Planet (www.planethomelending.com) has a 3.9 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. 22% of reviews are 1 star, a relatively high share; The business has replied to 96% of negative reviews. Last updated 2026-08-11.
What people say
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joey tabet · 1 review · Experienced 2026-03-06 ·
★★★★★
I had a great experience working with…
I had a great experience working with planet home lending company. The whole process was smooth, fast, and very professional from start to finish. The team was helpful, responsive, and explained everything clearly, which made the process stress-free. I truly appreciate their excellent service and would definitely recommend them to anyone looking for a reliable lender. ⭐⭐⭐⭐⭐
Reply from Planet2026-03-17
We appreciate your thoughtful review! Our goal is to deliver outstanding service every step of the way, and it’s wonderful to hear we delivered for you.
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Shel N · 1 review · Experienced 2026-03-09 ·
★★★★★
Pauline is stays up to date on market…
Pauline stays up to date on market conditions and local market trends. She is very prompt and concise in all communication. Great to work with.
Reply from Planet2026-03-16
So glad you had a great experience, Pauline! We’re proud to be part of your homeownership journey — thanks for choosing Planet.
Awful company. For the past 3 years, PHL has never paid our property taxes and have been sending us a check. Unbeknownst to us, our property taxes were never paid this year and now we have a late fee. Our check was sent to us this week and our property taxes were due end of December. Our income taxes are now being held until our property taxes are paid. Absolutely ridiculous. We will be contacting PHL and will be filing a complaint.
Reply from Planet2026-04-06
We’re sorry your experience didn’t reflect the service we aim to deliver. Your feedback is important and has been shared with our leadership team so we can continue to improve.
Planet home Lending has been my lender for 2.5 years. I have never had a problem with anything working with them. I recently refinanced my home through them and the experience was great. Everything was very easy to do and I felt like my contribution to the process was nominal as the staff took care of so much of it. I was notified of every step and what to expect next. Things went smoothly and it did not take very long to get the process completed.
Reply from Planet2026-03-13
Thanks for being a Planet customer and taking the time to share your experience! We’re proud to deliver the care and service that help people feel confident and supported through every step of homeownership.
Absolute WORST EXPERIENCE out of any lending company I've ever had to deal with!!! If you can get anyone on the phone (highly unlikely...they will make you wait on hold forever and hang up on you. I have this recorded), you will still have to be transferred multiple times by people who barely speak English and don't know anything about anything.
I purchased my home 9 months ago and at that time the loan originator determined my house was not in a flood zone and did not require flood insurance, therefore it was not calculated into my escrow. A few months later the loan was sold to Planet Home and they independently decided flood insurance is required. I've sent them the Flood Certificate from my original paperwork (which they should've already had) as well as maps from FEMA and 2 insurance providers that all reflect Zone X. Planet Home force-placed an $18k flood policy on my home and backdated the premium to the start of the date they acquired it, making my mortgage go up an ADDITIONAL FOUR THOUSAND DOLLARS a month. Currently I am disputing the money they've already taken by way of auto-pay as well as having to pay for an engineer to certify my floodplain for no good reason. To top it off, they claim they sent advanced notice of this but I never received anything. Despite all of my communication preferences being set to electronic or phone they said they mailed it (uncertified) and did not call, email, or upload it to my customer portal. This is absolutely insane and should be illegal!!!!
Reply from Planet2026-03-11
Thank you for bringing this to our attention. We take your concerns seriously and have shared your comments with the appropriate team to ensure they’re addressed.
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Connie · 1 review · Experienced 2026-03-03 ·
★★★★★
Don't want snail mail
I received a letter in the US Postal service from Planet Home lending. All my notifications are set for email, not snail mail. Called in, got a customer service person with English as a second language. I explained the issued the best I could, stating I was on the website and I should be receiving notifications by mail. She repeated that I had to receive those statement in the paper mail. I stated again, the website gives the account owner to disable or enable notification and I wanted to disable them. She repeated the same answer she already gave me. I asked her how to disable paper statements, she stated I could not disable paper statements. I requested a supervisor - got the same stupid answer. Like I need to get in the mail a paper which states "you scheduled a payment for this day, we will take the money from your account on this day." Especially when I get it on the same day the payment is scheduled. I'm pretty sure I know the payment was scheduled because I am the only person authorized to make payments. DUH. I requested to speak to someone from IT, as it appeared to possibly be a website glitch, the supervised stated it wasn't and repeated the same garbage about "having" to receive certain notifications via paper statements. I asked why it stated on the website that I could disable that option, she had no answer. I stated that I had my loan for several years, never got a paper statement in the mail just for scheduling my monthly payment, so why now? This person told me that was NOT true, so basically stated I was lying. So again I as for someone who understood the website, someone from IT and was told they could not transfer me. What a company when the supervisors who answer customer inquiries don't know what they are talking about and accuse customers of lying.
Reply from Planet2026-03-10
Thank you for sharing your experience. We value the opportunity to improve and would like to speak with you directly. Please email your name, phone number, and property address to [email protected] so we can escalate this for resolution.
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Jessica · 1 review · Experienced 2026-02-17 ·
★★★★★
Knowledgeable and Unmatched Customer Service
Troy's knowledge and care was unmatched . We plan on reaching out again in the near future for additional financial services.
Reply from Planet2026-02-28
Thank you for taking the time to share your experience. We're glad to know our team provided the support you needed on the way to homeownership.
Reading all of these other reviews, I am baffled anyone has anything positive to say about this company. Since they took over my mortgage I have had nothing but problems, with zero clear explanation why.
Edit: planet home lending reached out here asking for more info to help resolve any issues, I reached out 2 weeks ago with everything they wanted, and not a word in response.
Reply from Planet2026-03-02
We strive to deliver consistent, transparent service, and we’re sorry to hear we didn’t meet that standard. Would you please send your name, property address, and contact details to [email protected] so we can connect with you directly?
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eric lopez · 2 reviews · Experienced 2026-02-24 ·
★★★★★
Impossible to get a Payoff
Has Taken Me a week or two to get my payoff ..
Its like an impossibility ...
I am trying to get my home paid off.. and they wont get the payoff for me .. I am literally trying to give them money , and they wont get me a simple number to do so .. I had a 3rd party try as well ,and they werent able to get it either... It is The most frustrating thing... You can get a payoff from any bank .. but this lender..
Reply from Planet2026-02-25
Thank you for sharing your experience. We know how critical clear, timely communication is—especially during payoff and reconciliation—and we're sorry for any frustration this may have caused. A supervisor has been alerted and will be reaching out shortly to assist you further. We appreciate the opportunity to connect and help resolve this.
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mitcheti · 1 review · Experienced 2026-02-17 ·
★★★★★
Frank’s group were extraordinary.
The group were extraordinary. They kept me informed the whole way through my process and even worked above and beyond with me to make it happen. Franks suggestions were perfect for my situation. I would recommend them highly.
Reply from Planet2026-02-23
Thank you for choosing Planet! We’re happy we could provide the service and support you needed, and we’re grateful you took the time to share your review.
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Vic Ziliani · 1 review · Experienced 2026-02-09 ·
★★★★★
First class experience with PHL!
Christopher and the entire Team at Planet Home Lending made this process incredibly easy!
Every step was clearly explained, and navigating them was simple.
Thank you all so very much.
Reply from Planet2026-02-19
We appreciate your review and your kind words, Vic. It’s customers like you who remind us why we do what we do. Thank you for being part of the Planet family.
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Alexis Hale · 1 review · Experienced 2026-01-25 ·
★★★★★
Kenneth Laudante, Jia Mitchell
Kenneth and Jia were phenomenal assisting me with my refinance.
I appreciate their hard work. They were very responsive and open to any adjustments I needed.
Thank you both.
Reply from Planet2026-02-05
It’s always great to hear when we hit the mark. Thank you for the kind words and for letting Planet be part of your homeownership journey.
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Charles Ebersole · 1 review · Experienced 2026-01-30 ·
★★★★★
Everything went smoothly
Everything went smoothly. All of our questions were answered and Ashley and Nick were polite, personable, and professional.
Reply from Planet2026-02-04
Thanks so much for your kind words, Charles! At Planet, we believe every home loan journey deserves personal care and attention, and we’re glad yours reflected that.
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Brett · 1 review · Experienced 2026-01-30 ·
★★★★★
When they first acquired my mortgage
When they first acquired my mortgage, I enjoyed a positive experience with them. Since then they have added arbitrarily over $30,000 to my mortgage claiming an HOA fee on the other side of the continent. Then treated me like I was the problem for having a problem with it and taking three months to resolve it. Constant problems with the password and user ID changing. If you can avoid this company like the plague!
Reply from Planet2026-01-31
We appreciate you raising this concern. At Planet, we strive to be a responsible, responsive partner—and we’d like to help resolve these issues. Please email your contact information to [email protected] so we can escalate your issue to the right team.
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YP · 2 reviews · Experienced 2026-01-29 ·
★★★★★
Great Refinance Experience
It was a pleasure working with Nancy Sexton at PHL on the refinance of our home. Nancy is an expert in the mortgage lending field and was able to provide us with a competitive rate and quick close. We would not hesitate to work with Nancy again in the future.
Reply from Planet2026-01-30
Thanks for being a Planet customer and taking the time to share your experience! We’re proud to deliver the care and service that help people feel confident and supported through every step of homeownership.
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Victor Trent · 1 review · Experienced 2026-01-20 ·
★★★★★
Francis Snyder was instrumental in my…
Francis Snyder was instrumental in my successful refinance. He provided all the information I needed to make wise, informed decisions. Thank you!
Reply from Planet2026-01-30
Thank you so much! We’re honored to earn your trust and happy to hear we met your expectations. Your recommendation is the greatest compliment we could receive.
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Dennis Osburn · 3 reviews · Experienced 2026-01-21 ·
★★★★★
Refinancing
Made the process so super easy. They came to us. Never had to leave the house!
Reply from Planet2026-01-30
We’re thrilled to hear this kind of feedback, Dennis. It means the world to our team. Thank you for taking the time to leave a review.
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mike · 1 review · Experienced 2026-01-17 ·
★★★★★
Planet Home Refi
Ross was always available and reachable for any questions or queries that I had. He made this entire process very easy. River was a fantastic assistant as well. Best regards, Mike Hall
Reply from Planet2026-01-29
So glad you had a great experience, Mike! We’re proud to be part of your homeownership journey — thanks for choosing Planet.
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Neicey · 5 reviews · Experienced 2026-01-23 ·
★★★★★
A bunch of thieves they let someone…
A bunch of thieves they let someone make a payment out of my checking account and I didn't authorize it nor is the person name is on my account. They refused to give me my money back! I'm contacting my attorney and all other sources and I plan to sue them! They need to be shut down, I'm a Private investigator and I will make sure they get penalized for the fraud they did against me ! I won't stop until they get what they deserve! Customer service is horrible!
Reply from Planet2026-01-30
We strive to provide consistent, transparent service and appreciate you sharing your perspective. We’d welcome the opportunity to better understand your experience. Please send your name, property address, and contact details to [email protected] so we can follow up directly.
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Caprisha Polk · 2 reviews · Experienced 2026-01-26 ·
★★★★★
I've had some experienced so misfortune…
I've had some experienced so misfortune events since the ending of 2025. And my loan being transferred over to this mortgage was one of them. I work for mortgage company as well and the way they speak so harshly to the customer. Listen I pray everyday that I could get transferred again because even even when I catch back up I don't want to have to deal with the rude people. I get having to a job but a lot of the agents I've experienced these past 5 months have but nothing but disgusting human beings. I say that because I know they can see everything regarding the account even when boarding from previous they really talk to you like your nothing and don't deserve to have and experience life still. I've had 3 good experiences this whole ride ready to get off.
Reply from Planet2026-01-27
We’re sorry to hear your experience didn’t go as expected. We’d like to help make it right. Will you please send your name, phone number, and property address to [email protected] so we can look into this and follow up with you?
