Complaints

This profile includes complaints for Planet Home Lending, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Planet Home Lending, LLC has 4 locations, listed below.

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  Planet Home Lending, LLC

  321 Research Pkwy Ste 303 Meriden, CT 06450-8342

• 

  Planet Home Lending, LLC

  5401 W Kennedy Blvd Ste 300 Tampa, FL 33609-2448

• 

  Planet Home Lending, LLC

  115 Laurel Park Cv Ste 207 Flowood, MS 39232-8054

• 

  Planet Home Lending, LLC

  P.O. Box 660016 Dallas, TX 75266

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:11/05/2024

  Type:Customer Service 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 am writing to express my frustration and seek clarification regarding my recent experience with your claims process, which began on November 4, 2024.
  
  Initial Call: I was placed on hold for 2 hours and 30 minutes. After hanging up, I attempted to call back, only to find that the claims office was closed.
  
  Customer Service Interaction: I was advised by customer service to call the claims office the following day. However, despite providing my information, I later discovered that the claims office never received it.
  
  Issues with Information: The company has been unable to provide me with the correct information regarding my claim. I was instructed to send a fully endorsed check, but I am concerned about the process and the potential for the check to be lost in the mail after endorsement.
  
  Lack of Accountability: I have not received clear answers about who would be responsible if the check were to get lost. Additionally, I have not been given a definitive response regarding what will happen next based on the information I provided. I am also frustrated by the lack of clarity regarding the steps my claim will follow. I understand that the claim will not proceed without the check and the Summary of Loss in hand. I can fax or send the Summary of Loss immediately, but the process is stalled without the checks.
  
  Management Availability: I have repeatedly requested to speak with a manager or lead, but they have never been available. When I asked for assistance, I was told there was nothing they could do, and I was never connected with a supervisor.
  
  Expectation: I would like to request a call with a lead or manager to address my questions and concerns directly.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  *** ****** 

  Customer Answer

  Date: 11/06/2024

  Hi BBB,

  
  As of today, I reached out to Planet Home Lending and was transferred to the claims department. Although no manager or lead was available, the representative took the time to handle everything I was asking for and validated all my concerns, explaining how the process would work. At this time, I do not need further assistance since the representative addressed everything in a professional manner.

  Thank you for your time; I really appreciate your help in this situation, but this claim can be closed.

  ****

  
  ****** ******* 

• Initial Complaint

  Date:05/03/2024

  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.

  My mortgage was sold from Planet Home Lending to ******* ********. Before the loan sale, I received an escrow statement in December 2023 that showed a shortage of $851.19 which I paid on Dec 30th and posted to my bank on Jan 3rd. Once the loan was sold, ******* is telling me I still owe a shortage of $563.67 or $46.97 per month for 12 months. I've already paid the shortage, I've tried to get both parties to rectify the situation, but they are resistant to getting it figured out. I've already been charged the $46.97 shortage once on my mortgage payment, I do not want to be charged more money that I don't feel like I owe. I've gotten docs from Planet Home, shared them with ******* and their responses have been less than helpful. Someone needs to step in to get them to do the correct thing between these two Mortgage Services.

  Customer Answer

  Date: 05/14/2024

  I would like to withdraw my complaint. I have talked with the current mortgage servicer and finally understood what happened which was they set up the total payment of the loan incorrectly when they took over. So in an effort to correct that, they were elevating the monthly payments over the next 12 months to fix the underpayments made for the first 2 months of them servicing the loan.

• Initial Complaint

  Date:10/13/2023

  Type:Product 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.

  On 07/29/2023 a tree fell on our garage.  We filed a
  claim with our home owners insurance, **** ********* with a copy of the
  estimate.  Around the second week of August we received a check from
  insurance for $15,425.70 (#********).  Our Mortgage company PHL(Planet
  Home Lending), required that before we deposit the check, we endorse the check
  and send it to them with and estimate of the repairs and they would also endorse
  it and then send it back.  After some time, we contacted them as they had
  not sent it back.  PHL said "it must have been lost in the
  mail".  We informed them we would have that check canceled and send
  them another check.  We got hold of **** ********* and a stop pymt was put
  on that check, the second check came (#**********), we sent that endorsed check
  with a copy of the estimate to PHL again.  On 09/25/2023 we received (what
  we assumed of course) was the 2nd check back from PHL and deposited it in our
  bank.  By now that repair work was already done and we had to pay the
  contractors from our savings account, which was all we had.  Our bank
  informed us that their check had bounced.  Apparently PHL had indeed
  received the first check and  the second as well, kept the second check
  and sent us the stop pymt check.  We contacted PHL and said
  "overnight us our check".  They said they would not overnight it
  but would send it in the regular mail.  After some time, we called PHL
  again informing them we had not received it.  PHL stated it was mailed on
  10/03/2023.  Today is 10/13/2023 and it stil has not come in the mail as
  of today.  Can you help us. 

  Customer Answer

  Date: 10/19/2023

  ***** ****** ****** ********************
  ***** ********* ******* *** **** **** **
  *** ********** ***********************
  ******** *** ***

   

  Dear Sirs, I am happy to inform you that PHL sent us our check, we got it in the mail yesterday!  I am ever so grateful for your help.  So thankful the BBB is there to help the small customer when up against a big corporation. Thank you again so very much.  This case can be closed.  Yours truly, **** *** ****** ******