ComplaintsforDHI Mortgage Company, Ltd.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I believe DHIM sold my information even after I signed the "Do Not Sell..." and sent it to them. I also uploaded a copy to the portal. I purchased a home with them back in summer of 2022 and since then my full, detailed demographic information has been displayed on these "people " sites. I have gotten tired of reaching out to each one to remove it. I rarely use my middle name except on very important occasions, but all of that specific information which I provided DHIM has been put out on the internet. And that wasn't the case before I transacted with them.

  Business response

  02/26/2024

  DHI Mortgage does not share or sell our customers personal information to nonaffiliates or other financial companies.  Weve attached a copy of our privacy notice reflecting this same information.  We received your request to limit sharing, and your records were flagged to limit sharing to affiliates and the ability of our affiliates to market to you. Please note that mortgages are recorded and public in the county records;however, your mortgage does not reflect your middle name.  

  Customer response

  02/26/2024

  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.
  
  Regards,
  
  M Wamey

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am in the process of purchasing a home from ***************** using their lender DHI Mortgage.My issue is that after they started my contract and I paid the down payment, they started a new promotion that any homes closed before 01.31.23 will receive and interest rate of ****% for the 1st year and ****% for remaining 29 years. I asked them if they can update my loan to reflect this, and they refused to honor the new promotion. I am due to close on 01.23.23, so I do not understand why I do not qualify although the promotion states that anyone that closes by 01.31.23 qualifies and in certain areas and this was on the neighborhood website. I feel like this is false advertisement. Beware of doing business with this company because this is shady business.

  Business response

  12/21/2023

  Our review found the consumer is already locked with DHIM on a promotional rate.  Regarding the new promotional rate, *************** purchased and locked-in, through DHIM, a fixed interest rate for a pool of funds.  Rates are only available on certain inventory homes until the pool of funds is depleted or rate expires.  For eligible properties, the consumer must contract on or after 12/6/23 and close on or before 1/31/23.  The consumer contracted on the subject property 11/27/23, and properties under contract prior to 12/6/23 are not eligible for the new promotion.  In order to resolve the dispute, *************** agreed to pay additional discount points in order for DHIM to offer a lower interest rate.

  Customer response

  01/01/2024

  Complaint: 20972335
  
  I am rejecting this response because:

   

  The reason of the complaint is because my contract was not final approved until after 11/30/23. Therefore, changes could have been made to my contract. No one would do the change even after bringing this to their attention. The promotion at the time stated that contracts done after 11/28/23 qualified for the lower interest rates. I have attached a pdf that shows the promotion at the time that attached to the original complaint.

   

  
  Regards,
  
  ***********************

  Business response

  01/08/2024

  The promotional rate requested is only available on certain inventory homes as determined by the builder/seller, not DHIM.  The consumers home is not eligible because it was under contract 11/27/23, before the promotion was available.  The consumers dispute is with ***************, not DHIM.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a home 11/22/23. My closing was delayed several times. They charged me an extra **** to lock in my interest rate. (which they advertise on their brochures) ****% There promise to close October 18 prompted me to move from ********** stated expecting to close in and around that time. I had to pay over **** in hotel fees as i had no where to live. They found more hoops for me to jump thru, asking for the same income/employer verification over and over again. I was with DOD and was on leave to relocate. The loan agent stated I should not go with my lender because *************** could offer a lower interest rate and more incentives, closing assistance. She told me on several occasions she told me if would have to come with aprox ***** at closing to pay off my creditors, that would be paid out of escrow. On closing day i was shocked to see I had to pay ****** to close. I asked when my debts would be paid, my mortgage lender said, after i receivce my deed, a week later she says that my debts will not be paid off and that I was requrired to put down 10% on my FHA loan. I was horrified. I have depleted all my funds from the home they rushed me to sell in ****************. Thinking my debts would be paid off with some of those funds. The whole thing felt unprofessional, unethical, and most likely illegal. The home appraised at less than i had to pay. They basically denied me to have a private home inspection done, (their rules make it **** near impossible) what are they hiding. This is my 4th new construction purchase and this has been by far the worst experience of my life. Lie after lie, delayed closing, increased fees, higher than advertised interest rate. I qualified for 3.5% down,, why did i have to pay 10%. I will have PMI for 10 years. I wished i would have stayed with my original lender.

  Business response

  12/08/2023

  The consumer quit her prior employment 9/15/23 to move across country and unfortunately was not able to obtain a final offer letter for new employment until 11/3/23 with a starting date of 11/20/23. DHIM was able to make an exception to close her loan 11/22/23 before receipt of her first paystub.  Although this was a frustrating and stressful time for the consumer, the closing delay was not the result of any alleged errors on the part of DHIM.
  
  Regarding the loan program, the borrower did not qualify for a 3.5% down payment loan; she would have to put more down plus pay off significant debts.  DHIM found an alternative with her putting 10%down, not having to pay off debts, and she would have the advantage of the mortgage insurance dropping after 11 years instead of the life of the loan.  The borrower selected the 10% down program as she wanted to avoid the mortgage insurance. Due to her credit profile, she did not qualify for the ****% promotional rate pre-purchased by the builder unless she paid discount points; the builders incentive towards closing costs more than covered the points. 
  
  In conclusion,the loan was structured at application 9/21/23 with 10% down and locked accordingly with an interest rate of ****%. The loan program never changed and was never structured with debts required to be paid at closing.  The builder/seller agreed to extend the closing date past 10/18/23 while the consumer waited to obtain employment acceptance and start her new job.  DHIM was able to get an extension of the ****%promotional interest rate.  The consumer received a disclosure at application encouraging her to get a home inspection for her protection, and the home appraised for more than the sales price.  DHIM disagrees with the alleged claims. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went to look at completed new builds on 10/29. After telling the agent our jobs, down payment amount, loan type, and bits of income information we were sold on an 11/21 close date. We paid ******* money that same day, signed the purchase agreement on the 30th, and submitted our pre-qual application on the 31st. 11/21 was still listed on our settlement date, our paperwork, etc. Knowing that it was quick I was vigilant in prompting communication with my lender in order to close on time. I had to call them every time and could barely get any information about the stage or process the loan was in. They didn't let me know until the week before that we likely weren't going to close on the 21st and that they would definitely close us by the end of the month. They strung us along thinking that our loan was making progress, when it wasn't. I found out today, the 27th, that we didn't get a credit approval until the 20th. 21 days after applying and signing a purchase agreement, we didn't have that first step. They misrepresented the stage that they were at. If I knew that it was taking 3 full weeks to get a credit approval, I would've gone with another *preferred* lender and maintained my purchase agreement terms. Their negligence made it so I could not shop for other lenders. I was completely under the impression that our loan was in its stages to close, we were signing so many documents. By the 21st they had scheduled closing for the 28th. Stating multiple times that the holidays were affecting this and delaying things. They have the same holiday every year so that's concerning that they would be selling when they can't close. I found out *************** wanted to get ******* money before their fiscal year ended on 10/31. We were abused. We are now 1 day away, closing disclosures have been signed and they are telling me they can't close AGAIN. If you can AT ALL, stay away from this lender. All of this work and heartache, for them to turn around and sell the loan immediately.

  Business response

  12/07/2023

  Thank you for bringing this matter to our attention. Were disappointed the consumer did not feel DHIM was being transparent about the loan process.  Its generally ***** days for us to originate and close a government insured loan, and the branch notified the builder/seller at origination that we would not be able to meet the three week closing date per the sales contract. 
  
  At the time of application, it appears we thought the consumer was aware that DHIM was estimating a projected closing date of 11/29/23.  The consumer could have chosen any lender;however, they were able qualify with a promotional interest rate the builder had purchased through DHIM.  Our review found the loan was challenging and suspended by Underwriting 11/10/23 for additional self-employment documentation. The loan was then conditionally approved 11/20/23, and a conditional approval letter issued the same day. The loan was issued a final approval on 11/28/23, and the consumer closed on their new home 11/29/23.  

  Customer response

  12/09/2023

  Complaint: 20920992
  
  I am rejecting this response because:

  We were notified that we couldn't close a day before projected closing of 11/21/23. Please note, we did not PUSH for 11/21/23. We were SOLD on 11/21/23. It is concerning that DHIM's response is that we were suspended until 11/20/23, because it was another thing we didn't know until the day of the projected closing on 11/21/23. We were then pushed again when closing was delayed to 11/28/23. And then again to 11/29/23. In fact, the day of closing wasn't guaranteed until the day of - 11/29/23. To erroneously claim that we knew that the closing date was 11/29/23 is offensive and incorrect. In fact, I would love to see the proof that we knew. Because I certainly have written communication that we did not know. That DHI couldn't even get a closing time until 11/29/23. The business' response also does not take responsibility for the sales tactics of their real estate agents in pushing for ******* money, misrepresenting closing times for government loans, and pressuring buyers into lending with DHIM in order to qualify for incentives (even though they DO have preferred lenders). At no point was DHIM unaware that there was self-employment income or an FHA loan. It was on the initial application, it was communicated to DHI's real estate agent, written to DHI's lending agent, and DHI's processing team. Yet, somehow, DHIM was unaware until the 11th hour that they needed to collect self-employment documentation. **** also went over and above on asking for documentation for the gift money we had coming in as well. They are claiming that they followed FHA guidelines, but that's incorrect. Again, I can show what they needed per FHA guidelines and they asked for over and above what was needed. Why? I'm not sure. It could be discrimination, it could be an audit that wasn't needed.. I don't know. The processing team also admitted to incorrectly 'interpreting' the instructions and items needed from underwriting, delaying closing further. I had to call a previous employer myself to push through a verification. I told them they would need verifications and they waited until 11/28/23 to request anything. If DHI is admitting to having that next step on 11/20/23, then why did it take 5 business days to start that next step for verifications? It doesn't make sense for DHI to claim they did their due diligence on this loan.

  
  Regards,
  
  *****************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Part 1 My Formal Complaint Against *** Mortgage Company I am writing to file a formal complaint against *** Mortgage Company, detailing concerns related to unfair and deceptive lending practices as well as discriminatory behavior. I believe these actions violate ethical business standards and demand a thorough investigation. I have spoken with the ************************ who has been unresponsive to my calls and emails and refused to provide me any insight into the investigation that was supposed to be conducted.I applied with *** mortgage on 10/7/2023 and shortly after received the Purchase Agreement from *************** to begin the process of applying for an FHA loan for the home I was interested in purchasing. The process began and I was assigned a ************************ ********************* NMLS #*******. She reached out to me and told me that my application was in progress. A few days later I received the Initial Disclosures and various documents that needed to be signed. I didnt receive any follow up call from **** advising what I am signing and I made numerous attempts to reach her. After speaking with my real estate agent and *************** Rep, she finally texted me advising she was going to call and address questions that I have. She called and I got my initial questions answered after a couple days of waiting. On 10/19/2023, I received an email and call from ********************* - NMLS # ****** (Loan Processor) stating that I was Conditionally Approved and she provided me a list of conditions/requirements that would need to be satisfied prior to the closing of the Home. Please note that prior to receiving the conditional approval, no call or email was provided to me advising that certain items will need to be addressed to obtain the loan. Apparently, this expectation was supposed to be set during the application/ preliminary phase. The conditional approval also set a tentative closing date of 11/21/2023.Continue for Part 2
  
  Part 2 of Complaint The first list of conditions (Containing 20+ required items) required me to pay off outstanding credit accounts/debts and provide bank statements that correspond with the payments. Additionally, on the first list of conditions, there were items that I was required to pay off that were not even debts or mandatory obligations. Once I made the *** team aware, these were removed from the list. As of the evening on 10/19, I worked diligently to upload all of the requested documentation and these efforts carried on for several days as I had to involve other companies to obtain the requested documents. There was a lot of back and forth between the Underwriting Team, the Loan Processor and myself as they kept requesting more documentation over and over. One thing to note is that I submitted the application and was preapproved for the home using ONE bank account. During this process, I was instructed that I had to produce bank statements for ALL of my bank accounts and heavy scrutiny has been placed on those additional accounts that were not even in Scope for purposes of me obtaining the loan. The back and forth cadence continued for several days between the Loan Processor and Underwriting. I also received a Gift from my parents and this process was very rigorous to say the least. My mom was able to transfer the money with no problem but they were unable to accept the gift from my father. They decided to review and vet both of my parents' personal accounts and stated they would accept my moms gift but refuse my fathers AFTER stating they only needed the last 10 Transactions. Continue for part 3
  
  Part 3 of complaint My father and I had a conversation with the loan processor prior to him giftings me money and the information she provided on the phone was inaccurate because we received different information after them saying they were refusing my fathers gift. Nonetheless, my mom was able to provide me with another gift and associated bank documents. Concurrently, I had received more requests to sign documents without explanation and these documents contained information about the interest rate. The only reason I went with *** Mortgage was due to the incentives they were offering on the purchase of a new *************** home. I was given misinformation about how the incentives work and it was never explained to me correctly from the beginning of this process. The documents I was being coerced to sign were basically forcing me to use a huge part of my incentive to buy interest points. During this time, I was making multiple attempts to reach out to **** - Loan Originator to discuss the new loan disclosures and she was unresponsive. I later found out that she was out of the office sick. I understood, but I figured someone would reach out to me to continue the process as there was no concrete ETA of when she would return. Continue for part 4

  Business response

  12/05/2023

  DHIM strives to provide excellent customer service and is disappointed that the consumer did not receive the level of customer care they expected.  Our review found the consumer was qualified on an FHA loan which has very strict guidelines regarding the documentation of funds to close. 
  
  Unfortunately, an unusual amount of documentation was necessary to source and trace several large deposits and/or cash advances from credit cards.  In addition, the popular pay-in-4 and buy now/pay later accounts are considered a debt by FHA and must be documented and analyzed as such.  We understand the consumers frustration with the amount of documentation that was required, and were glad they reached out to our corporate office for assistance.  The consumer was able to close on their new home 11/29/23.
  
  In conclusion, our review found no disparate treatment.  The documentation required is the same that would be required of any borrower with the same circumstances.  DHIM does not discriminate on the basis of any prohibited class and has very strict policies and procedures in place to assure compliance in that regard.  It is our practice to provide the availability of credit to all creditworthy applicants without regard to any of the defined prohibited bases such as race, color,religion, ***, sexual orientation, gender identity, marital status, etc. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son and I are in the process of buying a townhouse. From the very beginning, our loan officer ***** ***************************** has been rude, disrespectful, and incompetent. She hardly ever responds to questions we have. The only time she calls is when she needs something that very day and suddenly, it becomes an urgent matter. She wants ** to drop everything to provide her with what she needs. But we never receive any response back with a confirmation of receipt. She called me twice. The first and second time, she was very hostile and talked to me while she was frustrated. My real estate agent left a message telling her how unprofessional she is and to at least follow up with **. That same day, she called me a third time and asked if I received the email she sent. I was confused because I responded and provided her with the information she needed. She always made comments to other coworkers about not calling me, but to call my son when she needed documentation from him. Given my son's young age, he has no sense of urgency and takes his time responding. Another loan officer who is always working on our case, *************************** has been amazing and has truly gone ABOVE and beyond. She's doing the job of three people, including *****'s. I would like for ***** to be removed from my loan as she has not done any significant work AND is very unprofessional and disrespectful. I feel as if she is purposefully trying to get ** declined for the loan. I am requesting that she be removed from my loan. Thank you.

  Business response

  05/19/2023

  At DHI Mortgage ("DHIM") effective communication is a vital and important part of how we conduct business with our valuable customers and we apologize for the frustrations the customer has experienced thus far. The customer is a co-borrower on a loan with her son who is the primary borrower.DHIM requires documentation from both the primary borrower and co-borrower in order to verify their individual incomes, assets, and debts that *** affect loan qualification. **** addressed the customer's concerns at the branch level when we were notified of the BBB complaint on 5/11/2023. We are pleased to say their concerns are resolved and the customers closed on their home on 5/18/2023.

  Customer response

  05/19/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  DHI Mortgage illegally closed on our new construction home in the ************** without a Certificate of Occupancy. We did not receive a certificate of occupancy until 4 months after we closed on our home. This was not brought to our attention. Our closing documents are falsified- permits were not properly pulled, items were listed in the closing of our home that did not come with our home. DHI Mortgage is a parent company of ***************- *************** and DHI Mortgage did not follow the original engineers protocols upon purchase of their engineered plans for their homes. It specifically states in the engineering report from Strand that a certificate of occupancy is required upon completion of the home. This is also a legal requirement in the **************. At this time, their attorney has responded with a settlement offer way below the amount needed to correct our home that was completed and sold to us on February 28, 2022. The City we reside in sent via email that DHI Mortgage green tagged our home to allow closing to happen. This is illegal and DHI Mortgage is not allowed under any circumstance to act as an inspector to any home built or constructed by ***************. This is a conflict of interest and violates the *********** standard mortgage codes. Our home is not in a state that is acceptable for a 1 year old home. This conclusion can also be made based off of the lack of legal permits and DHI Mortgage allowing a new construction home to close without the legal documentation in place.

  Business response

  05/05/2023

  DHI Mortgage (DHIM) respectfully disagrees with the consumers claims.  DHIM closed the subject loan on 2/28/22 with a copy of the final inspection issued by the ************************** **************************** dated 2/22/22.  None of DHIMs closing documents were falsified, nor did DHIM find any conflict of interest or violation of ***** mortgage codes.  The final inspection meets FHA guidelines for new construction required documentation.  Any permitting or construction issues need to be addressed directly with the builder, ***************** Texas, Ltd.  DHIM is a corporate affiliate of the parent company, *****************, **** and is not a party to the *********** Purchase Contract.
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im currently in underwriting for a mortgage with dhi. I only chose them for the incentives because I could have went anywhere. I sold my home already and am being told my loan is denied because I didnt make voluntary payments on time to a loan that was discharged in bankruptcy in 2020. Keyword voluntary. The people there have no idea what they are doing . Also I have a flawless payment history after my bankruptcy and a near 700 credit score

  Business response

  05/12/2023

  Discharged mortgage debt can be confusing if mortgage debt is not reaffirmed but discharged in a bankruptcy, the borrower is no longer personally liable for the debt.  The payments may be considered voluntary, but the lender can still foreclose on the property if the borrower defaults or stops making payments.  The voluntary mortgage payments are considered housing payments, a history of which is a strong indicator of how well a borrower would perform on a new mortgage loan.  The loan was rejected due to the number of housing payments ******************* the past 12 months.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ongoing issues with processing and underwriting of loan. **** is being held hostage for documents that have already been provided, repeated requests coming from lender for docs that have already been provided. Processor will not return my calls, loan officer will not call, neither of them will escalate with management nor provide me with an escalation path. ****** seems to be shutting down my communications an not listening to me, nor willing to comprehend the Alternative documentation that I have provided to satisfy the underwriting requirements. I asked the processor to call me to obtain a credit supplement together, the processor will not call me so we can conference call the credit agency together. Why is the lender not working with me as the customer to get my loan closed?

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 24, 2022, I received my Closing Disclosure for my new build from *****************. I opted to work with DHI Mortgage since my experience with sales was positive and my former lender was more than the estimated loan from DHI. I called my loan ******** ******************************** Mortgage Loan Originator, NMLS# *******, on the afternoon of August 24, 2022, after I reviewed my Closing Disclosure. She mentioned that she hadn't seen the numbers but, would review the documents the following day. Since I hadn't heard from ************************ on the morning of August 25, I reached out to her via email asking if everything was set only to get a phone call from her that my VA appraisal was not completed and that it was ordered and scheduled for September 2. I informed her that this would not work for me because I have to be out of my apartment on August 31 and had made arrangements based on what was provided to me regarding my closing. I explained to her that this put me into a serious hardship as I do not have family members where I presently live and my friends are not close by to stay with temporarily while they get their ducks in a row. She apologize and stated they were at the mercy of the VA and appraiser and the solutions I proposed were quickly shotdown. She recommended that I could call the VA to complain and provided that number but, the VA was no help either. Luckily my realtor had the number to the appraiser, I contacted him directly and stated to him the hardship that DHI Mortgage would be putting me in if I had to wait until September 2 for his appraisal and report. Relunctunately, he agreed to rearrange his schedule to complete the appraisal on Monday, 8/29 by COB. I notified ************************ about this and was promptly told not to set unrealistic expectations. This comment by her only frustrated me more and further frustrated me that still no one was being transparent about this error.

  Business response

  09/08/2022

  Were happy to explain the timeline.  For VA new construction loans, the appraisal cannot be ordered until the property is complete, except for customer preference items (floor coverings, interior finishings, appliances, etc).  The VA portal reflects we originally ordered the appraisal 7/20/22, before discovering the property had not reached the customer preference stage.  We requested VA cancel the appraisal the following day. 
  
  The appraisal was re-ordered 8/10/22 with a delivery date of 8/24/22.  We discovered at that time that VA didnt cancel the original request and instead left it on hold; however, we were not aware that as a result, the VA appraiser would not receive an automated notification from the VA portal when we re-requested the appraisal.  We are required to allow the VA appraiser a full 14 calendar days to complete the appraisal. We followed-up on 8/25/22 about the late appraisal, which is when you also got involved in contacting VA.  Weve since learned that the appraiser was not aware the request was re-opened until he received our late notification. 
  
  DHIM follows regulatory Appraiser Independence Requirements and prohibitions which limit the parties that *** engage in communication with an appraiser.  The intent is to protect the integrity of the appraisal valuation; unfortunately, customer service suffers if any issues arise.  We regret that you had to go through the stress of this process, and we are happy that the appraiser rushed the appraisal to allow you to close on time.

*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. ↩