Complaints

This profile includes complaints for Vanderbilt Mortgage & Finance, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vanderbilt Mortgage & Finance, Inc.

  500 Alcoa Trl Maryville, TN 37804-5516

  
• 

  Vanderbilt Mortgage & Finance, Inc.

  1201 Peachtree St STE 2050 Atlanta, GA 30361-3503

• 

  Vanderbilt Mortgage & Finance, Inc.

  3653 Canton Rd Ste 101 Marietta, GA 30066-7601

• 

  Vanderbilt Mortgage & Finance, Inc.

  1201 Peachtree St Ne #2020 Atlanta, GA 30361-3518

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:07/03/2025

  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.

  Seeking more Information on a used mobile home filled out the paper work thinking a representative would get with me to go over everything best options instead they did a hard credit pull which dropped my score tremendously. Never again would I recommend or deal with this bank. No where was it clear that they were doing a hard credit pull. I worked to hard to get my credit that high for it to just be ripped from me.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to VMF with your concerns.
  We’d like to clarify that we received an application from the customer on June
  27, 2025, which included authorization for VMF to access the consumer’s
  credit report.
  If the customer would like a copy of the report or has any
  additional questions, we encourage them to contact our team directly at (800)
  970-7250. We’re here to help.

• Initial Complaint

  Date:06/24/2025

  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.

  Insurance problem. Sent me letter in mail when I contacted they said they would handle it. Had to do with homeowners and so I let it go. Then got another letter so I called left a message no one ever called me back. Then I got another letter I called got a number for insurance called they hung up on me 3 times I never was rude. Kept me on the phone for hours never would come to solution. Then I got a letter in mail saying I had a lender based policy that started last year! They never contacted me until February! It’s a scam! Now they are saying I have to pay back and the insurance company is through them. I’ve been wronged.

  

  Business Response

  Date: 06/30/2025

  At the time of loan
  origination, a check was issued to cover the customer’s financed homeowner’s
  insurance premium. However, the check was not cashed, resulting in the
  cancellation of the policy. Upon receiving the cancellation notice, a
  lender-placed insurance policy was initiated to ensure continuous coverage.
  After the customer provided
  proof of new insurance, the lender-placed policy was retroactively cancelled,
  and a refund was applied to the escrow account. A disbursement was then made
  for the new policy, and the original premium amount was also credited back to
  escrow. To address the higher cost associated with the lender-placed policy, an
  additional escrow credit was requested.
  Once this credit is
  processed, a new escrow analysis will be conducted to ensure the correct amount
  is being collected moving forward.
  We apologize for any
  confusion or miscommunication that may have occurred during this process.
  Vanderbilt Mortgage and Finance remains committed to transparency, accuracy,
  and timely resolution. If you have any questions or would like to discuss this
  matter further, please contact us at (800) 970-7250.

• Initial Complaint

  Date:06/21/2025

  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.

  Purchased home from Clayton Homes 2018. Lien has not been recorded by Vanderbilt Mortgage. Trying to refinance and unable to do so. Outreached Vanderbilt Mortgage 3 times. Told someone will get back with me. I can't refinance due to this issue.

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out to VMF regarding this matter. After reviewing this loan, we have confirmed our lien with VINtek and we have a copy of the Florida Highway Safety and Motor Vehicles web site showing that the titles are active and that VMF is the lien holder. If you would like a copy of those documents, you can reach out to us a 1-800-970-7250 or by reaching out to us via email at [email protected]. We look forward to working with you on a resolution.
  

• Initial Complaint

  Date:06/19/2025

  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.

  After speaking with Vanderbilt this last week we thought they were finally releasing our insurance check to have repairs done for our missing roof from the damage brought on by hurricane Helene in September of 2024. It is now June 2025. After being told the check would be cut to us to finally secure our contractor I called inquiring because said check was still not here. I was then told I needed to submit estimates and quotes for materials before that was done. Not once in the prior last 2 weeks even upon asking was that brought up. It was also brought to my attention that lots of people just do the repairs themselves. They continue to hold our money hostage this will likely now cause us to lose another contractor due to not being able to pay them. Insurance came out 2 days after the storm last Sept, in that time how much more damage has occurred. These hoops just keep showing up to jump through for what was told to me could even be a screenshot of materials needed from Lowe’s and the check would be cut and sent. I’m exhausted trying to get my home livable again. There aren’t many contractors in our area that will take on anything right now cause of all the remaining hurricane and flood damage. This has put such undue stress on us as my father is a disabled veteran with cancer as it is why Vanderbilt has required it be given the insurance money to dish out as they see fit is beyond me. It cannot be legal. While we are so far out from the date of damage they clearly don’t care for the property that’s continued to be damaged further. They sent a certified letter a week and a half ago letting us know that if we didn’t get this resolved and contact them they would take the funds allocated by the insurance company and put them towards our mortgage pay. So while I waited this last week thinking things were resolved they clearly aren’t and we are worried that they will just wait us out and apply the money we need to be issued our check for to fix our roof.

  

  Business Response

  Date: 06/25/2025

  Good afternoon,
  Thank you for
  contacting Vanderbilt Mortgage and Finance regarding your insurance claim
  funds.
  The original
  check issued by your insurance company on October 16, 2024, was reviewed and
  deemed endorsable by Vanderbilt. It was then returned to you for processing.
  However, after six months, the check became stale-dated and was reissued by the
  insurance company. The reissued funds were applied to our claims ledger on May
  27, 2025.
  Due to the time
  that has passed since the original issuance, we now require updated repair
  estimates to ensure that any disbursed funds are applied appropriately. Please
  provide the updated documentation at your earliest convenience so we can move
  forward with the process.
  If you have any
  questions or would like to discuss this further, feel free to contact us at
  (800) 970-7250.

  Customer Answer

  Date: 07/03/2025

  They haven’t made good. I’ve sent them an update email with what they are asking for and they have yet to tell me it’s sufficient. We lost our contractor so the insurance company advised that their documents would be sufficient enough to have our check sent to us and Vanderbilt has yet to reply or send the check to fix our house they are holding hostage. Closing this and saying they tried is just as bad as them taking half a year to finally help us with things then tell me that it’s our fault that they haven’t sent us the money to fix things. They aren’t responding and everytime they do they tell me I’m not providing them with what they deem necessary even though insurance has said it is and there’s not much I can do until they decide to accept it. So they continue just to prolong this in hopes of keeping the money to put towards the loan like the letters they have sent threatened. It’s a waiting us out game. I’ve sent everything I can send.

  

  Business Response

  Date: 07/09/2025

  The damage to the home occurred in September 2024, and
  a check was issued by HomeFirst Insurance jointly to the customer and VMF. VMF
  received and endorsed this check and sent to the customer in October 2024,
  but it remained uncashed. As a result, a replacement check was reissued
  to VMF only in June 2025.
  The customer has provided the insurance company’s
  estimate of loss, which outlines the damages to the home. However, due to the
  amount of time that has passed since the damage occurred, we now require
  a viable repair plan. This must include either:
  A written estimate from
  a contractor, or
  A detailed supply list
  and estimate from a building materials store.
  We have spoken with the customer, who declined to provide
  the necessary documentation. As outlined in the terms of our
  agreement, VMF has the right to monitor repairs and may apply the
  insurance funds toward the outstanding loan balance if repairs are not
  being pursued.
  We encourage the customer to contact us directly at (800)
  970-7250 to continue the conversation and explore available options.

• Initial Complaint

  Date:06/16/2025

  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 am not liable for Vanderbilt Mortgage I do not have a contract with them.

  

  Business Response

  Date: 06/19/2025

  Thank you for reaching out to VMF regarding this issue. After review, we have determined that the inquiries in question are legitimate and copies of the signed and dated paperwork exist within our electronic database. The copies have been sent to you from our originations team. If you have any further questions, please reach out to our office at 1-800-970-7250.

• Initial Complaint

  Date:06/10/2025

  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 brought tdoublewide trailer was almost paid off but a month after bought it they said had redo my escrow for insurance on the home after paying al the money for the home it was almost paid off when I was hit by Tornado April 27th 2011 after calling the insurance agent to file claim the insurance agent informed me that when set up escrow for a lesser trailor are mobile home and I was left with empty lot because they had me underinsured after stopping my payment they left me uninsured

  

  Business Response

  Date: 06/10/2025

  Good afternoon, *** ******* We are sorry to hear that your home was damaged by the storm. Clayton Homes built and sold you your home but does not handle your escrow account or insurance coverage. That is handled by your lender. You would need to reach out to ********** ******** *** ******** ***. to review and discuss your coverage and escrow account. We apologize that we cannot be of more assistance.  

  

  Business Response

  Date: 06/13/2025

  *********t thanks the customer for reaching out regarding the insurance policy on the home. After a review of the Foremost Insurance policy, the 2002 Clayton was listed under the dwelling information and was covered from December 2010 to December 2011. The coverage was a voluntary policy and was agreed upon by the buyer. If there was any confusion about what was covered in the policy, that would have come from the insurance company. In order to reach a best resolution, VMF encourages the customer to reach out to their insurance company at the time (Foremost Insurance). If there are any more questions, please reach out to us at 1-800-970-7250. 

• Initial Complaint

  Date:06/05/2025

  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 nature of the dispute.
  
  My mother's estate (******** **********) was going to my uncle (****** **********) by "Vanderbilt Mortgage and Finance, Inc". and not to me when I, (***** *********) the son and sole inheritor of my mother's estate at *** ****** **** ******* ***** *****.
  
  I had the company (Vanderbilt) change my mother's address (in TX) to mine **** ** ********* *** **** ** **** **** ***** ******* **** *** ********* *** ****** The company then changed the address to my uncle's address ***** ******* ***** *** ******** ***** *****.
  
  That address should not have been changed, Plus, I have Heirship documents proving that I am an Heir to my grandmother and my mother's estate because their name was on the mortgage and estate. The company gave my inheritance to my uncle knowing he is not the person of interest.
  
  Sincerely,
  
  Mr. ***** (*****) *********.

  

  Business Response

  Date: 06/10/2025

  Thank you for reaching out to
  Vanderbilt mortgage and Finance with your concerns regarding the property a* *** ****** **** ******* ** *****. After reviewing the details of your
  complaint, it appears that the matter in question is part of an ongoing civil
  dispute. As such, it falls out of the scope of our authority to resolve. We are
  not able to make determinations on legal ownership, or other matters subject to
  judicial or civil proceedings. Please reach out to Vanderbilt at (800) 970-7250
  if you wish to discuss further.

• Initial Complaint

  Date:05/15/2025

  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.

  The company is attempting to commit insurance fraud. They are trying to keep checks from our claim on insurance we pay for and "distribute as they see fit". The insurance company already deemed what was "fit" for our situation. They refuse to endorse the down payment checks and send them back for repairs to our home and are trying to profit from our loss. They did not file the claim, it is not their name and credit at stake for any repairs. If they want the money they need to file the claim themselves and hire the contractor. Otherwise they are stealing claim money for insurance we pay for and repairs that we are responsible for. Insurance fraud to make more money off of victims.

  

  Business Response

  Date: 05/16/2025

  Thank you for reaching out to Vanderbilt Mortgage and Finance regarding
  your concern. After review, the following was concluded. Vanderbilt received an insurance claims check on 5/14/2025. The check was endorsed and sent back to
  the customer on the same date. Vanderbilt mortgage is not withholding any
  insurance claim funds currently. We encourage the customer to reach out to us
  directly at 800-970-7250 should there be any additional questions or concerns. 

  Customer Answer

  Date: 05/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23331822, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/12/2025

  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.

  My account with Vanderbilt is supposed to have been closed at 2019. Every month they hit my credit with a late payment and it kills my score. Then I dispute it because I no longer have an account to pay on and I win the dispute. But by then the damage is already done on my credit. We have been doing this out and back for months now and I'm sick of it.

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out. Vanderbilt has investigated the loan and after review, the reporting of the loan is correct as shown. Vanderbilt is compelled by the Fair Credit Reporting Act to report accurately each month. If you have any further questions, you may reach out to get more information. We encourage you to reach out to us directly at 1-800-970-7250 should there be any additional questions or concerns.

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: 23318093
  
  
  
  I am rejecting this response because once the account is in collections. Their is no account to even send payments too anymore. Furthermore they have not contacted me to even try to resolve anything. 
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 05/13/2025

  Thank you for reaching back out. Unfortunately, we are not able to discuss private loan information on a public forum, but we would be more than happen to speak with you if you would call into our office at 1-800-970-7250. We look forward to being able to speak with you regarding this situation and come to a resolution. 

• Initial Complaint

  Date:04/22/2025

  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.

  On March 17th, 2025, we paid off this FHA mortgage loan. We were told it would take 15 business days to receive our paperwork to obtain the lien release and title. Three weeks later we called when we still had not received this paperwork, we were then told it could take up to 5 weeks. I still had not received this paperwork 2 weeks ago and had called Vanderbilt Mortgage to be told it was mailed on April 1st, 2025. I called yesterday 4/24/2025 because it still hadn't been received to be told that it had been returned to them even though the correct address was on the paperwork. I asked for it to be resent, and was told it would take and additional 5-7 business days to process the request. I explained that there must be an issue with the mail and that we needed this paperwork quickly due to having sold the property. The representative named Seth said that it would take 5-7 business days no matter what. When I asked for the paperwork to be overnighted and that I would pay for it personally I was told that they could not do that. I asked to come obtain the paperwork in person; I was told they would not be able to do that. I called back to talk to a new person and was told they were limited to their system processes and that it would take 5-7 business days, even though we had already requested a copy March 17th when it was paid off. I was then told the only way to overnight the paperwork was to mail into their post office box an overnight Fed Ex label and letter of authorization in order to process ANOTHER request that again would take 5-7 business days to "process". I told them this was poor customer service and that it seemed unreasonable that they could not take the paperwork that was returned to them and for a physical person to place the paperwork in an envelope with just my husband's name so it gets mailed and not returned. I was told again that they were limited to the restrictions of their system processes.

  

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to Vanderbilt Mortgage and Finance regarding your concerns. We apologize for any inconvenience this process may have caused. After review, we have concluded that the requested documents were delivered to the home address on file via FedEx on 4/29/2025. We have attempted to contact the customer to confirm they have been received but have been unsuccessful. We encourage the customer to reach out to us directly at 1-800-970-7250 so we can assist further if necessary.