"Dear Monarch Mortgage,  

 

I writing to express my gratitude for the service we received from Ken Raskin and the rest of your staff. My husband and I sincerely appreciate the professionalism and care you provided us during the home buying process.

We had a difficult mortgage situation. We were moving in from a different state, and I had recently started my own consulting business. Because I had worked for myself for not quite a year, mortgage lenders refused to consider my income though it made up two-thirds of our household income. And, the mortgage industry had just begun moving into a lending crisis.

This made Ken's work difficult, but he was able to broker an effective mortgage solution that allowed us to successfully purchase our new home in Asheville. He carefully explained all our options and helped to find the right loan for us.

His approach to customer service immediately put us at ease. There were times when anxiety would creep in as we continued to hear of various mortgage lenders in trouble or failing, but Ken could sense any trepidation was always there to reassure us. I remember sending an email to him late one night expressing concern about the status of our loan. I was hoping to hear back from him some time the next day. Within 15 minutes of sending the email, Ken called me that night to tell me not to worry. He was confident in the loan program.

He walked us through the entire mortgage process and came with us to the closing to ensure that all the details of the loan were presented accurately. As part of my own business, I design and deliver customer service and consulting skills training for large organizations. I've now integrated Ken and Monarch Mortgage into this training as a case study of exemplary service.

We expect to buy and sell other homes in the future and Ken has won Monarch Mortgage a life-long customer.

Thank you!  
Deanna J. Banks"

"Dear Monarch Mortgage,  

I am writing to you regarding the service I received from Monarch Mortgage.  Monarch Mortgage financed a new home that we recently built, and the customer service was commendable.

  We started the process with Ken, who was extremely professional and helpful.  As you are aware, financing a new construction home can be confusing to those of us who are not familiar with the process.  Ken was excellent in patiently explaining the process, giving us several good options, and making sure we understood the advantages and disadvantages of each.

Afterward, Ginger stepped into the picture.  She continued the same level of excellent customer service.  I feel as though she went "beyond the call of duty" many times to work through a number of issues...Her consistent follow-through was invaluable in getting this resolved.

Throughout the entire process, I commend both Ken and Ginger for their excellent knowledge, customer service, and attention to detail.  I would highly recommend their service, and in fact, I intend on calling Monarch Mortgage again in the future.

Thanks for a great job!  

Regards,  
Jason W."