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American Pacific Mortgage dba Petaluma Home Loans

Diamond Certified Company Report

American Pacific Mortgage dba Petaluma Home Loans

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 125 VERIFIED CUSTOMERS i

John B.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

1 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was so awesome. Mary did a great job and I am totally 100% satisfied with everything, the speed, and everything else. It was totally good.

It was fast, everything Mary said was true, it was awesome all the way around. It takes time and I wasn't in a hurry, everything was awesome. Mary Brusco is awesome and I give her referrals.

Jennifer O.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

2 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are always there to answer all my questions in a timely manner and made me feel like a priority. I would go with Petaluma Home Loans any time.

I liked working with Ken McCoy, he was very good. He worked with us for a couple years beforehand and when it was time to buy a house, we went with him and I felt he did a very good job. It was good from A to Z, and they even got my windows washed for me.

Linda T.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

3 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them. They did a very efficient job for us and in a very timely manner.

Things were done in a timely manner. The paperwork was done when they said it would be done, and we received the interest rate they said they would get for us. They were very good with communications, if they needed something they didn't wait until the last minute to ask, and it was done very professionally. I was pleased with the whole service.

Read All 125 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Ken McCoy, Manager

A merican Pacific Mortgage dba Petaluma Home Loans #1850 helps clients get conventional, FHA and VA loans for all types of residential properties throughout the North Bay. The company’s primary focus is handling every phase of the mortgage loan process for first-time homebuyers, but it’s also qualified to help current homeowners refinance or modify their mortgages.

Branch Manager Ken McCoy (licensed by the Department of Business Oversight Under the California Residential Mortgage Lending Act NMLS ID: 218630) says Petaluma Home Loans’ honest approach to the mortgage process has allowed the company to develop a loyal clientele base. “We provide each client with personalized attention and build a relationship based on trust and confidence, which really sets us apart. Dealing with home loans can be stressful, but our clients know we’ll be there for them whenever they need us.”

Petaluma Home Loans requires continual training for its mortgage professionals so they can stay up-to-date on industry changes and help clients determine the many options for their specific situations. “Unlike banks, we’re in touch with our clients’ files every step of the way, so we make sure we’re knowledgeable about each aspect,” says Mr. McCoy.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON American Pacific Mortgage dba Petaluma Home Loans

COMPANY CONTACT
Locations

Greater Bay Area

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SERVICES PERFORMED

Residential Mortgages
FHA, VA & Conventional Loans
Mortgage Refinancing & Modifications
Reverse Mortgages
Construction Loans

DIAMOND CERTIFIED RESEARCHED ARTICLES ON American Pacific Mortgage dba Petaluma Home Loans

A look at Petaluma Home Loans’ office

Company Profile

A merican Pacific Mortgage dba Petaluma Home Loans #1850 helps clients get conventional, FHA and VA loans for all types of residential properties throughout the North Bay. The company’s primary focus is handling every phase of the mortgage loan process for first-time homebuyers, but it’s also qualified to help current homeowners refinance or modify their mortgages.

Branch Manager Ken McCoy (licensed by the Department of Business Oversight Under the California Residential Mortgage Lending Act NMLS ID: 218630) says Petaluma Home Loans’ honest approach to the mortgage process has allowed the company to develop a loyal clientele base. “We provide each client with personalized attention and build a relationship based on trust and confidence, which really sets us apart. Dealing with home loans can be stressful, but our clients know we’ll be there for them whenever they need us.”

Petaluma Home Loans requires continual training for its mortgage professionals so they can stay up-to-date on industry changes and help clients determine the many options for their specific situations. “Unlike banks, we’re in touch with our clients’ files every step of the way, so we make sure we’re knowledgeable about each aspect,” says Mr. McCoy.

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Company Philosophy

“Our goal is to make clients for life, so we always do more than what’s expected of us, from getting them loans for their particular needs to providing them with weekend and evening appointments. Our dedication to serving our clients’ interests is apparent in everything we do.”

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for mortgage brokers that have earned the prestigious Diamond Certified award. For American Pacific Mortgage dba Petaluma Home Loans, the most effective way to keep clients satisfied is to put their needs at the forefront of everything it does. “We do more for our clients than they’re expecting,” affirms Manager Ken McCoy. “For example, we work on their schedules, not ours, so they know they can contact us any time they need us. We understand getting a loan and buying a home can be stressful, so we do everything we can to ease the process for our clients.”

Petaluma Home Loans has been helping clients get conventional, FHA and VA loans for residential properties throughout the North Bay since 1996. The company primarily focuses on handling every phase of the mortgage loan process for first-time homebuyers, but it also has the in-house capabilities to help current homeowners modify or refinance their mortgages.

Unlike mortgage brokers that don’t have the experience to deal with unique situations and unexpected issues, Petaluma Home Loans utilizes its wide-ranging expertise to help its clients get the best possible results, regardless of how challenging their situations are. “Every loan is a new challenge, and that keeps us excited about doing the best job we can do,” says Mr. McCoy. “It’s very rewarding to make a difference in someone’s life and help them get into their first house. That’s what we’re here to do, and that’s what keeps us coming back.”

Another distinguishing attribute of Petaluma Home Loans is its dedication to communicating with clients throughout every step of the loan process, which Mr. McCoy says differentiates the company from big banks and larger firms. “We stay in touch every step of the way, and we’ll even go to a client’s home to take their loan application if they can’t come to us. We also take care of people who have problems qualifying for loans. Many companies won’t bother working with these types of clients, but we help them figure out how they can improve their credit and give them different options for qualifying, which they really appreciate.”

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Industry Info

Choose a mortgage lender based on fair comparisons, not surface numbers.

Every borrower wants the best rates, so it’s common for people who are in the market for new homes to shop around for low mortgage rates. However, many don’t realize they can make fair comparisons based solely on annual percentage rates (APR). “In order to get accurate information, you have to compare actual interest rates, lock terms and closing costs,” explains Ken McCoy, manager of American Pacific Mortgage dba Petaluma Home Loans in Petaluma. “Not only that, you have to compare them within one hour of each other.”

Why is it important to compare all of those factors within such a short time frame? “Everybody in this industry gets their rates from the same place, so the difference you see is the markup companies charge for their services,” explains Mr. McCoy. “That means you could be paying drastically different rates for your mortgage, with customer service being the only variable.”

Knowing that base rates are all the same, how can you fairly evaluate mortgage lenders and find one that deserves your business? Mr. McCoy recommends looking into how long companies have served their communities and asking a few questions. Are they local? Are they a pillar in the community? Do they care if something happens to your loan? “When you’re dealing with lenders online or over the phone, the likelihood of getting a great deal is pretty slim,” warns Mr. McCoy. “If they don’t do right by you or you get trapped in an unfair loan, you have no recourse.”

Instead, Mr. McCoy suggests finding a local lender you can meet in person. He says you’ll want to verify that the company has good customer service ratings and a renowned presence in its community. “Those are the people you can trust. They’re much more likely to take good care of you because they have a reputation to uphold.”

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Frequently Asked Questions
Q: What are the current interest rates?
A: “Interest rates are determined by three factors: your credit score, your loan-to-value ratio (what you have outstanding in loans compared to the value of the property or the size of the loan) and the purpose of your loan (whether you’re making a purchase, refinancing or getting a cash-out refinance). Any of those factors can change your interest rate by as much as 1.5 percent. We’ll help you sort out the details of your situation and determine your personal interest rate.”
Q: What type of loan can I qualify for?
A: “That depends on your goals and financial history. Once we know the details of your case, we can determine the amount you qualify for.”
Q: How long does it take to get preapproved for a loan?
A: “Once we have all of your information, it usually takes 24 to 48 hours to get preapproved.”
Q: How long will my preapproval status last?
A: “As long as your credit scores and income stay the same, your approval will be good as long as you want it.”
Q: Should I call you before or after I talk to a real estate agent?
A: “Either way. If you don’t have an agent yet, we can refer you to a few good agents in the area. We have a good reputation in our community, so a lot of people come to us as referrals from real estate agents.”
 
Q: Will you protect my privacy?
A: “Yes, we treat all of our clients’ private information as confidential. Every transaction stays strictly between the two parties. Our commitment to privacy makes a big difference to a lot of our clients, and it’s the reason many choose to deal with us.”
Q: How much are closing costs?
A: “Your closing costs will depend on the type of loan you have and the county you’re purchasing in. With closing costs, you have a few options: pay for all of them, pay for part of them, or take a higher interest rate and use lender credit to pay for some or all of the closing costs. We’ll walk you through your options and help you make the right choice for your situation.”
Q: Should I get into the market now or wait and save more money?
A: “It depends on your situation. However, we always tell our clients that they won’t be able to save fast enough to keep up with the economy. There’s also no guarantee that interest rates will be this low when you decide to purchase. Even a half-percent interest rate can make it hard for first-time homebuyers to qualify for loans.”
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SELECTED PHOTOS FROM American Pacific Mortgage dba Petaluma Home Loans

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Ken McCoy

Expert CONTRIBUTOR PROFILE

Ken McCoy: An Unexpected Investment

By James Florence, Diamond Certified Resource Reporter

PETALUMA — When Ken McCoy bought his first house, he knew he was making a smart financial investment, but he never thought he’d also end up with a new professional livelihood. “In my prior career, I sold furniture,” he explains. “It was during this time that I bought my first house. After the purchase was finalized, the loan officer I was working with told me that if I ever got tired of selling furniture, I should come work for him. I guess he saw something in me.” Six months later, feeling a growing sense of dissatisfaction with his work, Ken remembered the offer and made a call. “I contacted the loan officer and asked if his offer still stood. He said it did, so I got my real estate license and went to work for him. I’ve been doing home loans ever since.”

Today, as manager of Petaluma Home Loans, Ken says he enjoys the varied and challenging nature of his profession. “Every loan is a puzzle and no two loans are the same, so it’s a continual challenge to assemble things in a way that meets both the underwriting guidelines and the borrower’s needs. In some cases, I have to think outside the box in order to make things work, but those kinds of challenges keep the job interesting.”

A resident of Petaluma (where he lives with his wife, Cheryl), Ken expresses his appreciation for the city’s close-knit character. “There are more than 60,000 people living in Petaluma, but it’s still a small town where everybody knows everybody, so it’s a really neat dynamic.”

Outside of work, Ken engages in a variety of active pastimes, from RVing to sports. “I’m the wagon master of a local RV group that does monthly weekend trips to places like Reno, Fort Bragg and Monterey,” he explains. “I also play soccer in a local men’s league, as well as handball and golf.” Additionally, Ken enjoys spending time with his family (including his three sons, Chris, Nicholas and Brandon) and volunteering with his local Rotary Club. “I’ve been in the Rotary Club of Rohnert Park-Cotati for 28 years. I’m actually an advisor to the Rancho Cotate High School Interact Club, which is like a Junior Rotary Club.”

In regard to his professional career, Ken espouses the importance of integrity. “It all comes down to treating people right and doing the right thing, even if it doesn’t always benefit your personal interests,” he says. “If I make a commitment to a client and something doesn’t go right on my end, I pay for that out of my own pocket. At the end of the day, keeping my commitments is a far higher priority than making a profit.”

When asked the first thing he’d do if he were to retire tomorrow, Ken says he’d split his time between volunteering and travel. “I’m not the kind of person who likes to sit still, so I’d definitely continue to be active in the Rotary Club. I’d also travel more—in fact, I’d love to take my RV around the United States and see some areas of the country I haven’t yet visited.”

Ask Me Anything!

Q: If you could travel anywhere in the world, where would you go?
A: It’s a tie between Scotland and New Zealand.

Q: What’s your favorite sports team?
A: The San Francisco Giants.

Q: What were you most known for in high school?
A: I played trumpet in the band.

Q: What’s your favorite local restaurant?
A: 630 Park Steakhouse in Rohnert Park.

Q: Do you collect anything?
A: I collect pin flags from different golf courses I’ve played at. I must have 40 or 50 pin flags on my office wall.

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Expert articles
  • The Complex Truth about Interest Rates

    PETALUMA — In the past, if you wanted to know the current interest rate for a home loan, you could simply ask a mortgage professional and get a direct answer. Today, however, interest rates aren’t as simple as they once were. For one thing, they fluctuate often—sometimes on a daily basis. This is because interest rates are based on what the bond market is doing, and since bonds are traded just like stocks, the rates are consequently subject to continuous change.

    In addition to these large-scale fluctuations, there are more specific factors that go into determining the interest rate that you, as an individual, will pay. First, what kind of transaction are you doing? Is it a purchase, a rate-and-term refinance or a cash-out refinance? Are you doing a conventional, FHA or VA loan? There are different interest rates that come with each of these.

    Furthermore, the interest rate you will pay is partially based on your personal qualifications. This includes your credit score and loan-to-value (LTV) ratio, which is the ratio between your loan amount and the value of the property you’re purchasing or refinancing (as well as the purpose of your loan). Because of all the various factors at play here, even if you have the same loan amount as another individual, you won’t necessarily pay the same interest rate.

    To make sure you’re getting the right interest rate, be sure to call around to different loan agencies and compare apples to apples. Also, it’s important to find an experienced mortgage professional—preferably one who solely does loans for a living. With their deep, up-to-date knowledge, a mortgage professional can help you navigate the loan process with confidence and accuracy.

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Expert video tip
  • Video: A Good Time to Reassess Your Mortgage

    Complete Video Transcription:

    PETALUMA — Host, Sarah Rutan: If you’ve had a recent life change such as retirement or the birth of a child, it’s a good time to reassess your mortgage situation. Today we’re in Petaluma with Diamond Certified Expert Contributor Ken McCoy of Petaluma Home Loans to learn more.

    Diamond Certified Expert Contributor, Ken McCoy: The tip for today is about life changes. It’s always a good idea to review your mortgage scenario when you have life changes. And those life changes are things such as a child moving in or out of your house, a new addition to the house or a new baby, going into retirement. All of those things can have an effect on what your housing expense is, whether you need cash out or not, what your future growth needs are gonna be, and those — when people go into those scenarios, then don’t think about what qualifying guidelines there are to be able to go out and do a new loan.

    And from a lending standpoint, it’s very important, or very critical for the borrower to have some consistent income. Not have gaps in their employment. And if we could sit down with a borrower prior to them making that life change, we can help guide them as to what the best way is so that they get what they want out of the scenario.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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American Pacific Mortgage dba Petaluma Home Loans WEBSITE AND EXTERNAL FEED
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Diamond Certified RATINGS ON American Pacific Mortgage dba Petaluma Home Loans
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 125 VERIFIED CUSTOMERS i
American Pacific Mortgage dba Petaluma Home Loans : Average 9.4 out of 10 based on 125 unique customer surveys of customer satisfaction.

John B.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

1 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was so awesome. Mary did a great job and I am totally 100% satisfied with everything, the speed, and everything else. It was totally good.

It was fast, everything Mary said was true, it was awesome all the way around. It takes time and I wasn't in a hurry, everything was awesome. Mary Brusco is awesome and I give her referrals.

Jennifer O.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

2 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are always there to answer all my questions in a timely manner and made me feel like a priority. I would go with Petaluma Home Loans any time.

I liked working with Ken McCoy, he was very good. He worked with us for a couple years beforehand and when it was time to buy a house, we went with him and I felt he did a very good job. It was good from A to Z, and they even got my windows washed for me.

Linda T.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

3 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them. They did a very efficient job for us and in a very timely manner.

Things were done in a timely manner. The paperwork was done when they said it would be done, and we received the interest rate they said they would get for us. They were very good with communications, if they needed something they didn't wait until the last minute to ask, and it was done very professionally. I was pleased with the whole service.

Cheryl M.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

4 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very knowledgeable, easy to work with, and great customer service

Communication

Ryan M.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

5 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I don't know.

They were able to follow up and get all of my paperwork in order, and they worked with me.

Michele N.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

6 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

Easy to work with and very accommodating

Accommodating, I guess

Nicole P.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

7 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are great for first-time home buyers.

They do a great job for their customers.

Angela R.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

8 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They make it as simple as possible for you. They were great.

Steve Mason, he was just very accommodating, and he helped me work through it, which determined what I needed.

Juan S.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

9 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

Michael, the representative I worked with, was helpful, knowledgeable, and answered any questions that I had.

Very easy to work with and very straightforward. They made the process very simple.

Cindy S.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

10 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would tell a friend to call them and certainly give them a shot. There is no guarantee that they would get the greatest rate, but put them on their short-list to call.

There was great personal service, and they offered to come to my office to pick up some things that they needed for the lending package. They explained things well. I got to know the people who work there.

Joshua S.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

11 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

It is a good place to get a mortgage.

They were easy to work with.

Laurel S.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

12 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

He was very helpful, and he answered all of my questions, no matter what time of the day. He was always looking out for my best interests.

It is right around the corner from where I live.

Jesse U.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

13 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

It's a great place to explore different types of loan possibilities.

I guess that they are probably always on top of the ball. My agent was up at 6:00 AM if I needed to talk to him until 9:00 or 10:00 PM. He has also talked to my clients until midnight.

Catherine V.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

14 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

That it was positive and trustworthy

Ken was great and really good at following up and keeping us on track to get things done on time.

John W.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

15 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have referred them to other people.

It was simple. They were prepared, and they did their job. It was in and out.

Marco A.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

16 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very professional,and they are always willing to help you.

Their interest rates

Elizabeth B.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

17 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very responsive, they do a great job, and they are very efficient.

That I don't have to worry about it, as they take care of everything.

Matthew B.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

18 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are a company of great integrity, and they are very smart people. I have done a lot of business with them over the years.

They are very articulate about the scope and the details of your transaction, and they give you clarity, so there are no surprises.

Joshua C.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

19 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them.

They got the job done.

Jason C.

VERIFIED American Pacific Mortgage dba Petaluma Home Loans CUSTOMER

20 of 125

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have very good communication, and they closed everything very quickly. There was very little effort on my side, which was great.

I guess the quality of service

Read All 125 Survey Responses at Ratings View