ComplaintsforLennar Mortgage, LLC

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/26 I sent in my first mortgage payment, lennar received and signed for the package with my tellers check inside. In the middle of October I was able to log into my new mortgage companies website to check the status of the check. When looking up the status I noticed I was late on my payment, reached out to PHH mortgage and was informed they never received the check. Then continued to call lennar mortgage and said they had sent my check with 4 other checks. When I contacted PHH mortgage again they said they received the package and it was not inside! I have been dealing back and forth with lennar and PHH mortgage in trying to locate my check but lennar does not want to have any communication with PHH. They keep having the blame on each other and now are making me responsible for the lost check.

  Business response

  11/15/2023

  Attached please find Lennar Mortgage's response.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ******************************* and I am a disabled minority single mother who is currently building a home with Lennar in the ***************** neighborhood of ************, ********. What should be a very joyous moment in one's life to build a home has been very tumultuous and trying since the very start. I completed the application and was told by Lennar Mortgage that I was pre-approved for the *** program. A week later I was informed that I did not qualify for *** even though I was sent a pre-qualification letter. I was forced to find another lender as Lennar could not get the numbers into the ballpark of where I wanted to be financially on a conventional loan. I am supposed to close on my house originally on November 24 2023. I was informed by Lennar that my home was ahead of the schedule and I would now close on November 15th. I have built a home before with another Builder and I will say that the lack of communication and a lack of transparency with Lennar is very troubling. I was not given a pre-drywall appointment to look at the home. I have not been contacted by the construction manager regarding any updates for the home and Lennar is supposed to be having a concierge service where I received weekly updates on my home. I received three this entire time. I have to call Lennar multiple times for them to answer the phone email multiple times before I receive an answer. I have even taken the liberty of going to my own property to look at the progress. It is November 1st. I have no flooring, no countertops, no electrical running in my bathrooms, doors that are not on the hinges amongst other things. I am supposed to have my pre-settlement walkthrough with the construction manager on November 8th. That's in 7 days and all of this and more needs to be completed beforehand. This entire ordeal has been a mess. One I wish I could get out of a build with another builder.

  Business response

  11/06/2023

  Attached please find Lennar Mortgage's response.

  Customer response

  11/07/2023

   
  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

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was scheduled to close on my home Friday, October 27, 2023. I was initially advised that the closing could be done virtually. This changed so I decided to move ahead of schedule to accommodate the request. I was given a 3-4 week notice of this change. Fast forward to the day of the closing. The title company advised that I would be responsible for paying property taxes on the new home.1. I am a 100% permanently disable veteran. Because of my status in the **************, I am exempt from paying property taxes.2. I submitted paperwork on August 6th within the portal that supported my disable status.3. I have had several discussions with the mortgage team regarding my status and not having to pay closing cost or property taxes *************** we were working with indicates that they never received any paperwork to support this however on August 6th supporting documents were uploaded to their portal inclusive of all other documents that qualified me for my VA loan approval.So instead of closing on that date scheduled as well as not taking accountability for their mistakes my closing was delayed This caused:1. anxiety 2. triggered my PTSD 3. increased my blood pressure I potentially would incur expenses due to this delay since the movers are scheduled to come between October 30 - November 3. The closing is now rescheduled to October 31. The builder which is the same as the mortgage company refused to make any accommodation in the event my belongings were to arrive prior to the closing date. The loan officer also my disparaging comments regarding not being a big deal to pay taxes as I paid taxes from the state in which I was relocating from. Military benefits differ from state to state. Where I relocated from offer a discount in which I was only responsible for a percentage of my property taxes, which is besides the point.How this was miss handled is extremely upsetting. I have children on the housing market as well and they have officially lost customers.

  Business response

  11/10/2023

  Attached please find Lennar Mortgage's response to the complaint.

  Customer response

  11/14/2023

   
  Complaint: 20807056
  
  I am rejecting this response because: I submitted the attached and I communicated several times throughout the process that I am 100% disable. The file that was submitted to their portal on August 6, 2023. (to large for me to attach) Never once did the loan officer advised she needed an updated copy. The day of closing the loan officer stated she never received but their portal shows the time stamp to include date in which the file was uploaded on August 6, 2023. The officer failed to acknowledge this and then requested an updated disability letter be submitted.  She also indicated that they have issues with their portal at times. But it is awfully interesting that she received all other data except this letter.  I am not satisfied with their lack of accountability nor level of service. I feel as though I am being discriminated against/mistreated for being an African American and a Veteran. 
  
  Sincerely,
  
  ***********************

  Business response

  11/20/2023

  Attach please find Lennar Mortgage's response.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern:I'm a 3rd time return customer with ******************** Homes. Previously I had purchased 2 other Homes from Lennar. On March 6th, 2023, I decided to sell my Single-Family Home and I signed a contract for a New Townhome Purchase - Property Address - *********************************************************. I have sold my Primary Residence on March 30th, 2023. As part of the new home contract promotion, Lennar has offered me incentives up to 35K, 15K towards Closing costs from Lennar Homes and 20K towards ****% Rate Buydown for using their preferred lender Lennar Mortgage at no additional cost to me. At the time of signing the contract, I was clearly advised by the Sales Agent that Lennar Mortgage will be paying up to 20K for the rate buydown irrespective of my credit score and the current interest rates. Upon doing the credit check - I was pre-approved for an FHA Loan with 5% down with Closing on 14th April 2023. After more than a month, On 10th April I was told that they cannot process an FHA loan for this community. Then on 11th April all of a sudden, I was informed that it will have to be a Conventional Loan and Closing needed to be moved to 21st April. Furthermore, on April 17th they started asking me to pay for points to honor the advertised ****% interest rate. To make things even worse, now they waited till the last minute and are asking me to pay 10% downpayment plus **** points as Loan Origination Fees and several other fees.At the time of writing the contract, they wanted me to pay full list price for the Home, on the pretext that they were offering these amazing 35K incentives to make the Home affordable. And now that we have approached closing, they are making it extremely difficult.I requested the *********** ************************* and Sales Agent ************************* several times to honor the promotion, but despite several attempts they are not at all cooperative nor transparent. When asked why they were asking me to pay for the $9,529.98 in Origination Fees, when Lennar Mortgage is supposed to pay up to 20K towards the Rate buydown, instead of providing the information, they have threatened me that I will lose all of my ******* Deposit if I don't agree to the terms. On one hand they force you to go with their preferred lender who is the subsidiary of their own business and on the other hand they wait till few days before closing for disclosing all the terms and now are forcing me to agree to their unethical and obsessed amounts of loan related fees. Over the last 22years, I have previously purchased 6 new homes from several other builders (Pulte, ************************* Homes, Beezer), but this is my worst experience to say the least. I have two small kids (2 and 7 yrs) and since the Closing date got revised once already because of the Lender and the current uncertainty due to their unfair business practice, we are currently paying high cost for living in temporary accommodation until further notice. Please kindly help - Your prompt action is much appreciated, thank you!

  Business response

  04/21/2023

  April 20, 2023
  
  Sent via BBB Online Portal
  *********************
  *****************************, *******, ** 30040
  ************
  ****************************
  

  Re:  ********************* BBB Complaint ID #********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of Varun Anugus (Borrower) complaint submitted via the BBB complaint portal.  We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding the Borrowers complaint.  We apologize for any negative experience or miscommunication the Borrower may have had with Lennar Mortgage, however based upon a review of our records, and as explained below, we found that our associates acted in accordance with Lennar Mortgages policies and procedures and applicable law.
  
  Our records show that according to the purchase agreement, the Borrower is entitled to $15,000 closing costs credit, meaning if the borrower has at least $15,000 in closing costs, Seller will give a credit at closing towards such costs, subject to any other limitation of the loan program for which the Borrower qualifies.  There is no mention of an additional $20,000 credit from the Seller or Lender in any document that is where there is a misunderstanding. The ****% APR was a promotional rate for qualified customers purchasing a Lennar Home from a certain community and closing during a certain time period. Qualified customers means that the Borrower had to meet the minimum credit score, have sufficient income and assets for the loan program.  Borrower did not meet the minimum requirements and therefore had to be put in a different loan and pay points or other fees to buy down the rate to his desired rate. In order to offer the promotional rate, the seller incurred a subsidy amount (payable to lender) as part of a builder forward commitment, which was approximately $20,000 for the size of Borrowers loan. This subsidy is not required to be noted in any mortgage documentation, and there is no cash or credit value to this subsidy. It is just an allocation of an expense the Seller has already incurred as part of larger or bulk rate buydown related to the sale of certain homes. ******** did get the benefit of that subsidy, but he did not qualify for his final rate without having to pay points, as explained above.
  
  We have confirmed that the Borrower received the rate he qualified for, which did require additional points to be paid (or commonly known as a rate buy down) given his credit profile.  ****** gave no assurances related to incentives, rates or otherwise other than expressly disclosed in his loan estimates and closing disclosures, and we are prepared to close his loan on the terms of the last closing disclosure issued to him. Thank you for the opportunity to respond to ************ concerns.
  
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and Compliance Department

  Customer response

  04/21/2023

   
  Complaint: 19958482
  
  I am rejecting this response because:

  1. Lennar has clearly advertised, saying up to 35K incentives on any Quick Move-In Homes on their own website! 15K from the Seller and 20K from Lennar Mortage. Contract is written by Lennar Homes; they deliberately did not mention any thing about the cost associated to Buydown the rates to ****%, as it's supposed to be fixed already. 

  2. In their response - They mentioned that the Borrow did not meet the qualification criteria for ****% without additional Origination points - I respectfully disagree. First off all they did not publish any credit score requirements nor obtained any written consent from me about the same. I even asked the Sale Agent before signing the contract, if there were any restrictions or limitations for this promotion, I was clearly told by ****** that Lennar Mortgage has up to 20K to Buydown the interest rate to ****% irrespective of Borrowers credit score.

  3. BTW - If Lennar Mortgage thought I do not meet the requirements for ****%, they should have informed me about it on the someday of prequalification! 

  4. On one hand Lennar Homes is trying to lure buyers in at Full List Price, on the disguise of these attractive incentive programs, and when it comes time to closing Lennar Mortage is deliberately taking undue advantage by adding all these unreasonable Lender and Origination Fees, making it unaffordable to the Borrower/ Consumer only to turn around and resell these Hight Interest Loans for a profit to other Loan Servicing Companies within days from closing. 

  5. Clearly Lennar Homes introduced this promotion to help Buyers to make the Borrowers payments affordable. However, Lennar Mortage is completely disconnected from reality and operating for their own financial gains. 

  Sincerely,
  
  *********************

  Business response

  04/25/2023

  April 25, 2023
  
  Sent via BBB Online Portal
  *********************
  5015 ************, *******, ** 30040
  ************
  ****************************
  
  Re:  ********************* BBB Complaint ID #********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of Varun Anugus response rejecting our response to their original complaint submitted via the BBB complaint portal. After reviewing your response, we find that our response sufficiently addressed the concerns raised both in this response as well as in your original complaint.
  
  Thank you for the opportunity to respond to ************ concerns.
  
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and *********************

  Customer response

  04/27/2023

   
  Complaint: 19958482
  
  I am rejecting this response because:

  Lennar Mortage is conduction bad business practice. Zero transparency. Dubious marketing. 

  They have not provided any answer to the questions and concerns raised!

  Sincerely,
  
  *********************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lennar Homes lied to us to get us to fill out an application with Lennar Mortgages. When we found out that they were lying about incentives we all of a sudden never heard back from our loan officer. When I called her she repeatedly lied about the situation, interrupted me and then proceeded to hang up the phone and not respond to phone calls, voicemails, or emails. I have tried getting in contact with ANYONE from this company and nobody answers. So pretty much they pulled the credit files, put hard inquiries and never contacted us again. This is unprofessional and most likely illegal. I want the hard inquiries and all related inquiries removed from my credit file and my fiancs credit file.

  Business response

  04/24/2023

  April 24, 2023
  
  Sent via BBB Online Portal
  ***********************
  *********************************************************************
  ************
  *********************
  
  Re:  *********************** BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ****************** (herein referred to as Applicant) complaint submitted via the BBB complaint portal.  We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding Applicants complaint.  Please note that we are responding in relation to the issues raised in respect to Lennar Mortgage only. Any claims or issues specific to Applicants seller, Lennar Homes, should be addressed with them directly. We apologize for any negative experience or miscommunication Applicant may have had with Lennar Mortgage, however based upon a review of our records, and as explained below, we found that our associates acted in accordance with Lennar Mortgages policies and procedures and applicable law.
  
  Our records show that Applicant reached out to her loan officer regarding concerns she had about communication with her New Home Consultant. Unfortunately, the loan officer was not able to address these concerns. This letter will serve as an explanation of our position on this matter. Applicants concerns seem to be based on details related to the purchase of a home with Lennar Homes and utilizing seller incentives. Please note that seller incentives are not under the control of Lennar Mortgage and are controlled by seller, Lennar Homes.
  
  Regarding the Applicants credit inquiry, it is our understanding the Applicant fully intended to proceed with their loan application at the time of the credit inquiry. Further, there is no legal or contractual right to rescind the prior consent as it relates to actions already taken in reliance on that prior consent. As such, the credit pull was valid and in compliance with state and federal law regarding the authorization of credit inquiries. Further, since this was a permissible credit inquiry, Lennar Mortgage is unable to remove such an inquiry. It is also worth noting that the inquiry will have minimum impact on the Applicants credit.
  
  We understand that Applicant is frustrated with her inability to use seller incentives, but all advertising related to seller incentives are qualified with various conditions and are not guaranteed. As to the credit inquiry removal, we are unable to ***** the request as Lennar Mortgage had a permissible purpose for the inquiry, and the credit reporting agencies require that lenders report their inquiries and credit experiences accurately.
  
  Thank you for the opportunity to respond to ****************** concerns.
  
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and *********************

  Customer response

  04/24/2023

   
  Complaint: 19945679
  
  I am rejecting this response because:

  
  *******************, the loan officer, HUNG the phone up on me, did not answer the phone, voicemail, or email me back. She completely cut off communication and never reached back out to the people who applied for the loan. I tried to call EVERY other loan officer in that office and nobody answered the phone. I even called the main Lennar Mortgage in ************* and no answer or way to even leave a message. So pretty much, you conned us into apply for a mortgage, took all of our information, never provided any update and then when I asked for one, hung the phone up and never reached out again. Is that how Lennar Mortgages operates? I dont believe that it is legal actually to accept a persons entire loan application and then never answer the phone or communicate back. I hope she loses her job over this because she is a lazy piece of trash employee. That is NOT how you treat clients. Your company is a fraud as demonstrated by every single persons deceitful actions, and it has been reported as such. All of you can go f*ck yourselves.

  
  Sincerely,
  
  ***********************

  Business response

  04/25/2023

  

   

  
  April 24, 2023

   

  Sent via BBB Online Portal

  ***********************

  *********************************************************************

  ************

  *********************

   

  Re:  *********************** BBB Complaint ID # ********

   

  Ladies and Gentlemen:

   

  Lennar Mortgage is in receipt of ****************** response rejecting our response to her original complaint submitted via the BBB complaint portal. After reviewing your response, we find that our response sufficiently addressed the concerns raised both in this response as well as in your original complaint.
  
  Thank you for the opportunity to respond to ****************** concerns.
  
  
  

  Very truly yours,

   

   

  Lennar Mortgage, LLC

  Legal and Compliance Department

  ************************* <***************************************>	10:06 AM (12 minutes ago)
  to me

  Customer response

  04/25/2023

   
  Complaint: 19945679
  
  I am rejecting this response because: They have addressed none of the concerns of my complaint. They have made no apology and shown no regard or care for any of the actions of their employees. They took my information fraudulently and acted fraudulently. I will continue to deny your ******** responses. I hope people heed this warning and my experience with Lennar, and choose not to move forward with their mortgage company or buying a home with them.
  
  Sincerely,
  
  ***********************

  Business response

  05/04/2023

  May 4, 2023
  
  Sent via BBB Online Portal
  ***********************
  *********************************************************************
  ************
  *********************
  
  Re: *********************** BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ****************** response rejecting our response complaint
  submitted via the BBB complaint portal. After reviewing your response, we believe we have
  explained our position in full and that there is nothing further we are able to offer pertaining to the
  complaint.
  
  Thank you for the opportunity to respond to ****************** concerns.
  
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and *********************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi - This is more of Complaint and Review on how the business handled between the home owner and Lennar Mortgage during home purchase/contract signed with lennar on Aug-2022. I completely missed to write a review or complain within the 12 months so i wanted to make sure everyone aware that whatever lennar mortgage projects on the credits or pre-paid, it wont happen. Always they have some stories We were advertised by Lennar that if we go with Lennar Mortgage, we will get 2% credit of the loan amount and it was documented by lennar mortgage in the closure documents. Those credits were directly applied to the mortgage closing costs which includes prepaid as well. Initially they projected that all seller credit applies to closing cost and made it as $0 so i was convinced that seller credit was very useful and took care of closing cost as well prepaid of insurance/hoa/other prepaids. Lennar mortgage could have very well top up my prepaid/added into the escrow /HOA on top of what they already accounted but just reduced the seller credit in the last minute of close to $2000 out of the 2% promoted to **** was fooled by lennar mortgage and that too i came to know this when i am in lennar title to sign all the documents as the lennar mortgage didnt release final closure until i reached for document closures. It seems very well planned I might have gone with different mortgage with less interest but lennar projected seller credit It was very clear, Lennar Mortgage took it as advantage in the last minute and changed the cost break up in the closure documents and did not account close to $2000 credit out of the 2% credit agreed by the lennar mortgage

  Business response

  02/21/2023

  
  February 21, 2023
  
  Sent via BBB Online Portal
  ***** Mayavoo
  10094 ************
  ******, ** 75035
  Daytime Phone: **************
  E-mail: **********************
  
              Re:  ***** Mayavoo BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ***** Mayavoos (Borrower) complaint submitted via the BBB complaint portal.  We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding Borrowers complaint. We apologize for any negative experience or miscommunication Borrower may have had with Lennar Mortgage, however based upon a review of our records,and as explained below, we found that our associates acted in accordance with Lennar Mortgages policies and procedures and applicable law.
  
  Our records show that the Borrower closed on their home on November 30, 2021, not December 2022.  Notwithstanding this, ******** executed a purchase agreement with seller, Lennar Homes, which stated that the Borrower would receive a seller credit towards their closing costs, subject to contribution limits.  Lenders have to follow underwriting guidelines that limit contributions from interested parties to a transaction. Borrowers eligible closing costs were less than the total seller credit offered, so only the amount equal to the total eligible closing costs, which included the Borrowers taxes and prepaid *************** for the year.  In other words, Borrower reached the full limit of credits from a seller (and all interested parties) in their closing.
  
  We understand that Borrower is frustrated with their inability to use the full seller incentive, however Lennar Mortgage cannot permit seller credits in excess of eligible closing costs. 
  
  Thank you for the opportunity to respond to ******************* concerns.
  
  Very truly yours,
  
  
  Lennar Mortgage, LLC
  Legal and Compliance Department
  
  

  Customer response

  02/21/2023

   
  Complaint: 19370501
  
  I am rejecting this response because:
  Still lennar projected WRONG closing cost numbers to reconcile the seller credit  so that we will be convinced and wont go to the other lender. Lennar projected as much as high cost initially to not to lose the business from us. We just lost the least interest rate from other lender which lennar is very well aware as they used that to revise the rate to some extent. 
  also the final closing cost came to us when we were in title office to close. So well planned to delay final papers so that we didnt had any opportunity to change the lender. Lennar shouldnt  pat on their back to s**** up the whole process. Very poor and bad quality of paper work and mortgage team members they have . They have to be transparent upfront and not change or communicate to customer up front 

   

  
  Sincerely,
  
  ***** Mayavoo

  Business response

  02/24/2023

  February 24, 2023
  
  Sent via BBB Online Portal
  ***** Mayavoo
  10094 ************
  ******, ** 75035
  Daytime Phone: **************
  E-mail: **********************  
  
              Re:  ***** Mayavoo BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ***** Mayavoos (Borrower) response rejecting our response to her original complaint submitted via the BBB complaint portal. After reviewing Borrowers response, we find that our previous response sufficiently addressed the concerns raised both in this response as well as the original complaint.  While we understand that this may not be satisfactory to Borrower, we have explained our position.
  
  Thank you for the opportunity to respond to ******************* concerns.
  
  
  Very truly yours,
  
  
  Lennar Mortgage, LLC
  Legal and *********************

  Customer response

  02/25/2023

   
  Complaint: 19370501
  
  I am rejecting this response because:

  lennar can reject my concerns. I am not expecting lennar mortgage to pay me but I wanted to strongly stand in my concerns how my mortgage handled without transparency and how lennar put me on spot to got with them though I had less interest rates. credibility and transparency is very important towards customer you are serving

  i would like the public to be aware that that these seller credit stories are supposed to be considered with utmost caution and not just go with that small dollar.Public has to consider overall savings with Better rate compare to seller credits 

  
  Sincerely,
  
  ******************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I had to withdrawn from the mortgage loan application last year (Nov/22) due to job loss, therefore we no longer would be approved for it. Lennar refunded the deposit, however did not refund the rate lock-in payment in the amount of $2,324.00 USD. In talking to my loan officer they considered us at fault for the job loss. The contract stated if rescinded, we should be refunded of any lock-in feed paid. I then had multiple conversations with people that told me that was wrongfully conducted by him. 2011 Florida Statutes - ******** Lock-in agreement describes my situation clearly and if a borrower elects to so rescind, the mortgage lender shall promptly refund any lock-in fee paid.Thank you.

  Business response

  01/31/2023

  
  January 31, 2023
  
  Sent via BBB Online Portal
  *******************************
  21116 NE 8th Ave
  *****, ** 33179
  Daytime Phone: **************
  E-mail: **************************
  
              Re:  ******************************* BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ******************************* (Applicant) complaint submitted via the BBB complaint portal.  We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding Applicants complaint.  We apologize for any negative experience or miscommunication Applicant may have had with Lennar Mortgage, however based upon a review of our records and the statute referenced, and as explained below, we found that our associates acted in accordance with Lennar Mortgages policies and procedures and applicable law.
  
  Applicant is not wholly quoting the statute, which is available through the link below.  The referenced statute provides that if the lender has not signed the rate lock agreement and delivered a signed copy to consumer, then consumer still has the opportunity to rescind and receive a refund.  Lennar Mortgage did in fact deliver the fully executed version to Applicant and therefore extinguishing any rescission right Applicant would have.  Therefore, Applicant's withdrawal of his loan application constitutes a voluntary cancellation of the agreement, which does not entitle him to a refund. Further, Lennar Mortgage met its obligations to hold the rate available,at a cost to Lennar Mortgage, and therefore, the fee is earned and the request for a refund is not supported by the lock-in agreement or the law.

  ******* Statutes: ***********************************************************************************************************************************

  Thank you for the opportunity to respond to ******************************* concerns.
  
  Very truly yours,
  
  
  Lennar Mortgage, LLC
  Legal and Compliance Department

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is a major lack of communication and disconnect with the handling of my loan with Lennar Mortgage. I entered escrow in October 2022. Every time I've emailed Lennar Mortgage, I'd always ask if there are any "outstanding" items that I need to be resolved, which I would receive no response. Fast forward to 1/13/23, I received a call from a representative at Lennar Mortgage that I've never communicated with before, mentioning they would be handling my loan. They asked for documents that could have provided in October 22, November 22, or even December 22. They also mentioned they would need to regenerate a new "Gift Letter" because the original one that was generated by Lennar was invalid due to "grammar issues". This happens 7 days prior to my scheduled date for signing closing documents as I'm scheduled to sign closing documents on 1/20/23. On 1/19, I received closing documents via Lennar's Express Close portal for review, but noticed a "Signing Date" has not be assigned. On 2/20, I sent an email to Lennar Mortgage asking to confirm my appointment because I have not received any correspondence from them. I then receive an email from the notary stating that closing documents have not been received from lender and appointment needs to be cancelled. I was notified the day off, the appointment needs to be cancelled because Lennar Mortgage has not sent the closing document (but they have been uploaded to me for preview through their portal). This is a major issue because we did not receive proper notice in advance of cancelling. My wife and I took vacation time off for this specific event, but it is now just wasted vacation time that we could of used for another important event instead of a CANCELLED APPOINTMENT. Not only has the communication been poor, but there has never been any clarity on information regarding rates, closing costs, etc. I have additional information to add to this complaint, but there is a character limit and will leave it at that for now.

  Business response

  01/30/2023

   

  January 30, 2023
  
  Sent via BBB Online Portal
  *********************************
  2968 **********
  *******, ** 91762
  Daytime Phone: **************
  E-mail: ********************
  
              Re:  ********************************* BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of *********************************** (Borrower) complaint submitted via the BBB complaint portal.  We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding Borrowers complaint. We apologize for any negative experience or miscommunication Borrower may have had with Lennar Mortgage, however based upon a review of our records, and as explained below, we found that our associates acted in accordance with Lennar Mortgages policies and procedures and applicable law.
  
  It is common in the origination and underwriting process of loans for new construction homes for lenders to request updated information from applicants as the process proceeds, as items become stale and/or additional information becomes necessary to confirm or clarify the information applicants previously provided. It is also common for documents provided by applicants to be reviewed throughout the home construction process, possibly up to days before closing.  While we understand how this could be an inconvenience for an applicant, it was reasonable for Borrower to receive these requests by our associates. 
  
  As to Borrowers concerns regarding the delay in their closing, unfortunately circumstances may arise at the last minute requiring a lender to delay a closing, which was the case here, and while we apologize for the inconvenience, it is our understanding that Borrower were able to close on their home.
  
  Thank you for the opportunity to respond to *********************************** concerns.
  
  Very truly yours,
  
  
  Lennar Mortgage, LLC
  Legal and Compliance Department

• Initial Complaint

  12/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our mortgage interest rate is 1% is higher than it should be. We locked in a 180 day rate with Lennar and shortly after we saw a summer deal. We contacted our mortgage agent who informed that due to our close date being October 6, we could not partake. The summer deal was extended and honored to our neighbor whom closed October 5. This is preferential treatment of client's and exploitation of us for being financially stable as we could put 45 percent down v them who had less than 20.

  Business response

  12/19/2022

  December 19, 2022
  
  Sent via BBB Online Portal
  *****************************
  321 Emerald ********************* ** 19475
  Daytime Phone: **************
  E-mail: ************************
  
              Re:  ***************************** BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ********************************* complaint submitted via the BBB complaint portal. We have reviewed our records and have consulted with the associates at Lennar Mortgage with knowledge of relevant circumstances surrounding ****************************** complaint.  We apologize for any negative experience or miscommunication ****************************** may have had with Lennar Mortgage, however based upon a review of our records, and as explained to him prior to the submission of this complaint, we found that the promotion referenced could not be applied to his loan and it was clear from the disclaimer in the promotion that he would not have been eligible for it.  We also find no merit in his claim of preferential treatment towards his neighbor.  While we are unable to discuss the details of his neighbors loan file, or any rate or promotion related thereto due to regulatory and legal obligations, we can confirm, however, that their circumstances were not the same as *****************************.  As such, we are unable to comply with his requested relief.
  
  Thank you for the opportunity to respond to ****************************** concerns.
  
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and *********************

  Customer response

  12/20/2022

   
  Complaint: 18606414
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  12/21/2022

  
  December 21, 2022
  
  Sent via BBB Online Portal
  *****************************
  321 Emerald ********************* ** 19475
  Daytime Phone: **************
  E-mail: ************************
  
              Re:  ***************************** BBB Complaint ID # ********, Response to Rejection
  
  Lennar Mortgage, is in receipt of Mr. ************ response submitted via the BBB complaint portal, indicating that he has rejected our response to his complaint.  Unfortunately,our position has not changed regarding the allegations raised in the complaint and we stand by the explanation provided to ************************** therein.
  
  Thank you for the opportunity to respond to ****************************** concerns.
  
  
  Very truly yours,
  
  
  
  Lennar Mortgage, LLC
  Legal and *********************

  Customer response

  12/21/2022

   
  Complaint: 18606414
  
  I am rejecting this response because:

  Our neighbors had less to close than ** which is a reason you extended this offering in order to sell the house. This is exploitation of us for having a stronger financial status which is subsidizing us for anothers gain. It is preferential selection of clients as you extended the program to them and not us. 
  

  Please let us know when you will be compensating us for 1% interest costs over the span of 30 years. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lennar Mortgage listed our tract number in *************, along with 2 of my adjacent neighbors homes for a mortgage they lent to *********************** in ***********, **. The mortgage was for a condominium in *********** that listed 3 tracts in *************. When a title company looked up the title, they found the 3 tracts in ************* on the loan documents to the home in ***********. The loan officer said to the title company "I'm not sure how those tracts got in the loan document." The title of my home has never had a loan and so should never had been in the system of Lennar, yet they appeared on the loan documents of the loan in ***********. The title company said Lennar is going to have to draw up new loan documents for *********************** in *********** to fix this mistake. We had learned of the loan when we received a solicitation for mortgage insurance on our address for ***********************. We thought he had taken a fraudulent loan on our property. Come to find out that Lennar mortgage had recorded his loan with our 3 parcel numbers on it in a totally different town.My question is, no. 1 when will the loan documents be redrawn up for ***********************, excluding our parcel numbers, and no. 2 how many other loan documents have our parcel number in them?This act of including our unrelated parcel in a loan document for a property in *********** in the purchase by *********************** by Lennar Mortgage of a property unrelated to our parcel is negligent and needs to be corrected immediately.

  Business response

  10/20/2022

  October 20, 2022

  
  Sent via BBB Online Portal
  Better Business Bureau *********************************************************************** 33407
  Re: ***************** BBB Complaint ID # f ********
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of ******************* complaint submitted via the BBB complaint portal. 
  Based on our understanding of the issues raised in the complaint, we believe that the complaint 
  would be better addressed by the title company associated with the loan. Lennar Mortgage only has 
  the authority and knowledge to respond to claims that relate to Lennar Mortgage associates and/or 
  its loan process. Any issues related to a title, or similar issues, should be addressed with your 
  title company. While it is unclear from the complaint who the title company associated with this 
  loan is, we have, as a courtesy, forwarded a copy of this complaint to our affiliate Lennar Title 
  so that they may address the issues raised in this complaint, if they were the title company.
  
  Thank you for the opportunity to respond to ******************* concerns.
  Very truly yours,
  
  Lennar Mortgage, LLC
  Legal and Compliance Department
  

  
  

*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. ↩