Complaints

This profile includes complaints for Amerisave Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amerisave Mortgage Corporation

  1200 Altmore Ave. Bld 2 Ste 300 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  One Capital City Plaza, 3550 Peachtree Road Atlanta, GA 30326

  
• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  
• 

  AmeriSave Mortgage

  8701 E Hartford Dr Ste 210 Scottsdale, AZ 85255-6562

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:05/28/2024

  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.

  This company scammed me out of $500. I am in the process of securing a mortgage and was pushed to submit $500 to lock in my loan interest rate for ************************************************************************************** at. Another representative reached out to me from this company to sign additional paperwork when I noticed the rated and loan interest amount changed/increased within the same day. I bought this to her attention and told her I paid $500 to lock in the rate please fix the paperwork. The company has stopped answering phone calls and responding and I am now out of $500. I would like a refund of my money. If you read the reviews (wish I had prior to giving over my information) you will see that this is a scam that has been ran on many people.

  

  Business Response

  Date: 06/12/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  A Sales Manager reached out to the consumer on 5/30/2024 to address the consumers concerns, but it does not appear the consumer responded. Additionally, AmeriSave called the consumer on 6/6/2024 and 6/8/2024. A review of the communication records does not support claims that AmeriSave has not contacted the consumer.
  AmeriSave regrets any inconvenience to the consumer but does not believe financial compensation is warranted at this time.
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21771240
  
  I am rejecting this response because: The business did not administer the service in which the fee was paid. The fee paid was to lock in the interest rate in which I was quoted. As soon as I paid the $500, the business changed the interest rate in which I signed off on. I have provided both documents with the different interest rates in my initial complaint. So, essentially the service I paid for was not provided. I am requesting a refund as soon as possible.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/11/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.  

  As previously stated, the consumer was advised the Lock and Shop Fee was nonrefundable. As a courtesy, the $500 Lock and Shop fee was refunded on 7/11/2024 to the credit card initially charged. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily. 

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair 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 am beyond frustrated with the refinance process at Amerisave! This has been going on for over a month! I have provided them with paychecks, W2s, mortgage statements, pension info, and other info. They need employer verification and i gave them contact info. They continually sent my husbands verification to my job and vice versa. Even after telling them, they continued to make the same error! This pushed back the process for over a week! At this point, I would discontinue if I did not pay the $500 rate lock. They are making this difficult and we are starting to feel as though this is a scam. The communication has been poor by the loan processor. I am very disappointed and upset by this whole process!

  

  Business Response

  Date: 06/10/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  While AmeriSave makes every attempt to confirm a customer will qualify for a loan prior to moving forward, a loans final approval must come from a qualified underwriter reviewing all documentation including verifying the consumers income. 
  AmeriSave has had higher than usual volume recently but is still focused on providing good customer service to our customers.  To address the communication issue, the call logs show the Loan Originator (**) should have done a better job of returning calls and providing the consumer with status updates. The level of service provided is not consistent with AmeriSaves standards. A review of the records does not support any inappropriate activity by AmeriSave employees. 
  In the interest of good service, the ** should clarify the consumers loan is prequalified at the time of the initial application pending verification of the essential application data.
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee.Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  AmeriSave regrets any inconvenience to the consumer and trusts the consumer will continue to work with employees to close the loan. AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:05/23/2024

  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.

  To: Amerisave Mortgage *************************** Fax Number: ************** ************************************ ************************************************************************************************ *************************** CC: US ************************************ For the past two weeks my wife and I have been trying to obtain a refund in the amount of 7000 and dollars.This was to be refunded, my wife contacted Amerisave and they requested a Change of address. Which we sent in twice with no results.Weve spoken to several employees that stated that it had been mailed on May 5, 15 etc. They also advised that they had mailed it to our old address on *************** in **************,m Tx.I have been in constant contact with the family that bought our old house.They advised that they were told by their realtor to turn over any mail that belonged to us to the realtor so she could contact us to get the mail.For the past weeks there has been no mail for us. Thus I suspect that the checks were never mailed, because we havent received them at our new address.We even spoke to ****** supposedly a supervisor, she wouldnt give us her last name. She refused to give us a direct number for her. I asked her for the contact information for the ************** for Amerisave Mortgage. I was told by ****** that they didnt have a fraud division. She was not helpful at all. Page 1 of 2 Now Im forced to send in a complaint to the US ************************************, due to the fact that I cant get a straight answer about the money owed to us.I am forwarding all this information to the ***** to include emails between Amerisave and us.I wish we could have settled this matter civilly but your employees are so rude and not knowledgeable to deal with customers.************************* ************************* May 23, 2024. Page 2 of 2

  

  Business Response

  Date: 05/31/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on May 24, 2024. In your correspondence, you stated that you have been attempting to obtain a refund of $7,000.00 during the past several weeks and provided a Change of Address form to update your mailing address on file, which was not processed.You also stated that you were advised the check was sent to your previous mailing address on May 5 and 15, 2024, but the new homeowners did not receive any correspondence that belonged to you; as such, you believe the funds were never mailed. You further stated you discussed this issue with a supervisor unwilling to disclose her last name and notified you that our office does not have a ***************** You mentioned that you felt compelled to escalate the issue to regulatory agencies due to unpleasant conversations with our representatives, who were unable to provide information about the money owed.We have reviewed your concerns, and our response is indicated below.
  
  Our records show that this loan was paid in full on April 30, 2024. Following the payoff of your loan, we received a payment of $2,121.11 on May 2, 2024, which was reimbursed to you in the form of an escrow refund check on May 16, 2024. An escrow refund check of $5,343.42 was also generated and issued to the mailing address on file on May 15, 2024. Please be advised that the checks were sent to the following mailing address:
  
  ***********************;   
  ***********************
  
  We can confirm that you advised a representative the mailing address on file changed, during a phone conversation on May 17, 2024, and were instructed to submit a signed Change of Address form to update our records.
  
  On May 20, 2024, you informed a representative that the signed Change of Address Form was sent to our office.However, the assisting representative provided an email address to resubmit the document, as our records did not show that the form was received. Please be advised that our servicing office does not have a ***************** and our employees reserve the right to refrain from disclosing their last names due to privacy concerns.
  
  Page 2 of 2
  May 30, 2024
  Re:Loan Number: 1481345716
  BBB Case Number: 21754091
  
  When we received the faxed signed Change of Address Form on May 24, 2024, the mailing address on file was updated to reflect the above-referenced address listed on the top page of this letter. Subsequently, the escrow refund checks of $2,121.11 and $5,343.42 were reissued and sent to the new mailing address on file on May 30, 2024, with a ********************* ***** tracking number of 1Z6433650296085998. 
  
  Additionally, the appropriate release of lien documents were prepared for your loan within state-defined timeframes and submitted for electronic recording on May 7, 2024. The recorded release was sent to your mailing address on file on May 23, 2024. This document has been enclosed for reference.
  
  Please contact your county tax authorities and insurance company to let them know to send you any tax and insurance bills, as you are now responsible for making tax and hazard insurance payments.
  
  We were sorry to hear your comments regarding our representatives. Our representatives are trained to be knowledgeable, courteous, kind, and attentive. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve.
  
  We appreciated the opportunity to service your loan. We believe that this response fully addresses the concerns outlined in your correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at ************** Monday through Friday, from 8:00 a.m. to 8:00 p.m. Eastern Standard Time (EST).

• Initial Complaint

  Date:05/18/2024

  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.

  They charge me $500 for an interest rate lock which other companies tell me they should not have done. I did not go with them to do business and they will not refund the money.

  

  Business Response

  Date: 06/03/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 

  
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:05/17/2024

  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.

  ********************** obtained our personal and contact information from the credit bureaus through a recent credit check while we were applying for a home mortgage loan through our approved lender that we are currently working with. Representatives from ********************** lead us to believe they were working with and spoke to our current loan officer. ********************** had us then complete a loan application and charge $500 on the spot claiming it is a Lock and Shop deal. They obtained our W2s and recent paystubs gaining access to our information. Come to find out through our current loan officer, she is not affiliated with ********************** and had never heard of the company. She let us know they somehow got our information to deceive us into using their business. We are out of $500 after they never stated the money was non-refundable to us. ********************** representatives are refusing to respond to our emails and refusing to confirm that they will not being using or sharing our information. We have requested multiple times for a refund of the $500 and confirmation that our information is not being used or shared but have not received anything back. If representative contact information is needed for this complaint, we have it available.

  

  Business Response

  Date: 06/03/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer spoke to a Loan Originator (**) on 5/10/2024. The ** announced that they worked with AmeriSave Mortgage Corporation. In addition, the disclosures delivered to the consumer via a secure link reflect AmeriSaves name. We regret any misunderstanding and that the consumer thought he was speaking to someone at another company.
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable. This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information. This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  As a courtesy, the $500 Lock and Shop Fee was refunded on 5/20/2024, to the credit card initially charged. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.
  

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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 am an active duty United States Naval Officer. I have a VA loan with Amerisave for my house in *************. My wife and I decided to set our home to another active duty military member and we went under contract to sell in November of 2023. VA loans normally take ***** days to complete. We have been under contract for 180+ days. The special loans department at Amerisave has been incredible hard to work with. We called 3 times a week trying to speak with someone in the special loans department, most of the time we were told that we would receive a call back which never came. This has caused my family both financial and emotional stress due to the companies slow action to process our VA loan turnover. I can't help but believe that Amerisave's special loans departments complete incompetence and lack of timelines is a tactic used to dissuade military members from conducting VA loan turnover.

  

  Business Response

  Date: 06/17/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on May 22, 2024. In your correspondence, you stated that you began the process of selling your home to another individual in November 2023, and believe we have delayed the assumption process. You also stated you encountered difficulties while speaking with our *********************** representatives and were consistently advised that we would contact you to discuss your concerns, but did not receive a callback. You further stated that you believe we are intentionally stalling the process to prevent servicemembers from purchasing loans.  We have reviewed your concerns, and our response is indicated below.
  
  Our records show that we received your email request for an assumption on August 21, 2023, which was forwarded to the appropriate department for review. We can confirm that the assumption application was issued and mailed to you on September 6, 2023, and also submitted to your email address on file on September 12, 2023. You contacted our office on November 13, 2023, to inquire about the assumption procedures and were advised that the completed assumption package would be reviewed by underwriters once received.
  
  On November 15, 2023, we received your email attachment of the required paperwork and informed you of the next step during a phone conversation on November 29, 2023. You spoke with a representative on December 7, 2023, and requested to be contacted by our ************************ to discuss the assumption process and fees. During this call, the assisting representative advised you to contact us the following day as our ************************ was closed. Subsequently, on December 8,2023, you spoke with a representative who noted the account to request a Single Point of Contact (SPOC) to initiate an outbound call and address your concerns.However, the account does not reflect that this phone took place. You were advised that we received signed disclosures when you spoke with a representative on December 18, 2023. An email was submitted to you and the potential assumer detailing the next steps on December 20, 2023.

  You requested to be contacted by an SPOC on December 21, 2023, regarding inquiries about the assumption package and were notified that a representative would reach out within 48 hours. We are unable to confirm that this phone call took place;however, the account reflects that your questions were addressed when you called our office on January 5, 2024, to request the supplementary package to be resent to the assumer, which was completed on January 10, 2024. On January 29, 2024, the potential assumer, *************************, became an authorized third party and spoke with a representative to inquire if our ************************ could contact him directly to assist with paperwork. However, our records do not indicate that we contacted the potential assumer. 
  
  Please be advised that the assumption paperwork was forwarded to our underwriting team for review on February 9, 2024. We advised an authorized third party, ***********************, that the assumption was moving forward with closing. We were unsure of the duration process as the paperwork was being reviewed by underwriting.  On March 7, 2024, you contacted our office to inquire about the time frame of the review process and requested a callback. We can confirm that an SPOC attempted to contact you to discuss this information but was unable to reach you; as such, we submitted an email regarding the callback request. On March 12, 2024, the assumption agreements were sent to the potential assumer.
  
  During a conversation with a representative on March 15, 2024, we explained that the assumption agreements were sent on March 14, 2024, an email was sent to you on March 8,2024, to discuss the callback request, and the assisting representative also noted the account to request a SPOC to contact you for further assistance. Our records show that the call was transferred to another representative who explained that you were required to verify all the documents and signatures,and further steps will be detailed via email. On March 20 and 21, 2024, you requested a representative to contact you regarding the closing packet and follow up with an email if we do not receive a response. We can confirm that on March 22, 2024, an SPOC attempted to reach you via phone and left a voicemail for a callback. We received an email from a third party on behalf of the assumer on March 22, 2024, who inquired about the next step of the process and sent a reply explaining that we required a copy of the signed discloses and four copies of the assumption agreements signed by all borrowers.
  
  On May 15, 2024, a representative notified you that the assumption was submitted for recording on May 14, 2024, which required a 30-to 90-day timeframe. You requested a call back for further updates on May 16, 2024. On May 20, 2024, you contacted our office and were advised that we have no specific time frame for the closing process. Please note that the recording is prepared externally by our ***************** as such, we are unable to determine when the process will be completed. 

  On May 22, 2024, you inquired if a representative could contact you directly to address your concerns about the assumption. We can confirm that an SPOC contacted you on May 23, 2024, to advise of the status of the assumption application.

  Please include your loan number on all correspondence.
  
  We sincerely regret any inconvenience we may have caused for the delays experienced throughout the assumption process and the failure to consistently contact you directly to discuss your concerns. This situation is not typical of our business practices.Our representatives are trained to be knowledgeable, courteous, responsive, and attentive.  Your comments have been forwarded to the appropriate department. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve. 

• Initial Complaint

  Date:05/13/2024

  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.

  Paid amerisave 500 dollars for a rate lock. Recently received a letter that I was denied financing for lack of applcation information. Have called customer service only to be connected to an answering service with no response back.

  

  Business Response

  Date: 07/02/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  The consumers application was declined, and a refund was not issued/warranted because there were material inaccuracies with the information provided by the consumer.
  There is a $143,485 lien against the subject property that was not disclosed by the consumer.
  The consumer has a $600/month wage garnishment that was not disclosed.
  The consumer owns additional real estate that was not disclosed.
  
  AmeriSave requested additional documentation so we could explore all options, but the consumer either did not provide the needed documentation or provided illegible photos that we could not use.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair 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.

  On February 12, 2004, I paid $542 to AmeriSave for what I was told a "lock fee". ********************* assured me that I would get a $200,000 loan. If I didn't receive the loan, shouldn't I get my money back? I don't have $500 to just throw away. I should have done more research on this company. As you can see from the messages, he says "if the loan goes through". I thought that I would be refunded if not. He eventually told me that I was approved for $85,000. Who can buy a house for that in this housing market? I think that this company is scamming a lot of people. This can't be legal. I have been very patient, but I still haven't received my money back.

  

  Business Response

  Date: 05/24/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  While AmeriSave makes every attempt to confirm a customer will qualify for a loan prior to moving forward, a loans final approval must come from a qualified underwriter reviewing all documentation including verifying the customers income.  The Loan Originator (**)prequalified the consumer using employment information provided by the consumer that stated she had been with her employer for 25 years.  Unfortunately, when the loan went to underwriting it was determined that the consumer had only been with the employer since June 2023. As such, this information significantly impacted the consumers loan eligibility.
  In the interest of good service, the ** should clarify the consumers loan is prequalified at the time of the initial application pending verification of the essential application data.
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee.Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is resolved satisfactorily.
  

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21697790
  
  I am rejecting this response because:
  That is not true.  I have been at my job for over 20 years.  August 1 will be 21 years. I have never told them 25 years.  It was explained to ********************* that the company was bought last year and he knew that. I even sent the last paystub from the last company. He was just trying to scam me. He reached out to me.  I didn't look for them. I don't have $500 to just give away. I believe that they scam a lot of people this way. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/03/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The information obtained regarding the consumer's time on the job was obtained and provided by her employer. Any grievances regarding the information obtained need to be addressed with the consumers employer.AmeriSave reviewed the information as provided and made their decision based on investor guidelines.
  Per our previous response, the consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  AmeriSave regrets any inconvenience to the consumer and hopes this matter is satisfactorily resolved.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21697790
  
  I am rejecting this response because: ************ is just taking advantage of people. All of the responses that they send are the same blanket response to everyone. I paid for services that I didn't receive and should have been refunded. I have been on my job too long for them to make a mistake of me working there for a year. The owners changed,  not the people in the main office. I know all of them, and they know me. I don't know how they have an A+ rating on here. Reporting here is going nowhere. I'll just have to report to another agency.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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.

  We were tring to refinance our house with Amerisave, who holds our original mortgage. We were told we could do a cash out refinance and would get roughy ****** back. We told them what our house was "estimated" worth. We paid n $84 credit fee and $500 appraisal fee and had it completed. The appraisal came back low, and they would not provide the funds we were told we would get. I have sent countless emails, phone calls, texts requesting our appraisial fee back since we did not move forward with the refinance, and i could not get any response. We would like our money back for the appraisal since they did not disclose to us we wouldn't get that back if we didn't move forward with the refinance. They sent us a letter in the mail telling us we could get a cash out refinance in a matter of days for ****** and it was a complete lie.

  

  Business Response

  Date: 05/28/2024

  
  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  While AmeriSave makes every attempt to confirm a customer will qualify for a loan prior to moving forward, a loans final approval must come from a qualified underwriter reviewing all documentation including verifying the customers income and review of the property appraisal.Completing the appraisal at the start of the loan process is standard practice in the industry, as the appraised value is needed to calculate the loan-to-value ratio used to underwrite the loan and is an essential part of the overall qualification process.  The Loan Originator (LO) prequalified the loan using the property value the consumer communicated.  The consumer indicated the estimated value for her home was $197,500.  Unfortunately,the appraisal came in $15,500 less than expected. 

  
  AmeriSave uses only licensed appraisers to complete appraisals for its loan requests.  To accomplish this, most appraisals are ordered through an appraisal management company who will contract with a local appraiser who is familiar with the area and recent sales that are most like the subject property.  AmeriSave has no control over the appraised value of the property.

  
  Based on this information AmeriSave feels its employees acted appropriately and the contracted appraiser acted in good faith to provide an accurate appraised value.  The Advance Application Fee Agreement disclosed to the consumer explains the fee is nonrefundable and does not cover third party fees such as the appraisal. 

  
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21695008
  
  I am rejecting this response because: The gentleman who worked on the loan did not tell me it was non-refundable. He told me to "hurry up and sign the agreement" to lock the rate into place. He told me that the $585 would cover the appraisal cost BUT they don't know the actual cost of the appraisal until it was scheduled. We were never communicated this amount. When the appraisal came back and we asked for our options, no one responded to any emails or texts/calls. We worked with *******, and I emailed his manager multiple times for updates or what we could do. We received letters in the mail that we could get a $150,000 new mortgage for our house within a day. Their letter was fake, and a lie. I will post this all over social media to alert others to never use amerisave. I would like to know the actual appraisal fee, and get the rest of my money returned as well. I am disputing this with my bank as well, because of their lack of communication. I will ensure no one i know ever uses amerisave. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/13/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.

  As previously stated, the consumer was advised that the $500 Lock and Shop Fee was nonrefundable. This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information. AmeriSave records indicate that on 4/22/2024 at 7:13PM, an individual with IP address 38.148.144.53, reviewed AmeriSaves Lock Fee Agreement and Authorization and provided a billing address consistent with the consumers address. The same IP address and billing address were provided for the Credit Report fee in the amount of $83.52. AmeriSave regrets the consumers confusion regarding the fees they paid. The claims that the consumer was unaware of the non-refundability of the fees are false.

  A review of communication records and recorded call transcripts does not indicate that the consumer was told to hurry up and sign.On 4/22/2024 at 5:05PM, the Loan Originator (LO) reached out to the consumer and stated,

  This is just a quick update that I havent seen the deposit come through yet, so were still at the mercy of the market if it changes I am going to be leaving soon, please let me know if there is anything I can do to help you get your file secured tonight!No pressure and Im not trying to scare you, but the market is quite volatile right now.

  Additionally, the consumer acknowledged on 4/29/2024,at 11:44AM, that they were aware the appraisal came in low and stated,

  It seems the appraisal came back a lot lower than we expected Im not sure if we will move forward with the refinance if we cant get back the amount we need.The money weve spent on credit reports and appraisal, we cant get that back?

  Based on the above communication, AmeriSave feels as if its employees acted in good faith and appropriately. At this time, AmeriSave does not believe financial compensation is warranted and apologizes for any inconvenience to the consumer.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21695008
  
  I am rejecting this response. I am not going to argue anymore. We will dispute with our bank. I will use all social media avenues and word of mouth to never use amerisave. Thanks!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  The appraiser your company sent out to my house did not provide an accurate appraisal of our property. We have a brand new $50,000 solar system that has already saved us $200 a month on our electric bill and that is before the summer months. The appraiser you sent out decided our $50,000 solar system did not add any extra value to our home because we have a loan on this home improvement. I cannot accept that. That would mean your company agrees any homeowner that has a loan out on a home improvement project, should receive any extra value to their property. That is unacceptable and I cannot imagine any other company would follow those guidelines. Also, the comps that were used are not a fair comparison to our home. For example, our old roommate bought a house across the street that is 400sq feet smaller and not that much nicer for $175,000 a few months ago. This appraiser chose to use a run down $110,00 house as a comparison instead of homes sold right by us. We deserve to have another new company perform a new appraisal and have a reconsideration for our refinance based on the new appraisal. We have a current mortgage with your company and have been very satisfied customers up until this situation. Our refinance application number is #********.

  

  Business Response

  Date: 05/21/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  AmeriSave uses only licensed appraisers to complete appraisals for its loan requests.  To accomplish this, most appraisals are ordered through an appraisal management company in order to promote separation between AmeriSave employees and the appraiser; thereby, reducing the chance that an employee can influence the appraised value of the home.  In addition, the appraisal management company will contract with a local appraiser who is familiar with the area and recent sales that are most like the subject property. 
  AmeriSave offers a reconsideration process to a consumer when they do not agree with the value assigned or believe there are errors made by the licensed appraiser.  During this process, the consumer is provided the opportunity to submit additional information to counter the discrepancy and/or to provide additional recent sales in their neighborhood that are similar in size, age, style, etc.  AmeriSaves ********************** (Credit Risk) reviews and compares the additional information to determine if there is a case to go back to the appraisal management company to have the licensed appraiser provide an updated/corrected appraisal.  If there is enough information to support significant error was made in the determination of the value assigned by the appraiser, Credit Risk will contact the appraisal management company for assistance in requesting/obtaining an updated appraisal. 
  Based on this information AmeriSave feels its employees acted appropriately and the contracted appraiser acted in good faith to provide an accurate appraised value. 
  Although this is not the outcome the consumer hoped for, AmeriSave regrets any inconvenience to the consumer. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21685947
  
  I am rejecting this response because: we spent $500 for an appraisal that I do not feel was an accurate estimate of our property and would like the $500 refunded. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/28/2024

  The consumer paid a $500 Lock & Shop fee, not an appraisal fee. The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  The Appraisal Fee was paid by AmeriSave to the appraiser for services rendered, not by the consumer. The consumer expressed their concern regarding the value reconsideration process and has requested a refund of the appraisal fee.  The Appraisal was completed on 5/2/2024. Since the appraiser acted appropriately and completed the appraisal of the property as promised, a refund is not warranted.  Although this is not the outcome the consumer requested, AmeriSave trusts the explanation of the facts are satisfactory.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21685947
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************