Saxon

Saxon Mortgage Services Inc started their operations in 2000 and is based in Fort Worth, Texas. They provide the entire range of mortgage services which are; mortgage loans, refinance, home improvement and debt consolidation. Their customers are mostly those people who do not have a good credit rating. They operate through mortgage brokers throughout the USA. They have serviced over $9 billion and have over 170 thousand customers throughout the states. As most people who could not get mortgage loans because of their low credit ratings Saxon Mortgage Services decided that this was the customer base that they would focus on and that is why they have a repute for even entertaining clients with low credit scores. They also try and work closely with the customer to get a clear understanding of the customer’s financial position and then offer a mortgage that suits the customer. They have trained their staff to talk to customers and take special interest in each customer’s problems and try and find a solution for them.

Because of their customer care services and currently people with near perfect credit ratings can also get better mortgage terms Saxon Mortgage Services Inc strives to provide quality service to customers. They have made major investments in their CRM systems and are focused on getting to the heart of the problem related to a customer and then offering solutions.

Saxon Mortgage Services Inc has a web site and one can start off a mortgage process online or call them at their toll free number for mortgage advice. Their web page does not give out a whole lot of information and is not as user friendly as a lot of other mortgage company’s web sites are. There are links to their mortgage plans, and company information but the information is quite scarce and not very helpful.

They do offer a number of payment options; online payment, automated phone pay, auto payment monthly draft, western union quick collect, etc. there are a number of complaints by their customers of the company’s lack of interest in providing the special care that they promised when they took out their mortgages with Saxon Mortgage Services Inc and they are rated very low in providing proper customer care services to customers who have defaulted on their payments or have asked for their payments to be rescheduled. Also there are complaints of over charging on certain payment modes and most customers have complained quite bitterly about this. Some customers have even lost their homes.

The market segment that Saxon Mortgage Services Inc provides mortgage services to are those people who are on the borderline in terms of credit rating and they expect that when they have been given a mortgage loan in case they default on their payments or request for a reschedule of payments they would be given this facility. But the number of complaints that one sees on the web does not show that the company provides the same after sale customer care services as they do when they are giving a mortgage to a customer.

Although the company has made a lot of investments in integrating their mortgage brokers and in house training and striving to provide the best possible service to their customers however there are customers who praise their services and those who are absolutely furious about it.

Saxon Mortgage Services Inc is trying very hard to get new customers and are quite aggressive in acquiring mortgage leads and then following up with customers through phone calls and emails. They are continuously trying to expand their customer base and improve customer care services and do employ well trained customer care representatives and attentive loan officers.