V.I.P. Mortgage, Inc.

Our experience working with John and Andy at VIP Mortgage was a nightmareI would never use VIP again nor would I recommend them to anyone elseThey did not explain the mortgage/home buying process they would be taking us through at all and they knew we were first time home buyers from the beginningThey would send us documents for our mortgage and expect us to just sign them and send them backWe wanted to know what we were signing before we did so and when we would call with questions they always seemed annoyedThere were several times we had to send them the same documents multiple times because they lost themCommunication throughout this process, both internal and external, was horribleVIP would tell our realtor one thing, tell the title company something different, and tell us something elseEveryone had different information about what was going on, which made this whole process even more difficult than it needed to beThe sellers were also extremely upset by how long this whole process took, since they were trying to close on their new house and could not do so until they closed on this oneVIP did not keep us updated about what was going on with our loan through the processThere were several very important pieces of information that VIP forgot to tell us until last minuteWhen I tried to address my frustration about the lack of communication near the beginning of this process, I was asked "do you want
this loan to go through or not?" I was shocked by how rudely I was treatedThey would not even listen to me and told me they didn't want to hear itI was simply asking for better communication and for things to be explained to us and to be kept up-to-date on what was happening with our loanWe were also told that it was our responsibility to figure out the process and what was going on, it's not like we were given the information and had just neglected to read through itWe were weeks late closing and the mortgage company kept telling us that it was our fault even though we had given them all the documents they requested from us in less than hoursMy husband called near the end of the process to try to figure out what the hold up was, he was told by Andy that "if you're looking for someone to blame you can point your finger at us but there are still three fingers pointing back at you, so blame yourselves." From the very beginning I would ask them several times a week how things were going with our loan and if there was anything they needed from us and I was always told everything was fine and they didn't need anything elseA week and a half before we were supposed to close on the house VIP all of the sudden wanted to throw all the documents together, they would send us something and ask us to date it several weeks back and then ask for it to be sent back immediatelyVIP was finally able to get it together so we could close on our house over weeks late and honestly I think I'm happier about that fact that we no longer will have to deal with VIP on a daily basisUnfortunately buying our first home was a miserable experience, thanks to VIP

Amazing company! Worked for VIP in scottsdale for about yearsGreat employees, great leadership, great atmosphere!

Submitted refinance applicationWe agreed upon the rate and I requested a rate lock as well as consent to proceed with the applicationI have been told by Pat O*** that all the processes including underwriting happens inhouse and he feel very confident to close my application in days or lessThe rate lock was issued for daysIts been days and nothing movedHe was very prompt to request for an appraisal and have me spend the moneyTodd was assigned as loan processorvery incompetent personDoesn't know what is happening with my case
As we progress with my application, did not receive any communication regarding the current status of the loanAll my calls to Pat use to end up in voicemailAfter several follow-ups, I use to hear back from Pat, offcourse not a good news but suggestions to close this credit line, close that ***I have told him that closing the *** will cost me a closing fees in the amount of $He assured me that once I close the ***,

I am a disabled veteran, a kidney transplant recipient of years, and a cancer survivorI had the displeasure of being strung along, lied to and my plans ruined by VIP mortgageI was in process of buying a home in Anthem, AZ with Richmond American Homes (another treacherous company) as the builderI was forwarded to Austin Bof the Scottsdale office and in the beginning he was helpfulI was diagnosed with cancer in December of and plans were slowed down in terms of fixing up some issues with my creditIt is now April, and I have come to find out that everything I was told, from timeframes to deadlines, to my contract itself was flawed and Austin Bhad been conniving with the higher ups at Richmond American to keep me out of the home that was built for meVIP at times never responded to requests, put me off, and ignored what I was telling them about my illness, failing to see how it was affecting loan plansI was repeatedly told to do thing regarding my credit but with this diagnosis I couldn't do it exactly when and how they wanted itI was coming out of a chemo therapy treatment and was called by Austin Band was warned that I might be getting a call from RA salesperson saying my contract was pulledI was then called and notified that contract was indeed pulledI was then called by Todd C***, VP of sales with RA and was told no, my contract was not pulledI went back and forth with both of them and to this day, contract was pulled and I have not received any further loan help or fundingI am going through another lender and hopefully can put this whole ordeal behind me and I suggest anyone working with them reevaluate their deals

Attention: Conciliation & Engagement Specialist, The attached emails show that the new lender was not able to use the appraisal that was previously ordered. V.I.P. Mortgage will be issuing a refund in the amount of the $225.00 collected to the borrower. Thank you, Chris Chris...

 J[redacted]SVP Branch Support and ProductionV.I.P. Mortgage, Inc.2810 Crossroads Dr, Ste 4800Madison, WI 53718 Office:     480-535-8730Fax:         480-436-7910[redacted]@vipmtginc.com

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Joseph P

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

To whom it may concern:
          I do not agree with the response submitted by this business.  First if all, when I was contact by the person from VIP Mortgage, he represented himself as the owner of the company, not the Vice President.  He further stated that he would look into seeing what could be done with my credit score... He all but crawled over himself to get me to say that I would not contact an attorney that I had access to.  He then tried to minimize the situation by saying, "Your credit scored was only dropped by a couple of points and it will be back to where it was in a couple of months.

 

          The second time he called me, he didn't even mention speaking to any credit bureau.  He then said that he would sent me a letter of apology,  which by the way, I have never received.  So, it is no wonder that I believe that this individual was "blowing smoke" so to speak in an attempt to lessen the situation.

 

         I take my credit very seriously.  I am not rich and do everything that I believe that I can do to keep my credit good.  This company knew full well that what they did was wrong and did so to obtain yet another sale with no thought that anyone would catch their underhanded business practices and now they think that I will sit back and do nothing.  Not.  These kind of illegal business practices need to stop and I blame the government for allowing it to continue.

Regards,

 

Please accept this in response to [redacted] response, we contacted this client on many occasions and did apologize as she requested. [redacted] is the VP/Sales Manager and Co-owner of V.I.P. Mortgage, Inc. and was the other person who spoke to [redacted] along with myself. As stated in our response her husband applied for a loan with us and authorized us to run their credit report as he had done at a prior company he applied for financing at. I personally contacted the credit bureau and verified that the score she was referring to was based on a different scoring model.

 

[redacted] kept in contact with [redacted] up until the closing was scheduled, and advised her she would have to sign a Disclaimer Deed and asked if she was willing to do so, at which time agreed and the file closed. At this time we apologize that [redacted]t is not satisfied as it is always our priority to provide excellent customer service.  

 

Sincerely,

 

Please see below for response from the [redacted]n officer. We do apologize this borrower felt there was a lack of communication. Our Branch Manager has been in contact with the borrowers and we will continue to be to see this issue gets resolved. 

Good morning,

 

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I apologize for the delay in getting you this

information.  I wanted to be able to give you as much detail as possible.  The [redacted] were a referral to me from my data base.  I Began working with them when I was at [redacted] on

October 21st.  Mrs. [redacted] was employed at a sleep center and limited access and time to talk on the phone and asked me to email her the information and list of items she would need to get together for us.  I

sent her an email with the information.

 This is an investment property.  I received some of the information on 10/23 and again on 10/25.  Disclosures were sent but I did not receive them back from the borrowers so I sent them again on 11/4.

 

There appraisal came in on 11/12 and the value was low for what was needed for their refinance.  I told them I would look at programs available that might be able to meet their needs.  The appraisal came in

at $120,000.00.   After searching for programs and researching if they qualified for the [redacted] program, I let them know that we did not have a program available at this time.

 

The Co-Borrower was laid off from her job in early December but it looked like we might be getting access to a mortgage [redacted]n that might fit their needs and work for a refinance.

 

On December 4th Mrs. [redacted] told me she was going to go to [redacted] for the mortgage.

 

I started with VIP on March 17th and contacted the borrowers to see if they still needed to refinance.  I had researched their situation and was told it was a [redacted]n that we would be able to

do.    Mrs. [redacted] emailed me her updated information on 3/20 and on 3/27.

The disclosures were sent and appraisal was ordered.  On April 14th the appraisal department contacted me to confirm that we would need the additional forms for an investment property.  I

confirmed.

Their appraisal came back at a value that met [redacted]n guidelines.

 An error was made when the first disclosures were sent.  I contacted the borrowers to let them know that we were going to have to re-disclose.  I explained that it was a learning curve and

apologized.  Re-disclosures were sent on May 5th.  On May 12th I had not received the disclosures back so I contact Ms. [redacted] by text as she told me she had limited access to phone or email.  She

responded that her Husband had been traveling and she would have him sign on the weekend.

May 20th, I still had not received the disclosures back so I contacted her again.  Her responds was she hadn’t had a chance to get her Husband’s signature because it was the last week of

school for the children and could they still close by the end of May.  I let her know that I was not able to proceed with the [redacted]n until I received the disclosures back.  She said her husband could sign that evening.  On

May 22nd after much discussion Ms. [redacted] emailed me the disclosures, late in the afternoon.  I forward them on to my [redacted].  Please remember that Monday of the following week was Memorial Day.

On May 29 I emailed a list of updated items needed.  Ms.[redacted] sent to her husband due to her school schedule she would not be able to get the information together.  Mr. [redacted] emailed my [redacted] and I to let us

know that he did not plan on providing the information and if we could not finish the [redacted]n then they would cancel.  I let them know that we would need the information and how would they like me to proceed.

I received a call from a very nice man in the [redacted] office by the name of [redacted].  I explained the story and he said he just wanted me to be aware that the borrowers was upset and I told him that I

appreciated his information.

 Please let me know if there is any additional information that I am able to provide.  At this point I know that [redacted] is working with them and I am happy to help with what every necessary so that we have

happy customers when this is funded.

 

Thank you,

 [redacted]

To Who It May Concern,

 

My name is [redacted] and I am the Vice President and Sales Manager of V.I.P. Mortgage. 

 

I contacted [redacted] and apologized for this and sent a letter and she did accept my apology...

verbally.  There was a series of phone calls done to [redacted] over the last month.

 

She was upset that we ran her credit report without her permission and for lowering her credit score.

 

[redacted], her husband, had made loan application with V.I.P. Mortgage Inc. and provided permission for credit to be run. Unknown to us we were the second company that had ran their credit so when VIP ran our report, from her perspective it was our inquiry that had lowered her score.

 

I spoke to her and we agreed to get her husband loan approved and that we would not run another credit report in her name without her permission. I called her again once her husband’s loan was approved and reiterated how sorry we were and that she would receive a formal apology from us.  I gave her the opportunity to reverse the report and we both agreed to check one more time when the loan was ready to be complete and she would decide at that point to give us authorization to close it or not, the loan has since closed with [redacted] signing a Disclaimer Deed.  She and I did a follow up phone call a couple days before closing and she seemed to be OK and understand at that point, and was appreciative to the fact that we simply apologized and admitted that it is not good practice to assume running a credit report for a separated spouse situation is good practice.  I did tell her we have changed our policy on this.          

Thank you,

 

Sales Manager

Our experience working with John and Andy at VIP Mortgage was a nightmare. I would never use VIP again nor would I recommend them to anyone else. They did not explain the mortgage/home buying process they would be taking us through at all and they knew we were first time home buyers from the beginning. They would send us documents for our mortgage and expect us to just sign them and send them back. We wanted to know what we were signing before we did so and when we would call with questions they always seemed annoyed. There were several times we had to send them the same documents multiple times because they lost them. Communication throughout this process, both internal and external, was horrible. VIP would tell our realtor one thing, tell the title company something different, and tell us something else. Everyone had different information about what was going on, which made this whole process even more difficult than it needed to be. The sellers were also extremely upset by how long this whole process took, since they were trying to close on their new house and could not do so until they closed on this one. VIP did not keep us updated about what was going on with our loan through the process. There were several very important pieces of information that VIP forgot to tell us until last minute. When I tried to address my frustration about the lack of communication near the beginning of this process, I was asked "do you want

this loan to go through or not?" I was shocked by how rudely I was treated. They would not even listen to me and told me they didn't want to hear it. I was simply asking for better communication and for things to be explained to us and to be kept up-to-date on what was happening with our loan. We were also told that it was our responsibility to figure out the process and what was going on, it's not like we were given the information and had just neglected to read through it. We were 2 weeks late closing and the mortgage company kept telling us that it was our fault even though we had given them all the documents they requested from us in less than 24 hours. My husband called near the end of the process to try to figure out what the hold up was, he was told by Andy that "if you're looking for someone to blame you can point your finger at us but there are still three fingers pointing back at you, so blame yourselves." From the very beginning I would ask them several times a week how things were going with our loan and if there was anything they needed from us and I was always told everything was fine and they didn't need anything else. A week and a half before we were supposed to close on the house VIP all of the sudden wanted to throw all the documents together, they would send us something and ask us to date it several weeks back and then ask for it to be sent back immediately. VIP was finally able to get it together so we could close on our house over 2 weeks late and honestly I think I'm happier about that fact that we no longer will have to deal with VIP on a daily basis. Unfortunately buying our first home was a miserable experience, thanks to VIP.

Review: First let me clarify that I have never done business with, or contracted business of any kind with this company. That being said, I received a letter from VIP Mortgage to tell me that because of my recent home loan application my credit score was run, as a result my credit score dropped. I have had and lived at the same home for 7 years, I am not looking to refinance or buy another home. I attempted to contact this company and faxed them a copy of the letter that I received and they still insist that they would never of run my credit without authorization. Again, I never authorized them in writing or otherwise to run my credit for any reason and was never contacted by them to do so. I never have heard of this company before I received this letter.Desired Settlement: I would like a letter of apology written and admission of wrong doing on their part. I further want my credit score back to where it was before my credit was run without any authorization from me. I have the letter that was sent to me from this company.

Business

Response:

To Who It May Concern,

My name is [redacted] and I am the Vice President and Sales Manager of V.I.P. Mortgage.

I contacted [redacted] and apologized for this and sent a letter and she did accept my apology verbally. There was a series of phone calls done to [redacted] over the last month.

She was upset that we ran her credit report without her permission and for lowering her credit score.

[redacted], her husband, had made loan application with V.I.P. Mortgage Inc. and provided permission for credit to be run. Unknown to us we were the second company that had ran their credit so when VIP ran our report, from her perspective it was our inquiry that had lowered her score.

I spoke to her and we agreed to get her husband loan approved and that we would not run another credit report in her name without her permission. I called her again once her husband’s loan was approved and reiterated how sorry we were and that she would receive a formal apology from us. I gave her the opportunity to reverse the report and we both agreed to check one more time when the loan was ready to be complete and she would decide at that point to give us authorization to close it or not, the loan has since closed with [redacted] signing a Disclaimer Deed. She and I did a follow up phone call a couple days before closing and she seemed to be OK and understand at that point, and was appreciative to the fact that we simply apologized and admitted that it is not good practice to assume running a credit report for a separated spouse situation is good practice. I did tell her we have changed our policy on this.

Thank you,

Sales Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To whom it may concern:

I do not agree with the response submitted by this business. First if all, when I was contact by the person from VIP Mortgage, he represented himself as the owner of the company, not the Vice President. He further stated that he would look into seeing what could be done with my credit score... He all but crawled over himself to get me to say that I would not contact an attorney that I had access to. He then tried to minimize the situation by saying, "Your credit scored was only dropped by a couple of points and it will be back to where it was in a couple of months.

Very pleased with V.I.P. Mortgage. Our experience with [redacted], the [redacted], was extremely positive. [redacted] walked us through the mortgage application process very efficiently and helped us to anticipate the types of documentation that would be required to support loan approval. I have worked with large banks on mortgage applications in the past and can say, without reservations, that our experience with V.I.P. Mortgage was very good.

The people in Tucson AZ that are handling the mortgages are not communicative. They sit on paperwork, ask for paperwork they already have on file repeated times, and stall the process by not submitting the paperwork in a timely fashion. We have been trying to refinance our rental property since October of 2013 and it is now June 2014 and it is still not completed. The main person handling our loan was [redacted]. At some point in those 8 months she switched from People's Mortgage to VIP mortgage. We had already paid $450 for a home appraisal with People's Mortgage and we didn't understand the results of that appraisal and she continued to stall / not give us answers about the process. Then all of a sudden she moved companies and told us to have another home appraisal done. Once it was completed and there was a "blessing" given on the loan, she asked us to fill out more disclosures (we would have to do that with every month that passed). We filled out what were supposed to be the final disclosures on 5/21 and they were faxed to her. It is supposed to take no longer than 72 hours to go through underwriting. I called on Wed 5/28 and she stated the loan wouldn't be through underwriting until June because "you didn't get the disclosures to me fast enough." By my calculations she should have submitted them no later than 5/22 which would have given 5/22, 5/23, 5/27 and 5/28 for underwriting to approve but instead she blamed the customer. I called up to the main headquarters in Scottsdale, AZ to share my experience with their corporate office. I spoke with someone named [redacted] who said he would investigate and get back to me. He never returned the call or investigated. Then I had to put up with text messages being bullied by them to continue with the loan process even though I let them know that if it wasn't finished in May that I was done with them. Sorry but a refinance should NOT take 8 months and the customer should be treated better!

I closed my loan with VIP Mortgage in 2009. At the time interest rates were about 6%. Without a call or any communication I was locked in at a 6.5% interest rate. When I called and asked why I was locked in this rate I was told that they would drop me as a customer if I didn't proceed and lose my initial house deposit and my down payment already submitted. I will never use this company again.

Review: I have been working with [redacted] in [redacted] at one of their branches for the past 8 months. During this time she worked with another company, and then switched to VIP Mortgage. She has been non-communicative in the process and does not return phone calls, texts, or emails except when she is asking something from us. Then, she asks for paperwork she already has. She did not submit our paperwork to the underwriter in a timely fashion and instead blamed the customer for the "delay". I did give the main office in [redacted] a chance to resolve my issues and spoke with a person named "[redacted]" who said he would investigate and call me back. He never called me back even after I left a second message to check the status.Desired Settlement: They really should apologize because the way they treated us was rude and unfair. In addition, their lack of communication is unprofessional and no way to do business. I was referred to [redacted] by a friend so she should have taken care of us. Instead it was a big hassle, waste of time, and nothing has been accomplished regarding the [redacted]n.

Business

Response:

Please see below for response from the [redacted]n officer. We do apologize this borrower felt there was a lack of communication. Our Branch Manager has been in contact with the borrowers and we will continue to be to see this issue gets resolved.

Good morning,

I apologize for the delay in getting you this

information. I wanted to be able to give you as much detail as possible. The [redacted] were a referral to me from my data base. I Began working with them when I was at [redacted] on

October 21st. Mrs. [redacted] was employed at a sleep center and limited access and time to talk on the phone and asked me to email her the information and list of items she would need to get together for us. I

sent her an email with the information.

This is an investment property. I received some of the information on 10/23 and again on 10/25. Disclosures were sent but I did not receive them back from the borrowers so I sent them again on 11/4.

There appraisal came in on 11/12 and the value was low for what was needed for their refinance. I told them I would look at programs available that might be able to meet their needs. The appraisal came in

at $120,000.00. After searching for programs and researching if they qualified for the [redacted] program, I let them know that we did not have a program available at this time.

The Co-Borrower was laid off from her job in early December but it looked like we might be getting access to a mortgage [redacted]n that might fit their needs and work for a refinance.

On December 4th Mrs. [redacted] told me she was going to go to [redacted] for the mortgage.

I started with VIP on March 17th and contacted the borrowers to see if they still needed to refinance. I had researched their situation and was told it was a [redacted]n that we would be able to

do. Mrs. [redacted] emailed me her updated information on 3/20 and on 3/27.

The disclosures were sent and appraisal was ordered. On April 14th the appraisal department contacted me to confirm that we would need the additional forms for an investment property. I

confirmed.

Their appraisal came back at a value that met [redacted]n guidelines.

An error was made when the first disclosures were sent. I contacted the borrowers to let them know that we were going to have to re-disclose. I explained that it was a learning curve and

apologized. Re-disclosures were sent on May 5th. On May 12th I had not received the disclosures back so I contact Ms. [redacted] by text as she told me she had limited access to phone or email. She

responded that her Husband had been traveling and she would have him sign on the weekend.

May 20th, I still had not received the disclosures back so I contacted her again. Her responds was she hadn’t had a chance to get her Husband’s signature because it was the last week of

school for the children and could they still close by the end of May. I let her know that I was not able to proceed with the [redacted]n until I received the disclosures back. She said her husband could sign that evening. On

May 22nd after much discussion Ms. [redacted] emailed me the disclosures, late in the afternoon. I forward them on to my [redacted]. Please remember that Monday of the following week was Memorial Day.

On May 29 I emailed a list of updated items needed. Ms.[redacted] sent to her husband due to her school schedule she would not be able to get the information together. Mr. [redacted] emailed my [redacted] and I to let us

know that he did not plan on providing the information and if we could not finish the [redacted]n then they would cancel. I let them know that we would need the information and how would they like me to proceed.

I received a call from a very nice man in the [redacted] office by the name of [redacted]. I explained the story and he said he just wanted me to be aware that the borrowers was upset and I told him that I

appreciated his information.

Please let me know if there is any additional information that I am able to provide. At this point I know that [redacted] is working with them and I am happy to help with what every necessary so that we have

happy customers when this is funded.

Thank you,

[redacted]

DON'T USE THIS COMPANY!!!!! This is the kind of company that caused federal regulators to clamp down on the mortgage industry. I am selling a property - unfortunately buyers are using VIP - loan was to close today and I made my renters move out so the buyers could have possession of the property. VIP didn't even submit the file to their investor's ([redacted]) underwriting department until two days ago!!!! Here I am, with no rental income and I have to pay a mortgage payment!!!! When I got frustrated they threatened to REFUSE to close the loan if I "bad-mouthed" their company. I have it in email!!!