Complaints

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

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  Amerisave Mortgage Corporation

  1200 Altmore Ave. Bld 2 Ste 300 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  One Capital City Plaza, 3550 Peachtree Road Atlanta, GA 30326

  
• 

  AmeriSave Mortgage Corporation

  700 Tower Dr Ste 610 Troy, MI 48098-2836

• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  

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:10/07/2022

  Type:Order 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.

  I contacted Amerisave Mortgage Corporation on 09/29/2022 and spoke with one of their agents, ********************* OriginatorNMLS ID #*******. He informed me about the mortgage terms but DID NOT tell me the lock-in rate was NON-REFUNDABLE. He pressured me into paying for the $500.00 lock-in rate, telling me the rates can go up any time and even that without that lock-in, you can be denied a loan altogether. I told him I felt pressured, telling him he was backing me into a corner, so he became irate and theatened my denial of a loan again.We ended the call, and I went ahead and paid the $500.00 on 10/03/2022. Upon reviewing the documents they sent me, I found a serious error where they listed the property we were purchasing as *************************************. We already owned this property until 2011, when we lost it in foreclosure! Someone else lives there now, so I dont know how this happened. Of course, I was shocked, and tried to call ****, but he did not return my call until 10/05/2022 via text, citing computer crashed He finally called me on 10/07/2022, date of this letter.Considering the rate lock fiasco, threats regarding the same, and errors on my documentation, I WANT AN IMMEDIATE, TOTAL REFUND. Thank you, ***** & *************************

  

  Business Response

  Date: 10/19/2022

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond. In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.

  
  Upon review of the file, the call log indicates that the consumer spoke to the Loan Originator (LO) on 9/27/22, to discuss the preapproval process. Unfortunately, recorded calls are not available for review between the consumer and LO from 9/29/22 to substantiate the consumers claims,as AmeriSave does not keep recorded calls indefinitely. In review of the loan documents, it was determined that the home address of 12 New Steet was listed on the credit report as the consumers previous address. The consumer provided a letter of explanation on 10/1/22 that states the above-mentioned address found on the credit report is not in the loan application and the consumer does not currently own the property. There is no evidence to support that the incorrect address was listed on the loan documents.

  
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This is consistent with AmeriSaves fee authorization screen which was reviewed by the consumer along with the Loan Estimate (LE) prior to accepting payment.  It states in part Should you decide to cancel your loan application or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information. 
  

  The loan was final dispositioned on 10/11/22. As a courtesy, the $500 Lock and Shop fee will be refunded to the credit card initially charged within 3 to 5 business days.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:10/04/2022

  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.

  Loan#******** Been going threw numerous issues with Amerisav since 1/2022. I paid the $500 to lock in rate. I was assured that this fee would be returned if the loan was not completed. It was not and still has not been returned. I think this company is very deceptive. Says one thing and does another. Had to turn in same paperwork over and over again. Then when I found a house was denied after being approved. Complained about both realtor and being denied after approved then they sent me another person to only start at square one and no progress. This is now October and still fee returned. This is outrageous.

  

  Business Response

  Date: 10/17/2022

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond. In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  
  Upon review of the file, our records reflect that the consumer spoke with a Loan Originator (LO) via AmeriSaves ********* chat system on 11/16/21 and completed a mortgage loan application. The consumers application was pre-qualified at that time.  During the time the consumer was attempting to find a property to purchase efforts were made to verify the income.  There were challenges verifying the income.  The file became aged,and the consumer was notified on 3/1/22, 3/6/22, 3/11/22 and 3/16/22 that the credit report would expire on 3/16/22 with no response. The loan was final dispositioned on 3/16/22. Most documents obtained for a loan application expire within 90 days. 
  
  The consumer completed another loan application on 5/4/22.  Unfortunately, that loan application was declined, and the Statement of Credit Denial was mailed on 7/20/22.
  
  At times it may seem AmeriSave is asking for things the consumer has already sent, but that is usually not the case.  AmeriSave apologizes if in fact the same items were requested on more than one occasion.
  
  
  While the consumers frustration with the time in process is understandable, there is no evidence found to support the claims that AmeriSave has been deceptive in its lending practices. 
  The consumer paid an Appraisal Fee of $520 not a lock fee.  No appraisal was completed therefore the consumer was entitled to a refund of the Appraisal Fee.   Unfortunately, the refund request was not submitted to the correct department in a timely manner.  The notes do not reflect that the consumer contacted AmeriSave after the file was declined to indicate the refund had not been received.  When the matter was brought to our attention the refund process was initiated. 
  

  The $520 Appraisal Fee was refunded by check on 10/11/22. The check was sent by regular **** mail to the consumers primary residence.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:10/04/2022

  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.

  On 9/15/22 I reached out ***************************, the loan originator, who assisted me on 9/6/22 in completing my application. When discussing the rate on 9/6/22, she advised me that I could pay $775 to lock in the current rate. That $775 would then be applied towards the loan for the appraisal costs when I purchased a home or refunded if I didn't move forward. On 9/15/22, I let her know that I was moving in a different direction and would like to remove my application and requested a refund. I didn't hear back so I followed up again on 9/26/22. It is now 10/4/22 and I still haven't received a response nor have I seen a refund for the $775. ***** was great when she helped me on 9/6/22 and responded quickly to my email on 9/15/22 so I figured this would get wrapped up quickly too, but that isn't the case. I do not want to get her into any trouble with this, I just simply want my money back. As a single mother, every cent counts when doing it on one income and $775 isn't a small amount to walk away from. All I am asking for at this point, is to be refunded my money so I can put this past me. Thank you in advance to whom helps me get this resolved.

  

  Business Response

  Date: 10/07/2022

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  The applicant completed a mortgage loan application on 9/5/2022. The applicant contacted the *************************** on 10/6/2020 to indicate he would like to cancel the loan and receive a refund of the appraisal fee. The loan was dispositioned on 10/6/2020. Because the appraisal was not completed the consumer is entitled to a refund.  Unfortunately, the refund request was not submitted to the correct department in a timely manner. 
  The Appraisal Fee of $775 will be refunded to the credit card initially charged within 3 to 5 business days.  AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 10/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I find that this resolution is satisfactory to me, I do not appreciate the comment being made that I reached out to the wrong department for the refund request. Had I been told at any time to contact anyone other than the loan originator, I would have done that instead of filing a compliant with BBB.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:10/03/2022

  Type:Product 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.

  On Jan 21st , Amerisave charged me $500 to approve me on a home loan. They stated this was to hold the loan and it was a deposit- stating that if i didn't purchase a home the money to hold rate would be refunded. I never purchased a home and im still waiting to the reimbursement, Amerisave told me in April that the money would be sent back to me and I still havent recieved anything back. *** called numerous times and was told the money would come back to me.

  

  Business Response

  Date: 10/10/2022

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond. In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  
  AmeriSaves call log reflects a Loan Originator (LO) contacted the consumer several times with no response. Regrettably, he was unable to leave messages because the consumers voicemail box was full. There is no evidence found to support claims that the consumer contacted AmeriSave regarding a refund. The loan was final dispositioned on 6/1/22.

  
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This is consistent with AmeriSaves fee authorization screen which was reviewed by the consumer along with the Loan Estimate (LE) prior to accepting payment.  It states in part Should you decide to cancel your loan application or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.

  
  As a courtesy, the $500 Lock and Shop fee was refunded on 10/4/22 to the credit card initially charged.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily. 

• Initial Complaint

  Date:10/01/2022

  Type:Order 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 have been trying to reach my loan officer but I was informed that he has changed positions. I applied for a mortgage to purchase a house, I was approved and received my Certified Letter of Approval. However I was told by my loan officer that the company guarantees my rate and cost, I was presented with a much better offer from from another lender that AmeriSave was unable to beat. The loan officer said that he had spoken to his manager and he was unable to beat the deal I received, his manager was supposed to call me but we never connected. I was told that my $500 deposit would be refunded, I am closing on the house in two weeks and i need my application canceled and refunded as this experience with AmeriSave has been exhausting, unprofessional, and unorganized. I am very disappointed and out of patience, I need my money back just like I was promised.

  

  Business Response

  Date: 10/05/2022

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer was advised that the $500 Application Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  The consumer physically entered their credit card number on the Advance Application Fee screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This is consistent with AmeriSaves Advance Application Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  This agreement is clear as to the terms of the Application Fee, and includes the following language:
   In order to proceed with your residential mortgage loan application, you agree/agreed to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NONREFUNDABLE Application Fee.Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain your $500 to cover miscellaneous administration costs incurred during the origination and processing of your loan application. These costs *** include, but *** not be limited to,pre-qualification, file review, underwriting, requesting of and cost for verifications of employment, deposits, tax transcripts, and other third-party costs that are typically collected at closing that *** have been incurred during the origination and processing of your loan.  Please refer to the Loan Estimate for disclosure of the Application Fee.
  The Application Fee does not cover third party costs for a credit report(s), flood hazard determination,appraisal, miscellaneous property inspections, or other similar charges, but *** be used to offset these costs if your loan does not close.  Additionally, if known to be required at the time of application, these third-party costs will appear on the Loan Estimate and will be collected at the time of closing.
  
  A copy of the consumers electronically signed Advance Application Fee Agreement reflecting the consumers agreement with the terms and conditions of the Application Fee *** be provided if necessary. 
  As a courtesy, the $500 Application Fee was refunded via check on 10/4/2022. The initial refund attempt to the credit card was declined.The check will be sent by regular **** mail to the primary residence.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 10/05/2022

   
  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,
  
  Buraq *****

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  Multiple issues. We have been working with amerisave to get a loan for a house in another state. I paid 500 to lock in my interest rate. I paid **** in ******* money. Our close date is tomorrow and I have not heard from my loan officer ************************* since Thursday. As of right now we cannot close. We will not be able to close and our contract on our house will expire. We will lose our ******* money and all of the money we put into traveling there and inspections and appraisals. Myself and my realtor have tried contacting our loan officer and her superior several times. This is extremely unprofessional and leaves us in an awful spot. We have no idea what to do and no communication from Amerisave is going to end up leaving us homeless. Amerisave is now saying our cash to close is thousands more than our original processor.

  

  Business Response

  Date: 10/05/2022

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond. In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.

  
  AmeriSave understands the consumers concerns with getting the loan to closing as they were interested in expediting the process. Upon review of the file, our records support that the consumer spoke to the Loan Originator (**) on 8/4/22 and initial disclosures were provided.  Employees started ordering documents to process the loan right away.  The ** and Loan Processor contacted the consumer several times throughout the process with no response. It was acknowledged on 9/22/22 that the ** did not have the correct contact number for the consumer. We regret if there was any miscommunication or misunderstanding regarding the best contact numbers between the consumer and the **. During the 9/22/22 call, the ** notified the consumer that there were, still several items needed from the consumer and that the closing will be delayed pending the sale of the consumers current property (in MI). The Loan Processor spoke to the consumer on 9/26/22 regarding the outstanding items needed in the consumers online portal in order to get the loan processed for Underwriting. The consumer stated he would provide those documents. During the call, the consumer also confirmed that his MI home was listed but there were no offers made on the home.

  
  To address the cash to close, the initial Loan Estimate (LE) which was e-signed by the consumer on 8/4/22, acknowledged the estimated cash to close was $16,725. An updated LE was e-signed by the consumer on 9/13/22 showing $12,654 estimated for cash to close. There is no evidence found to support that the estimated cash to close has increased since the beginning of the loan process.  Note, the ** was out of the office from 9/26/22 through 9/30/22. A Sales Manager, ****************** spoke with the consumer on 9/29/22 and confirmed that the consumer must sell the current home in order to obtain enough funds to close on the purchase property.
  

  AmeriSave continues to work with the consumer and hopes to close on the loan in the near future.

• Initial Complaint

  Date:09/26/2022

  Type:Order 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 is with Amerisave. I was sent a letter on 8/30/22 from Amerisave needing proof of insurance. I called Amerisave and after working with them, they informed me that they had paid the wrong insurance provider from my escrow account. Now, my escrow is behind down $4000 and my loan payment is up $300 per month to make up for the additional insurance payment. Amerisave is now waiting on the insurance company to re-imburse the payment that Amerisave made by mistake on my behalf. The problem is that my loan is getting sold the end of this month and I know that this will create issues in getting my $4000 back.

  

  Business Response

  Date: 10/05/2022

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  AmeriSave is unable to transmit personal information through the BBB portal.  Due to this, the consumer will be receiving detailed correspondence and supporting documents via regular mail within 7 to 10 days. 
  AmeriSave regrets any inconvenience to the consumer and trusts the servicing related matter will be resolved satisfactorily upon receipt of the correspondence.  

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  To Whom It May *********** Amerisave $500 dollar fee was offered to lock the rate with the understanding the approval letter would be delivered via email in a timely fashion. Instead the approval, or rejection, was not sent and I was not able to get in contact with the original consultant or the income POC the original consultant provided contact info for. The house of interest is on the market and was visited today with my agent without the promised approval letter and no way of contacting the folks we dealt with. I am requesting a refund as the home is already receiving offers and this process was deceptive and not transparent.

  

  Business Response

  Date: 10/03/2022

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  The Ready Buyer Pre-Qualification Letter was provided to the consumer on the same day that the consumer paid the Lock & Shop Fee,9/22/2022. While the consumers frustration with the time in process is understandable, there is no evidence found to support the claims that AmeriSave has been deceptive in its lending practices. AmeriSave respects the consumers wish to cancel the loan application.  The loan was canceled per the consumers request on 10/3/2022.
  As a courtesy, the $500 Lock and Shop Fee will be refunded to the credit card initially charged within 3 to 5 business days.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 10/03/2022

   
  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:09/23/2022

  Type:Order 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.

  In 2021 when I purchased my property the property was not split properly by the builder so the tax bill for all 4 units was put in my name. I called my mortgage company and notified them the bill was incorrect and not to pay it. They paid for 4 townhouse units when I own 1.In 2022 the city and our lawyers were having the property split and I called the mortgage company multiple times to make sure the same issue was not done again. Instead they made the same mistake twice. I received a letter in August but the city did not have the corrected information on the tax website until September. As soon as the correct information was on the website I called Amerisave and they told me to email it to the escrow email. Then I should call back in 10 to 15 business days and it would be resolved. My home mortgage jumped from a little over $2172.96 per month to $8125.70 per month. I have liquidated all of my savings to make this $8125.70 payment for October 1rst. I called today to make sure everything has been updated and I was told my email was received but no one had put in an inquiry to contact my tax office to the issue has not been corrected. I now have to wait another 10 to 15 business days. I may or may not be asked to pay another payment of $8125.70 for taxes I do not owe. I included in my email the correct contact at the city to get back the overpayment funds that were paid to the city. I have sent this information numerous times. I cannot afford to pay 4 months worth of mortgage payments two months in a row. I am starting to feel like this is being done on purpose. This company has documentation for more than 2 years showing I have been trying to fix this. I have never missed a payment nor been late. I did not ask for covid assistance. I have more than 20% equity in my home paid to this company. I work hard to pay for my home. They should not ask me to email an account that is clearly not being monitored or tell me something will happen if it wont.

  

  Business Response

  Date: 10/14/2022

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.

  
  AmeriSave is unable to transmit personal information through the BBB portal.  Due to this, the consumer will be receiving detailed correspondence and supporting documents via regular mail within 7 to 10 days. 

  
  AmeriSave regrets any inconvenience to the consumer and trusts the servicing related matter will be resolved satisfactorily upon receipt of the correspondence. 

• Initial Complaint

  Date:09/23/2022

  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.

  I was preparing to use amerisave as a lender for my mortgage, I was specifically told over the phone that the 500$ lock and shop fee was refundable if anything occurred that would impact the deal. Well when negotiating time came the lending agent I was in contact with failed to produce the updated paperwork in time and almost cost me the deal. So I was forced to I find a lender that was able to help me complete the deal. Now I am trying to get refunded and theyre not responding anymore

  

  Business Response

  Date: 10/03/2022

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.

  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. Records indicate that Sales Manager, *************************, reached out to the consumer on 9/27/2022 to address their concerns. 

  
  As a courtesy, the $500 Lock and Shop Fee was refunded on 9/27/2022 to the credit card initially charged.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.