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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
My mortgage was sold from Loancare to Nova Home Loans. After the sale I received a notice of homeowners insurance cancellation. Nova Home Loans had failed to pay this out of escrow. I called Nova Home Loans and they agreed to overnight a payment on 03/15/2022. The insurance, Progressive, has no record of this check and I was forced to pay a second time to ensure it would not be cancelled. nova Home Loans still can not provide me with a check tracking number to Progressive or if it was cashed. I’ve been asking for 3 weeks now as I’m waiting for the insurance to receive it so they can send my personal payment back. Someone is trying to help at Nova Home Loans and getting no where, it shouldn’t be hard to see if a check was cashed and if not send a new one to the insurance.
Business response
04/15/2022
We do regret that Mrs. ******* found her experience with NOVA Home Loans to be dissatisfactory. At NOVA Home Loans, our Core Values are to provide the communities we serve with the best combination of rate, service, and fees, and we take great pride in these core values.
In hopes of providing great service, we investigated further with ServiceMac, LLC (NMLS ID 1687766), the loan subservicer, and the following information was provided.
Insurance Disbursement:
Your loan was service transferred from Nova Financial & Investments Corporation DBA Nova Home Loans sub-serviced by LoanCare, LLC (NMLS ID 2916) to Nova Home Loans sub-serviced by ServiceMac, LLC (ServiceMac) on March 1, 2022. The insurance was scheduled to renew on February 23, 2022; however, LoanCare did not disburse the insurance premium prior to the service transfer. When ServiceMac took over the sub-servicing of your loan, the insurance premium reflected a renewal date of February 23, 2023, therefore, the policy was not paid.
Our records have been updated to indicate that the policy on file with American Strategic is good through February 23, 2023. We have sent the insurance premium in the amount of $684.00 to American Strategic Insurance on April 4, 2022, via FedEx overnight. The tracking number (7764 7872 9537) confirms that this was received and signed for by your insurance company on April 5, 2022.
Furthermore, Mrs. ******* was contacted directly by phone on April 14, 2022, by Amanda Bowman from Service Mac who explained in detail the situation and provided the information necessary for Mrs. *******’ satisfaction with this situation and answered all her questions. In the end, Mrs. ******* was satisfied with the responses and explanation received from our Team.Customer response
04/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16985195, 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,
**** *******
04.18.2022yes, Nova home loans did send the payment however they were supposed to and assured me that it would be overnighted on 03.15.2022 and they did not mail to 04.04.2022. This caused me to have to pay on 03.20 to avoid cancellation. Their tardiness was not mentioned nor was me paying out of pocket for something they said they would do on 03.14.2022. I am still waiting for the refund check from the insurance as I paid the same amount on 3.20 as their check weeks later on 04.04. Thanks.
Initial Complaint
03/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Nova Homa Loans recently became the new servicer of my home loan. In the original email communication that they were going to be my new loan servicer, they stated they have a mobile app. After setting up my online account, and struggling to connect with a human customer service rep, they say they don't have a mobile app. Also, Nova Home Loan's subservice, ServiceMac LLC, has an account that looks deceptively like Nova Home Loans. So I don't know if I created my account with the correct company. It seemed deceptive and purposefully unclear. I would like someone from Nova Home Loans to call me to discuss the structure and process, as the customer service representative was woefully unknowledgeable and unhelpful. I don't even know which company the customer service representative worked for. I am concerned that Nova Homa Loans is being deceptive with their business practices.Business response
03/15/2022
We do regret that Mr. ****** found his experience with NOVA Home Loans to be dissatisfactory and the use of our online services confusing. At NOVA Home Loans, our Core Values are to provide the communities we serve with the best combination of rate, service, and fees, and we take great pride in these core values.
In hopes of providing great service, our Director of Loan Servicing has directly contacted Mr. ****** and explained the servicing transfer process from LoanCare, LLC (NMLS ID 2916) to ServiceMac, LLC (NMLS ID 1687766) in great detail. Furthermore, he also explained the servicer/sub-servicer relationship. During this call, our Director of Loan Servicing guided him to the exact online location to access his loan, which he did while they were on the phone. In the end, Mr. ****** was very satisfied with the responses and explanation received from our Team.Customer response
03/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16885045, 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.In the business response, they stated that I was "very satisfied." That is an overstatement. I consider the issue resolved, but I wouldn't claim that I am "very satisfied."
Regards,
****** ******
Initial Complaint
03/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
My daughter and myself bought a home in Boulder in March of 2020. In preparation as we were looking for homes, I filled out an online application to get approved for a mortgage and *** ****** from Nova Home Loans contacted me. I was able to get approved and then we found home to buy. This home was in need of repairs in order to get it in a livable state. When we closed on the home *** ****** (who is senior loan officer in his 60's) highly recommended **** Renovations to do the work and said that the owner and his company did a lot of work for him on his multiple houses that he has bought and sold in Boulder. I then met with **** **** the owner who's in his 70's and explained to him what I would like done in the home to get it into a livable condition for my daughter who was renting at that time and our lease was coming to an end in May of 2020.We hired **** Renovations on *** ****** recommendation believing he was a legitimate contractor and company. We we are now in a legal dispute with **** Renovations who we never signed a contract with. (He has put a mechanics lien on our home and is trying to foreclose) He has fraudulently double billed us on multiple occasions and did not pull the required permits as required by Boulder County for General Contractors. We have since come to find out **** Renovations is unlicensed and his company's records have not been in good standing with the state since 2015. This also means that **** Renovations is uninsured and the work he did in our home that required permits has caused us serious harm longterm as unlicensed and non permitted work leaves our home unsellable. (One example: an egress window was installed without a licensed engineers approval nor permit pulled) We have a serious situation and we are seeking legal action against *** ****** and Nova Home Loans as a result of what has happened to us.Business response
03/17/2022
Nova Home Loans did satisfactorily close and fund a residential mortgage loan for Ms. ****** (Mr. ******** ********) in March 2020.
As Mr. ****** mentions, the home she purchased was in need of several repairs, so as a courtesy, our Loan Officer, ****** ****** (NMLS ID 309188) referred them to **** Renovations, Inc. This company is registered and in good standing with the Colorado Secretary of State (ID Number: 19981040273). Mr. ****** has personally hired them in the past and has had satisfactory experiences.
It is unfortunate that the ******s and **** Renovations, Inc. have had an unsuccessful interaction, but the current disagreement between the parties is outside our scope as it involves activity not connected to our residential mortgage lending services.
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3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.