings. Took a bit to lock rate but they did it in time. Saved money, happy overall.
Anna Jenkins
5/5.0
15, Jul 2023
Reliable and consistent
They were consistent with updates and reminders, and it made things feel reliable. Even when I forgot a document, they followed up gently without making it stressful. A dependable group.
Sophia Garcia
5/5.0
11, Jul 2023
Patient and super knowledgeable
As a first-time homebuyer, I had tons of questions and Premium Mortgage really came through. Amy and Laurie were the two I worked with most and both were incredibly patient. They never made me feel like I was asking dumb questions and always took the time to explain. I did have some confusion with uploading documents at one point, but they cleared it up quickly. The overall process felt secure, steady, and very well-managed from beginning to end.
Abigail Martin
3/5.0
04, Jul 2023
Good overall but some delays
The team was friendly and helpful, but the process took longer than I expected. I felt like there were some communication gaps, especially when I was waiting on updates about my loan status. At times, I had to follow up more than I wanted to. The loan terms were fair, but the delays made the experience a bit frustrating. Overall okay, but could be better.
Kennedy Phillips
4/5.0
27, Jun 2023
Patient team but some waiting
Premium Mortgage?s team was patient and willing to explain every step. I had some trouble gathering paperwork, and they gave me time without pressure. Unfortunately, a couple steps took longer than I expected, so the loan took more time than hoped. I?m happy with the outcome but would recommend better timeline management.
Sofia Young
2/5.0
22, Jun 2023
Disappointed with slow communication
I was hoping for better communication throughout the loan process. It often felt like I was waiting days just to get a simple update. When I called, sometimes they weren?t able to give clear answers. The paperwork requirements also kept changing, which was frustrating. Overall, the service wasn?t terrible but definitely slower and less organized than I expected. I wish they?d improve their follow-up.
Lillian Sanchez
5/5.0
19, Jun 2023
Professional team overall
Team was professional and on task. Bought a new build and they worked with builder?s timeline. Had to ask a few times for status but was kept in loop. Closed when we expected.
Bella Scott
5/5.0
13, Jun 2023
Took care of my second home
Used them for a second property out of town. They were familiar with the area and handled everything remotely. I was honestly surprised how smooth it went. Felt way less stressful than I expected.
Ruby Henderson
5/5.0
08, Jun 2023
Felt in control
Even though this was a big process, I felt in control the whole time. They guided me but also gave space to review everything on my own. Didn?t feel like they were hiding anything.
Eleanor Collins
3/5.0
04, Jun 2023
Helpful staff but slow process
I appreciated that the staff was patient and answered my questions clearly. However, the loan approval process took way longer than they initially told me, which caused stress as I was trying to meet deadlines. Some paperwork requests came late and delayed closing. Not terrible service, but definitely slower than I expected. If they improved timing, they?d be much better.
Ava Martinez
2/5.0
01, Jun 2023
Communication and timing need improvement
The customer service was polite but the communication was inconsistent. I sometimes waited a week before hearing back on important updates. Closing was delayed twice because of paperwork issues. I felt like I had to follow up a lot to keep things moving. While I?m satisfied with the final loan, the experience was stressful and slower than I expected.
Connor Cox
5/5.0
26, May 2023
Efficient and polite
Processing was efficient. They emailed timelines, checklist, even small reminders. A couple emails got mixed up, but they corrected it and apologized. Felt polite and respectful?not rushed.
Zachary Patterson
5/5.0
18, May 2023
Friendly and accessible
Everyone I dealt with was friendly and easy to reach. I didn?t have to wait days for a call back like with some other lenders. Just good, honest communication.
Autumn Rivera
5/5.0
14, May 2023
Genuinely helpful loan officer
Our loan officer actually listened and gave advice tailored to us, not just general stuff. At times I didn?t understand the jargon, but he broke it down until I got it. Very grateful.
Emily Moore
5/5.0
10, May 2023
Real estate agent backed them?smart move
Our agent strongly suggested we go with Premium Mortgage and we?re glad we listened. Jerry helped keep us organized and on track the whole time. The documents were handled through DocuSign, which made everything more convenient. We had a lot going on with packing and moving, but the mortgage side was probably the least stressful part. Their whole team knew what they were doing and didn?t let anything fall through the cracks. Felt like a really well-oiled machine.
Owen Phillips
1/5.0
06, May 2023
Unorganized and unreliable
This was the most unorganized mortgage experience I ever had. Multiple times I had to resend documents because they got lost or misplaced. Nobody seemed to be on the same page internally, which caused a lot of delays. When I asked for status updates, it was hard to get any clear answers. I ended up very stressed and would not use this company again.
Austin Hall
5/5.0
01, May 2023
Excellent client service
The client service was excellent. I had questions every week and always got quick answers. I had an issue with my bank wire and they stayed late to help fix it. That meant a lot.
Cody White
5/5.0
22, Apr 2023
Courteous and thorough
Everyone I dealt with was courteous and respectful. Never felt like I was being rushed or talked over. They were very thorough in explaining terms and making sure I knew what I was signing.
Eliana Nelson
4/5.0
15, Apr 2023
Friendly service, processing lagged
The team was friendly and professional, making a complicated process easier to understand. The only thing was some lag in processing times which pushed the closing date back. They communicated well about delays but I wish things moved a little quicker. Still, I?m satisfied with how things turned out.
Delilah Clark
2/5.0
05, Apr 2023
Lack of clear updates caused frustration
While the team was polite, I found the communication lacking. I would wait for days without hearing anything, which made me worried about the loan status. When I finally did get updates, they were often vague. This made the whole process feel uncertain. The paperwork was confusing at times and I didn?t feel well guided. Overall, I was let down by the lack of transparency.
Premium Mortgage
Address
2541 Monroe Avenue
14618
Rochester
United States
Website
premiummortgage.com
Email
info@premiummortgage.com
Telephone
1 (844) 793-0177
