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:02/12/2025

  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.

  ***** ******* refinanced my property and NEVER sent me details in writing such as what the new interest rate would be or what my mortgage would be. She did so without my approval and I do know I signed a few papers that suggested my approval, but in my verbal conversations and a text message exchanges, she never presented me numbers that I asked for. Because she refinanced my home as an investment property she didn't have to explain to me that my interest rate would go up and my mortgage went up and this would NOT have been approved. Then, I am not even able to make the mortgage payments now because the monthly lease is nearly 500 less than my mortgage and ***** did this! She set this up and charged me over 5000 to do it! I never approved for this to happen and only the morning of when I signed the final cd did she email me individually and I never even saw the email or replied and them texted me to have her "boyfriend" **** *******, so there is a coonlict of interest and I was never explained the documents! And I never got the money she said I'd receive! She said I'd receive an escrow check $5,961.69 in the mail 45 days later.! I never did that was completely false! ****** ******* said she "crossed her ts" but the whole company is deceitful and do not abide by any consumer protection laws or ethics of the profession. ***** never sent me any breakdown of what my payout would be or the new mortgage or interest rate and I never approved to move forward with the refinance in the first place. She has committed fraud! She never sent me any HUD or cd statements that I have a chance to review prior to then sent her BOYFRIEND as a notary to have me sign documents on the day of closing! This is against the law to have someone with a relationship it's a conflict of interest. There aren't enough characters to write this situation.

  Business Response

  Date: 02/14/2025

  We acknowledge receipt of the complaint filed by Ms. ******* **** ******** regarding her refinance transaction and appreciate the opportunity to respond. After reviewing the details of this matter, we would like to provide the following factual clarification and supporting documentation:
  Response to Complaint Allegations
  Loan Terms Were Disclosed in Writing Prior to Closing
  Ms. ******** was provided with all required disclosures, including the final Closing Disclosure, via email prior to closing. These documents clearly outlined the loan terms, including the interest rate, monthly payment, and closing costs.
  We have attached a copy of the email correspondence sent to Ms. ******** detailing the loan terms before the closing.
  Previous Business Relationship and Intent for Investment Property
  This was the second loan we arranged for Ms. ********* Her first loan was for the purchase of a primary residence while maintaining the subject property as an investment property.
  She specifically expressed her intent to rent out the property due to ongoing legal issues related to solar panels.
  Clear Borrower Authorization for Refinance
  Contrary to the claim that she did not approve the loan, Ms. ******** initiated the request to refinance her home to obtain funds for home improvements, including a fence installation.
  Attached is a text message from Ms. ******** requesting information about refinancing options.
  Ms. ******** also paid for a new appraisal, which she was informed was necessary to determine both the property's value and the projected rental income. Her participation in this process demonstrates her knowledge of and intent to proceed with the refinance.
  Additionally, an email confirming final loan approval was sent to Ms. ********* personal email, in which she responded, Thanks so much for all you do for me. In this same email, she provided her availability for closing. This demonstrates her awareness of and consent to the transaction.
  Closing and Notary Signing
  The closing documents were signed in the presence of a mobile notary, who is an approved agent of the title company.
  Ms. ******** texted us regarding her availability for the notary and expressed satisfaction that the notary could meet at her home.
  At no point during the closing did Ms. ******** raise any concerns about the loan terms with us, the title company, or the closing attorney.
  Nature of the ********************* Loan
  This loan was structured as a ************ Coverage Ratio (DSCR) loan, which is specifically designed for investment properties.
  Ms. ******** signed a non-owner occupancy certification, acknowledging that this property was not her primary residence.
  As an investment property loan, it is considered a business-purpose loan, not a consumer mortgage loan. Accordingly, it is not subject to the same consumer protection laws as a primary residence mortgage.
  Ms. ******** acknowledged in her loan documents that this was a business-purpose loan and not for personal, family, or household use.
  Borrowers ************************Closing
  While we empathize with Ms. ********* current financial difficulties, it is important to note that mortgage brokers do not determine a borrower's ability to repay for DSCR loans. These loans are qualifying based on the propertys rental income rather than the borrowers personal income.
  Ms. ******** was aware that her interest rate would be higher due to the loan being a business-purpose DSCR loan, which differs from a conventional owner-occupied refinance.
  All fees associated with the transaction, including the broker fee, were disclosed in advance and agreed upon by Ms. ******** at the time of closing.
  Conclusion
  Based on the provided documentation and facts, Ms. ******** was fully informed throughout the refinance process, voluntarily participated in all required steps, and acknowledged the business-purpose nature of the loan. Her post-closing dissatisfaction appears to stem from financial circumstances rather than any wrongdoing or non-disclosure on our part.
  We have attached copies of relevant documentation,including:
  Emails providing loan terms before closing
  Text messages confirming the borrowers intent to refinance
  Signed non-owner occupancy certification
  Notary confirmation of closing attendance
  Should the BBB require any additional information or clarification, we are happy to provide it. We appreciate your time and consideration in reviewing this response.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22930652
  
  I am rejecting this response because:

  I am not sure who responded but they are actually proving they lied and are dishonest. Yes, I texted ***** to "check" on a refinance to get ****** out of my property and she said she'd get back with me with the numbers, that is shown in the text message that I sent, but what they are hiding and suggesting that that was a confirmation that I approved the refinance! NO WAY! ***** NEVER sent me any "numbers" of what my cash pay out would be or what my interest rate would be a new mortgage! Never did I say it was approved to refinance because I was never sent any numbers AND their response is lying to suggest I did. AND they are saying that I new my interest rate would go up! These are details that only a SME knows and they never told me. I never approved of the refinance in the first place. Yes I signed the paperwork and they said I didn't voice concern! Yes I absolutely did! I told the "boyfriend" notary at my house and he said you will have to talk to *****. I texted ***** and called here that day, when it still could have been stopped and all of the sudden ***** was MIA..she said oh I have a migraine...see from the text messages. The response is all lies. 1. I never was shared preliminary numbers of a refinance and they dis it without me approving. 2. I was never sent final numbers to be able to cancel the refinance (even though it wasnt approved of in the first place). 3. ***** ******* was deceitfuland used my relationshipand understandingof my schedule to be sneaky and persuade me  me to move forward with things like the appraisal because I trusted her. Also, it was messed up and they had to get it done twice because ***** even was not being honest about what happen. 4. Yes, I signed the paperwork, but it was done with misrepresentation by a notary who was a boyfriend of ***** and ***** would not respond to me during the time it could have been canceled and stopped so they are liable! I want my mortgage paid until I can sell the house. They are focing me to do so and they caused this huge financial loss. They even blocked me from being able to get a hold of them it proves they are not trustworthy. Also they have my information on their site and have a privacy policy and contact that they stole so this is also illegal. 

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

  Business Response

  Date: 02/18/2025

  Subject: Response to BBB Complaint
  Dear BBB / ******* ********
  Thank you for bringing your concerns to our attention. We take all client feedback seriously and want to ensure your questions and concerns are addressed thoroughly. Below is our response to each of the points you raised:
  Preliminary Numbers & Loan Approval
  We understand that you initially inquired about a refinance and that ***** provided information regarding your options. However, investment property refinance cannot be processed without explicit borrowers consent. Our records show ******* paid for the appraisal, sent in a void check for her monthly payments, contacted her insurance to change residential to investment property and added the mortgagee clause. ******* had to get a payoff letter, and her mother had to sign so that she had full access to their joint accounts.  A loan estimate is not provided for investment property, but she was contacted by ***** via phone with numbers and an email copy of the updated numbers was sent to her email on 10/31/2024.  The email is attached.
  Final Numbers & Right to ************************** properties borrowers do not receive a Closing Disclosure. There is no 3 day of right of rescission after closing. Again, an email the morning of October 31st with details and numbers was sent prior to the notary arriving to the closing. If you were unable to access these documents or did not receive them, we are happy to resend.
  Appraisal Process & Misrepresentation
  The appraisal was conducted in accordance with standard mortgage guidelines and a rent schedule was attached. While we understand that a second appraisal was required, appraisals are conducted by independent third-party professionals and are not controlled by loan officers. It is our understanding that a second appraisal was due to solar panels and the lender believing that ******* was living in the investment property. For her convenience we bore the cost of the second appraisal.
  Notary Process & Communication
  The notary present at closing was an independent third-party professional. Yes, ***** knows the notary, but he is approved by the title company.  The only thing he can do is present loan documents prepared by the lender(bank) and approved by the title company for accuracy of amounts. I am not sure what bearing this has on anything in this process. He collects the signatures. While we understand your concerns, your signatures on the closing documents legally signify agreement to the loan terms. We recognize you had questions about the loan documents, and you made a call to the loan officer.  The loan officer was traveling and text you that evening.  You both agreed to speak the following day, which you did. We acknowledge your attempts to reach ***** and regret any difficulty you experienced in communication. However, you had options if you were not comfortable with the loan.
  Option 1: Do not sign the documents.
  Option 2: Contact the loan officer or processor with questions.
  Option 3: Contact Solutions Group Mortgage.
  
  
  Regarding your request for financial compensation, we are unable to cover mortgage payments, but we are willing to review your concerns further and work towards a resolution that aligns with regulatory guidelines. Direct communication is not possible with Mrs ******* due to the derogatory and unprofessional verbal, email and social media communication with *******. There have been personal keyboard and verbal assaults at the firm and our employees.  As a firm we cannot condone this behavior. At this point the firm prefers email so there is no interpretation on what has been said. 
  We believe Jessicas loan is legal with her full knowledge and acceptance of the process. It is unfortunate that Mrs. ******* is experiencing financial problems,and we empathize, but we provided the service that was asked. Please see the attached email of ******* asking our loan officer to help her brainstorm financial resolutions.
  We are open to helping her find resolutions with her lender to help while she is looking to sell her home. We are also working to remove the review that Mrs ******* wrote personally. We sent a link, and she posted the review. I can offer her that accommodation.
  Sincerely,
  Solutions Group Mortgage
  [email protected]
  All documentation is available at the request of the BBB.

  Customer Answer

  Date: 03/04/2025

  This complaint should not be closed. No the company has not responded to me.  They are illegally putting my information on their website, too!

   

  See the attached is fake and they are illegal!

  Customer Answer

  Date: 03/05/2025

  This should not be closed i did respond they own me 9500 and never responded!

  They are illegally and deceitful.

   

  They have my information on their site and won't take it down! They have a scammed privacy policy!

  Customer Answer

  Date: 03/11/2025

  This should not be closed i did respond they own me 9500 and never responded!

  They are illegally and deceitful.

   

  They have my information on their site and won't take it down! They have a scammed privacy policy!

  Business Response

  Date: 03/13/2025

  In response to Jessicas complaint, we were already in the process in the removal of the complaint.  The removal has been finally completed.  To be clear the removal was of a review that ******* posted on her own.  The post had no personal information please see the attached review.  The removal of this post is in no way our firm agreeing to the validity of her complaint.  Our position is still that Solutions Group Mortgage Firm as well as the Loan Officer ***** ******* have done nothing wrong in the process of securing a loan for ******* ********.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22930652
  
  I am rejecting this response because:
  

  ***** ******* did not get my approval to refinance my home and never sent me the data for me to make a decision even to move forward with the process or on the day of closing.

   

  She specifically seemed to "disapper" immediately after the transaction and would not answer my calls saying she had a headache.

  She sent her boyfriend who is not authorized to nortortize the documents because of the conflict of interest and I was not explained the documents in writing. 

  They performed illegal transactions and I want the difference in my mortgage, which is ********! They literally screwed me over and caused a significant financial crisis! 

  If they do not settle, I'm bringing the case to the state authorities.

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