Complaints

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

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  Stockton Mortgage Corporation

  88 C Michael Davenport Blvd STE 100 Frankfort, KY 40601-4389

  
• 

  Stockton Mortgage Corporation

  519 Hampton Way STE 9 Richmond, KY 40475-8885

  
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  Stockton Mortgage Corporation

  120 S Highway 27 STE 3 Somerset, KY 42501-1784

  
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  Stockton Mortgage Corporation

  2031 Celadon Dr NE Suite B Grand Rapids, MI 49525

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  Stockton Mortgage Corporation

  4150 Fort Campbell Blvd., Hopkinsville, KY 42240

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:11/15/2024

  Type:Billing 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.

  A certificate of occupancy (CO) was issued on 9 Sept., i called the following week. A representative said the CO was received but nothing had happened. She stated she would take action. Interest rates bottomed out mid September and i had not heard from stockton for several weeks. I called and there was apparent issues and spoke with a supervisor Supervisor told me all was ok and not to worry. He told me the rate lock would be a lower interest rate and it was being finished up… and my first payment would move from 1 DEC to 1 NOV. On 31 OCT, still no contact… 3 voice mails and two emails were sent to the local supervisor called me and said my first payment was moved to 1 Dec and the loan modification would be finished immediately. A week later no info and i left a voice mail and ended up getting a call from the head of customer loyalty . He was flabbergasted and said i was in no danger of getting screwed on the interest rate because of their failure Quote “we will eat it on the margins to make this right” The Chief Operation officer (COO)called the next day and told me the interest rate was 7.5… which i told her was unsatisfactory because of their error delayed the conversion. She called back and said the interest was now 7.25. The interest rate bottomed out in mid Sept at 6.13. She would only align the interest rate to 1 OCT. The failure to properly process this conversion will cost me tens of thousands of dollars over the loan term and they refuse to fix this. To quote the COO, thats all they would do. let me reiterate… all actions on this loan were initiated by me. Their actions didn’t meet Stockton Mortgage standards because the local supervisor had to move my payment date up, only to move it back when they couldn’t execute the conversion… The Chief Operations Officer had to get involved to send me the conversion after another senior manager intervened. They obviously do not care they have gouged me using indifference and lack of action.

  

  Business Response

  Date: 11/25/2024

  Stockton Mortgage Corporation's Chief Operating Officer has reached out to *** *********** directly and we believe this has been resolved.  Modification documents have been sent to *** *********** and we are waiting for those to be returned.

  Customer Answer

  Date: 12/01/2024

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

  Customer Answer

  Date: 12/02/2024

  
  i reject the companies response on the following reasons: (1) when the Chief Operating Officer provided me with the final mortgage rate of 7.5, i immediately refused which resulted in the action of lowering the interest rate to 7.25%.  i then explained that if Stockton had performed thier due diligence, the rate should be between 6.5 and 6.7.  She refused to go lower.  This “bargaining” was done 7 weeks after the construction loan was expected to be converted to a standard mortgage.   (2) I have not spoken to my loan officer in 7 months and she refuses to contact me and i would like an explanation on why this occurred (3) the Mobile Al regional office manager AND the head of customer retention and satisfaction both told me they would make this right and NEITHER has contacted me with what action they took to make it right (4) their (fix) will cost me 20-25k over the life of the loan (5) i fedex’ed all documents back to stockton on 22 NOV and have received no call or correspondence (6) i STILL cant make a payment on line because their system says i don't have a loan with them. i do not understand how a company can be so unbelievable obtuse to their failure to do the job i paid them to do.  they are abusive and have no accountability i want the interest rate set to a mid September rate as it should have been when converting from a construction to standard mortgage and i would like somebody in this company to explain to me why this happened 

  

  Business Response

  Date: 12/16/2024

  Stockton's Chief Production Officer, **** *******, has reached out to the consumer and has come to an agreement on a solution for the issue.  We believe that the customer is now satisfied and will be refinancing with Stockton.

  Customer Answer

  Date: 12/16/2024

  
  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.  The resolution requires actions to be performed in the future to offset the issues that originated the complaint. 
  
  Sincerely,
  
  ****** ***********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/15/2024

  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.

  we signed closing October 2023. it is a HUD 203k loan. the house still is'nt finished. no one will give me answers at this time. ***** ****** will not return my call or email.the draws goes through one site.she wont return their calls. I wanted to terminate the contractors,***** encourage me to keep them and stated she would hate to terminate cause it would take longer..and the Stockton Mortgage in Pikeville,Ky got involved again and asked me to keep contractors. Stockton has given the contractors draws before work has been complete. let the HUD Consultant do picture inspections and not in person. Was paying HUD consultant for travel when he didn.t. I refused to sign papers to release the travel expense.I have made payments for 12 months now and cant live in my house. Our insurance has been canceled and we have been paying extra in escrow and have made payments on time. there has been several times it has went over 30 days and contractors haven't been there. I have to be out of the house i'm in December 1, 2024.. I can't pay rent and a mortgage payment of $1650.10. There is so many complaints on here against Stockton Mortgage. something needs to be done and not accept their excuses.

  

  Business Response

  Date: 11/26/2024

   The issue with this process has been lack of completion by the builder.  Stockton Mortgage Corporation is working with *** ******* to refinance her loan.  We believe the issue with the builder has been resolved.

  Customer Answer

  Date: 11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:   nothing was resolved with the contractors.. stockton asked me to get new estimates.. they let money  draws happen with picture inspections from hud consultant.. i told them the hud consultant wasnt coming to the property and they allowed it to go on. now after all sheet rock is up there still needs to be a plumbing inspection and eletrical inspection..a guy  certified eletrician signed off on it witthout inspection
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/24/2024

  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.

  I received a pre approval letter from Stockton on 5/26/24 for a home we were interested in. I made sure to request the pre approval for the amount we were offering and submitted the letter with our offer to the seller. I supplied the lender with all the documents needed to acquire a pre approval and not just a pre qualification. When speaking to the lender he was made aware of a ***** account that was established to be used for the down payment of the new home. He requested I pay a couple things off and I did. No where along the process was anything hidden from the lender or not disclosed. The week of our expected closing 7/8/24 the lender calls at 5 pm to say he lost our approval. He apologized and said he never would have expected he would lose it, he worked all week to try and recover it and he couldn’t. He wasn’t able to explain why we lost it either, I reached out to other lenders which also declined the loan amount and explained the deal never should have reached the point it did. Not only had we already paid for the property inspection ($550), but also the Appraisal. The appraiser chosen by the lender was unprofessional, he delayed the report by first stating the property was complicated. I then later learned that it was delayed because he had to fire his assistant for drug related issues and she deleted the last 10 appraisals he completed, one of which being ours. l emailed the lender 7/22/24 to request that our appraisal fee of $500 be reimbursed to us seeing as we had to withdraw from the contract because we could not recieve approval for the loan amount and from advice given after later reviewal of the deal should have not of been lead to believe we could close on the property and the appraisal experience. The email has since been ignored without any reply. Very unethical way to do business. I would like the appraisal fee returned at the very least but if I need to push the issue I will be requesting the full amount lost through legal avenues.

  

  Business Response

  Date: 08/02/2024

  Stockton Mortgage reached out to the customer and was able to resolve the issue to the customer's satisfaction. 

• Initial Complaint

  Date:02/28/2024

  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.

  We closed on our house with Stockton June 29, 2023. During the closing, the property taxes were pulled from the sellers check and placed into our Escrow account to be paid in October. Stockton NEVER paid the taxes and now our home and remaining property that belongs to the sellers is delinquent and up for auction 03/18/2024. We have currently been in contact with Stockton for roughly 5 weeks to get this resolved and have been told a different story/excuse every time we called. ***** *********** has done nothing but give us the runaround. Every time we’ve called the dates of disbursement change or they switch back to not knowing why the issue occurred. Claimed he never spoke to my wife after being very rude to her when she was trying to get an update. Tried to speak to ******* manager, ******, but he never would answer and never responded to our calls. When we tell them about our property going to auction they say that our property selling at auction isn’t as big of a deal as it sounds. Are you kidding me???? If they did their job to begin with we wouldn’t be in this situation. It’s absurd. I would not recommend this company to our worst enemy.

  

  Business Response

  Date: 03/09/2024

  Stockton Mortgage Corporation strives to provide the best service to our customers.  We regret any inconvenience this matter has caused.  Stockton has paid the taxes including any fees while we investigate further.  After we complete our investigation we will provide an explanation to the customer.  If you wish to discuss further, please contact Stockton Mortgage Corporation.

• Initial Complaint

  Date:02/15/2024

  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.

  This company is awful. They have made a heloc turn into a 4 month long event with weeks of no communication. I specifically want to call out Ian who would go weeks without contact and finally told me I just need to go somewhere else. I feel this company is very unprofessional and doesn't care about anyone else's time. I would highly suggest looking else where for any mortgage needs.

  

  Business Response

  Date: 02/25/2024

  We have completed our review regarding the complaint.  The delays in this loan process were caused by Stockton not receiving the verification of employment for the co-borrower on the loan application.  The appraisal came back on the property and it was significantly lower than the borrower expected.  Our call records show that our loan officers reached out to the client several times while waiting for the verification of employment and when the appraisal came in, there was not enough equity in the home to proceed with the loan.

  Stockton strives to provide each client with excellent service.  In *** ******** case, we were not able to make a loan due to circumstances that were not in Stockton's control.  We feel that our loan officers reached out to *** ****** to keep him informed of the status of the loan application process and that we were waiting on the verification of employment for the co-borrower.   

• Initial Complaint

  Date:05/30/2023

  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.

  I went to Stockton mortgage at the beginning of September to get a home loan. ***** ********* was the loan officer. He got me prequalified for a loan. We found a home and did all of the things he asked. We had some issuers with the inspection. The owner fixed those issues. Me ********* asked for my credit card number then he completely drained the card for the inspection. He knew my income disqualified me for the loan. After selling my home only after he assured me that the loan would close the end of the week two months later he told me that I was turned down for the loan. I went to another mortgage company and they told me he should have never pre qualified me for that loan. I have recordings and documentation such as emails. *** ********* breeched his fiduciary duty as a loan officer. This man nearly caused me and my children to be homeless.

  

  Business Response

  Date: 06/02/2023

  Stockton Mortgage Corporation respectfully disagrees with the mortgage loan applicant’s description of the situation. The preapproval letter was issued based on the information the applicant provided to her loan originator at the time she first spoke with him. The applicant received a copy of the appraisal Stockton was required to obtain after the applicant signed an Intent to Proceed with the loan. A refund of the appraisal fee is not warranted.

• Initial Complaint

  Date:09/07/2022

  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.

  We went to ******* ****'s for a mortgage loan because she was referred to us by our realtor. Everything was great to start out. We got pre-approved, we signed a contract to build a house, and we paid an extended lock fee of $2,000 to lock our rate in. Then ******* started saying she needed different documents from us. She needed paystubs every time I got paid and she tried to switch us to an FHA loan after we were preapproved for a conventional fixed loan. This was what made us start to get hesitant about the company we were using. ******* stated that it was because of Fannie Mae guidelines and because my paystubs didn't equal 40 hours consecutively. After this we decided to switch to a different mortgage lender because we didn't want to do an FHA loan after being preapproved for a different loan. Our new mortgage lender also uses Fannie Mae guidelines, but they have no issues with paystubs or consecutive hours. So if both companies use Fannie Mae guidelines, why was Stockton giving us so much pushback and trying to make us do an FHA loan? Why would my hours not being consecutive effect anything? My yearly income is 50K and my fiance's is 47K. Because my hours don't equal 40 hours should not effect anything if I'm still m****g enough money. I understand the extended lock is 'nonrefundable' but Stockton is extremely shady and practicing malicious business practices. Them trying to blame things on Fannie Mae guidelines is inaccurate since we got a loan at a different lender also using Fannie Mae guidelines.

  

  Business Response

  Date: 09/20/2022

  Someone from our Executive Team has reached out to the customer to investigate the complaint.  We are waiting for the customer's response.

  Customer Answer

  Date: 09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  ***** ****** was absolutely no help. They basically scammed us & stole from us. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/11/2022

  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.

  Received a cancelation notice from our homeowners insurance because Stockton Mortgage hasn't paid our premium. We've NEVER missed a payment! Our insurance and taxes are supposed to be paid from escrow. This is UNACCEPTABLE!

  

  Business Response

  Date: 09/22/2022

  Due to Privacy Laws, we are unable to discuss the details of any transaction.  Our records indicate that this issue was resolved and we have been in communication with the consumer.