ComplaintsforDHI Mortgage Company, Ltd.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to elevate my current situation to the appropriate levels. loan #********* We were originally set to close on our house today (June 25, 2021) and after constant communication between my sales rep and loan team with DHI we have been told that it was a solid date. It wasn't till this Tuesday (6/22/21) that I found out there were still pending items that we would not be allowed to be closed. The only way I found out about this was from me calling to make sure everything we set and the loan officer stated someone should have called to inform me about the situation. The item pending is the VA appraisal and since this request by DHI was only submitted on 6/17/21, confirmed by contact ************ at the VA seems that someone on DHI/*************** dropped the ball on submitting the request sooner knowing that the target closing date was set for 6/25/21. We sold our house as part of the contract agreement and the local ft worth branch manager told me we would get compensated and to no avail

  Business response

  09/02/2021

  We are disappointed that the consumer did not receive the level of service he expected and certainly deserved. DHIM strives to provide excellent customer service, especially to our veteran borrowers.

  Appraisals on VA loans are not ordered until the house meets VA's definition of the "customer preference stage" - which generally means the house is complete except for flooring, fixtures, painting, etc.  As a result, it's not uncommon for the VA appraisal to push or delay the closing.  It appears once DHIM verified the new home met this stage, a contract revision from the builder/consumer was required before the appraisal could be ordered.  Our review found this process took longer than should be expected, and more importantly, the consumer should have been in the loop earlier on any potential delays. 

  Regarding a request for compensation, our review found the consumer received a $500+ credit at closing as a result of the delay.  **************************** will reach out to the consumer directly regarding conversations with the local branch.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for mortgage with DHI Mortgage who pulled my credit in June 2021. In August 2021, all of a sudden, my credit was pulled again without any notice. After connecting with the ******** **************************** she mentioned that "for some reason" they didn't receive my credit score from one of the 3 companies in June, so they had to pull my credit again to obtain a full credit report. Furthermore, I intentionally left my application incomplete exactly to prevent such occurrence and further approval and it was moved forward with anyway. The fact that they just went ahead, credit approved my incomplete application, and pulled my credit again without any further authorization or, at least, notice is unacceptable, unethical, and damaging.

  Business response

  09/10/2021

  DHIM has reviewedthe complaint and found that the initial credit inquiry in **** was authorized atapplication, but the credit report received was incomplete.  The credit report was updated in August to provide a complete report toUnderwriting; it was our understanding from the consumers realtor that he wasstill looking for a home.  The Augustinquiry was authorized by the written authorization executed at application;however, DHIM has agreed to remove this inquiry from the consumers creditreport.  We apologize for theinconvenience.

*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. ↩