Additional Complaint Information
Customer Complaint:
Vanderbilt Mortgage & Finance is headquartered in Maryville, TN. (All) complaints are processed by this BBB in Knoxville.
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Complaint Details
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Initial Complaint
08/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They charged Legal fees which I paid in May and now they are charging me more Legal fees. They told me if I paid then I could resume my regular payment. Now they are wanting to add more Legal fees.
Business response
08/05/2024
Vanderbilt appreciates the customer reaching out with their question. In regard to the legal fee showing on the account after the loan was released from our legal department, we got the final attorney bill after the account had already been paid out of the legal department. That was then added to the account. If the customer has any further questions, they can reach out to us at 1-800-970-7250, or by email us at ********************* We look forward to resolving this issue for the customer.Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
That vandervilt doesnt want to fix roof but wants to keep moneyBusiness response
08/05/2024
Vanderbilt thanks the customer for reaching out. We are sorry to hear that there has been some confusion with our Mortgage Claims process. In order to begin the dispersal process, we would need the claim check from the insurance company to be signed by the customer and then mailed to our office to deposit. We will then review the claim and disperse the funds according to our policy. If the customer has any further questions, they can reach out to us at 1-800-970-7250, or by email us
Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I filed bankrupt in Feb of 2024. I first included the house payment but later remove it due to my bankruptcy payment were super high. I am currently in bankruptcy, but the house is not included. A payment was made in the amount of $1000.00 on 02/29/2024 and a payment of $431.81 on 04/01/2024 was sent that was applied to legal fees. Not sure where that came from. I have been paying more than the regular payment for the last past year or two. Looking at my mortgage statement for March and April I see that I was only behind $1494.95 that was past due. Since I took the house out of bankruptcy now, they are saying that I am behind $5274.60. When I called and ask how that can be I was told that these are fees from 2018. I stated that after paying more than the house payment why now that these fees are coming up. She stated that the house was in threat of foreclosure, and I asked why when I was paying more than the regular payment and where was the extra money going? She stated principal account. Looking at the documents below this doesn't add up at all. I need this to be corrected because there were some extra fees added that I wasn't aware of and now that I am trying to send off the house payment, I am unable to because I am being told the account number change.Business response
08/01/2024
Thank you for reaching out to Vanderbilt in regard to the balance of the loan. The partial payment was applied to legal fees when the bankruptcy was filed and is part of Vanderbilt's standard business practice.
Based off the original plan of the case filing, the amount due to be paid by the trustee was two payments for the February and March 2024 payments. An amended plan was filed, and the bankruptcy plan then changed to surrender on or around May of 2024. The two previous (February and March) payments due to be paid by the trustee were no longer an obligation of the trustee but were the responsibility of the borrower. The February and March payments were not paid, which is why the July statement reflects a past due amount. Vanderbilt has mailed a payment history to corroborate this information.
In regard to the loan number changing, once a loan has been originated, the loan number will stay the same. If you have any further questions, please reach out to us at 1-800-970-7250, or by email at *********************Business response
08/05/2024
Vanderbilt thanks the customer for their reply. Unfortunately, we are unable to have a detailed conversation of the situation in this manner. We would be more than happy to speak with the customer regarding the situation if they would like to call in to our office at 1-800-970-7250 or by emailing us at ********************* We look forward to hearing from them and working with them to resolve this situation.Customer response
08/05/2024
Complaint: 22019609
I am rejecting this response because: This matter can be handled here with BBB.
Sincerely,
******* ******Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Since May 28, we have trying to get a release of lien from this company. We sent a registered letter request singed for by "****". After 2 weeks of no information we called and were told the letter was lost. We then sent THEIR form, our bill of sale, AND $25 via email. Still no action. NOW they say we have to have bill of sale from the previous owners. We can't locate one and the other is not cooperating.Business response
07/03/2024
Thank you for reaching out to Vanderbilt Mortgage and Finance in regard to your concerns. Vanderbilt has reviewed; however, we are unable to discuss the account with a non-borrowing customer on a public forum. For any paperwork sent to the address on file, please contact Vanderbilt at 1-800-970-7250 for further assistance.Business response
07/15/2024
Vanderbilt has reached out to the interested party, and we were able to help resolve their issue by mailing the documents to the address provided. If there is any further information needed, please reach out to us directly at 1-800-970-7250 or by email atCustomer response
07/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21882568, and find that this resolution is satisfactory to me. Although, it took a MONTH to resolve. Very poor customer service. Calls passed around, calls not returned. Mailed release of lien to deceased address; arrived 10 DAYS LATER. GLAD I'M DONE!!!
Sincerely,
**** ******Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Company is Buyer's Mortgage company and has delayed making payment for settlement of a loan closing on 05-20-2024. File # 4873049. Closing Agent keeps stating that a check will be overnighted but also that a check has not yet been cut and would need to be sent to her before she can overnight the payment.Business response
06/11/2024
Vanderbilt has investigated and apologizes for the delay our customer has experienced with the closing process. The closing took place on 5/31/24. Vanderbilt was unable to verify wire instructions with the seller’s banking institute, necessitating that a physical check be mailed. Vanderbilt has verified that a check was overnighted on 6/10 and sent via FedEx overnight. Should the customer have any further questions or concerns, we invite them to contact us at 1-800-970-7250 Mon-Thurs 8:30-8:00 EST and Fri 8:30-5:30 EST.Initial Complaint
06/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Vanderbilt stated my debt to income ratio was too high so i had to pay off debt(student loans) to qualify. Clayton Homes agreed to pay a percentage so I could "afford" the loan. However, the debt hasnt been paid due to NELNET allocating funds i sent to the wrong loans. Vanderbilt and Clayton homes still let me close JAN. 5TH. even though I dont qualify for the loan. I want out of the loan and all or some of my down payment back seeing as I never qualified for it to begin with.Business response
06/13/2024
Vanderbilt Mortgage and Finance apologizes for any confusion our customer has experienced through the Originations process. Upon receipt, VMF contacted both the customer and the home center manager to investigate and resolve any issues. The customer was advised that the loan has closed and the home has been delivered to the property that was purchased. 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.Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This is a trailer I purchased which had black mold and I paid a service to come in and fix the problem which cost me 2200 dollars to fix and Vanderbilt mortgage told me they would send me a check but then they changed there policy on black mold. And never paid me which I also owed another 1300 to a contractor but they wouldn't pay so I told them to come repossess they trailer and I moved out our and they came and got the trailer and they sold it in a auction. Well now on my credit report there saying I owe them the full amount of the ho.e loan after we paid them for 2 years and there not showing none of them payments or what they got out of the trailer in the auction they owe money because they got there money from the auction and what I paid them for two years it's not my fought the trailer was full of black mold and I wasn't told about it . And it's not my fault the company changed the policy on my mortgage which they cannot do to help themBusiness response
06/12/2024
Vanderbilt apologizes for any confusion the customer has experienced. Vanderbilt cannot speak to the condition of the home at purchase and origination, as the home was sold as-is. Vanderbilt does have record of an insurance claim on the account and was in contact with the customer on multiple occasions to communicate what was necessary to issue funds and confirm that repairs were completed. Vanderbilt did not receive the information required and all funds that were not disbursed was applied to the indebtedness. VMF’s investigation further determined that once the home was sold, all funds were applied as appropriate and there was still a deficiency balance remaining. VMF does report the account status to all major credit bureaus, and the reporting on Mr. ********* account is accurate. Should the customer have any further questions or concerns, we invite them to contact Vanderbilt at 1-800-970-7250 Mon-Fri 8:30-5:30 EST.Initial Complaint
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Business agreed to accept my offer and then backed out on the offerBusiness response
05/23/2024
Thank you for reaching out to Vanderbilt Mortgage and Finance in regard to your concerns. Vanderbilt Mortgage and Finance was unable to locate an application with the provided information. For further assistance, we request that you contact us at 1-800-970-7250 so an application can be located.Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
July 2009 I bought a 2009 Giles mobile home that was financed through VANDERBILT MORTGAGE AND FINANCE and In the contract they fraudulent claim under false pretense that the mobile home was a 14x56 when in fact it is actually a 14x42 and I brought this up to them when I bought the mobile home and they blew it off as a typo this mobile home is only valued at $6,880 assessment by City of Bristol Va I paid them $7,500 on May 7th 2024 and asked them to settle for that amount in full and consider the account paid to in full and release lean and title they are still asking for an additional $1,194 as payoff I have made them a fair offer and request to settle the account and consider it paid in full they sold home to me under false pretenseBusiness response
05/30/2024
Mr. ********* provided a lump payment to VMF on May 7, 2024. These funds were insufficient to completely pay off the balance on the loan. VMF had previously made no indications or entered into an agreement with Mr. ********* that it would accept a settlement for less than the balance of the loan. This payment posted in accordance with our payment waterfall which advanced the due date and applied a large portion of funds to the principal balance.
VMF was unable to make arrangements to accept less than the balance due in light of its investor servicing guidelines and was unable to re-purchase the loan from GNMA to make any other arrangements concerning the balance. VMF has been in contact with the customer and Mr. ********* paid the loan off on May 28, 2024.Customer response
05/30/2024
Complaint: ********
I am rejecting this response because: I under no circumstances said there was an agreement to accept less on loan I plainly stated issues was blatant fraud on part of Vanderbilt Mortgage regarding size of mobile home which is 14 foot smaller than stated and charged in contract which is fraud,,, I however did pay loan in full so I can be done with this fraudulent company and will tell everyone the fraud that Vanderbilt perpetrated upon me
Sincerely,
***** *********Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Vanderbilt failed to pay the mobile homes taxes for the year 2022. This resulted in our mobile home being sold at a tax auction in 2024. Now Vanderbilt expects us to pay back the mobile home taxes for 2022 and 2023 within 12 months, resulting in a $650 increase in escrow over the next 12 months. Vanderbilt is not attempting to work with us to alivieate the significant increase in mortgage due to their mistake. We cannot afford the amount requested. Simply increasing the amount of time required to pay back the taxes for 2022 would solve this problem.Business response
05/09/2024
Vanderbilt Mortgage and Finance apologizes for the issues the customer has experienced with the escrow process. We have been in contact with the customer and are working to resolve the issue. We are working to extend the tax repayment term without any additional penalties to help alleviate the customer's concerns. Should the customer have any further questions, we encourage them to reach out to us directly at 1-800-970-7250.
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Get a QuoteCustomer Complaints Summary
53 total complaints in the last 3 years.
24 complaints closed in the last 12 months.