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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Royal United Mortgage, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Royal United Mortgage, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 53 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

53 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 3
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 40
Total Closed Complaints 53

Additional Complaint Information

BBB files indicate that this business has a pattern of complaint. Consumers allege that the business repeatedly calls consumers, even after consumers ask the company to stop calling them.

BBB requested the voluntary cooperation in eliminating the pattern of customer complaint. Company responded with "We sincerely appreciate you providing us information outlining the discovered pattern. Your expertise and recognition will help us to become a better company. The leadership of Royal have had multiple meeting on how to address the issue. These meeting involve the President, the CEO and Vice-Presidents. On Monday March 23rd, 2015 I will be presenting findings and a plan to help break the pattern of customers complaints resulting from this issue. But please understand that our business model, in concert with the expectations of our lead aggregators, may never completely eliminate these complaints. We have worked to insure an understanding of how we work and the impact we have on consumers. Ours is a highly competitive environment contractually mandating timely returned calls on behalf of both the consumer and our lead aggregators and we understand that at times multiple companies will create frustration. We intend to better manage that frustration."

"We will be introducing changes in policy, enhanced automation procedures and sensitivity training for those impacting our borrowers. We look forward to working with you to monitor both the outcome and the effectiveness of our changes. In the event our efforts do not translate to improvement to the pattern we will continue to take action to mitigate the problem."

 BBB will continue to monitor complaints with the company. 

Customer Reviews Summary Read customer reviews

302 Customer Reviews on Royal United Mortgage, LLC
Customer Experience Total Customer Reviews
Positive Experience 267
Neutral Experience 4
Negative Experience 31
Total Customer Reviews 302

Additional Information

BBB file opened: October 28, 2008 Business started: 01/17/2008 in IN Business incorporated 01/17/2008 in IN
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Financial Institutions, IN Department of
30 S. Meridian Street, #300, Indianapolis IN 46204
Phone Number: (317) 232-3955

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Craig Royal, CEO
Contact Information
Principal: Mr. Craig Royal, CEO
Business Category

Mortgage Bankers Reverse Mortgage Mortgage Lender Mortgage and Nonmortgage Loan Brokers (NAICS: 522310)


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.