ComplaintsforUpstate Premier Mortgage, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with this company since December 12th of 2023. I was been kept on board promised we were getting our home. I have never had anxiety or depression in my life until all of this happening. The loan officer Jesse C*** kept saying it's happening happening. Well beginning of April we get told bank won't approve. He talked us into going for another home promised it was going to happen. Got all set nothing nothing. May 15th supposed to close nope didn't happen. June 3rd nope nothing. June 28th supposed to close nope. Got called July 8th can close July 10th 3pm. Well got called 2pm July 9th oh something came up someone else's fault. Waited 2 more weeks with no answers or updates but then get told that the underwriter was on vacation to Hawaii that's why it took much longer. Then 3 weeks no word but soon. Well sellers are backing out again on second house trying to get. Loan Officer Jesse Card would swear at me when I questioned things and has told me to adjust my medication. Well this was so unprofessional dealing with this company now going on 8 months. I lost out on over $2,000 between appraisals and deposits . When asked to speak to supervisor to get answers, supervisor doesn't respond and loan officer just laughs at you when you ask for solid answers. Very unprofessional place and people. We were informed today that we are still on hold when deadline is Friday for everything. No explanation as why it is taking any longer oh just now it's Huds fault. Also Jesse Card has laughs to the people on my house buying team about how he ignores me because he doesn't want to hear it. Again, Very Very unprofessional

  Business response

  08/08/2024

  Mr ***** applied for a mortgage in December of 2023.   At that time, he was prequalified for a mortgage per the lender, ***** **** ********.    He found a house and the lender conditonally approved Mr ***** pending additonal documentation from him as well as acceptable title and appraisal.   When the appraisal came back there were numerous things that needed to be addressed before the lender would accept the property, including electrical repairs and others.   Due to the repairs that were needed the client had to move on to finding a new home to purchase.     Once the client had a new pruchase offer, it was again submitted to the lender, ***** **** ********.   After a drawn out process of getting information from the clients employer, it was determined by the lender that the client actually worked for 2 different employers rather than just one.   Our records indicated that he worked under one company with 2 diffenret pay grades and w2s each year .   This information was sent all the way to the underwriters at HUD and they agreed with the lender that he worked for 2 differnet employers, which disqualifed him from getting a mortgage.    Many rules have changed since the pandemic and income/employer guidleines have changed as well.   We believe this is what happened.   Unforetunetly the client was upset and we were as well.   I will be refunding the appraisal money to the client as I understand the frustration they have gone thru.  

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I will not accept offer until proof that funds are being sent.
  Regards,
  ****** *****
  
  
  
  
  

  Business response

  08/27/2024

  I refunded her the appraisal money.    That check has already been cashed. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about September of 2021 we contacted Jessie C*** at Upstate Premier Mortgage to pursue a refinancing of our mortgage. We were strung along for two years. We have over 50 closing disclosures and many emails that we were closing tomorrow or this week etc. When it got to the point we were unable to maintain Jesse told us not to worry as he would handle our mortgage company. He was putting payments in they were bouncing and he was pulling them back out. We ended up getting a letter that our mortgage went to foreclosure. Jessie kept saying not to worry and sending us emails that our closing was about to happen. We reaffirmed on our mortgage at a hefty price. The total came to 16,150.77, increasing our payments by 50 a month. Our credit went from the 700s to now 500. Credit accounts are now closing and interest is unmanageable. While this was happening we were being told not to worry because Jesse would loan us the refi amount. He sent us promissory notes. For two months he was coming with a check and a note that would end this. He never showed. The financial devastation is overwhelming. There was about eight times appointments were made with our lawyer to close. Our lawyer finally said no more. Again over and over we were told of the promised closing. Had we not been lied to so many times we could have done other things like, keep up with mortgage and filing bankruptcy. Maybe while our credit was still good we could have explored other options. We filed a complaint awhile ago with the consumer finance protection agency and the company refunded our appraisal fee. However this scam was much bigger than that. The last time Jessie C*** offered to loan us the refi amount we did not respond. He actually attempted to pay our utilities but his checks bounced and cost of us more stress money and h***ship. Again we were told not to worry. He sent us his bank statements showing us he had the money to loan to us to fix this all. I have hundreds of pages of documentation.

  Business response

  03/11/2024

  
        Please accept this letter as my response to the complaint filed from the clients **** and ******* ********. 
  
  
  Mr. and Mrs. ******** reached out to my Loan officer Jesse C*** on or about September 2022 inquiring about a possible refinance of their home at *** ******* ***** *** ****** ** *****.  He has done a few other transactions for the ********s over the course of his 19-year career as a mortgage originator and it has been a pleasure to help them each and every time.  This particular case was met with a few challenges along the way and made it tough to achieve the outcome any of us wanted. When they applied, Jesse  went through the normal process like we do any other loan and it was submitted to United Wholesale Mortgage as that was the lender we used when we did the prior refinance. Upon ****** ********* ********'s review, it was discovered the initial total debt to income ratio was too high for the conforming 30-year program, so it would come down to overall value and what else could be paid off to help this qualify. The appraisal was ordered and completed with-in 10 days and the value came in at $206,000.  We then reviewed everything as a whole and tried to pay off an additional debt to help the ratios but we were still not able to get an approve/eligible through the Fannie Mae desktop underwriting system. We proceeded to keep working on this trying to do as much as we possibly could to keep it alive and in process.  At the end of October 2022, they missed a mortgage payment due to the overwhelming debt load and payments that they had to make. The Fannie Mae guidelines state that a loan can only have one 30-day late payment on the mortgage, so we proceeded with explanations and other proof to help United wholesale mortgage with getting this approved, as the time went on more issues arose and a second payment was missed and at that point United Wholesale Mortgage declined the loan and we were stuck with trying to figure out options. We did everything in our power to work and try to get this loan approved for the clients but could not find financing for them. The other options we looked at included potential h*** money lenders but we could not find one to meet the ********s’ interest rate needs. We did all we could and spent hours and hours trying to assist the ********s with their mortgage needs but due to some pre application issues and some post application events we could not assist them.   We have since refunded the client the cost of the appraisal.  
  
  

  Customer response

  03/13/2024

  Our refi experience with UPM specifically Jesse C*** was a nightmare. We have had save our mortgage from foreclosure. We had to sell a car since we could no longer afford to make payments. Jesse told us not to worry about making payments he would take care of it. He was putting payments in backing them out and bouncing them. He said not to worry as the refi would take of it all. IT DID NOT HAPPEN! We kept getting emails and texts stating we were closing and yet nothing. This got so far in we couldnt get out. We had to redo our original mortgage costing us  a great deal more, raising our payments and financing costs.  

  Business response

  03/20/2024

  Response to complaint

  Mr. and Mrs. ******** reached out to my loan officer Jesse C*** on or about Late 2021 inquiring about a possible refinance of their home at 295 Charles Kelly Rd, Oxford NY 13830. Jesse has done a few other transactions for the ********s over the course of his 19-yearcareer as a mortgage originator. This particular case was met with a few challenges along the way and made it tough to achieve the outcome any of us wanted. When they applied, we went through the normal process like we do any other loan and it was submitted to United Wholesale Mortgage as that was the

  lender we used when we did the prior refinance, and it was also the lender that had the best terms for our client.   The loan file was submitted to the lender and processed thru there underwriting department.   The purpose of the loan was refinancing their current home and also paying off additional debt.  The lender conditionally approved the loan, and required additional documentation from the client as well as an appraisal on the home.   We ordered an appraisal on the home, and a few weeks later the appraisal came back and the value came in quite a bit lower than we had estimated.   Due to this, we could not pay off very much additional debt because there was not enough equity in the house.  After the appraisal was submitted to the underwriting department, the underwriter could not approve the mortgage because the clients had too much outstanding debt that we could not pay off.   At this point Jesse could not move forw*** with the refinance mortgage at UWM, so he attempted to find alternative lending at other lenders.
  Jesse did all he could and spent hours and hours trying to find suitable lending for the ********s, but could not assist them.   Every lender we spoke to gave us high hopes in helping the ********s, but ending up pulling the rug out from underneath us at the last minute.  We pride ourselves at Upstate Premier Mortgage in trying to go above and beyond for our clients to find them suitable lending.
  
  Thank you   

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