BBB Accredited Business since
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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
|Complaint Type||Total Closed Complaints|
|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
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||302|
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 ManagementMr. Craig Royal, CEO
Mortgage Bankers Reverse Mortgage Mortgage Lender Mortgage and Nonmortgage Loan Brokers (NAICS: 522310)