Complaints

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

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  Vanderbilt Mortgage & Finance, Inc.

  500 Alcoa Trl Maryville, TN 37804-5516

  
• 

  Vanderbilt Mortgage & Finance, Inc.

  1201 Peachtree St STE 2050 Atlanta, GA 30361-3503

• 

  Vanderbilt Mortgage & Finance, Inc.

  3653 Canton Rd Ste 101 Marietta, GA 30066-7601

• 

  Vanderbilt Mortgage & Finance, Inc.

  1201 Peachtree St Ne #2020 Atlanta, GA 30361-3518

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:04/22/2025

  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 had mobile home through this company. They were not the original mortgage company but they acquired the original. I had been paying on this property since 1999 up until the year 2017 which was around 18 years..My payment was $284 per month which only around $60 was going to the principal and the rest went towards interest . Well my health got really bad around 2016 and I could no longer continue to live by myself . I voluntarily surrended the property. I moved and haven't lived in the property since June 2017 .The property was on land that I owned . I have a cousin who when he find out I was leaving took interest in the property . I gave him the mortgage company's information not long after I moved from the property . He contacted them and after a few months they came to some kind of agreement on the property. He has been there I think since 2018 and it transferred into his name . The problem I am having is this company is still reporting to the credit bureaus like I am still in possession of the property..They are reporting incorrect dates and information to the credit bureaus. They are reporting that the account was closed on June 4 , 2024 and it was closed years before that .They are still reporting monthly that I am late on the payment for a property I haven't lived in in almost 8 years..This has ruined my credit .

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out with your concern. Per the Fair Credit Reporting Act and the Metro II Credit Reporting Guidelines, we are compelled to report accurately. We have reviewed the account and have confirmed that the account is reporting as it should. If you would like a more detailed account of the situation, please give our office a call at 1-800-970-7250. We look forward to speaking with you.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23234654
  
  I am rejecting this response because:The dates they are reporting are not accurate. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/03/2025

  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 am filing a complaint against Vanderbilt Mortgage & Finance, Inc. (Vanderbilt) regarding their attempts to foreclose on my home, which has suffered $80,000 in mold damage, making it uninhabitable. Despite knowing about the severe mold problem, Vanderbilt has denied me assistance and insists I pay the full mortgage amount. They continue foreclosure actions even though the property’s value has significantly decreased due to the damage. Key Issues: 1. Uninhabitable Property: My home is uninhabitable due to extensive mold damage in multiple areas, including bedrooms, the living room, and hallways. My daughter also suffers from severe mold allergies, causing health issues. 2. Lack of Assistance: Vanderbilt has refused to offer any loan modification or forbearance and insists I repay the full amount despite the home’s condition. 3. Ongoing Foreclosure: Vanderbilt is proceeding with foreclosure despite knowing about the mold damage and the lawsuit against Clayton Homes regarding the defects.

  

  Business Response

  Date: 02/17/2025

  Vanderbilt thanks the customer for reaching out. At this time, we are unable to go into account details on a public forum and would encourage the customer to reach out to us at 1-800-970-7250 to discuss further. For the mold issue, this would be something that the customer's insurance company would be able to assist with. We look forward for an opportunity to resolve this situation for the customer. 

• Initial Complaint

  Date:12/23/2024

  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.

  My mortgage was with Vanderbuilt. Due to not adjusting my mortgage after lowering taxes considerably. I refinanced with another lender. 10/25/24 recieved 30day pay of for my mortgage. Closed 11/05/24 and vanderbuilt recieved payment on 11/12/24. Vanderbuilt then applied two mths forward of payments then said that i still owed for pay off. That just happened to be the 2mths of payments they applied. Then sold the same loan to another company 12/01/24. I have it all documented.. Be warned this lender!!! I have contacted a lawyer and filing a compliant with the State Secretaries office.

  

  Business Response

  Date: 12/30/2024

  Vanderbilt thanks the customer for reaching out. We have identified the issue with the customers credit reporting and have updated the bureaus to correct the reporting. We apologize for the inconvenience and if there are any more questions, we invite the customer to reach back out to us at 1-800-970-7250. 

  Customer Answer

  Date: 12/30/2024

  
  Complaint: 22719459
  
  I am rejecting this response because: they have not addressed the issue. The company recieved the full amount of pay off and did not apply pay off to the principle. Instead applied 2 mths of forward payments then  also sold the loan after the loan had been closed due to refinance. The title company is now involved and taking legal action. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/07/2025

  "Vanderbilt appreciates the customer reaching back out for clarification. Per the contract, if VMF gets proceeds in an amount less than the payoff, the funds go through the payment allocation waterfall that distributes the funds the way they are contractually obligated to be. There was an escrow disbursement after the time that the initial payoff quote was given. This caused the payoff to be short and the funds went towards payments, as they should have. If the customer would like to discuss the situation further, they, or their chosen representative, can reach our office at 1-800-970-7250."

• Initial Complaint

  Date:12/16/2024

  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.

  My loan was sold to another company and I was told to make a payment to this new company instead of VMF. Payment was made as soon as transfer was completed on a 10th to Loancare LLC. However VMF reported my loan as past due and that affected my credit score in a big time. Considering that we are looking for a new property at this point I will be unable to secure additional loan.

  

  Business Response

  Date: 12/18/2024

  Vanderbilt thanks the customer for reaching out. We have investigated the issue and have resolved the credit reporting for the customer. We have made contact with the customer and have advised them of the resolution. If there are any further questions, the customer can reach out to our office at 1-800-970-7250. 
  

• Initial Complaint

  Date:12/16/2024

  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.

  I have been contacting vanderbilt mortgage company and I haven't heard nothing seen nothing in mail ,they stated they will work with me on my payments and get me a forbearance cause I'm in financial crisis, vanderbilt refused to send me anything or email .I have called vanderbilt is clueless, vanderbilt mortgage took it on them self without communication with me posted it on my credit, when vanderbilt mortgage says there going to help you with your situation they should, but vanderbilt took it in there on hands without communication with me. There been no communication at all ,I left messages, I am in crisis right now .I want it off my credit this company need to learn how to communicate with people. I've been having problems they don't send bills out like they suppose it. I just want them to communicate and take it off my credit and work with me like promised.

  

  Business Response

  Date: 12/17/2024

  Thank you for reaching out to Vanderbilt Mortgage and Finance regarding your concerns. 
  Vanderbilt Mortgage and Finance has been in communication with the customer and provided requested documents.  Unfortunately, Vanderbilt Mortgage and Finance is unable to discuss further details of the request on a public forum; however, we encourage the customer to reach out to us directly at 1-800-970-7250 should there be any additional questions or concerns.
  
  
  

  Customer Answer

  Date: 12/17/2024

  I have contacted them again on 12-16-2024 I explained my situation I'm in emotional distress I need help with payments ,they said we will send u email for a modification on my loan but never did receive and email , instead vanderbilt mortgage company decide to take it in there on hands and put it on my credit from late my to past due running my credit where I can't even get help to have a roof over my head. I'm in emotional distress pouring out asking for help that I need a roof over my head to live , vanderbilt don't comply . They have ruined my life completely on my credit without helping. There nothing I can do to get help Like they stated cause vanderbilt damage my credit. They say call yeah I call they don't do nothing but criticize me my bill was 2,400 today it's 3000 on credit thanks alot vanderbilt for the support yall give  people that's in distress. Forgiveness what it supposed to be called. I want a forgiveness past due off my credit where maybe I can get help . 

• Initial Complaint

  Date:12/06/2024

  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 am not liable to this debt with "Vanderbilt Mortgage and Finance Company." This debt must simply be an accident or some sort of fraudulent account. I did not consent to this account with "Vanderbilt Mortgage and Finance Company", and I demand this account to be investigated immediately.

  

  Business Response

  Date: 12/09/2024

  Thank you for reaching out to Vanderbilt Mortgage and Finance in regard to your concerns. Upon review of the account, we have concluded the mortgage was properly recorded. The signed contract as well as all pertinent origination documents are on file in regard to this customer. Vanderbilt mortgage can provide copies of these documents to the requesting party. We encourage the customer to reach out to us directly at *************0 so we can answer any further questions.

• Initial Complaint

  Date:12/03/2024

  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.

  20 plus years of paying mortgage, I owe 1823.33 and I pay 245.47 every 2 weeks. I paid a payment and 2 weeks later I went to pay my payment and I was locked out of acct and received a letter today stating acct was charged off and they will not send a statement or unlock acct so I can pay. This is refusing payment and claiming lein will not be released. Now here's the issue, this house is in my ex wife's name, we divorced 2 years later in 2004. The court awarded me the home with a signed bill of sale and vanderbilt would never honor it. I even filed chapter 13 over 10 years ago and they honored it, they actually have honored my 18 years of payments and never had an issue that my name was not on it. Never helped my credit for 18 years. I am OK with that I guess, since they wouldn't bother to help with that. Yes I have been late and behind at times, yes I have struggled with 1 income tring to raise a daughter and keep a roof over her head,that I have had custody of for past 9 years. I own the property this home sites on, mobile home is not great shape,as it's over 20 years old I cant get another 1 because know body wants this one and because of a credit score. I cant even give it away. To be able to put a small one on property. I just dont feel that a billion dollar company, should do people like this. If they had an issue, they should have not taking my hard earned money for 18 years!!. Then shut me out. If I had the 1823.32 I would pay it. Wouldn't take long at 490.94. But sounds like they refusing. I actually have a screen shot claiming principal balance is 0.00. No mention of charge-off. So if they are going to refuse my money now, they need to remove their property from my property at their expense and pay me rent for is sitting here or give me access to acct to continue paying. They was nice enough to send a bill of 730 something that was due 11/26. Even though I received it today 12/2/24. I am sure, they will do like the others,never send title,if it were pd.

  

  Business Response

  Date: 12/12/2024

  Thank you for reaching out to Vanderbilt Mortgage and Finance in regard to your concerns. We apologize for any dissatisfaction you may have felt during your time with Vanderbilt mortgage. Our records indicate that we have been able to contact our customer and were able to help resolve their issue. If there is any further information needed, please reach out to us directly at 1-800-970-7250.

• Initial Complaint

  Date:12/02/2024

  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.

  My husband and I purchased our home through Vanderbilt. We had no issues with them at all UNTIL financial hardships occurred. We have been late on our mortgage payments 2-3 months at a time and trying to catch up. We have asked numerous times for some type of financial assistance from them and we are denied everytime (says that we make enough money to continue paying as the agreement is outlined) We recently were told that we now have been sent to their legal department. My husband called twice the month of October and made 2 separate payments. Each time he told the representative that we would make 2 payments again the next month (approximately every 2 weeks). At no time did anyone tell us that if we didn’t have the whole balance paid by a certain date that they would stop accepting our payments! We are trying the best we can to catch up. We are currently due for August, Sept, Oct, and November. They accepted 2 payments in October but denied the payment made in November. Saying that they demand the full balance paid. We have not yet received the payment back that they refused. Our plan was to make 2 payments a month and by December we would be due for November & December at that time. We have been completely open and honest with them and they refuse to try to help you. We make significantly less money than we did when we initially bought our home, plus we have 2 kids in college. Not asking for a handout by any means…but we are trying the best we can. It would be helpful if they actually wanted to come up with a resolution rather than just to demand you pay.

  

  Business Response

  Date: 12/06/2024

  Thank you for reaching out to Vanderbilt Mortgage and Finance in regard to your concern. After reviewing the account, the following was concluded. The customer requested assistance review on 10/16/24, and our formal review process began. On 11/8/2024 Vanderbilt deemed the loan did not qualify for any assistance options at that time. Vanderbilt has since reached out to the customer and discussed repayment options. We encourage the customer to reach out to us directly at ************** with any further questions. 

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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 am filing this complaint against Vanderbilt Mortgage & Finance, Inc. due to their failure to provide a lien release for my property. I paid off my mortgage in full on August 23, 2024 and have been waiting for the lien release ever since. I have repeatedly followed up with Vanderbilt Mortgage to resolve this issue but have been met with either no response or unhelpful answers. It has now been several months since my mortgage was paid off, and I am still unable to obtain the necessary documentation to clear the lien from my property records. Desired Resolution: I request that Vanderbilt Mortgage & Finance, Inc. promptly issue the lien release for my property and provide confirmation of the same. I also request a written explanation for the delay and assurance that this will not negatively affect my credit or property records. This delay has caused unnecessary stress and inconvenience as I cannot proceed with property-related transactions, to include Home Equity, without the lien release. Vanderbilt Mortgage's inaction is unacceptable and reflects poor customer service.

  

  Business Response

  Date: 12/06/2024

  Vanderbilt Mortgage and Finance, Inc. thanks the customer for reaching out. The loan was transferred on 7/25/24. We received the payoff on 8/23/24 and since the loan was transferred, we sent those funds to the new servicer. Vanderbilt has reached out to the new servicer and investor to rectify the situation but was not able to make contact. The customer can reach out to their current servicer to see if they can complete the release as well. If there are any other questions, we encourage the customer to call our office at ***************

• Initial Complaint

  Date:09/24/2024

  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.

  In 2015 we bought a mobile home and had it on family property. In 2019 after some family issues and being forced to move, Vanderbilt came out and picked up the home as a voluntary surrender. Not once have they hit our credit since the day we bought it. Now they are saying “the credit bureau policy has changed and they can hit our credit EVERY month.” They denied my request to send me itemized information of said changes, or any changes about said accounts. They are refusing to stop reporting monthly. We have requested to speak to multiple different people and keep getting the run around. First report was when we purchased in 2015 now 2024 and since June, they are reporting monthly.

  

  Business Response

  Date: 09/24/2024

  Thank you for reaching out to Vanderbilt with your concern. Due to the recent changes to the Metro Credit Reporting Guide, we are compelled to report the loan accurately each month. This has caused loans that had previously not been reporting to need to report monthly. If you have further questions, please call us at 1-800-970-7250.

  

  Business Response

  Date: 09/24/2024

  We would like to update our response to:

   

  Thank you for reaching out to Vanderbilt with your concern. Vanderbilt is required per the Fair Credit Reporting Act to report all loans accurately. This reporting is controlled by the Consumer Data Industry Association’s standardized reporting guide, call Metro II or the Credit Reporting Resource Guide. There are revisions that occur to this guide yearly, and 2023 required a change to report all account statuses monthly. Due to these changes, we are compelled to report all loans on a monthly reporting cycle. This has caused loans that had previously not been reporting due to internal policy to report monthly. If you have further questions, please call us at 1-800-970-7250.