Complaints

This profile includes complaints for Valon Mortgage Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valon Mortgage Inc

  Phoenix, AZ 85044-6464

  
• 

  Valon Mortgage Co

  9450 SW Gemini Dr PMB 28754 Beaverton, OR 97008-7105

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had water damage from a leak in the kitchen. I filed a claim with the insurance company and had the floors replaced. The check from the insurance company was in both my and Valon Mortgage's name. I followed Valon's instructions to send them the check. They said they would sign it and direct deposit it in my bank account right away.. Check was received by Valon on March 6, 2025 according to **** express mail. I have completed and signed everything they required prior to them receiving the check. It is march 19, ********************************************** the amount of $11,263.21 I already paid for the floor to be replaced and work was completed March ******. I just want MY money! This is not Valon's to keep. My mortgage is a fraction of what my house is worth. It is not legal for Valon to hold on to this money. Reference ID ******. I have a loan number but not sure if I can post it here.

• Initial Complaint

  Date:05/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice of delinquent taxes by **** on May 18, 2024. I could not understand when the mortgage has an escrow. I called Valon on Monday, May 20, 2024 at 8:23 am and was told the issue should be resolved in 1-3 business days but probably sooner. I called back on Thursday, May 23, 2024 at 9:42 am. During this call, I was asked for a copy of the notice but was advised that was not needed since the representative could pull up the information online. He said I had an open ticket and should be resolved within the next 1-5 business days. I called Friday, May 31, 2024 because another 20% penalty would be added the next day. The representative told me they had reached out to the tax office and I had an open ticket. I "reached out" to the tax office and was advised half the taxes were paid and $2,780.78 because of penalties was now owed. I went to the tax office and paid to avoid further penalties. I am now requesting a credit to my account of $2,780.78 and really, I should receive another $319.90 because had Valon done their job, I would not be paying penalties and interest and missing time from work to do their job. So really more is owed, but that is all I am asking for because I cannot get time back.

  

  Business Response

  Date: 06/27/2024

  Dear *********************************, 

  We appreciate your patience during our review of your concerns, and we would like to provide you with a detailed explanation of our findings. 

  Please see our findings below: 

  When the servicing of your loan was transferred to Valon Mortgage in October 2023, the tax parcel information was set up in our servicing system, which included only parcel ***** but not *****-1. When the tax bill became due in November 2023, we sent a payment from your escrow account of $2,907.48 to Rockwall Central Appraisal District (CAD) for parcel *****. The Valon Mortgage tax team did not receive a delinquent tax bill and was under the impression that the taxes were paid for your property. 

  Thank you for bringing to our attention that the additional parcel, *****-1, associated with your property had not been paid. We apologize for the delay in responding to your initial request. 

  On May 29, 2024, you called us after speaking with the county, and they advised that there were two parcels associated with your property, which included one for yourself and one for **** and ***************************. On June 13, 2024, Rockwall CAD confirmed for Valon Mortgage that there are 

  two parcels: ***** and *****-1. The tax department has added the additional parcel to your account to rectify this for future tax payments. Valon Mortgage will now run an escrow analysis to update the escrow account. Due to parcel ***** being listed as confidential with Rockwall CAD, the county was unable to provide any information regarding that parcel. If you have information that shows that someone else is paying for the ***** parcel or that parcel is not included in the mortgage, please provide that to us so your monthly payment can be adjusted. 

  Valon Mortgage will reimburse you for the penalties you paid in the amount of $319.90. That is being processed. 

  Valon Mortgage, **** 

  NMLS ID: ******* | valon.com

  *************** 

  ********************************** 

  ******************* A-150 

  *******, AZ 85044 

  Should you have any questions or concerns, please write back, email us at ************************************ or call us at ************. 

  Sincerely, 

  Valon Mortgage, ****

  
  

  
  

  Customer Answer

  Date: 06/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Valon mortgage purchased two insurances (hazard insurance and lender's insurance) on behalf of me without notifying me and they DID NOT send any information or reflect the charge in any places. I believe they did this to a lot of victims like me and it could be a class case.I called them 3 three times to resolve it and they didn't respond.

  

  Business Response

  Date: 09/20/2022

  Hello, 

  
  Thank you for your patience while we investigated your complaint. We appreciate your transparent feedback about the issues you faced with us. We take these concerns very seriously. 

  
  We identified the root cause of this issue was due to inaccurate information provided to us during the transfer of your loan. We also acknowledged that we had an opportunity to provide you with a better experience after reviewing the internal procedures used during this experience. The feedback that you provided along with the investigation of this review will ensure that you and other homeowners do not have this experience in the future.
  

  To confirm, you were not charged by us for lender-placed insurance and we provided a cancellation notice regarding this policy on 09/17/22. We also found that the previous servicer did charge you for lender-placed insurance. We have requested a refund of this charge  with the proof of the insurance that you provided us. We will provide you with an update once we receive their response. 
  

  Thanks again for your transparent feedback! We will be in touch soon regarding an update from our conversation with the previous servicer.
  

  Please let us know if you have any questions.   
  
  
  

  
  

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage was moved to Valon a few months ago, in the last two months I've been receiving letters that I do not have the right insurance on my property required for the mortgage, I've had a mortgage for 8 years with this property with a master insurance policy that covers everything "all-in" for the building without issues. I followed the instructions provided TWICE and and submitted my insurance policy documents to Valon, they did not sen any confirmation when I did so. I even sent them an email, with it as an attachment. In the last week, I get a letter saying they purchased insurance on my behalf and are charging me over $3000 a year for this service. I have tried multiple times to call them, use the number they provided but can not contact a single person in their insurance servicing center to resolve this issue. The number leads to dead ends, it either hangs up on me, or puts me on a never ending hold as it "looks up my loan". I know Valon has their own insurance company and this feels like a complete an utter scam to me. I am stuck in this situation and have no idea how to get a resolution here. I'm using all means to get in touch with them but can not speak to a human being or get any response from them.

  

  Business Response

  Date: 08/26/2022

  Hello, 

  
  Thank you for your patience while we investigated your complaint. We appreciate the transparency about the issues you faced with us and apologize for the experience that youve encountered thus far. We take these concerns very seriously. 
  After reviewing the insurance information that we had on file, we identified an opportunity we made with the procedures we took in handling that situation. This investigation will aid us in ensuring that we provide homeowners like yourself, with a much better experience moving forward. 

  
  We can confirm that we will be canceling your lender-placed insurance with the certificate of insurance that you provided us in your email this past Friday. 

  
  We apologize that you have not been able to successfully contact us. Our customer support phone number is **************** and our customer support email address is ********************************** if you prefer to communicate via email. Were available Monday through Friday from 9 am - 8 pm EST. 

  
  We sincerely apologize for this experience. If you have any questions regarding the information provided in this letter, please reach out to us, were happy to assist.
  

  
  

• Initial Complaint

  Date:05/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of May 1st, 2022, we have to ask Valon Mortgage to use the money we have i escrow and pay the insurance for our home. I believe they may be insolvent and not sure why they are not paying this, our insurance has been placed as lapsed and this is hurricane season. This company lies about everything and no chack has been sent so we had to pay the cost of our policy our selves even though they have taken the money each money and placed it in escrow.

  

  Business Response

  Date: 06/02/2022

  Hello *****************************, 

  Thank you for your patience while we investigated your complaint. We appreciate you contacting Valon and being transparent about the issues you faced with us. We take these concerns very seriously.
  

  Please see our findings below:
  

  On 05/16/22, *************************** called in to our client experience team to get the status of the overnight payment request from 05/10/22. She was transferred to the insurance department for the information. There, she was advised that an escalated request for updated payment information would be submitted to the accounting department. It was agreed that more time would need to be given for the insurance company to receive the mailed payment. 
  

  On 05/18/22, an insurance team member confirmed for the accounting team that the request to make a payment for the ******** policy was approved. 
  

  On 05/20/22, it was determined that the payment was not handled per the expectations of our standard operating procedures, and the insurance team followed up with the accounting team clarifying the approval and asking that the payment be expedited. As a result, payment for the insurance policy was issued and was delivered on 06/01/22.
  

  Valon learned that you paid the policy premium and that additional fees were incurred by this payment being overnighted when this complaint was received. Valon will reimburse those fees via check.
  

  Becoming aware of the communication gap allowed for Valon to find a solution for our you while addressing and fixing the underlying existential issue resulting in the complaint. We are focused on championing homeownership here at Valon; part of that mission means we care deeply about the homeowner experience. We are grateful for the opportunity to improve our process and systems to mitigate situations like this from occurring moving forward, we are sincerely apologetic for the issue occurring in the first place. If any additional questions or concerns arise, we are ready and eager to assist.