ComplaintsforTruHome Solutions, LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out to file a formal complaint against TruHome Solutions Mortgage Services due to significant issues related to my mortgage escrow account and home insurance coverage. For the entirety of 2023, I was unwittingly paying for two homeowner insurance policies - one with ******* Insurance and another with **** **** Insurance - due to a critical oversight and lack of communication on the part of TruHome Solutions. This oversight came to my attention only after reviewing my financial statements, at which point I realized the duplication in insurance coverage. The direct consequence of this was a significant financial burden, as I was not only paying premiums for two policies but also faced an escrow shortage, resulting in an increase of approximately $350 to my monthly mortgage payment. This situation has placed an undue financial strain on my household, elevating my monthly expenses unnecessarily. Therefore, I am appealing to the BBB for assistance in resolving this matter with TruHome Solutions. My desired resolution is: A full reimbursement for the unnecessary insurance premiums paid due to the overlap in coverage. An adjustment to my escrow account to correct the imbalance caused by the duplicate insurance payments and to revert my monthly mortgage payments to their appropriate amount. A formal apology from TruHome Solutions for the oversight and the financial stress it has caused. I have attached documentation supporting my claims, including payment records and correspondence with both TruHome Solutions and the insurance companies. I am prepared to provide any additional information needed to facilitate a resolution to this matter. I appreciate your attention to this complaint and look forward to a satisfactory resolution. Sincerely, ************ * ****************** * ****************** ******* ********* ****** ** ************** ******* ********* ******** **********

  

  Business response

  03/14/2024

  TruHome Solutions, LLC is researching the complaint detail and will provide a response as soon as possible. Can an extension to the 10 calendar timeframe be allocated for this review and response? Thank you for your consideration.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear ***** *******
  I hope this message finds you well. Thank you for your detailed response and for reviewing the situation surrounding my homeowner's insurance policies. I appreciate the efforts made by TruHome to address the concerns outlined in my complaint.
  However, I must express that I have not received any communication from PenAir Credit Union or any TruHome specialists regarding the need to cancel my existing policy with ******* ********e following the switch to Sage Sure Insurance. This lack of direct communication has been a crucial element in the misunderstanding and the resultant financial and administrative complications.
  As TruHome submitted the payment for the renewal invoice from ******* ********e in January 2023 and was made aware of the change in insurance providers in March 2023, I was under the impression that all necessary adjustments and communications would be handled as part of the escrow management service. Unfortunately, without direct notification or guidance on the need to cancel the ******* ********e policy and pursue a refund, I was unaware of the steps required to prevent the overlap and subsequent escrow shortage.
  In light of this, while I understand TruHome's position regarding the cancellation of homeowner's insurance policies, I am seeking your further assistance in facilitating a resolution. Given the circumstances, a direct intervention or guidance from TruHome at the time of the insurance provider change could have averted this situation. Therefore, I kindly request that TruHome consider the following actions to aid in rectifying this matter:
  Assistance in Communication: If possible, I would appreciate TruHome's support in communicating with ******* ********e regarding the situation, to clarify the misunderstanding and to emphasize the lack of direct communication about the need for policy cancellation.
  Escrow Account Review: Upon securing a refund from ******* ********e and depositing it back into the escrow account, I request TruHome to conduct a thorough review of my escrow account to ensure that any imbalances are corrected, and my monthly payment is adjusted accordingly.
  I am committed to taking the necessary steps from my end, including contacting ******* ********e to request a refund for the overlapping coverage period. However, any additional support or guidance from TruHome in this process would be greatly appreciated and would significantly contribute to a swift and satisfactory resolution of this issue.
  Thank you for your attention to this matter and for considering my request for further assistance. I look forward to your response and am hopeful for a positive outcome that rectifies the current situation.
  

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

  

  Business response

  04/01/2024

  Please see the attached letter dated and mailed to the consumer on 4/1/2024. TruHome Solutions, LLC has reviewed the rejection letter and content therein and identified no accounting or procedural errors. As stated in the letter, TruHome will be happy to supply any documentation that is requested  in order to assist the consumer. Additionally, TruHome will happily perform a new escrow analysis once the refund is received.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was banking with ******** ****** ***** when ******** purchased the credit union. ******** then moved our mortage account to TruHome Solutions. Since the merger in July 2022, we have had a non-stop issues with our auto payment for TruHome. The paperwork for the transfer was done incorrectly. Our checking account number was entered incorrectly. We have been going back and forth with TruHome on this. I had refilled out paperwork, account number still entered incorrectly on TruHome side. I was then advised to do it online. I have entered the correct checking account number 2 different times now. I am unable to change or fix the direct deposit number that is tied to the auto pay. I can manually set up payment, but the auto pay is still not working. I keep getting late notices due to each month i think the issue is fixed. I have told them that the issue is on their end and to fix it. As of 7 month, this January, I have gotten pretty rude with them. But after 7 months of dealing with this issue and my credit score taking a huge hit due to late payments, i believe getting rude is just. I just want this fixed and my credit score hits fixed!!!

  

  Business response

  03/02/2023

  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated February 6, 2023, concerning a complaint received by your office from *** ********* *******.  We have attached the formal response to *** ********
  In review of the complainant’s account, we have determined that the bank account number used to pull funds for the 8/16/2022 payment due was incorrect. TruHome removed the bank account number from the payment system and the Automated Clearing House (ACH) Authorization was cancelled. Since this payment, the complainant has been manually submitting payments for the loan via mobile payments using an incorrect account number that they are entering. TruHome is not able to correct the bank account information from mobile submitted payments, only borrowers can alter this information in their user portal. It has been communicated to the complainant that a new ACH Authorization request with a valid bank account number must be submitted in order to reinstate the ACH autopay feature. The corresponding insufficient fund notices from the payments submitted by the complainant from the incorrect account number are unable to be corrected by TruHome. It is the policy of TruHome to accurately report payment detail as required by federal regulation. Accordingly, we decline to modify payment records that have been accurately reported to the credit reporting bureaus.
  We believe all of the grievances raised in *** ********* complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  Sincerely,

  ***** ******
  Director, Compliance

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Loan *****. On Nov 17th, 2022 a payment of $600 was made for my Dec 1st payment due date and $390 amount due. Additional principal payments were made of $5,000 on Nov 28th, $3,000 on Dec 9th, and $730 on Dec 16th. I noticed each time I went to make a payment that each payment was showing unapplied which resulted in a half dozen calls from late Nov to Jan. This resulted in them attempting to make payment adjustments on Nov 30th and Dec 7th for only the initial $600 payment but still unsuccessfully. Another call to the institute was made Jan 4th to notify them the almost $10K was still not applied, my Dec 1st payment was showing still due along with a Jan 1st payment due. The webpage also would not allow me to submit a payment for the Jan. 1st payment stating a system error and to call customer service. I was told of a glitch in the system which they fixed and allowed me to make my Jan. 1st payment of $300 while I was on the phone. I was told at that time they were in process of applying all the payments. On Jan. 4th-5th every payment from Nov. 17th-Jan. 4th was reversed on their end. Jan. 6th all principal payments were reinitiated and applied. This does not include my Dec. 1st and Jan. 1st due date payments made. A call a few days later was made as I was told it would take a few days to appropriately apply the Dec 1st and Jan 1st due date payments. As of today, Jan. 20th my payments dating back to Nov. 17th for Dec. 1st and Jan. 1st due dates have yet to be applied. No response from them since my last call. My account shows 50 days past due with a debt collection notification every time I log in. I'm prohibited again from making a payment on their portal due to my Dec. 1st and Jan. 1st payment due dates being unapplied on their end. The last loan statement they can supply is from October. I would bet my next payment they didn't stop my daily interest accrual until this is resolved. How long before I get a hit on my credit? Incompetent or don't care?

  

  Business response

  02/09/2023

  In review of the complainant’s account, we have determined that a system issue was generated after two payments were made for one payment due on November 17, 2022. This issue created a past due fee of $9.49 that carried over until January 23, 2023, and caused issues for the complainant in being able to access the online payment portal. TruHome staff were able to clear the issue and remove the $9.49 fee. Additionally, TruHome waived the interest while there was a system issue as a courtesy. As of February 1, 2023, the complainants loan account is accurate and current. TruHome submitted credit corrections to the credit bureaus to fix the negative inquiries on the complainant’s account.
  We believe all of the grievances raised in *** ******* complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  Sincerely,
  ***** ******
  Director, Compliance

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have $3370.59 in unapplied funds that the company is refusing to apply to my principal balance. Every time I call and speak with a representative, I get a different story as to why the funds haven't been applied, i.e., we are short staffed, the original person who told you the funds would be applied shouldn't have told you that, etc.

  

  Business response

  11/12/2022

  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated October 28, 2022, concerning a complaint received by your office from Ms. ****** ****.  We have attached the formal response to Ms. ****. 
  
  In review of the complainant’s account, we have determined this was resolved by a TruHome specialist on October 14, 2022. 
  
  The issue first started on October 5, 2022, when Ms. ****’s payments were returned because they were processed using an old account number through the website.  Ms. **** called on October 6, 2022, to inquire about the returned payments and a TruHome specialist re-processed the payments that had previously been returned.  On October 10, 2022, Ms. **** called to inquire about the unapplied balance.  A TruHome specialist explained to Ms. **** that the request was in process and the correction would take multiple days to resolve due to the complexity of the return.  Additionally, she explained her intention was to pay the loan in full and she would be able to apply the funds in suspense, but Ms. **** preferred to have the corrections made before obtaining a payoff statement. 
  
  On October 14, 2022, Ms. **** spoke to a TruHome specialist who explained the reversals would take a couple more days to complete and TruHome would post the payoff effective October 14, 2022, so she would not be financially impacted by the delay.  On October 17, 2022, the account correction was completed on Ms. ****’s account.  Ms. **** paid her mortgage in full on October 20, 2022.
  
  We believe all of the grievances raised in Ms. ****’s complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  
  
  Sincerely,
  
  
  
  ***** ******
  Director, Compliance

  Customer response

  11/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ****

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January this year my insurance went up on my house. I informed Truhome (mortgage servicer) that I would be seeking a new insurance company and paid the current difference on my escrow. In March I secured a lower home insurance which I paid in full out of my personal bank account. I contacted Truhome to let them know my new insurance provider and obtained an email address to send the new policy. I informed the customer service rep that I paid the entire insurance amount and the only thing I needed from them was to file the new policy. The customer service rep refunded the overage difference and generated a new escrow analysis. The information sent from my insurance policy clearly states THIS IS NOT A BILL. I verified that Truhome also received the statement "THIS IS NOT A BILL". After speaking with Truhome, they went ahead and cut the insurance company a check anyway for my insurance and then my insurance company sent me a refund and now I had to call Truhome to have the money put back into my escrow otherwise my payment was going to go up about $113 for the month of June. I have asked to speak with a manager regarding this without any call back. This is a recurring issue with this mortgage servicer where either they don't pay my insurance, overpay my insurance or pay my insurance twice which is what happened in this case. I want reassurance that I'm not being charged hidden fees. I want reassurance that what they are doing is legal. I want reassurance that I am in no way being penalized for their errors. I want to know why this problem happened. I want to know what else I can do in the future to prevent this from happening. I called them, sent them the policy, spoke to a person letting them know it was paid, then called back to get a new escrow analysis, so I know they had the insurance at one point showing it was paid then they turned around and paid it. I'm at a complete loss as to what else I could do.

  

  Business response

  06/02/2022

  Dear ******** *****,
  
  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated May 19, 2022, concerning a complaint received by your office from Ms. ******* *** *******.  We have attached the formal response to Ms. *******. 
  
  In review of the complainant’s account, we have determined that there was confusion whether or not the insurance policy was paid by Ms. ******* when she changed policies or if it was to be paid out of escrow by TruHome. 
  
  After receiving the complaint, a TruHome specialist reached out directly to Ms. ******* to discuss the situation and share their email address for direct access if something in the future is not correct or if anything additional needs clarified.
  
  We believe all of the grievances raised in Ms. *******’s complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  
  Sincerely,
  
  
  
  ***** ******
  Director, Compliance

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We thought originally we were getting a mortgage with **** and that it would make it easier. NOPE : my husband accidentally paid the mortgage on top of their autopay and the Bank and truhome refused ro just cancel it. Rather they are making us WAIT for them to supposedly issue us a check for close to 1500$ that we need for bills DESPITE having called immediately to resolve the issue. Its **- do not recommend this company.

  

  Business response

  05/12/2022

  Dear ******** *****,
  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated April 29, 2022, concerning a complaint received by your office from a Ms.  ********.  We have attached the formal response to Ms. ********. 
  
  In review of the complainant’s account, we have determined that at the time the payment was requested to be cancelled and refunded, the payment had not been posted.  Therefore, we were unable to be cancel or refund the payment. It was explained to the member that the account will be monitored and a refund will be made as soon as it was processed, and the member expressed satisfaction with this solution. The member also inquired on how to cancel the automatic payment feature on their account to prevent this situation from occurring in the future. The representative explained the options for completing this, and the member expressed their satisfaction with the solution.  
  
  Additionally, a TruHome specialist confirmed the refund check of the requested mortgage payment which was sent to the property address of the complainant on May 6, 2022.
  
  
  We believe all of the grievances raised in Ms. ********’s complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  
  
  Sincerely,
  
  
  ***** ******
  Director, Compliance

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TruHome Solutions services my mortgage from *** ***** ****** ****** Last month they added $200 to my mortgage payment for homeowner's insurance. I have and always have had my own homeowner's insurance. I and my insurance company have emailed them the proof that I have homeowner's insurance, several times times. I have been told on the phone and by email that they would remove this forced and unnecessary insurance. Last month, so my payment would not be late, I went ahead and paid my mortgage plus the $200. This month, my mortgage payment is due and it still has the $200 escrow fee on my account. I want the extra $200 I paid last month applied to this month's mortgage payment due and I want the $200 escrow fee removed from this month's payment due and from all payments due in the future. I will attach/upload the email I received, saying that the lender placed insurance policy will be removed and a copy of my homeowner's insurance that I have had and will continue to have.

  

  Business response

  04/29/2022

  Dear ******** ******
  
  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated April 15, 2022, concerning a complaint received by your office from **** ****** ****  We have attached the formal response to the complainant. 
  
  Upon receipt of the correspondence, a TruHome specialist reviewed this account.  In the review, it was confirmed that the complainant’s homeowner’s insurance policy was set to expire on April 16, 2021.  TruHome reached out to them on April 14, 2021 and requested evidence that the policy was renewed or going to be renewed.  On April 20, 2021, TruHome had not received evidence of the renewed policy, therefore, lender placed insurance was added to their account.  On April 18, 2022, TruHome received evidence from **** ****** *** that the insurance policy was previously renewed; at this time, the lender placed insurance was cancelled. 
  
  Additionally, the escrow payment has been adjusted back down to $0.00 and the escrow balance of $200.53 will be applied to suspense, as requested by the complainant. 
  
  We believe all of the grievances raised in **** ****** ****s complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.
  
  
  Sincerely,
  
  
  ***** ******
  Director, Compliance

• Initial Complaint

  03/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On my annual escrow account statement, it showed that my new monthly payment starting 3/1/22 there was a shortage of $258.40 difference. I ended up calling Tru home solutions and talked to a woman in regards to my escrow payment. I had asked if I could keep my monthly payment the same by paying the additional escrow amount. She said that I could do that. I didn't write her name down because it was a simple question. So I wrote one check for my house payment which totaled out to $1,245.29 to pay for Principal, Interest, and Escrow. Due date 3/1/22. Check#**** written on 2/23/22. Check processed by Tru Home 3/2/22.The other check for shortage of $258.40. Check #**** written on 2/23/22. Check processed by Tru Home 2/28/22. Mid March had passed by and haven't received my new statement for payment due date of 4/1/22. Called them on Friday March 18 at 12:10 PM. I had called to find out where my monthly statement is at. First thing, I'm being directed to collections department. Spoke to *****. She said that they didn't receive my house payment. I told her I had sent two checks. She went ahead and checked and had confirmed there was a computer error. Everything went into the Escrow account, not towards house payment. She said late fee has been cancelled. I also told her I never received my statement in the mail. She said a new correct bill would be sent out. It is now March 24 and still did not get my new statement. On march 24th, talked to ******* at 9:36 am to find out where my new statement is at because my payment due date is 4/1/22. She said I should be getting it soon, not to worry cause I got a grace period of 15 days after 4/1/22. Got new statement in mail today on 3/26/22. Statement is wrong. Charging me a late fee. Didn't fix the Escrow which shows $1,503.69 and they didn't put correctly in principal, interest, and escrow. They put $1,245.29 and $258.40 together all in the Escrow. Bill amount due should say $1,245.29 for payment due date 4/1/22. Not $2,534.01.

  

  Business response

  04/12/2022

  Dear ******** *****,

  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence dated March 27, 2022, concerning a complaint received by your office from Mr. ***** ********.  We have attached the formal response to Mr. ********. 
  
  In review of the complainant’s account, we have determined that there was confusion on what Mr. ********** intentions were with the two payments mailed to TruHome.  TruHome immediately applied the payments to the complainant’s original intent.  The complainant confirmed on March 28, 2022, that the payments were applied correctly, there was no late fee assessed, and there was no negative impact on the complainant’s credit report. 
  
  We believe all of the grievances raised in Mr. ********** complaint have been addressed properly at this time.  Please do not hesitate to contact us should you have any remaining questions or concerns.

  
  Sincerely,
  

  
  ***** ******
  Director, Compliance

  Customer response

  04/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********

*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. ↩