Complaints

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

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  Union Home Mortgage Corp.

  8241 Dow Cir Strongsville, OH 44136-1725

• 

  Union Home Mortgage Corp.

  5061 N Abbe Rd Ste 4 Sheffield Village, OH 44035-1496

• 

  Union Home Mortgage Corp

  8000 Towers Crescent Drive Suite 1350 Vienna, VA 22182

• 

  Union Home Mortgage Corp

  15100 Washington St Ste 101 Haymarket, VA 20169

• 

  Union Home Mortgage Corp

  20130 Lakeview Center Plz Suite 400 Ashburn, VA 20147

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:01/12/2023

  Type:Billing 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.

  The escrow responsibility expected of this company is a mess. 2020-2021 taxes were $2,906.12 but they estimated an amount to pay that left my escrow in excess of $11,000 meaning I over paid a lot. I called I august of 2021 to make sure all was good and was told it was. I requested an escrow review after learning the $11000 was going to be refunded as I knew that my 2022 taxes were higher at $11,918.28 and didn’t want a shortage. They did the review and kept $4000 some dollars and refunded me a check of $7,045.68. They assured me that there would be no escrow shortages for 2022. I just happened to check my account for tax availability and noticed my mortgage went from $2,152.13 in January 23 to $2,597.22 for Feb 23. Quite a big jump. I requested to have my escrow removed as I cannot trust them to handle this and they pose a risk to my families finances. They want to charge me $708.12 to remove as they claim this puts them at risk. I do. It accept this as they have caused me to over pay now 2 times and claim it’s my fault when I feel I have done much to take responsibilities to keep increases to an expected minimum. I feel at this point a few is unacceptable as the reason I am requesting this removal is due to their incompetence in providing fair assessments that done hurt our budget drastically. I could understand if my request was without causation, but it is due to their inability to provide reasonable service for which I am paying and trusting them to do. As of today they have reviewed again and refused to waive the fee on my second attempt in dealing with them by phone and email. I cannot easily afford an almost $500 increase a month for this year due to their error. Please help. I don’t want to remove the convenience of escrow but cannot trust this company to do their job.

  Business Response

  Date: 01/24/2023

  By way
  of background, Mr. ************ mortgage loan was originated on November 12,
  2020 by ***** **** ********* Union Home Mortgage Corp. (***) purchased the loan
  servicing rights on December 8, 2020. Since the purchased property was a newly
  constructed home, the attached New Construction Escrow Disclosure was provided
  to and signed by Mr. ********** at closing. The disclosure explains that the
  tax assessor’s office does not update the assessed value of the property from
  vacant land to newly constructed (“improved”) home until after the first year’s
  taxes are paid. After closing, the lender may estimate a higher monthly escrow payment
  based on the purchase price and community tax rate to avoid an escrow shortage
  once the tax assessor reassesses the property value. Mr. ********** requested
  an updated escrow analysis on December 16, 2021, using the tax estimates at the
  time of closing. Since the most recent tax bill amount was not yet reflective
  of the improved value, the escrow analysis projected a surplus of $7,045.68 and
  a refunded check was provided to Mr. **********.
  
  The
  increase in Mr. ************ monthly payment is due to a tax increase of
  $1,690.26 when the property was reassessed and a Homeowners Insurance increase
  of $161.00. Additionally, UHM requires a cushion equal to 1/6th of
  the annual anticipated escrow disbursement to remain in all borrowers’ escrow
  accounts throughout the year. The total increase is equal to $2,151.38.
  
  ***** Customer Support Team Lead evaluated the tax history for Mr. ************ loan
  and verified that UHM has timely paid the correct amount billed by the taxing
  authority for each tax period since the loan was purchased. The attached
  Servicing Transfer Letter includes a list of fees that UHM charges for services
  including the Escrow Waiver Fee which is equal to 0.25% of the loan’s current
  unpaid principal balance. This is a standard fee that UHM charges for all
  Escrow Waiver requests and is allowable by law. Mr. ********** is encouraged to
  contact ***** Customer Service Department at ************ or [email protected] if he has additional questions or would like to proceed
  with closing the loan’s escrow account.
  

  Customer Answer

  Date: 01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I have nothing I feel I can do but take the loss here.

  however I am not in agreement with their statement on how this went awry. I agree that I signed a contract but I don’t see where that allowed them to be careless with my money. 

  
  I don’t understand how they can claim to have adjusted my tax amount AFTER the first time the tax bill came out but then state that they can adjust this years w/o having the new tax bill.

  I honestly feel they are merely hiding behind documentation signing and nothing more hoping I just give up.

  I will attempt to negotiate a lesser price than the $700 to remove escrow. I have to do this though as I cannot trust them to calculate my amounts ethically or correctly.

   

  I thank you for your time and response. 

  
  
  
  Regards,
  
  
  
  **** **********
  
  
  
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 am trying to resolve a problem with PMI being removed from my account. I was told on a recorded line that I was able to submit an appraisal to a specific email address and it would be reviewed to make sure the equity was sufficient enough to remove the PMI. I submitted the paperwork and was then informed that UHM was not able to accept this and they would need to order their own appraisal at a cost to me of $125. I have since tried getting answers via email and no one will respond back. UHM's customer service department is very poor.

  Business Response

  Date: 09/23/2022

  By way of background* *** ******* ****** originated a loan
  with Union Home Mortgage Corp. (UHM) on October 19, 2020. Upon receiving this
  complaint, a UHM Servicing Manager investigated *** ******’s loan and
  discovered that it does not yet meet ******* ***** two-year seasoning
  requirements for removal of Private Mortgage Insurance (PMI). 
  Additionally, *** ******’s self-ordered appraisal does not address the
  improvements made to the property which would increase the property value and
  make the loan eligible for PMI removal.  *** ******’s loan becomes
  eligible for PMI removal on October 20, 2022, and *** ****** has been notified
  of this via phone call on September 15, 2022.  On October 20, 2022, UHM’s
  PMI Specialist will contact *** ****** to confirm whether *** ****** would like
  to proceed with the PMI removal request provided that all other investor
  criteria are met. UHM will order the appraisal from the investor provided
  resources and reimburse *** ****** for any premium paid for the investor’s
  appraisal.  UHM apologizes for any inconvenience or confusion this has
  caused and encourages *** ****** to contact [email protected] or ***** ******** Extension **** should he have any further questions.

• Initial Complaint

  Date:08/26/2022

  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 have been trying to get out of Union Home Mortgages escrow scheme for over 3 months with little to no help. The local office has done all they can but the corporate office lies and will not communicate. They are misleading with their number soup to say the least and needs to be investigated by the government for sure but all I have asked from the get go was to desolve the escrow crap and I will take care of my own insurance and taxes and invest my own money throughout the year. They told me they would have to talk to their " investor's ". WHAT!? Nowhere in the loan contract was I obligated to let UHM take care of my insurance and taxes ! Furthermore they continue to take unauthorized money out of my bank account every month and every month I tell them NOT TO. All I want to do is pay back what I borrowed + the interest we agreed upon. Easy right ? I guess not. They to worried about nickel and diming that escrow money which adds up to alot when it's 100000s of loans which is why the government needs to get involved in this. I can't even have a civil conversation with them now because they have lied so much and just don't care. I take great comfort that I cost them at least 2 loans this week alone and I am just getting started ??.

  Business Response

  Date: 09/08/2022

  Union
  Home Mortgage Corp. is in the process of investigating this compliant and will follow
  up with a response once our investigation is complete.

• Initial Complaint

  Date:08/18/2022

  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 called about removing our PMI in May and when speaking to someone they stated I would need supporting documents such as an appraisal. I confirmed with them we could get an appraisal and send it in. Upon learning this I reached out to multiple appraisal companies to get this completed. Once we spent hundreds of dollars for this we called to send in our form to have PMI removed. When i called in I was transferred multiple times before learning they would not accept an outside appraisal as i was told. This has been escalated and stated i know need to pay an additional $105 to have this completed and they will not waive the fee. This entire process has been countless hours and money to no end. Completely unacceptable

  Business Response

  Date: 08/25/2022

  By way of
  background, *** ****** closed a loan with Union Home Mortgage Corp. (UHM) on
  August 20, 2020, with a 95% Loan to Value Ratio which required Private Mortgage
  Insurance (PMI).  Upon receiving *** ******’s BBB complaint on August 18,
  2022, a UHM Customer Support Team Lead reviewed the recorded calls between *** ****** and UHM’s Customer Service Representatives and confirmed that a
  communication error had not occurred.
  

  On May 18,
  2022, a UHM Customer Service Representative spoke with *** ****** and provided
  her with contact information to submit a PMI Removal Request. In response to
  *** ******’s request, a PMI specialist left *** ****** a voicemail relaying
  ******* ***’s appraisal requirements and fee.  On August 15, 2022, a UHM
  Customer Service Representative spoke to *** ****** and reiterated that the
  appraisal would need to be ordered by UHM, not self-ordered.  *** ******
  disconnected the call.  *** ****** was later connected to a UHM PMI
  Specialist who reiterated that, according to investor guidelines, UHM is not
  able to accept a self-ordered appraisal and that ******* *** charges a $105 appraisal
  fee if she would like to proceed.

  UHM is
  obligated to abide by investor guidelines regarding property appraisal
  values.  *** ****** is encouraged to contact [email protected] or ***** ******** ********* **** if
  she has any further questions or would like to proceed with her PMI Removal
  Request.

• Initial Complaint

  Date:07/20/2022

  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.

  This company will not allocate my mortgage payments as they are received. I've lost money because allocation are not calculated as they receive payment. I've made extra payment to lower my cost and a quicker pay off. No one with this company cares about correcting the issues.
  Please help me find a resolution.

  Business Response

  Date: 07/28/2022

  By way of
  background, *** ******* closed a loan with Union Home Mortgage Corp. (UHM) on
  November 19, 2021 and established an escrow account.
  
  Upon receiving *** *******'s complaint, a UHM Servicing Manager investigated the issue and
  discovered that *** ******* had been submitting partial payments on his loan
  which totaled less than his contractual payment amount.  Due to this, the funds were applied to his
  suspense account until enough funds were received to complete a contractual
  payment.  Any additional funds remitted
  would then be applied to his contractual payment.
  
  The UHM Servicing
  Manager spoke to *** ******* on July 26, 2022 to explain how the principal and
  interest portions of his payments are allocated. The Servicing Manager also
  explained that making contractual payment all at once will resolve the issue
  going forward. UHM apologizes for any inconvenience or confusion this has
  caused and considers this matter resolved.

  Business Response

  Date: 08/05/2022

  Based on the continued concern
  expressed by *** *******, Union Home Mortgage Corp. (UHM) would like to take
  this opportunity to provide additional information.  Following *** *******’s follow up response on
  July 30, 2022, a UHM Servicing Manager has exchanged multiple email
  correspondences and spoken with *** ******* to resolve any remaining issues and
  confusion. 
  

  *** *******’s loan refinance
  closed on November 19, 2021, and funded on November 24, 2021. *** *******’s
  loan boarded to the UHM Servicing Platform on December 3, 2021.  *** ******* submitted his first payment on
  November 26, 2021.  Since *** *******
  submitted his first payment before the loan boarded to UHM’s Servicing Platform,
  the payment was automatically rejected and electronically routed back to Mr.
  Comeaux’s bank account.  On December 10,
  2021, *** ******* resubmitted his initial payment, and it was accepted by the UHM
  Servicing Department.
  
  On August 1, 2022, UHM’s Servicing
  Manager provided *** ******* a copy of his 2021 and 2022 payment history.
  
  The UHM Insurance Team Lead spoke
  to *** *******’s State Farm Insurance Agent on August 2, 2022, to discuss his
  Homeowner Insurance (HOI) concerns.  The State
  Farm Billing Department confirmed that they received the HOI payment on May 9, 2022,
  from UHM.  State Farm did not previously apply
  the payment to *** *******’s insurance policy upon receipt. *** *******’s
  Insurance Agent confirmed that the payment was applied to his insurance policy
  on August 2, 2022.  *** ******* was
  notified of this by the UHM Insurance Team Lead on August 2, 2022.
  
  *** ******* had been submitting
  partial payments on his loan which totaled less than his contractual payment
  amount.  As regulations permit, the funds
  were applied to *** *******’s suspense account until enough funds were received
  to complete his contractual payment.  Any
  additional funds remitted may then be applied to *** *******’s principal
  balance if designation is specified.  The
  UHM Servicing Manager spoke to *** ******* on July 26, 2022, to explain how the
  principal and interest portions of his payments are allocated. The Servicing
  Manager encouraged *** ******* to use the UHM Payment Portal to identify the
  payments are intended for a principal reduction, rather than a partial monthly
  payment.  
  
  The UHM Servicing Manager called
  *** ******* on August 2, 2022, but she was not able to make contact. Mr.
  Comeaux is encouraged to call the UHM Servicing Manger at ************ ***.
  1007 if any further explanation is needed.

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17596547, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  Anthony Comeaux

  I paid $1100(Ckf893567158pos) on 11/26 the first payment, and it was returned to my bank. The payment is complete each month prior to the due date. The mortgage company is now having a problem with me paying ahead. It's a conventional loan, and I'm paying the same way I always pay. The $1200 is more than the agreed payments. I am trying to save calculated interest in paying early and paying more than the minimum required amount. I've reached out to them about the accrual of an absorbent amount held in "suspend account", the company created. I only want the credit for payments made as they are made. We are now in August 2022 and this has been an issue from the beginning and the same goes for the prior loan with the same company. The company account manager I spoke with said my first payment was automatically returned by their system. Arguing is not my strong point. If you check my payment allocation, you will see how they are applied. I do not know enough about the lam and what is required of me.