ComplaintsforXome Inc.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023 XHOME listed a property *********************************** on an Auction web site. I put a bid on the home. This required me to give XHOME all my banking information and additional personal finance information. The Auction ended I was not the highest bidder. Several days latter the house was listed again. This happened several times over the next few weeks. As I find out ***** had nothing to do with the property. They were just collecting peoples and business banking information.They need to be stopped. They are, I assume, a criminal organization.

  Business response

  07/01/2024

  As part of its standard business practices, Xome promptly investigates and responds to all complaints and takes all such matters seriously. 
  
  As part of our standard onboarding process, the complainant completed the ** verification process when creating their account. The verification process utilizes a 3rd party vendor that verifies a consumers identity via their legal name, address, driver's license, and date of birth. ********************** does receive or store this information. Once a consumer completes the one-time ** verification, they are not required to submit any banking or credit card information to register for an event and bid on a property. We also verified that the complainant has not created a purchase profile on our platform which confirms that we have not collected any banking information from them. 
  
  After further research, we were able to see that the complainant did place a bid on 6/28/23 for the property located at ***************************************, he was outbid, and after the closing of the auction event, the seller chose to not accept any bids in that event. The property went through another 16 auction events before being sold. 
  
  We want to assure complainant that we only collect information necessary to ensure the best experience for all customers on both sides of the transaction and do not store any information provided during the ** verification process. For a detailed explanation of how consumer information is utilized by Xome on our website, please review our privacy policy at www.xome.com/pages/privacy-policy. We hope that they will consider using Xome in the future and encourage them to contact our customer service team at ************** or ************************************************** with any additional questions.   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bid on a home that was offered. I won the top bid. When contacting the county where I purchased the home they stated the bank did not own the home and it was sold in redemption. Before Xome knew I knew this, they were asking me to raise my purchase price as it did not make the reserve bid. When I informed them of what I knew, they confirmed with the bank I was right. Xome did not have the right to offer the home. I understand the bank should not have hired them to sell the home- but I feel there needs to be a way for Xome to verify they can legally sell a home as this caused much confusion and wasted time for all involved.

  Business response

  03/15/2024

  Xome is treating this issue with the utmost seriousness. As part of its standard business practices, Xome promptly investigates and responds to all complaints and takes all such matters seriously.
  
  Xome operates as a platform to host auctions on behalf of sellers. In this role, Xome relies on sellers to furnish all the required information about a property, including its legal status, to make sure its eligible for sale. In this case, we werent informed that the  property had been redeemed, and our actions were based on the information provided to us without violating any of our policies.
  
  While Xome acknowledges responsibility for listing this property, it is important to note that Xome was given authority to auction this property. The property was promptly removed from auction once Xome was made aware of the redemption.
  
  We appreciate the complainant bringing this to our attention and understand and apologize for the inconvenience that occurred. We hope that they will consider using Xome in the future and encourage them to contact our customer service team at ************** or ************************************************** with any additional questions. 

  Customer response

  03/15/2024

  I am rejecting this response because: It was just a generic response. No policies were changed to validate/verify that property can legitimately be sold. Xome should not be relying on the bank/seller to just state they have authority to sell. A verification process should be put in place by Xome to eliminate the confusion and frustration to there consumers. Its just bad business. 

  Business response

  03/26/2024

  Xome and our hundreds of institutional and investor sellers exchange data daily to ensure that only eligible properties are being marketed and sold. Xome must rely on the information received from our sellers for this daily reconciliation to occur, as the seller has the information on what is or is no longer available for sale.  
  
  In this specific instance, the property reverted to the beneficiary and was being marketed to sell in a post-foreclosure online auction. In ********* and a few other states, there is a period post-foreclosure where the original homeowner can redeem the property by paying off the mortgage. That redemption is what happened in this case, but a notification that the property was redeemed was never provided to Xome. The processes are in place to remove a property that has been redeemed from the Xome marketplace upon receipt, but in this rare instance the property was not removed due to the seller not sending the redemption notification. 
  
  We appreciate the complainant bringing this to our attention and understand and apologize for the inconvenience that occurred. We hope that they will consider using Xome in the future. 

  Customer response

  04/17/2024

  I am rejecting this response because: I disagree with the response. They need to reevaluate their policies. Checks and balances need to be in place when listing of property for sale.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have asked this company to take down the listing of my home because it poses a privacy and security issue and theh have refused. I want my information removed.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/08/29) */ We receive and display millions of properties throughout the nation from MLSs, local taxing, and property records recorder's office. This information is publicly available data and in many cases, individuals can go online directly to their local assessor and recorder's office to view the same information. As such, we do not remove these records from our system. We can remove specific photos, however, when we looked up this particular address only the Google image was showing in our system. If the complainant has specific links or examples they can share we can have specific photos removed from our site. We look forward to working with the complainant on resolving their concerns.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue has been ongoing for a while now. I've not even bothered trying to recall the date this first happened. Xome has been targeting me with ridiculous unprofessionalism for way too long now. The latest... Other than ignorance, I now can't search for addresses of homes for sale. My searches either simply don't process or I get a white "400 Bad Request" page. They also are now insisting that I provide information in my account that they do not need because I do not use their website for homes up for auction.

  Business response

  11/03/2022

  Business Response /* (1000, 10, 2022/08/12) */ As part of its standard business practices, Xome promptly investigates and responds to any correspondence from a dissatisfied customer and takes all such matters seriously. As the complainant mentioned, their specific issues with our platform have been ongoing for quite some time. We have had multiple correspondence with the complainant to gain more information specific to the issues they are running into as we have not received any similar complaints from other users and have not been able to replicate the issues on our end. The last recommendation to this individual was for them to clear their cache and cookies. If the complainant would like us to continue investigating we will need them to send the following information to *************@xome.com: 1. Browser and version 2. Device type 3. Screenshot of the search they are attempting when the error occurs along with the exact search term(s) Consumer Response /* (3000, 17, 2022/09/05) */ I only just found this reply. The company I reported is lying. I know for a fact they are purposely being very unhelpful and unprofessional. They make claims that are not only false but irrelevant. They think me emailing them the browser and browser version, device type and screenshot of the search(es) I've done. This will not help. It's not even all of the most recent I informed them of. Actually, they've not even replied to my most recent emails to them. They have purposely ignored other issues. The final fact, is... The problem is on their end and they need to correct what they've done to my account.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of ** ****** Dr. Horsham, PA XXXXX. I sent Xome Inc. customer service an email requesting they remove all photos they have posted of my home that is currently posted on their website. Do to Privacy issues my wife and I do not want our home shown. Xome Inc. has ignored our request. Has not respected our Privacy. We ask that Xome remove all pictures posted. And not to post any more pictures of our home via the internet. They are not authorized nor do we grant them permission to do so.

  Business response

  07/21/2022

  Business Response /* (1000, 6, 2022/06/01) */ Xome receives and displays millions of properties throughout the nation via data from MLSs and local taxing and property records recorder's office. This information is publicly available data, and in many cases, individuals can go online directly to their local assessor and recorder's office to view the same information. As such, we do not remove these records from our system. We can remove specific photos, however, when we looked up this particular address only the Google image was showing in our system. If the complainant has specific links or examples they can share we can have specific photos removed, however, if the information is provided to us again via our feeds, the photos will appear again on our site. If the complainant believes there is erroneous data or would like to discuss what information is publicly available, they will need to contact their local property assessor or recording office. Consumer Response /* (3000, 8, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no reason for me to contact the local Tax Assessor regarding information that is public record. I do not grant Xome permission to place my home or information on their website. It is not open for debate. You are not authorized nor permitted to place any information regarding my home on your website.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Filed in the Dec of 2021 . Address on file .********************** XXXXX . I am owner of this address . And business . sunsets properties and xome reality association . Both xome and sunsets properties has fail as follows .has not give me my company deeds as the beneficiary family heir owner . Has not give me my principal place of business address for both these companies . Has not give me my owner deeds. And got my deeds registration did too a address I own by I am not at that address .I am at address on file own by the family .*********************** XXXXX . Please send and make all correction too this business estate .that is filed wrong and send me the paper work .so I can no what I can do and not ....thanks ...other information related too this case is filed in the year of 2007 .....***************************** .and ************************* . ********************* ....all the information in this text is own and co owner by me .too as a beneficiary inheritance .thanks in advance . ...

  Business response

  06/08/2022

  Business Response /* (1000, 7, 2022/04/22) */ Upon receiving this complaint, our Customer Service department promptly contacted Mr. ****** and discussed this issue and resolved all questions with him via phone call on 4/5/22. Consumer Response /* (3000, 9, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of the business has not sent me my for life papers too owner just the government .I ask for cpa accounting which has too come from them .on all of this and my bank account. ...I am sopoose too see everything. I own and co own .too my like .and I sopoose too have a agent or and attorney too talk too about all of this. In any event of services too as the owner. Or requesting a item for review in my ownership. ... All of these business are the same stuff . But there is one leader. And I haven't heard from the leader yet. Mr ***** ****** deceased owner personal agent or attorney n fact or fidauary services. Sense the year of 1999 .... address 2896 catilna Dr Decatur ga , and 2245 Sutton st atl ga . These address are going too various of businesses own by ***** ***** aka ****** ***** filed in the year of 2007 and 2009 and 2010 . address *** ******* ** *** ** ,XXXXX Business Response /* (4000, 13, 2022/05/09) */ Xome's Customer Service team has spoken to Mr. ****** multiple times and there is no additional information that we can provide to him based on the information that has been provided. If there is anything outstanding, he can contact [email protected] with a list of addresses and specifically which documentation he is requesting for each. If this is in relation to shareholder information, he can contact [email protected]. Consumer Response /* (4200, 15, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did not send me tbt board of directors information .did not give me the information I want .I soppose too be run the company as the owner as a coo or a cfo or a executive aka trustee heir .the property management of my company in atl is steel my stuff .give away all the property for free for sex and burning down the housing ....beat people up too make them leave the house got me set up for law suit . He is file deed try too take out mortgage on the property fraud forgery. All kind of criminal activities from the management in the city of Atlanta ga . I ask for cpa accounting .too all I own .from the looks of it Coldwell banker association and Mr cooper group xome reality is the same merger with chase bank and Washington mutual bank and Texas commerce bank , *************************** XXXXX . All the same .the board of directors and my family personal fidauary of this company sopose too have been gave me all my legal paper too this business and bank account too ...no notices from any of the fiduciary responsibility or the company ever on all of this sense 1999 up too now .are y'all try too kill me and rob me .it what it is looking like .

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14, 2021, my company MRG Enterprises LLC purchased and settled on a property. Immediately following settlement I encountered a representative of Xome Field Services inside the home and informed him that the ownership had transferred and their services would no longer be needed. I had taken possession of the property and had started to conduct repairs. On July 9, 2021, I visited the property and noted the grass had been mowed and deadbolt locked to which I had no key. Upon gaining entry I noted the house had been accessed, repair items inside the house had been moved, and all of my tools removed/stolen. Investigation conducted by the Washington County Sheriff's Department concluded in a written report that there was no forced entry and the only access point was the main door as the trespasser and thieve had the key to lock the deadbolt. Over $5,000 worth of equipment stolen from the premises. The report also concluded that individuals who were provided access by Xome Field Services ("XFS") had access to the property and XFS logs showed they had contracted for the property to be services on the day in question. XFS was also contacted immediately and they conducted an investigation for several months concluding they had no responsibility and their contractors had not accessed the property, directly conflicting with the conclusion of the Sheriff's Department report. Supporting information has already been provided to XFS directly.

  Business response

  03/09/2022

  Business Response /* (1000, 7, 2022/02/11) */ As part of its standard business practices, Xome Field Services LLC (hereafter, the "Company," which is now owned by Cyprexx Services LLC as of October 22, 2021) provides field services and property preservation services on behalf of banks and mortgage servicers. In connection with such services, the Company facilitates property inspections and maintenance on mortgage delinquent properties for the purpose of preserving and protecting the properties that secure mortgages in default or in foreclosure. The Company takes all complaints and reviews received very seriously and thoroughly investigates all claims. The Claimant is alleging that the Company's vendor removed various tools and equipment from the property basement on or around 7/8/2021. The Claimant called the police, and an officer arrived at the property at 9:00 am to take an incident report. The Claimant states that he was last at the property on 7/6/2021 and had his tools stored in the corner of the basement, and when arriving on 7/8/2021 the tools were missing. The recurring lawn work order was completed by DA Property Services later that day. Photographic evidence shows that the vendor was at the property between 4:00 and 5:00 pm. We reached out to the vendor and were told the crew did not enter inside the home and only mowed the lawn and left. The vendor also stated that they do not provide any lockbox information to service crews that are sent to complete exterior services like mowing and landscaping. The Claimant told us that his neighbor witnessed a "truck with trailer" at the property loading up items. The DA Property Services crew did not have a trailer on the back of their truck, and this fact is also supported by photos taken that day. We reached out directly to get additional information from this neighbor, but the neighbor did not return our calls or answer our written requests. Prior to the Claimant's company purchasing the property, there were notes and photographic evidence that the basement door of the property was unsecure. Given the above, there is no evidence to support that the vendor removed anything from the property. The Claimant called police the morning of 7/8/2021, which was prior to the vendor arriving to complete the recurring lawn work order later that afternoon. His claim was investigated, and as a result of the facts cited herein, was denied on 11/3/2021.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company should not be appraising homes. On April 28th 2021 I had my home appraisal for potential refi loan. The appraiser Maureen was late and only spent a total of 10 minutes appraising my home. She walked through quickly snapping horrible photos and barely said a word about anything let alone the process that would be taking place. And lastly not only did the report come back 30k less than expected but there were missing items on the report and the fee that I was charged was $465 but on the report stated the appraisal fee was $275. I emailed Maureen to go over some of these issues but I've yet to get a response.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/04) */ Xome Valuation Services LLC (hereafter, the "Company," which is now owned by Voxtur Analytics US Corp.) is a national appraisal management company. The Company takes complaints and reviews received from dissatisfied customers very seriously and thoroughly investigates all claims. Every Xome complaint or review is managed by the BBB of North Texas. This complaint (original ID #XXXXXXXX) was initially filed against ValuTrust Solutions, located in Overland Park KS and was processed & closed by the Kansas City BBB on 07/02/2021 as an "answered complaint". In January 2022, the complaint was transferred to the BBB of Pittsburg and was misfiled there before being transferred to the BBB of North Texas. Xome has no record of having received an order request for an appraisal on the property or of having completed an appraisal on the property. As a result, we formally request that the BBB of North Texas remove this complaint from the Xome record and BBB page.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested an appeal of the appraisal based on updated comps and upgrades made to home that were left out of the appraisal. Succulent time or effort was not put into this appraisal and I want to go with a third party of my choosing, since I was given no options to opt for another appraiser. This company only works with this lender and uses unscrupulous and predatory tactics to give low appraisals therefore resulting in higher interest loans Product_Or_Service: Home appraisal

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/04) */ Every Xome complaint or review is managed by the BBB of North Texas. This complaint was misfiled with the BBB of Pittsburg on October 31, 2019 and we were not notified until January of 2022. We formally request that the BBB update this complaint with the original file date and confirm in writing that we were not alerted of this issue. Xome Valuation Services LLC (hereafter, the "Company," which is now owned by Voxtur Analytics US Corp.) is a national appraisal management company. The Company takes complaints and reviews received from dissatisfied customers very seriously and thoroughly investigates all claims. In October of 2019, the Company ordered an appraisal from the panel appraisal, at the request of our client, for the property located at *****************. The report was delivered to our client on October 23, 2019. Unfortunately, there is no evidence the homeowner submitted a rebuttal request for the appraisal received. Due to Appraisal Independence Requirements (AIR), any issue with the quality of the report is filtered from the customer, through the lender, and then on to us. Since the appraisal passed our internal quality control protocols, and the lender did not raise concerns regarding the credibility of the report, no action was taken by the Company

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid valutrust $520 to perform an appraisal on my home at ******************. After the appraiser David ************ inspected our home a report was submitted. There were some noticeable discrepancies with the report that included inadequate information about my home. I also noticed that the appraiser based his findings on comparables dated 4/2020 which was eight months ago. However, there are recent comparables in my area 11/2020 and 12/2020. I reached out to the company expressing my concerns/ discontentment and representatives of the company Jeremy H******* and Kristen refused to discuss my concerns. Product_Or_Service: Appraisal Order_Number: *******

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/04) */ Every Xome complaint or review is managed by the BBB of North Texas. This complaint (original ID # ********) was initially filed against ********* Solutions, located in Overland Park KS and was processed & closed by the Kansas City BBB on 2/23/2021 as an "unanswered complaint". We were not notified of the complaint until January of 2022. We formally request that the BBB update this complaint with the original file date and confirm in writing that we were not alerted of this issue. Xome Valuation Services LLC (hereafter, the "Company," which is now owned by Voxtur Analytics US Corp.) is a national appraisal management company. The Company takes complaints and reviews received from dissatisfied customers very seriously and thoroughly investigates all claims. The Company ordered an appraisal from the panel appraiser, at the request of our client, for the property located at ******************. According to our system notes, Mrs. ******* reached out on December 26, 2020 asking for a copy of the appraisal report. A representative responded on December 29, 2020 that she would receive the appraisal report directly from our client, which was provided. We are sorry to hear the homeowner was dissatisfied with the appraisal service, however, the homeowner did not submit a rebuttal request for the appraisal received with their lender. Due to Appraisal Independence Requirements (AIR), any issue with the quality of the report is filtered from the customer, through the lender, and then on to us. Since the appraisal passed our internal quality control protocols, and the lender did not raise concerns regarding the credibility of the report, no action was taken by the Company.

*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. ↩