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:07/22/2022

  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.

  On 07/21/22 I filled out an application with lower.com to apply for a Home eequity line of credit, the mortgage officer told me that he will ddo only soft inquiry and I confirmed with him, I said don't do a hard inquiry and he agreed, 45 minutes after I spoke with him, he pulled my credit as hard inquiry without my permission, I am not okay with that, how can he pull my credit without my permission His name is Sean ******* ********** Loan Advisor NMLS XXXXXXX, the call was recorded and they can review it and confirm I never authorized for a hard inquiry . Not sure who exactly did it lower. Com or Sean, I tried to file a dispute with Expirean and the said can't do it, I need to contact lower lLC, when I contacted them they keep saying it's soft not hard

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/29) */ We sincerely appreciate Mr. ********'s ('Applicant") taking the time to express his concerns regarding his experience with Lower, LLC ("Company") and his loan application. It's never our intention to add undue stress when our consumers seek financing options to accomplish their goals and we regret any unmet expectations. By way of background, on July 21, 2022, at 4:04 pm EST Mr. ******** spoke with a licensed mortgage loan originator, Mr. Sean *********** regarding a HELOC application. It was stated on the call that Mr. Cunningham will need Mr. ********'s permission to obtain a copy of his credit report to review Mr. ********'s credit score and liabilities as part of his loan application. Mr. ******** granted permission to a "soft" credit pull. It was then discovered that a user error occurred and a hard inquiry was completed by mistake. On July 21, 2022, at 5:55pm EST, Mr. ******** contacted Lower's Customer Care Department ("CARE") in response to the incident. CARE then escalated the matter to Lower's Compliance Department, as well as Mr. Cunningham's appropriate managers. The following business day (July 22, 2022), CARE received Mr. ********'s email, time stamped at 1:34 am EST, in which Mr. ********'s continued to share his frustration with the incident. Accordingly, CARE responded to Mr. ********'s and advised that the matter was promptly escalated to senior leadership and currently under review. On July 22, 2022, at 11:47 am EST, the Compliance Department completed its internal investigation, and as a result, they facilitated a credit suppression to remove Lower's inquiry from your credit report. On July 22, 2022, at 2:30 pm EST, our Customer Care Department informed Mr. ********'s via email of the Company's corrective actions. Please be advised that credit suppressions can take up to 30 calendar days to take effect. Our offices continue to strive to provide the best customer service to our clients, and we're sorry to learn of Mr. ********'s negative experience with us. We thank Mr. ********'s for providing his much appreciated feedback, and if he has any further questions/concerns, he can contact us at XXX-XXX-XXXX or email at ****@lower.com.

• Initial Complaint

  Date:07/20/2022

  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.

  So on May 27, 2022 I signed official closing paperwork on my refinance I was promised two months of paid mortgage which should have been $1453 a month for two months upon reviewing my paperwork they only gave me one month and when I reached out about it they said go ahead and sign it we'll get it all figured out they reach back out and said that this was key banks responsibility that it wasn't theirs so over the course of the next two weeks I spent over 10 hours on the phones with both companies in eventually made it to the branch manager of lower.com who had admitted fault but would only cut a check for Mike before the refinance mortgage rate which was $1040 mind you that's $413 short initially I just said fine because I didn't feel like I was going to get anywhere with them I was also made aware of $1190 for my county taxes that they claimed once again was KeyBank's responsibility to reimburse me with that being said I reached out to KeyBank and they said that it was not their responsibility that they paid my county taxes on May 27 because my closing date did not lineup well as of June 13, 2022 lower.com paid the taxes also this time I have now spent 12 hours trying to receive my money back once again getting to Jared the branch manager he refused to reimburse the money he said it was a city problem not a hymn problem now mind you in total to receive the money that was owed to me I have now spent 22 hours unpaid while at work trying to make up this money I reached out to the city and they said that I had to fill out a paper to receive my money back get it notarized also show proof that both companies paid for these taxes and then in eight weeks I would receive my money unfortunately their hours of operation only line up with my company hours so if I have to make a phone call I have to clock out of work once again they said that that was not their issue in my opinion I don't think it's my responsibility to manage their work in total i am still owed $1600

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/22) */ Dear Mr. *****: First and foremost, I sincerely apologize for any of your unmet expectations in applying with Lower(r), and we thank you for taking the time in sharing your experience with our offices. Lower strives to achieve an exceptional level of customer satisfaction with all our applicants and I regret any shortcomings during the origination of your refinance. Based on the concerns you shared with Lower's Customer Care Department on June 15, July 06, 2022, and with the Better Business Bureau (BBB) on July 20, 2022, I understand your frustration. As such, your concerns were escalated to the Compliance Department for review to identify any policy or procedural disparity concerning your application. The below paragraphs are intended to provide responses to your most pressing concerns that you shared with our office. On March 21, 2022, your wife, Chelsea ***** applied for a refinance transaction through our Company. This transaction was consummated on May 31, 2022. During the time of your application, your property taxes were expected due 6/21/2022, and there was no evidence suggesting they were paid in full. Accordingly, prepaid funds of $1,190.12 were collected and compliantly disbursed to pay such taxes to Franklin County following the funding of the loan. On June 15, 2022, you filed your initial complaint with our Customer Care Team. In response to certain matters you brought to our attention, a reimbursement was issued to you in good faith in the amount of $1,040.00. This amount was delivered on Monday June 27, 2022; Fedex Tracking: XXXXXXXXXXXX On July 06, 2022, you contacted our Customer Care Team regarding purported escrow issues correlating to your previous lender, KeyBank. Specifically, you stated that the refund you received from your previous lender was less than you expected. Further, the Customer Care Team identified that your previous lender (KeyBank) also issued payment for your taxes to Franklin County. On July 07, 2022, our Customer Care Department, on your behalf, contacted Franklin County directly to confirm when the associated taxes were paid and whose check (either Lower, LLC or KeyBank) was processed. It was confirmed by our offices that the funds from your closing were applied to your account with Franklin County, and the funds sent by KeyBank were held in a surplus account with the county. To assist you, our Customer Care Department also provided you, via email (***********@yahoo.com), with the required forms needed by Franklin County to facilitate the necessary refund of your taxes that remain in their surplus account. Our Company will be glad to assist you in other tasks where we have authorization, however, unfortunately our Company cannot request the funds held with Franklin County to be sent to you. Franklin County will not accept a request from Lower, LLC, on your behalf, for reimbursement. Sincerely, /s/ **** ***** **** ***** Customer Care Manager

• Initial Complaint

  Date:07/18/2022

  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.

  On or around June 10, 2022, I officially applied for a HELOC with lower.com. On that day, my home's value was checked, my credit was checked and the process was started. There were no issues. I was told multiple times that a reasonable timeline was 3-4 weeks to get the HELOC closed. Two weeks into the process, I was informed that lower.com had a problem with it's investor that does the actual HELOC and that timelines might be longer. Right before that notification, I told another lender I didn't need them and was going to do the HELOC with lower.com. Now I am being told it could be 120 days more which is literally 5X longer than what I was told originally. The reason I was given was that lower.com had no back up plan for their ONE investor deciding to not take as many loans. This is creating financial burdens on what I'm guessing is many qualified borrowers who have been misled.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/25) */ We sincerely appreciate Mr. Richard ******* ("Applicant") taking the time to express his concerns regarding his experience with Lower, LLC ("Company") and the processing of his loan application. It's never our intention to add undue stress when our consumers seek financing options to accomplish their goals and we regret any unmet expectations. On July 18, 2022, Lower's Customer Care Department sent correspondence to the Applicant apprising him of unexpected delays in consummating his transaction, which was primarily attributed to unprecedented adverse market changes. Rest assured, Mr. *******'s comments were escalated to the appropriate senior and executive leadership for review. On July 21, 2022, we were pleased to inform Mr. ******* that our offices were able to continue progressing his loan application, and his loan was submitted for credit review to our Underwriting Department. If Mr. ******* has any additional feedback or concerns, he may contact us directly at XXX-XXX-XXXX or ****@lower.com. In the interim, our offices will do everything possible to ensure his transaction continues to escalate through our typical origination processes, and we will notify the Applicant of any other delays. Once again, we sincerely apologize for any inconvenience. Your feedback is valuable to us. Thank you,