ComplaintsforAmeriHome Mortgage Company

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to have my pmi and escrows for property taxes and insurance removed I was told that 1) pmi had to remain on as I was not 80 % ltv I have an appraisal that shows the home value has greatly appreciated which would put me at or below the 80%. 2) they have stated the because this is a conventional loan the escrows are tied to the pmi , which is not true; they initially told me about the PMI , which I offered to send in the appraisal and I was told that I needed to have it remain on until I paid to 80 % additional I was told that I needed to just sign my initial letter and fax back requesting removal of my escrows and when I called I was told that the escrows are linked to PMI not sure why they are not allowing me to remove as I’ve paid on time and for almost 2 yrs , as long as I’ve had the mortgage with this company, additional their website says 12 months of consecutive payments made would allow for such removal for conventional loans. I am seeking resolution prior to hiring an attorney.

  

  Business response

  04/18/2024

  Thank you for forwarding Mr. C*****'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. C*****'s loan to ensure that his/her concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have nothing but issues with this company. I switched insurances right around the time my premiums were due. I let them know not to pay the old one and that I cancelled it. They told me they wouldn’t but did anyways. They then did an escrow analysis which said I was multiple thousand short and want to raise my payment $200 a month. I had a surplus in my escrow from them having the complete wrong information for a year so I had been overpaying. They had me paying the premium for a way higher policy from someone else. Finally got that fixed so when this new issue happened I figured I’d keep half the refund check from my former company since I had overpaid for so long anyways. Now they want to say I’m 2k short. The math doesn’t make sense at all and they’re basing their analysis off me having both of the insurance policies. It is so obviously incorrect that it just seems like a scam, but of course I’ve tried a thousand times to fix it and no one will. I’ll be taking legal action before my next payment is due if this isn’t resolved. I shouldn’t be constantly overpaying on a loan I’ve only had 3 years because they are incapable.

  

  Business response

  04/15/2024

  Thank you for forwarding Mrs. S****'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mrs. S****'s loan to ensure that his/her concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/15/2024

  
  
  Complaint: 21577885
  
  I am rejecting this response because:

  it is the same response they sent to everyone else, and everyone that has received this message has followed up and said their case was still not solved.

  
  Regards,
  
  ***** S****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/16/2024

  AmeriHome values all customer feedback. We received your information and are reviewing the background in our effort to provide a swift resolution. We kindly appreciate your patience.

  Customer response

  04/16/2024

  
  
  Complaint: 21577885
  
  I am rejecting this response because:
  I will closed this when my issue is resolved.

  
  Regards,
  
  ***** S****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had the worst experience with this company in the last 8 months. I was having a financially difficult year I was still making my payments but I had been experiencing issues with my online transactions through their website. My bank kept returning the money and I wasn't sure why this was happening. On two separate occasions, this issue resulted in my account being paid late and showing in my credit report since Jul 2023. When I called the company I kept getting the run around from their customer service they stated that I was missing a payment for Oct 2023 which was false and I went to the bank to get more clarity from them, the bank then pulled up the transaction and said the mortgage company had cleared it on their end and the reason for my credit being affected was because of this missed payment. I filed a dispute for that transaction online. Meanwhile, that was resolved, I called again in November 2023 I was going through a really hard financial burden so I called Amerihome to see if they had any help options for me because I was struggling they gave me the option to extend my loan to add more years and that it would lower my monthly payment. I didn't have a better option so I accepted. They also told me that because I was doing this plan they would clear up the payments for Nov and Dec and I would begin paying until Jan 2024 and that doing this would NOT affect my credit. Come Jan 2024 I called again because I was trying to make the payment and wasn't able to do so, the agent who spoke to me had no idea of the repayment plan and with further investigation found out that the previous agent had filed it incorrectly, and that it was nonexistent so we went ahead and did the application again. Since then they have continued to impact my credit stating I did not make the payments for Oct., Nov., and Dec. 2023. I called again and they claimed that I was also missing a payment for July 2023. They keep adding more "missing payments" each time I call.

  

  Business response

  04/15/2024

  Thank you for forwarding Mrs. G********'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mrs. G********'s loan to ensure that his/her concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed on my home March 15th that got pushed back I called amerihome and explained that to them they charged me multiple fees, from my account I bought the home December 2022 I was charged 2.000 for taxes when I lived there one day of that year this company had no understanding and just tried to scam money from people I lived their little over a year always paid my mortgage besides when I closed and this is how they treat people who pay I want the fees reimburse that I do not owe.

  

  Business response

  04/10/2024

  
  Thank you for forwarding for bringing A***** ***'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of their loan to ensure that the concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/12/2024

  
  
  Complaint: 21551401
  
  I am rejecting this response because: I was charged for a whole month and half when I gave them a closing date which was the 15th, the mortgage should of been on the time I was living their I had moved out because of the addendum that was signed, they took proceeds from me that was not theirs at all and again no one addresses how when I bought the home I was charged winter taxes over 2k when I live their 1 day and than the new year started 
  
  Regards,
  
  A***** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  04/15/2024

  AmeriHome values all customer feedback. We received your information and are reviewing the background in our effort to provide a swift resolution. We kindly appreciate your patience.

  Customer response

  04/16/2024

  
  
  Complaint: 21551401
  
  I am rejecting this response because: I have not been contacted by them, they charged me for 2 full months rent when I was not living their and the home sold but they charged me when it should of be pro rated because the home sold people should be aware to not go to them for a home loan so this does not happen to them.
  
  Regards,
  
  A***** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm trying to track a missing payment. I've made over 50 calls to the mortgage company, and the county office. Amerihome mortgage is unable to track payment with the third party. I have submitted multiple requests to get the same result. Stating payment was sent on 11/21/23 and received by county on 12/06/23. However I have emails from my county stating that they have not received it. I have reached out to the mortgage company they are unable to contact the third party to provide authorization that the payment has cleared. 

  

  Business response

  04/09/2024

  Thank you for forwarding S***** ********'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of S***** ********'s loan to ensure that their concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/09/2024

  
  
  Complaint: 21535887
  
  I am rejecting this response because:
  I have contacted my escrow company and the county office who should have received second payment I have emails dated the 3rd of April stating the second payment was not received.  I am not closing until I get a response from escrow company showing payments have been cleared from the 3rd party.  They stated that they spoke to smith on 04/01/24 I have email from the county tax assessors stating no one by the name of smith works in their office.  
  Regards,
  
  S***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested the mortgage company to remove the monthly payment of my property insurance from my escrow account since I switched providers and paid in full for the year. They are refusing to do so say it has to do with my LTV. This is incorrect and I'd like to speak with someone from corporate to resolve this issue.

  

  Business response

  04/05/2024

  Thank you for forwarding Mr. B*****'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mr. B*****'s loan to ensure that his concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/05/2024

  
  
  Complaint: 21532762
  
  I am rejecting this response because: 

   

  Pending more information from AmeriHome after internal review. 
  
  Regards,
  
  ******* B***** Jr
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/08/2024

  AmeriHome values all customer feedback.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/08/2024

  
  
  Complaint: 21532762
  
  I am rejecting this response because:

  representative that reached out today falsely stated several "guidelines" and referred to several documents that were never actually signed by me. I educated her on the actual rules set forth by the governing powers and requested further leadership as she was unresponsive and lacked the knowledge of the matter at hand. She even at one point agreed with me by stating exactly what I said then said she didn't mean to. 

   

  I do not believe this was anyone within certain powers to represent the company due to the lack of service, knowledge, and willingness to do the work needed to provide the PROPER solution. 

   

  Until the private property insurance payment THAT IS NO LONGER BEING PAID FROM ESCROW is removed, I will NOT close this case. Any other responses are unacceptable and deemed violation of the legal and moral actions from the lender. 

  
  
  Regards,
  
  ******* B***** Jr
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello. I am just trying to get some clarification. My escrow account is showing negative and I am at a loss of why. On my mortgage statement for 03/06/2024 I had $1,509.16 in my escrow account. Yesterday 04/03/2024 it was showing -$1,123.04, Today 04/04/2024 it's showing -$860.76. My homeowners insurance is $1,603, It only went up $6 this year, If that, and now my mortgage payment is $214.10 more. I know there was confusion on my updated policy and Amerihome ended up paying my insurance company $1,848 instead of $1,603. The extra $245 will be reimbursed back to my escrow account.. But it shouldn't be in the negatives that high of an amount, if at all, and my monthly mortgage payment shouldn't have gone up this much. There is a $338.84 difference between what I had in my escrow account and what Amerihome paid my home owners insurance. Something doesn't add up here and I need this adjusted before I pay my mortgage in May.

  

  Business response

  04/05/2024

  AmeriHome values all customer feedback.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Amerihome is the worst Financial company I have ever dealt with, I requested assistance back in Oct 2023 due to lose of job I was informed in Dec 2023 that I was approved for a trail payment plan which has been fulfilled March 2024. Overviewing my account information online is saying I have unapplied or Misapplied funds which I'm not understanding any of the information due to when I call in I'm getting wrong information about my account and also being transferred from rep to rep and none of the information is accurate. I was informed after completing the trail payments that I would get sent out documents that needs to be sign and get notarized and sent back in to fulfilled the agreement. I called in the last past two weeks and was informed that documents are being prepared but yet to receive them. I called in again today and was informed that they don't send out documents on a trail plan which that was told to us once we had accepted the trail plan they also informed when the account was updated with the payments they would send out our money that's inside escrow which now they are saying I'm behind by $20,000 and also I have a credit on my account for Misapplied funds in the amount of $4464 and money in my escrow account that say's I have $7660 that is supposed to be in escrow but they have taken out 5758 but unable to see it on my account my end. You always get mixed information from them but they are quick to report your account for nonpayment but they are unable to fulfilled there job once you have completed the terms and agreement. My escrow account should have a total of $13000 if I only supposed to have a total of 7760 in escrow and I have fulfilled the terms where are my funds and why isn't my account updated. What mortgage company takes the money out of escrow where the customer is unable to see the correct amount very Shady business with this company they have not been straight forward since we got the loan back in June of 2023.

  

  Business response

  04/03/2024

  Thank you for forwarding L***** ***** concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of Mrs. Davis's loan to ensure that her concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/03/2024

  
  
  Complaint: 21521751
  
  I am rejecting this response because: I want someone to reach out to me I’ve been dealing with this issues for sometime now. I would like a manager to reach out and get my account updated and send out my escrow funds.
  
  Regards,
  
  L***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  04/03/2024

  AmeriHome values all customer feedback.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/03/2024

  
  
  Complaint: 21521751
  
  I am rejecting this response because: l rejecting this message due to I have not been contacted by any representative from Amerihome, I’m going to wait for them to reach out to in order to close the complaint due to they never respond by phone or mail or on the portal. Until I receive a call and get my account issues resolved I’m going to continue to reject. Amerihome is playing around with consumer account information and it needs to stop.
  
  Regards,
  
  L***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An Escrow analysis was performed on my loan and it's inaccurate because Amerihome mortgage overpaid on my taxes by 3x the amount actually owed. They refunded the taxes paid but aren't taking the refund into account and are raising my monthly payment by $2000. I need someone from the management team to contact me that can correct this error.

  

  Business response

  03/29/2024

  Thank you for forwarding N***** *************s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of N***** *************s loan to ensure that their concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  04/04/2024

  
  
  Complaint: 21502139
  
  I am rejecting this response because:

  I have been in touch with 6 different AmeriHome customer service representatives and all of them have failed to resolve the issue. I do not accept this response until a detailed resolution is provided to me. 
  
  Regards,
  
  N***** ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/04/2024

  AmeriHome values all customer feedback.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My closing date was in August 2023 and I’ve encountered nothing but issues and dead ends when trying to get my issue resolved. AmeriHome is overcharging me for my escrow payments. They call it their policy. I have done all they required in order to have my taxes and hazard home insurance payments changed from being deducted through the escrow account to making these payments directly to the county and home Insurance myself. My request was “denied”. I would have no issue with them taking care of this if they did the math correctly and made accurate and timely payments. I’ve received multiple “escrow shortage” letters with different amounts everytime after I called to complain. They always find some generic reply to give me and nothing ever gets resolved. It’s like talking to a wall. All I want to do is to make my own payments for taxes and home Insurance because they are double charging me for these. I dont know where else to turn. Please help.

  

  Business response

  03/27/2024

  Thank you for forwarding R**** ******'s concerns to our attention and allowing us the opportunity to respond.  AmeriHome Mortgage LLC, ("AmeriHome”) strives to provide superior customer service and process all transactions in a timely and accurate manner.  Upon receipt of the BBB notification, our office is in the process of completing a thorough review of R**** ******'s loan to ensure that their concerns are addressed.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  03/27/2024

  
  
  Complaint: 21493642
  
  I am rejecting this response because:

  This is the same automated message that they always send but nothing is ever done. It has been months of trying to get this issue resolved by contacting the company directly. The employees just read off a policy and expect you to accept it when they have no explanation of the actual financial data we are reviewing. 

  Regards,
  
  R**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/27/2024

  AmeriHome values all customer feedback.  Upon completion of our review, an AmeriHome representative will respond directly to the customer.

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21493642, and find that this resolution is not going to get resolved. I spoke with another representative who states that this is all locked in due to the investor policies in place. They will continue to charge me an overage and cut me the difference back at the end of the year. 

  I am so disappointed and I cannot wait to have my loan transferred to another servicer. I hope I never have any of my loans serviced by AmeriHome ever again.

  Have a nice day,

  
  Regards,
  
  R**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩