Complaints

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:10/31/2022

  Type:Product 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 attempted to receive the deed in-lieu of foreclosure from NOVAD Management Consulting for my brother's house who passed away from COVID in February 2021. It took me six months to receive a response for the initial process only after I filed a complaint against NOVAD for no response. I have been trying since April of this year to receive papers to file for a deed in-lieu of foreclosure for ********************************************************************. FHA Case # *********** to no avail. I received an email in April stating that the title did not clear because of a typo the title states that the house is on lot 15 where it is on P15 which is on the tax bill that they have. It has been six months to receive only two emails saying that it was turned over to another department for investigation but refuse to give me the contact for that department. I have sent several follow-up with no response.

  Business Response

  Date: 11/07/2022

  The legal description in the vesting deed and our deed of trust erroneously references Lot 15. However, the property is only a ***** square foot portion of Lot 15. Also, the legal description in prior deeds in the chain of title reference incorrect portions of the metes and bounds description.  The deed of trust doesn't effectively encumber the subject property.
  
  We have forwarded the information to another department who will communicate with the previous servicer to determine if a resolution can be found. If so, that department will advise if we are able to proceed with the Deed In Lieu. There is not a guaranteed timeframe as to a completion of their research.

   

  Sincerely
  
  **********************;
  Contract Manager
  
  

• Initial Complaint

  Date:10/24/2022

  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.

  Paid off a HECM reverse mortgage on May 3, 2022. As of October 24, ******************************************************************************************************************** the County Courthouse regarding the payoff and lien removal from the deed.

  Business Response

  Date: 10/25/2022

  NOVAD processed and emailed a letter of satisfaction to *************************** to ****************** on 10/25/2022.

  Sincerely
  
  **********************;
  Contract Manager
  
  

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  Novad consulting is refusing to deal with the estate of my grandmother. We have sent emails every month and have called every week since 4/8. I sent a legal sent notarized court documents, in order to get authorized on the account to request an appraisal. I was told the I everything went through and the today they FHA supervisor says they have no record of me being authorized to talk on the account. Novad appear to refuse to communicate with us, and we believe they are trying to run the clock out in order to retain the property without giving us an opportunity to sale it. We are requesting direct communication point of contact with Novad, an appraisal to be order, so that we can submit the short sale as we have a buyer. I can be contact at ********** **************

  Business Response

  Date: 10/25/2022

  Complainant has been contacted and given instructions on how to proceed and we are waiting the requested documentation.
  
  Sincerely
  
  **********************;
  Contract Manager

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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 get a monthly statement from NOVAD the phone number on the statement is ************ I have tried calling that number several times in English and in Spanish. You call a recording that comes on then you get dead air for about 3 minutes, then another recording comes on to say to enter your 6 digit pin. Thinking it is the Loan Skey that is on the statement which is 6 digits it does not work. There is no e-mail address on the statement. So I had to use ******** to search I found how to reach out to NOVAD (https://www.novadconsulting.com) I sent an e-mail to them and still over a week later I have yet to hear from them. I believe this company is very deceptive and takes advantage of elderly people. I am asking what my payout amount is as I have serious health issues and I can not get a hold of anyone. Can someone please help me otherwise I will have no recourse but to abandon the home and property.

  Business Response

  Date: 10/20/2022

  Complainant has been contacted and given instructions on how to proceed and we are waiting the requested documentation.
  
  Sincerely
  
  **********************;
  Contract Manager

  Customer Answer

  Date: 10/22/2022

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

  the company had NOT contacted me in any way.  I do not understand how a company such as this can lie about a simple question of what my payout payment will be.

  I need to be contacted no later than Monday 10/24/22.  I have NOT received any e-mails or any phone calls.  e-mail is **************************** 

  phone ************ or ************

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

  Business Response

  Date: 10/26/2022

  NOVAD emailed the complainant on 10/20/2022 advising a written request for a payoff is needed in order for a payoff to be processed and provided.  NOVAD has not received a written request for a payoff from the complainant.

  Sincerely
  
  *********************
  Contract Manager
  
  

  Customer Answer

  Date: 11/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: Company continues to lie about how they have reached out, when in fact they have not.  I have gone through all e-mails in my in box and spam folder and there is NO correspondence from NOVAD. The ONLY documentation received was for a letter for "Annual Cert of Occ/Alternate Contact Letter". All this letter was for was to see if I am still residing at the address listed on their records.  NOVAD has not even bothered to call me or if they have no body has bothered leaving a message.  

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

  Business Response

  Date: 11/03/2022

  Payoff Good morning, Pursuant to your request for a payoff statement, the information you need to send for a payoff requestis listed below. If Zero Demand is needed instead, simply add this to your request. All payoff requests must be submitted in writing in PDF format. You may fax the request to 800-690-9826 or E-mail to *************************************************************.The request should include:1. The *** Case # 2. The borrowers name(s) 3. Property address. 4. How you would like to receive the payoff (Provide Fax # or Email address) 5. Third party authorization (Signed and dated by Borrower or Authorized Representative) 6. Supporting legal documentation such as Will, Trust, or Letters of Testamentary (if applicable)Please note, NOVAD is unable to accept uncertified electronic signatures. All third party authorizations must contain a certified electronic or wet-ink ****ower signature. HUD accepts cashiers check or money order. (No wire instructions) All checks should be made payable to HUD. Mailing Address: Novad Management Consulting 2401 *****rd Street Ste 1A1***, ** 73107Thank you, HECM Payoffs DepartmentNOVAD Management Consulting2401 *****rd St, Suite 1A1PayoffsHECM Thu 10/20/2022 8:17 AM Sent Items To:**************************** <****************************>; Page 1 of 2

• Initial Complaint

  Date:10/18/2022

  Type:Order 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.

  My husband took out a reverse mortgage that has been transferred to Novad. He passed away from covid on September 30, 2021 and I have attempted to contact Novad to get things straightened out so that the house could be sold to an investor who wants to make repairs. Information about his estate was submitted from the clerk of court stating there was no estate and paperwork was completed to allow investment company to communicate so the loan could be paid off and I would be out from under this home. Novad does not have a phone number to contact and no one will communicate with me. I need assistance to get this taken care of. It had been over a year, and I can not move on in the grief process until this house is sold to someone who can fix it and provide a home to a family who can love it and raise a family like we did for 35 years. Please help me to get someone to contact me from novad so that this process can be completed.
  

  Business Response

  Date: 10/24/2022

  Complainant has been contacted and given instructions on how to proceed and we are waiting the requested documentation.
  
  Sincerely
  
  **********************;
  Contract Manager

• Initial Complaint

  Date:10/17/2022

  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 have a reverse mortgage that was bought by Novad approximately 2 years ago. My soulmate passed away in August and willed me his house. In order to sell my house I need the amount I owe on my reverse mortgage. Since Nivad took over I stopped receiving monthly statements showing the amount. My initial call to Novad resulted in the answer someone would call me within 10 days. The voicemail I received sounded like the name T Bouquet, no extension given. When I returned the call they couldn’t do anything without the ext so my request was escalated! After the 4 th call the rep sent me an email with instructions on obtaining the number. I followed the instructions to a T, was emailed to the proper department while I waited for an answer. I have sent 4 emails, the real estate attorney drafted an email that I sent and the realtor requested the last monthly statement. The inky response I’m receiving is an email with the same instructions I’ve complied with. Due to their protocol it’s impossible to speak to a supervisor! My stress level is at an all time high. I would appreciate an answer ASAP to what I owe. I’ve wasted a month getting the runaround.
  
  

  Business Response

  Date: 10/19/2022

  Complainant has been contacted and given instructions on how to proceed and we are waiting the requested documentation.
  
  Sincerely
  
  **********************;
  Contract Manager

  Customer Answer

  Date: 10/20/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Aunt Passed this year, she has a reverse mortgage with NOVAD. As the executor of the estate I paid the mortgage off in full in JUNE! we have yet to have proof that NOVAD has sent a lien discharge to the deed office. I have made numerous phone calls and emails , NOVAD keeps saying my request will be bumped up to supervisors or that the request will be put in Queue. Nothing happens. We are going to lose a substantial amount of money if we do not get proof of a discharge being sent. We are in the process of putting a lawsuit together because it is our only option.

• Initial Complaint

  Date:10/07/2022

  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.

  FHA Case#***-8330169. Novad Reverse Mortgage. We have a short sale in progress we submitted all short sale documents two weeks ago this is a reverse mortgage the authorization was submitted several times from the Executor of the Estate ***************************** I am the Realtor we have to get on the phone with the Executor every time to talk to Hud who is a Liason for Novad they will only give her general information and tell us she is not authorized this is delaying our transaction we sent required paperwork, no one can tell us where the documents are but the Executor keep getting correspondence from Novad stating they can help with the Deed of Lieu or Shortsale after they received proof of the death certificate. My complaint today is level of service 3 escalations submitted we were told it will take 5 days for a response for each one this is ridiculous. We need the appraisal ordered **** the buyer lender and title company calling us daily for the Novad short sale approval letter we need help cannot talk to Novad the ******************** blocking everything. How can we get Appraisal Ordered right Now. How can we speak with the assigned short sale specialist with Novad too much time has passed we need to get this closed within a week or two the buyers lender need Novad Approval Letter Asap no one can give us answers just the same escalation message still nothing is happening. I need someone to call or email me today not in 5 more days and nothing happens. I am hoping Novad will help us get this matter resolved ASAP. Call me Please. Broker Assistant New Realty @************ or email me at *************************** Can someone resolve this today

  Business Response

  Date: 10/11/2022

  Complainant has been contacted and given instructions on how to proceed and we are waiting the requested documentation.
  
  Sincerely
  
  **********************;
  Contract Manager

• Initial Complaint

  Date:10/05/2022

  Type:Billing 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.

  As part of a mortgage refinance I did in July 2021 Novad Management Consulting was contracted to facilitate payment and submission to HUD on a Partial Claim Reverse Mortgage/Lien by the title office used. I have confirmed with the title office that the payment check to them was cashed. However I have never received a letter of settlement from HUD or any indication that Novad Management Consulting performed the contracted task. In contacting both my mortgage holder and HUD the Lien tied to the Partial Claim Reverse appears to still be in place. I have tried contacting NOVAD via the various phone numbers on there website but I have gotten no where, having never even been able to talk to a person. FHA case number: 094-7986545

  Business Response

  Date: 10/06/2022

  
  Effective Friday, October 8th, NOVAD is no longer HUDs servicer for subordinate / partial claim mortgages.  NOVAD is only servicing HECM loans.  Please direct all requests for partial claims/subordinate loans to ISN included is HUDs link with servicing information below for all applicable contact information.  Thanks!
  
  HUD NSC Secretary-Held Assets Servicing | HUD.gov / U.S.Department of Housing and ***************** (HUD)
  Sincerely
  
  *********************
  Contract Manager

  Customer Answer

  Date: 10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: They were contracted to do the service long before the stated date that they stopped service. There records should show the service was done or not done. If it was not done they need to return the value of the amount they were to pay off. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/03/2022

  NOVAD no longer has authority in regards to this loan since we are longer the servicer.  The complainant would need to contact the current servicer of the loan using the below link.

   

  HUD NSC Secretary-Held Assets Servicing | HUD.gov / U.S. ********** of ******* and ***************** (HUD)

   

  Thank you,

   

  Customer Answer

  Date: 11/03/2022

   
  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.
  
  Sincerely,
  
  *********************************