ComplaintsforAmeriHome Mortgage Company

Mortgage Lenders

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Initial Complaint
07/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I completed an application for Mortgage Assistance on May 21, 2024. I uploaded the application along with my check stubs to the Amerihome's loan solution center on May 21, 2024. I followed up two weeks later and was told they were missing copies up my check stubs although they were uploaded to the portal. I was told to email check stubs instead, so I did on along with application between June 9th and June 11th. On June 27th I received a letter saying my package was complete and Amerihome has 30 days from June 11th to review my information and make a decision. It should have been 30 days from May 21, 2024 since that's when all of my information had been uploaded to their portal but someone failed to review it. I followed up around July 11th which would have been 30 days from June 11th and was told they needed additional paystubs. I submitted those paystubs on July 11th and am now being told they have another 30 days from July 11th to review my application. I don't think this is right since I uploaded everything originally on May 21, 2024. I have called multiple times and am being told the underwriter will review everything. I don't trust that it will be reviewed in a timely manner since it keeps being extended 30 days. I attached a screenshot showing my documents had been uploaded on May 21, 2024.
Business response
07/19/2024
Thank you for forwarding K****** *******'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of K****** *******'s loan to ensure that their concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
07/19/2024

Complaint: 22013499

I am rejecting this response because:
I would like to bring this matter to close once Amerihome has followed up with me directly. I spoke with a Representative this week who said she marked my file for follow-up and no one reached out.

Regards,

K****** *******

Business response
07/22/2024
AmeriHome values all customer feedback. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
07/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22013499, and find that this resolution is satisfactory to me.

Regards,

K****** *******
Initial Complaint
07/18/2024
Complaint Type:
Customer Service Issues
Status:
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.
I called several months ago to start a land release of the amount of less than 1% of my land. The lawyer sent the paperwork in twice by mail and once by email. Amerihome claimed they were never received. I have called and emailed multiple times and get generic responses and never get an explanation. The lawyer sent another package via FedEx and we sent an email and finally were told it was received. We were then told it was an "exceptional" request and would take another 30 days. After waiting 30 minutes on the phone today I was disconnected. I called back and waited another 30 minutes. The representative was unable to contact anyone in the special products department. I have been told that each time I have tried to contact someone. I have never experienced such negative customer service experience, or I should said lack there of. It is impossible to reach anybody there other than someone working from their kitchen that has not idea and advises me "there are many self service options on our website". There is not!!! I would love an explanation as to why I can not speak to a human in the correct department, why did you never receive and process the mail I sent in a timely manner, and what is "exceptional" about less than 1%.
Business response
07/19/2024
Thank you for forwarding C**** *****'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of C**** *****'s loan to ensure that their concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
07/19/2024

Complaint: 22010421

I am rejecting this request response because: I have been told by customer service representatives that they were going to request someone to call me and I have requested so via email, and it has not happened. I am hesitant to believe I will be contacted by the appropriate people.

Regards,

C**** *****

Business response
07/22/2024
AmeriHome values all customer feedback. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Initial Complaint
07/15/2024
Complaint Type:
Billing Issues
Status:
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.
I paid my mortgage online on 7/2/2024, my account showed that entire time that the payment was made and no payment due to AmeriHome again until 8/1/2024. On 7/11/2024 I received an automated call to contact them, I did and they told me my payment did not process. They attempted to take it out of a 2nd account I have listed on my payment choices even though I had chosen a different payment method, the 2nd account did not have enough funds which is why I did not choose that one to begin with. I have emails showing they attempted to deduct the payment from the wrong form of payment, I verified account/routing numbers with them and all was correct. I have now made the payment again, from the same account as of 7/11/2024 and still nothing has been deducted. Doing research online shows this mortgage company has had shady business practices in the past and some people actually being faced with foreclosure due to their negligence. For reference I included pictures showing that my payment had been submitted and then the account that was declined which was the incorrect payment method that I did not choose when making my payment. My correct payment method (from Hometown Community Banks) has never even had an attempt made at deducting the funds. I have called to check with them multiple times.
Business response
07/15/2024
Thank you for forwarding Mrs. S*****'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mrs. S*****'s loan to ensure that his/her concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
07/15/2024
After filing this complaint, Amerihome suddenly processed the payment. I would still like an investigation into their practices as I was still charged a late fee as well as dinged on my credit report for having a late payment even though I had submitted the payment on time originally.
Initial Complaint
07/11/2024
Complaint Type:
Billing Issues
Status:
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.
Was in process of selling home a year and a half ago. When came to final inspection, it was found that a pipe had busted and flooded the house. That cancelled that sale. Have been having a very difficult time with mortgage insurance to release funds to repair house. We finally got contractors to go ahead and finish but put a lien on the house. In mean time house had been foreclosed on and would not have happened had they released the funds because it would have been sold a long time ago. Here we sit again ready to sell a few days till closing and now because contractor had to be paid at closing we are owing money which shouldn’t be happening because the mortgage insurance has the money to pay them but will not do it. Grrrrrrrrr. For a YEAR AND A HALF!!! Been dealing with this bs
Business response
07/11/2024
Thank you for forwarding Mrs. H*****'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mrs. H*****'s loan to ensure that her concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
07/11/2024

Complaint: 21969215

I am rejecting this response because: I have not been contacted and until they do by email or phone (please leave a voicemail if I do not answer) this is an issue holding up my sale.

Regards,

****** H*****

Business response
07/12/2024
AmeriHome values all customer feedback. We received your information and are reviewing the background in our effort to provide a swift resolution. We kindly appreciate your patience.
Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
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.
I previously had a mortgage through amerihome. the home was sold on 6/2023 . I am trying to buy a new home now and cannot get past the credit check due to amerihome showing a 60 day late payment for 11/2023. I did not own the home at that time so i cannot have a late payment. I have contacted their customer support multiple times. they claim to have submitted a work order to resolve the issue. that was on 5/20/2024. amerihome claims that is may take as long as 21 business days. after the 21 business days it was still not resolved. i was then told it may take 30 business days. whenever is request a supervisor they would tell me they are the person to handle this issue (was told that by multiple representatives, and the only contact info they would give for the department handling the work order was a fax number. i sent multiple faxes with no response. ive had previous problems with amerihome reporting late payments on my account when i did have a mortgage with them. those previous reports to credit were supposed to be removed and were not. i waited until those previous incorrect reports has past 1 year so i can get a new loan and now im dealing with credit reporting for a late payment on a loan that is paid, closed, and purged. i have been advised that false credit reporting may have legal repercussions but im not trying to go that route
Business response
06/24/2024
Thank you for forwarding Mr. S******'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. S******'s loan to ensure that his/her concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello. When you entered my loan details into your system you mixed up my wfie's name and mine (and our social security numbers). You keep reporting to Equifax that my name is my wife's name. I keep having to dispute that information off my report. Can you please fix this so this will stop happening? I am unable to call your customer service as your phone system says my loan was transferred and won't allow me to reach a representative. THE NAMES AND SOCIAL SECURITY NUMBERS ON MY LOAN DOCUMENTS THAT I SIGNED ARE CORRECT. Please can you update your systems to reflect the loan documents and stop reporting my name as my wife's name to the credit bureaus. Thank you very much for your help..
Business response
06/12/2024
Thank you for forwarding Mr. A*******s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. A*******s loan to ensure that his concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
06/20/2024
Hello BBB, I never received your email saying the business had responded. I checked my junk folder, etc., and nothing. Please close this complaint as I ACCEPTED their response. They reviewed my account and corrected their mistake. Thank you!
Initial Complaint
06/10/2024
Complaint Type:
Billing Issues
Status:
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.
I have been attempting since Dec 2023 to collect an overpayment check from a home I sold in July 2022 from AmeriHome Mortgage with no success. I've called numerous times over the months, each caller says they'll email the department and I'll get a callback and never actually get a callback. I recently called on 6/7/24 again, and the girl informed she couldn't put in a ticket because it's a close loan so all she could do was follow up again (just like the multiple others) in regards to why this check has not been reissued to me. I would like to speak with someone who has actual authority to get this check issued because next month July 2024 will be 2 years this money is owed to me, and unlike when you get a loan and pay interest, this company is not going to pay interest for holding money owed to me.
Business response
06/10/2024
Thank you for forwarding Mr./Mrs. A**** concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr./Mrs. A**** loan to ensure that his/her concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Initial Complaint
06/07/2024
Complaint Type:
Billing Issues
Status:
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.
My home mortgage was sold from Amerihome Mortgage to another company. After the fact, I discovered an uncashed/undeposited escrow refund check from Amerihome. I deposited it, but the funds were taken back out of my account due to a "Stop payment" being issued (it was past the 180 days so the check was voided). My current mortgage company has confirmed that the funds did NOT transfer when the mortgage was sold, meaning, unless they reissue the check to me, the amount ($2,408.19) is lost. I've spoken with Amerihome 6 times over an 8 month period, each time being told the check would be reissued to me (with different variations as to why it's taking so long and what I need to do on my end). It is apparent to me that they are giving me the runaround and seem to have no intention of sending me my money. I'm not looking for damages/pain and suffering, or anything extra like that. I just want the $2,408.19 that belongs to me.
Business response
06/07/2024
Thank you for forwarding Mr. G******'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. G******'s loan to ensure that his concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Customer response
06/08/2024

Complaint: 21813572

I am rejecting this response because:
I don't "reject" their response per se. I'm just reporting that, due to them evaluating my account, the issue isn't resolved as of yet.

Regards,

******* G******

Business response
06/10/2024
AmeriHome values all customer feedback. We received your information and are reviewing the background in our effort to provide a swift resolution. We kindly appreciate your patience.
Customer response
06/15/2024

Complaint: 21813572

I am rejecting this response because:

Regards,

******* G******

I have been patient for 8 months now. At the start of this mess yall told me to expect the refund check within a certain time frame (4-5 weeks I believe). With each correspondence, that time frame got progressively larger, along with the list of "things I had to do on my end." Now I'm not getting a time frame at all, and you are just telling me to be patient. I think 8 months is long enough for my patience. Are you going to send me the check that you owe me (and, at one time, promised me) or am I going to pursue legal action, which I can promise you will demand more than just the amount that you currently owe me.

Customer response
06/15/2024
Actually, rather than get a lawyer (and spend even more money), my next step would be to contact the CFPB. I know I already rejected their Amerihome Mortgage's "solution," so feel free to let them know about this message if you think it would help finally get them to take my needs seriously.
Initial Complaint
05/17/2024
Complaint Type:
Billing Issues
Status:
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.
Company AmeriHome Mortgage Company, LLC Balance is $204,671.36 Loan Number: 011*****65 Address is 2230 N front Street Purchased property July 2018 3.125% Rate | FHA | 30 Year Term During the period of April 2020 to December 2021, AmeriHome Mortgage incorrectly reported my payments as past due while I was on forbearance. Despite multiple calls to address this issue, including assurances from a supervisor that the error would be corrected, the inaccurate reporting has persisted. This has had a significantly negative impact on my credit report, despite my consistent and timely payments. The customer service I have received has been inadequate and unresponsive to my concerns. I request immediate correction of my credit report to reflect the accurate payment history during the forbearance period. Balance is $204,671.36 Loan Number: 011******5 Address is 2230 N front Street Purchased property July 2018 3.125% Rate | FHA | 30 Year Term
Business response
05/17/2024
Thank you for forwarding E*** *********'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of E*** *********'s loan to ensure that their concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.
Initial Complaint
05/15/2024
Complaint Type:
Billing Issues
Status:
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.
My mortgage # is 018*****92. This company has multiple times refused to take my online payment while the funds are in my account I'm trying to pay with. I have spoken with multiple customer service reps trying to get this fixed. I find it completely unfair that this company seems to lock me out of my online payment option for no real reason that I have received from anyone with that company. They have applied fees to my account that they accept online payment for but when it comes to accepting my mortgage payment online it seems to continually get refused for a reason that is simply not accurate. I am being forced to take unnecessary actions such as purchasing cashier's checks, paying for postage, and tracking for a simple transaction that I should not be punished for. I would like to be able to make normal payments online with a reliable schedule for when they will accept and reject these payments. I don't understand why someone who is trying to make house payments has to incur extra expenses to do so.
Business response
05/15/2024
Thank you for forwarding Mr. C*******'s concerns to our attention and allowing us the opportunity to respond. AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner. Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. C*******'s loan to ensure that his concerns are addressed. Upon completion of our review, an AmeriHome representative will respond directly to the customer.

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