Complaints

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

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• 

  Neighborhood Assistance Corporation of America

  225 Centre St Roxbury, MA 02119-1288

• 

  NACA

  1094 Hertel Ave. Buffalo, NY 14216

• 

  Neighborhood Assistance Corporation of America

  1716 14th St NW Washington, DC 20009

• 

  NACA

  5800 Beach Blvd. Suite 102 Jacksonville, FL 32207

• 

  Neighborhood Assistance Corp of America

  1876 Raoul Wallenberg Blvd STE B Charleston, SC 29407

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:04/04/2025

  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 have been in the NACA program since 2023 and I feel like no progress. This process has been frustrating at times, which I expected to some degree as its entirely new to me. However, I did not expect this type of support or communication from NACA, an organization I turned to for guidance and advocacy. Most recently I received a email from my counselor with a tone that suggested that she no longer wanted to work with me, and suggesting I request another counselor . This will be my 3rd counselor if this happens. I have expressed my disappointment with the process and her correspondence with no response. At this time Im no longer interested in moving forward with the NACA program.

  

  Business Response

  Date: 04/08/2025

  We are in receipt of your concern as it relates to your progression. NACA is here for our members for as long as required. Just like any other company/organization there are actions that take place that are beyond our control. The only way to correct or resolve the concern(s) of the customer is to immediately assign you a new counselor (with ****. review & approval)NACA always looks to improving our processes.
  We see you begin working with one of our counselors in 2022 where you received an Action Plan of items that would need to be addressed to NACA Qualify. No action was taken for the year 2023 until 2024 when Mr. ****** restarted the process. When theres a break from our members new items need to be updated to the member portal since circumstances may have changed. The same Action Items needed to be addressed. Tax returns are required unless you are not filing due to **********.
  Mr. ****** asked to be reassigned a new counselor that was honored on 11/2/2024. The newly assigned counselor reached out to introduce herself on 11/15/2024 & to offer when ready to schedule the appointment within the member portal on the counselors calendar. The counselor has since scheduled with Mr. ****** for 1/21/2025 & 4/3/2025 with a detailed message that items were missing that were required to have a successful session.
  As mentioned NACA is going to be here for our members for as long as required. This also requires the members readiness to proceed. We would love to continue the NACA process while understanding the decision ********* wishes to no longer work with NACA. We wish you the best on your path to homeownership.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  The details in this response is not entirely accurate also at no time did I request a new counselor. I was assigned a new counselor and told that the counselor the I was working with was no longer with NACA. My issues isnt with the Action plan. I take issue with the fact that the action plan keeps changing and when i tried to have a better understanding of why things are need. I was sent a letter from my current counselor with the a tone suggesting that I had some sort of issue and offering me to change counselors once again. I feel like that would do me a disservice to now have a third counselor and I would possibly face having to restart the process once again. Again I must stress that I never requested this counselor I was assigned to her. 

   

   

  

  Business Response

  Date: 04/14/2025

  Thank you for your response. However, our files are narrated in detail. Our company motto if the file is not narrated in detail .it didnt happen.
  As mentioned, when a counselor decides to leave or move with a new department. NACA reschedules the member to a new counselor asap.  The new counselor has been proactive in assisting Mr. ****** with the NACA qualification.  For NACA Qualification our members must stick to the counselors guidance to meet this goal.  The last communication from the current counselor was dated 4/3/2025 as a follow up of interest.
  NACA is happy to continue the process of leading Mr. ****** to Homeownership. We must meet compliance to get this point. We wish Mr. ****** the best if he decides to move forward in a different direction. 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Hello,
   
  My concerns and initial complaint were regarding the email I received from my counselor suggesting that I be reassigned to another counselor. After our Zoom meeting, which I believed went normally, I was surprised to receive such a email .  At no point did I express dissatisfaction with the process, so this unexpected recommendation makes me feel as though she did not want to continue working with me though Im still unclear on why.
  
  Whats especially upsetting is that if I change counselors this would now be my third counselor, and i feel like Id have to restart the entire process again. This is verydiscouraging. Which is my reason for feeling like maybe I shouldnt try to move forward. Someone from NACA did reach out to me to and mentioned they would review my file with my counselor to help  futher clarify the situation. Im still awaiting a return call.
  
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/06/2025

  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 received a loan through NACA with money held in escrow (over $13,000) for the repair of a roof. My vendor has submitted a bid for the repair of the roof but despite complying with the program requirements (i.e., have vendor submit a bid for the repair) the NACA HAND Department has continued to threaten me with default action and has not addressed the vendor's bid or approval. It doesn't make sense that if the requirement for the repair is to have the vendor submit the bid and a bid has been submitted, that they would threaten default action when the ball is in their court to approve the bid and move the process forward. Instead, I am being threatened with default action even though I complied with the program requirements. This doesn't make sense at all. They are illegally trying to keep my money.

  

  Business Response

  Date: 01/29/2025

  Hello, we do apologize for the delay in response to this complaint which is currently being reviewed to make a determination in response to Ms. ******* The concern is certainly not avoided it will require a higher review from the NACA organization 

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  Matter is still not resolved. NACA imposes unreasonable guidelines. I went from having a small leak and after reporting to NACA that it was urgent to release funds for the project, they failed to act efficiently, which caused further delays and more damage. NACA still has my funds, which I will need to make repairs due to their continued negligence. This is in addition to vendors not wanting to be part of the NACA network and the ones that are tend to take advantage of homeowners in a predatory manner, by charging thousands upon thousands of dollars higher than the going rate. 
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/07/2025

   NACA has carefully reviewed *** ****** file in completion. *** ****** received communication on 2 occasions 1/6/2025 & 1/9/2025 (by email to include all parties of *****/CEO)by NACAS HAND National Director with specific instructions on how to proceed.  NACA Rehab Coordinator prior to 1/2/2025 reached out to schedule a time to go over what was needed in detail & even further offered to speak with *** ****** at least once a week. Services to speak with *** ****** were provided.
   *** ****** signed the Rehab agreement and NACAs Neighborhood Stabilization Agreement which details both lender default options and NACAs Event of Default terms. (A time frame was provided).  *** ****** direct experience is due to not following the terms of the NACA mortgage & program guidelines.
  
  
  .

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  NACA is lying. I informed NACA that I had an active leak and that my situation was urgent and they failed to take any action for another two weeks when they finally issued a Notice to Proceed, meanwhile still threatening to default me because I was ready to proceed with my own funds because it was emergency. The damages at the time I told them I had an active leak would've been a few hundred dollars but because NACA failed to take efficient action due to its practices and policies that fosters predatory behavior against buyers, despite NACA  touting itself as anti-predatory and receiving millions of dollars in federal funds, my ceiling caved in and the ultimate damages are now $1100. This is a direct result of NACA's inablity to timely followup on messages and take immediate action in urgent matters.  NACA can try to spin it however they want to try to ***** accountability but those are the plain facts. NACA's HAND **** policies are predatory and NACA's inability to respond timely to urgent matters has resulted in harm and damages. I know if this is happening to me that this has happened to others. I am contacting investigative reporters to report on this in the hopes that NACA changes its policies, becomes more transparent and accountable, and prevents others from similar experiences. 

  If anyone would like to join and add to this investigation, please email ********************************.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/06/2024

  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.

  Around 11/2024, I was assured this program could help us. My husband I had been the home we now live for close to two years. The owners gave us 30 day moce out, so my neighbor had purchased his and I spoke to his realtor and loan officer. They were able to work out agreement with the owner to purchase after going through credit counseling. But the loan officers words were recanted at the end, a family member told me about this program. After doing some research I felt lifted, we had a chance. We took the mandatory homeownership class as instructed. We had finished Yippee, so I thought. Upon just trying to get my memberships course password/code was just the beginning. After several tries I reached out to the number listed as corporation and Spoke with ******** *****. I thought this would get us to were we wanted to be and that is to be able to buy, not least but buy giving our 2 girls a staple family owned home which would be passed.down. I logged in it allowed me to begin answering the questions. I got to leasing history, I was happy because we paid our rent and just when I tried to download it, the troubles began once again. I took a screen shot of the issue we were having requesting help, that email was 11/21/2025 addressed to the person the site stated was Liver ***** enclosed with the message we continue to receive. I did not recieve a response assuming they were busy, so again I tried this time it took the information. So I proceeded on, only to run into another snag, it refused to allow me to download my husband's 22 and 23 tax papers. Today I noticed an email from The person L.Tincoco, it was asking me to pay for something we had paid for before I even began downloading my information. I check my account and a $49.0] payment had been recieved from A site saying NACA. as I began investigating more, I went back to download my husband's I.D it came back no account? Out supposed 0/2025 supposed meeting was removed.

  

  Business Response

  Date: 12/11/2024

  We are in review of Ms. ****** concerns with uploading documents to her member portal. During the Homebuyers class . each member is assigned a NACA ID which allows the member to upload documents to their personal member portal. During the workshops we request that our members take a live webinar of choice on Mon/Wed or Saturdays> www, ************************** > Live webinars.
  (NACA Members get a step-by-step overview of the Member Portal. Learn how to navigate the interface, upload documents, find your status, complete tasks, and more.)  During this class demonstration. Members have the option to seek assistance by visiting their local office to use the Kiosk by a member of our staff /contact the National line or seek assistance *************************************
  Also, within the same class to get ahead with scheduling the appointment session. The member can schedule the appt with 1) Member Information 2) Rental History 3) Member Payment &the remaining documents must be in the member portal by the time of the scheduled appointment session.
  The current Membership or Participation fee is $36.00 per year per household from the day the first member signed the NACA Agreement. The Membership fee for the year you join is pro-rated based on the month the NACA Agreement is signed. The pro-rated fee is $3.00 per month. If you are an existing member or coming back into the program, youre responsible for the current and previous year. (This information is within every member portal) The individual credit report fee is $7.50)
  
  Ms. ****** portal needs to be address & we are more than happy to assist. We suggest that Ms. ***** attends a live webinar on either day suggested & if additional assistance is needed to stop by her local office for assistance. We have the same focus on moving Ms. ***** to the next step of scheduling the appointment session. We look to hear from you soon! 

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:I have reviewed your response, I do not accept it. I have enclosed my bank information  which shows  that the funds were removed from my account. I have also  included my emails to the Naca counselor  provided.  I will credit ********, the first Naca **** by which  I had the pleasure  of having her help  me to verify my Homebuyers orientation.  I was unable  to enter my information  in order to get my memberships  number. Her quick  response was extremely  helpful,  and for that I was grateful.  So now I move foward, I was able to gain access  to the portale and beging answering the questions. It was that point I had  used my card in order to pay for the membership  and what  I read the additional  was for the  credit check.Sirs, myself  and husband were elated, and very excited. I insured my husband's Information  was available  easily  for me, in order to submit, only because he works 2 jobs in ****************; 5-6 days a week, so when I entered  not just some of his information but mine as well, it was time for me to ensure his 2 years of taxes would be included,  and due to his 1 job they do everything o line, they do not give paperbacks its via direct deposit, and they (the employees) have a personal portal where there stubs are listed. As you can see by the emails  I sent to Livie, I immediately  addressed  the issue, to no avail did I ever get a response from her until she sent the email demanding  the payment which as you can see was paid via my Bank of America account.  So even on that day I was downloading,  and upon seeing that email, I did respond immediately.  To my surprise As I explained to her that I thought I paid, but when I saw it was indeed paid to your organization. Because I noticed a second demand  for payment as well as stating my appointment had been removed due to us not providing  our information. That was not a complete truth. After Livie never responded, we thought it was us, so we began to use my husband's laptop, it showed that information  being saved. It suddenly  disappeared  the very same time I began looking into the funds, because #1. We went back to the portal  and thought lets look at items purchased,  when it showed 0 purchases, I retuned to *** site and it listed a number by which I could call if there was a dispute. I contaced that number **************, on 12/06/2024. The female whom answered  after I explained  my call, she informed me that I had the wrong number, however she worked for Naca she was an agent, she went on to say she gets these  type calls a lot, it wasn't  until she began asking me for information that I didn't feel comfortable  giving, especially  when  she herself stated I had reached the wrong number. So your information is only lightly  correct, because we had entered our information, had I not why would it allow us to make the appointment.  Now to honestly  respond to your statement of me/ us not attending the must attend weekly classes. No we hadn't  we were so busy trying to get our information to stay, it was an oversite. This program was going to be used toward my non profit organization  for women,  So to have as you have implied  sabatoge  our enrollment  is far fetched. Everyone  who knows me I want to help others just like myself with development.  I am working toward  beginning my epoxy business,  amongst other goals. I/we thought this was our miracle and I was excited, not lazy or irresponsible.  As I stated thank you for your response, but true I did not go to the office  nearest me. I have 2 girls yet in school, I also just completed  classes by which I paid for, toward the betterment of my epoxy skills. So me living in ****** and the nearest office to me is ******, I had to arrange the trip, because 12/06/2024, I contacted  *********** again and again I recieved the best help she could offer  and that was because  this issue happens alot, I should head to the nearest office and download there, even advised me to first send my husband  and self emails of all out files and it should be better. As stated I had to  complete  my epoxy training, then I must ensure my girls won't be missing any lessons that are highly important. 

  Sincerely, 

  Mrs.****** *****

  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/20/2024

  In response to Ms. ***** rebuttal was initially not receiving assistance with NACA on the uploading of documents to the member portal. NACA has explained the process in the initial response.
  Now we are addressing a payment to the member portal that is required to schedule an appointment not a demand. With the orientation for the live webinar, we advise that to schedule your session ***** get a head start your membership pay, member information ***** member payment is required ***** by the time of the appointment the remaining documents must be in the file.
  There is no command nor demand with the NACA program.  READINESS The Members income stability and payment history are used to determine if a member is ready for homeownership.  Counselor will work with a member for as long as it takes to become NACA-Qualified.This is NACA s focus whenever the member wishes to begin and when the member is ready, they would upload the documents to the member portal ***** schedule the appointment session to begin working with a counselor
  When Ms. ***** wishes to proceed, we will be here for Ms.***** ***** her family. We have our national line as well as other resources we have provided. If Ms. ***** does wish to proceed with the NACA program, we wish the best on her path to homeownership. Tell us why here...

• Initial Complaint

  Date:12/06/2024

  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.

  Formal Complaint Regarding the NACA Program Dear Better Business Bureau,I am writing to file a complaint regarding the mishandling of my case by the Neighborhood Assistance Corporation of America (NACA) during my attempt to purchase my first ******* January 2024, I began the homebuying process under the guidance of my counselor, ****** *******. I provided all requested documentation, including bank statements, credit reports, and rental history, and resolved any issues promptly. By May 2024, I was approved to begin my home search.I found a home, hired a Realtor, completed an inspection (paid out-of-pocket), and placed $5,000 in escrow. However, closing was repeatedly delayed without explanation. My Realtor and I reached out to Mr. ******* and other NACA representatives multiple times but received either delayed or inadequate responses. My case was eventually transferred to ***** ****, who was tasked with expediting the **********. Exum informed me that Bank of America, NACAs lending partner, was scrutinizing my application because I am a Section 8 participant using a housing voucher. This caused further delays, and I was told Section 8 participants face additional scrutiny to prove eligibility. In July 2024, after two months of delays, the seller backed out of the deal. I lost my $5,000 escrow deposit and inspection costs, totaling thousands of dollars.I later learned that a late payment on one of my billspreviously dismissed by Mr. ******* as a non-issuewas cited as a contributing factor. This lack of communication and negligence by NACA representatives directly caused the loss of my home and financial investment.I am requesting accountability for NACAs mismanagement and guidance on recovering my financial losses.Sincerely,******** *****

  

  Business Response

  Date: 12/11/2024

  NACA has since spoke with Ms. ***** & understands the concerns that she has expressed. Management has spoken with Ms. ***** & now ready to move forward with the process. Pleased to move forward with America's Best in America's Mortgage 

• Initial Complaint

  Date:10/28/2024

  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.

  I was charged $61 for member service Naca has only conducted 1 counseling session. For over 2years Naca has changed my counselor over 5 times each time having to wait for a session to be scheduled the online portal is hard to navigate and often times don't allow entries. I stated this to Naca and was told it can be done later but you can't move forward with uploaded info. The process is very tedious. I requested an in person session and was told they were out of the office. Over many **** of little to no service I decided to cancel. I requested a refund and was told I would get an email when the refund processed. I never got an email. I made a second request and was virtually told the same thing still nothing. Naca representatives told me that I would be refunded but no refund received to date

  

  Business Response

  Date: 11/01/2024

  *** ****** started the process on 3/12/2020 with a scheduled appointment set for 6/4/2024.The counselor reached out by zoom for the session that was not met by ******.  Another appt session was scheduled & current counselor was unavailable (personal) However the session was met by a counselor who filled in.  Member received an Action Plan that describes her timeframe for Homeownership. Based on the current situation at that time *** ****** decided she did not wish to proceed with the process & was issued a refund check from the **********************  (10/8/2020)
  On 4/24/2024 *** ****** returned to the program & was assigned a counselor who provided counseling to *** ****** who advised *** ****** could be ready for homeownership during the session on 7/1/2024. This counselor did move forward from the company.  
  
  *** ****** was assigned a new counselor immediately on 10/3 /2024 & was deemed a no show for the appt.  The counselor reached out & was advised by *** ****** she did not wish to move wait the company &asked for a refund.
  
  NACAs policy is when a member receives counselor there is no refund issued. *** ****** received counseling & received an Action Plan. Accounting will make this determination. However, *** ****** may continue with the NACA process & may possibly not receive a refund
  

  Customer Answer

  Date: 11/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  Rejected

  Naca did refund previously but those charges were re applied when I started the program April 2024. So actually I was charged for no services from 10/20 through 04/2024  I had to reattend a workshop therefore i was incorrectly charged I should have been treated as a new member. I stated I had a counseling session. That didn't result in any action. Again the member portal is a DIY and it doesn't allow you to proceed if you get stuck  the expectation is that you explain and attach on profile of how you spent $20 three months ago. I mentioned this and was told we get to it later. Later never came because i was reassigned to another counselor. As is the nature of Naca.  And I was never a no show. I tried the zoom mtg log in it didn't work. I called and left messages minutes after trying to login. No response from the counselor. Next thing you know I was reassigned. So the track record is to get a session wether successful or not then get reassigned.   No traditional homebuying process expect payment until you purchase the home. And they are thier with you every step of the way 

   

  
  Regards,

  *********

   

   

  

  Business Response

  Date: 11/13/2024

  We are sorry to hear that you do not agree with our policy. Once you are counseled & receive an Action Plan, we are not required to provide a refund.
  Additionally, when a counselor decides to move forward its beyond our control & immediately, we assign you to the next available counselor. The file was assigned twice &currently with an active counselor.
  NACA also states that we are here for our member(s) for as long as required until they become Homeownership ready.  We see you have recently contacted the current counselor of potentially starting the process again.
  NACA would like the opportunity to further provide counseling to prepare you to become homeownership ready. We understand that you may not wish to proceed & wish the best on your path to homeownership.

  Customer Answer

  Date: 11/14/2024

  I contacted him to ask about my refund and ask a question about office assistance however as usual no assistance was offered. Im still waiting for a person from the Sacramento office to contact me for a in person appt. And as I stated before this is why i will not continue with Naca. No in person service zoom or otherwise isnt hands on and naca only impedes the homebuying process to make members pay for laxadazical non assistance. I will now forward to an attorney since Naca refuses to refund $ due to inadequate service 

  service. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:09/11/2024

  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.

  I have been enrolled in the NACA program since February 2024, and my experience with the Detroit office has been nothing short of frustrating and disappointing. From the beginning, the process has been marred by a lack of clear communication and persistent confusion. Despite my best efforts to follow the plan set before me, I have encountered severely delayed response timesif I receive any response at all. I am repeatedly promised callbacks from my counselor, but weeks go by without any follow-up, leaving me in a constant state of uncertainty.This lack of communication is compounded by the fact that I have been given conflicting information about key timelines, which only adds to my confusion. As a result, I have no clarity on my next steps, and I feel like I am being left in the dark. I have fully committed myself to following NACAs guidelines, yet I am met with delays and shifting goalposts that make it seem as if homeownership through this program is out of reach.Its particularly disheartening that an organization supposedly dedicated to helping Black and ***** communities achieve homeownership is falling short of its mission. I feel as though I am being unfairly scrutinized and punished by a program designed to uplift people like me. The lack of actionable planning and transparency is beyond discouraging, and I am losing hope in the process that should be providing me with the support I ******* this point, I am requesting clear, consistent, and timely communication, but even that seems like an uphill battle. I am genuinely starting to believe that I will never achieve homeownership through this program, despite my commitment and hard work. I am asking to be contacted by a representative from NACA Headquarters in ****** to discuss potential troubleshooting solutions, as I believe my concerns need to be escalated and addressed immediately.

  

  Business Response

  Date: 09/27/2024

  Please excuse the response of delay as the member’s concern is of importance to our organization
  Ms. Hall was contacted on 2/17 for a schedule of appointment. On 2/22 Ms. Hall attended a in person meeting with the counselor.  Ms. Hall was provided an Action Plan …. A Action Plan is provided to each member after each session that details the items that need to be completed by the next scheduled session.
  One of the Action Items is Payment Shock Savings. PSS is required if the mortgage payment the Member desires is greater than the Member’s current affordable rent. A meeting was scheduled & the meeting was met on 3/1/2024.
  The file was submitted to the Underwriting that in return expressed the conditions to the counselor & our member Ms. Hall. Conditions were with Ms. Hall’s member portal that is personal & secured. The member can see updates as well as status to this secured portal.
   On 3/11/2024 M.s Hall spoke with one of our National Representative who expressed per the file narrative the Action Plan/Conditions was not yet completed. This is a very important aspect if the member wishes to become NACA Qualified. Without completing these items, the counselor cannot move forward.
   On 4/12/204 the counselor contacted Ms. Hall & expressed the one item needed to move forward with NACA Qualified. With a target date expectation set. The counselor advised of the day he would contact Ms. Hall before the target date. The file was resubmitted back to the UW based on Ms. Hall’s new job offer.
  
  The communication continued between the counselor & Ms. Hall with only 1 personal exception in which Ms. Hall was made aware of. The counselor followed up & has with detailed notes to our NACA system. Last in person Ms. Hall spoke with the counselor on 9/11/2024.  File was returned by the UW to the counselor with the requirement to meet NACA Qualification.
  9/13/2023 Counselor discussed with Ms. Hall per Underwriting criteria that Ms. Hall must complete in order to become NACA Qualified. Ms. Hall has to complete the item addressed om the Action Plan.
  The process cannot be forced member must complete & follow the counselor guidance which is policy as well as UW criteria must be met. The counselor goal is the same as the member >>. NACA Qualification. y here...

• Initial Complaint

  Date:08/17/2024

  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.

  NACA making clients run in circles for their own benefits,I have been with NACA for over 3yrs and have yet to be helped in my benefit, Since NACA is a ********************** I believe that they really aren't in the help home finder business,They seem to be just for looks and not closing on Houses,I am very disappointed in there services,I have yet to know of anyone closing on a house,I understand the proper ways of going through house purchase but it seems to me in hat they will find any little thing to try to disqualify you from getting a house, I was hoping that it wasn't about my Color or Gender but it's looking more And more that it's the problem not getting any help with closing on a house.

  

  Business Response

  Date: 08/20/2024

  NACA is a HUD CERTIFIED AGENCY
  
  The Fair Housing Act prohibited discrimination concerning the sale,rental and financing of housing based on race, religion, national origin or ***.
  
  NACA has no consideration of the credit score. The program is character -based underwriting. NACA determines an affordable mortgage payment based on the members rental payment and documented savings if requesting a mortgage payment greater than their current rent. We look at on- time payment history over the past 24 months.The focus of Payment History is to determine if a member has a history of paying bills on time regardless of the amount of debt. A review of the payment history is a key factor in determining if a member is ready for homeownership.
  As it relates to ************** unawareness of anyone closing on a home. We post daily closings & our NACA Qualifications at our Achieve the Dream Events. Additionally,please review . https//: nacatestimonials.com.  This link will provide closings/race/sex for members from all offices we services.
  We hope that ************** will continue the process after reviewing this information & continue the process to Americas Best Mortgage. However,we understand if ************** decides a different path we wish the best on his path to homeownership.
  why here...

• Initial Complaint

  Date:08/16/2024

  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.

  Alabama mortgage asssistance had agreed to pay my mortgage to Amernat in 2019. I applied again and they paid ***** financial for my mortgage but in both cases they got behind in payments and in both cases the mortgage companys reported it on my credit. I need both removed from all three credit bureaus.

  

  Business Response

  Date: 09/04/2024

  Hello, we do apologize as we are aware of the complaint & the response did not push through. 
  NACA has no records of ********************** in our system.  Neither is NACA a credit reporting agency......we do not consider the member's credit score.   However,if ********************** needs mortgage assistance we have our Home save Department that she may contact directly at ************.

• Initial Complaint

  Date:08/12/2024

  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.

  I registered with NACAs home buying program January 4th, 2024. I paid for a membership with NACA February 9th, 2024 (you have to pay annually). I set up a scheduled meeting with my NACA counselor February 12th, 2024 @2PM Central time (both parties have a recording of this meeting). I informed my NACA counselor that I am ready to purchase my property AS SOON AS POSSIBLE. NACA promises ****************** that they will guarantee pay for down payment & closing costs. (NACA received $3 Billion dollars from Bank of America to fund this program, as well NationalBank CEO $500 million, etc..). My NACA counselor informed me since I am wanting units, I need to have reserves set aside. I informed her I will have the reserve ready BEFORE THE SUMMER 2024. The entire month of March, I collected all the reserves I need to buy my property. I completed all of the task NACA required, except for anything with social media, because I do not have social media at all. I completed my certification of Fundamentals of being a landlord, I had a credit score of 752, no debt, enough reserves for two units ($10k), the interest rate 5.5% 30-years, etc I have been reaching out to my NACA counselor nonstop since April 7th, 2024. *** tried email, *** tried calling, *** tried leaving voicemails, I tried the website, the NACA portal, etc I havent tried headquarters, BBB just gave me the idea to do such. I am a disabled veteran on disability benefits, so its not very easy to come across money. Now Im going back to school, now it even harder to come across money. I cant express how completely scammed I feel, especially knowing theyre going to ask me to renew my membership in four months. My mother ******* ****************, actually went through the same situation WITH NACA as she was pregnant with two children. They are scamming people, please please help My NACA Counselor: *************************** Phone number: *************************** Email: *****************************************

  

  Business Response

  Date: 08/20/2024

  We would like to extend our delay in response to the message sent.
  
  ********************** graduated from the workshop 1/27/2024 with a scheduled appointment for 2/12/2024 that was met by the counselor as mentioned. ********************** was provided with an Action Plan as every member receives after each appointment session.
  An Action Plan is given to every member at the end of a counseling session detailing the steps Members must take to become NACA Qualified or Credit Access approved and the corresponding timeframe.
  The counselor also advises when the member has completed the Action Plan h/she must reach out to the appointment with the counselor on moving forward.
  NACA files are narrated each time the member contacts the National line 2/12/2024 was the last communication.  
  The credit score is not considered. The program is character base lending. We look at on-time payment history over the past 24 months. In addition to on time rental history. The focus of Payment History is to determine if a member has a history of paying bills on time regardless of the amount of debt. A review of the payment history is a key factor in determining if a member is ready for homeownership.
  If ********************** would have followed up & reviewed her personal member portal, she would have seen the file as unassigned & contacted the National line to find the counselor is no longer with the company.  A new counselor would have assigned to continue the process.
  We would like to continue the process with ********************** would like to continue the process by updating the member portal & scheduling the appointment. We look forward to hearing from ********************** soon! 

• Initial Complaint

  Date:07/10/2024

  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 have been a member of NACA for home purchase. I started my journey with them in September of 2023. With NACA, theres a multi step process to get to the home purchase phase which I have gotten to in April. During this process I have looked for homes, paid inspections and ******* money deposits and have been under contract twice. As of Monday July 8th I was told after looking on my NACA member portal that I did not qualify for home purchase because my counselor did not process my paperwork correctly. Prior to this discovery communication was not effective. I would have never been able to move forward in the NACA home buying process if I did not complete all the requirements, which I did to get to the Housing Search portion. I have spent thousands of dollars during my process to be told a few day ago I dont qualify and I am under contract. I am highly disappointed. I have contacted the *** a few days ago and no response as of yet. My time has been inconvenienced and money lost.

  

  Business Response

  Date: 07/16/2024

  NACA has received the complaint from ************** and understands the frustration. However,NACA has a policy/guideline we must follow that has to meet the requirements of NACA & of our Lender. ***** of America)
  The credit score is not considered. The program is character base lending. We look at on-time payment history over the past 24 months. In addition to on time rental history. The focus of Payment History is to determine if a member has a history of paying bills on time regardless of the amount of debt. A review of the payment history is a key factor in determining if a member is ready for homeownership.
  NACA in addition performs a full document underwriting of the household finances before we qualify one to shop for a house.  That includes credit, asset statements, rental and income verifications, complete income docs, explanations, etc.  The result is that virtually every NACA loan close provided the property appraises and there were not significant undisclosed property condition issues that come up later. 
  **************** student loans exceeded DTI ratios in addition to funds needed the file was declined for the property eligibility. The member also was not present for the home inspection that would be required.
  The counselor continued to provide counseling along with mgmt. in contact with ************** to explain as to why the amount qualified for originally was the wrong dollar amount & why the file was credit access denied. Mgmt. asked for updated documents to try understanding how to assist **************. She was not pleased about asking things she felt she had addressed.
  The National Mortgage UW Director also involved & expressed documents needed to reevaluate as there a couple of issue that came to attention > ************** did not maintain a savings pattern limiting the qualification amount to approximate rent and student loan liabilities increased lowering your PITI approval amount with Debt-to-income ratio as a limiting factor. The Director also contacted ************** who was not willing to put in the additional efforts & provided ways to resolve the concerns of **************** complaint
  NACA has been there in efforts to assist ************** to continue the path to become homeownership ready & was not turned away. Ms. *********** can contact NACA to continue the process & if unwilling we wish the very best on her path to Homeownership