Complaints

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

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  Lower.com

  8131 Smiths Mill Rd New Albany, OH 43054-1183

• 

  Lower LLC

  8621 Robert Fulton Dr STE 150 Columbia, MD 21046-2637

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:11/23/2022

  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 pay my mortgage with an automatic electronic payment every month on time. Lower started sending bills stating I was three months behind on my payment. I worked with customer service to track down the payments. I sent them proof that the money left my account and went to Lower electronically. The issue was never fully resolved. I keep getting bills stating I am one or two months behind on payments. Today I got a call from their collection department. This is silly. I have proof that I paid. Why they are unable to locate the payment needs to be resolved. My bank has verified that they sent the money to the correct account. I don't know what else to do. We need to resolve this situation. Get rid of the late fees and undo any negative credit reporting.

  Business Response

  Date: 11/29/2022

  We thank Mr. ***** for raising his loan concerns to our attention. After a review of the complaint regarding the purported issues regarding his payments, we can understand Mr. ***** frustration. Given the contents of the submission, we are completing an audit to identify any disparity and provide remediation options once the analysis is concluded. We will provide updates as they occur and request any additional details from Mr. *****. Our offices have every desire to conclude this matter as quickly as possible and first we must complete a full investigation of all of the facts surrounding the matter. Thank you

• Initial Complaint

  Date:11/22/2022

  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.

  I was lied to about my type of loan. I was supposed to get a fixed rate. I also made a phone call right in the middle of signing my paperwork to **** **********. He said it was a fixed rate. Why would we agree to an adjustable rate to lower our payments. I didn’t see anywhere where the rate was adjustable and just took his word. I did 2 loans and signed several documents but apparently they sold my loan to another company. As the rates keep going up so does my payment. Now we can’t afford this loan and now probably will lose our house. What an unethical way of doing business.

  Business Response

  Date: 11/23/2022

  On January 27, 2022, Mr. ****** applied for a refinance and HELOC combination product. The combination product allowed Mr. ****** to borrow up to 90%
  equity from his property, as compared to traditional standalone HELOC products
  that generally limit loan-to-value ratios to only 80%.
  Federal
  and state disclosures were sent to Mr. ****** was sent initial disclosures that
  were signed on January 27, 2022. This included documents of “What You Should
  Know About Home Equity Lines of Credit”, “Important Term of Our Home Equity
  Line Of Credit”, and “Acknowledgement of Receipt of 'What You Should Know About
  Home Equity Lines of Credit' (HELOC)”. The required disclosures listed the
  various terms and conditions of the transactions, along with good faith
  estimated costs of nominal settlement services.
  On
  February 1, 2022, Mr. ******** application was sent to our operations staff for
  review before being submitted to underwriting. On March 15, 2022, Mr. Strawn’s
  application was approved, and Mr. ****** signed the closing documents on March
  19, 2022.
  At
  the time of settlement, on March 19, 2022, Mr. ****** received the Notice of
  Right to Cancel. This federal disclosure details Mr. ******** rights under the
  Truth-in-Lending Act (TILA) to cancel his loan within three business days
  following settlement, at his discretion1. The disclosure states that Mr. Martin
  has a legal right to cancel his loan, without cost, no later than midnight of
  March 23, 2022.
  Mr.
  ****** chose not to exercise his rights under TILA, and Mr. ******** new
  mortgage and HELOC were subsequently funded following the recession period. The
  funding on the loans allowed Mr. ****** to receive $87,374.30 cash-at-closing
  and effectively removed his existing monthly mortgage insurance.
  We
  have included the prime rate history for 2022 which affects the Index portion
  of Mr. ******** HELOC.  We understand Mr.
  ******** frustrations with his HELOC rate increases over the past few
  months.  Unfortunately, the Prime rate increases
  are controlled by the Federal Reserve. We have included the following table of
  recent Prime Rate changes for reference.

  On January 27, 2022, Mr. ****** applied for a refinance and HELOC combination product. The combination product allowed Mr. ****** to borrow up to 90%
  equity from his property, as compared to traditional standalone HELOC products
  that generally limit loan-to-value ratios to only 80%.
  Federal
  and state disclosures were sent to Mr. ****** was sent initial disclosures that
  were signed on January 27, 2022. This included documents of “What You Should
  Know About Home Equity Lines of Credit”, “Important Term of Our Home Equity
  Line Of Credit”, and “Acknowledgement of Receipt of 'What You Should Know About
  Home Equity Lines of Credit' (HELOC)”. The required disclosures listed the
  various terms and conditions of the transactions, along with good faith
  estimated costs of nominal settlement services.
  On
  February 1, 2022, Mr. ******** application was sent to our operations staff for
  review before being submitted to underwriting. On March 15, 2022, Mr. Strawn’s
  application was approved, and Mr. ****** signed the closing documents on March
  19, 2022.
  At
  the time of settlement, on March 19, 2022, Mr. ****** received the Notice of
  Right to Cancel. This federal disclosure details Mr. ******** rights under the
  Truth-in-Lending Act (TILA) to cancel his loan within three business days
  following settlement, at his discretion1. The disclosure states that Mr. ****** has a legal right to cancel his loan, without cost, no later than midnight of
  March 23, 2022.
  Mr.
  ****** chose not to exercise his rights under TILA, and Mr. ******** new
  mortgage and HELOC were subsequently funded following the recession period. The
  funding on the loans allowed Mr. ****** to receive $87,374.30 cash-at-closing
  and effectively removed his existing monthly mortgage insurance.
  We
  have included the prime rate history for 2022 which affects the Index portion
  of Mr. ******** HELOC.  We understand Mr.
  ******** frustrations with his HELOC rate increases over the past few
  months.  Unfortunately, the Prime rate increases
  are controlled by the Federal Reserve. We have included the following table of
  recent Prime Rate changes for reference.
  
  Date Prime Rate
  March
  17, 2022 3.50%
  May
  5, 2022 4.00%
  June
  16, 2022 4.75%
  July
  28, 2022 5.50%
  September
  22, 2022 6.25%
  November
  3, 2022 7.00%
  
  We sincerely apologize for any unmet
  expectations regarding Mr. ******** experience relating to the HELOC
  transaction. Our team will continue to keep him posted of any material changes
  to his account. The Mr. ****** is welcome to reach out to our offices directly
  if he has any additional questions.

  
  
  We sincerely apologize for any unmet
  expectations regarding Mr. ******** experience relating to the HELOC
  transaction. Our team will continue to keep him posted of any material changes
  to his account. The Mr. ****** is welcome to reach out to our offices directly
  if he has any additional questions. 

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair 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 husband and I recently refinanced our home and took out a HELOC of $46,000 to use to pay off some debt, and to use any extra for home improvements. When doing this we stated to loan officer to roll the $10,000 closing cost for the refi. onto the refi. for our home, but what he did instead was put the $10,000 closing cost onto our HELOC. He also sold our HELOC to another company w/o notifying us that this was taking place. We are now left with $10,000 less and did not pay off the debt we wanted paid when we took out the heloc.I have reached out to them numerous times about this and the loan officer does not reply to my phone calls or text messages. We are so frustrated and sickened by this, we just want them to make it right., not sure what to do.

  Business Response

  Date: 11/25/2022

  To whom it may concern:
  
  On July 21st, 2022, the ******* Family sign to complete a
  refinance and HELOC with Lower LLC.
  On July 25th, 2022, new mortgage and HELOC were funded,
  after the 3-day rescission period. The rescission period allows for the
  ********* to review and confirm their new refinance transaction.
  On November 17th, 2022, the ******* Family a complaint in
  regard to how their HELOC was structured. Attached is the HUD-1 document that
  was signed on July 21st, 2022.
  
  Unfortunately, we cannot alter the structure of how their
  mortgage or HELOC was set up.
  We encourage the ******* to contact their current HELOC
  servicer, Department of Commerce FCU to see if there are any options to
  refinance only the HELOC or extend the line of credit.
  
  We sincerely apologize for any unmet
  expectations regarding ********* experience relating to the HELOC transaction.
  Our team will continue to keep him posted of any material changes to his
  account. The ******* Family is welcome to reach out to our offices directly if
  he has any additional questions.

• Initial Complaint

  Date:11/15/2022

  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.

  When I first contacted Lower, I asked if they offered no closing cost HELOCS. I was very clear that I was not looking for a HELOC that didn't require cash at closing (closing costs folded in). The man I dealt with throughout the process said they did. After we discussed the project, he recommended getting a second mortgage for a portion of the amount, with a HELOC as a backup in case costs went over the expected amount. This made sense because interest rates are going up and we proceeded with the process. I received several disclosures during the process regarding the mortgage, which included normal closing costs. I do not recall ever receiving any disclosures about the HELOC. Additionally, at one point in the process, I asked if I should increase the amount of the mortgage and not get the HELOC. The man I dealt with said I should just go ahead with the HELOC in case there was a need for extra money, so I didn't have to go through the loan process again. In hindsight, this seems to be motivated by collecting an additional loan fee.
  
  I was also told that payments on the HELOC didn't need to be made unless we used money, so I was surprised to receive a bill with an interest payment. The lending institution sent me a copy of the HUD, which we did sign, with the closing costs on it. This was certainly an oversight on my part. I didn't look at it closely enough during the closing, but I wasn't expecting surprise closing costs to be added. Additionally, the closing was very rushed, but that's another story. When I contacted Lower, they said the origination charges for the mortgage were waived, but not for the HELOC. This was never mentioned during the mortgage process.
  
  I paid $4312.50 in origination charges on the mortgage. I'm fine with that - it was all disclosed prior to closing. I would like the application and origination fee of $2395 charged on the HELOC refunded. I was not made duly aware of these charges during the loan application process

  Business Response

  Date: 11/18/2022

  To whom it may concern:
  
  On August 26th, 2022, the **** Family completed
  refinance with a simultaneous HELOC.
  On November 8th, 2022, ***** **** reached out to
  Lower’s Customer Care in regard to their experience.  Lower’s Customer Care agent responded to the
  email (******** ********** **** ****** ***********.
  On November 9th, 2022, ***** **** reached out
  again to Lower’s Customer Care department.
  Lower’s Customer Care agent responded to the email (Subject:
  [********* ************
  On November 14, 2022 ***** **** reached to Lower’s Customer
  Care in regard to their experience, and lack of response. Lower’s Customer Care
  agent responded to the email and updated the email subject line (Lower LLC
  Customer Care | Regarding your HELOC). At this time Mrs. **** responded after
  Lower’s operating hours, and received a response on November 15, 2022.
  Mrs. ****** concerns were escalated to the Branch Manger to
  review.  On November 15th,
  2022, the Branch Manager approved funds of $2,395 to send to you in Good Faith
  to cover the HELOC origination charges.  Tracking
  Number: **** **** ****
  We sincerely apologize for any unmet expectations regarding ****** experience relating to the HELOC transaction. Our team will continue to keep him
  posted of any material changes to his account. The **** Family is welcome to reach
  out to our offices directly if he has any additional questions.
  
  
  Sincerely,
  *************
  Customer Experience Manager
  Care Phone: ###-###-####
  Care Email: **************

• Initial Complaint

  Date:11/04/2022

  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.

  I recently refinanced my old Lower mortgage loan. ****** ******** paid it off on 10/11/22. However, Lower has yet to return me the money that I had in my escrow account and it is reporting I was more than a month late on my October payment, although the loan was paid off in full by ****** ******** when my refinance closed. I provided this information to ***** ***** at Lower on October 26 and I was informed that it was being forwarded to a manager to resolve this mistake. I asked for an update on October 31, but received no response. My Lower account now shows I owe October and November mortgage payments. I just want my old Lower account to show closed as the loan was paid in full by ****** ******** for the escrow funds to be issued to me.

  Business Response

  Date: 11/14/2022

  To whom it may concern:

  On October 11th, 2022, the payoff funds for Mr.
  ****’ account was received at the Lower’s office in Columbia, MD.
  Unfortunately, the Columbia, MD office does not process payments, or payoffs.
  The payoff funds were sent to the servicing office in
  Kennesaw, GA on October 13th, 2022.
  Due to lack of information from the check received, it
  seemed the funds had already been processed internally.
  On November 8th, 2022, the servicing team was
  notified of the payoff funds not being applied to Mr. ****’s account.
  On November 9th, 2022, the payoff funds were
  located and subsequently applied to the account.
  Late fees have been waived and the credit reporting has been
  updated to reflect Mr. ****’s credit removing any negative reporting to the
  Credit Bureaus.
  On November 11th, 2022, the servicing manager has
  placed a rush to have escrow funds of $2,716.12 sent to the customer. Tracking
  Number: **** **** ****
  
  We sincerely apologize for any unmet
  expectations regarding Mr. ****‘s experience relating to the servicing of his
  mortgage. Our team will continue to keep him posted of any material changes to his
  account. Mr. **** is welcome to reach out to our offices directly if he has any
  additional questions

  Customer Answer

  Date: 11/22/2022

  I accept the business's response to resolve this complaint. My concerns have been addressed and resolved. 
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/24/2022

  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 Lower HELOC late June 22 and was told it would take 30 days to fund. On July 18th I received an email from Lower stating that due to high demand it would take "120 days or more to close and potentially longer to access funds". I then applied for a HELOC with another company only to discover that my home owners insurance now has Lower listed as a 2nd mortgage. All this without me signing closing documents. Now I'm concerned that Lower may be a fraud company.

  Business Response

  Date: 08/30/2022

  Our Company appreciates Mr. ******* ****** (“Borrower”) taking the time and submitting his application concerns to our attention. We apologize for any inconvenience regarding his interactions with his assigned mortgage loan originator, as stipulated in his complaint. It is never our intention for our customers to feel as if they did not receive the necessary duty-of-care from our licensed employees.
   
  Mr. ****** states in his complaint on 8/24/22 after applying for a HELOC with another lender that he was notified that his homeowner’s insurance listed Lower, LLC as a second mortgagee. We want to assure Mr. ****** that there was no lien added as his loan with Lower, LLC was not consummated.
   
  A Customer Care Representative attempted to contact Mr. ******'s homeowners’ insurance, Towne Insurance Agency, LLC via phone to address their discrepancy in reporting the mortgagee clause on 8/24/22.
   
  In reviewing the events surrounding Mr. ******'s experience with this particular transaction, we can understand his frustration and dissatisfaction with Lower and it is never our intention for our valued customers to feel as if they did not receive the level of service they anticipate. This matter has been submitted to senior leadership, and we continue to evaluate Company processes in how Lower employees communicate with their customers. We wish Mr. ****** the absolute best in his financial endeavors.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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 connected with Lower.com on June 21, 2022 to start the process of applying for a HELOC. Over the next week, my home's value was checked along with my credit. All paperwork was submitted and an email was sent on July 5th that the initial loan review was underway. I was not made aware of any issues and was told multiple times that closing would be in about 3 weeks. Roughly two weeks into the process, I was informed that Lower.com had a problem with it's investor that does the actual HELOC and that timelines might be longer. Right before that notification, I told another lender I didn't need them and was going to do the HELOC with Lower.com. Now I am being told it could be 120 days more which is literally 5X longer than what I was told originally. I have no idea on what is going on with the HELOC except for being told I need to wait. This is creating financial burdens and I have no idea if I need to move on or what needs to happen. I'm curious if I was purposely misled during the application and Lower.com knew of the problems and delays prior.

  Business Response

  Date: 08/23/2022

  Mr. *********** ********
  Loan Number: *************
  Subject Property: **** ******** ** ******** ** *****
   
  Dear Mr. ********:
  We sincerely appreciate Mr. *********** ******** (“Applicant”) taking the time to express his concerns regarding his experience with Lower, LLC (“Company”) and the processing of his loan application.  It’s never our intention to add undue stress when our consumers seek financing options to accomplish their goals and we regret any unmet expectations.
   
  On July 18, 2022, Lower’s Customer Care Department sent correspondence to the Applicant apprising him of unexpected delays in consummating his transaction, which was primarily attributed to unprecedented adverse market changes. Rest assured, Mr. ********’s comments were escalated to the appropriate senior and executive leadership for review.
   
  If Mr. ******** has any additional feedback or concerns, he may contact us directly at 833-920-2273 or [email protected].  In the interim, our offices will do everything possible to ensure his transaction continues to escalate through our typical origination processes, and we will notify the Applicant of any other delays.
   
  Once again, we sincerely apologize for any inconvenience. Your feedback is valuable to us.
   
  Thank you,

• Initial Complaint

  Date:08/17/2022

  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.

  I was working with their representative very professional and we set up the re-finance a month prior to when we could submit it. once submitted we had a few hoops to jump through i.e. termite inspections and appraisal and a few other normal mortgage details. I was told i would be closing at the end of the month. Then steps in a very unprofessional non organized processing team that seemed to not care and were disgruntled. I had to constantly reach out to the first rep for information and the new team didn't respond or update and seemed to not know how to do their jobs. i had to get the information for them . on 3 occasions i was given yes we are going to close tomorrow or today but in the end it took the first rep calling me and explaining . I received no official explanation or apology. this has caused me a financial burden and emotional stress. I tried to work with my current mortgage provider but am unable to due to the credit score drop due to lower.
  
  I want to avoid any legal action so a speedy resolution with LOWER is Ideal.

  Business Response

  Date: 08/23/2022

  We appreciate the
  feedback Mr. ******* ******* (Applicant) provided to our Company. We sincerely
  apologize for any miscommunication or understanding between his mortgage loan
  originator (MLO). We understand how frustrating that must have been and we
  regret any unmet expectations in Mr. ********* application process.
   
  The Compliance and Customer Care Departments reviewed the transaction, and the
  contents of Mr. ********* concerns were shared with the appropriate
  departments. On August 18th, 2022, our Vice President of Lending spoke with Mr.
  ******* and confirmed that the loan team was working on a resolution to fund
  this transaction. The assigned MLO reported on August 23rd, 2022, that they are
  working to update this loan application based on the complex federal laws that
  can change over time without notice.
   
  We appreciate Mr. ******* making us aware of his experience. Rest assured, our
  Company strives to continually provide excellent customer service to all its
  applicants, and we apologize for any inconvenience his experience may have
  caused.

  If Mr. ******* has any additional feedback or concerns, he may contact us
  directly at ###-###-#### or [email protected]. In the interim, our offices will do
  everything possible to ensure his transaction continues to escalate through our
  typical origination processes, and we will notify the Applicant of any other
  delays.
  

  
  

  Customer Answer

  Date: 08/23/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair 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.

  2 issues i was promiss through a refinance to receive 36 thousand back **** ******* and team felt strongly that i will meet requirement due to high equity on current home and credit . In no circomstance did they said it will be base on appraisal. That being said appraisser matthew said it went real well house looks great. I payed $520 for an appraisal and stil they have not giving me a copy of appraisal. I find it very unprofessional that they where so concerned on charging me $520 for appraisal and now i know why i feel this company are scamming people. I would like my $520 back and my appraisal that they so dont want to give. Please help

  Business Response

  Date: 08/30/2022

  We sincerely appreciate Mr. ****** ******** (“Applicant”) taking the time to express his concerns regarding his experience with Lower, LLC (“Company”) and the processing of his loan application.  It’s never our intention to add undue stress when our consumers seek financing options to accomplish their goals and we regret any unmet expectations.
   
  Our Customer Care Department escalated this matter to senior leadership and our Vice President of Lending left Mr. ******** a voicemail on August 29th letting him know that his appraisal is still under review and we will send him his appraisal as soon as it is ready.
   
  In reviewing the events surrounding Mr. ********** experience with this particular transaction, we can understand his frustration and dissatisfaction with Lower and it is never our intention for our valued customers to feel as if they did not receive the level of service he/she anticipates. This matter was previously discussed with senior leadership, and we continue to evaluate Company processes in how Lower employees communicate with their customers.

  Customer Answer

  Date: 09/08/2022

  lower.com is saying there waiting for apprasal to be review . Still have not got it i feel there are delaying process so i cant use apprasal for another refi compay due to delay and law i feel they need to reimbuse my $520 apprasal fee reason being it wont be a recent apprasal anymore
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 09/20/2022

  We understand Mr. ****** ********** frustrations regarding this matter. We have attached Mr. ********** appraisal that we have on file for his records. From our records, Mr. ******** did not return any communication from his loan team. 

  Customer Answer

  Date: 09/21/2022

  Regards,
  
  Lower.com is the loan  team i have no way to get the loan team to do anything thats lower.com responsibility the fact is lower.com had to send me the apprasal there violating the law at this point i cant even use that apprasal anymore with was in my rights they did it on purpose further action will be taken .
  
  ****** ******** 

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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.

  Hello To Whom, it May Concern: This company contacted me on April 27th, 2022, for a refinance of my mortgage. At first, I was like no, but was talked into refinancing and paying off a lot of credit card debt in which I agreed to do. I'm a retired Army vet so I decided to do a 100% VA refinance. So, I got all the paperwork like they have wanted, and this company has been dragging their feet for months now. When I say months, I mean months like April 27th and now it's Aug 11, 2022. 4 months of dragging their feet. So finally, on 9 Aug 2022 I signed closing documents via email thinking I'm done and fixing to close. I was told I was going to sign closing documents this week Aug 11,2022. This is even stated on the closing paperwork I signed. Well Lo and behold the underwriter needs more paperwork. How am I signing closing paperwork and now they are running around getting more paperwork?? The loan has been passed around to 3 different people and other people are putting their hands on the loan and I'm guessing people are wanting other things. Don't these people have any sense of organization? Maybe someone needs to get out a cheat sheet and go down the document list to make sure everything is checked off. I know I have given the same paperwork 2 or 3 times to these people. IE like the insurance declarations page they just wanted this again after I signed the closing documents. Really??How do I know because I have kept everything on my email from day one. I'm used to keeping my records, because of me being in the Army. I also used to be in the Army and a recruiter, and we used a checklist, and it works. Maybe this company should invest in one or their representatives are not using them. I'm really tempting to go somewhere else with my business, because I'm about fed up with this place. Respectively an old disabled Army Vet!!!

  Business Response

  Date: 08/17/2022

  Our Company appreciates Mr. *********** ****** (“Applicant”) taking the time to submit his concerns to our attention. We apologize for any inconvenience regarding his interactions with his assigned mortgage loan originator and loan team, as stipulated in his complaint. It’s never our intention for our customers to feel as if they did not receive the necessary duty of care from our licensed employees. Lower® strives to provide the best service for any individual applying for a mortgage loan and all customer feedback is taken seriously. This matter has been discussed with senior leadership, and the MLO assigned to Mr. ******** file. The assigned MLO has communicated with Mr. ****** to resolve this matter.  We continue to evaluate Company processes in how Lower employees communicate with their customers. 

  Customer Answer

  Date: 08/23/2022

  There was no resolving with refinancing my mortgage. Matter of fact I will not ever mention this mortgage company to none of my veteran friends ever. Because of their like of knowledge of VA loan procedures. I went with another mortgage company and was approved and I'm closing within 2 weeks of completing an application with them. I spent over 4 months with this company and got nowhere. Also, if upper management was really involved then I'm sure I would have gotten my loan approved in a timely manner. This company has been nothing more than a pain in my side. They need to reread and reread what the rules are with VA mortgages. This other mortgage company pretty much started laughing when I told them what I had went through with this company. Trust me when I say this if you are a veteran stay clear from these people it's been nothing but a complete joke for me.
  
  
  
  Regards,
  
  
  
  ***** ******