BBMC Mortgage

BBMC did order an appraisal the first week of May.  The appraiser did have trouble contacting the client to schedule the appraisal.  After many attempts the appraisal was scheduled and completed approximately 30 days after it was ordered.  A copy of the appraisal has been sent to the...

borrower electronically.  Another copy has been sent today again.

Initial Business Response /* (1000, 5, 2015/05/15) */
BBMC takes all customer concerns seriously. We are investigating this issue. We will reach out to the customer and report a resolution promptly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
The resolution is still pending as of May 27th but I have been in contact with BBMC representative and are working toward one. I did not accept their first offer so I am awaiting a response back at this time.
Final Business Response /* (4000, 9, 2015/06/01) */
We worked together with the borrower and current servicer to resolve the issue. We have also overnighted a check for the difference to the borrower which she should receive on June 2nd or 3rd. We appretiate the oppurtunity to resolve the issue with the borrower.
Final Consumer Response /* (2000, 11, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have resolved the claim. I want to note that their customer service was exceptional in regard to resolving this matter with me. Thank you

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: [redacted] Compliance
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mybbmc.com
BBMC contacted Mr. [redacted] on X-X-XXXX to let him know that we were currently looking into his complaint.
Final Business Response /*...

(1000, 8, 2015/02/13) */
BBMC has resolved the complaint with Mr. [redacted]. He thanked us for calling him to resolve his complaint.

Initial Business Response /* (1000, 5, 2015/03/16) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@mybbmc.com
BBMC Mortgage, LLC takes all customer complaints seriously. We have reached out to Ms. [redacted] and resolved her complaint.

Initial Business Response /* (1000, 7, 2015/05/15) */
BBMC Mortgage takes all customer concerns seriously. We are investigating this complaint. We will reach out to the borrower and issue our resolution promptly.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/18) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
If they took all their customers concerns seriously, We wouldn't be in this situation. I already tried reaching out to them before this complaint was filed. Apparently, it wasn't worth their time and now that it looks bad on them they want to clear their name. Well I refuse to talk to them anymore. They can handle this claim through the Revdex.com.It's not my fault they falsify information to gain clients.
Final Consumer Response /* (2000, 14, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 12, 2015/05/21) */
We have considered the customers resolution. In good faith to resolve the issue we are refunding the appraisal fee to the borrower.

We will be refunding the borrower the appraisal fee as an act of good faith.  We did close the loan and we are glad to have helped Mr. [redacted].  As far as the alleged accidental sharing of information we will conduct a thorough investigation along with our ID protection team.

We take all complaints seriously.  BBMC Mortgage purchased a lead form [redacted] where Mrs. [redacted] filled out what is referred to as a long form.  This long form contains information on what the client is looking to do as far as purchase or refinance.  It also contains DOB,...

SSN, and [redacted]'s Opt In verbiage.  The [redacted] Opt In verbiage states that the client does agree to allow for the affiliates to pull credit.  We were in contact with Mrs. [redacted] on Jan 20th and discussed completing a pre-qualification for her.  We then went through scenarios and pulled credit.  Once completed we sent Mrs. [redacted] a pre-qualification letter.  It is unfortunate that Mrs. [redacted] fells mistreated, but we can assure her that our intention was only to help her with her mortgage needs as she presented them to BBMC Mortgage.

Initial Business Response /* (1000, 5, 2014/12/04) */
Contact Name and Title: [redacted] Compliance
Contact Phone: [redacted]
Bridgeveiw Bank Mortgage Co. takes all customer complaints seriously. We have reached out to the borrower to find a resolution to her complaint.

BBMC Mortgage takes all complaints seriously.  We are currently looking into the matter so that we may resolve the issue.

This looks to be a complaint to the wrong company.  The compliant is from a remote notary closer that was contratced or may work with BCHH Title Company.  I did contact BCHH and they have verified that a check was issued on 5/18/2015 for $100 to [redacted] and that check was reconciled...

on 5/31/2015.  If there are any further issues I would contact BCHH Title directly.  Let us know if we can be of any further assistance.

BBMC does take all customer issues seriously.  This file was disclosed on July 28th and we had our initial approval issued on Aug 9th.  The issues arose with the appraisal.  BBMC Mortgage does not employ the appraisers.  The orders are submitted by our appraisal management...

company.  They send the appraisal orders to certified appraiser in the state of Georgia.  The original appraisal was completed as a condo.  The legal description clearly indicated that it was not a condo.  We sent the info to the appraiser and requested the change but had difficulty with the appraiser.  The original appraiser would not adjust the report.  We then had to order another appraisal, which BBMC paid for on  behalf of the borrower.  Due to the rural location this appraisal took some time to complete.  It was completed correctly but the value became an issue.  BBCM mortgage tried an appraisal rebuttal and supplied more information to the appraiser but the value stated the same.  The appraisal process on this particular loan was a very unfortunate one for the borrower.  BBMC did not charge the borrower for the multiple rate lock extensions that were required to preserve the rate.  We do wish that the 3rd party items such as the appraisal would have been a smoother process.  BBMC Mortgage did close the loan on Oct 14th.

We take all customer issues seriously.  We are currently reviewing information on our end from our internal systems to create a response. We want to make sure we have all the accurate information to better resolve the issue.

BBMC Mortgage takes all issues seriously.  we researched and found that there was an error with the Homebird credit.  This has been resolved and is being corrected.  Thank you for taking the time to allow us to resolve this issue.

Initial Business Response /* (1000, 5, 2015/07/17) */
BBMC takes all customer issue seriously. We will review the paper work and reach out directly to the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are working together with our credit vendor to resolve this issue.  They have responded that this should be complete within 30 days.  We will continue to follow up and once complete we will notify the borrower immediately.

We take all issues seriously.  We were in contact with Mrs. [redacted] as soon as she notified us of the issue.  We did contact the mobile notary that did the closing for Mrs. [redacted].  The notary did locate the document in question that she had with her closing paperwork and made sure it...

was sent back to Mrs. [redacted].  We contacted Mrs. [redacted] to verify how she wanted to the document.   returned.

Initial Business Response /* (1000, 5, 2015/05/14) */
BBMC mortgage takes all customer issues very seriously. We have reached out to the borrower and have decided in good faith to refund the appraisal fee.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
Happy that I got the refund, however this only happened once I had gone through the Revdex.com.
if using this company be sure to read all documents very carefully as the goal posts move a lot.

Complaint: [redacted]
I am rejecting this response because:This company did not let me know that they are pulling my credit, yet we communicating with me very frequently that they should have been able to send a simple statement within an email. I will ensure to let everyone I know not to use this company nor [redacted]. Moreover, no other company connected to [redacted] pulled my credit, so I do not accept the response.
Sincerely,
Jenny [redacted]

BBMC Mortgage takes all complaints seriously.  Mrs. [redacted] had been in contact with the branch prior to filing this complaint to discuss the loan.  It was explained that there was a legitimate reason that the file could not close under the ARM terms and had to be closed with a fixed rate...

(employment situation).  The borrower's did receive a new GFE on 8/27 and was reviewed.  The 3 business days also counted Saturdays as we were open then.  Mrs. [redacted] did understand the the above when she spoke wih the Regional Manager.  We did everything we could to close this loan in 20 days as the closing date was moved up and we accomidated the quick close.  We would like to help Mrs. [redacted] with a refinance so that the borrower's can obtain an ARM loan as the previous Banker had explained.