Complaints

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

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  Ruoff Mortgage

  1670 Magnavox Way Fort Wayne, IN 46804-1536

  
• 

  Ruoff Mortage

  3995 Medina Rd Ste 210 Medina, OH 44256

  
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  Ruoff Mortgage

  8748 Union Centre Blvd West Chester, OH 45069

  
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  Ruoff Mortgage

  1522 Miamisburg-Centerville Rd. Dayton, OH 45459

  
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  Ruoff Mortgage

  548 N Oak Dr Plymouth, IN 46563

  

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

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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.

  Date of money transfer was September 30th 2024. My confirmation number for payment was **********.

  

  Business Response

  Date: 03/27/2025

  Thank you ***** for your candid feedback about your recent experience with us. We take your comments seriously and sincerely apologize for any miscommunication or confusion that occurred.
  We understand the timing of your loan transfer to another lender created a complex situation. To clarify:

  1) We proactively contacted you multiple times via email, written notifications, and a spoke with you on September 30, 2024 to remind you both about the loan transfer and the 10 PM deadline for your September payment.
  2) Your payment was received after 10 PM, causing it to be credited on October 1, 2024. As a result, the loan was accurately reported as 30-days delinquent.
  3) At this point, the loan had transitioned to the new lender and your September payment could not be processed by Ruoff Mortgage.
  4) The transition of your loan to another vendor was not the cause of the credit reporting.

  In light of these circumstances, we have made a good faith correction to your credit reporting. We believe this resolves the issue satisfactorily.

  We have attempted to reach you multiple times by phone and email to discuss your inquiry and resolution but have been unable to reach you. If you would like to discuss this further, please contact our loan servicing team at ************ or email *********************************************************.

  Sincerely,
  Ruoff Mortgage

• Initial Complaint

  Date:01/04/2025

  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.

  Company failed to pay property tax and insurance. This caused us to lose our house insurance and our names in newspaper for nonpayment of taxes. This is totally unacceptable.

  

  Business Response

  Date: 01/08/2025

  Dear Mr. ******************** you for bringing your concerns to our attention through the BBB. We take your feedback seriously and have thoroughly investigated the issues you raised regarding your property taxes and homeowner's insurance.

  We're pleased to confirm that your property taxes were paid on time. As per the Leavenworth County tax record provided to you on January 7, 2025, the payment was made on November 25, 2024. There has not been a missed payment, delinquency, or lapse in your property taxes.

  Regarding your homeowner's insurance, we discovered an error in our system concerning the renewal date. Upon identifying this, we immediately:
  1. Updated our records
  2. Contacted your insurance company
  3. Confirmed the policy was still active
  4. Sent the required payment via overnight mail

  This payment has been processed, and your policy is now current. We provided documentation of these actions in our email to you on January 7th and the voicemails we left you.

  We sincerely apologize for any inconvenience or frustration this situation may have caused. While we regret the error with your homeowner's insurance renewal date, we encourage you to contact us directly with any future questions or concerns about your loan. Our ********* team is available Monday Friday, 8am to 5pm ET, at ************ or via email at *********************************************************.

  We anticipate that you still may have questions so we've attempted to reach you directly to provide further explanations and assurances. Please feel free to contact our ********* team or the Servicing Director who has reached out to you.

  We value you as a client and appreciate the opportunity to be your loan originator and service provider. We've updated our records to prevent similar issues in the future. We hope you're satisfied with our prompt resolution and invite you to contact us directly with any questions.

  Sincerely,

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

  Vice President of Customer Experience

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

  Customer Answer

  Date: 01/09/2025

   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. Im sorry for any issues that this may have caused. We are happy that this was resolved and look forward to working with Ruoff Mortage in the future and we are happy to recommend you to friends and family that may be looking for a home loan. Thanks again for getting this matter resolved quickly. 

  
  

  Thank you.

  ****** Gunnels 

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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.

  ***** owed nothing ***** $100 increase in real life. They are charging me an extra 500 a month. PMI same Taxes went down 300 Insurance went up 400 12/06 my escrow analysis was ran they determined I was ***** short ( they double charged me taxes on the projected analysis). I brought this to their attention and the online associate ***** got an attitude with me.Insurance had increased me from 900 to ***** at that time. I called another company and got it switched down to a 400 increase instead of a thousand increase.1/15 I reduced my insurance from the ***** to ***** (which is the 400 increase I stated earlier.)My house payment last year was 1100 and they are charging me 1600 a month currently. They are saying there is nothing I can do and that I have to pay it.Ruoff just ran the escrow and they are saying I will end up with a 1400 dollar payment after it is all said and done. I had nothing increase randomly or anything. Ruoff is charging me an extra ***** a year and there is nothing I can do about it. I have had to make three payments of ***** instead of ***** while emailing with them and visiting the offices with paperwork. I have all of the paper work available to emailed to someone directly. This has a lot of my personal information on it so I do not want to just send it out.

  

  Business Response

  Date: 03/22/2024

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

  Thank you for your feedback. We understand that changes to your escrow account can be confusing, and we apologize if our communication hasn't been entirely clear.

  Mortgages can be complex, and escrow accounts require annual updates to reflect changes in property taxes and homeowner's insurance. This ensures your payments cover these expenses on time and avoids potential shortfalls.

  We recently reached out by phone and email to discuss the adjustments to your escrow account and provide details of the changes. This email included information about a potential refund you may be entitled to from the county or title company and copies of your annual escrow statements.
  If you haven't had a chance to review the email yet, please take a moment to do so. It should address most of your inquiries.

  However, we understand you might still have questions. We encourage you to reply directly to the email you received or call our dedicated ********* Advocate Team at ************. They are available to answer any specific concerns you may have and further explain the changes to your escrow account.

  Our goal is to ensure your escrow remains accurate and your property taxes and insurance continue to be paid on time. We're also dedicated to providing you with clear and transparent information about your mortgage.

  Sincerely,

  Ruoff Mortgage

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  Ruoff mortgage caused my family to have to push by the closing on our home we were selling THREE TIMES, leaving us almost in legal troubles because ********** neglected us. Unfortunately we got in the situation that it was either allow the buyers to close on the home or face legal troubles ourselves. We were also holding up the sellers of our new home and caused them to wait beyond our promised closing time range. My family was homeless with no where to go for a week. The three weeks prior to that my family of 8 were forced to stay at a family members home as the home we were selling, all contents were already packed in the moving mods and gone. **** k knew of the trouble his numerous mistakes caused my family and continued to neglect the situation. At the end, his boss ************ stepped up and got us to closing. He was wonderful to work with but unfortunately thats not the work he typically does. This company failed my family tremendously and we plan to seek legal counsel

  

  Business Response

  Date: 07/19/2023

  We appreciate the candid feedback about your recent experience and thank you for sharing this with us.  We sincerely apologize for the delays in processing your loan as we worked through the process with you to identify the best solution for your home buying needs.  The mortgage process can be challenging and sometimes have unanticipated delays, as there are many rules and constraints in place that we must follow. This includes processes like verifying employment dates and income to be sure all of the key requirements and stipulations are met before being able to move forward.  We appreciate you working with us through this process.  Once everything was in place, we closed on the first date possible.  If you would like to discuss this further or have any additional questions please contact us a *****************************************************

• Initial Complaint

  Date:12/13/2022

  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 filed my tax deduction in June of 2022 ....... was told I didn't have to do anything as ruoff should be pulling current tax info from my local assessor. This was false as my payments increased in value versus decreasing as expected. Went in to manually file the beginning of Nov 2022. Was told the effect would be withing 48 hrs and reflect on my account. It did not. Contacted again and was told it would be 2 weeks and be reflected on my account. It did not. Then I was told it would be Dec 13th and be reflected on my account . It still hasn't. It is litterly impossible to get a straight answer from these people. They are refusing to give me accurate and valid updates. This company is very quick to raise my mortgage from **** to **** with an active tax deduction but is extremely slow and ineffective at answering my questions.This is the second issue I had with the complete lack of accurate information. The first being told I was going to be on a payment plan after forbearance. Only to be locked out of my account and forced to pay over 4k to get everything back to normal.I absolutely would love nothing more than to refinance with a different bank but based on current housing trends I'm stuck with them . Would be nice if they just answer my question and just do what they said they would

  

  Business Response

  Date: 12/22/2022

  ****************,
  We are sorry to hear about your experience and thank you for sharing this with us.  As you know from our direct communication with you this week, the county confirmed the approval for the exemptions on December 15, 2022.  With this updated information, your payment has been adjusted effective January 1, 2023.   We sincerely apologize for any miscommunication about the status of this during your  inquiries or how to resolve this issue and the subsequent effort and frustration you have endured.  With that said, we appreciate your willingness to work with us to make things right for you and we trust that you are satisfied with the resolution.  If you have any additional questions or feedback, please do not hesitate to call your designated contact with Ruoff Mortgage. 

• Initial Complaint

  Date:11/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a home and used Ruoff to get my mortgage. I got my own hazard insurance policy and set it up with ******* ****** to be paid out of my escrow. So fast forward till the insurance was supposed to be paid. I received a notification from Ruoff that stated my house payment increased over $100 per month! I couldnt understand why and starting doing some investigating. I found that the increase was due to my hazard insurance increasing by a substantial amount. I then realized that ******* ****** was no longer listed as my insurance provider. It was a different company that I had never heard of. Come to find out, Ruoff neglected to pay my hazard insurance out of my escrow like they were supposed to do. This caused ******* ****** cancel my policy. Ruoff in turn placed their own insurance onto my loan (at a much higher priced policy) and backdated the insurance!! By doing this, my house payment increased by over $100 per month. When I contacted Ruoff, they tried to claim that they didnt receive a bill. This was a falsehood. They had received TWO bills and one cancellation notice. On top of all of this, Ruoff had my address wrong and were sending notices to the wrong address! How could my mortgage company have my address wrong when they were handling my mortgage?? They had the street address correct but had the wrong town and zip code. So I have contacted them multiple times to find out how this will fixed. The last time I contacted them, they said they had reached out to ******* ****** and were going to get my policy reinstated. That never happened and when I contacted ******* ******, I found out that that was impossible to do. Now, when I try to get a new quote, I get high risk quotes because I gave a cancellation on my record. I cant begin to say how aggravating and frustrating this has been. This was is completely unacceptable and Ruoff needs to fix it somehow because I shouldnt be penalized for THEIR error.

  

  Business Response

  Date: 11/10/2022

  *****, we are sorry to hear about your experience and thank you for sharing this with us.  We have looked into your inquiry and have found this error occurred with our third party servicing provider, ******.  We have launched a review of what occurred with them and are awaiting a response.  In the meantime, one of our loan care advocate team members will be giving you call to provide you an update,answer any questions you have, and will be your primary contact as we continue to review this situation.  Our goal is to continue working with you directly to navigate this process to help resolve this situation and to stay in communication with you along the way. 

• Initial Complaint

  Date:09/26/2022

  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 applied for a mortgage with Ruoff in August of 2022. The ** I was assigned to was great at first, got me an approval, I found the perfect house, inspection was completed and appraisal was ordered. Everything was moving along quickly and my ** was confident that the loan would close with zero issues. During the underwriting process, my ** resigned from the company and my loan was then taken over by someone else. Within a week, I was contacted twice and was told that there were issues - out of nowhere. I was asked to bring an additional large amount of money to closing and THEN I was told that I did not qualify for ANY loan with Ruoff. I did everything asked of me, provided any document and was shuffled around as if I didnt matter. I find this to be very unprofessional and I am highly disappointed with how my situation was handled. Whether it was the company or the ** that made a mistake, the inaccuracies caused me to possibly lose the house, lose the *** I provided for the house as well as the inspection fees, my time, etc. This is someones livelihood and LIFE! I am now stuck trying to figure out where to live as I now have 30 days to not be homeless. This is NOT okay and should be rectified.

  

  Business Response

  Date: 10/07/2022

  ********, we sincerely apologize for your experience and we thank you for sharing this with us.  We appreciate the feedback about your recent experience with us and are sorry for any confusion that took place during the transition of your original loan officer.  It appears that the status of your loan application was not communicated to you prior the transition of your original loan officer.  We understand how frustrating this must have been once you were contacted by the new loan officer regarding your loan status.  We are sorry this happened.  If you have any questions or would like to discuss this further, please contact us at **************************************************** so we can contact you directly. 

• Initial Complaint

  Date:07/18/2022

  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.

  Ruoff is proceeding with foreclosure on my home after advising me to not pay on my mortgage. I have been in constant contact with Ruoff attempting to complete paperwork they say they sentI never received. Tracked paperwork I received for them to say they didnt receive it after I Notarized and mailed it back. Then to have to wait for paperwork that never was sent to me a third time. Upon receiving my most recent documentation its different from any other paperwork I have received. There has been zero warning or communication of foreclosure. I have been advised three times to not pay on my mortgage between January 2022 and May of 2022.

  

  Business Response

  Date: 07/29/2022

  ****************, we are sorry to hear about your experience, but we thank you for sharing this with us. Once your loan was originated, it was moved for servicing by a third party service provider, *******  We have been in contact with them about your loan and confirmed there were three packets mailed to you dating back to December.  This paperwork is critical and required in order to review you loan for a possible workout option.  As you know from our recent conversations, we have confirmed ****** has now received a complete package for review.  Our goal is to continue working with you directly to navigate this process to help resolve this situation and to stay in communication with you along the way. As needed, please continue to work with your designated contact within Ruoff Mortgage. If at any time you have any additional questions or feedback, please give us a call.