U.S. Bank-Carlene Boatwright-Mortgage Loan Officer

This was absolutely the smoothest transaction, Carlene Boatwright was very responsive and attentive to all of my questions & concerns, put simply shes quite the professional and I highly recommend her as your guide through your home loan. You truly know someone loves their job when normal business doesnt stop them, Carlene made this work even with my crazy hrs!
Apr 6th, 2024

Where do I begin? There are some things Carlene did well and many things she didn't. For the sake of time, let's address these pros and cons via bullet points: Pros: - Extremely knowledgeable about the entire financing/mortgage system - Provided substantial time at the onset in helping me understand the process and timeline of events - Was responsive, even outside of normal business hours during the initial stages of pre-approval Cons: - Chose to not connect with the builder (Holt) to verify construction timelines prior to me locking my rate. - Fed me lines that she's "sold hundreds of homes and only had a rate lock expire once". Apparently this has now happened twice in her entire career, as our rate lock expired an entire 2 months prior to closing. The resulting stress levels and lack of meaningful follow up from Carlene (or US Bank as a whole) made a bad situation much worse. - When Holt decided to do most of the heavy lifting to buy down points to get us back to our original rate, Carlene neglected to advise us of this and instead advised me to hold off on locking my rate again because the market might get better. When pressed to re-lock based on the volatility of the market, Carlene then advised that she couldnt re-lock our rate without the permission of her manager (who was, at the time, away from the office for several more days). - Carlene finally communicated to me that Holt was willing to buy down the necessary points to get my rate back after I threatened to walk away from the build in a larger email, which also included her boss and Holt leadership. - As the loan process became more convoluted, her communication became more sparse. At no point towards the conclusion of this experience did we feel that she offered us reassurance, relevant information or a clear path forward. This is the opposite to what we experienced with Holt and our Realtor. - Once the loan was taken care of, she contacted me via personal text rather than on the email thread which we had been discussing the final stages of this loan and our concerns. In this text thread, Carlene specifically stated that she felt she was communicative through the entire process and that she had been forthright in advising us of Holts offer to buy down our rate (untrue, and verified through our saved email/ text communication). Despite this version of events, Carlene has since been removed from Holts promotional material for our development and she is no longer listed as the principal contact. I realize that this entire diatribe may read as an angry Yelp review, but everything listed here is 100% factual. Maybe the nuance of my loan and situation created unseen circumstances for her, but if I were you, I'd steer clear of her and US Bank as an organization.
Nov 8th, 2023