Amerisave Mortgage
Reviews and Complaints

Amerisave creates a facade that they are responsive and professional to encourage confidence until the application fee is paid, followed by a complete lack of professionalism and absence of communication.

We were lured in with promises of low interest rates and points and had received our initial Loan Disclosure on 1/8/2021, but then upon receiving our Closing Disclosure on 2/9/2021, our closing costs had increased by over $2000 despite having signed for a rate-lock of interest rate and points weeks prior on 1/23/2021. After multiple unanswered voicemails and emails, I was finally able to speak with our loan officer, Jacob Buzzard (NMLS ID 1794620), who acted inconvenienced to answer my questions and became hostile and defensive when asked to clarify the discrepancies. He stated he had no idea where I was coming up with the percentages that I was referencing, despite having documentation of the rate-locked Loan Estimates and Closing Disclosures citing these rates/loan points with his signature on them dated 1/30/2021. He began yelling and berating me and stated that it is not his fault that I didn't understand what I was signing and they had not made any mistakes on their part, followed by him threatening to cancel our loan application and then hanging up on me. I attempted to contact his supervisor, Sean O'Laughlin (NMLS ID 376383) multiple times via phone and email with no success. Sean's voicemail provides a contact number for his supervisor, Jonathan Coleman, to contact for "immediate assistance" but after multiple calls I was never able to get through to him and his voicemail was full. I was unable to find Jonathan on the company directory to follow-up via email.

I am truly perplexed as to how Amerisave has any good reviews. I have found multiple other reviews of customers who have had similar experiences to ours - citing mistakes on discloser sheets involving interest rates and points as well as running themes of lack of communication, ineptitude of loan officers, and poor customer service. This company fosters a culture of bullying and assumption of consumer ignorance. Overall I found the staff to be unprofessional and inaccessible. Save yourself the headache and grief of dealing with them as well as your $500 application fee.

Called and Spoke to Darius Davis in November, I wanted to Re-Finance my mortgage. It was difficult to pre-qualify, after adding my partner to the application I was told that we were good to go. Spent about an hour with Darius providing him all our info, and then paying the upfront $500 application fee. Things went fast got several emails to upload the documents required. Employment verifications and all that stuff. Got the appraisal completed and in. Got the initial disclosure that had PMI on there because the appraisal came back little low, but that wad ok. Keep in mind all this wad electronic no direct speaking with Darius. Most emails from him were automatic replies, and when I sent an email two months later because hadnt heard anything and I was getting concerned all I got was another automatic email to upload even more employment verification. I recieved the closing disclosure and signed them. Great we are closing. then a month later on February first I get a dry non concerning email that I had been declined. I looked at the decline letter and it stated I wad declined because of our income was not sufficient. Granted we were furloughed for a timme during corona virus, but our wages were not effective, and at the time of the initial application we were both fully employed and making enough to get the loan according to Darius, and the Closing disclosure. Everything seemed like we were good to go until I got the generic email. Darius has not picked up the phone to say Sir, I am sorry this did not work out. Here is what we can do? or not do? WOW no customer service at all. I at least would had thought communication would have been constant and great for $500 that I will probably never get back. Thanks Darius for telling me this would be speedy. and for keeping in touch...

Misleading information, horrible customer service, unethical behavior I started the refinancing process with Amerisave on 12/30/20. My Loan Originator was David Siebert. On 12/31/20 I paid a $500 application fee to start the process. Since that day, I had spoken to David 1 time in the whole process. It was in the first 3 days of applying. I have heard nothing from him since. I have made multiple phone calls, with Voicemails, and emails sent to him on 1/6/21 and 1/12/21 asking to please help and if there is someone else I need to direct the emails and calls, to please let me know. All of this correspondence was in need of guidance regarding information requested of me that didn't pertain to me (ex. being requested to upload 1099's after giving them tax returns for 3 years and W2's, which match the tax returns, and I have never received any sort of 1099 in my career. Also to upload bank documents for an account with a $583.85 balance, but they didn't provide this account number and I had no account that matched this balance-so unsure what in the world I was supposed to do). After no response from him, after countless attempts, I called Amerisave's main number. I spoke with customer service and explained my displeasure with David's customer service and I needed guidance on what to do, because these tasks were requested of me and wouldn't be removed in the system, but I had no information to provide regarding their request (I was thinking maybe they were getting my account crossed with someone else). Within 5 minutes of ending the phone call, I received an email that my username and password to my Amerisave account was changed (SHADY). I called back and let them know I didn't do this and I would like a manager to call me. That evening Steve Wirtanen called me, stating he was the GM. I explained my situation. He apologized on behalf of David and reset my account to login. He let me know David was on maternity leave the last 2 weeks with his wife and the gentleman covering for David resigned, so the ball got dropped. Interesting because David was still signing off documents that were uploaded, never had an out of office reply, or Voice recording stating he was out of the office. Also interesting because if he was on maternity leave the last 2 weeks, I wouldn't have initially been able to speak with him and there was no mention from him that he would be "unavailable" moving forward. My mortgage was approved on 1/21/21 and closing disclosure signed that day. Closing was set for yesterday 1/29/21, then on 1/27/21 I was notified by Aaron Smith the loan processor that they didn't get the disclosure sent to my husbands email to sign (as someone not on the loan, but the deed), so they asked that he upload and sign immediately. Also that we would have to wait 3 days from the acknowledgment. They received his signature within 30 mins. So closing was then set for 1/30/21 (today) at 9:30am. Last night at 8:00pm the closing office Mark (third party) called and let me know he was notified earlier in the day, but just seeing the email that closing was moved to 2/5/21. He said the note stated this was due to Solidifi the title Company. I called Solidifi last night and thank goodness they were open until 9pm eastern time. They informed me they were ready to close and received notification that I was the reason for the change of date. Right away I sent Steve the GM of Amerisave an email along with Aaron to ask what in the world is going on and to request a refund of the $500. I have no trust in them as a company. I also changed my schedule twice already. I am in healthcare and its hard to change my schedule once, let alone twice, and now even though I still haven't heard from Amerisave about the change in date, a third time. I do have all email correspondence, and any other documentation pertaining to what is being mentioned in this post if I need to provide. There is more information regarding the whole process I would like to add, but will wait. I would like my $500 back to cover a small portion of my losses.

I applied for a mortgage refinance online on Dec 18, 2000. I was called the next day by a representative who, after asking if he could pull a credit report said "I was top-shelf" (800 FICO, only required a 60% LTV and had good income). We agreed upon a 2.5% interest rate for a 30 year loan with 1/2 point. He wanted to "float" the interest rate "in case it were to come down further."

He then asked for a $500 deposit to begin processing. Once received, I was repeatedly asked to submit, and resubmit, income documentation as many as 3 times by various employees of Amerisave.

Meanwhile, there was no communication from the Mortgage Originator, or his processor, for several weeks, even though I tried leaving numerous phone and email messages.

I finally received a Closing Disclosure which stated "THIS IS NOT A LOAN APPROVAL..."

Then, nothing again, until I threatened to file a negative review on the company's services. Suddenly, I was told the loan was approved, and sent another Closing Disclosure, but this one had raised the amount of the loan by $1500, required me to bring $1500 to the closing table, and was CHARGING POINTS OF 1.75%, NOT THE.50% I HAD ORIGINALLY AGREED TO.

When I protested, and said I didn't think that was legal, and communication has again ceased.

I contacted a processor named Jose and he neglected to return phone call emails, after I submitted the application, on 10/2020 I continued to call and email asking if anything else was needed never got a response. In my opinion they hindered my ability to refinance my loan, they pulled my credit, which my score is over 830. After repeated attempts calling the company I just received notification my application was turn down for lack of documentation, whatever else was needed was not conveyed to me, my property is worth 600k I was looking to Refi the remaining balance under 300k.

I was denied a refi with amerisave, I paid 500 dollars for initial review that was either rolled into final transaction or would be refunded to me. Denial was at the end of november. I have made several calls, emails, attempts to contact customer service and still no refund. Loan number initially was [protected] and then re assigned number [protected], agent that was my contact : abe shlebah, contact number [protected]

I started the refi process on 9/2/20/ I was told 30-45 days to close. I still have not closed on this loan. I have given everything asked for multiple times. I get no answer from my loan processor . I have called and sent emails multiple times. The last I heard was that someone needed to clear one item. THATS WAS 3 WEEKS AGO!. I cannot believe how long this is taking. It should have been cut and dry. Also they pulled my credit report multiple times causing my score to decrease; I am beyond pissed at this point! I email and call constantly with to no avail! I'm supposed to be saving money and I'm losing money ! I hope someone see's this and gets my loan closed now!

Similar experience to other reviews though am still hoping that I can work with them on a 2nd attempt. Basically excellent credit, quick turn-around on paperwork, then a massive wait of 3 months and loan never closed- though my choice. Initial terms included credits that covered most of the loan costs. Then processing delays, more paperwork and the final result was: charged a $500 fee upfront which almost starts to feel like theft; multiple credit pulls and payoff statements at $30 each; The revised terms & conditions came in DOUBLE of what they initially quoted. They claimed the fmac point change in Oct 2020 and something about the lock had raised costs, but this was at the end as the big surprise for the loan. I has asked multiple times about some of the changes during the process and only got fluff answers- it will work out, wait for the final paperwork, etc... Very very frustrating experience, no refinance, and customer bears the cost of their delays.

Via e-mail
To whom it may concern:
December 21, 2020

On October 20th I contacted Courtland Patterson with Amerisave about a refinance on our home. I explained to him that we were going to install a pool and wanted to refinance the house and use the additional funds to pay for the pool. Patterson said no problem that comps indicated our home far exceeded the finance amount requested. At his request we lifted our freeze at the 3 credit bureaus so he could run our credit, he immediately said we were qualified, our credit score was over 800. We filled out the application and within 24 hours I had all the documentation that Amersave requested on the portal. Several days later Patterson said that we were approved and that all documentation was in. There was 4 requests for documents that do not exist and Patterson said not to worry he would take care of removing those request. He assured me that closing would be very quick, less than 30 days from the application date. I continued to get request or computer generated letters from him for the documents he was going to take off the portal. Finally I produced statements for each requested document that the document did not exist and down loaded them to the portal to satisfy the request.
After 30 days I began to request a estimated closing date via e-mail and did not get a response. After several e-mail requests I began trying to call him and after the third try he called me back. He assured me everything was approved, all documentation was there and that we should close any day now. I still did not get a date and began asking again, he finally said we would close on December 12 which was considerably after the 30 days. I asked for verification via e-mail on the closing date since it was a Saturday with no response. I then called again it took several calls and he re assured me we would close on 12/12. 12/12/ came an went no word from him at all. I then began getting requests for this same documents again only this time signed. On 12/14 I received an e-mail from Rich Martin said that he was my dedicated Home Loan Expert and that he would create a great mortgage experience. This was my only communication with him. On the same day I received an e-mail from Tony Ojoh stating he would be my loan processor. He has been very responsive. Ojoh set up a closing date for 12/20, and that funding would happen on 12/24, later it was changed to funding on 12/30. ON 12/18 I reached out to Ojoh about a closing time and he said he was sorry that it would not close on 12/20 he was waiting for the underwriters and he would get back to me on 12/21.
On 12/12 I created a dis satisfied review and posted it, Amerisave immediately responded that due Covid Ameisave was busy but a manger would contact me to review my concerns, this has not happened to this date.
Given the above it is obvious that Amerisave either does not want my business or they do not have the funds to fund this loan. For me to have to pay interest on two loans for 10 days is unheard of and unacceptable. I have completely lost faith and have no confidence in Amerisave, do not want Amerisave holding the lien on my home, and hereby cancel my application and request you refund the $500 process fee charged on 10/20. I have lost my time slot of January for the pool to be installed, lost my price for the pool due to Amerisave. Had Amersave been up front about the delay I may have made other arrangements and have my pool by February.
Regards

Thomas A Auten
[protected]@aol.com

Amerisave Mortgage
Courtland Patterson
Tony Ojoh

Over 5 months for remortgage. Still not complete. Now have been trying to have my appraisal, that I paid for, transferred - this has been over a month. Promised call backs, messages, ect. Nothing. Filing complaint with bbb, and if necessary will get attorney involved.

Worst customer service ever. Try getting thru to management, reception will do everything possible to avoid transferring calls. And when you finally get firm, have audacity to say if i'm rude she will not help. Seriously?

Again loan process started in june. In october i'm still receiving requests for additional information. No accountability, no explanations, nothing.

Changed companies. Now trying to obtain my appraisal. 3 weeks, still not completed, run around, not until I got firm & demanded to speak to management did they transfer me. But not to manager above last one who had been emailing me.

After 5 months my loan still was not closed, and was now being asked for information regarding an 11 year old divorce.

Stopped dealing with them, and found another company.

Have been requesting my appraisal, which I paid, transferred to new company. I've called, emailed, my new loan officer has reached out... No response

cannot get return calls, run around, ect...

You have the absolutely worst customer service department I have dealt with in the last 20 years! I did everything I was ask to do with emails to back it up. I was told you had my canceled check and you would withdraw the 150 from my account. I have called and called to be left on hold forever and no supervisor has been available for 2 weeks. All I want to do is pay my bill unlike the thousands that are not. I will be going to social media and tell them how fast and wonderful the people are that process the loan but after that they are screwed! And tell them how no one in this office wants to help there customers.  I want to use the biweekly program I paid 2 months and gave them a vioded check to take out there one time 150.00 processing fee that only this company charges and they said now I need to mail in in with anoth monthes payment or they will try and help me for another 11 fee just pure bs and this is my second mortgage with them but I never had to deal with there customer service dept before

My loan funded on 7/14/20, portion of the proceeds were paid. 2 weeks later nearly $37k of the proceeds remains unpaid. Money to be paid to Bank of America to apply to credit cards. No response after several contacts with company, including email and voicemail contacts. Loan processor told me to contact loan originator, who was copied on that email. Also left email and voicemail for originator. Attempted to contact through "My Amerisave", also no response.

I went through the application process and had the documents in place to finalize my refinancing my home loan. I was at work and unable to view the documents so I requested the closing costs from the agent. He notified me that the information was in the documents. I again asked for the closing cost information. He told me I was being stubborn and I had everything I needed. I responded that if this was the case then forget the loan. He then called me a spade and told me to do what I wanted. My request was simple and the agents reaction led me to believe that there was something to hide. I am very disappointed in this entire process.