Customer ReviewsforAlcova Mortgage, LLC

I made my monthly payment online. However, because Alcova's online portal is so confusing. I placed the payment amount again in the Escrow field. This caused me to make a double mortgage payment which caused me to pay overdraft fees to my bank. (I am sure they have this set-up this way to confuse consumers). I never received a payment confirmation. Therefore I could not catch this. I wrote to Alcova Mortgage and explained what happened. They sent me a nasty letter with bogus documents stating that I had recieved payment confirmation. However, I never recieved the payment confirrmation and can prove this with my google email. They are now charging me an nsf fee, This is the worst mortgage company to deal with.

We hate to hear this client has experienced difficulties with our online system. An ALCOVA team member is reaching out to discuss alternatives that may be a better fit.

I have been trying to get my insurance and taxes added to an escrow account to be added to my mortgage with Alcova since March 2, 2023. I sent the required documents via email and got a canned email back saying that I am to call them. I call and they tell me they didn't receive my documents that proved that I was paid up on my insurance and taxes for 90 days. I submitted again (to the same email address) and they said they received them. I have sent messages via email and to he message center asking where we are in the process and no one will answer me. I still have no escrow account for these two items that I can see. I find the communication to be very poor and also the customer service people to be very hard to understand. They have an email address and a contact us form on the web page, yet messages you send just bounce back saying that you need to call them. Not happy with my experience in regards to communication and to trying to get these things in escrow.

ALCOVA has contacted this client. We’re thrilled to report the concerns have been clarified and resolution is underway.

I refinanced my my home through Alcova Sept., 2021. They did not get my tax bills for 2021. I talked to a Rep about this. They told me to upload my tax bills to their site, which I did Twice, last year and this year. Taxes weren't paid last year. So I paid them myself. This year I received the tax bills again. I called Alcova. They tried to get a hold of tax department, saying they couldn't get them to answer. The Rep said she left a message for them to call me back. I still haven't received that call after that call almost two months ago. I went and paid my taxes on 11/04/22 in person at the County tax Dept.. Meaanwhile, I pay extra on my monthly bill, to cover any tax shortage in escrow. I came home, made copies of the tax bills and paid receipts, sent them via USPS to Rochester NY and asked them to contact me at ************. Still no call. I just came back into town Saturday. I had my phone with me while we were gone.Still no call. I called Alcova on Tues. I noticed they said they were paying my land taxes on 12/01/2022. Why, when they were asked to call us a month ago. The girl on Tuesday told me she was checking it out and took my phone number in case we were disconnected. Well we were disconnected. Am still waiting for the call. Do you have any answer for me? Or should I call the Better Business Bureau? Howard * ************

ALCOVA has been in contact with this client. The issue has been clarified and resolution is underway. ALCOVA is grateful for the opportunity to rectify this matter.

The employee from Alcova looked at all my documents and said pre-approval would be no issue, he’s have a letter to me that day. Three days later, after not receiving a letter and having pending house appointments scheduled, I reached out and was told we couldn’t be approved. I told him thanks for his time and help and thought that was the end of it. After doing some research on home buying assistance programs offered through the housing authority in my state, I went with a different lender and loan type, both recommended by the housing authority. The new loan and assist program needed to be applied for by a lender from their list, which did not include Alcova. I put in the application with the new lender and started working with them on assistance applications. The representative from Alcova reached out during that time and I let him know I had an application for a different loan type with a different lender and briefly explained why. He proceeded to spam me with emails about how the lender is probably doing shady things to get me approved, that I was going to get in over my head, that my credit score is going to suffer by going elsewhere, and that I’m probably still not going to get approved unless it’s for a small amount. It was very unprofessional and I had told him multiple times I was applying for a completely different loan type and wished him well. I had to block his email. I’m not sure if his attitude reflects the service that is typical of alcova, but bad-mouthing another lender and trying to discourage someone from seeking a second opinion, especially when new circumstances arise, is not ok in my book. I’m not really comfortable that he has so much of my private information after seeing his reaction.

One of ALCOVA’s top priorities is providing great service to every customer, so we take feedback very seriously. Our employee was concerned that the new loan officer may have overlooked key guidelines which would ultimately cost the client both time and money. While the communications were intended to be cautionary, it seems they may have come across as critical. For that we offer our apologies and will use this experience as an opportunity to stress the importance of tone.

Extremely poor communication skills, very unprofessional They constantly and unjustifiable changed numbers and estimates by an EXORBITANT amount (we’re talking thousands and thousands of dollars) during the process of our loan. They also demanded personal bank account information that they did not need (from someone related to us who has nothing to do with the loan we were approved for) it definitely seems like a scam

Providing great service to every customer is our top priority, so we take feedback like this very seriously and appreciate the opportunity to address the points raised. The loan estimate did change significantly. However, that was due to the sales contract being radically amended after the appraisal came back at roughly 85% of the original purchase price. ALCOVA also requested financial information from a non-borrower. This was because the individual supplied funds toward the loan and agencies, such as the Veterans Administration in this case, require lenders to verify such gifts. We apologize if previous explanations left the matters unclear and hope this helps to clarify.