Complaints

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

close

Find a Location

CountryPlace Mortgage, Ltd. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CountryPlace Mortgage, Ltd.

  4900 Tennyson Pkwy STE 200 Plano, TX 75024

  
• 

  CountryPlace Mortgage, Ltd

  113 Nature Walk Parkway Suite 105 St.Augustine, FL 32092

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:06/12/2025

  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.

  I recently had some work done on my roof and have received 1 of 2 checks from them that had both mine and the lenders name . I talked to my mortgage company who told me to send it to them so they could endorse it and send it back to me to cash and it was sent May 20th. A week later I was told the same thing. Three weeks later and Im being told the same thing and that manager is the only one that can sign it and that they didnt know she when she would be back because she had not let anyone know and has not contacted them with a date. I do know there is a Texas law that states the check had to be endorsed and released within 10 days. Per my tracking number they received it May 23, 2025. So as of today its been ************************************************* so I would like my check signed and mailed so I can pay him. I had to use my cc to pay some of it expecting that I would receive my signed check back within soon so that I can pay my cc before interest are added.

  Business Response

  Date: 06/18/2025

  Dear Mrs. Sparks
  We are
  writing to advise you that the complaint you raised on June 12, 2025, in connection
  with the servicing of your loan account #10043653 has been reviewed and the following
  action has been taken:
  We have verified that the check you mailed for endorsement was delivered to CountryPlace Mortgage on May 23, 2025.  The chain of communication for this file has been reviewed and it was verified that you spoke to a member of our customer service team on June 6, 2025, and were informed that the check was received and we were waiting on a certain individual who was currently out of the office on our end to endorse the check.    As of June 12, 2025, after not receiving the endorsed check, you spoke to another member of our customer service team and were informed again that we were still waiting on the out of office individual to return and sign the check.  
  Your complaint submitted, via the Better Business Bureau on June 12, 2025, brought to our attention the difficulties you experienced in obtaining the necessary endorsement on your insurance check.  Upon review, the matter was promptly escalated internally. On June 17, 2025, the check was endorsed by an authorized representative and sent to you  via UPS with next-day delivery (Tracking Number: 1Z7A46570131175543).
  We recognize that this situation resulted from a breakdown in internal communication and escalation procedures. To prevent a reoccurrence, we have implemented the following corrective actions:
  Additional individuals have been authorized to endorse insurance checks to minimize processing delays.
  Our customer service team has undergone  additional training focused on improving communication and escalation protocols in similar situations. 
  
  
  
  A response to your
  complaint has been submitted to the BBB.  We apologize for the inconvenience this matter
  has caused you. If you require further assistance, please contact us at the
  email address below.
  
  
  Sincerely,
  
  Melissa Thompson
  VP of Compliance
  Compliance Department
  [email protected]

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising 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.

  Country Place did not get all of the signatures required for my manufactured home loan, resulting in Country Place foreclosing on my loan and I am losing my home. Required signatures **** ****** and ***** ******, wife. I was current on my payment and did not miss a payment. I had insurance and taxes included in my payment. I am seeking help because they are blaming me for their incompetence. Please contact me by email. I want my home that I had a 15 year note on. This is not my fault that there was a loophole in the Country Place Contract to purchase this home.

  Customer Answer

  Date: 05/07/2025

  Not getting all of the signatures necessary, it led to me losing the lot location that Palm Harbor Manufactured Homes delivered my mobile home on. It also led to me having to pay for all the utilities installed. This action on behalf of ************* has ruined my credit. 

  Business Response

  Date: 05/21/2025

  Dear Ms. *************** are writing to advise you that the complaint you raised on May 7, 2025, in connection with the servicing of your loan #************** has been reviewed and the following action has been taken:
  This loan originated on March 16, 2023.  The last payment received on this loan was December 7, 2024. Per the Promissory Note and Security Agreement, a total monthly payment includes Principal, Interest, Taxes and Insurance.
  In your complaint, you stated that CountryPlace did not get all of the signatures required for my manufactured home loan, resulting in CountryPlace foreclosing on my loan and I am losing my home.   We believe the document you are referring to in your complaint is the Zero Lot Rent form.  Our records indicate that you contacted our company regarding this document, and we provided you with a fully signed copy on October 10, 2024. There is no indication in our records that any foreclosure or other adverse action was taken against you as a result of this document. This document was signed stating the property owner was not charging you lot rent.
  On December 16, 2024, you contacted our customer service department to inquire if our company would be willing to purchase the home from you, citing difficulties in finding a new location for the home due to its size. As CountryPlace Mortgage is the lender and loan subservicernot a home purchaser or real estate investorwe are not in the business of buying homes and were therefore unable to accommodate your request.
  The house was confirmed vacant on January 30, 2025 with the process of repossession of the home began on January 31, 2025.
  On January 17, 2025, CountryPlace Mortgage issued a Notice of Default and Right to Cure Default and Notice of Intent to Accelerate, notice attached to this response.  This official notice informed you that your loan was in default and provided a 31-day period to cure the default and avoid further action. 
  No payment was received within the cure period, and the default remained unresolved, therefore the home was repossessed in accordance with the terms of the Promissory Note and Security Agreement due to non-payment.
  On February 21, *************************************************************************************** order to retrieve personal belongings and you were granted ample time prior to this date to do so.  This communication acknowledged your awareness that the home had been repossessed.  
  Once repossessed by CountryPlace, the home was subsequently listed for sale and was purchased by the landowner, **** ******, on April 15, 2025. As of that day Mr. ****** became the legal owner of the home.
  
  We hope this explanation provides clarity regarding the sequence of events and the actions taken. The timeline provides evidence against the claim that there was a loophole in the CountryPlace Contract that you stated in the complaint to the Better Business Bureau (BBB). A copy of this response letter has been submitted to the BBB. If you require further assistance, please contact us at the email address below.
  
  Sincerely,
  Compliance Department
  ****************************************************************************************************************

• Initial Complaint

  Date:03/05/2025

  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.

  I am receiving letters from ************** I have not paid my taxes. My taxes are included in my mortgage payment. My mom's portion of the taxes were paid but not my portion. I have called several times, spoke to *****, emailed her copy of 2nd notice of tax bill with late penalties. She said she had forwarded and taxes were paid by third party they use. Called again said she would escalate and nothing. Called today spoke to **** same thing, they are investigating and will escalate. Nothing seems to be getting done and I called today again ************** and they show no payment.

  Customer Answer

  Date: 03/11/2025

  Countryplace has reached out to me and has finally resolved my issue. 

  Business Response

  Date: 03/12/2025

  Attached is the letter mailed to the borrower. As of this date property taxes are now showing paid on the Tarranty County Property Tax website.  

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. I hope this doesnt happen again. 

• Initial Complaint

  Date:03/05/2025

  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.

  My homeowners insurance issued a check for repairs that CountryPlace needed to countersign. I endorsed it and sent it to CountryPlace. CountryPlace did something that caused the insurance company to cancel the check. I was told by the insurance company that CountryPlace failed to endorse the check upon attempt to deposit it in their account. Insurance sent me another check. I endorsed it and sent all required documentation again almost a month ago. They were supposed to send me half the amount of the check upon receipt of the documents. I called ConntryPlace on Monday of last week and was told they had received the check and documents but had not done anything with it. I was also told they would send the check and I would have it by Friday. I still haven't received it. I called CountryPlace today and was told they still have not done anything with it., they would look into it and call me back today. They didn't. I had to have the repairs done (roof) and have already paid out nearly ****** dollars and still owe another nearly ****** dollars for the repairs. I need the money that CountryPlace is holding.

  Business Response

  Date: 03/12/2025

  Attached is the letter mailed to the borrower.  The check was delivered via *** to the borrower on March 5, 2025

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/20/2025

  Type:Order 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 purchased a mobile home with this company in 2022. My payment was supposed to be just under $600. Last year they increased my payment to over $800. They claimed it was because my escrow went up, so I changed my insurance to a cheaper company and when I received the money back from the previous insurance company, I called the company and told them to put the money back on my escrow. They stated they would. They did not. I called them and told them the payment was supposed to go directly on escrow, but they stated they always pay interest first. They are supposed to be putting over $150 a month on my principal, but they only put $5.98 the entire year on the principal. This place has been s******* me over since 2022. My escrow goes up and so does my outstanding principal. They keep adding interest to my principal but pay next to nothing on the principal. I'm so frustrated. I have never dealt with a company like this. I want to tell them to come get the mobile home because I'll never be able to pay this off in my lifetime. I don't want to ruin my credit, but I don't know what else to do.

  Business Response

  Date: 03/06/2025

  Attached is the letter mailed to the borrower. The payment has been adjusted to the annual escrow analysis. 

  Customer Answer

  Date: 03/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/15/2024

  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 cant seem to find out where my escrow payments are going. My insurance is included in my mortgage payment. Now they are showing a ******* for my escrow balance. Now they want ton increase my monthly payment. I have never given them permission to cover two insurance companies if thats the case.

  Business Response

  Date: 06/28/2024

  Attached is the response letter we mailed to ************.  The letter includes three attachments that represent the disbursements from the escrow account.  There were three unscheduled bills received from the borrower's insurance company that we paid from the escrow account.  The total was $1,437.76 which brought the escrow account short.

• Initial Complaint

  Date:05/14/2024

  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.

  My lender paid for two different insurance policies which put my escrow account in the negative. I only just now found out because they are raising my mortgage to make up for it. There was no prior communication about this when it originally took place. There was an overpayment of $2,597.60. I have been attempting to resolve this for two weeks now. I keep getting the runaround and can't seem to get the issue resolved. I've waited on the phone for hours, continue to email people, and I get no response from anyone.I need a copy of the front and back of the check that was sent out to the insurance company as my insurance broker doesn't even see the payment. I also want a full audit of my account starting when I opened it. I want a full report showing any issues including this one. I refuse to wait another year for them to reevaluate my escrow. It needs to be done now and get my payments back to where they should be. My mortgage is now going be considered late starting tomorrow because of this mishandling of my money.

  Business Response

  Date: 05/29/2024

  The customers account has been reanalyzed and the 5/1/24 payment was $1,197.92 (down from $1,392.98 per the prior analysis). He is received a $302.30 surplus check which was mailed 5/15/2024.

  Our insurance tracking agent sent a check in October 2023 to the customer's previous insurance company. The customer obtained new insurance in November 2023 and canceled the previous policy. An insurance change letter was mailed in November 2023 to the customer. The escrow analysis was completed showing a shortage and deficiency. This alerted the customer to call and voice his concern about the payment increase. The previous insurance company received the check on 11/21/23. As far as CountryPlace knew the insurance company cashed the check and sent the refund to customer, which is normally what happens. That situation is exactly why an insurance change letter was sent to customer in November. 

  The previous insurance company did not cash the check, they shredded it and did not notify CountryPlace.  This aligns with the borrower stating they did not receive the refund.  We were able to move forward and reanalyze the escrow account and address the customer's concerns.

  Customer Answer

  Date: 05/29/2024

  I have reviewed the business response and accept this resolution. However, I should not have had to jump through the hoops I did to get it resolved. This was a very stressful and unnecessary process that the average consumer may not have figured out. I'm fortunate enough to be a real estate agent that understands how escrow works. I also know how to go through the proper channels to file a formal complaint with the government. Had I not had this knowledge, I would still be on hold...

• Initial Complaint

  Date:02/21/2024

  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.

  I inherited the property from my father in 2021. We fell behind on the mortgage payments in 2023. In November (and prior), I spoke to several representatives in the collections department. At the end of November 2023, I was told by several representatives that the amount we owed to clear the default was $10,680. We sent them by wire, $12080.39 which I was told would include the December payment and we would be current. In January, we received a statement saying we were late with the December payment and that our NEW payment was over $2400 a month. An increase of over $1000 a month. I called several times and was told that the bill went out before our payment posted and that we should be current. I called again when another notice was received and two reps that I had talked to previously told me they had to send it to accounting for review or that it needed to be looked into by a manager and that they would call me back. One excuse was they were working from home and he couldnt get the information needed because the office was being moved. Im still waiting for those call backs. *** even tried to call advocate with no return of messages left. If I paid everything they asked for to the ***** and then some, why did my payment increase? I cannot afford an extra $1000 a month living on social security. Please help us get this resolved.Thank you.*****************************

  Business Response

  Date: 03/19/2024

  CountryPlace has attached the letter mailed to the borrower.  The Servicing Manager spoke to the complainant on March 7, 2024. In the response letter is a list of options to assist with increased payment. 

  Customer Answer

  Date: 03/25/2024

  I have reviewed the business response and accept this resolution.  This property is not up for sale and we have no intention to sell it. We would like to work with Country Place in reducing the payment temporarily for the next 24 months or possibly a loan modification. I will also be contacting the tax office to advise of my age (69 yrs) and that I reside in the home. 
  

  Respectfuly,

  *****************************

• Initial Complaint

  Date:01/29/2024

  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 have a chattel style mortgage through Country Place. On December 20th of **************** paid property taxes, through my escrow fund, on 72 acres I do not own. The check they cut was for over $2600. I called twice and was told through two separate customer service representatives that they saw the mistake. One also told me that there is no number for the escrow department and they even have to email them for a response. Im sitting at week 2 of not hearing back on what Country Place is going to do to make this right. I have contacted the county the tax was paid to and even the property owner of that acreage. The property owner has offered to work with Country Place to make things right however Im still waiting on Country Place to call me back. I was notified that Country Places policy is to wait for the county tax office to issue a refund to them and once that refund has shown up a new check is cut for the customer. This is a very poor way to take care of their customers when they are the ones that messed up. The customer service representatives Ive talked with were very accommodating and very professional. Im reporting them so that other potential customers are aware of their business practices and policies.

  Business Response

  Date: 02/09/2024

  Attached is a resolution letter for the customer that the ******************** can provide to *****************  This matter has been resolved. The resolution letter provides a summary of what happened and how it was resolved.

  Customer Answer

  Date: 02/09/2024

  I feel like the issue is resolved. 

• Initial Complaint

  Date:03/02/2023

  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.

  In 2014 I had an account for a manufactured home. I was trying to sell it and I reached out to country place and the park office. They stated that they would take the property back if we did not have any significant damage to it. They did a walk through and approved jt and then resold it. They said it would not affect my credit and they would just resell the property since it was not a loss to them. The account is still on my credit after 7 years. I'm asking it be removed

  Business Response

  Date: 03/30/2023

  Attached is the response letter from CountryPlace Mortgage and the credit report update submission that you can provide to the complainant.  At the time this home was surrendered, there was a balance due on the loan. The past due amount was eventually charged off and reported to the credit bureaus as a collection account on the complainant's credit report.  Due to this complaint, CountryPlace submitted the attached AUD Correction form to update the credit report to reflect the loan settled and paid in full as a voluntary surrender.  As of the date of this letter, the credit report should reflect accurately showing this loan paid in full in January 2019.