Complaints

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

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American Pacific Mortgage has 81 locations, listed below.

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  American Pacific Mortgage

  3000 Lava Ridge Ct Ste 200 Roseville, CA 95661-2803

• 

  American Pacific Mortgage

  4900 Meadows Rd Ste 100 Lake Oswego, OR 97035-3195

• 

  American Pacific Mortgage Corporation

  130 S Comstock Ave Ste 109 Sutherlin, OR 97479-9409

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  American Pacific Mortgage Corporation

  26837 Maple Valley Black Diamond Rd SE Ste 101 Maple Valley, WA 98038-9917

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  American Pacific Mortgage Corporation

  811 W 16th Ave Spokane, WA 99203-2134

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:06/08/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 were scheduled to do a simultaneous close on the home we were selling (*****************************************) and the home we were buying (************************************************). ****** ****** was the buyers lender of the property we were selling. Our real estate agent, ******* ********, reached out on Monday, 5/12/25 to confirm the clear to close with ****** ******, who confirmed we were clear to close on 5/14/25. Knowing this information, on 5/13/25, we loaded all of our belongings into a U-Haul truck which we hired movers to assist with. It wasnt until we arrived at our new home with the U-Haul on 5/14/25, that we learned ****** had not confirmed funds with a third party or given them the relevant information needed to wire the down payment of his buyer to escrow. We found out later that day that, the third party funding could take up to a month to get wired due to this error. They were able to expedite this, however this delayed our closing by a week. ******* and ****** have 2 children that were displaced due to this error. Kentons solution was to move back into the house and spend hundreds of dollars to pay movers to unload and then loan items back into the U-Haul. We ended up spending an additional $600 for a U-Haul and $1000 for an ******* When we expressed frustration their excuse was not making much money off of their buyer. I am lodging a complaint so that other families dont find themselves in this situation due to Kentons oversight in important matters and breach of fiduciary duties.

• Initial Complaint

  Date:06/25/2024

  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 am not liable for this debt with charter communications, I do not have a contract with Southwest Credit Systems,LP, they did not provide me with the original contract as i requested.

  Business Response

  Date: 06/26/2024

  Please be advised, this complaint does not appear to be pertaining to our company, American Pacific Mortgage Corporation. We are not affiliated with ******* Communications or **************** Systems, LP, which the individual submitting the complaint referenced. 

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On March 19, 2024, I was alerted by a credit monitoring company that a hard credit inquiry was done by American Pacific Mortgage on March 18, 2024. I have not applied for any type of loan at all and immediately called the company. I was transferred to multiple people before being told to speak to ***************************. I have left numerous messages stating the urgency of this matter and possible identity fraud with a loan application by their company. I have yet to hear back from them to address this issue. I have done my due diligence with the three credit reporting agencies but really need this company to explain how and who did an application in my name. They also need to correct the hard inquiry on my report as that directly effects my score. My next recourse will be calling the *** for a mortgage fraud investigation into American Pacific Mortgage.

  Business Response

  Date: 04/09/2024

  We have worked directly with the customer and resolved their concerns. Feel free and reach out with any additional questions or comments.

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because: The hard inquiry is still listed on my credit report and I am waiting for that to be removed. This is also effected my credit score due to the hard inquiry. This is not resolved until the hard inquiry is removed and my credit score goes back. 
  

• Initial Complaint

  Date:09/19/2023

  Type:Order 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.

  American Pacific Mortgage Company frauded me and refuse to rectify the situation despite acknowledging they are at fault. As a first time homebuyer using an FHA-government program through this lender, my partner and I signed multiple closing documents for our home on 5/01/2023 where the interest rate for our second mortgage (covering down payment) was ****%. The day after we closed, American Pacific Mortgage Company and their subsidiary Element Mortgage Company sold my mortgages to US Bank, in a deal that said our second mortgage has a ****% interest rate. This will result in over $11,00**** in charges and dinged credit score to us as we wait for this company to rectify their error with US Bank. Despite multiple pieces of evidence to prove American Pacific Mortgage Company/Element Mortgage Company is in the wrong, they refuse to rectify the issue or even answer my calls or my government-assigned mortgage counselor's calls. From their lack of communication, I can only assume American Pacific Mortgage Company/Element Mortgage Company is attempting to profit off me and the government using predatory and fraudulent, illegal lending practices. Avoid doing business with this company. I hope they do the right thing and fix this issue asap, considering my only home and well-being depend on it.

  Business Response

  Date: 10/05/2023

  Please note that we are currently working directly with the consumer regarding the above referenced complaint. We will not be posting any public response with confidential details.

  Customer Answer

  Date: 10/13/2023

  I am rejecting this response because:

  Hello,

  Regarding my complaint ********, for the record I want to state that American Pacific Mortgage is NOT working directly with me to resolve the dispute. They actively avoid my phone calls and only once reached out to say they are coordinating a response to my CFPB complaint. Over *************************************************************** at all. American Pacific Mortgage is negligent. 
  Thank you,
  A *******
  

  Business Response

  Date: 10/16/2023

  Good afternoon. American Pacific Mortgage is working directly with the consumer investigating their concerns and has offered a resolution.

  Customer Answer

  Date: 10/17/2023

  I am rejecting this response because: the issue had not been resolved and I've recieved very little contact from American Pacific Mortgage. 
  

  Business Response

  Date: 10/18/2023

  We are actively working directly with the consumer towards a resolution to their concern.

  Customer Answer

  Date: 10/19/2023

  I am rejecting this response because I am still waiting to hear back from APM. Hopefully by the end of this week. Thanks
  

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 04/17/23 I made a $2500 principal only payment to my mortgage. It was mistakenly reversed on 04/25/23, and "refunded" to me.06/01/23 I realized this when I noticed the discrepancy with the remaining balance. I called and explained what I was seeing, the mistake of the reversal was acknowledged, and they told me I should have received a check for the refund. I absolutely did not receive a check. I requested that the money be re-applied to the principal like I originally wanted, instead of sending another check. They agreed, and said it would take 3 weeks (wow! that's a long time) for the request to process.07/07/23 I realize that the money was never re-applied to my principal. I call to figure out why, and they tell me that they aren't allowed to re-apply it, they need to return it to me. But they didn't follow up with me to let me know or send me another check, they just let it sit in limbo for more than a month. They offer to send the money through ACH debit, and I agreed. I was surprised to verbally give my account number over the phone for this, usually a secure portal would be used. They said the money should be in my account by 07/17/***** wasn't there by then, and I called 07/18/23 to figure out why. They said it takes 10 business days ******* search says 1-3 for ACH debit?), but that the previous person gave the estimate on days not business days. So it should be in my account absolutely no later than the morning of 07/21/23.Surprise surprise, it's not there. And I need to call a 4th time, to continue pursuing this. It's been three months and counting.What I would like is for the $2500 to be returned to me, along with the interest that I've payed directly due to this gross incompetence.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The Problem started since 2022 of how our loan mortgage case was handle, the way you people have ** going around in circle, you people don't seem to be in sync by not communicating with each other, one of you would tell me one thing the other would tell me something else and the third one would have no clue. At times, time will go by, and I haven't heard from anybody, therefore I will try to contact them. ************************* told me he gets us a home and we believed him, now we found ourselves with no house, loss of money, mental and emotional distress and the only thing to show for is about a year and a half lost. They ask for **** dollars, in addition of the **** dollars we had before. the truth is we didn't have the money they knew this. Since the beginning ****** told us we just needed a letter saying the money was gifted, we gave that letter to them, now it's a problem asking where the money came from, they even ask my kids grandparents where they get their money. They said ***** from *********************************** was not doing what she needed to do, we took out a cashier's check and gave **** to ******* homes, then they said that that money cannot be used any more. in the meantime, ****** keeps saying not to stress out that everything was going to be ok, when realistic everything was not. At that point we have decide to leave everything and back off the Loan. We no longer want to continue we are hurting, we are disappointed, and emotionally we not good. We are even scared to go for a house again after this. This was a really bad experience for us, People supposed to be excited to buy a house all this give us was headaches. I am under the impression the ***********************************, knew that we were not going to get the loan, and still ask for money for the Down Payment and $650 for Appraisal. for a total of $2150, I think is more to this but is hard for me to explain. I have all the paperwork, email, text, and a lot of them does not make any sense. I don't know what to do.

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 got a mortgage through American Pacific Mortgage in August and was told to make payments via the website. Unfortunately for two consecutive months (October and November) the website has failed to process the payments and the company is trying to charge me fees for this even though I made sure to give them the correct information in back to back months by making the payments on the phone. When I reported the concern to numerous parties within the company and asked for them to waive the fees they all claim they can't reverse the fees, but the issue is not due to my fault. They're demonstrating what I view as predatory lending behavior by having a faulty website and charge fees for such nonsense. As a result I would like BBB to help me to get them to stop charging me fees. I will clearly never use their website to make payments but this is just simply an unethical situation they've created due to being a poorly organized company.