ComplaintsforBetter.com

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to proceed with a HELOC Loan with this company. Everything initially was going smoothly, and I provided everything in a very timely manner. We got close to the final point and then was informed they were working out an error on the appraisal though should be fine. However, we then received communication 3/11/24 that the loan was getting denied due to our property construction type being "log". We responded back reviewing it was not Log and was Frame. They requested documentation so I first provided confirmation of this from the County Assessor. They declined that stating that the indication of frame was just related to a differentiate between frame building and mobile home. I then reached out to the county to request the official building permits of the property, these did indicate the structure was wood-frame, though again they declined the Legal documentation stating it was only listed as such for tax purposes (which if what they said were true that would be illegal and most definitely would have been caught by then). At this point I attempted to reach out to the manager *************************** to seek further assistance via email as when I requested the rep could not connect me via phone. I sent an email 3/13, 3/14, and now 3/15 with no response or communication. In addition, I contacted the appraiser who completed our appraisal that Better based the whole "log" theory on, and he stated he actually made an error and would be 100% be willing to correct. However, to this point, I still have not received any communication from my loan officer, or manager. As we did quite a bit of work we do not want to have to repeat this with another lender and take another hit on our credit. We just want to proceed with the loan as we should have been able to if the errored information did not prevent us from doing so. I have also attempted to contact Better Mortgage to speak with another manager and was denied, and informed a "note" would go over to ****** the other manager.

  Customer response

  03/21/2024

  Better Business Bureau:
  
  The business has worked with me directly, and provided a resolution to refund my appraisal fee. I am satisfied with the resolution.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was working with ********** by Better Mortgage on a home loan. After everything was going smoothly through the loan process , as closing time arrived again I was reassurance that the application was good to go and I will be clearing to close soon. The day that I was supposed to clear to close , the loan officer informed that they had a made a error on their end and we would have to postpone the closing to the next week, to which I was okay with.The next day I received an email from the loan officer asking if I would able to add an co-borrower ,this is was after that fact that the application was ready to close. After adding my father as a co-borrower and messing his credit score. They informed me due to his DTI , I wouldn't be able to use him as a co-borrower but they suggested if i could get the seller to agree to a price less then we had originally agreed, to which the seller agreed. After informing them the seller agreed to a price that I would be able to qualify , they informed me to apply for another loan but with the new sale price that I would qualify for. After filling out another application and another credit score hit. They said everything looked good and I will be clear to close. Shortly after I was Clear to close and I was able to signed Closing disclosure to which they sent me Shortly after clearing me , their bank attorney's had reached out to my attorney to discuss the closing and closing cost. The day before the closing I reached out to my attorney and they informed that they didn't receive the closing cost yet. So I ended up reaching out to loan officer and he responded "I just followed up with underwriting on your file and it seems the team has recognized some extreme errors from the original file and the new application that were overlooked originally. According to FNMA guidelines, we cannot accept rental income in any form if the applicable borrower does not currently have a primary residence or does not have a rental/ mortgage obligation.

  

  Business response

  12/01/2023

  Ally Bank's Executive Customer Relations Team is in receipt of the correspondence dated November 27, 2023, regarding home financing, and welcomes the opportunity to respond to the stated concerns. Please be assured that we are working to resolve this matter as quickly as possible.
  
  We will coordinate with our partners at Better Mortgage and conduct an investigation into this matter, after which a detailed response will be communicated directly to the customer by way of email. Due to privacy concerns, we are unable to provide you with any additional details in this matter. 
  
  We thank you for taking the time and effort to bring this issue to our attention. For any further assistance, please contact ****'s Executive Customer Relations at ********************************************************************.
  
  

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Due to privacy concerns,  their refusing to answer an questions regarding the case? That's a terrible response. They wasted not only time but also money spent trying to get the loan ready for closing. Why send the closing disclosures and clear to close , only to change your mind the day of closing? Copy of disclosure included 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  12/19/2023

  Hi ******,
  
  We apologize for any confusion caused by our previous message. This BBB portal is used primarily to respond to concerns regarding Better Mortgage loan applications. Because your loan application was an ********* mortgage application, your concerns were escalated to the ********* Executive Customer Relations team. They are completing a thorough review of your loan file and will provide a response via email to your concerns. We reached out to the Executive Customer Relations this morning regarding the review of your file and they advised you should receive a response in the next 3-5 business days. Please feel free to reach out to them directly at ******************************************* if you have any additional questions.
  
  Thank you, 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for a mortgage with Better (Loan #**********). I paid for the appraisal and the appraisal was completed on Dec 14th 2022. Appraisal report is not delivered yet and i couldn't talk to someone to understand what the real problem is and get my appraisal report. My inspection is scheduled in two days and i need to understand the appraisal report prior to the inspection. My loan co-ordinator says he will find out details from Evaluations team and reach out to me but nothing happened. My loan consultant does not even care to reply to my emails. Resolution expected: Deliver appraisal report asap. I need the report as i have waited so long for it and don't want my money back as i cannot do another appraisal given timelines in my purchase agreement.

  Customer response

  12/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************** *********
  
  
  
   
  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021 I attempted to get a second mortgage through Better Mortgage. They told me to start the process i would have to have a home appraisal and pay for it at a cost of $550 maximum. They said if the price is lower, they would refund the difference. Thinking this was my only option, I opted to do the appraisal. The home appraisal was incorrect and came in way lower than expected, so I couldn't get a loan according to their terms. They would not refund the appraisal money which came out to be $450, so I disputed the claim with my credit card company at which time Better Mortgage refunded the difference of $100 back to my card. This stopped the dispute process and I was not notified. I am suffering past military issues (PTSD/Anxiety/Depression) and could not intervene on the process in time and my credit card company said it was too late to re-dispute the remaining charges, so I let Better Mortgage know and they told me it's too bad, they do not refund botched home appraisals. I told my credit card company again and they said there is nothing they can do, so I contacted a manager at Better Mortgage who told me the same thing again. i told the Better manager in an email in January 2022 I don't agree with that I haven't heard back from them since then. I've been stressed out with past military issues and broken email issues and haven't been able to deal with this sooner.

  

  Business response

  09/06/2022

  Better Mortgage has received your response submitted through the Better Business Bureau. We take customer complaints seriously and appreciate the time you took to share your feedback. Due to privacy concerns, our Client Success Associate, ******, contacted you directly to address your concerns and provide additional details via email. Thank you.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a quote online. I got a call that same day and explained my situation. I was told that everything sounded fine and we could move forward. I went through and supplied the information they requested them was told I needed to pay $550. Upfront for an appraisal, I was also told this would be refunded if the loan ended up being denied. Well they got the money then I was denied. They now refuse to refund for the appraisal. I am now dealing with a different lender and told them the other company did an appraisal. I was told they can not transfer or accept appraisals done by other ***************** are laws regarding it. So here I am out of $550 and I have asked several times for a refund with no luck.

  Customer response

  08/25/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,In May of 2022 I closed on a Better mortgage. Better was offering 2,000$ cash back at the end of closing for home mortgages. I was being offered this ever since beginning to use their services in attemtp to purchase a home for over a year. I used thier cash program that they provided and was still told by my Better realtor that I would get the 2k$ cash back. I was unsure since using the cash program. The realtor promised and said 100% guranteed I'd get the 2k$ cash back. Better then tried to say that I didn't qualify using the cash program after I used it. If that was the issue, I would have never used it to get this guaranteed 2k$ cash back. It appears I was bait and switched into completing a home sale for a cash back offer. The delays and issues getting a home using Better and their realtor services cost alot more than this guaranteed 2k$ that I did not get.

  

  Business response

  08/24/2022

  Better Mortgage has received your complaint submitted through the Better Business Bureau. We take customer complaints seriously and appreciate the time you took to share your feedback. Due to privacy concerns, our Client Success Associate, *****, contacted you directly to address your concerns and provide additional details via email. Thank you.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aug 4, 2022 I applied to Better.com for a home loan. They asked a lot of questions and then sent us a pre approval letter that they said to send to our real estate agent. so we did and she wrote the contract for a house with a closing date which was suggested by better.com chat agent. We signed our paperwork and 8 hours later ***** called and informed us our application has been withdrawn and he was rude and said it was not his problem that we misunderstood and sent that to our agent. We put down escrow money based on their Preapproval letter. They had us jump threw hoops and fill out mounds of paperwork and then pulled it. After reading complains they do this to a lot of people. We are seeking our escrow money back that we are going to lose because their form said to send to our real estate agent before they did their due diligence and fully checked everything.

  

  Business response

  08/10/2022

  Better Mortgage has received your complaint submitted through the Better Business Bureau. We take customer complaints seriously and appreciate the time you took to share your feedback. Our Client Success Associate, *****, contacted you directly to address your concerns. Thank you.

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Business called and said basically it was not their problem because I should have know that preapproval didnt mean they were going to give me a loan   Ironically the email they sent said to send to my realtor and she then proceeded to update the contract that our loan was set and we signed and put down escrow money   WHO would send a preapproval and then pull it after telling you to go ahead and send to the realtor   Guess I should have gotten my realtor license so I would be able to decipher the **** they are saying   Pre approval means go forward   Then they pull it and say its our fault   Maybe send AFTER you qualify people

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I compared rates when shopping for my home mortgage. One lender was Better.com. In order to get the terms, I had to pay for an appraisal - which they said would be refunded if I decided to use another lender. They charged my card $550. The appraisal was never done because I chose the other lender. Now I cant get anyone to reply to my emails to give me my $550 back.

  

  Business response

  08/05/2022

  Better Mortgage has received your complaint submitted through the Better Business Bureau. We appreciate the time you took to raise your concerns. Our Client Success Associate, ****, reached out via email to address your concerns and provide additional details via email. Thank you.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Better Mortgage has a refundable appraisal fee of $550 as long as the appraisal on the house is not yet completed when you withdraw your loan application. However, they will push HARD to get the appraisal done immediately in an effort to keep your money even if you withdraw your application. In my case, they did not tell me that they had even scheduled the appraisal ahead of time. Instead, I find out the day AFTER I withdrew my loan application that they already had the appraisal complete and that I would NOT be getting my money back, despite never approving of an appraisal that took place MONTHS before the estimated completion date and without my approval.

  Customer response

  07/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to close on a house. They are constantly losing documents. Not communicating about documents received. When I informed them of a job change and sent them the cover letter they said that should take care of it, but it did not and now my closing has been delayed a FOURTH time. I am coming awfully close to not having a place to live while they ********************* there way through the process. The previous times have also been due to not having documents I previously emailed or submitted to them via their portal. Or they request documents they need day before or day of the closing date. I just want a long list of everything I need and I will get it to them. The lack of professionalism in regards to communications and handling my private information as well as the lack of urgency and general poor performance makes me think this is some sort of scam business.

  

  Business response

  06/29/2022

  Better Mortgage has received your response submitted through the Better Business Bureau regarding your loan application process. We take customer complaints seriously and appreciate the time you took to share your feedback. Due to privacy concerns, our Client Success Associate, ***************************, contacted you directly to address your concerns via email. Thank you.

*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. ↩