ComplaintsforUSA Mortgage Company

• Initial Complaint

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The sales manager from Mountain View (******* *******) made a public post about me, and was rude. I don’t want her to get fired or anything, but I figured the company should know she’s publicly speaking poorly on customers. In her post she even states that she tells her customers they can reach her anytime. I messaged her on a Sunday with a couple of questions and she was VERY rude and made a Facebook post about me! That is just extremely unprofessional and embarrassing. I never expected her to reply on Sunday, I just wanted to text her so I didn’t forget, and all because SHE chose to reply SHE gets angry. I am not one to complain, even though she was rude to me over the phone I would not of filed a complaint, but since she decided to be unprofessional and make a post about me, that drew the line for me. I would love for someone to give me a call so I can explain further.

  

  Business response

  08/07/2023

  Dear Miss. **********,

  We sincerely regret any inconvenience you faced. At DAS Acquisition dba USA Mortgage, we value feedback to enhance our services. We're reviewing the matter and will be in touch soon. We truly appreciate your patience and the chance to address and rectify the situation.

  For further concerns, please reach out via ********************************************

  Warm regards,

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

  Customer response

  08/07/2023

  She made a comment directly stating to the public she was annoyed with exactly what I was asking for.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was working with Advisor named ******** ** She was located in Virginia. She lied about the process and lied about the funds that needed to come out to get the house. I put down the earnest money, and I put down the appraisal fee. I was charged today $650.00. I was told when they done the appraisal that I would be charged. The house fell through. She made me lose the home due to her not communicating the fees and the cost . The house is not even mine. I have been lied to from the beginning. Why was I even charged when the house is not even mine. I have tried calling the business but they send me straight to voicemail. I would like to be refunded in the amount of $650.00.

  

  Business response

  05/17/2023

  Dear Better Business Bureau,

  We are writing to provide an official response to the complaint filed by *********** ******** to the Better Business Bureau (BBB) on May 12, 2023, regarding her recent mortgage loan experience with our company. Upon reviewing the details, there may have been a miscommunication between Ms. ********, her realtor, and our loan team concerning the conditions of the appraisal fee.

  After reviewing Ms. ********’s loan file, the Credit Card Authorization form was disclosed and signed by Ms. ******** on April 21, 2023.  The authorization initially listed an estimated fee of $650.00 however, the final amount of the appraisal fee charged was $550.00.

  The Credit Card Authorization states that her card would be charged for the appraisal service if the loan did not close. Regrettably, the loan process did not reach completion, leading to a charge on the credit card, in line with the agreement.

  While our records show that we followed the agreed-upon procedure, we understand the confusion and distress this situation has caused. We place great value on our customer relationships and to demonstrate this, we are prepared to refund the $550.00 appraisal fee charged to Ms. ********'s credit card.  Ms. ******** will be mailed a letter along with the refund check.

  Thank you for allowing us the opportunity to address this complaint. Please do not hesitate to contact us if you require further information or assistance.

  Sincerely,
  Complaints Department

  Customer response

  05/25/2023

  The issue is resolved.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  USA Mortgage charged me for an appraisal on 2/2/2023. I decided to go with a different lender and was told I could transfer that appraisal to them; however, when they received the appraisal they discovered that it had been done incorrectly because it said there were 2 bathrooms when there are clearly 1 bathroom and 1 half bath. I requested a refund and was denied.In addition, I had asked them not to proceed with the appraisal at all prior to this so that I could simply handle everything with my new lender. I was told that was possible, yet they proceeded with the appraisal anyway.I'm uploading * The portion of the report that says there are "2.0" baths * The pictures and labels of the two bathrooms from the report * The explanation of how bathrooms are supposed to be reported on an appraisal (again from the report; it should have been "1.1")* The response from the lender I went with explaining that the report was not usable * And the full incorrect appraisal report Apart from the core of my complaint here, they also gave me incorrect information regarding the amount of the loan I could qualify for and encouraged me to buy down the rate when that was not necessary. I spoke to multiple other lenders who raised none of these supposed issues that USA Mortgage found.

  

  Business response

  03/20/2023

  Dear Better Business Bureau,

  
  We are writing to provide an official response to the complaint filed by ************************* to the Better Business Bureau (BBB) on March 16, 2023, regarding his recent mortgage loan experience with our company.

  
  Our ********************* originally received a ****** review complaint on February 9, 2023 and responded requesting additional information about his frustration with the appraisal and refund request.
  Upon conducting a thorough examination of the loan file and email correspondences between ******************** and our loan team, we have evidence of an email dated February 3, 2023, confirming that the appraisal order was placed on hold at ************************ request. This was confirmed again on February 6, 2023, when USA Mortgage received an email from ******************** stating that he had decided to move forward with another lender.At this time, ******************** requested that the appraisal report move forward as the other lender would be able to use the appraisal we provided.

  
  After ******************** received the completed appraisal, he informed our team that the new lender had refused the appraisal based on incorrect information. We advised ******************** that the appraisal could be updated, but he did not pursue this option. Based on our findings and the email evidence of ************************ consent to move forward with the appraisal, we communicated to him that the refund request was denied. Our ********************* mailed out an official response letter on March 2, 2023,detailing these findings.
  

  Regarding ************************ new frustrations recently communicated through the complaint received from the BBB,we issue a pre-qualification letter with an estimated loan amount based on initial information provided to our loan team. Once an underwriter has reviewed requested documentation for a pre-approval or conditional approval, the loan amount is subject to change. In addition, the suggested buydown product was offered as an option for a temporary lower interest rate, which is popular among our customers as interest rates continue to rise. 

  
  Based on the evidence provided, it was surmised that USA Mortgage is not culpable for the appraisal refund. We value our customers and as a good faith measure, we will provide ******************** with the remediated appraisal and the requested refund of $625.00. 
  

  Thank you for allowing us the opportunity to address this complaint.  Please do not hesitate to contact us if you require further information or assistance.

  Sincerely,
  *********************

  Customer response

  03/20/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before I bought the house the house was flag for water leaked and the basement and also the appraisal or inspector said they wasn’t sure the water heater was cut off or just didn’t work the inspector or appraisal said the house wasn’t go approved if these issue wasn’t fix. Month later they fix the issue so I bought house i somehow got approved.first day I move in It rain.and all the water was still going in my basement like it was when my inspector came and the house and flag it also when took a shower I didn’t have hot water as well at that moment I was like how the house get approved.Also I seen where they put the sub pump they had it coming through my garage and the water from the sub pump going all on my driveway when it get cold outside I won’t have a driveway. Now this been going on for a whole month my realtor had me call the contractor that they had fix issue he wasn’t no help really he was telling me what do and how fix issue like he already did his part but he half did I have pictures of all the issue that need fix and now it’s mold and the basement because all the water was going down their so I need new dry wall as well if you can give me a called anytime at 4pm so I can explain it better on the phone **********

  

  Business response

  06/15/2022

  As the lender we are not able to certify or warrant the condition of any property being purchased. According to the final inspection the repairs were made as required in the original appraisal. It is the borrower’s responsibility to obtain an independent inspection to find out if there are any current issues in the home and if there may be any future issues with the home and this should had been advised by the realtor.  If an independent inspection was obtained and did not show these issues then the complaint should be filed against the inspector. We would be happy to provide copies of any loan file documentation that would assist with his communications to the Realtors, seller, home inspector, or contractor that had been involved in the transaction.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted USA mortgage lender ***** ******* over 8 months ago. She strung us along having set 4 closing dates for our home that never happened. We were lied to multiple times. But at the end we’re charged 550.00 for an appraisal and never closed on our house. I went to farmers bank and was approved within mins and closed on the house in 30 days! I told ***** not take the money out of my account because they didn’t close and she said they wouldn’t. But when I told her we were going to the bank it was immediately taken out.

  

  Business response

  05/09/2022

  Thank you for giving us the opportunity to address Mr. ******’s concern. We have received and reviewed the complaint and would like to apologize for Mr. ******’s experience. We take customer satisfaction very seriously. I have contacted our accounting department and we are issuing a refund to Mr. ******’s credit card.  Please let us know if you have any further concerns.

  Customer response

  05/09/2022

  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.
  
  Sincerely,
  
  ***** ******

  Customer response

  05/16/2022

  USA mortgage strung us along for 7 months. We had 4 dates to close and it never happened. The representative ***** ******* had excuses everytime. Whether it be her sister was sick or her husband was sick. We ended up switching to a local bank to close our loan. However in the process the interest rates continue to climb. We are now paying 2 percent higher. Mortgage companies by law have 30 days to either approve or deny the application and we never received either. This is costing us an additional 18000.00 because of lack of knowledge and professionalism. I’m not seeking the full 18000.00. However USA mortgage should be responsible and held liable for a percentage of the additional cost as they broke the law in the process. We provided all documentation at least 5 times during the process and never received anything for our efforts.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are devastated again by ****** ******** and ****** ******. I lost over 4k on one property they were unable to close. Now, they can't even get docs to title on time for this one. Our closing was cancelled today because of that. It appears I'll lose my earnest money and other monies again. Meanwhile, we are back to hotel living. It's been over 2 months already. These people are ridiculous. Now they refuse to return any of our calls. We are requesting all of our money back (earnest deposit for both homes, upgrades down payment for the most recent, and inspection costs for both). The more time this takes to rectify, I'll be tacking on hotel expenses next. The Nevada Department of Business & Industry has also been contacted.

  

  Business response

  05/17/2022

  Thank you for the opportunity to respond to Mr. *****’ concern. We have received and reviewed the complaint and would like to apologize for Mr. *****’ experience. We take customer satisfaction very seriously. We appreciate the feedback provided and will use it to work to improve our internal and external communication.  Management worked with Mr. ***** and his loan closed to his satisfaction on April 28. It is our understanding that Mr. *****’s concern have been resolved to his satisfaction.

  Customer response

  05/17/2022

  Complaint: ********
  
  
  I am rejecting this response because: although this loan closed, the other property did not (at no fault of mine). As for ** ****** ** *******, ****** ******'s inadequate service caused my family to lose $3500 earnest money deposit plus monies spent on inspections, HOA docs, fuel, time, etc. We are respectfully requesting fair compensation.
  
  
  
  
  Sincerely,
  
  
  ******* *****

*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. ↩