Michelle was excellent, super and above and beyond. She maintained the wonderful customer service that Essex in known for. She was patient, VERY informative, gave me some helpful tips and additonal information to my issue. Please give her a raise or a promotion! :) read more

I spoke with ASH today regarding a payment and I had a few questions that I didn't have the answers to so Ash answered them. She was kind, patient and helpful. I have been working with Essex for about 2 years now and I have always had a good experience. Thank you again Ash continue with your awesome customer service. read more

I had two loans with Essex. They just transferred. I will miss Essex servicing my loans. They are great!

Unfortunately, after we bought our house with a different lender, the mortgage was sold to this lender and they're absolutely the worst to work with!! They won't do ANYTHING to help you. read more

If you want to do anything other than the most simple things, you'll be faced with delays, misinformation, indifference. If your realtor recommends this company, ask for an alternative. Shame, because the broker side is fine, but the servicing dept is utterly incompetent. Can't wait to pay off my mortgage so I don't have to deal with them anymore. read more

cant make a payment online or via phone. no customer service available. Makes me want to refinance with a different company.

Donelle, The Supervisor with Customer Care, came though with help with an expedited payoff for a customer. She went above and beyond and I am forever grateful for her excellent customer service. read more

Latanya was really helpful in answering my questions. My only suggestion is for the answering service itself. All the numbers I pressed to get me to a person sent me in circles before I called the 888 number read more

Laura, the lady in charge of loan assumptions, is absolutely terrible. A process that could have taken a couple weeks instead took three months (and still ongoing) because of how difficult she is to reach (and never returns calls) and how poorly she communicated what needed to be done. Overall terrible customer service, which is most of what a mortgage company should offer besides competitive interest rates (which they also don't have). It's better to just keep renting then try to buy a house and finance a mortgage through this company, they're that bad. read more

My mortgage loan was sold to this servicer. They are far by the worst! I have never endured the horrible unprofessional and unpleasant service ever. read more

If I could give 0 stars I would this company has been the veal of my existence. When i 1st bought our home they were the mortgage company who owned the house, they told us everything about how to pay the hoa, maintenance fees and electric but not how to pay the mortgage its self. Didnt tell us the apps to download nothing. Every time I called to fix the payment situations I was waiting for hours for someone to answer, when they did ide get transfered multiple times or the call drop to have to wait again then to just be told me to call back the following day. They listed the house as abandoned when it wasnt and would leave notices on the door for us to call. When i did call it was either no answer or number no longer in service. When someone from the company did finally answer and kinda help to get the ball rolling so we could catch up on payments they scammed us and stole $15k that was meant for the house. I called after and found out that the person who had assisted me no longer worked their and I was not reimbursed for what they stole. This company sucks and I hope they get shut down soon! read more

I believe the customer service has always been top notch to me. Every time I call my questions are answered, and problems are solved. Today I spoke with Bobby and again I wasn't disappointed he gave me options to help me, and solutions to resolve my issue. We had a great conversation and a weight was lifted off my shoulders afterwards. I would like to thank Bobby and EssexMortgage for there professionalism, and his genuine spirit. read more

Jennifer at Essex mortgage help fast n quick.straight the point.i appreciate.essex has been great to work n have been with them for two years.they are very helpful people. read more

Their online system is terrible and it's nearly impossible to get anyone on the phone for any type of assistance at all. I had one late payment due to not being able to get into the system or get anyone on the phone, and because of that they required me to send a cashier's check, thus delaying my payment to them even further and costing me unnecessary fees. I do realize this is partially my fault, but like I said, they do not care about helping their customers at all and their "policies" are garbage. Do NOT use the company if you can avoid it. read more

I just wanted to say that Shenaye Blunt with Essex Mortgage helped me out with my loan issues instantly. I want you all to know that she was so kind and professional and answered all my questions with so much knowledge. I definitely recommend Essex Mortgage to anyone that needs home mortgage service. Great for Business and Customer Service. read more

This is the only mortgage company in the world that doesn't allow bi weekly payments to pay off your mortgage. When I called recently I spoke with someone very helpful and friendly. However, the business itself is ass. Knowing paying bills weekly allows for an extra payment yearly, they do not accept this form of payment. read more

I called in and spoke with Stephanie ( would not provide last initial). I called and asked if everything for the sale of my home had been completed and if there was anything left over. Before doing the proper research Stephanie immediately told me I still had a balance and home sale was not resolved. I asked Stephanie how was that possible if I could be placed on hold and speak to a manager about my already escalated situation. Stephanie did not sound warm, welcoming or even like she liked her job. She placed me on the hold for a few minutes and come back to tell me that everything is paid off. I asked her what changed, and if I could still speak with supervisor because I did not trust her ability to want to help. Stephanie lacks empathy, and does not listen to customers needs. she has no attention to detail because if she did she would have did the proper research before giving me incorrect information read more

This is the worst and mis manged company. They do not answer calls or emails. Sending out monthly invoices are consistently late. They bought my mortgage from another company and the experience has been nite an day ...just ineptnes. read more

Easy to make payments online, not easy to work with when there's a problem. 2 payments were made with 1 check by a foundation helping us with bills with off for work for losing our daughter. I called customer service for specific directions on how to have the payment sent. They did not apply both towards payments but rather principal and don't understand English enough to reverse an put towards payments. Do not recommend going through, use a local vendor. read more

They never answered the phones I requested a payoff and pay off was higher than the previous months with doesn't make sense. I've been trying to get in contact with them. read more

DAVID PEBLEY is awesome! he explain loan program for me. He explain some terms and went into detail. He help me understand and found the best solution for us. I felt like a value customer and he took his time with us. I hope i get continue to work with him. read more

I had a Zoom meeting today, with Prismat. She was very helpful and knowledgeable. She answered all my questions, had a positive attitude and a beautiful smile. Thank you so much Prismat I really appreciate you. God bless you read more

On January 3, 2024, I called Essex Mortgage because I had a few questions regarding my Escrow analysis and property insurance. I was greeted by a nice young lady whose name is Shenaye. She was very professional, helpful and knowledgeable. All of my questions were answered in a manner that I understood because her clarity was on point. I have only been in the Essex Family for one year, and I hope that all my calls to the company are as pleasant as this one was. Happy New Year to all of you. Thanks for the great service. Donna Mickens read more

On June 20, 2024, I called Essex Mortgage to have my T&I Account analysis explained. I reached Anna Duart who was easy to speak with, professional, helpful, and knowledgeable. She explained a deficiency in my escrow account and scheduled a new analysis once the insurance policy is updated. She was refreshingly honest, placing my call on hold whenever she needed to verify information before passing it on to me. Additionally, she was able to switch my due date from the 1st of the month to the 15th, which is a God-send for me. Thank you Ms. Duart! I pray you have a wonderful weekend. read more

Alphonso T. was really helpful in every conversation I had with him and provided a solution for my problem. I hope to continue to have as great costumer service in the future as he has provided. read more

My house was destroyed by Hurricane Ian and Essex Mortgage was holding the insurance payments. They would disburse as repairs were inspected, which wasn't an issue until they changed processors in August. Now when you call into customer service you get a message that they're too busy and you get hung up on. Absolute lack of customer service! Cannot reach anyone to verify my last inspection was completed and cannot get a payment issued so I can pay the contractor! Terrible way to do business. Also, Phone number (866) 582-0092 is not in service. read more

This mortgage company is one of the worst companies.So they change from the company that I was paying my mortgage payment too which I might add I had no problems with getting my payment or making my payment. Now they are doing the payment and the site that they have you use now some how changes you information from checking to saving with no doing of mind and now they are saying I have to send money orders which is fine . but I want to know why when they never report to the credit bureau when they mess up they going to send that my payment is late mind you I never know that I had to start sending money order until I spoke with someone who might I add was rude I'm trying very hard to get from under this company please if you have a choice to leave or now come don't use this company read more

Horrible customer service ...very frustrating to call and the automated system cuts you off continually. Who cares about a new building and you can't even get a person on the phone. read more

I dont respond well to a company that HARRASSES. Yes my mortgage is current! They need to get better people to work customer service. Bei g hung up because I asked a question doesn't fly! Rude ass people. Request a manager or supervisor they say NO! If I could you would get zero read more

If I had a choice 3 years ago knowing what I do now I would have taken literally any other option. For 3 years now it has been a horror show. For one their greedy policies do not allow you to make split payments. That was day 1. Sending them insurance documents through their whack system took at least 7 phone calls and I have no idea how many attempts let alone the processing time and getting the run around (months 2 and 3). Multiple times I changed my additional principle amount and literally each time it caused a payment issue including one that would have made my payment late had I not caught it and the latest, duplicate payments 2 days apart which is what I have to fight to be reversed today. Their portal system is absolute garbage, they might as well write everything on a napkin and send it to you, it would be easier to understand and find what you need *if* it is even there. Their only redeeming quality is their phone support agents slightly improved recently, but wait times did not. 0/10. If interest rates ever go down again I am out of here. If you hear their name from your mortgage broker, head for the hills! read more

Melody was amazing. I called them about a situation I was having and she calmed me down. Explained all my options and went above and beyond. If I can speak with her every time I call it would be perfect! Thanks Melody read more

I have had nothing but nightmares since 2023 August with Essex Mortage they did there merge and hit all three of my credit reports. They reported me late on both mortgage and say i didn't make my payment making it so i was 30 days late. In the whole entire month of August 2023 i couldn't for the life me get a payment through there sytem. Two times i made a payment money just sat in my account. They say its correct after so many disputes. Then finally November i talked to someone and put another dispute they said they would fix and my disputes say other wise. This is one of worst company in my life i ever had to deal with. read more

Sabrina was extremely gentle and understanding with me and my situation. She was calm and very informative!!!

I spoke with Shanell in customer service today and her assistance was excellent. She answered all of my questions promptly and I felt confident regarding the feedback she gave on Mt account. read more

Today customer service representative Sabrina was wonderful. She was able to answer all my questions.

Had a payment plan with them. They did not honar what we agreed on. They never called back as promise. no supervisor available to talk with. Wasted a day on their hold. 100 percent crappy company. beware look else where. read more

Just moved into my new home and the first mortgage payment is due in 14 days. I am trying to setup my payments and the mortgage is not on board or found. WOW Essex if you have monitors on this site I STRONGLY RECOMMEND CALLING ME IMMEDIATELY. To straighten this out. Other wise house goes up for sale and I am done. read more

I HATE having to have anything to do with this company. Very unprofessional, nobodys on the same page, everytime I speak with someone they tell me something different. I was told in SEPTEMBER 2023 that I could no longer make my payments over the phone and I had to mail them in. I expressed i didnt feel comfortable mailing payments but I was told this was mt only option. Against my better judgment I began mailing the payments in as requested I n december 2023 while speaking with a rep I was told my morgage was behind and they had not recieved a payment from me since september. I assured them that I mailed my payments in. they stated they never recieved anything from me. I began calling throughout the month odf december leading up into January. Nobody was able to figure out what was going on with my account. FINALLY one of the reps that I spoke with informed me that they did recieve a payment each month in question however they mailed the payments back to me because (your not going to believe this ) They cant accept mailed payments from me) Even though they were the ones who insisted I mail my payments in. I was running around like a chicken with my head cut off trying to track these payments down. In the mean time trying to get in touch with essex. Thet keep you on hold for forever just to have the automated system say they will place your call in the cue and have someone call you back. Nine times out of ten nobody ever calls back. When I do speak with someone i request to speak with a supervisor just because they are never on the same track and i was getting tired of being told 20 different things and I also wanted to know why the heck they were sending my payments back especially without informing me so I could look out for them. I never recieved a call from a supervisor. (I requested this 5 times minimum) As i wait around my late fees are constantly adding up, credit score constantly dopping along with my mothers who co signed for me. In fear of loosing my house I decided to pay the mortgage payments AGAIN even though I had already paid and just deal with trying to get my money back in the mean time. When I got my taxes I paid almost 2000.00 to catch up. I also had 1400 sitting in my unapplied balance. I called the next day to make another payment to add with my unapplied balance. I was told I could make the payment at this time and I had to wait on the other payment to clear. I requested to speak with a supervisor again. I was told he was busy but would call me back. (NO CALL BACK WAS EVER RECIEVED) I waited three days called back again. Waited on hold for them to say someone would call me back. Someone actually called back (not a supervisor) nevertheless I asked if i could use my money sitting in my unapplied balance to complete my payment. She told me she does not know what that is or how to do it!!! She said I would have to speak with a supervisor to do that. My RESPONSE was thats fine however they supervisor never calls back and in the mean time im being charged late fees. her response was Im sorry but there is nothing that I can do. okay. Waited like a day or two (yes I need a day or two in between speaking with them for my mental sanity) [Placed on hold again automated machine says they will call me back. The lady calls back and i try to make the payment. She tells me she does not see my 1400 that I KNOW is sitting in my unapplied account. I cALL TODAY SOMEONE CALLS me back I try to make the payment she informs me that SHE sees a balance of 1100. My question is well what happened to the 300. Listen yall this place has caused me so much heart ache frustration and financial instability. With no remorse its like well I guess u have to make these payments again. Im a single mother working hard. This has caused me to be behind not only with my mortgage but other bills as well. They will literally tell you one thing and then the next person tell u something totally different. Its soo hard to get in contact with someone over the phone. Like the whole time Ive been writing this long paragraph Ive been on hold 40 minutes and counting now.. I was just told that the supervisor said he already spoke with me on feb 29th which is a LIE!! He was supposed to call back but never did. If you can avoid having these people as your mortgage company please do so. and whatever you do DO NOT EVER MAIL THEM ANY PAYMENTS!! Keep record of everything they say to you write down dates and ask for names. Im so fed up at this point Im trying to see who I can reach out to at this point a news station, the BBB, SOMEONE!! iM NOW 47 MINUTES INTO THE CALL AND SHE CONTACTED THE SUPERVISOR AND HE SAID HE WILL CALL ME BACK BUT HE CANT SAY WHEN IT WILL BE. YEAH OK i WONT HOKD MY BREATH!!! PLEASE EXCUSE ANY TYPOS IM VER FRUSTRATED!!! read more

The WORST Mortgage company I've ever experienced! I must caution anyone looking for a lender or any Realtors looking to work with a mortgage broker. I'm on my second deal with Essex and the first one took 60 days to close and they are telling me the second can't close any less than 55 days. No one seems to be on board with actually helping the families get into their home and closing the loan faster even if the seller is ready to end the agreement because Essex said they could close in 30 days no problem then they require double that. This first experience could have been a fluke, but I had 2 almost exact experiences in two different deals that were both terrible. read more

if you are 20 days late they set you up with a payment plan over the phone to catch up and said don't pay next payment and they spit 2 months in the next 3 months you call to make payment and they have no clue what you are talking about and all managers are in meetings no clear help just hoops they said they have a new system and so we see nothing or any payment plan like they don't want the money I'm very confused and the state is looking into this it is looking like 2007 all over again if any one else has this same thing please join this and getting answers read more