Business Profile
Mortgage Broker
Home American Mortgage of DenverHeadquarters
Complaints
This profile includes complaints for Home American Mortgage of Denver's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/03/2024
Type:Billing IssuesStatus: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.
HomeAmerican had us set up an escrow account, then failed to use the escrow account for its purpose (paying taxes and their insurance).Business Response
Date: 06/11/2024
Dear Accredited Business Resolutions Specialist:
We contacted *********************** directly on June 4th, 2024. Our area Mortgage Manager, *************************** and I reached out to **** by email and phone. He was concerned that his property taxes were not being paid by the mortgage company. Our mortgage company sold the servicing of the loan to ****************. We confirmed that our mortgage company paid the necessary taxes. We gave *** appropriate contact information for ****************. **** was pleased on how fast we responded. He has all the information to fix the problem.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
*************************
Vice President of Sales
******** American HomesInitial Complaint
Date:01/30/2023
Type:Service or Repair IssuesStatus: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.
We began our journey into buying a new home in early 2022. I was graduating from college within the year and asked throughout the process whether I should remain at my job of 12 years until the completion of our loan process, or whether I could accept a job offer upon graduation. I was told that as long as my change in employment was due to completion of my education, that it would not be a problem. Based on this information we sold our house and I accepted the job offer. Now, the month our house is finally about to be finished, over a year later, our loan was denied due to my job change. To say I am absolutely devastated would be an understatement. I sold my house already and we had a significant down payment- what were you losing?! My children are going to be absolutely crushed.Business Response
Date: 02/03/2023
To whom it may concern:
We contacted ****************************** on February 2nd, 2023. Our Regional Branch Manager of Home American Mortgage, *************************** reached out to ****************** by phone.
The concerns of the buyer where addressed regarding the mortgage process. The underwriting decision was reviewed in detail with *******************.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
***************************
Regional Branch Manager
Home American MortgageInitial Complaint
Date:09/07/2022
Type:Order IssuesStatus: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 have been trying to reach Home American Mortgage Corporation for the past week requesting an escrow analysis, I have spoken to *****. They keep telling me ******** the person that handles that is not in. Today they finally told me they will not give me one since I closed in April and I would have to wait until April of next year. I contact Polk County and they told me this year I will only be paying taxes on the land and next year I will have homestead and portability from my prior home. I tried to explain this to Terra, a supervisor from Home American Mortgage, but her response was "she did not know where I was getting my information from". All I want is an escrow analysis so they could determine what the correct amount of my monthly payment should be. Please help me! Thank you!Business Response
Date: 09/15/2022
September 15, 2022
Denver/******* Better Business Bureau
Attention:Resolutions Team
3801 E Florida Ave #***
Denver,** 80210
RE:****************************** Complaint
To Whom It May ********************* you for forwarding Ms. ************ complaint. HomeAmerican Mortgage Corporation (HomeAmerican) appreciates this opportunity to respond to Ms. ************ concerns.
Please note that applicable regulations require HomeAmerican to perform an escrow analysis at the time the escrow account is created and annually thereafter. See 12 C.F.R. 1024.17(c)(2)-(3). Contrary to Ms. ************ allegations, HomeAmerican is not required to perform escrow analyses upon customer request.
In Ms. ************ case, the initial escrow analysis was performed shortly before closing in April ************************************************************************* about April 2023.
Notwithstanding the foregoing, HomeAmerican contacted Ms. *********** on September 15, 2022 to further explain the escrow analysis completed on her loan, including the fact that the analysis is based on estimated taxes at the time of closing.HomeAmerican also prepared a trial escrow analysis for Ms. ************ which reflects that her payment did not change and that she only has a .01 surplus. A copy of the trial escrow analysis is attached.
Please let us know if you have any questions or need any additional information.
Sincerely,
HomeAmerican Mortgage CorporationCustomer Answer
Date: 09/19/2022
Complaint: 17930029
I am rejecting this response because:I have atttached the *** Notice that was provided by Polk County that states the amount for my taxes would be $917.11 or lower.
Sincerely,
***************************************Business Response
Date: 10/05/2022
10/3/2022
Denver/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 E Florida Ave #***
Denver,** 80210
RE:BBB Case # ********
To Whom It May ****************** are happy to address the notice mentioned by the consumer, however it appears it did not come through on the last response. Please let us know if you have any questions.
Sincerely,
HomeAmerican Mortgage Corporation
Richmond American Homes of Florida, LPCustomer Answer
Date: 10/10/2022
Complaint: 17930029
I am rejecting this response because:I have attached the trim notice again. Thank you.
Sincerely,
***************************************Business Response
Date: 11/01/2022
November 1, 2022
Denver/******* Better Business Bureau
Attention:*********************************
3801 E Florida Ave #***
Denver,** 80210
RE:****************************** Complaint
To Whom It May ********************* you for forwarding Ms. ************ complaint and the additional documentation provided.
Please note that the Polk County Tax Collector has not yet delivered a copy of the tax bill at issue to HomeAmerican Mortgage Corporation (HomeAmerican) and Ms.*********** annual escrow analysis was not scheduled to be completed until May 2023. Nevertheless, in the spirit of good customer relations, ************************** independently obtained a copy of the current tax bill online, adjusted the tax amount, and performed a new escrow analysis (attached). As a result, ************************ will be receiving an escrow refund of $5,923.03.
We trust this resolves Ms. *********** concerns. Please let us know if you need any additional information.
Sincerely,
HomeAmerican Mortgage CorporationCustomer Answer
Date: 11/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************************Initial Complaint
Date:06/28/2022
Type:Order IssuesStatus: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.
I applied for a traditional mortgage through HomeAmerican Mortgage in August of 2021. After some discussion, they suggested we switch to a VA loan. We did not agree to move forward with this option but agreed it was likely we would switch in time. (To note, the home site was not even open at this point. The home, (slated to be complete n March of 2022) has still not even broken ground as of 6/28/2022, so there was clearly no rush to decide)). The lender proceeded to re-run our credit (for the second time in two weeks) for a VA loan without telling **, and without creating a new application reflecting the switch to VA (which is standard for all other lenders.) This entire process happened based on a brief verbal consideration, rather than a signed application or disclosures. Because of this, I and my husband received a 30-point decrease in our credit scores, respectively.We did not move forward with this lender due to their negligence. The lender apologized for their mistake, both electronically and on the phone, but refused to drop the second, unauthorized inquiry. We are seeking the removal of this hard inquiry as it was done without permission or notification. **The company they use to facilitate the inquiry shows up as Credco.**Business Response
Date: 07/08/2022
July 8, 2022
Denver/******* Better Business Bureau
Attention: *************************************
3801 E Florida Ave #***
Denver, ** 80210
RE: BBB Case # ********
Dear ******************:
HomeAmerican Mortgage Corporation HomeAmerican has reviewed the loan application for ****************. This review finds that **************** did apply for a for a mortgage which was a joint application with *******************************. Information was submitted through the HomeAmerican application portal that listed **************** as the primary borrower. This resulted in the first credit report generated with **************** in first position. Permission for obtaining a credit report was obtained via the internet on July 27, 2021. The loan officer indicates that the borrowers requested a VA loan. **************** is the veteran and as such he must be listed as the primary borrower on a VA loan application. All documentation in the loan file must match; therefore a 2nd credit report was generated for this application. The credit scores remained the same. The loan application and all disclosures for a VA loan were sent electronically on August 10, 2021 and electronically signed by both applicants on August 11, 2021.
On August 16, 2021 **************** sent an email to the loan officer requesting something in writing that says we will not have a 3rd credit inquiry. The loan officer responded that we require a current credit report on file at all times and that a credit report is valid for 120 days. A screen shot of this email is attached. This application was withdrawn by the applicants on December 21, 2021.
HomeAmerican cannot remove the second credit inquiry because it was required for obtaining a VA mortgage and **************** was aware of the second credit report and didnt express any concern for that credit inquiry but only for additional inquiries which didnt occur.
Sincerely,
***********************
Product Development and Branch Support ManagerCustomer Answer
Date: 07/28/2022
Complaint: 17494866
I am rejecting this response because:
The company claims disclosures were signed giving them permission to run our credit, but this is untrue. I can see the disclosure request in my email but we intentionally NEVER signed it because they ran our credit beforehand, without permission.
I request that the business must provide proof of receiving our signatures for the 8/11 disclosures.
Thank you
Sincerely,
***************************
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