Strong Home Mortgage, LLC

Thank you for taking the time to share your feedback. We are sorry that the closing process caused additional stress for you and your wife, particularly while you were away for Army training. We do want to clarify an important part of what occurred. Our team was aware from the beginning that you intended to take title in your revocable trust, and the loan was prepared to close that way. On the day of closing, however, we learned that a Power of Attorney would also be needed for one of the trustees. Unfortunately, the requirements applicable to this loan did not allow us to complete the transaction using both the trust and the Power of Attorney simultaneously. Once that issue became known, our team worked with the parties involved to restructure the closing so that the Power of Attorney could be used and the transaction could still close that same day. This required the property to close outside of the trust, which was understandably not your preferred outcome. While we were able to preserve the scheduled closing date, we recognize that the circumstances and communication surrounding the last-minute change created unnecessary frustration and stress. We also agree that you deserved a clearer explanation of what had occurred and why the change was necessary. We appreciate that you chose Strong Home Mortgage and were pleased with the responsiveness, pricing, and underwriting process leading up to closing. We regret that your experience on the final day overshadowed those positive aspects of the transaction, and we appreciate the feedback as an opportunity to improve how we communicate when unexpected closing issues arise.