Your Goals. Our Commitment.

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Claude Lucas
6 years ago
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1 2016 NPS Results

Our Commitment. How likely is it that you would recommend [ Renovo Financial ] to a friend or colleague?

2 The Net Promoter Score, or NPS, measures customer experience and has become the industry standard for measuring customer loyalty. Introduced in 2003, the NPS score serves as an alternative to traditional customer satisfaction research and is calculated using a 0- scale to answer to the single question: Your Goals. Our Commitment. How likely is it that you would recommend [ Renovo Financial ] to a friend or colleague? Not at all Likely Extremely Likely Detractor Passive Promoter HOW THE NPS SCORE IS DETERMINED Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -0 (if every customer is a Detractor) to a high of 0 (if every customer is a Promoter).

3 7.4 Renovo Financial Excellent service, courteous and most of all guides you through the entire loan process. Lot less bureaucratic than the traditional mortgage bankers. The service part of the process is excellent, You really work with the client to help them stay on schedule and get them the funds when needed, Making that part of the project smooth and painless! The interest rate was too high. You guys are wonderful to work with! You are always available for questions and the process has really gone smoothly! I have already recommended you to several investors! 0 Renovo provides available financing for rehabbers and investors. I think somewhere on the cutting room floor is just about everything I could say!!! :-) Renovo provides the flexibility to conduct a rehab project with peace of mind knowing that you have funding and a team to support you along the way as the project progresses. Rates are too high and fees are not properly or clearly explained. Excellent, timely service! 35 Nike Amazon Netflix Apple Renovo Financial Porsche An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent. Source: Tesla Everyone is very pleasant to work with. Great service. Love Renovo. Everything went exactly as I was told it would. Everyone at Renovo was incredibly friendly, positive, and helpful. You guys make things easy. The service is great and the process is simplified. I have been recommending your firm to other folks in my rehab group. 3 Any assessment at this time is unfair as we ve not gone through the draw process. I m hoping that the draw process is smooth and that this process is the saves Renovo. At this time, I feel that Renovo has not helped us locate inexpensive contractors, assisted in getting a business license, or guide us in locating an attorney/other services. Initially I was not provided discounts as promised. Renovo did help us find a real estate agent, but the flat rate for the recommended agent was exorbitant. I was advised that Renovo wasn t going to hold my hand. I did expect some type of guidance as a new business owner. After all, Renovo markets themselves as your partner. Although everyone has been kind, I don t see how they are my partners. I see them as a helpful bank.

0 So far so good. I will see about rates going forward Great job on another closing!!!! The address was wrong, despite me bringing it to Renovo s attention a month prior to closing.

4 0 So far so good. I will see about rates going forward Great job on another closing!!!! The address was wrong, despite me bringing it to Renovo s attention a month prior to closing. The financial numbers at closing were all wrong. I was not provided any documentation or HUD prior to closing. I had expectations for the money to be received and that was not met. Had there been a modicum of organization prior to my arrival at closing all of these issues could have been avoided. Considering this process took as long as working with a normal bank, I m very disappointed that I paid the fees I did for a deal that wasn t what I asked for. 5% of respondents rated Renovo with a score of or. This was my 2nd deal working with Renovo. Daniel and the team have treated me professionally and have exceeded my expectations. Excellent service!! Mimi Pfest and Eric Workman made sure everything is in order to wrap up our loans without a delay. to help, answer any questions and work on this file! This is my first Two words...daniel Rosen. He s great. Fast and reliable. Prompt, friendly service. Willingness make sure I have a complete understanding of the process. Daniel, Marcus, Abbey, Carlie, and everyone else I have spoken to / worked with, have been nothing but prompt and professional. I like working with a local lender that I can talk with in person. The group at Renovo has been very easy and helpful to work with. They visit our projects and their draw system is much better than other HML s that we have worked with. This company really understands the rehab process and it s challenges. I look forward to funding more deals with Renovo Financial. Great service. Nice people. Good product. Great communication and customer service. Very knowledgeable and professional with a personal touch. Good job getting this one to the finish line. I know the PFR side of the equation is VERY happy with your dedication (and patience) with our funding partner. Thanks again! Renovo Team...thanks for helping my dad out on this property. I know my family is excited to sell for a nice profit or keep for the long-term cash flow on your landlord product. 4 Renovo team thank you for your hard north side flip and should be a very profitably one. I want to invite you guys to see this house when we finish it. Thanks again for the hard work. We cannot seem to get the closing prep done earlier. Carlie came through again in the 11th hour! Thanks so much for your help!!! Everything went pretty smoothly considering it s the first deal. I feel like I was low-balled on the appraisals. I had to bring more money to closing. Perhaps you guys can work on your appraiser screening process. It seems like your appraisers lack the vision of a rehabber and get too accustomed to numbers on paper. With that aside, I have to say Mimi was exceptional. The process of obtaining financing for our investment property has been very smooth with this company. The staff is professional, knowledgeable and very kind! The speed of response has enabled us to continue our project without delay(caused by funding that is). The only stress that we ve endured was caused by the actual project and some of the people hired for the project! Experience was great. Best lender experience ever! Very accommodating during our loan process. Superior service!!! The process was quick and smooth. Rolf, Abbey, and Marcus were great to work with and were always ready to help whenever needed! Thank you! Very easy and convenient to work with. Fast, efficient, friendly service. The customer service was good. The follow-up and deadlines were met. Braeden and Mimi kept me updated Great support. Very friendly and informative. Responds diligently on time. Great team work. Nice job guys. Quick and painless as usual. Is there a way to complete all loan documents prior to closing so I don t have to physically be there? Loans get closed quick with great service. Great service. Smooth process. Got everything done quickly. Loved it.

As a Realtor, working and corresponding with lenders daily is entire process. He was available to Excellent support for investors. commonplace in seeing my buyers loan through to the finish line.

5 As a Realtor, working and corresponding with lenders daily is entire process. He was available to Excellent support for investors. commonplace in seeing my buyers loan through to the finish line. And in a business centered around personal relationships, trust and execution are vital. Fortunately but unfortunately, I have seen it all, from the best of lenders to those who messed up the deal more than I ever thought was humanly possible. When I found myself under the gun to close, a trusted friend in Manhattan made an introduction to Daniel Rosen at Renovo Financial. Admittedly, I had my apprehensions, although they were quickly put to rest upon my first few interactions with Daniel and his entire team at Renovo. While Daniel was working his magic behind the scenes, Menia Johnson, Carlie Billmeyer and Abbey Latz were an absolute pleasure to work with, and their communication and responsiveness were second to none. To say it best, Renovo provides an exceptional level of service that you often expect, but rarely receive! They have mastered the ability to turn a stressful process into an enjoyable and seamless experience! With a long career ahead of me representing buyers and investors, and investing myself, I will look no further than Renovo Financial. And anytime my clients, colleagues and friends find themselves in the same bind that I was in, I will not think twice in highly recommending Renovo. From one of the toughest critics out there... JOB. WELL. DONE. Rolf was excellent throughout the answer questions even during nonbusiness hours. However, once the file was passed on, a lot of issues came up that I feel should have been addressed in our first couple meetings. I think a little more communication between departments will make for a smother transaction, getting everyone to the goal of the closing table a lot quicker. Your team was able to make a verbal commitment that your closings can take place in 2 weeks or less and Renovo was able to accomplish this. Working with the team has been a pleasurable experience so far. Great fast response whenever I had to make a draw or any other issue. The transaction was loaded with many difficulties, but thanks to Renovo s dedication and hard work and flexibility everything came to a happy closing.. Thank you Marcus and Joe you guys where amazing as well as the whole group at Renovo... I strongly recommend this company!!! Joe Rubinas and Carlie were and are fantastic! The Renovo team truly has awesome people supporting their customers. Your customer service and support for rehabbers like myself is top notch. Literally every person I have interacted with at Renovo has been professional, competent, and knowledgeable about the business and the niche we work in. Your team truly sets the bar. Great service. Was able to close quick. I would recommend to others; closing went well. Dates were missed; but were over-promised. Might be a little tight for comfort. is out of the park to me, and is exceeded expectations. so, I would recommend and did a good job. Some improvements hopefully for the next set. There always can be improvements. Good service but expensive... thanks! Renovo is quick and delivers. They are honest and client-service oriented. Renovo...I strongly recommend this company. Communication throughout the entire process was clear, unpressured and left me with few questions to ask at the end. The team were always friendly and courteous. The loan was issued on time, as promised! Renovo was professional and courteous and helpful. Cause you guys Rock!!! Great team! As the saying goes, you re only as good as your team! My awesome experience, thus far, was definitely a prime example of excellent teamwork! Adam, Brandon and Marcus all made the process simple and their service was insurmountable! Already looking forward to the next project! This was one of the best experiences I have had with a finance company, Eric and Marcus are at the top of their game. They were with me all the way to the end. They called me to see how things were going, invited me to ask questions, wanted to know how thing were going, and if they could assist in any way to give them a call...it was a feeling of caring which was good to know. I was in good hands all the way. I would come back to RENOVO again and again.. RENOVO should stand for Reinventing on-line mortgage experience. 5% of customer responses were rated 6 or lower. The remaining % rated Renovo a 7 or. You guys don t have to do anything different. Everything is great with you folks. Service and willingness to work with me.

6 Very nice people to work with, 3 arrangement until the end. The whole team is professional and I was completely happy with our people were professional, courteous, knowledgeable and helpful. They responded to my inquiries promptly. The funds are expensive, but it was the best deal I found. I called a few months into the loan period because I knew there was a point when I would have to begin paying more money each month, I believe it was half a point. I called because I wanted to make certain I would not miss the deadline. The person I talked to told me that the relevant date was August 23rd. So I made plans to pay off the loan by then. I was surprised to find additional fees on my closing statement when I paid off the loan on August 1th. I called to object. I received a call from one of your people, I think Remi was his name. I explained the sequence of events. He asked what I was looking for. I told him that in view of the fact I was misled by one of his people, I expect the additional fees to be removed. I ascribe no ill intent in the person s action, but he led me to believe there would be no additional fees until August 23rd. I acknowledged, and do acknowledge, that the additional fee is probably in accordance with our written agreement. But the fact is that I would have made other arrangements to pay off the loan earlier, if I had not been told there would be no additional fees until August 23rd. Your person Remi did take some of the additional fee off our settlement, but his intended compromise missed the point. Good service, easy to communicate. You guys are all good people. Thanks 6 very helpful. The closing process with Carlie and Renovo has been very smooth and easy thus far. Now that construction in underway on our property, we will see how the draw process goes! Thank you for your hard work! The only thing that kept from getting a perfect was the timing of documents. That s partly my fault for being unaware of all the different documents that were required but it seemed like I was always rushing to get something in place that should have been done earlier. Overall very satisfied. Thanks. Great exceptional service! :) Fast service, awesome staff. Deal makers, not deal breakers. Great working with Rosen,Kyle,Mimi, Abbey and Danny. I would LOVE a Line of Credit. That would be my cherry on top!!! The refinance team a great job! Seamless, fast service! I am holding out my final opinion until the transaction is fully completed. There were some surprises at closing. We shall see. Everyone is professional, friendly, happy, knowledgeable, and good communicators. The process is streamlined. The responsive. Specifically, Mimi has been great with the two loans I have completed with Renovo. I thought everything went very well. My numbers were a little off, but otherwise everything was completely smooth. Mimi was great to work with. You guys are a great organization to work with! Everyone is very pleasant Works fast and get stuff done on the funding side without an issue so we can move on to the next project quickly. Good communication, easy to work with. Helpful. The insurance requirements were over the top. Had a tough time getting insurance agencies to comply. Easy to work with and fast service. Great People. Great Service. The loan approval process was easy and fast. Renovo people I worked with so far have been efficient and helpful. Abby and Mimi are awesome. They are professional and communicate in a friendly and timely manner. Very Likely! You all were a!!!! 6 A couple of details that impact out of pocket financials were not relayed in a timely manner. My biggest concern was my out of pocket expenses and I did not find out until Monday that I needed flood insurance to close on Thursday. I was close to deciding not to move forward with the deal because I did not have $3,000 additional dollars to spend on insurance. I could have decreased the amount borrowed for rehab in order to cover the insurance costs. In any event, I worked it out and got the deal closed. A NPS score above 50 is considered excellent. Your team cannot be beat. Simply the best experience from start to finish every time. Everyone at Renovo was great to work with. The customer service was also really good. I gave you a 6 because you guys are so expensive. Also, I thought my loan amount was going to be $0,000 and the amount had to be changed to $75,000 during the process. The best rehab lender I ve ever known. Great people to work with. Very attentive to my needs and everything I need to be successful with my business. The team in place are very helpful Great service and prompt approvals.

It is early on in the process. As things develop my views may increase to or may decrease. Right now I am satisfied thus far on the overall process. Marcus is a G.

7 It is early on in the process. As things develop my views may increase to or may decrease. Right now I am satisfied thus far on the overall process. Marcus is a G. More than two thirds of Fortune 00 companies use the NPS metric. 22 S. King drive was incredibly challenging for me from a sales perspective. Renovo stood by me as I fought through it and ultimately sold it. It just felt like you guys understood what was going on and worked with me for a very long time. Thankfully that will never happen again as I have learned from it and my last two deals with you had contracts within 17 and 4 days of going on the market (which had three offers!). The people are great and program works well...if you know how to work it!!! Easy to work with and have formed a relationship. Great customer service, quick and prompt on just about everything. A lot of fees though. Great employees, great company!! 5 Obviously, I deal with a lot of different lenders and I MUST say that I am soooo IMPRESSED with this company! The STAFF has EXCELLENT customer service which is extremely important to me but the knowledge, the efficiency and so far, the skill that I ve observed with Renovo, has me amazed! I hope the remainder of this loan period will be just as wonderful as the process of obtaining the loan! I plan to be a long term customer and to refer as many clients as I can!!! THANK YOU RENOVO FINANCIAL! Great communication! Will use them again! Thank you Guys... Seamless and painless. Great company - very attentive - easy to work with - efficient. Quick, easy and professional service. Jose was wonderful to work with! He made the process smooth and was very quick with responses to any questions. We need to get better. Renovo has financial solutions for investors that might not be found elsewhere. Great service. Quick response. Would be except costs are high although know that is the price for the benefits of Renovo. Great job guys. I would warrant a /. Everyone was great. No complaints. I can t stress Renovo s emphasis on customer service enough. From inception until closing, someone was ALWAYS there to answer questions and facilitate my success. Big thanks to Daniel, Kyle, Remi, Mimi, and Danny! Working with Kyle is great. He is always available, on time, very professional, quick to get in and turn everything around. Dan Cowin is also a rock star. The quickness in response, very detailed and you can count on him when something is needed. Lou Holtz once said: Ability is what you re capable of doing... Motivation determines what you do... Attitude determines how well you do it!!!! This all starts in the core of Renovo to insure they help developers be a major success. You guys were great from start to finish it s been a pleasure working with you guys and I look forward to working with you guys in the future. Very pleased with the time frame Renovo made our deal go through. This was our first experience using Renovo or any Cash lender, so there were a few hiccups along the way, which I think should be averted next time. Very easy to work with... Staff is super helpful, fast and friendly. 7 5 Very Likely to Recommend I am a REALTOR but also a client. This is my first deal,not sure yet. Everything was smooth and the entire team was a pleasure to work with during the entire process! The service from the entire team is outstanding. The reason why I did not give you guys a is because of how expensive Renovo is. Has nothing to do with the team, everyone there does a great job! It is great to get an investor started, however the fees are quite steep. I love the effort by my origination team, but I m looking forward to reducing some of the fees my team pays. The whole team is amazing from start to finish. From Dan to Abbey to Mimi to Underwriting to document prep to funding (Anne). Even after closing, Kyle is amazing in meeting me at the properties ASAP for draws. I can count on Kyle in short time notice and being there. Funding is sent no problem after Kyle. I will choose Renovo over a standard bank anytime because how quick and easy they make my life. Tony Robbins once said The path to success is to take massive, determined action. And with Renovo as my Dream Team, I can do just that without thinking twice. Thanks Renovo Great service and relationship, but loan is expensive... thanks.

A big. There is no more professional, no more abundant thinking, no more talented, no more joyous group of financial geniuses than Renovo. I am a forever fan. Very easy to work with.

Daniel is amazing in getting deals done without an issue. Customer service flawless. Forever a repeat client... Renovo gets my vision board!

8 A big. There is no more professional, no more abundant thinking, no more talented, no more joyous group of financial geniuses than Renovo. I am a forever fan. Very easy to work with. Communication was excellent through the loan process. Communication was excellent through the loan process. Amazing company to do business. Abbey,Mimi on their A game. Daniel is amazing in getting deals done without an issue. Customer service flawless. Forever a repeat client... Renovo gets my vision board!!!!!!! The attention, professionalism, and the pleasantness of the entire process is second to none. This is my second deal with Renovo and definitely not my last. Everyone was prompt, professional and very friendly. They definitely went the extra mile to make the deal happen under an extremely tight deadline. Our customer responses shape Renovo s commitment to creating and delivering the best customer experience possible. INSIGHT Very pleasant experience. Thx Great fast service. Great to work with fund fast and do what they say great people to work with. Daniel, Abbey, and Cody were extremely easy to work with. It was also very clear how important to them it was that I felt I was being treated with the highest level of service. I am very impressed with the level of customer service I received and look forward to doing business in the future Everyone was so helpful and just a delight to work with. The process was effortless. I ve bought and sold a lot of properties but this deal was by far the easiest. Renovo can get all my business. He was readily available and very knowledgeable. Closing and underwriting process were quick and smooth. All staff involved were very helpful and friendly. IMPROVEMENT ACTION Pleasant to deal with and quick on loan decisions as well as processing. Mimi is the greatest in my opinion! REVIEW Easy to work with. Efficient.

9 Renovo Financial is first and foremost a customer service company. Our success or failure is directly aligned with how our real estate investor clients, strategic partners, and employees realize their goals. We believe in meeting with clients face-to-face, taking the time to understand their individual business and personal goals and committing Renovo s capital, strategy, and talent towards their achievement. Your goals. Our commitment Kevin Werner, CEO

Your Goals. Our Commitment.

2017 NPS Results Your Goals. Our Commitment. The Net Promoter Score, or NPS, measures customer experience and has become the industry standard for measuring customer loyalty. Introduced in 2003, the NPS