Complaints
This profile includes complaints for USA Mortgage Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/10/2025
Type: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.
****** K **** has been hounding me to apply for an FHA Loan, even though I already qualified for a 160k loan with a different lender. After giving in, I applied, where she pulled my credit. Due to her ignorance, incompetence, middle school educational level of thinking, horrible attitude, etc., she did not do what she was supposed to do like other lenders; use the ***** to verify and validate student loan status. ****** K **** is and USA Mortgage do not have the necessary skills and knowledge to be in business as a mortgage organization. The fact I have to teach there employee's how to do their job makes it even worse! Once this complaint is filed, I will send a copy to *** ***, Regional VP, Blak ******* Senior Mortgage Loan Originator, and ****** **** Retail Area Regional Manager.
Business Response
Date: 05/12/2025
Thank you for bringing your concerns to our attention. We have received your complaint and have begun a thorough review of the matter. Our team is gathering the relevant information, and we will update you as soon as possible.
We appreciate your patience while we complete this process. If you have additional details or documentation you believe would assist our review, please feel free to share them with us.Customer Answer
Date: 05/12/2025
Complaint: 23312437
I have reviewed the business' response and am rejecting it because: The response is NOT a resolution! Telling me they are addressing the problem is NOT a solution!
Sincerely,
**** ****Business Response
Date: 05/13/2025
I apologize for any confusion from our initial response. We are in the process of doing our due diligence and investigating this issue. This will not be our final response to you. We will be sending a final response once we have completed our review.
Thank you.Business Response
Date: 05/16/2025
We appreciate the opportunity to respond to Mr. ***** concerns about his recent interaction with our team during the loan application process.
Mr. **** submitted an online application on May 9, 2025, for a pre-qualification on a purchase *** loan. After receiving his electronic consent, our loan officer, ******, pulled his credit report, which revealed government student loan defaults, a disqualifying factor under FHA guidelines.
****** contacted Mr. **** by text and email to inform him of the issue and advised that he would need to address the defaults. In response,Mr. **** used aggressive and abusive language and requested no further ********** accordance with his wishes, ****** ceased all communication, including any discussion of alternative loan options.
We believe our team acted appropriately and in compliance with all applicable regulations and internal policies. Please let us know if further information is needed.Customer Answer
Date: 05/16/2025
Complaint: 23312437
I have reviewed the business' response and am rejecting it because: the attached response as indicated does not exist. Where is the attached response?
Sincerely,
**** ****Initial Complaint
Date:08/06/2023
Type: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.
The sales manager from Mountain View (******* *******) made a public post about me, and was rude. I don’t want her to get fired or anything, but I figured the company should know she’s publicly speaking poorly on customers. In her post she even states that she tells her customers they can reach her anytime. I messaged her on a Sunday with a couple of questions and she was VERY rude and made a Facebook post about me! That is just extremely unprofessional and embarrassing. I never expected her to reply on Sunday, I just wanted to text her so I didn’t forget, and all because SHE chose to reply SHE gets angry. I am not one to complain, even though she was rude to me over the phone I would not of filed a complaint, but since she decided to be unprofessional and make a post about me, that drew the line for me. I would love for someone to give me a call so I can explain further.Business Response
Date: 08/07/2023
Dear Miss. **********,
We sincerely regret any inconvenience you faced. At DAS Acquisition dba USA Mortgage, we value feedback to enhance our services. We're reviewing the matter and will be in touch soon. We truly appreciate your patience and the chance to address and rectify the situation.
For further concerns, please reach out via ********************************************
Warm regards,
********** **********
***** ********* ********* ****** *** *** * ***** ***** * ** *****
******* ***** ******
***** ******* ***********
********Customer Answer
Date: 08/07/2023
She made a comment directly stating to the public she was annoyed with exactly what I was asking for.Initial Complaint
Date:05/12/2023
Type: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 was working with Advisor named ******** ** She was located in Virginia. She lied about the process and lied about the funds that needed to come out to get the house. I put down the earnest money, and I put down the appraisal fee. I was charged today $650.00. I was told when they done the appraisal that I would be charged. The house fell through. She made me lose the home due to her not communicating the fees and the cost . The house is not even mine. I have been lied to from the beginning. Why was I even charged when the house is not even mine. I have tried calling the business but they send me straight to voicemail. I would like to be refunded in the amount of $650.00.Business Response
Date: 05/17/2023
Dear Better
Business Bureau,We are writing to
provide an official response to the complaint filed by *********** ******** to the Better
Business Bureau (BBB) on May 12, 2023, regarding her recent mortgage loan
experience with our company. Upon
reviewing the details, there may have been a miscommunication between Ms.
********, her realtor, and our loan team concerning the conditions of the
appraisal fee.After
reviewing Ms. ********’s loan file, the Credit Card Authorization form was
disclosed and signed by Ms. ******** on April 21, 2023. The authorization initially listed an
estimated fee of $650.00 however, the final amount of the appraisal fee charged
was $550.00.The
Credit Card Authorization states that her card would be charged for the
appraisal service if the loan did not close. Regrettably, the loan process did
not reach completion, leading to a charge on the credit card, in line with the
agreement.While
our records show that we followed the agreed-upon procedure, we understand the
confusion and distress this situation has caused. We place great value on our
customer relationships and to demonstrate this, we are prepared to refund the
$550.00 appraisal fee charged to Ms. ********'s credit card. Ms.
******** will be mailed a letter along with the refund check.Thank you for
allowing us the opportunity to address this complaint. Please do not hesitate
to contact us if you require further information or assistance.Sincerely,
Complaints
DepartmentCustomer Answer
Date: 05/25/2023
The issue is resolved.Initial Complaint
Date:03/16/2023
Type: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.
USA Mortgage charged me for an appraisal on 2/2/2023. I decided to go with a different lender and was told I could transfer that appraisal to them; however, when they received the appraisal they discovered that it had been done incorrectly because it said there were 2 bathrooms when there are clearly 1 bathroom and 1 half bath. I requested a refund and was denied.In addition, I had asked them not to proceed with the appraisal at all prior to this so that I could simply handle everything with my new lender. I was told that was possible, yet they proceeded with the appraisal anyway.I'm uploading * The portion of the report that says there are "2.0" baths * The pictures and labels of the two bathrooms from the report * The explanation of how bathrooms are supposed to be reported on an appraisal (again from the report; it should have been "1.1")* The response from the lender I went with explaining that the report was not usable * And the full incorrect appraisal report Apart from the core of my complaint here, they also gave me incorrect information regarding the amount of the loan I could qualify for and encouraged me to buy down the rate when that was not necessary. I spoke to multiple other lenders who raised none of these supposed issues that USA Mortgage found.Business Response
Date: 03/20/2023
Dear Better Business Bureau,
We are writing to provide an official response to the complaint filed by ************************* to the Better Business Bureau (BBB) on March 16, 2023, regarding his recent mortgage loan experience with our company.
Our ********************* originally received a ****** review complaint on February 9, 2023 and responded requesting additional information about his frustration with the appraisal and refund request.
Upon conducting a thorough examination of the loan file and email correspondences between ******************** and our loan team, we have evidence of an email dated February 3, 2023, confirming that the appraisal order was placed on hold at ************************ request. This was confirmed again on February 6, 2023, when USA Mortgage received an email from ******************** stating that he had decided to move forward with another lender.At this time, ******************** requested that the appraisal report move forward as the other lender would be able to use the appraisal we provided.
After ******************** received the completed appraisal, he informed our team that the new lender had refused the appraisal based on incorrect information. We advised ******************** that the appraisal could be updated, but he did not pursue this option. Based on our findings and the email evidence of ************************ consent to move forward with the appraisal, we communicated to him that the refund request was denied. Our ********************* mailed out an official response letter on March 2, 2023,detailing these findings.Regarding ************************ new frustrations recently communicated through the complaint received from the BBB,we issue a pre-qualification letter with an estimated loan amount based on initial information provided to our loan team. Once an underwriter has reviewed requested documentation for a pre-approval or conditional approval, the loan amount is subject to change. In addition, the suggested buydown product was offered as an option for a temporary lower interest rate, which is popular among our customers as interest rates continue to rise.
Based on the evidence provided, it was surmised that USA Mortgage is not culpable for the appraisal refund. We value our customers and as a good faith measure, we will provide ******************** with the remediated appraisal and the requested refund of $625.00.Thank you for allowing us the opportunity to address this complaint. Please do not hesitate to contact us if you require further information or assistance.
Sincerely,
*********************Customer Answer
Date: 03/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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