OpinionIndustry News

Mortgage borrower’s Bill of Rights

Guest perspective: Consumers and ethical lenders suffer from lack of transparency

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Editor's note: Mike Dodge, general manager of the Home and Real Estate Division at Internet Brands, wrote the following perspective in response to recent calls for consumer bills of rights in the real estate industry. In February, hundreds of JetBlue passengers got stuck on a plane for hours during a snowstorm. The resulting public outcry was a sign that Americans are growing increasingly frustrated with the often-ambiguous customer service policies of big companies in major industries. JetBlue's subsequent decision to create a Customer Bill of Rights rekindled the debate over whether big industries should publish open standards spelling out business practices in plain language. Many organizations -- particularly those in high-profile industries such as insurance and auto sales -- have since taken steps to create their own versions of a customer bill of rights to increase transparency. There's no doubt the idea is spreading; in fact, two proposals have recently appeared in Inman News: ...