Complaints

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:06/20/2025

  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.

  Homeowners can be worn advantage first lending is pretending to be a legitimate company which has the homeowners best interest in mind doing any possible refinance process but it's evident they're just trying to make a quick buck they have no problem with being ****** on the spot and attentive when it comes to running your credit to see however individuals like **** ******* and one who said his name was ***** a supervisor subsequently disappear if they don't think a refinance is possible often times the phone will just hang up as it did today more than a couple of times...These are just hustlers... I would advise to avoid them for your own financial safety... They need to remove the inquiry from my credit there were a number of easy follow-up questions which could have facilitated a successful process but because they had assumed that things would stay the same, they disappeared...

  

  Business Response

  Date: 06/26/2025

  We appreciate the opportunity to respond. Mr. ***** submitted a VA refinance application with us on March 21, 2025, through Loan Officer **** *******. After reviewing his file, we informed him he was not eligible due to low credit scores and a 120-day mortgage delinquency reported in January 2025 by his servicer, ************************ Manager personally spoke with Mr. ***** at that time and advised him to work with his servicer to correct any reporting errors. He was told that if Mr. ****** issued a fix-it letter reversing the delinquency, we would be happy to reevaluate.
  We had no further communication from Mr. ***** until this BBB complaint. After receiving it on June 20, 2025, our Sales Manager attempted to contact him daily and finally spoke with him on June 25. Mr. ***** said he tried calling in but was disconnected; however, no voicemails or messages were left, and neither our manager nor Mr. ******* had any missed calls or direct contact.
  During the June 25 call, Mr. ***** authorized a new credit pull, but unfortunately, the same mortgage delinquency remains, which still disqualifies him. This was explained again, and a follow-up email was sent to him confirming the discussion. Mr. ***** acknowledged the situation and said he would consider retracting the complaint. The call ended positively.
  We are committed to assisting Mr. ***** if the reporting issue is resolved and he becomes eligible. In the meantime, we respectfully dispute the suggestion that our team was unresponsive or acted in bad faith.

  Customer Answer

  Date: 06/26/2025

  The company it's not customer centric it is profitability based the customer does not appreciate advantage first lending rehatching the details of the application process or making the process seem as if there was some type of remorse on behalf of the customer because of an application denial, the company does not take a proactive approach, that were questions which I had to draw out of them which were useful in preventing unnecessary delays and hindrances which could have prolonged the process even further, they were not told that I would cancel the complaint they were told that if they understood the principles of the complaint which they clearly do not then that would be a  consideration in that it was never any problem to reach them before when they thought they could get a commission from a refinance but it's supposed to now be a happenstance that none of the individuals ***** or **** ******* could be reached and the phone calls mysteriously dropping was supposed to be some type of accident, by their own admission they admit that they hadn't heard from customer in a while because they didn't take a proactive approach, customer does not appreciate advantage trying to make it look like  the complaint is a remorse because of  unapproved application . The company is out for a quick commission it's not a customer-centric company..

  

  Business Response

  Date: 07/03/2025

  We appreciate the opportunity to provide further clarification in response to Mr.*****s additional comments.
  At AdvantageFirst Lending, we take customer concerns seriously and aim to ensure each client has a clear and respectful experience, regardless of application outcomes. We regret that Mr. ***** feels our response mischaracterized his concerns as stemming solely from an application denial. That was not our intent. Our initial reply aimed to outline the factual timeline of events,including the credit and mortgage payment challenges that affected his eligibility and the efforts our Sales Manager made to reconnect once the complaint was filed.
  Mr.***** is correct in stating that his concern was not about being denied but about the perception of responsiveness and the tone of our response. We acknowledge that and appreciate him expressing his expectations clearly in his June 26th email. Our team has reviewed that communication and understands he was seeking acknowledgment of the underlying customer service frustrations rather than a defense of our process.
  To be transparent, we did experience challenges reconnecting with Mr. ***** between March and June. While we made multiple attempts after receiving the complaint, we respect that the communication gap contributed to his dissatisfaction. During our eventual phone call on June 25, we had a productive and respectful conversation, and Mr. ***** authorized a new credit report. As of that update, the eligibility barrier remains due to the same delinquency noted previously. However, we reiterated that we remain ready and willing to assist should his credit report be corrected.
  We regret if our prior response felt dismissive. It was not our intent to imply that Mr. ***** acted out of regret but rather to clarify the reason for the application's outcome. We remain open to working with Mr. ***** should circumstances change and sincerely hope to restore his confidence in our service.

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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.

  Business refuses to stop contacting me using mail. I have contacted this Business several times and they refuse to stop sending their mail to me asking for me to open an account with them. Possibly a scam. No address given and fake interest rate given. I'd like to report this Business for Elder Abuse. Fake phone ************ with a File # VACOV *******. They call themselves AdvantageFirst Lending *** NMLS #*******

  

  Business Response

  Date: 06/19/2025

  We sincerely apologize for any inconvenience this individual has experienced. Upon receiving their request, we have promptly placed their name and address on our internal Do Not Contact list as of 06/19/2025. Please note that it may take 24 weeks for all mailings already in production to fully cease.
  AdvantageFirst Lending does not engage in any form of elder abuse. We operate under strict compliance guidelines and are a licensed mortgage lender (NMLS #*******). The phone number and file number referenced in the complaint are used solely for internal tracking of marketing campaigns and do not pose any threat or deception.
  We take all complaints seriously and remain committed to honoring all opt-out requests. If the individual continues to receive any marketing materials after 4 weeks, we encourage them to contact our ********************* directly at ******************************* so we may investigate further.

• Initial Complaint

  Date:06/17/2025

  Type:Order 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.

  Over the last 3 years of purchasing & am now owning my house through the ** at a rate that this company will NEVER come close to I continue to receiving harassing offers that just wont stop. My attempts to request them to stop (Opt out) using the phone number *************) on the back of their own notice sends me to the **************** **************** with nothing even close to assistance with Opting Out. Their notices reflect that it is regard to an Emm loan; RE: Emm Loan, File ID # ************. I do not have this loan & do not even know what they are referring to. Its been years, I have never done business with them any never will. They appear to target vets and I just want them to stop this harassment. They need to take me off of their lists & place me on their DO NOT CALL list immediately. Please help.

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by our mail communications and for your difficulty reaching the correct department to request removal.
  Please know that AdvantageFirst Lending is a licensed mortgage lender that sends mailers based on publicly available mortgage and property data. These offers are not indicative of any existing relationship and are not associated with your current loan or lender. We understand your frustration and are committed to honoring all opt-out requests promptly.
  As of [todays date], your name and address have been added to our internal Do Not Contact list to ensure you are no longer included in future marketing efforts. Please note that due to print schedules, it may take 24 weeks for any mail already in process to fully cease.
  We have also investigated the phone number issue you raised. We will review the materials you received to ensure accuracy and compliance, and appreciate you bringing this to our attention.
  Again, we apologize for any inconvenience this has caused. If you have any further questions or need confirmation of your opt-out status, please contact us directly at ********************************

  Customer Answer

  Date: 06/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:06/01/2025

  Type:Order 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.

  Advantage First Lending **** continues to send me unsolicited mail mimicking my actual mortgage company and includes junk mail for refinancing my mortgage. This is after multiple requests to be removed from their mailing lists.

  

  Business Response

  Date: 06/03/2025

  Thank you for bringing this to our attention. We apologize for any inconvenience caused.
  Your request to be removed from our mailing list has been processed, and your information was placed on our internal Do Not Contact list. Please note that it can take 24 weeks for all marketing to fully cease, as some mailers may already be in production prior to your removal.
  Additionally, while our mailers are designed to provide information about mortgage options, we do not intend to mimic or misrepresent your current lender. If you have received a specific piece of mail that appears misleading, we would appreciate the opportunity to review it.
  If you have any further concerns, please feel free to contact us directly. We appreciate your patience and understanding.

  Customer Answer

  Date: 06/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising 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 off their junk mail list unsolicited

  

  Business Response

  Date: 05/07/2025

  We sincerely apologize for any inconvenience caused by receiving unwanted mail from AdvantageFirst Lending. We understand how frustrating that can be, and we take these requests very seriously.
  As of the date of this response, we have fully removed the complainant's name, address, and any associated contact information from our internal and third-party mailing databases. We have also added the provided contact details to our internal Do Not Contact list to prevent any future outreach.
  Please note that due to mail production schedules, there may be a short windowtypically up to 24 weeksduring which pre-processed mailers may still arrive. We appreciate your patience during this transition period and assure you no further marketing efforts will be made to the address or contact information provided.
  Should you receive any mail beyond that timeframe, please contact us directly at ******************************* so we can promptly investigate and ensure permanent resolution.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:04/26/2025

  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.

  I do not do business with this company. I have been receiving mortgage offer letter from them since 2023. I tolerated until today I found another homeowner's letter was included in the same envelope with my offer letter from this company. That letter included that homeowner's name, address, mortgage amount and monthly payment. I do not want my information get exposed by this company in the same way. I would like to have my address removed from their mailing list without going through this company I have no idea about. I do not even know if this company is a scam. Further contact could expose more of my information to them.

  

  Business Response

  Date: 05/05/2025

  Thank you for bringing this to our attention, and please accept our sincerest apologies for the experience you described. We understand your concerns regarding both the unsolicited mail and the serious issue of receiving another individual's information in your envelope.
  AdvantageFirst Lending takes consumer privacy and data protection very seriously. We are actively investigating how this mailing error occurred and are taking immediate steps to ensure this type of incident does not happen again. This was not an intentional act, and we deeply regret any concern or inconvenience it has caused.
  We have fully removed your information from our mailing database, effective immediately. Please note that while most mailings stop within 710 business days, some letters may still be in transit due to preprinted materials. After that time, you should not receive any further communications from us.
  To be clear, AdvantageFirst Lending is a licensed mortgage lender, and we are not a scam or fraudulent entity. However, we absolutely respect your decision not to receive future contact.
  If you have any further concerns or would like written confirmation of your removal, please feel free to reach out directly to our ********************* at [insert dedicated email or phone number].
  Again, we sincerely apologize for this experience and thank you for bringing it to our attention.

  Customer Answer

  Date: 05/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  The company replied that my information had been removed from their mailing address. However I had never given my address or contact information to them yet. without knowing my address and contact information until I called the company today. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Billing 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 have records of contacting this company 4 times over the last 6 months asking to be removed from the mailing list. I have not done business with the bank they say currently holds my mortgage in the last 15 years.The last call I made I notified them that I would be charging them a $500 proofreading fee for each letter I receive after the last phone call. That was three months ago and I have received 3 letters since.The last call, I was assured that the person who answered the call had spoken with the proper person/department and that my name/address would be removed. I still continue to get mortgage offers from them.I am requesting one final time that I be removed from their mailing list/offer list, and that any mailings received after the notification or closure of this BBB request will be billed to AdfantageFirst lending at the rate of $1,500 per unsolicited offer as a inconvienence charge.Please accept this as an official complaint to the BBB regarding this company regarding continued unsolicited arrassment.Once again, I am requesting to have my name and personal information removed entirely from their database as well as their mailing list.

  

  Business Response

  Date: 04/24/2025

  We sincerely apologize for any inconvenience this individual has experienced and take all opt-out requests very seriously.
  We have thoroughly reviewed our records and can confirm that this consumers information has been fully scrubbed from our internal mailing and contact lists. Additionally, the phone number provided has been added to our Do Not Contact list. While we were unable to locate call records from the number referenced in the complaint, weve taken all necessary steps to ensure no future communications are sent to this individual.
  Please note that some marketing materials may already be in the process of being delivered due to pre-scheduled printing and mailing timelines. We kindly ask for their patience over the next 24 weeks while any mailings already in circulation are finalized. After this time, they should no longer receive any correspondence from AdvantageFirst Lending.
  We appreciate the opportunity to address this matter and reaffirm our commitment to honoring all consumer requests for removal from our databases.

  Customer Answer

  Date: 04/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:04/07/2025

  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.

  Advantage First Lending, ******* ******* ************ (phone) ************ took personal information such as my name, address, birthdate and social security number to secure a loan to refinance my home. In doing so nothing was prepared other than him stating he would call me right back after running a few numbers and then hung up. The ***** ******* was reference on the letter with a telephone number ************

  

  Business Response

  Date: 05/05/2025

  Thank you for your feedback. We sincerely apologize for any frustration or concern this experience may have caused. We take all consumer concerns seriously, especially those involving the handling of personal information.
  Please know that our management team has made several attempts to contact you directly to discuss and resolve this matter, but unfortunately, we have not received a response. We remain committed to assisting you and addressing any concerns you may have.
  We want to assure you that AdvantageFirst Lending is a licensed and regulated mortgage lender (NMLS #*******), and we adhere strictly to all federal and state guidelines regarding consumer data privacy and loan origination practices. While your inquiry did not result in a completed application or loan, your personal information was treated with the highest level of confidentiality and was never used or shared beyond the scope of your initial contact.
  We would still welcome the opportunity to speak with you and clarify any remaining concerns. If you are open to a conversation, please contact our ********************* directly at [insert phone or email] so we can ensure this matter is properly resolved.
  Again, we apologize for the inconvenience and thank you for bringing this to our attention.

• Initial Complaint

  Date:04/07/2025

  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.

  Where do I begin...-Began on 2/26/25 when ****** sent me a message about a rate drop for a refinance on my home -2/28/25 received the initial disclosure for q 50K cash out option refinance using just my credit -3/5/25 new disclosure sent now only a 35K cash out because my wife needed to be brought into the loan -Appraisal was completed on the home with inaccurate comps being used Along this entire process, it has been nothing but lies, false information, and broken promises. First I was advised a 50K cash out loan with my credit and *** would be no problem, this is why I agreed to move forward. Then I was forced to add my wife to the refinance loan, only to find out they cut my cashback to 45k instead of 50K. THEN I was told my cash out would only be 26K. Nothing was sent in a professional manner. It was bulleted texted messages or emails. And when we spoke with them, they were unprofessional, didn't know what was going on and there was always some new surprise or hoop I had to jump through. Few times I spoke with them it sounded like the person was at home or a party watching a sporting event, unprofessional. To top it all off, they charged me $400 for 2 appraisal. The amount on the disclosure was $650, I paid $500 and I was told to "butter up" the appraiser to get a higher value for the home, to find out the billed me for a 2nd appraisal to take a photo of a smoke detector I changed the battery one and installed right after the appraiser was still in his car in front of my home. I have evidence (text, emails, etc) to support my concerns and I am looking to be refunded for our expenses due to all the misinformation and unethical behaviors and how we were treated through this entire process.

  

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration, confusion, and inconvenience you encountered throughout the loan process. Providing clear, professional, and transparent service is our priority, and we regret that your experience did not reflect the standards we strive to uphold.
  We understand your concerns regarding the changes in loan terms and communication. While some adjustments were necessary due to qualification requirements and underwriting guidelines, we acknowledge that the process may not have been communicated as clearly or consistently as it should have been. We are addressing this internally to ensure our team maintains professionalism and transparency at every stage.
  Regarding the appraisal fee: unfortunately, we are unable to refund this expense, as the appraisal was completed and later transferred at your request to another lender. Once the appraisal is transferred out of our name, it becomes the property of the receiving lender and can no longer be disputed, canceled, or refunded through our channel.
  We truly regret that your experience with us fell short of expectations and understand how frustrating this must have been. If there are any outstanding concerns you would still like us to address or if you would like to speak directly with a member of our management or compliance team, we welcome the opportunity to assist you. Please contact us at [insert direct contact info].
  Thank you again for your feedbackit helps us improve our service and accountability.

  Customer Answer

  Date: 05/05/2025

  thank you for the response. While I understand the position of the company, no where along the process was I noticed Id be charged for two separate appraisal fees and my credit card would be ran without my knowledge. The only thing I was told by them was to schmooze the appraiser to the and get more money. Nor was I advised that the appraiser would charge me a 2nd fee for coming out to take a photo of the smoke dectector. Which, by the way was put back on while the appraiser was sitting in front of my house. I even texted him it was done and he marked his file and never came inside to take a photo. Instead he waited days and came out to take a photo, then the consul  charged me for this 2 minute visit without my knowledge. 

  

  Business Response

  Date: 05/07/2025

  Thank you for your follow-up. We would like to clarify the terms regarding the appraisal charges and your authorization.
  At no point was the appraisal fee to be absorbed by AdvantageFirst Lending. As disclosed and agreed upon, the appraisal was paid partially upfront by both you and our companyyour portion was charged directly by the appraisal management company to your credit card, and the remaining balance was advanced by us with the understanding it would be reimbursed through your loans closing costs. This is a standard practice and was supported by the signed credit card authorization form on file, which permitted us to recover any unreimbursed third-party expenses should the loan not close with AdvantageFirst Lending.
  Your file required a reinspection (1004D) due to subject to conditions identified in the original appraisalspecifically, the smoke detector. While we understand your frustration, the appraiser operates as an independent third party, as required by federal law, and is not employed or influenced by our company. Reinspection fees are standard in mortgage lending and are assessed directly by the appraiser; they are neither controlled nor marked up by us.
  Ultimately, your loan was cancelled at the closing table when you chose to proceed with another lender. At that point, the costs we advanced on your behalf became non-recoverable through the loan and were therefore charged to your card in accordance with the signed authorization.
  We remain committed to transparency and regulatory compliance. Should you wish to review the signed credit card authorization and related invoices, we are happy to provide them.
  Please let us know how youd like to proceed.

• Initial Complaint

  Date:03/06/2025

  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 continue to receive mail from this company after numerous attempts to request that my information be removed from their database. Its been years, I have never done business with them any never will. They target vets and I just want to be left alone. I really hate companies and individuals who operate in this manner.

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out. We sincerely apologize for any inconvenience you have experienced. Your request has been processed, and you have been added to our Do Not Contact list.
  Please note that it may take 2-4 weeks for any mailings currently in process to fully subside. We appreciate your patience during this period.
  If you have any further concerns, please dont hesitate to reach out.