Complaints
Customer Complaints Summary
- 225 total complaints in the last 3 years.
- 51 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/27/2025
Type: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 received a letter from Dovenmuehle saying they are holding money for me from a mortgage company - ********************, With a check date of 8/19/2020 check number#*******. For amount of $2497.09 I want to know if its legit???618-406-7647gary ******
Business Response
Date: 07/14/2025
Hello, we have attached our response for your review.Initial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We contacted *********/DM on June 12th and advised them we had a buyer who wanted to assume our VA loan and we received confirmation it was being transferred to the appropriate department (Special Loans). They said the packet would be mailed. We followed up on the 16th and were told it hasnt shipped but will immediately. Called back on the 20th, hasnt arrived, then we were told it never shipped on the 16th and went the following day. We received the package on the 23rd (today), buyer is ready to back out and new service provider (*******************) cannot help, because *********/DM still hasnt processed the transfer completely. They specifically knew we wanted to do this assumption 5 days before alerting to the transfer. My wife spoke to an agent this morning. We attempted to get a manager and she (******) said she would escalate for us to receive a call back. This was at 8:30am. As of this filing time (6pm-after closing), no communication. I feel my rights as a disabled veteran are being infringed and Im appalled that they do not seem to be helpful, apologetic or willing to pivot to make this right. I feel I should be also filing with the VA and other consumer protection agencies that this could happen to them. Im not seeking monetary compensation (YET), and only want them to expedite this and see it through so this isnt the reason a fellow veteran cannot assume my mortgage, and my family and I dont have the option of having our entitlement reinstated for our new home which will come with a major price tag which at that point I would feel they are liable for this lack of servicing which our terms and conditions clearly state is our right and they also clearly acknowledged receipt and understanding of the request prior to the transfer. Please reach out if there are any questions or concerns.Business Response
Date: 07/14/2025
Hello, we have attached our response for your review.Initial Complaint
Date:06/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against my mortgage servicer for their gross mishandling of my escrow account and refusal to fully reimburse me for interest I was forced to pay out-of-pocket due to their failure to properly pay my 2024 property taxes.Throughout 2024, my mortgage company held an escrow account and was responsible for paying my property taxes to ************, **********. I paid into this escrow account monthly. However, they failed to send the correct amount due to the county. Instead, they sent approximately $900 in April and again in October each time representing only half of a half payment. Grant ****** does not accept partial payments and could not apply these funds. They tried repeatedly to contact the mortgage company for the balance but received no response.Because of this, no 2024 taxes were ever paid while my escrow account was active, and interest began accruing. I closed my escrow account in January 2025, unaware that the 2024 taxes were still unpaid. By April 2025, I received a delinquent notice from the county showing I owed $3,612.11, including $297.99 in interest. I paid the full amount out-of-pocket to avoid further penalties.When I contacted the mortgage company, they took over a month to respond. Eventually, they reimbursed me for only part of the interest$156.68. They refused to pay the remaining $141.31, falsely claiming this was a penalty from 2025 and not their responsibility since my escrow account had closed.This is completely incorrect. The $141.31 was paid in April 2025, yesbut it was interest that had accrued in 2024 while the escrow account was active and they were responsible. I provided the mortgage company with the official county records, tax statements, payment receipts. They ignored all documentation and continued to deny responsibility.I am requesting full reimbursement of the remaining $141.31 in interest caused solely by the mortgage companys failure to fulfill their escrow duties in 2024.Business Response
Date: 06/27/2025
Please see our response for this matter attached.
Thank you.
Customer Answer
Date: 06/27/2025
Complaint: 23445149
I am rejecting this response because: There is not a response or PDF attachment attached.
Sincerely,
**** *****Customer Answer
Date: 06/27/2025
Complaint: 23445149
I am rejecting this response because:I have now received yet another letter from your office falsely stating that the $141.31 interest penalty I paid in April 2025 was for taxes due in April 2025. This is simply not true, and your continued insistence on repeating this inaccurate claim despite all the documentation Ive provided is beyond frustrating and entirely unacceptable.
Let me state this again as clearly as possible:
The interest was paid in April 2025, but it accrued during 2024, when my escrow account was active and your company failed to pay the correct amount of my 2024 property taxes. The tax year in question is 2024. The reason I was forced to pay all of the interest in April 2025 is because that is when the tax bill, covering your unpaid 2024 obligation, came due in full.
The receipts I submitted show this clearly. The Grant ****** Treasurers records show this clearly. And yet, despite those facts, I continue to receive form responses that misinterpret the timeline, ignore the countys documentation, and place responsibility on me for a penalty caused entirely by your office's error.
At this point, further email communication is proving to be ineffective. Therefore, I am requesting a direct phone callwith someone from your Escrow or Research Department as soon as possible. Even better, I would like to arrange a three-way call with your team and the Grant ****** *****************, who can clarify the tax timeline and confirm what Ive been explaining from the beginning.
Please let me know when you are available for this call. I will coordinate with the ***************** to ensure we can all speak together and put this matter to rest. I am still willing to resolve this professionally, but I will not continue to accept inaccurate claims and shifting responsibility.
**** *****Business Response
Date: 07/03/2025
Hello, we have attached our response for your review.Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution is now satisfactory to me only because ******************** personally intervened to resolve the issue.
To be clear: Dovenmuehle Mortgage has not demonstrated that they are capable of handling my mortgage account in a timely, professional, or accurate manner. This issue dragged on for nearly two months, during which I received repeated, inaccurate form responses that contradicted the documentation I provided and failed to take responsibility for a mistake that was entirely theirs. The fact that it required my credit union who employs Dovenmuehle as a third-party servicer to step in and do what Dovenmuehle should have done from the beginning is both unacceptable and deeply unprofessional.
I am grateful to ******************** for recognizing the seriousness of the matter and correcting it directly. Without their involvement, I have no confidence that Dovenmuehle would have resolved this properly if at all.
While I am now satisfied with the outcome, Dovenmuehle's handling of this complaint reflects poorly on their operations, and it should not take escalation to this level for customers to receive basic accountability.
Sincerely,
**** *****Initial Complaint
Date:06/04/2025
Type: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 for months has messed up my credit, taken payments and not applied to my account, never know any information to the point not I have to write down all ID numbers and calls made! My mother is sick and dealing with this company is a sickening nightmare to which nothing gets resolved! To top things off they keep giving me answers that cause more problems!!Business Response
Date: 06/10/2025
Hello, we have attached our response for your review.Customer Answer
Date: 06/10/2025
Complaint: 23418590
I am rejecting this response because:They kept rejecting payments or putting in what a representative called a pending account, weren't notifying me to an address I said applicable and have **** poor communication as to replying to my requests.
Sincerely,
***** ****Business Response
Date: 06/16/2025
Hello, we have attached our response for your review.Initial Complaint
Date:05/29/2025
Type: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.
Received a property damage check from the insurance check for damage to my property from hurricane damage last year. Released a small initial disbursement (5k total check 19k). My out of pocket repairs are above 10k, documented and yet they are not releasing any additional funds. Here my Florida house sits desperately needing a roof before hurricane season and thus company is dragging their feet on issuing any further money.Business Response
Date: 06/13/2025
Hello, we have attached our response for your review.Customer Answer
Date: 06/13/2025
Complaint: 23392657
I am rejecting this response because:I have not received a copy of the inspection report or any response whatsoever from the company (see attached email). Obviously because I do not have a copy of the report, I can not provide specific details on why their percentage of work completed is ridiculous at only ten percent, however it is a poor assessment.
The work completed is well above 35% and my actual costs currently stand at $8560.00 exceeding the initial disbursement by $3560.00. please see the attached report of completed work.
Please note, my homes roof needs the roof repaired. We are already in hurricane season (June 1) and it is in my best interest and the mortgage companies best interest to have this completed. The home would have catastrophic water damage should another hurricane happen prior to roof replacement. Time is not a luxury we have.
Sincerely,
***** *******Business Response
Date: 06/20/2025
Hello, we have attached our response for your review.Initial Complaint
Date:05/28/2025
Type: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.
Dear BBB,Myself and my husband, ***** and **** *******, once held a loan with Dovenmuehle Mortgage, hereinafter DMI associated with our former property located at **********************************. For reasons unknown, our address was incorrectly associated by DMI with an address in *******. We have no association with this incorrect Georgia residence. As a result, we did not receive correspondence from DMI regarding trustee escrow accounts owed to us by ********************. DMI then remitted these funds, in the amount of $9,964.83, in 2016 to the State of Georgia, **********************I was made aware of the existence of these funds in January of 2025. The unclaimed assets division of the state of Georgia has advised that I need a letter from DMI with the following information to claim my funds: 1. The complete loan number [**********]; 2. The loan amount [$9,964.83]; 3. The names of the account owners [**** and ***** *******]; and 4. A statement that DMI turned the funds over to the State of Georgia.Since January 2025, I have submitted numerous faxes, emails, certified letters, and phone calls to DMI, seeking this information, with no results. Most recently, I corresponded with **************** (see emails from 5/20 & 5/22 ****************************************** in the research department of DMI. Mr. ***** apparently thought I was trying to secure the funds directly from DMI, and has not responded to repeated outreach attempts. I have made upwards of 15 attempts to secure this information.I have documentation of my outreach to DMI. Any assistance you can provide me would be appreciated.I was disappointed to notice on the BBB website several other complaints against DMI similar to mine. It seems they have a pattern of ignoring clients and failing to assist them with valid claims to their funds.Thank you so much in advance for any assistance you can provide. Should you need to call me directly? I can be reached at ***********.Business Response
Date: 05/28/2025
Hello, we have attached our response for your review.Initial Complaint
Date:05/08/2025
Type: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 received a letter from Dovenmuehle Mortgage, Inc. on April 25th, 2025 that they are holding unclaimed property funds and asked to sign the letter. I did and scan the document to ********************************************** and in 2 business days I received an email saying they received the letter signed but the signature doesn't match with their records. I called to ************ and they told me to send our DL copies for dispute. I did and then I have never received a feedback from them.Business Response
Date: 05/09/2025
Hello, we have attached our response for your review.Customer Answer
Date: 05/14/2025
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.They sent me the check and the funds are in my account.
Sincerely,
**** ********Initial Complaint
Date:05/07/2025
Type: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.
01/13/25 Dovenmuehle send oayment to LA County Tax Collector and now they are charging me almost $14K and monthly late fees. I called at least dozen of times and they refuse to delete this bill from my escow. They also told me that it is my responsibility to get a refund from LA Tax Collector.I am very frustrated and cannot deal with it anymore. Called them 2-3 times weekly for the past 5 weeks or as soon as I noticed that my mortgage payment was increased.Business Response
Date: 05/23/2025
Hello, we have attached our response for your review.Initial Complaint
Date:05/05/2025
Type: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.
Our Mortgage payment went down so i called to see why. I spoke with a representative on 4/7/2025. She informed me that our escrow account was overfunded and we should have received a check for the overage amount. I told her we hadn't received a check so she reissued the check and said we should receive it soon. It is now 5/5/2025 and we still have not received a check. I called and spoke with another representative (*****) that told me the first representative I spoke with misinformed me and that there was a 60-day waiting period to reissue checks. I filed a complaint in June of 2024 for the same reason. Dovenmuehle owed us money and would not pay it. I got the exact same runaround I'm getting now. This company should NOT be BBB accredited. I need help getting the money they refuse to pay.Business Response
Date: 05/13/2025
Hello, we have attached our response for your review.Customer Answer
Date: 05/16/2025
Complaint: 23289601
I am rejecting this response because this is the second time I've had this problem with Dovenmuehle Mortgage. They refuse to do what they say until I contact the BBB. I do not believe they sent the first check because I did not receive it but I did receive the one they sent after I contacted BBB. EXACT SAME RESULTS I EXPERIENCED THE FIRST TIME I HAD ISSUES WITH THEM.
Sincerely,
***** *****Business Response
Date: 05/22/2025
Hello, we have attached our response for your review.Customer Answer
Date: 05/23/2025
Complaint: 23289601
I am rejecting this response because if Dovenmuehle had sent the check in January like they claim, I would have received it. I DID receive the check they sent after BBB contacted them. They are lying about even sending the first check. I should not have to fight so hard to make them do their job.
Sincerely,
***** *****Initial Complaint
Date:05/05/2025
Type: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 3/20/2025 and 04/25/2025, I called Dovenmuehle, the loan servicer for *****************, to request a recast. On both calls, I talked to a loan specialist and was told I that I order to recast my loan, I would need to pay $10,000 towards the principal and the service fee. However, I was provided a letter stating that I would need to put $20,000 towards the principal. When discussing this with a very **** specialist, she initially stated it was a law in ******** that sets the amount and when I question that and asked what law, she then stated it was ********************* that set the amount. I immediately found out this was not true. It seems the business is trying to discourage my paying down of the mortgage by setting a payment so high that I would not be able to put that amount towards the principal.Business Response
Date: 05/16/2025
Hello, we have attached our response for your review.Customer Answer
Date: 05/16/2025
Complaint: 23287006
I am rejecting this response because:This information is inaccurate. I was specifically provided information about the recast and submitted the letter as advised by the business. I was never told that there was a varying amount. I was specifically told that there was a $10,000 minimum to recast. I am confident this information is part of the recorded call. Please provide the transcripts of the recorded calls from all dates.
Sincerely,
******* ******Business Response
Date: 05/22/2025
Hello, we have attached our response for your review.
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