Complaints

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:11/18/2024

  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.

  On August 19, 2024, Robert W*********, a representative of Dominion Financial Services ("DFS") provided me a loan quote to refinance a property located at **** * *****, Cleveland, OH 44120 9the ("Property"). I am aware that loan quotes are not guarantees of financing but I paid the appraisal fee and submitted all required documents. On September 9, 2024 the appraisal on the Property was performed. That appraisal is attached. I and the Property met the requisite loan parameters. As of October, 6 the loan was scheduled to close (see attached email). The loan was then rescheduled to close on November 6, 2024. That date came and passed. DFS then reached out to reschedule the closing. Yet, once I reached out, Robert relayed that DFS would no longer be able to close the loan. When I asked for a refund for my appraisal fee he denied my request. While I cannot expect financing, I can expect to only pay for services that I actually receive. The appraisal was a lender demanded service in order for them to fund my loan. Since they chose not to fund my loan, I am entitled to a refund of the appraisal that is useless to me.

  

  Business Response

  Date: 12/06/2024

  Dear BBB, 
  
  Attached you will find the following documents: Loan Commitment, Copy of Appraisal, Proof the client refused to close.

  This complaint is misleading, and the client is misrepresenting the facts of the situation.

  Our institution was prepared to close the client’s loan, and at no point did we deny the loan or indicate that we would be unable to close. Although there were some delays in the closing process, we never issued a denial letter, nor did we make any statements refusing to close. The appraisal was ordered through an ********* ********** ******* (***), which is an independent third party, and the appraisal services were rendered for a loan that was ready to be closed.

  The client ultimately refused to proceed with closing despite the issuance of a loan commitment and a "clear to close" being communicated to the title company. As such, there is no basis for a refund of appraisal fees, particularly in the absence of a denial letter or any other indication that we were unwilling to proceed.

  Attached are the necessary documents, including proof of appraisal, the loan commitment, and evidence of the client’s refusal to proceed. We respectfully request that this case be dismissed and that this matter not negatively impact our standing, as the complaint lacks factual merit.

  Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:11/12/2022

  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.

  We have repeatedly requested that your junk mail and postcards stop. Please respect our request.

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/14) */ Mr ********** was added to our do not mail list effective 11/7/22. Any mail received after that date had already been postmarked. Thank you. -Jack B*****, Partner

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion Financial submitted an offer to me for a 30-year mortgage refinance on a package of 2 properties. On 4/23/22 I accepted the offer and signed an Interest Rate Lock Agreement. The cost for the rate lock was charged to my credit card in the amount of $875.70. -On 5/17/2021, after the appraisals, I received a follow up 'offer' with unacceptable terms. It must be noted that the change in terms was not the result of a lack of credit qualification or appraisal value but, according to their explanation, because Dominion was simply not able to provide a loan on the subject property according to the original offer and terms. At the least, this was/is a clear failure on the part of Dominion Financial to perform due diligence on their own programs and policies. At the worst, this was/is blatantly unethical if not strictly illegal. -From all appearance this was a Bait-and-Switch scenario. I declined the revised offer and demanded the return of the amounts paid for the rate lock and appraisal fees. The appraisal fees were ultimately returned but the rate lock was not. -The rate lock agreement specifically states: "If your loan is denied for the program you have locked, the "lock" will no longer be valid or transferable to other loan programs or lenders, and the Lock Cost will be refunded. However, if your loan request is approved but you fail to close the transaction on time, the Lock Cost will be non-refundable." The requirement of Dominion Financial to return the cost of the rate lock is clear. -I was told on numerous occasions that the fees paid would be returned. I was sent an email stating the approval of refunding the rate lock and the appraisal fees via check and overnight mail. I received the overnight package and a check for the refund of the appraisal fees, but the rate lock was not included in the refund check. I was subsequently told "I was not approved for the refund". -I am demanding a full refund of the rate lock charges in the amount of $875.70

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 8, 2022/07/25) */ Good morning, this matter was already being resolved. The refund was always due, and was in process. There is/was no dispute. The refund was processed last Wednesday. Thank you. -Jack B*****, Partner Consumer Response /* (2000, 10, 2022/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The disputed amount has been refunded.