Derrick Baker

"Derrick was very thorough and always available for questions"

"Knowledgeable and always easy to reach with questions/concerns."

"I had a great experience with Derrick; however, the overall experience with Movement Mortgage, specifically Matthew Beckham, the Renovation Processor, was one of the worst experiences I have ever had by far. Matthew does not seem to understand the loan process or the information he is requesting from the borrower. He is not knowledgeable enough to perform this role effectively. I have no problem being asked for documentation and understand that is part of the process. If he had given my builder and me a list of 100 items at the start, we would have provided them. The problem is that he never appeared to know what the process involved or what he should be asking for. When he spoke with me or my builder, we were consistently told that the information provided was acceptable and that we were good, only to find out days later that it was not correct or that something had to be changed again. If we had been given clear and specific guidelines from the beginning, we would have provided them. Does your company not have a checklist for this process? If not, you should. At one point Matthew claimed my builder was not getting back to him. This was false and damaging. My builder was upset because Matthew led me to believe in an email that my builder was delaying the process. I am fortunate my builder remained patient and understanding, but he nearly walked away because of the poor communication. My builder has been in construction for 30 years and said this was the worst lending experience he has ever had. I understand the underwriter must review information and sometimes request more, but Matthew consistently failed to specify what was required. One example from many is when he told me I needed builders risk insurance. When I asked why the builder’s policy was not sufficient, he gave no explanation and only said I needed another policy. When I asked what terms should be included, his only guidance was to cover $521,000. No other direction was provided, so I had to research it myself and call Derrick for help. Derrick was always responsive and tried to assist, and I felt he was the only one genuinely working to help me secure the loan. Then there was the issue with the address on the insurance policy. To meet the September 30 deadline, I asked my agent to correct the policy and I sent it to Matthew two days before closing. I asked if it was acceptable and if anything else was needed, but received no response. I also asked when closing was scheduled so I could arrange time off work. He said he did not know, that he had nothing to do with closing, and that I should maybe check with Derrick. I did not find out until the day before that we were scheduled to close on October 1. We did close, but the next day Matthew emailed saying the address still needed to be corrected and that it would now hold up payment to my builder. I will now have to ask my agent again to change the address. This is by far the most frustrating and unprofessional process I have experienced with any company. Just when I thought I was done dealing with Matthew and this process, I get dragged back in to something he should have corrected immediatly upon reveiw. I considered walking away from this process twice and going directly to a bank. The only reason I stayed was because Derrick convinced me that he was elevating my concerns and trying to work through the issues. I hope he communicated how serious these problems are, because they need to be fixed quickly to avoid serious reputational damage. I know two other people currently going through construction loans. Based on my experience, I have already told them not to use Movement Mortgage. I said using Movement Mortgage would be the biggest mistake of their life and to go directly to a bank even if it cost more. That is not something I say lightly, especially since Derrick Baker has always spoken highly of the company and its reputation. I refinanced my primary residence with Movement years ago, and my son recently purchased a home using Movement, both of which were excellent experiences. It is disappointing to see a company decline this severely. I am a very patient person, but this was the worst and most trying loan process I have ever been through. I understand that construction loans are more complicated than traditional loans, but Movement Mortgage did not seem prepared or equipped to handle them. I find it difficult to believe I am the only one experiencing this. Many customers may not complain directly, especially since this survey focuses on Derrick rather than Matthew. I strongly suggest you begin conducting quality control checks on the construction loan process. I believe you will uncover significant issues with the process and communication, items that will continue to damage your reputation unless addressed quickly. Sorry if this is not the correct place to elevate my concerns. I felt like it was the only opportunity I would have to express my disaapointment with the process."