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Complaint Details
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Initial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I am filing this complaint because I am experiencing changes between **** counselors for no reason. Which means that I am going to be told and given different set of instructions each time in regards to qualifications. I think the process has been unprofessional as I was told by my previous counselor *********************** that I was being resubmitted for an increase in my mortgage amount. Which yesterday 04/06/2924 I saw that I was resubmitted and my income was corrected to reflect my self employment. Today 04/07/24 I see that I now have a new counselor and my mortgage amount is the same due to my self employment income not being added. Im not sure what to expect from naca but the experience I am having with a very discouraging. I am being told one thing then another thing is being done. The communication is not clear and being pushed on to another counselor is obviously an inconvenience and a dis service to me as a member.
Business response
04/15/2024
Its unfortunate to hear the displeasure of Mr. ******** experience.NACA provides the same counseling method for all members. The only difference is the members current situation.
The credit score is not considered. The program is character base lending. We look at on- time payment history over the past 24 months. In addition to on time rental history. The focus of Payment History is to determine if a member has a history of paying bills on time regardless of the amount of debt. A review of the payment history is a key factor in determining if a member is ready for homeownership.
Other lenders set the interest rate based on the borrower, and largely based on credit score. With NACA, all borrowers receive the same exact rate and terms.
During the initial intake session, a member is assigned a Housing Counselor who counsels the member into they become NACA Qualified. The Underwriter reviews the file to determine the monthly mortgage payment if they see the member is ready for Homeownership. Once the member is NACA Qualified the member is then assigned a Mortgage Counselor who then counsels the member till closing. During the process the member must keep the file current to date until close of the NACA loan.
If the member wishes to seek a higher qualification the file will then return to the initial counselor to seek the higher amount based on possibly the member has received an increase at their place of employment. This process is the same process for all members our counselors are clear with the direction from policy standard.
****************** has a current set for 4/15to speak with the assigned counselor for any discrepancies he has in addition to clarification. If ****************** still feels the same, he should seek mgmt. to discuss further. We hope that ****************** remains in the program to seek homeownership.However, if ****************** decides to take a different direction we wish him the best on his *********************.Customer response
04/15/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I completed the necessary webinar and got my NACA member number on Jan 27, 2024. My First meeting with the counselor was scheduled for March 13, during that meeting all paperwork was submitted and I was told that my file was complete but the counselor had to verify a question with the underwriter and we were to reconvene at 1pm that day. The counselor NEVER responded back I called, emailed, called the call center for days and they called and emailed but I never received correspondence back from the counselor. On approximately March 25th I called in to complain again about the counselor not reaching back out to me and I was given another appointment with the counselor for March 28th. On that appointment the question that she was suppose to inquire about from the underwriter she again had to inquire about it, which meant to me that she did not do it initially. She then told me she was going to call me back and again never called. My file has not progressed any further and I have not heard from anyone in regards to my file moving along seeing that everything is complete and turned in. On April 1st, I called in to voice my disapproval of the services that I had been receiving and basically not receiving. I informed the representative that I was not happy about the lack of correspondence from my counselor and was told that was a nationwide problem and it can not be corrected that in itself is a major deterrent. Also, not having my file move along in a timely manner as stated by my counselor is another major deterrent because I advised my counselor of my current living arrangement and my son aging out of the program. Its very discouraging to have a counselor that is not attentive to my case and I am not receiving to services that I paid for so I requested a refund because I am not confident I will receive the services I paid for based on the lack of communication I have been receiving. The representative then deactivated my account which confirms I will not get help.Business response
04/03/2024
We are sorry to hear your experience has not gone well thus far. NACA wishes to provide the best service possible to lead our members to Homeownership.
NACA s program is character-based lending based on the memberscurrent situation. If a member has roadblocks the member must address. NACA will be here for as long as required until the member is ready for homeownership. A member can close within 3-6 months without extenuating circumstances.
Members cannot rush the process based on their current situation & we express this within our workshops. NACAs works according to Underwriting criteria to ensure the member has received the best mortgage option.
*** *********** started the process with the 1st step of the workshop. ************************** appointments has been met & has received counseling. During these sessions. ************************* received an Action Plan which details a list of items to meet NACA Qualification & the timeframe to become Homeownership ready.
************************** last appointment with the counselor was date 3/28/2024 as a follow-up appointment per requested. NA
NACA s understands the members anxiousness to move the process along. We must meet the Underwriting criteria. The file was reviewed at a weekly review meeting for a roadblock exception.
The NACA file was made inactive due to the request of *************************. a file cannot be made inactive without consent from the member. We would like to continue the process with *** *********** while understanding if she decides to move forward. We wish the best on her path to Homeownership.
Mgmt. will be advised to see how we can continue the process if so desired by Ms. *****************Customer response
04/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I was told that the process can be expedited based on my circumstances, that was not something that I came up with. And my inability to contact and receive correspondence from my counselor was not a fault of mine. I was not aware that an action plan was created. No one contacted me to let me know this. That shows that I have insufficient representation within this company. I know that this company is not the company that will sufficiently represent me and do the thing that I have paid them to do within a timely and hassle free manner. Therefore I still request a refund the payment was for a year I have not utilized a full month. Within the time limit I have been using this company it has been unsatisfactory.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******** Nightingale
Business response
04/04/2024
We have offered the extension to move forward with the process. The process is outlined in our Homebuyers workbook that is a ten-step process through the NACA program. Ms. ************ is currently at the Action Plan waiting for Underwriting approval and has received counseling guidance to the path of homeownership. The process is not based on the members current situation. NACA is here to provide comprehensive counseling should ************************** wish to continue the *********************.Customer response
04/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
A refund is the only satisfactory end result.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We went through tis company as a business to see if it was something we could use to help our customers. Signed up-went to zoom meeting- then decided it wasn't what we would be interested in. They are NON-Stop emailing me about upcoming zoom meetings (that you really only need to attend once). I have asked multiple times for them to take me off of their lists. They basically schmooze me saying oh yes we took you off our email list, no problem you should no longer receive emails. Even after a very angry email stating I am not only still receiving but its several times weekly I'm actually getting them, day before, reminder I need to check in, and oh we missed you..... so SEVERAL emails !! I have asked them to stop sending me several times now. I do not know how else to relay my message to them and replies back to me with ****** comments like I'm bothering them when they "took care of it" . They Have not!. If you don't know for sure you want to do all the work to get into this and possibly be denied by the very person who asked you to go thru this company (yes after all your work there is still a huge probability they will go with someone else -because they're cheaper-) and when you want to get away they keep hounding you to attend the meetings- forget it they won't let you go!! -Fed Up business who just wants to stop being harassed.Business response
02/27/2024
We do apologize that you may be receiving alerts from our organization. These alerts are only for reminders of interest if there is a need for our services that are automatically sent. We have a huge database & usually search to shut these alerts off ...we were unable to find any information in the system to assist you. If could be due to an old email address or telephone number. Please contact our national line at ************ to search with any information you have that maybe helpful to help shut down these alerts.Customer response
03/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
I have called and was told my email -the only email I use and that was given to this business yet they still send me multiple message weekly-that my email was removed , months ago yet I am still getting them.. maybe this business needs to dig a bit deeper to see what their problem is and see that my email is still getting consistent reminders. Got another one stating I missed the meeting that I have told them to stop sending me zoom info over and over again as well as reminders
Business response
03/11/2024
Upon search of the information there is no file with your contact information. This only means there is an old address or telephone number. We will be happy to stop the alerts if we can find the file number. Please contact the National line so that we may resolve your concern.Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I attended the Naca homebuyer workshop October/2023. 3 weeks later I met with my mortgage counselor, the initial meeting went great she set me up with an action plan with very little to do. Financially and credit wise she said I was in a great position. Fast forward to her sending my file to the underwriter, it came back with 3 conditions which were just ***. I wrote the letters and submitted them same day. At that time my file was supposed to be resubmitted and I was supposed to get an approval or more conditions. Yet, 3 weeks has gone by and my counselor and her manager have ignored me. Ive emailed everyday and call the office every 2 days. The front desk lady always tells me shes leaving notes for my counselor or that my counselor promises to call or email me, yet she never does. It feels real fraudulent that they can take all your personal information and then just ignore you. I only want answers on my file. I did everything they asked me and submitted all the paperwork/documents/check stubs etc. requested and I cant even get a returned email. *** called the manager and still no one will answer me. They wont even schedule me a follow up appointment. This just feels so unprofessional and really inconsiderate. I feel like a fool for referring the program to others. But Ill be sure to share my experience with everyone I prematurely referred.Business response
02/06/2024
Tell us
NACA would like to take the opportunity to apologize for non-communication from the counselor. A complaint has been forwarded to the National Director to correct these actions.
The members responsibility during the process is to keep the member portal current to date with the required documents until close of the NACA loan if h/she is seeking Homeownership.The member can also schedule appointments within the member portal & may also be placed on the waitlist in case of a cancellation of an appointment.
NACA will be here to meet your homeownership needs if the members are willing to face their roadblocks.We understand if you decide to take a different path & wish you the best.
why here...Customer response
02/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[As a Naca Member who is current with all paid dues I know my responsibility within the program. I have kept my file updated with every check stub and bank statement. It's unfair to me that my file is being lost in the cracks. I called again today and had to insist that the receptionist have my counselor respond to my emails. She tells me that because I have 2 jobs I have to be on both jobs for a year to qualify and that my file is held up at the underwriter and shes waiting on their response. It seems strange that it would take an underwriter 3 weeks to review a file. If Im doing what is asked of me why cant NACA do what they promise in their mission? ]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
02/13/2024
The National mgmt./counselor made contact with the member as stated. The member was given detailed information on what is takes to address the conditions. Per the Underwriter these conditions must be met in order to move forward. The member has an upcoming appt scheduled & hopefully the file can be submitted back to the Underwriter to review. We hope that **************** will move forward to continue the *********************.Initial Complaint
01/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was trying to qualify for a NACA mortgage. During the preliminary process it came to my attention that there is already a NACA mortgage under my social security number. This is impossible as I have never done business with this company before. Any attempts to rectify this has proven moot. Their emergency number does not work. I think that a bank should have a fraud department to deter people from being able to or attempting to use false information to get loans. *** tried to call them but theyBusiness response
02/02/2024
Tell us why
Thank you for reaching out to express your concerns. We do apologize that it went to this level. We can certainly understand your frustration & would like to correct this immediately. There seems to be a mix-up of what may have taken place.
The National Iine is open daily between the business hours of 8:30am-5:30 pm EST. National Representatives are always standing by to take in these calls to address the concerns of our members. Your incoming calls were taken on 1/29/2024 on 3 different times the same day.
A message has been left for your attention and we are looking forward to assisting you.Customer response
02/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Good afternoon,
Thank you for your response. I made several calls but it is not accurate that someone took my call 3 times. I was not made aware of my information in your system until days after finding out. I have valid reasons to be concerned about identity theft due to matters that I have had to deal with legally over several years. I was unable to contact anyone on Saturday or Sunday and had to wait until Monday before I could get in touch with someone. The tech support number received in email does not work. Please see attachment with the phone number provided on the email. Without an emergency support line I needed correspondence from the business to confirm that the system was not making any errors. My life has been upended multiple times by a stalker and I am finally recovering after nearly a decade and a half of a total nightmare. I hope you can understand that any lack of prompt response in a matter of an account that bears my social security number is one that I must be vigilant about.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Alake
Initial Complaint
01/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
NACA is a waste of time in my case! NACA kept leading me in circles and ultimately didn't help. I had so much hope in this program to help me get a house, but in the end they disappointed me and led me on a false promise. NACA has wasted my time, and money. If you are considering using this program, think twice about it. I spent a while searching for houses, with a mix being either in the wrong location, too worn down, or I dont qualify for. After a while I found a house and sent it to my loan officer to look at it and was delighted to hear I qualified for it. I opened escrow and put $30,000 as a good faith payment. It was 21 days after I had opened escrow when NACA told me I wasnt eligible. My financial situation had not changed, and my credit had not dropped. I wouldve lost $30,000 if escrow wasnt set for 27 days. I had already paid for inspection (which was $1000) and appraisal, and those payments went down the drain. This program was supposed to help me, but otherwise left me drained and heartbroken. Crashed my dream.Business response
01/15/2024
Tell us why here...Hello, we have reviewed your file to see the last communication you had with your counselor. Your assigned counselor has been in consistent communication in working toward achieving your *********************.
NACA places emphasize that we are here for our members for as long as required. If the member is willing to address the roadblock presented by the counselor.
You were NACA qualified that has now expired. NACA is still here to assist you in becoming NACA qualified again. If you are willing to continue to the process please contact our national line.
Additionally, your concerns will be sent to the Regional Mgmt. of this region.Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Solicitors from this business keep calling my phone and when I tell them I am not interested they become aggressive and start to argue with me. I would like to report them for harassment.Business response
01/05/2024
Greetings! NACA does not send **** calls...you may have received a NACA alert. However, upon search of the email address & telephone address we were unable to locate a file. Please contact the National line *************) with any information you have to locate the file to have closed out. NACA would like to correct this action immediately!Initial Complaint
11/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been working with Neighborhood Association Corporation of America (NACA) for over two years now. I purchased my house in November 2021 and had a budget set aside for renovations. I have expressed my concerns and frustrations of finding a contractor and when I did find one, they did shady work. Contractors have to be "NACA certified" whatever that means and yet there is no oversite as to the quality of work performed. On 10/24/23 I received a letter from the escrow coordinator stating they are suspending support of my rehab escrow account. Basically, they are taking the money set aside back. I then complained stating that that goes against mission. The coordinator then reached out to me on 10/27/23 stating that she would like to discuss the default option of forced work. I informed her of my non-negotiables and she stated that she will get back to me the following week. It has been a month. I have been calling and leaving messages and I have bene ignored. I need to know where I stand so I can decide if I have to sell or keep the house.Business response
12/20/2023
We do apologize on behalf of NACA this was an overlook. However, ************** has been in communication with the **** Department who is very familiar with ************** current situation. ************** has been in contact with this department based on the work order that needs to be performed. ************** needs to decide on a contractor to work with...if not decision is made soon the lender will close out to the work order. We hope that ************** continues to work diligently with the *************** to finalize this matter. This is a very important decision as NACA wants very much in assisting ***************Customer response
12/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[ must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
12/20/23
The hand department has terrible customer service and takes forever to get back to members on anything. I do not accept the answer because I have done my part and ******************** stated to me in October that she is going to reach out to the lender and get back to me within a week regarding the request I made about my Scope of Work. It is now December and ******************** is trying to switch it around and place the responsibility on me. I have worked diligently to make sure things are done in a timely manner and all they have done is give me the runaround. My basement flooded again with the recent rainfall on 12/18/23 and I have informed them on several occasions. My request to the lender to address the drywall and insulation, all the plumbing and water intrusion has not been addressed. I have made myself very clear on multiple occasions and Im dont going back and forth about the same thing. I feel as though I have no choice but to proceed with legal action.
Another thing that NACA is terrible at is anything to do with contractors. My former contractor did a terrible job and caused an issue with my neighbor and NACA still paid them after I told me what occurred. THEY DO NOT CARE ABOUT THE MEMBERS. All they care about is making themselves look good about all the things they have done for their members. They do not have to fix the issue, they just want to place blame on the members.
Business response
12/22/2023
We do apologize that you are unhappy with the response. The **** Department has specific instructions provided per the policy of the department & the instructions of the lender. Contractors has made several attempts to the property & have been unsuccessful to complete the work. If a contractor is soon not identified & assisted by ****. The lender will close the Rehab Escrow account. Please work with the **** Department so we can finalize this scope of work!Initial Complaint
09/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have submitted my forms, money, bank and credit card information to NACA. I am being told that since ** married, my husband will need to submit his financials as well. *** tried explaining to 2 different people associated with NACA that my husband is not living with me, nor will he be living with me if and when I buy my own home. No one working for NACA is helping me with my situation. Ive paid money, membership fees, etc. and Im told oh well. I am requesting my money back since this program hinders people, not helps people.Business response
09/18/2023
************** graduated from the homebuyers workshop on 7/23 and,based on the calendar, received a scheduled appointment on 8/30. ************** received an Action Plan at the time of the appointment.
An Action Plan is given to every member at the end of a counseling session detailing the steps Members must take to become NACA Qualified or Credit Access approved and the corresponding timeframe.
Based on the Action Item of the concern of **************. NACA policy states >
If a member is still legally married, NACA must 1st verify spouse does not own a property.
Even if the Member claims that they are separated, we must have legal separation papers or the Divorce Decree.
For married Members, the spouses income must be recorded into the household income unless the Member is legally divorced or separated.
************** has conducted one session with a counselor who has provided the same policy requirements. We will also have regional mgmt. to reach out to ************** for any further questions she may have.
We hope that ************** will continue to focus on obtaining the *********************. While obtaining Americas Best in Americas Mortgage.Customer response
09/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Naca prides itself on helping individuals and families through the hardships minorities face during the home buying process. I joined the Naca program 06/24/23 very excited and eager to learn the steps on what it takes to be ready for home ownership. I am extremely disappointed with the lack of care and attention I received from NACA. My intake counselor ********************* has not provided me with any guidance or support on what I need to do to be qualified to purchase a home. I have reached out multiple times and even asked on many occasions for Naca to provide me with a new counselor. I have been treated as just a number in this program that paid for a service that I am not getting. I spoke with *************************, she offered no assistance. I spoke with the complaints department over a month ago and still no follow up. I am at a loss on what steps to take next. I paid for a service that I have not yet recieved. I reached out to mulitple parties within the organization and still no help at all.Business response
09/13/2023
NACA has received your concern while also review of your file. NACA is here for anyone who is looking to obtain an affordable monthly mortgage payment. However, to do so we meet the requirements of Underwriting to submit for possible NACA Qualification. **************** complete his 4-hour course on 6/24/2023 and was able to obtain an appointment on 6/28/2023 based on his region calendar. Based on the situation the member timeframe to purchase the property does not meet the NACA timeframe. **************** has to wait 6-7 months & at that time could possibly qualify for the property, Documents has been requested from **************** who should have uploaded to the member portal. The counselor reached regional mgmt. to see if we could possibly qualify sooner than the 6-7 months. We do apologize no one has made contact since then & have reached out to the regional manager who is already on the case.Customer response
09/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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