Complaints

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:14/01/2025

  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 applied and was approved for a loan with Alpine Credits. I went to the lawyers and signed all the documents. After all was signed I expected a deposit as per our contract. Then they said I must have an appraisal except before the signing they said I did not. Alpine credits then decided to not loan me the funds. I am responsible for paying the lawyer bill of $756.00 Alpine credits told me to submit the invoice and they would reimburse me. I did that. Now they are refusing to pay me back. When I call they disconnect me continuously. I emailed asking for the CEO contact information so I could make a complaint. They refuse to give me that information.

  Customer Answer

  Date: 15/01/2025

  I would have been OK with Alpine paying  the lawyer directly but they did not. 

  I have a new contract with a new lender and this invoice is included in my contract for payment.

  The invoice is in my name, not Alpine Credits' name. Which makes it payable by me. Therefore Alpine is required to pay me.

  i have included the invoice and two emails where the contact states they will pay the invoice.

  again, this invoice is included with a new contract with a new lender since the invoice was outstanding after Alpine put me through all the paces then reneged on their loan to me. 

  Customer Answer

  Date: 15/01/2025

  As I stated in my previous communication, the invoice payment is part of my new contract with my new lender and this law firm.
  So no. I do not want Apline credits to pay the lawyer. Then the lawyer would be paid twice. 
  The invoice is in my name not Alpine Credits' name therefore I am responsible to pay it.

  If Aloine was going to pay the invoice then they should have and could have anytime between Christmas Eve and yesterday. They did not pay it. They asked me to submit the invoice to be paid back. 

  I would appreciate it if Alpine credits reimbursed me since the invoice is covered under my new contract.
  

  Alpine said they would pay for the costs if I submitted the invoice which I did.

  so no I do not want Alpine Credits to pay the lawyer.  I would like them to do what they said they would do and pay me. They have my email address for e-transfer. It is ******************************

  they are fully aware that they asked me to submit this invoice but why they are reneging is beyond me. Just like why they reneged on the loan that was approved and signed for at the lawyers to which this invoice pertains to is also beyond me. They have been extremely unprofessional. I called them and was hung up on 17 times yesterday. 
  

  I asked for the name and contact information of their CEO and they refuse to give me that information. 
  

  Thank you for your time looking into this unfortunate situation.

  Customer Answer

  Date: 17/01/2025

  Attached are 2 email messages from the contact at Alpine Credits where it states that the invoice would be covered by them. 
  Since the invoice amount hands been worked into the new contract with the new lender and RDM Law firm, that means I am paying the invoice. The invoice is in my name. Therefore Alpine Credits' needs to reimburse me. Alpine Credits has had this invoice from me for over a week now. 
  Thank you for your time on this matter. 

  

  Business Response

  Date: 27/02/2025

  Hi ******,
  We hope you're doing well.
  We have confirmed with the vendor that no payment has been made for the signing appointment. To proceed, please provide proof of payment to the vendor or have them forward the invoice to us. Once we receive the invoice, we will be able to process the payment.
  If you have any questions or need further assistance, please let us know. Were happy to help.

  Best

   

  Customer Answer

  Date: 04/03/2025

   
  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.
  

  I have attached the copy of the paid invoice. Alpine Credits was sent this copy some time ago however since they claim to not have it already, I have it for your and their viewing. 
  

  I notice they did not specify how payment would be made and how long to process the payment was omitted as well.

  Please e-transfer me the $756.00

  to ******************* immediately. 
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 18/03/2025

   
  Complaint: 22811570
  
  I am rejecting this response because:

  I am asking for it to get reopened because I have not been paid from Alpine credits which they agreed to pay. I provided a copy of the paid  invoice through the BBB mediation, they had received it via email two weeks prior though they claimed they did not.
  I sent an email asking the status and have not received a reply.
  Since they told the BBB that they would reimburse me I thought they were being serious about it however they have not paid me back even after the BBB helped to mediate this issue. 
  
  Thank you,
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 03/04/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/12/2024

  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.

  We paid out our second mortgage with Alpine Credits. According to all documents that we signed the mortgage discharge fee is $75 plus the principal balance and the accrued interest to the closing date. Please see the attached disclosure statements.Instead of only that amount the Alpine charged the following additional fees (please see the Amur Discharge statement):Holdback Contingent on November Payment Clearing: $*****.00 Legal Fees: $695 We contacted Alpine regarding this, but no response from them.We contacted the Imperium Law that was handling the discharge of the mortgage and we got the following answer:The holdback charge will be paid back to our account after our last monthly payment payment from November 15 is cleared. This does not make any sense because we were charged direct debit, and payments are cleared immediately. We are still waiting for that refund.The Legal fees are Alpine legal fees, but they have to be paid by us. This was never disclosed in any of the documents that we signed with the Alpine.We require that the amount of ***** + 695 = $2,100 be deposited to our account as soon as possible.

  

  Business Response

  Date: 05/01/2025

  Dear *****
  Thank you for reaching out to us with your concerns.
  Please note that all pre-authorized payments require a waiting period of 10 to 15 days to confirm clearance, regardless of when they appear as debited from your account. Regarding the cost to discharge a mortgage in ****************, the fee is $75. However, Alpine does not have control over the legal fees charged by *******************
  As a one-time gesture of goodwill, we are pleased to credit the fee of $695.00 to your account. This adjustment has been noted and will reflect accordingly.
  Should you require further assistance or have additional questions, please feel free to contact our office at **************.
  Thank you for choosing Alpine Credits.
  Best Regards,

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22634993
  
  I am rejecting this response because:

  It is false:

  FIRST - There was no document signed by me stating any additional closing charge except clearly stated $75. No additional charge was ever disclosed to me, and again there is no signed document with any disclosure of additional charges.

  SECOND - I got my money back only when I threatened them with a legal action.  Even at that time they tried to bully me with their lawyer who was sending bogus, completely unrelated documents. Not to mention a phone conversation that sounding like from some bad Hollywood movie. At the end when I stayed firm to go to the *** they deposited owning money back. It is shameful that they are saying it is a good will gesture when it is definitely not.
  

  Note - if I was late with my payment like they were then they would charge $150 plus daily interest.

  This means that if they want my satisfactory response then the Alpine should pay late fee ($150) plus 5 days of 1% per diem interest ($34.75)

  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:18/11/2024

  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 signed a pad agreement with Alpine that allowed for direct payment to them they processed several payments with no issue and then I borrowed more money, they deposited into the correct account.On Nov ******** they did not withdraw the payment and I was contacted on Nov 4th and advised them the money was there in my account.I received an email demanding the payment (653) along with an NSF fee of approx $170 and for me to submit my bank information again.I have exercised my rights under RULE H1 and the signed pad agreement and I have terminated payment by ***, however I am being harassed and threatened by them despite not being in arrears any more (I bank transferred$653 to the account # they asked me to).They refuse to/ acknowledge my right to cancel PAD

  

  Business Response

  Date: 17/12/2024

  Dear ****** ********,
  
  Thank you for your inquiry. We understand your concerns regarding the Pre-Authorized Debit (PAD). We can proceed with removing the **** however, as per the terms of your mortgage agreement, we will require an updated Pre-Authorized Debit account number to be submitted to our office by December 27, 2024, to ensure a seamless transition for the January payment.
  
  As a goodwill gesture, we have already reversed and credited the fees incurred from the most recent NSF transaction on your account.
  
  We are here to assist you and address any questions or concerns you may have. Please dont hesitate to contact us or reach out to your mortgage broker directly for further support.

• Initial Complaint

  Date:08/05/2024

  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.

  We got a secured loan thru ALPINE CREDITS in APRIL 2024.By some kind of poor judgement, our BROKER had our funds deposited into a bank account deposited into someone else's account!!We need this problem fixed ASAP.

  

  Business Response

  Date: 22/05/2024

  We have been in regular communication with the borrower and the borrower claims his e-mail account was hacked; however, all communications with the borrower have been to the same e-mail address.  The borrower received independent legal advice and has been in regular communication with the same lawyer and our conveyancing lawyer. 
  
  The recommended course of action to the borrower was to contact the **** and that we would cooperate wherever needed. 

  Despite numerous requests to the borrower for the **** file number and any additional information, the borrower has not provided this information and continues to try and communicate with our sales team.  Given this is now a police case, our sales team cannot be of any further assistance other than to provide requested information to the authorities.

  Customer Answer

  Date: 22/05/2024

   
  Complaint: 21683247
  
  I am rejecting this response because:

  The response from Alpine was what would be expected!! It is not fully correct and we have not come to any resolution thus far!

  I did contact the **** before they ever suggested it, and brought that up to them that i was going to do that and ***** thought that was a good idea. It was not suggested by them!

  Since April 24, 2024 after ALPINE sent me an email saying (thanks for putting your trust in us) your fund should be in your account type thing.

  I checked my account then the one that we signed with our lawyer ***************************** on April 16, 2024 directing Alpine to deposit into my wife and I's CIBC account in ***************

  On April 25, 2024 I checked our account as given by us/lawyer no *****. Again i contacted ***** at Alpine she advised then that give it time some banks take 24 hours, i thought that was strange, but also for security maybe that was correct. The 26th still NO ***** deposited into our account. Never once did *****/ALPINE said that they would check into it or call the money back! Just saying funds were deposited!!!! Finally on Saturday April 27, 2024, I contacted CIBC customer service to check my accounts to see if anything was on HOLD or something, NO!!! CIBC there was NO funds in our accounts or on HOLD anywhere in the system. I did email ***** and notified her again that NO ***** to our account given to her by our lawyer!!!!

  There as some emailing back and forth as to where the MONEY went and ***** did nothing to try to find where the ***** went to my knowledge!

  On April 29, 2024 I sent ***** an email with our EFT slip asking her if she put it in the proper account. That is when she responded by email with a copy of a VOID cheque FAKE as one could get with some ***************************** with a Winnipeg address and a TOTALLY DIFFERENT ACCOUNT/TRANSIT number in ***********, along with a TOTALLY new EFT form FORGED signatures on it and really different than the original one our lawyer directed ALPINE to use!!! This was apparently sent to her from my email address and she took it at face value with out confirming with me, or my wife or our lawyer!!!

  It was ***** that said I must have be hacked not me at first. She also went on to say later maybe it was someone I knew etc... I thought that was strange too!!!

  Our biggest complaint is that *****/Alpine should NEVER have accepted that email about a change in deposit without confirmation with a phone call, ALPINE should have checked and confirmed the deposit went into the proper account once I told them on the 24, 25, 26 etc they did not try to RECALL the ***** back a HUGE ERROR. This is what all parties on my end are saying including the police, lawyer CIBC etc.

  As for any hacking I am dealing with that and many are working on that too!!!! why beyond my control that is!!

  *****/Alpine keep saying it not her/their fault as they are going by our direction in the DEPOSIT, it was NOT our direction to have deposited into an account in ******** MB, and I NOT have an ADDRESS out there either. 

  ***** keeps saying in 18 years in this business it has never happened before! I would think NOT as I dont think one would be able to continue in FUNDING work after making a mistake like that. I have been around for 55 years and never been taken for $50,000.00 before to top it off we our paying monthly payments for money we DID NOT receive!!! CRAZY... 

  I told ***** to start taking the money out of that account too and she said they could not do that!! STRANGE!!! 

  What a REAL MESS THIS IS with ALOT of STRESS, AGONY and HEARTACHE we need a SOLUTION ASAP!

  As for *****/ALPINE asking for police file numbers I never heard anything about that until this past Friday May 17, 2024 where their lawyer ******* called me about 6 pm our time and asked me for them and after conversation they were given to him... BOTH **** and OPP file numbers along with Lawyers and OPP officers name etc. 

  Alpine seems to be missing some important info!!!!

  I can give you many, many emails related to me asking for the ***** and ***** accepting NO responsibility etc.. but pass blame onto CIBC, TD, IMPERIUM LAW, ***************************** and a HACKER.... 

  I have tried many times with ALPINE, IMPERIUM LAW etc. to settle this as an ERROR but no!!!

   

  CCAO CIBC is also involved now and are also investigating.

   

  Hopefully BBB can do something.

  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:16/08/2023

  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.

  during final stages of a loan, negotiation, new and undisclosed terms were introduced and put through on my agreement without my permission or consent, or prior knowledge

  

  Business Response

  Date: 20/10/2023

  Dear *****,

  We sincerely appreciate you bringing your concerns to our attention.
   At Alpine Credits, our goal is to maintain transparency and ensure that our clients are fully informed throughout the loan process.
  Regarding the concerns you raised:
   As is standard practice and as disclosed in our documents, the deal was sold to a private lender. This is a common procedure, and this is mentioned in all our initial disclosures to keep our clients informed.
  We understand that sometimes the intricacies of the loan process can become complex, and that's why we're here to help.
   If there is any confusion or if you would like a detailed explanation, *****, who was in charge of funding your deal, will be more than happy to discuss this matter with you. You can also contact us directly for further discussions or clarifications.

  
  Your trust and satisfaction are paramount to us.

  We apologize for any inconvenience or confusion you may have experienced, and we are committed to resolving any concerns you might have.'
  
  

  Customer Answer

  Date: 21/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Alpine credit is not addressing my concern directly. when new items and articles are introduced after both parties have agreed to the loan details, it is  breech of contract.

  I do not expect your reply of loan intricacies as a valid reply to my concern.

  All intricacies Should have been disclosed and agreed-upon prior to the loan being finalized.

  I understand the product was sold to a private lender. That is not my concern.

  My concern is that that Alvir the agent Advised there would be new conditions and methods of paying the loan which were not discussed earlier or in the contract. These new terms were only advised to me after I had agreed to go ahead with the loan. this is a breach of contract, and this is a breach of trust. I do not trust that agent, and I have advised his superiors that I do not trust him. Your response to me to follow up with him again in light of what has happened is unprofessional. 

  I do appreciate the interception and correction and clarification attempt made by ***********************, VP. sales.

  *********************** is aware that the trust between me and the agent has been broken . ******  advise that my file has been transferred to another agent.

   

  I do not accept Alpine credits reply to my concerns, They are sidestepping the issue and trying to ******** nothing happened.

  I will never do business with them again.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/11/2023

  Hi *****,

  The *** package you received, unfortunately, included a *** form intended for our in-house lenders.
   We understand that this may have caused confusion.
  
  First and foremost, please accept our sincerest apologies for any inconvenience this has caused. 
  It is our priority to ensure that all communication and documentation we provide to our clients is clear and accurate. In this instance, we fell short, and for that, we are genuinely sorry.
  
  I want to clarify that the terms of your loan have not been changed or affected in any way by this oversight. The inclusion of the *** form was an administrative error and did not impact the agreed-upon conditions of your loan.

  Best

  Alpine Team

  Customer Answer

  Date: 07/11/2023

  
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:20/06/2023

  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.

  I applied for a home equity loan in may 2023and they didn't qualify me for the loan but still charged me fees and they put a lien on my house for amount of loan that I didn't recieve

  

  Business Response

  Date: 25/07/2023

  The mortgage is discharged at this time, and only 3rd party costs were paid (no Alpine fees were received).  Unfortunately, after receiving the 3rd party appraisal from a certified appraisal company, the appraised value of the property was much lower than expected and we were unable to offer a home equity loan solution.

• Initial Complaint

  Date:18/01/2023

  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.

  Was sent renewal documents in middle of December with a 30%increase in payments. Renewal date was January 15th. They were away over Christmas and didn’t provide payout information to new lender when asked. Now they want to charge me another 4000$ to get out of contract even though we didn’t renew.

  

  Business Response

  Date: 17/04/2023

  We worked directly with the client to come to an agreeable solution Tell us why here...

• Initial Complaint

  Date:09/01/2023

  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.

  Currently have a second mortgage with Alpine credits. Have been experiencing financial hardship and as a result have missed a few payments.
  
  I requested from Sarah for options to assist with payments which she said there were basically none. Since I know I have equity in our home I requested to refinance. She said she would send over to the brokerage team and I would here back. Never heard back… brought this up a second time and was told this would be escalated to management. Weeks later with not hearing back and wasting time I have been forced to look elsewhere for refinancing as time is running out.
  
  Now Kathy is calling very rudely looking for constant updates. On Jan. 5th I finally told her that this is 90% alpine credits fault as no one there ever responds or gets back to me. I was then rudely hung up on.
  
  I now come to find out that alpine basically forced the use of their lawyer ******* *** who does not provide proper legal advice reguarding alpines ******** ************. I was not given an option to use my own lawyer as everything was automatically sent to *******.
  
  Please have upper management contact me immediately to resolve these issues.

  

  Business Response

  Date: 10/01/2023

  Dear Mr. ******;
  Our team has been trying to provide you with regular communication to help with your current situation.  Unfortunately, when a borrower misses several payments in a short period of time, the lenders need to take necessary actions to protect their mortgage investment which can include not renewing the mortgage or starting foreclosure proceedings.
  
  We can assure you that we do not have any commercial relationships with any of our third party service providers.  In particular, the *** lawyers that are used in our mortgage transactions act on behalf of the borrower (you) and not Alpine.

  Best