ComplaintsforGershman Mortgage

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The loan officer ***** called me at home at ,930 at night and again at 10 pm to yell at me and to get my stuff together faster and to hurry up and put money in my checking account.i cried for three days no one has ever talked to me that way.then kept increasing how much money I needed in the bank and kept increasing the closing cost .

  

  Business response

  03/18/2024

  Dear ****** *******,
  
  Gershman Mortgage has received your complaint from the Better Business Bureau (BBB).  Thank you for taking the time to communicate this information to us.  Our customer-centric approach is one of our founding principles and with that in mind, we hope the information presented to you below satisfies your complaint.
  
  Your concerns were promptly communicated to your loan officer. After speaking with the loan officer about your concerns, Gershman Mortgage does not believe he acted inappropriately in this instance. In the spirit of our founding principles, however, Gershman Mortgage will agree to your request of no further contact. Per agreement, your real estate agent will now handle all communication between Gershman Mortgage and yourself with respect to your loan application.
  
  We appreciate your continued relationship and believe the remainder of the loan process will meet your expectations.  Please know that we have thus far provided you with our best expertise and look forward to closing your loan.
  
  Should you wish to contact someone directly with Gershman Mortgage regarding your loan file, please see additional contacts below:
  
  **** *****, *** ****** ******************* * ***** ********
  *** ******, ** *********** ******************** * ***** ********
  
  **** and *** are more than willing to help you with your loan financing needs and questions.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did not give Mr ******* permission to run my card the second time only discussed with him my worries on running my credit card. I told him I didn't want it ran.

  

  Business response

  10/15/2021

  Dear Mr. **** *******,
  
  We have received your rebuttal response dated September 3, 2021 that was filed with the BBB serving Greater Iowa, Quad Cities, and Siouxland region.  We have only recently received your rebuttal response on October 11, 2021 due to the BBB of Greater Iowa, Quad Cities, and Siouxland region transferring your complaint over to the BBB of Eastern & Southwest Missouri & Southern Illinois region due to our corporate office location being in Chesterfield, MO.  Therefore, we apologize for the delay in response due to the transfer between BBB regions.
  
  As noted in our prior response, your loan officer, Mr. ***** *******, reached out to you via telephone on July 6, 2021 to revisit your pre-approval as you had been working full-time hours now.  After that conversation took place, Mr. ******* had reran your joint credit with your wife, Mrs. ******** *******, on that same date since the request for a pre-approval requires a credit report pull and your previous joint credit report from February 8, 2021 had since expired (our credit reports expire after 120 days).  Mr. ******* then sent you and your wife, ********, a follow-up email on that same day, July 6, 2021, requesting additional documentation for the pre-approval process:  2 years of W2s, 30 days of recent paystubs and 60 days of recent bank statements.
  
  During the remaining month of July through early August, you were working with Mr. ******* in regards to verification of income and employment of which you had provided to him.  
  
  On August 6, 2021, Mr. ******* received communication from you checking to see if the preapproval process was complete.  Mr. ******* indicated that he may get you a preapproved loan amount but it was a preapproved loan amount lower than what you were originally seeking.  You had indicated to Mr. ******* that nothing has changed since the last credit report was ran and what may the reason be for the undesired preapproval amount.  Mr. ******* indicated that it was due to employment change and qualifying income.
  
  The pre-approval process includes a substantiate history for credit, income, debts and assets so that a creditor can make an informed decision of the amount of home a consumer can afford.  We have researched your credit scores from February 8, 2021 and from July 6, 2021 and can assure you that the re-pulled credit report from July 6, 2021 did not hinder or alter the pre-approved loan amount that was discussed to you by Mr. ******* on August 6, 2021.
  
  We are committed to serving your needs and strive to put our customers first.  Please be sure to know that we have provided our best expertise on your loan file and look forward to continuing our working relationship should you be still inclined in working with us.
  Gershman Mortgage
  ************
  ***** ******** ***** ***** ***** *** ************* ** *****
  Customer Service Toll Free:  ************

*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. ↩