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1st Family Mortgage Company

Phone: (615) 425-0105

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Customer Complaints Summary

6 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service5
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints6

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (6)
02/07/2013Problems with Product / Service
07/15/2013Problems with Product / Service | Read Complaint Details
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Complaint
Did not receive appraisal refund as promised.
After being led on for months, we were told we would not be able to receive a loan from First Family Mortgage. We had already paid them for certain services. We spent a large amount on an appraisal, which was promised to be refunded being that we should have never had to order one in the first place because they could not help us. Months later, we still haven't received that refund. We make numerous calls that always go unanswered. It is impossible to reach someone, you only get their voicemail (and they never call back). All we want is our money back so we can move on and never have to think about this company again. We are very disappointed them and completely dissatisfied and frustrated.

Desired Settlement
All we request is to receive the appraisal refund we were promised - $485.

Business' Initial Response
Contact Name and Title: ***** *****, Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: ***********@1fmc.com
I have spoken with ******** several times and have put the wheels in motion to get her a refund on the Appraisal. This one just got lost in the shuffle due to some internal changes with our accounting procedures. I really appreciate ******** calling this to our attention.

Business' Final Response
We appreciate ******** ***** calling our attention to an oversight of a refund in the amount of $445.00. It is always our intention to service our clients with 100% satisfaction. We are truly sorry for any inconvenience this may have caused them.

The refund was mailed on 7/1/2013 check number *****

Best Regards,
***** *****, Marketing
XXX-XXX-XXXX

06/23/2013Problems with Product / Service
02/27/2013Problems with Product / Service
02/21/2013Problems with Product / Service
01/29/2013Advertising / Sales Issues

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.