Complaints

This profile includes complaints for DHI Mortgage Company, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DHI Mortgage Company, Ltd.

  10700 Pecan Park Blvd Ste 450 Austin, TX 78750-1227

• 

  DHI Mortgage

  9926 198th Avenue Ct E Bonney Lake, WA 98391-5952

• 

  DHI Mortgage

  5043 Bayne St NE Salem, OR 97305-4088

• 

  DHI Mortgage Company, Ltd.

  11241 Slater Ave NE Ste 220 Kirkland, WA 98033-8826

• 

  DHI Mortgage

  23 Ka Ikena Loop Wailuku, HI 96793-4170

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:10/07/2024

  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 was interested in purchasing a home through DR ******* I contacted ******** ***** on May 25, 2024, about the homes in the *********************** location in ********* **. My wife and I visited ******** at her office, toured a few homes, and discussed purchase options. On August 2, 2024, I went through the Pre-approval process and paid $2000 ******* money. However, I received a Pre-approval report form that didn't align with our discussions. When I tried to clarify, I was passed off to managers and couldn't get a clear explanation. I decided to cancel the home-buying process on September 17, 2024, and requested a refund, but they insisted on holding the $2000 until I'm ready to purchase with them. I just want my money back and have been facing communication issues. I have since tried calling everyone there whom I have a phone number for and nothing has been resolved, I feel as though I am being ignored. I have tried reaching out to *************** through every avenue I can find and still no one is even communicating with me. Furthermore I did not sign any contract or anything stating that my ******* money would be non-refundable and if so, a DR ****** associate should provide me a document stating that.

  Business Response

  Date: 10/16/2024

  Thank you for the opportunity for *** Mortgage (****) to respond to this complaint.
  Our records reflect this borrowers loan was conditionally approved on 8/14/24, and this loan was scheduled to close on 9/27/24.  Several financing options were presented to the borrower. 
  He decided it was not a good time for him to purchase a home and he requested that his sales contract be terminated.  On 9/16/24 the builder issued a termination and release for the borrowers sales contract, and, per the borrowers request,his loan file was withdrawn.
  As **** is not a party to the sales contract, we do not hold ******* money.  The borrower will need to contact the builder to discuss the ******* money refund. 

• Initial Complaint

  Date:04/15/2024

  Type:Order 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.

  Hi BBB Team this is regarding Loan Id - ********* , File # ***-224200437 with *************** Mortgage (DHI Mortgage). [ related to my residence at ***************************************************************************]i found a discrepancy on my taxes for 2022, with an amount of $671.79 DHI Mortgage collected advance taxes from me [below 3 items], so that it can pay it to the authorities on my behalf in year 2022 [ Interim Taxes ] (stated in final disclosure on my purchase, In the Final Closing Disclosure attached - Page 1, following 3 line items )1. City / Town Taxes - 09/26/22 to 01/01/2023---------------- $11.09 2. County Taxes - 09/26/22 to 01/01/2023----------------------$24.03 3. School Taxes - 09/26/22 to 07/01/2023----------------------$636.67 ------------------------------------------------------------------------------------------ Total ---------------------------------------$671.79 but none of them got adjusted in the final interim bill i received for 2022 tax bill I have paid the below taxes in full (attached the tax bill for 2022 and school tax fr 2022-2023) , for your reference 1 School Tax - $3274.99 2. Township Tax - $55.62 3. Chester County Taxes - $120 ------------------This means that there is a discrepancy of $671 which never got paid to the authorities and has been debited from me (customer), as a part of closing.i reached out to DHI , but they never clearly investigated the case , and dodged the ball to *************** contractor team, i raised this issue in Jan 8 and did multiple correspondences after that , but no avail.I request BBB to intervene and request DHI / *************** to validate this case and if valid, refund this amount ($671.79) to me ASAP.** attached documents , also attached my communication with *************** team member who was handling this item.*********************************

  Business Response

  Date: 04/25/2024

  Thank you for allowing DHI Mortgage (DHIM) the opportunity to respond to this complaint.
  This borrower felt that, at closing, he had been improperly charged township taxes, county taxes and school property taxes because he felt he had to pay these property taxes again shortly after closing.  For this, he stated he felt he was owed a refund of $671.79, the amount of property taxes he was required to pay at closing.
  We explained to the borrower that, prior to closing, the builder had paid the township taxes, county taxes and school taxes for the full year, based on the unimproved value, but they only had ownership for part of the year.  It was explained that the $671.79 collected at closing was the amount paid back to the builder for the portion of the year when the borrower had ownership.  We then explained that on new construction in ************, all borrowers are sent an interim tax bill for the remaining taxes owed based on the newly assessed improved value.
  With the above and the comparison with his current tax bills,************** realized there is no error, and he agrees with the amount of property taxes he paid at closing.

• Initial Complaint

  Date:04/11/2024

  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.

  Poor communication when it comes to phone calls. Both ********************* and ************************************* do not return phone calls in a timely manner. It's plain poor business etiquette. The reason for this complaint is that they impose impromptu deadlines, yet do not answer phone calls to discuss ways to resolve the submission of needed documents for said deadlines. I submitted the needed document redacted to protect my privacy. Yet they did not accept it and imposed the impromptu deadline. The statements shown below are written in their reply emails:Customer Service is very important to us at DHI Mortgage! After your closing, you will receive a customer survey regarding my performance. If ever you feel that I haven't met a "10" to your satisfaction, please let me know how I can improve. Thanks! BEWARE! WIRE FRAUD IS ON THE RISE. Accepting wire and disbursement instructions by email is dangerous. DHI Mortgage will NEVER request that you send funds (e.g. credit card numbers, bank account info, routing numbers) through email. If you receive such a request, please immediately call your Loan Officer.I followed the business's provided advice by redacted sensitive banking information. I understand the verbiage says "send fund." But for security reasons, providing a bank statement will expose those sensitive numbers. The specific branch in question is "DHI Mortgage *********************** | Branch NMLS #*******"

  Business Response

  Date: 04/17/2024

  Thank you for providing DHI Mortgage Company, *** (DHIM)with the opportunity to address the complaint mentioned above. After carefully reviewing the file and our records, we must respectfully disagree with the claims made.
  
  The complainant, who is a gift donor assisting his parents with a home purchase, is required to source the gift funds as per FHA regulations. As the lender, we are obligated to document the transfer of gift funds from the donor to the borrower, along with a signed gift letter. To ensure compliance, the complainant was requested to provide bank statements through a secure portal.
  
  Despite obtaining the necessary statements, the complainant altered them to protect personal information. We asked for unaltered statements to adhere to loan program guidelines, but received partial and redacted versions that cannot be accepted.
  
  In conclusion, we acknowledge the complainant's dissatisfaction with the level of customer service provided. **** requested the statements from both the borrower and the donor through a secure portal. While the borrower followed the instructions, the complainant opted to send the information via email instead of the secure portal. It is crucial to mention that the donor was not advised to send bank statements via email.

• Initial Complaint

  Date:02/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:12/07/2023

  Type:Order 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/04/2023

  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.

  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

  Date: 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

  Date:11/27/2023

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/20/2023

  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.

  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

  Date: 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

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:04/03/2023

  Type:Order 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.

  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

  Date: 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.