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

  1 Corporate Drive, Suite 360 Lake Zurich, IL 60047

• 

  AmeriSave Mortgage Corporation

  700 Tower Dr Ste 610 Troy, MI 48098-2836

• 

  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:03/20/2023

  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.

  I paid a 500 dollar lock and shop fee to Amerisave in June of 2022. With the understanding that if they could not get me approved for a mortgage it would be refunded. I wanted to wait , I didnt just wanna pay the fee , I was pressured into it , Once the fee was paid I received an email that listed it as an application fee. My loan officer who assured me that it was a lock and shop fee and could be refunded if Amerisave could not assist. Since paying the fees I have been unable to contact anyone and only received computer generated emails requesting the same documents be uploaded over and over again to a system that seemed to not be working properly. I reached out to request a refund and I am now being told its unrefundable. Why would anyone agree to pay 500 dollars to a company without a guarantee of a refund if the goods are not delivered as possible. I am requesting a refund as I no longer wish to work with a company that seems to want to rip people off .

  

  Business Response

  Date: 03/31/2023

  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 final dispositioned on 10/12/2022.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.
  

  Customer Answer

  Date: 03/31/2023

   

   Complaint: 19624107
  

  You guys are ridiculous!!!! It seems like you guys are copy and pasting the same message under everyones complaint, I was not told it was non refundable, you guys are claiming you went through all communication records, and you say that I entered my payment through a payment screen under an agreement??
  how come you guys dont have the record where I NEVER physically entered my card info, after being pressured by my loan officer I had to Verbally give my card info , I was ON THE ***** while I gave my card info to the loan officer, where there was NO written agreement nothing and no verbal agreement about it being non refundable. 
  I was told it is refundable! 
  
  
  The fact that you guys say you have communication records , but you guys are over here making a false claim. And claiming something that is not true.
   Reasons why I didnt move forward,
              I was constantly emailed to send over the same documents over 

   after making MY $500 payment Ive read multiple reviews and complaints on how your company scams people and lies

  people that work at Amerisave are very rude and not helpful

  I have a lot more complaints

  I would like my $500 back please .

   

   

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

  

  Business Response

  Date: 04/10/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  No new information has been provided by the consumer for review. 
  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. 
  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 final dispositioned on 10/12/2022.
  Any inconvenience to the consumer is regrettable.  AmeriSave has made a good faith effort to address the consumers concerns.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19624107
  
  I am rejecting this response because: you guys are copy and pasting the same paragraph over and over , you guys obviously didnt read what I wrote on the previous complaint , you guys are ridiculous and a fraud. You would lie about the customer,  make a false claim, just so you dont pay the customer back . 

  if you guys claim there was an agreement I signed about the $500 fee being non refundable , which I clearly did not , please send it to me.

   

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

• Initial Complaint

  Date:03/20/2023

  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.

  This company dedicated $500 from my checking account to lock in an interest rate on a home mortgage. My mortgage loan was later denied. I contacting **** at Amerisave mortgage ***************** she said I would receive a refund in a week. It has been a Month and haven't received the $500 returned to my bank account. Please help me get my money returned.

  

  Business Response

  Date: 03/31/2023

  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 initiated a loan application with AmeriSave on 7/13/2022. The consumer was unable to find a home in ****** at that time for the amount of $500K.  The Loan Originator (LO) advised the consumer that he would transfer the Lock &Shop fee to another loan after it had expired and did so on 11/11/2022. Unfortunately,the consumer no longer qualified at that time due to the increased interest rates. The loan was final dispositioned on 2/2/2023.
  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 will be refunded to the credit card initially charged within 3 to 5 business days.  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:03/18/2023

  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.

  I went on the Internet looking to have a company mortgage my home. I chose to go with Amerisave because the woman I was talking with said she could help with my needs and had me pre-qualified. She said she would walk me through the whole process. I started sending her my financial information, and she asked for a $500 payment that would be reembearsed in the closing costs. The down payments were going to be very high with her company compared to others, but I went with her because of her companys reputation. Once I paid the $500 fee, I have net heard a word since. She has stopped responding to emails, or phone calls. Amerisave says the $600 is non refundable- but I hadnt cancelled. Ive been ignored for over a week.

  

  Business Response

  Date: 03/28/2023

  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. 
  To address the communication issue, the call logs show the Loan Originator (LO) 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 Sales Manager reached out to the consumer on 3/20/2023 and attempted to leave a message to assist with the next steps. Several attempts have been made to contact the consumer to discuss the loan process.  The consumer will need to respond to phone calls and any additional requests to finalize the loan process.
  
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:03/17/2023

  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.

  I got preapproved by this company last Oct 2022. Tha loan agent explained to me that I should go thru their shop and lock program since interest rates are going up. I confirmed if it is refundable just in case I won't be able to find a house in my area since they are too expensive and he confirmed that it is 100% refundable. (Attached is his email verifying my claim). I paid the $500. I did sent an offer to a house but was outbidded. Then I went on vacation Dec. I asked him what happens to the $ 500 I paid since it expires Dec 2022. He said the rate I locked was good till Jan 2023 and if it does expire, it will be rolled over for another 90days, then it will be credited back once I go under contract. When he last contacted me after my vacation, I told him that I changed my mind and would not be buying a house anymore and I would need him to refund the $500 I paid for the shop and lock fee. He hasn't responded since then. I think this shop and lock fee thing is deceitful and affects the integrity of this company. Who is going to trust a company that lies to its customers at just the beginning of their transaction?

  

  Business Response

  Date: 03/24/2023

  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.

  
  Upon review of the file,the Loan Originator (**) emailed the consumer on 10/22/2022, to discuss the lock and shop program. On 1/31/2023, the ** was notified that the consumer is buying a home in ***************. The loan was final dispositioned on 3/5/2023.

  
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This is consistent with AmeriSaves fee authorization screen which was reviewed by the consumer along with the Loan Estimate (LE) prior to accepting payment.  It states in part 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.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.
  

  As a courtesy, the $500 Lock & Shop Fee will be refunded to the credit card initially charged within 3 to 5 business days. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 03/27/2023

  Settlement accepted.

• Initial Complaint

  Date:03/16/2023

  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.

  I inquired about a possible mortgage loan with Amerisave Mortgage. After filling out the application and going through the steps, I was told to send $500 for the initial application fee that would be applied to final closing or lock in a certain rate. After two months of back and forth and numerous filing of paperwork on my end, it was considered too risky on their part and the file was closed due to inadequate income to proceed. I was told several times by loan originator ********************************* Loan Originator NMLS ID #****************************** NMLS ID #**** ***************************************************************************** to continue adding additional income proof only to be told I was declined and will not be refunded my $500 unless I want to reopen the file at a later date. I was never informed that if I was declined I would not receive my money back! I am contacting their supervisor to see what course of action will be next but in the end, this is an entire scam!

  

  Business Response

  Date: 03/28/2023

  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. 
  While AmeriSave makes every attempt to confirm a consumer 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.  The Loan Originator (**) prequalified the consumer using income information provided by the consumer.  Unfortunately,once the underwriting team reviewed the file, it was determined that the consumers Debt-To-Income (DTI) exceeded the allowable amount necessary for qualifying purposes.
  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 loan was final dispositioned on 3/20/2023.
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:03/16/2023

  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.

  This all started in the fall. I have been sending checks to the same address as per my mortgage contract for over two years with no issues. I use online bill pay so I'm never late even when out of town. My mortgage fell behind, due to their inactivity, so I made the account current, and then yet again, the mortgage fell behind due to their inactivity. I started sending daily payments to see what's cashed. The following is a description of the most recent incident. I have never had so many problems with an institution not cashing checks in all of my life. I would like to request all delinquencies, defaults, foreclosures to be deleted, fees to be refunded, and credit reports rescinded. I also would like a refund of at least the second $1606.24. I need that money for other commitments. Attached are several documents. The first $1606.24 (check # ******) was stamped received on 27JAN 23, the same as a regular payment of $772 (check # ******). The $772 was promptly withdrawn... the $1606.24 was held from 27JAN till it was withdrawn on 23FEB23, almost a month later. I sent a second check for $1606.24 (check # ******) after I realized check ****** was withdrawn, but check ****** was actioned were sent out on the same day. I figured Amerisave lost it or didn't want to deposit for whatever reason again. That check was withdrawn on 22FEB23... It was withdrawn before check ****** despite being sent almost a month later. I have attached payment history for the past 24 months. I never missed a payment. Amerisave decided to stop cashing my checks. I still don't know what happened to well over a dozen checks. I have attempted to contact the company. They tell me to email a customer service address and then I get a letter in the mail a week later saying they are working on it. It's been long enough and I have not been updated on the situation by phone or email. I switched address to HQ This has cost me credit application denials due to credit delinquency.

  Customer Answer

  Date: 03/21/2023

  Here is another example of the quality, timeliness, and attention to detail of Amerisave.  I have a mortgage stmt I received in the mail today.  Statement Date:  21FEB23.  Due Date: 1MAR23 with additional fees sof $22.02.  Of course I sent my regular monthly payment of $772.00, but there is no way I can include those fees by March 1st, when I receive the mail on March 18th.  Furthermore, all these fees and negative credit statements will affect my security clearance with the military and I need them to be removed.  Attached is the statement and **** email screenshot of delivery date.  Thank you,

  ***********************, ************

  

  Business Response

  Date: 03/29/2023

  We are in receipt of correspondence to the Better Business Bureau (BBB) dated March 17, 2023. In your correspondence you stated you have been sending checks to the same address for over two years with no issues through your bill pay and this assures you are never late. Your mortgage fell behind due to inactivity.You started sending daily payments to see what was cashed. We have reviewed your concerns and our response is indicated below.
  
  Our records show a letter was sent to the address of this correspondence dated September 29, 2021. The letter advised of your loan servicing being transferred as of November 1, 2021. The letter also advised that your old loan number of XXXX1663 was being changed to XXXXXX0867.  Per the copies of your bank activity your payments are being sent to the old account number ending in 1663.
  
  Due to this being the incorrect account number, our system is not able to process the payment. The payments are put into a holding account until they are manually researched and applied to the loan or rejected.  

  We believe this fully addresses the concerns outlined in your BBB correspondence.

• Initial Complaint

  Date:03/13/2023

  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.

  Got a loan from AmeriSave Mortgage, Ive been paying my bills on time. But they keep sending me letters saying Im late and will never give me any explanation of why!! So I told them I need to speak to a Supervisor or Manager about a check they sent that cant be cashed because I want to give it back and nobody ever returns my calls!! Ive called 7 times and left emails going on 2 months now. They dont want me to return this check cause they want me to pay interest on it.

  

  Business Response

  Date: 03/22/2023

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated March 14, 2023. You stated that you have been remitting timely monthly payments, but we mailed letters indicating your payments are past due. You also stated you contacted us several times regarding this matter and a check that you received from us,which cannot be cashed and that you would like to send back, but your calls have gone unanswered. You stated that we are refusing to allow you to return the check to make you pay interest on it. We have reviewed these concerns and our response is indicated below.
  
  According to the terms of your Note,your loan is a Conventional loan rather than a Daily Simple Interest (DSI)loan. Each month, your payment includes interest based upon the amount of principal remaining at the conclusion of the previous month. As such, the date of receipt of payment does not affect the interest due for any payment. If you would like to lower the amount of interest paid, you can make payments directly to principal, which would reduce the interest on subsequent monthly payments,dependent on the size of principal payments, may pay off your loan prior to the maturity date.
  
  Please be advised that *********** Mortgage, Inc.(DMI) is the contracted agent assisting with the processing of your mortgage payments, managing escrow accounts, and answering questions regarding the servicing of your loan, on behalf of AmeriSave Mortgage Corporation. DMI was carefully selected based upon its reputation, high service standards, and business expertise. This letter is from DMI.
  
  Please note that when we acquired the loan for servicing on November 29, 2022, the closing documents reflected the first payment of $940.66 was due on January 1, 2023. When we had not received this payment, we sent separate correspondence dated February 8, 2023,indicating the loan was past due for the January and February 2023 payments,since the monthly payments are due on the first of the month.
  
  We received a payment of $3,000.00 on February 14, 2023, which was applied with an effective date of February 13,2023. This payment satisfied the January, February, and March 2023 payments of $940.66 each. We applied the remaining funds from this payment as a principal payment of $178.02 on February 15, 2023, with an effective date of February 13,2023.
  
  Our ********************** contacted you several times between January 10, 2023, and February 14, 2023, to discuss this matter, however, we did not receive an answer. On March 8, 2023, our **************** advised you were requesting someone to contact you regarding the delinquency notice you received. A representative spoke with you about this situation on March 16, 2023. During this call, you stated you were also concerned about your car loan with AmeriSave Mortgage Corporation. The assisting representative explained that our office only services your mortgage loan. We have notified our **************** that your issues regarding your car loan.
  
  Additionally, we cannot confirm the check referenced in your complaint derived from our office. If the check is related to your mortgage loan, please provide more information, and copy of the check in question to the following mailing address, fax number, or email address for research purposes:
  
  Mail Stop 1290
  *********************************************************************************-8945
  Fax Number: **************
  Email:****************************************************
  
  Please include your loan number on all correspondence. If you choose to email this documentation, please save any attachments as a PDF.
  
  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).

• Initial Complaint

  Date:03/12/2023

  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.

  I had refinanced with Amerisave, for the longest time everything seemed okay, I never had any issues I paid my mortgage online and never needed to get in contact with the company. However, at the beginning of this year I needed to get a hold of someone via phone, that is where this nightmare with Amerisave began. I called because I wanted to get some guidance regarding my Disabled Veteran tax-exempt status that had been approved by the city treasury office. I wanted to know what was needed and who could I contact. I received an email and was told to email what documentation I had received from the city. After waiting a few weeks with no reply from that email, I reached out again. To be told they needed more information. I asked why anyone didn't email me back to explain this, and the response I receive was that the financial department does not reply to emails. I asked for a contact number for the financial department to which the reply was "the financial department does not have a phone number". Now if the financial department does not reply to emails and does not have any form of communication who exactly am I supposed to talk to? The only number given on the website takes me to the customer service department, there is only so much a customer service representative can answer. It has been such a pain trying to get past their first and only form of communication. Now I am severely confused, because on the website it states that a tax payment was made to my city, however when looking at my records with the city they have not received any form of payment. My question is, who did they pay? Because there is no evidence stating the city received a payment.

  

  Business Response

  Date: 03/30/2023

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB) dated March 12, 2023. In your correspondence,you stated that you contacted us by phone to arrange a change in your monthly payment amount following an approved exemption filed with your property tax collector. You stated that you submitted evidence of the exemption but were notified we required separate documentation. You raised concerns that no one reached out to you to explain any additional documentation required, and asked which department with whom you should communicate to receive responses to emailed information. You further stated that we have made a disbursement for your property taxes, but that no payment reflects with your tax collector. We have reviewed your concerns and our response is indicated below.

  According to our records, you contacted our *************************** by phone on February 6, February 7, and February 14, 2023. During the first call, you advised us that you had been approved for a tax exemption. Our representatives explained that we require an updated tax bill or estimate in order to update the tax projections in our records. You stated that you were unsure if the documentation you had received would be sufficient to update our records, but that you would submit the documents despite this.
  
  During the second call, you requested contact information to submit your tax documentation by email.
  
  During your third call on February 14, 2023, you stated that you submitted documents to our ***************** but had not received a response back. During this call, you were advised that our ***************** does not communicate via email. You were also advised to submit a copy of an updated tax bill or estimate in order to update our tax projections.

  Please note that an exemption approval notification from your taxing authority is not sufficient to update our tax projections. We monitor all amounts billed from your tax collector when your tax bill is released annually. If your tax amounts are changed outside of this annual bill, your tax collector will issue an adjusted or estimated tax bill. If you receive an updated tax bill or estimate which reflects your tax exemption amounts, you may submit a copy of this document to any of the following contact methods:
  
  AmeriSave Mortgage Corporation
  MAIL STOP 1290
  **********************************************************************************
  Fax Number: **************
  Email: **************************************************** 

  Please include your loan number in all correspondence. This contact information is for our ******************** If you have questions regarding your mortgage loan,and would like written responses to your requests, you should submit questions in writing to any of these contact methods. Our ******************* is required by federal regulation to respond in writing to all notices of error or written requests for information within 30 business days of receipt of your correspondence. Please note that questions or requests submitted in writing should be of a specific nature. Submission of documents related to the loan only will not result in a response in writing.
  
  In your correspondence, you stated that we paid your property taxes, but that the city did not reflect our disbursement. On March 3, 2023, we disbursed funds of $680.49 to the *************** Tax Collector via check number ******. When we make disbursements for your property taxes, we issue one bulk check for all of the loans which we service with taxes due to your taxing authority. Check number ****** contains payments for multiple tax properties; as such, your tax collector may have received our payment, and still be processing payments contained within. This process may take up to six weeks; however, your tax collector is required to post all payments received prior to assessing late fees or tax penalties to the account.
  
  We sincerely apologize for any inconvenience you may have encountered in requesting updates to the account through our ***************************.Customer service is of the utmost importance to us at AmeriSave Mortgage Corporation, and we sincerely regret that this experience may have fallen short.

  We believe that this response fully addresses the concerns outlined in your BBB correspondence.

   

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was assigned *********************** as my loan originator and my experience has been very disappointing. At first, **** was very available; returned phone calls and reached out via email. Then there was NO communication. Very poor customer service. I called 5 times since March 2, 2023 to try and receive information regarding my cash-out home refinance and NO ONE was able to assist me (except ***********************). First impressions are EVERYTHING and I hope that AmeriSAVE is not producing loan originators such as this.

  

  Business Response

  Date: 03/24/2023

  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.

  To address the communication issue, the call logs show the Loan Originator (LO) 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. 

  Per the consumers request on 3/9/2023 the loan application was canceled. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19563722
  
  I am rejecting this response because: I was sent an invoice for the appraisal on January 25, 2023 and I immediately forwarded the email to ***********************. He stated in the email that "We will take care of this in March. We will use the same appraisal and I will cover it." Well, as I stated in my complaint, *********************** didn't provide any customer service to me when I wanted the resolution of my complaint with the BBB to be that the cash-out loan refinance be completed. Instead, it was canceled. Therefore, I feel that I do not owe the $520 for the appraisal due to the *********************** lack of customer service AND that he stated that HE would cover the cost. I have attached a copy of the email with the communication between *********************** and myself regarding the appraisal cost. I appreciate the fact that AmeriSave admits that *********************** did not do his job in returning calls and keeping me updated on the process.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/31/2023

  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. 

  In the initial disclosures dated 12/13/2023, sent via secure link in email, the consumer was provided with both the Lock and Shop Fee and the Appraisal Fee agreements.  The consumer later signed the Appraisal Fee Agreement on 12/13/2023 which advised the consumer would be responsible for the appraisal fee once the appraisal inspection had begun. A copy of the consumers electronically signed Appraisal Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  
  When the consumers initial application, loan number ending in ****, was cancelled the Loan Originator (LO) transferred over the appraisal into the new application, loan number ending in ****. This was to ensure the consumer was not charged for multiple appraisals.  
  
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  
  

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19563722
  
  I am rejecting this response because: *********************** stated that he would cover the appraisal cost. O supplied a copy of the email previously showing proof of this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/08/2023

  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.

  Me and my brother were searching for single family home/ manufactured homes. We found few we were Interested in, so I started reaching out to lending companies to get pre qualified. This where I came into contact with an agent from Amerisave which everything ran smoothly until we got to the lock and shop fee of $500. In which I asked the agent what if I never use it or we end up not liking any homes. In which he told me you have 90 days or I can just give you a $500 discount on another loan. So I agreed an went ahead and did the $500 lock. After about a week of looking non stop we couldn't find anything we liked or wanted. So I messaged amerisave agent to let him know me and brother decided to wait another 1 year to 2. How do I proceed to get my $500 back since we won't be using it. He responded telling me it's non refundable and said it's discloses this on payment form. Which I argued I asked him before even getting to the pay form this very question and was never told it was non refundable. He responded again saying he never told me it was. I will take responsibility for the fact I didn't read carefully the payment form, but it's very poor business practice when a customer asks you the question and you don't disclose to them upfront it's non refundable. **** never work with this company again.

  

  Business Response

  Date: 03/15/2023

  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.

  
  Upon review of the file, our records reflect that the consumer spoke with a Loan Originator (**) on 3/3/2023 and started a loan application. On 3/7/2023, the ** received a message from the consumer stating they decided to wait a year or two to purchase a home since they have not found a home they like. The ** explained that the lock and shop fee is non-refundable.

  
  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 explanation has been helpful.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19556869
  
  I am rejecting this response because:
  

  As seen in my emails, I clearly state I was never told about it being non refundable, the recorded call also Indicates such language which he even states in his reply. At any time was I told it was non refundable. 

  His only argument was it says it in the payment form, ok fine. But I asked before I even got to the form. Was never once told it was non refundable. 

  This is poor business practice, if a customer asks a question it should be told directly, especially when it's $500 that it's non refundable. 

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

  

  Business Response

  Date: 03/22/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  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.