Complaints

This profile includes complaints for Sunwest Escrow, LC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunwest Escrow, LC

  10600 Menaul Blvd NE Albuquerque, NM 87112-2412

  
• 

  Sunwest Escrow, LC

  PO Box 36371 Albuquerque, NM 87176-6371

  

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:11/15/2024

  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.

  Hello, I'm submitting this complaint ref to sunwest Escrow lc not posting my mortgage payment and refusing to return my mortgage payment. The escrow company has had my money of $1000 dollar s and spoke to employees at the escrow company to rectify the matter but they refuse to help. They have had the amount for two weeks. I'm reporting them to the attorney general as well. Please help with this matter.

  Business Response

  Date: 11/15/2024

  A direct deposit ACH was made for $1,000.00 directly into our trust bank account.  When the ACH was received by our bank, there was no account number regarding this deposit, therefore we were not able to post the payment to an account. Any funds that are directly made into our bank account need to be in the form of a wire and not a direct deposit for this reason.  On a wire more information such as our account number can be given, with an ACH we do not receive this information.  We did contact our bank to see if perhaps they had more information, they did not, they were only able to tell us that the direct deposit was generated by the ********** ** *******. Being that there was no further information available to us to be able to post this payment to the correct account, we instructed our bank to return the funds to the sender. We have verified that our bank has in fact returned the funds already to the sender. We did attempt to convey this information to the client.  In the future, to avoid this situation, we must have a Wire sent to our bank account and not a direct deposit.  The Wire information must have our clients name and account number so we are able to post the payment correctly.

• Initial Complaint

  Date:04/09/2024

  Type:Billing 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 have a real estate contract started paying in January of 2023 they are saying that I owe for December of 2022 which I paid to the mortgage company also gave them a copy of the receipt that I paid it so they can updated there payment they still have not still saying that I am a month behind sending payment back to me making me late also getting late charge of 118 dollars every time

  Business Response

  Date: 04/10/2024

  Per the terms of the contract between ******* ********, as
  the buyer, and the seller, the payments are due by the end of the previous
  month.  The Seller that holds the
  contract has the due date as the 25th of the month. When payments
  are made on the 25th of the month, that pays for the following month
  with the mortgage company so payments are not late to them.  If payments are not received, the seller, at
  their option, may have an attorney send a demand letter any time after the payments
  are due.  Sunwest does not charge a late
  charge, the late fees are charged per the terms of the contract and sent to the
  seller. Demand notices when payments are late are initiated by the Seller, not
  Sunwest.  The first payment due to
  Sunwest was December 25, 2022 which would pay the mortgage payment for January
  1, 2023. All payments have been accounted for and applied accordingly.   We have suggested several times that if Mr.
  ******** feels the due date and late fees are in error, to reach out to the
  Seller and amend the terms.  As of this
  date that has not been done.  The account
  is currently due for the March 25th payment.  Copies of the agreement and the history are
  attached.  We also do offer a mediation
  service for disputes that cannot be resolved. 

  Customer Answer

  Date: 04/10/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is for December payment for 2022 paid to lake view  mortgage did not start paying sunwest escrow till January of 2023 which would be January payment for house payment not December 2023 which is saying I am one month behind which I am not I am do at the mortgage company for April 2024 which they sent payment back to me getting me a late charge as I got one for October of 2023 for 118 each
  
  
  
  
  
  Regards,
  
  
  
  ******* ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/11/2024

  We have done several audits and following the terms of your contract the due date we are showing is correct.  Since you feel there is still an error, you will need to reach out to your seller and the two of you will need to instruct us as to what the due date should be.  Upon receipt of written instructions from you and the Seller we will adjust our records. We also offer the mediation service as well that you are more the welcome to use to settle the dispute or contact your seller.

• Initial Complaint

  Date:07/06/2023

  Type:Billing 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.

  Sunwest Escrow Payment ****** *************** ** Amount $409.20
  
  My name is **** ******* and I do not own a home, nor have I ever talked to this escrow company. The attached transaction is 100% fraudulent and DOES NOT BELONG TO ME. The ***** ***** account debited is my bank account in my name (**** *******), and this transaction should be refunded immediately.

  Business Response

  Date: 07/07/2023

  We received a phone call from a Sunwest Escrow client to make a payment over the phone and they gave us the incorrect bank account number. Since we record all of our phone calls we were able to listen to the call. We repeated the account number to our client and the client verified it was the correct number, since we are not a bank, we had no way of knowing that the account number we were given directly from our client was incorrect so we ran the payment through our payment processor based on that phone call.  As soon as we received your phone call and researched the situation, we contacted our client and also our payment processing company, we have already initiated a refund through them. We do not store any bank accounts in our system and we did make our client aware of this situation.

  Customer Answer

  Date: 07/10/2023

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

  I work in financial services and there are many simple ways you can verify account holder information. 

  Accepting account numbers over the phone is really opening you up to fraud liabilities. Might be worth revisiting your verification processes.

  Please email me with confirmation that this payment and all future payments are cancelled. 

  
  
  Regards,
  
  
  
  **** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/27/2023

  Type:Product 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 am the seller of a house, and the buyer and I have had so many issues with Sunwest Escrow. On March 2nd, the buyer sent a check to be sent to me personally for a payment that I made because the escrow company screwed up again. On March 24th, **** ***** said that they sent the check. It did not show. On April 14th, **** said they sent another check. It did not show, and would not reissue the check for a couple of weeks. She wanted me to fill out a direct deposit form she said that she emailed me. I did not get the email. Not to mention, I do not trust them to give them my banking information.
  
  The buyer also paid $3,600 for three months of payments on March 23rd that were to be sent to the mortgage company. When the check did not show up at the mortgage company, the mortgage company called me to collect on the account. On April 11th, **** ***** said that they mailed the $3600 to me and not the mortgage company. That check did not show either.
  
  I do not believe that Sunwest sent a single one of those checks. In addition, I have received mail and emails from the company. Either incompetence is occurring or fraud is happening. After several days of trying to get this taken care of, calling and complaining, Sunwest hand-delivered the late payments to the mortgage company.
  
  The buyer and I are exhausted from trying to get this matter fixed. Something is wrong with this company, Please help us resolve this issue, retrieve the $1016 dollars that are owed to me. We certainly do not want others to go through these issues.

  Business Response

  Date: 05/05/2023

  *** ****** came into our office on April 28th and we reissued a check to her at that time. 

  Customer Answer

  Date: 05/08/2023

  [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

  Date:10/08/2022

  Type:Customer Service 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.

  The seller changed my payments from the title company to sun west without my consent or signature. How did this happen?

  Business Response

  Date: 10/13/2022

  I am not able to find an account number under your name.  Please supply your account with us so we can research your question.  In the meantime, have you spoke with the title company regarding this issue?