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

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

• 

  AmeriSave Mortgage Corporation

  1 Corporate Drive, Suite 360 Lake Zurich, IL 60047

• 

  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

  

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:04/24/2023

  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 4-10-23 my refinance loan application was cancelled and I was told to expect a refund for the appraisal fee (appraisal didn't take place). Based on this website, I see some people got refunds on their original form of payment within a day. I was verbally told to expect a check but was provided no email or other confirmation upon request (requested multiple times).

  

  Business Response

  Date: 05/01/2023

  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 applicant completed a mortgage loan application on 4/1/2023. The applicant contacted the *************************** on 4/10/2023 to indicate he would like to cancel the loan and receive a refund of the appraisal fee. The loan was cancelled on 4/10/2023 per the consumers request.  Because the appraisal was not completed the applicant is entitled to a refund.  Unfortunately, the refund request was not submitted to the correct department in a timely manner. 

  
  The Appraisal Fee of $650 was refunded on 4/25/2023 to the credit card initially charged. AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 05/01/2023

   
  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:04/24/2023

  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.

  4/5/23 I called to get info re: a mortgage loan refi. Application was taken and Originating Officer quickly asked $328 to lock in a rate and order an appraisal. A very pushy individual. I got a friend to pay the funds from their credit card. on 4/10 the appraisal was done. Additional information sent via online. I then felt a way that I might be scammed. There were several phone calls placed to no end and Never got anyone from the originator or his supervisor so, I tried contacting the ** who finally got them to respond. I decided I wanted to cancel due to bad service and also the fact that the loan rate will NOT be until the loan was approved. They continued to demand lists of information but I could never get any straight answers, and I let them know that. I got multiple calls then wanting to know WHY i wanted to cancel the process. I gave them my reasons that caused them to become belligerent and I stuck to the fact that I needed the money back. Finally the first contact stated I would get it back then, his boss stated he was closing the file and sending the file so the refund will be granted in 5-7 days. The next day someone from accounting left a voice mail stating I would be getting a refund also. But a got a call from her stating the refund will NOT be issued because the appraisal had already been done! The originating officers made it clear that I would get the refund. Then I contacted them and I was told that I would be a HUD Loan the funds could be transferred to another Lender of my choice upon request. I shared that info with another lender and I was told that Is not true. I can' t afford to pay someone for that good faith deed of allowing them to take money from them to help me because I just don't have it like that. I can't reach anymore and I'm tired. The first officer even told the person that I will pay them back because I'm going to get a "Whole lot of money". This was definitely unprofessional to say the least. I want my money refunded Period.

  

  Business Response

  Date: 04/27/2023

  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 applicant completed a mortgage loan application on 4/5/2023. The applicant contacted the *************************** on 4/24/2023 to indicate she would like to cancel the loan and receive a refund of the appraisal fee. The loan was dispositioned on 4/17/2023. 
  The Appraisal Fee was paid to the appraiser for services rendered.  However due to the service, the $338 Appraisal Fee will be refunded to the applicant by check within 7 to 10 days.  The check will be sent by regular **** mail to the primary residence. AmeriSave apologizes for any inconvenience to the applicant and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 04/27/2023

   
  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:04/20/2023

  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.

  On February 16th, I attempted to get a mortgage preapproval letter online. I received a call from ********************* with Amerisave Mortgage Corporation. I explained to him that my realtor wanted me to get a preapproval letter before I started to look at houses. I told ************ that I only needed the preapproval letter. During the process, which I thought was to get a preapproval letter, I was asked to pay $500. I was told this was to lock in a loan rate for a set period of time. I was not interested in locking in a loan rate; I only needed a preapproval letter, and I told *********** this. I asked ************ if I could get a preapproval letter without paying the $500, he told me no. I have never bought or even looked at houses before, so I believed him and paid the money. If he had done what I wanted, which was a preapproval letter, I never would have had to pay the $500 to begin with. I never wanted to apply for a loan, but I was told this is what had to happen to get a preapproval letter. After I contacted my realtor and found out this is highly unusual, I asked ************ for a refund, he refused. I asked for *************** managers contact information, which he sent me. I sent an email to ************************* and never got a response back. *********** lied to me about whether or not I could get a preapproval letter for free and then charged me $500 for it. I never got the letter. After finding out he lied to me in order to steal $500, I was too afraid to find out what else he might lie about to continue the process

  

  Business Response

  Date: 04/27/2023

  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. 
  Additionally, the consumer was told by the Loan Originator (LO) that the $500 fee was not for pre-approval but to lock in their interest rate.

  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:04/18/2023

  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.

  In February 2023, Amerisave was eager to pre qualify me for a mortgage for more than I required, because I was very qualified. The loan rep I had wanted to lock me into a good interest rate immediately and I was told it would cost $500, refundable if I didn't get the loan. I was told to use the company portal to provide my details, which included all my personal information and tax records for two years. My initial contact helped resolve a glitch in the system that kept occurring in the step just prior to the system getting to the point of accepting my $500 payment. In the days and weeks that followed, the online portal kept sending requests that made no sense, including asking for proof of employment from a company I don't work for. I tried to get help clearing this up from my rep, who suddenly disappeared, at least where I was concerned. His voice-mail was always full and he never responded to my repeated emails! I asked for help through the portal with no response. I was in AI hell! Meanwhile, I was competing for a condo and needed a response. I finally went to another company and was approved and funded within the month. This company nearly cost me a condo! And it refuses to return my $500, which I can certainly use now with all the expenses related to a purchase. I believe it is mainly concerned with getting hapless buyers to shell out $500, then moving on.

  

  Business Response

  Date: 04/25/2023

  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 loan was cancelled on 4/11/2023,per the consumers request.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.
  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19954015
  
  I am rejecting this response because:
  I needed assistance paying the fee because the online system was locking up. The rep completed the transaction, not me. Furthermore, the rep said the fee was REFUNDABLE if the loan did not go through, and that I COULD NOT COMPLETE the loan app without first paying this fee. Why would anyone pay $500 just TO APPLY for a loan they might not receive? This is A SCAM!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/25/2023

  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. 
  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.  While we understand that this is not the outcome the consumer would have liked, the non-refundable fee was discussed with the consumer on numerous occasions. AmeriSave regrets any inconvenience to the consumer and hopes this matter is satisfactorily resolved.
  

• Initial Complaint

  Date:04/17/2023

  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.

  Amerisave refuses to adjust my escrow. First claiming the taxes were based on empty land and now saying its not a full assesment. Amerisave has paperwork showing taxes are based on land and improvements. while talking to a service rep supervisor to i asked, *** company policy is s**** the customer we wont make any escrow adjiustments until we recieve a year 2 tax bill?" Supervisor did not deny this question and stated. "No adjustments will be made until we reciever a 2023 tax bill"

  

  Business Response

  Date: 04/21/2023

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated      April 17, 2023. You stated that we have failed to update your escrow account although we have documentation reflecting your taxes were assessed from land and improvements.  You also stated that we requested to obtain a 2023 tax bill before updating your records and requested a refund. We have reviewed these concerns and our response is indicated below.
  
  Please note that when we acquired the loan for servicing on June 20, 2022, your closing documents reflected that your property was a new construction that closed in 2022. As such, the 2022 tax payment of $1,140.00 that was disbursed from escrow on November 28, 2022, only had an assessed value of $293,500.00 when our records indicate the assessed value of your property is $480,000.00. As a result, we require a copy of the estimated 2023 tax bill with any exemptions for updates to be made. 
  
  Our records show we submitted an email on February 23, 2023, explaining this information after receiving an email of your property tax payment dated December 7, 2022, on February 6, 2023. Although we received another email from you on March 13, 2023, attaching a copy of the balance due for the 2022 tax year and tax payment history, please note that these documents were insufficient to properly update the account. We can confirm we mailed a letter dated April 10, 2023, detailing this information,which has been enclosed for your review. A representative also advised you that we require an estimated 2023 tax bill during a phone conversation on April 17, 2023.

  Please contact your assessor and request an estimated tax amount on their letterhead or provide an adjusted property tax bill. When this estimate is received by us, we will then make the necessary changes and conduct an interim escrow analysis to update the escrow account, if applicable. If the analysis determines an overage of $50.00 or more in your escrow account, an escrow refund check will be generated and sent to your mailing address. If the analysis determines a shortage in your escrow account or an overage of under $50.00, the amount will be spread over 12 months and your monthly payments will be adjusted accordingly. You can send this documentation to the mailing address, fax number, or email address:
  
  ATTN: ************* Mail Stop 1170
  *********************************************************************************-8945
  Fax:**************
  Email:**********************************************
  
  Please include your loan number on all correspondence.
  
  We believe that this response fully addresses the concerns outlined in this BBB correspondence.

• Initial Complaint

  Date:04/16/2023

  Type:Sales and Advertising 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.

  We sold our home on 12/23/22 and had an escrow balance of nearly $7000 on that date. We had our mail forwarding in place prior to the closing date. We received all mail from Amerisave including our final statements and tax documents but no escrow refund. After several weeks and no check, an agent said she would update our mailing address and have a new check issued. Two weeks later another agent said the check should arrive in the mail by end of week. A week after that a third agent said no new check was ever sent, our address was not updated in the system, we had to sign and submit a document. We signed and submitted the document but received an email there was a problem. We resubmitted, another error. We submitted again and it finally appears our address is updated but no check. I will call again. Amerisave has been holding our money for almost 4 months now, using it to accrue interest which we will never be reimbursed for. Our plan was to put this money into a 12 month CD along with the proceeds of the sale which is earning interest at 4.5%. Its outrageous Amerisave has been holding this money for so many months and we have no recourse but to keep doing what they ask despite the fact that agents are clearly dishonest and have cost us weeks by incorrectly stating they could update our address over the phone and by promising that a new check had been mailed.

  

  Business Response

  Date: 04/25/2023

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated April 16, 2023. You stated that you have not received your escrow refund check after the loan was paid in full although you set up your mail forwarding prior to closing. You also stated that we are earning interest by holding on to your funds, and that you have lost out on earned interest as you had planned to place this refund into a Certificate of Deposit (CD). You also stated that you submitted documents to update your mailing address on file several times. You further stated that you received conflicting information about the status of the funds in question. We have reviewed these concerns and our response is indicated below.
  
  While we understand that you had mail forwarding in place, our office did not receive the proper documentation to update your mailing address on file until April 10,2023. Please note that checks are not forwarded by mail forwarding services.
  
  Our records show that this loan was paid in full on December 23, 2022. As it typically takes 30 days from the paid in full date to disburse escrow refund checks, a check of $6,995.51 was generated on January 11,2023, and sent to your mailing address on file. At that time, the mailing address on file reflected:
  *************************************************************************************************
  
  On February 21, 2023, you spoke with our office and advised a representative you had not received the refund check issued on January 11, 2023. At that time, the assisting representative launched a request to stop and reissue the funds to your new address. However, this request was denied on February 24, 2023, as we had not received the necessary change of address request in writing. We are unable to update your mailing address on file without the signed consent of all borrowers on the Note.
  
  On March 7, 2023, you informed another representative that you were still not in possession of the check and were instructed to wait a few more days. When you notified us that the funds were not received on March 16, 2023, the assisting representative explained that we would need to update your mailing address on file before reissuing the funds again.
  
  We can confirm we received your Change of Mailing Address Form on March 17, 2023;however, we were unable to use this electronically signed form to update your mailing address. On March 20, 2023, we sent an email stating were unable to update your account to the new address since we required the form to be endorsed with a wet signature.
  
  Our records indicate the loan was officially updated to reflect the address to which this letter is addressed when we received your Change of Mailing Address Form endorsed with wet signatures on April 10, 2023.
  
  Please note that the escrow refund check of $6,995.51 was reissued and mailed to you with 2-day delivery on April 21, 2023, with a *************************** ***** tracking number of 1Z6433650294337282. A representative advised you of this information on April 24, 2023.
  
  We sincerely regret any inconvenience we may have caused for the delays you experienced which caused you to lose interest in the funds you anticipated depositing in your CD account, and for any misinformation you may have received about the status of the escrow refund check. Our representatives are trained to not only be knowledgeable, but also courteous, efficient, and attentive. This situation is not typical of our business practices. Please accept our apologies for any concern or inconvenience this may have caused you.
  
  We believe that this response fully addresses the concerns outlined in this BBB correspondence. 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).
  
  Sincerely,
  ************
  Escalations Analyst
  Research Department
  

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19941587
  
  I am rejecting this response because: the response provided is inaccurate. All mail from Amerisave Mortgage was received at the new aDereks except the escrow check. **** successfully forwarded all other mail to the new address since the change was on file prior to our home closing. This response states that the request for a check to be reissued was rejected on 2/24 because the proper paperwork had not been received. The agent stated on 2/21 that she was able to change our mailing address on file real time and that no additional action was needed on our part, no change of address paperwork was provided. When the request was rejected on 2/24, Amerisave made no attempt to contact us. The last agent we spoke with said the new check could take up to 90 days to reach us until I demanded to speak with a manager and stated that I had seen replies on the BBB site where checks had been expedited and air mailed. We finally received our check 4 months after the closing and 3 months after they were legally obligated to send it. This company makes little to no effort to rectify their wrong doing until a complaint is filed with the BBB. 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/05/2023

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated April 26, 2023,rejecting our response to your previous concerns from April 16, 2023. You stated we should have received documentation to forward your escrow refund check to your new address. You also stated that a representative informed you that we could update the mailing address on file without any additional information on February 21, 2023. You further stated that we did not attempt to contact you when the check was not reissued. You noted that we did not escalate this matter until you spoke with a manager, and we delayed the process of issuing the escrow refund check. We have reviewed these concerns and our response is indicated below.
  
  Our previous response dated April 25, 2022, indicated that checks are not forwarded by mail forwarding services, as such, there was a delay with immediately reissuing your escrow refund check when you did not receive the check of $6,995.51 was generated on January 11, 2023, to your previous mailing address. The escrow refund check of $6,995.51 was reissued and mailed to you on April 21, 2023, with a United Parcel Service,Inc. ***** tracking number of 1Z6433650294337282. Our records show this tracking number was delivered on April 25, 2023.
  
  While the above-referenced refund is reflected as delivered to your updated address at this time, we reviewed your concerns regarding our previous communication in relation to this matter. We can confirm the representative you spoke to on February 21, 2023, did not make you aware that we required documentation to update the mailing address on file, and you were not advised of this information until you spoke with a representative on March 16, 2023.
  
  We received the proper documentation to update your mailing address on file on April 10, 2023, at which time this update was processed. Following the update to your mailing address, you spoke with our *************************** on April 18, 2023, to request a rushed reissued refund, which was processed as outlined above.
  
  We sincerely regret any inconvenience we may have caused by failing to advise you of our procedures with updating your contact information and the delays with processing your escrow refund check. Our representatives are trained to not only be knowledgeable, but also courteous,kind, and attentive. We apologize that this was not your experience when you contacted us. 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 this BBB correspondence. 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).
  
  Sincerely,
  
  ************
  Escalations ******************************

  Customer Answer

  Date: 05/08/2023

   
  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:04/10/2023

  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.

  Extremely unprofessional company. I was working with them for over 30 days and had to walk away with 13 days left to close. ************************* is incapable of checking his emails and communicating. He would ask me for documents and I would send them within a few hours. Then he would call me a week later asking for the same docs. He did this several times and eventually cancelled my loan with 13 days left to close and refused to reimburse the $500 interest lock in fee. He also is invoicing me for the appraisal but refused to send that appraisal to me or my new lender. Thankfully I was able to work with and get approved with my new lender with the same exact documents I sent Amerisave, and they did not give me any trouble. This company is a scam so think twice before working with them. Do not waste your time and money like I did.Someone named ******* called me a couple weeks back after reading my review and I gave her more details about what happened. She told me she would find out if she could refund the $500 as well as the appraisal, but never reached out since. I keep receiving emails for an invoice for the appraisal which is laughable since they refused to provide the appraisal in the first place. Complete fraud of a company.

  

  Business Response

  Date: 04/21/2023

  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 loan was declined due to the consumers Debt-To-Income (DTI) exceeding the allowable ratio per investor guidelines. While it is unfortunate that the consumers loan was denied, there was nothing AmeriSave could have done for a loan that is outside of investor guidelines.
  Additionally, the consumer was advised that the $650 Appraisal Fee would be invoiced to her.  This is consistent with AmeriSaves Appraisal Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment. 
  If your loan proceeds to closing, the cost of the appraisal will be collected at the loan closing; or
  If you withdraw or cancel your application, or the application is declined, the cost of the appraisal will be due at that time. AmeriSave will send you an invoice for the final amount due.
  A copy of the consumers electronically signed Appraisal Fee Agreement reflecting the consumers agreement with the terms and conditions of the Appraisal Fee may be provided if necessary.  Additionally,this language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information. The appraisal was completed on 2/22/2023 and an invoice was sent to the consumer pursuant to the Appraisal Fee Agreement signed on 1/21/2023.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19918003
  
  I am rejecting this response because:

  If you want me to pay for the appraisal you should have given me access to it. I requested a copy of my appraisal and ***** refused to send me it. My mortgage company then contacted your corporate office and requested the appraisal and ***************************** said they would send it when I make payment. I asked her to send me the link and she refused to do so. She initially told my mortgage company that she already sent the link for me to make payment, then later changed her story and said she had no way to send me the link to pay for the appraisal. Ultimately, they never sent me the link to make the payment and never sent over the appraisal to me or my mortgage company. I will not pay for a service I did not receive. I refuse to be scammed by this company.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/26/2023

  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 Appraisal report was accessible in the borrowers portal, as the processor informed both the consumer and the other real estate company. Also, borrower knew how to access the appraisal, as she was informed how to multiple times, by the ** and the processor. Lastly, the consumer had already viewed and downloaded appraisal. The original appraisal arrived 02/15/2023 and a revised appraisal arrived 02/22/2023, the consumer received a request to download notice each time a new appraisal is uploaded to the file since there is a 3-day waiting period from download per TRID, unless the consumer elected to **************. The notice still goes out on each revision received though,so that the consumer has access to the most recent appraisal provided.  The consumer downloaded the appraisal the same day it was uploaded.
  With regards to the request to transfer the appraisal,the disclosure that the consumer signed clearly states that All appraisal reports must be paid in full before a transfer will be allowed. Therefore, in order for AmeriSave to allow the appraisal to be transferred, the consumer would need to pay the invoice for the appraisal that was completed on 2/22/2023.
  AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19918003
  
  I am rejecting this response because:

  I was not given access to the appraisal. It was not online, which is why I and my mortgage company was asking for it. Also, as stated in the last paragraph of your response, I requested the link so I could pay for the appraisal in order for you to send it to my new company, and you refused to send me the link. Your employee lied to my mortgage company and said I already had the link to pay. When I confronted her and said I was never sent the link, she refused to send it, so I was not able to pay. You are a dirty company full of scammers.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/10/2023

  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.

  11/22 we started talking to AmerIsave about a home loan. We agreed to an assuredly refundable lock and shop fee (if AmerItrade was unable to provide us with the best rate). Over the next month, we did find a home that we wanted to pursue and began attempting to have a Amerisave help process our loan. We couldnt get the sr. ********* on the phone or via email for WEEKS( unavailable, not in office, unable to take our calls) constant excuses as to why she wasnt in contact. Time was vital in a competitive market- we began looking at other companies to secure our loan in a timely manner. We found a company that gave us a better rate; we contacted Amerisave and let them know- Not only could they not match it without adding multiple points are mortgage, our sr. ********* STILL never contacted during this time. Our loan originator on the other hand, was extremely persistent and called and emailed/texted us constantly. He was always needing more information to formulate a loan-we had to call the company and ask them to please stop requesting so much personal data and information; it was beyond our comfort zone from a safety perspective. Our realtor said he had never seen this much personal and sensitive information requested.Ultimately, since Amerisave was unable to offer us the best rate as promised, and the senior loan specialist was unable to ever connect with us, we had to go with another company. The company that we went with lowered closing costs by Amerisave by $7k. Since we had already started the appraisal process we were out the $500 lock fee and the $550 that the appraisal cost us that Amerisave set up. After ALL THIS we received an email on 12/23 that Amerisave was denying our loan, and not approving it going forward.We would not have been able to close on our home if we had stayed with amerisave. They failed us at every turn. We are so disappointed in the level of service provided by them. Attached are emails from the company validating the above.

  

  Business Response

  Date: 04/14/2023

  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 is an online mortgage company and the Loan Origination System is designed to send automated emails throughout the loan process.  This is an effort to provide the consumer with reminders and updates.  The intent was not to overwhelm the consumer.  The automated emails refer the consumer to the Loan Originator (**) or Processor as the contact person.  The ** and Processor are unable to stop the system generated emails. In addition, the Loan Origination System may automatically send a request for the same document if the submitted document is in queue and has not yet been ******************** by an employee.

  The time it takes to close a loan can vary dramatically depending on the complexity of the loan, clear documentation being provided, and the verifications required to be obtained from third parties. It is acknowledged that significant documentation is required in order to meet underwriting requirements.

  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19917147
  
  In response to the last line of your reply, I find your auto generated and copied response highly UNSATISFACTORY. You say that the time to close a loan can vary dramatically depending on the complexity-however, our experience with a much more professional lender following the Amerisave fiasco was not only quicker, responsive, more affordable, IT WAS NOT INVASIVE ON OUR TIME AND PRIVACY. I honestly felt that the haranguing requests by our loan originator (because the loan officer was constantly out of the office?) multiple times a day for different items were being made in order to deny our loan, not to help us. This is why we have reached out to the BETTER BUSINESS Bureau, to give Amerisave the opportunity to better your business-which can be fulfilled through refunding our Lock and Shop fee. This company failed to meet our needs, our rate we locked in was NOT the lowest available-this was false advertisement. We have it on a recorded line on 11/3/2022 with our loan originator (***************************;
  Loan Originator NMLS ID #******* ) 
  that the lock and shop fee was indeed refundable. According to your response, your employees are giving their customers misinformation and LYING to increase revenue; your company is dishonest and manipulative.
  
  
  *******************************

  

  Business Response

  Date: 04/20/2023

  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.

  Unfortunately,AmeriSave is unable to review the recorded calls between you and the ** as calls are not kept indefinitely.  We regret that you did not bring this to our attention when the recorded calls were available to review.

  No new information has been provided by the consumer for review.  Any inconvenience to the consumer is regrettable.  AmeriSave has made a good faith effort to address the concerns and resolve the matter satisfactorily.

• Initial Complaint

  Date:04/09/2023

  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.

  Contract with ****** Windows was signed on November 18, 2022. The job was to replace 22 windows in my home. Newpros Windows is at ***************************************************** and their number is ********************* I found out that the replacement windows ****** offers will not be adequate for the job. I need new construction windows because the *****, trim and frame are rotten on my windows.I wrote cancelation letters on January 11th and 23rd.I talked with owner, *************************, about the contract. He told me that ****** had already ordered the windows with part of the financing I got ($17,000). He told me they were custom and could not be used elsewhere. I had my son's boss who owns a roofing, siding and windows company, come over and look at the windows in my house. He claimed they definitely needed new construction windows. His lawyer, who I borrowed for this issue, came over too and looked at the windows and agreed. (He has numbers of the owners who he spoke with).Since then, the lawyer, ***********************, ************, met ****** managers at my house to examine the windows. He told me they were non-committal when he pointed out they were rotten and needed new construction windows. He has spoken with them three times since then. The second to last note I got from ***** (last week) said that he told them that the contract was too nebulous about what to do about the rotten ***** and trim and that he felt the windows weren't custom and that if they took me to court, I would argue vigorously and if the court ruled against me, I would go bankrupt. Then the last note I got from the lawyer is that he thought they might want to take it to court. I want to cancel this contract and avoid going to court.In addition, the price is exorbitant for the windows ($35,000). The 18-month deferrment enticed me to sign the contract but I reviewed the contract and noticed that at the end of 18 months, I would be paying $986 a month at *****% interest. I have since had two new construction window companies out to the house and they quoted $24,000. I gave lawyer all my documents. I would suggest calling the lawyer, ***********************, because he know what they said to him better than I do. He was kind of nebulous in his note about how they responded.I submitted this complaint before but you guys canceled it out because I didn't sign something???? I have no idea why. That's why I'm submitting it again. Please help me with this.

  

  Business Response

  Date: 04/10/2023

  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.  

  This consumer's complaint does not seem to be directed towards AmeriSave. As such, AmeriSave is unable to address the merits of this complaint.

• Initial Complaint

  Date:04/07/2023

  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.

  On march 21st we applied for a mortgage with Amerisave, we submitted all the info. March 31st my wifes credit was ran and we were told by our loan officer that we were all good. We tried to get in touch with ************************* and ******************* multiple times, they would only answer after we reached out to customer service and then no reply from either of them. We reached out to *********************** who said to contact her directly and then suddenly she went on vacation and we were unable to reach her until after cancellation when she was suddenly no longer on vacation. ************************* who is the manager of said people tried to resolve our issue but my wife was not on the loan even though **** had ran her credit twice and was aware of her car payment. Suddenly after we complained for a week and got nowhere they called us and said we were unable to be approved after our loan had already said locked. We uploaded the same documents over 6 times on their portal since somehow they always needed the same info. The initial contract was written with the wrong information (my fathers date of birth and my social) now we are told that the $500 to lock in our rate is non refundable even though all of the delays have been due to their lack of commitment and communication. We still have not heard about the $750 refund for the appraisal fee that they never scheduled and were told we would have an answer by today. Of course once again the calls led nowhere. The information that kept being uploaded was not mine again my fathers information after continuing to upload proof the debt was not mine. Nowhere on the conditions of lock in does it state that the fee is non refundable, and they definitely did not act in a timely manner concerning our loan given how many calls and how we only got a reply after their customer service reached out to them. Attached are all the calls that were never answered

  

  Business Response

  Date: 04/12/2023

  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 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. 

  
  An underwriter review of the loan determined the total expense ratio exceeded the risk threshold for automated approval for an FHA loan; additionally, the consumers Debt-to-Income (DTI) ratio was already too high, prior to the addition of the Non-Borrowing Spouses debt.

  
  The applicant completed a mortgage loan application on 4/3/2023. The loan was dispositioned on 4/7/2023.  As a courtesy, the Appraisal Fee of $750 was refunded on 4/10/2023 to the credit card initially charged.  AmeriSave apologizes for any inconvenience to the applicant and trusts this matter is satisfactorily resolved.