It is the policy of our company to respond to customer complaints, disputes and issues immediately, to take each complaint seriously, to investigate each complaint however small it is – immediately and to take remedial actions swiftly.
As soon as a complaint is received, it is documented and is logged into a special log. The complaint is sent directly to the Customer Complaint Officer or his designate, in order to take action.
All complaints and records of complaints are kept in a special complaints binder along with all the Customer Complaint Officer's Quality Control Files and other written policies so employees can easilyaccess them and use them to provide better customer service. Reports on complaints are reviewed during the Customer Complaint Officer's meetings with our Board. We are focused on providingfinancial products and services to all customers in compliance with all Federal and State regulatory policies including but not limited to consumer protection, fair lending and civil rights laws. For more information, contact us using the information below.
If you have a complain or any questions about any legal disclaimers or disclosures, please write us by mail here:
5500 Northland Dr NE Suite J
Grand Rapids, Michigan 49525
or Call us at (616) 805-5807
Kevin and his team were prompt, friendly, and very available, even off hours. His team members were extremely helpful, and helped us complete all documentation easily and quickly. They also answered questions outside their area to help us with closing.
aaronrademacher6 on 2018-07-01
Lake State Mortgage provided excellent service. Every member of the staff was courteous, thorough, and quick to assist us with every question or issue. They even helped us find an agent to provide a great home insurance premium. We closed with a VA loan in four weeks! We are extremely grateful we chose them as our lender!
norcrossfam on 2018-05-01
AWESOME LENDER! - We found Kevin and learned about our various options with refinancing the home in order to re-invest in another property. Kevin was incredibly helpful, resourceful and guided us through every step of the process. We are definitely using him for all our mortgage needs in the future!
JoGamrot on 2017-11-01
Kevin and his team are amazing! They were efficient, and were able to close my mortgage for me in record time. I was with a different lender at first, that gave misleading information and expectations that were never met. So I switched my mortgage to Kevin's office and it was smooth sailing all the way through. Thank you is not near good enough!
ldecker65 ld on 2017-11-01
We lost our trailer of 32 years on May 3rd. of this year. We lost everything but the clothes on our backs, including a car. We didn't have insurance on trailer due to it age. So we were looking at options on what and where to go next , then I talked to Adam at Lake State . He guided us thru the process thru every step. always answered calls or questions. even after hours. We will never be able to show how grateful we are that we now have our first real home. It was a pleasure to work with Adam and his teams .
chefscorpio66 on 2020-05-01
Adam is the best Lender anyone can ask for! He is truly amazing and goes the extra mile! He is very patient, and really cares about people...We are truly blessed and lucky to have Adam as our Lender!! I will always use Adam and I recommend everyone else to use him too! Thank you Adam for everything! We love our new home!
saintc4 on 2020-04-01
Adam was easy to work with and helped me through the process of buying my first home. The process went very smoothly and he and his team communicated with me what was happening and always gave me a timeline of what was coming next. Overall it was a quick process and Adam were a pleasure to work with.
andreapattison4 on 2020-05-01
Adam was very attentive and always available for help. Literally 24/7 was always there to answer my questions and to make sure that I felt comfortable
xkrzypandax on 2020-02-01
He was great. He made sure everything was explained thoroughly. I felt very comfortable purchasing my first home. He’s very responsive and great communication. Thank you Adam!
EunhyeJung on 2020-01-01
Adam provided the most professional help on obtaining a mortgage as he possibly could. For a first time home buyer I had zero idea what I was doing. Not only was he answering every question I had, Adam and his team made sure they provided assistance every step of the way. He stayed connected and informed me of what was going on. He mad home buying EASY when I was VACATIONING IN ITALY. I trust Adam will be using him for my future homes. Thank you for being such a great lender.
JoshuaTaylor18 on 2019-06-01
Adam could not have been more helpful throughout our first home buying experience. He clearly communicated what he needed from us to get pre-approved, and was always available to answer any questions that we had throughout the process. It is evident that Adam cares about his clients and wants to make the process simple from start to finish.
kacievhof on 2019-06-01
Never felt like I was annoying him with my onslaught of questions. Made the process nice and easy.
zuser20161213094252114 on 2019-05-01
Adam was very helpful to us. His realtor was very interested in searching home for us.let God bless all your members and Jessica too.Thank you for help
Kalemalwenge2017 on 2018-11-01
Adam explained the mortgage finance process from start to finish while keeping me updated on the terms of my loan. Adam sets the pace in mortgage lending. If and when you want something done, call him.
Kraayeveld on 2018-08-01
Ryan was great. He was always available to help and answer any questions along the way. Smooth process, best rates, I would highly recommend him. Lauren
sweetness620 on 2021-10-01
Ryan came highly recommended, so we decided to inquire about a refinance. He was very personable over the phone during our initial introduction. The experience throughout the process was smooth and efficient. From start to finish, he was very helpful in guiding us through next steps as well as provided thorough information on what to expect. Overall, we were very happy with the outcome. Thank you again Ryan! We'll gladly refer you to friends and family!
marvgaviola on 2021-06-01
Ryan is very friendly and caring and professional! He helped me ever step of the way. He always answered my emails or calls the same day. He was very honest when I needed help/guidance what to do. He always kept me updated with every step of the process. Awesome job Ryan B.!!!! Thank you. Shaun
shaunrp on 2021-05-01
Ryan has been amazing throughout my entire refinancing process. He was responsive, patient, and supportive during the entire time. Absolutely loved the entire experience and was so glad to have Ryan as my loan officer. He provided the best service I have ever experienced. I will gladly refer him to all my friends for their mortgage needs without a doubt.
swathitvs on 2021-01-01
Ryan was prompt, professional, and courteous. He was patient and thorough answering all of my questions. He kept the ball rolling and the process was completed in the time frame promised. There were absolutely no surprises at settlement. An excellent job!"
m madej on 2020-12-01
This was our first time refinancing and we had a great experience with Ryan. He was knowledgable, professional, and readily available to answer our questions. We will definitely be referring our friends and family that wish to refinance to Ryan.
dylandcor on 2021-01-01
The most effortless, smooth refi's I have ever experienced. Ryan is very professional and everything was done via email, and phone. So if you're like me and love talking to a Human "Ryan is available" Thank you, Jay
MISFR on 2020-11-01
We've refinanced with Ryan twice now and he's fantastic. He works hard to make the process as clear, thorough, efficient, and low maintenance as possible. He's easy to reach and he's patient and informative when answering questions. Our first refinance was before interest rates dropped to their current levels and the second was after rates dropped. Ryan offered the same level of amazing service throughout both, even though I imagine his industry is slammed right now. We can't say enough good things about Ryan and we'd definitely recommend him to friends and family.
nmkloo on 2020-10-01
We had an awesome experience with Ryan from Northpointe Bank. From the first time we contacted him, he was incredible at getting back to us with answers to our many questions and keeping us informed on everything that was happening. After a less than stellar experience with refinancing thru my current bank, Ryan was a breath of fresh air with the way that he handled our refinance. Thank you for the great experience Ryan!
sobedawg on 2020-09-01
I contacted Ryan at Northpointe bank after I had several very bad experiences with other lenders. Ryan was incredibly professional helpful and made the loan process and refinance so easy I would recommend him highly to anyone looking to refinance or to get a home loan
sami762 on 2020-09-01
Randy is amazing - If I had a question I knew I'd receive a prompt response. He is great with communicating which made the whole process easier. He is very friendly, honest, and patient. I highly recommend Randy!
zuser20150416085147029 on 2017-12-01
Works so hard to answer questions and gives you the best experience you can ask for. Is not like a car salesman just trying to push a product on you.
user7813232 on 2017-05-01
As a first-time home buyer Randy and his team were really accommodating! Randy or a member of his team was always available to take my calls and answer whatever questions I had right up to and through closing!
AlyssaMcElreath on 2017-07-01
He did an amazing job! It was great working with Randy! He took the time to make sure everything was explained on a level that I could understand and was available for any extra questions!
aterkaminski on 2016-11-01
Once I knew how trustworthy Randy was, I felt much more comfortable diving into an area that I have very little experience. He kept me posted at each step and I his advise was very helpful throughout it all.
rymadd on 2016-11-01
Randy was great to work with and was always available to answer questions. He kept us informed throughout the process and worked extremely hard for us.
stephanie vandergalien on 2016-09-01
Randy is patient and kind. He made the loan process easy and enjoyable. I would recommend working with Randy. He kept us updated and was a pleasure to work with.
craditt on 2016-09-01
Randy made himself very available to help answer my questions, provide me honest answers, and respond very quickly. As a first time home buyer, he made the process clear and simple and was never anything but helpful. His team was also excellent to work with! I would highly recommend.
zuser20160221090341590 on 2016-05-06
Randy the Grondman team did a fine job helping us find the right house. It was a pleasure working with them!Randy was quick with answering any questions we had about our loan. He is very knowledgeable when it comes to a 15yr loan and a 30 yr loan. Randy was an all around great guy to get us into our first home.
justin slagter on 2016-04-02
Randy was great to work with while I was going through the buying process. He is professional, patient, responsive and readily available, I never had to wait to speak to him. He also followed up appropriately when necessary. I would highly recommend Randy to potential buyers!
trodgers5 on 2016-04-01