ComplaintsforStrong Home Mortgage

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by an employee that my family and I were approved for a house loan. We were excited and planning all of our next moves, signed a purchase agreement and couldn't wait to start this new journey. We were told weeks in to the process the person who approved us no longer worked there, did not do their job appropriately and we are not approved. Upset, humiliated and back to square one.

  

  Business response

  05/24/2022

  The customer alleges the original loan officer initially assigned to the file had communicated a preapproval for a mortgage loan. However, the loan officer who had started the file on March 28, 2022, had resigned on April 7, 2022. Upon reassignment of the loan file Strong Home Mortgage was unable to find evidence of a communicated preapproval but did find a request for additional information sent on April 5, 2022. The customer was unable to produce a copy of the preapproval communication and did not provide the documentation requested on April 5th. Without additional documentation to support the credit report, the Company was unable to qualify the customer for any of our available loan programs.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I picked Strong Home Mortgage because it was Veteran's owned. I was doing a Veterans Cash out refinance. The loan officer said I would have a 45 day lock in rate and it should not be a problem and would close within that time. All documents needed from me we done in a timely manner and didn't effect the closing date. I was suppose to close by January 12, 2022 before the lock-in rate expired. Right before closing, I was told because of Veterans policy of "you can do another veteran's mortgage for 210 days since the last veterans mortgage" and that we have to close on January 14, 2022 instead of January 12, 2022. I said just extend the lock-in rate for 2 days and he said it was company policy that they would not extend it. Because they wouldn't extend it 2 days, it cost me an additional $466.20 (0.125% of loan amount (points). I have done mortgages with another company within the past two years and in one occasion they had to extend the lock-in rate by a few days and there was NO additional fee. I honestly feel that should have extended the lock-in rate for two day and NOT charged me the 0.125% point ($466.20). I felt dealing with a Veteran owned company, they would be fair with me but I guess I was wrong !!!

  

  Business response

  03/02/2022

  The interest rate lock was extended so that the settlement date could be moved in order for the loan to meet a 210 day seasoning requirement under agency guidelines.  The borrower should have not been charged the extension fee as it is was an oversight on our end for not identifying the seasoning issue before initially locking the interest rate.  The branch manager has spoken with ******************** and we are issuing a refund of the extension cost.  ******************** accepts our resolution.

  Customer response

  03/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ********    

  I have not received, as of yet, the $466.20 refund from Strong Home mortgage LLC. Once received I will leave good feedback for the company.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were refinancing with Lola F****** did everything we were suppose to do go all of our documents and conditionally approved. We were suppose to get more cash at closing but than that amount went down so I sent an email asking Lola and she told me they were paying our December and January mortgage. Well waiting for closing date Dec 31st I send a message asking when we are closing and for the final numbers and she tells me I need to make my Dec mortgage after I was told they were going to make my Dec mortgage and have the emails to send and did send to the manager that was very rude and not understanding at all of what we went through. So Lola writes me back on 12/31 after I send my email and says I need to make the payment I told her I asked her on 12/28 and she didn’t say I needed to make the mortgage but now I did well it was a holiday at this point but I paid the mortgage 12/31 and told her it was done said she was requesting a payoff from our mortgage company so left it at that. Couple days went by in the new year waiting we sent emails asking for the status nothing finally get a call from the branch manager Gordon E****** saying Lola was on leave and he was helping us out. But he didn’t do anything to help us, it took all that week for him to say he needed more paperwork that already sent for us on Friday 1/7 get told that they can’t approve our loan because our Dec mortgage payment was “late” even though paid on 12/31 but with holiday didn’t apply till Jan. So I emailed over Gordon proof I paid the mortgage on 12/31 and also the email from his agent Lola telling me they were going to pay my Dec he argued with me that they would never allow us to skip our closing months payment but we weren’t told this how would we know when the agent said you were paying it.. He was going refund our appraisal 1/7 because of this hasn’t. I want to refi not happy with Gordon or the company now but I want my cash to pay off credit cards, lower interest and mortgage payment

  

  Business response

  01/25/2022

  In researching this complaint, it does appear that the Loan Officer asked *************** to make her December mortgage payment on 12/27/2021.  *************** made the payment on 12/31/21 and it was processed on 1/3/22 which resulted in a late payment on her credit report.  The December late payment dropped her credit score which in turn resulted in automated underwriting not approving the loan.  The Regional VP did speak with *************** and agreed to refund the appraisal which was processed and refunded on 01/10/22.  Her plan at this point is to wait until she gets her tax refund, which will be in a few months and use that money to pay down debt to help increase her credit score to be able to refinance in the future.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Started a refi with Strong Home consisted to a credit pull and paid for an appraisal. Delay after delay on their end led to the locked rate and credit report expiring. I chose to use a different company because of the terrible communication, lack of knowledge, effort and responsiveness. A refund of my appraisal $475 was supposed to be issued within 5-10bussiness days. 14 days later I call, the refund was not initiated. They say they will issue the refund within the next 5-10bussiness days. The next morning I wake up to another charge from strong home for $475 no refund. I am now out $950 that Im waiting for either a electronic refund or a check the company has not told me of which and my credit score was drastically affected by their lack of concern to complete their contracted work!

  

  Business response

  11/23/2021

  We take customer satisfaction seriously and appreciate you making us aware of your experience. Your feedback is important.  I have confirmed and documented with our Accounting department that the appraisal refund was issued on 11/03/2021. This was the only appraisal fee charged and refunded.  There were no duplicate charges made to your account. It appears that the issue of a double charge was due to your bank logging the refund as a debit rather than a credit back to your account. We strive to provide service in a timely manner, and I apologize for the inconvenience this has caused.

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