Complaints

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

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  Better.com

  3 World Trade Ctr Fl 59 175 Greenwich St New York, NY 10007-0042

  
• 

  Better.com

  120 Broadway Fl 5 New York, NY 10271-1100

  

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:11/14/2024

  Type:Service or Repair 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 was given a rate over the phone and "rate locked" that rate - only to have it raised just a week prior to closing. On 10/31 I stopped shopping other lenders due to my loan officer getting me a great rate at Better. The day I "locked" I was very clear that we were purchasing a condo - my loan consultant hadn't realized this and said that may change the rate. He put it into the system then came back with good news - the rate actually went down! Unfortunately, this was too good to be true - two weeks later my rate suddenly adjusted up so I would owe $4000 more at closing because they hadn't realized it was a condo, even though I had a very clear conversation saying it was and was given that rate with that understanding from my loan consultant. He apologized for the error, but said there was absolutely nothing he could do, even though this was their mistake. So now, due to an error Better made, I owe either $4000 more at closing or $150 more per month that I was "rate locked" at, and I no longer can shop with other lenders as I am too close to closing.

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  After filing this complaint Better.com agreed to honor the original rate that they had promised. This response made by the business in reference to complaint ID ******** is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2024

  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 received 200$ through my PayPal account *********************** from *************************** on 8 July 2024. But unfortunately my PayPal account was automatically deactivated and I'm unable to withdraw money from my Paypal account. So I'm requesting you to assist me to reach out to the PayPal team to reactivate my account so to withdraw the money to use it for my business expenses. I'm eagerly waiting your response soon, Thanks in advance

  Customer Answer

  Date: 08/04/2024

  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

  Date:03/15/2024

  Type:Service or Repair 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 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 Answer

  Date: 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

  Date:11/27/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/22/2022

  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 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 Answer

  Date: 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,
  
  *************************** *********