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:10/16/2024

  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.

  My process began in late July 2024. It was quite easy and Honora and ******** were super helpful with the process. Any communication about further documents needed was done through the ***************** app and text messages. The communication was frequent and helpful. Any questions that I had - were always answered quickly. We needed an appraisal done and because my refinance would be an *** loan, we had some recommendations that needed to get done. We quickly completed the recommendations to get a final inspection at the end of September. Unfortunately this is where my experience takes a turn for the worse. My loan was headed to Underwriting and sadly, my two contacts were both scheduled to go out of the office at the same time. I had no idea who was going to keep me updated of what needed to be done next. To date, I still have NOT received a single thing in the mail (paper or electronic) telling me what happened to my loan application. I'm pretty sure this is illegal. I went to log in to the app one day and was surprised to see that my loan application was not active anymore. Suddenly my loan was closed and I have no idea why. Apparently it never made it past underwriting. The "manager" was very rude and not helpful at all. I couldn't get any answers from him except that I suddenly do not qualify any longer. He actually asked me to make a change to my credit report that would have hurt my credit even more! I'm at a loss as to where all of my information went but I have heard nothing - no callbacks from Honora or ********. Everyone just disappeared along with my loan and my $850 appraisal fee. So incredibly disappointed with this company - I feel like I was scammed big time.

  

  Business Response

  Date: 12/19/2024

  Top Flite Financial appreciates the opportunity to respond to Ms. **** complaint.
  
  First, and most importantly, Ms. *** is right that this was not our best work communicating that we were unable to assist her with financing needs. The reason was our responsibility, not Ms. ****************** the ** and Processor who were assigned to her loan both had unrelated extended personal matters with their families that they needed to attend to.
  
  The reason we were unable to assist with the refinancing request is there are federal underwriting guidelines that we must conform to and have no control over. Unfortunately, there were circumstances in the loan which caused the underwriting decision that we could not assist her.
  
  However, as we said it was not our best work in communicating this and as a result we agreed to refund the cost of the appraisal.

• Initial Complaint

  Date:06/03/2024

  Type:Product 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.

  Last week, I applied online for a ***** (Home Equity Line of Credit) with a broker, and TopFlite responded right away. I wanted the ***** for some debt consolidation and a float for any future emergency house repairs. TopFlite responded right away by text and contacted me to get a loan approved. During our phone call, the agent, *********************** repeatedly tried to talk me out of a ***** and into a cashout Home Equity refinance and I reluctantly agrred. On the call he never discussed rates, origination fees or terms, took my credit card number for an appraisal and then told me that he was sending documents to my PC and I should esign them before the weekend (it was late Friday afternoon). I esigned the documents to meet his deadline, but then started to review the terms. The closing costs and origination fee were obscenely high and he had erred in the amount of debt to be refinanced. I immediately contacted he and the "client care" advisor and although the latter did respond by text on Saturday, *********************** did not. I told him to place everything on hold and to refund the appraisal amount. They were supposed to call me on Monday morning, June 3rd, but didn't until I contacted them. I had to dispute the appraisal fee on my card. When I called ****** he was arrogant, rude, and unprofessional. Another man, ******************* called and said he would have ****** contact me and apologize and further said he would have him submit a proposal for a variable rate *****, which was wanted I wanted in the first place. ****** sent a proposal but it again was not what I requested.He admitted that they do not do *****s......after three days of saying differently (he would only tell me that I didn't want a *****). This cost me three days of valuable time and a hard credit check on my credit report which will result in any future loan being more expensive to me. At a minimum. They owe me what this would cost me after dealing with me fraudulently.

  

  Business Response

  Date: 07/19/2024

  Thank you for the opportunity to respond.
  
  First, and most importantly, Top Flite Financial is sorry we could not assist ****************** with his financing needs. As a result, we fully refunded his out of pocket cost for the appraisal.
  
  More specifically, Top Flite Financials Loan Officer presented two offers to assist ****************** with his needs (initially a 1st mortgage cash out refinance and then later a 2nd mortgage HomeEquity Loan).
  
  To prepare the cash out financing offer it is customary to pull a credit report as part of the qualifying process which ****************** understood and agreed to. ****************** was then sent a full set of disclosures for the cash out refinance to review this included terms and costs. After reviewing the disclosure materials he eConsented to the cash out refinance offer.
  
  However, as he clearly stated in his comments, after thinking further about the offer he decided the cash out refinance was not what he wanted, nor was the HomeEquity Loan offer. Once ****************** notified Top Flite Financial of that decision he was immediately refunded the full cost of his appraisal. Neither offer met his expectations  since they were not a Home Equity Line of Credit.  
  
  We would respectfully agree to disagree with Mr. ******** characterization regarding fraudulently pulling and reviewing his credit. This is a customary process with all lenders as part of extending loan offers and ****************** understood this as evidenced by his eConsent.
  
  However, because we were not able to meet his financing needs for his request for a Home Equity Line of Credit, Top Flite Financial believed it was completely appropriate to refund his out of pocket expense for the appraisal.
  

• Initial Complaint

  Date:09/20/2023

  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.

  Back in July of 2023, my wife and I applied to get a mortgage taken on on our house we own with Top Flite Financial. My credit due to a past divorce and other struggles is not the greatest which we informed them of. It came back that despite this we were approved. They said they needed ****** for an appraisal fee for the house. I was apprehensive even though we were told we were approved and on 2 occasions texted ********************* who was the person handling our application that I wanted to make sure that we were approved and this was just a formality and not us pay it and then find out that there was an issue or something came up and we were not approved. Both times he replied back that he had us as approved. I have the texts documenting this. The process drug on till almost late August and we were informed on August 25th that a new collection came up on my credit report and they would not be able to process it until the score went back up. We were beside ourselves as this is exactly what we were concerned about and were assured we were approved. They said sometimes something comes up and they have to update our credit scores and because mine fell they could not proceed. We were furious as I texted them twice as I said and expressed my concern about this and both times I was assured we were approved, nor were we advised that this was a possibility that this could happen and it would change the status. I am requesting the appraisal cost of ****** back and they are refusing saying this is non refundable. This is fraud and a clear misrepresentation and were never advised that there was a possibility something could come back and have us denied. We were never advised of this and were assured we were approved and everything would be completed. My wife ************************* and I are requesting the ****** back we paid for the appraisal.

  Customer Answer

  Date: 01/28/2024

  I have not heard from them nor has anything been resolved.

  

  Business Response

  Date: 02/01/2024

  Thank you for the opportunity to respond to Mr. ********* complaint.

   

  As is our customary practice, once the loan process started the Loan Officer made ******************** aware that he must keep all of his accounts current throughout the process.  Unfortunately ******************** had additional accounts fall past due. Once there are new past due accounts after the original credit report, underwriting guidelines require Top Flite Financial to obtain a new credit report. The past due accounts after the loan process started caused the credit score to drop below 500 making the loan ineligible.  We worked with ******************** to try to improve his scores but he was unable to provide and document the liquid reserves that would have assisted in obtaining a Loan Approval. Therefore there was no alternative but to deny the loan.  

   

  Had his accounts been kept current we would have been able to assist him and closed and funded the loan.  Despite the accounts falling past due after the loan process started (which was out of our control), we issued an appraisal refund and we are hopeful ******************** is successful in obtaining the financing he needed.

  Customer Answer

  Date: 02/05/2024

  They are saying they sent an appraisal refund??  When did they send it?  We never received any refund via check nor refund to the card we used.  Can you respond to have them send a check out to us.  Now there was a new card issued on our one checking account due to someone getting our card on the one account if that was the one they tried to refund it to if that is the method of refund they tried but we did not receive any type of refund and would prefer a check mailed out.

   

  *****************************

  Customer Answer

  Date: 02/07/2024

  I actually did get a check today from TL for the deposit so it looks like everything is resolved

   

  *****************************

  

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond. The automated bill pay ACH to their account was sent 2/1/24 in the amount of $635 with a delivery date of 2/13/24. Please see attached confirmation.