28 Customer Reviews
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Review from Anthony K
1 star03/21/2024
Terrible communication throughout the process. Didnt know who to talk to get things done. Before the first months payment they transferred my mortgage and still requested me pay them the full amount and trust they would take the escrow amount and transfer to new lender. Refused to allow principal and interest payment and refused to make any negotiations other than threat of reporting to creditors. I highly encourage any Veterans using this or thinking about using this company to think again. Worst service Ive ever received from a man who has been working with mortgages for 30 years. Extremely thankful they transferred my mortgage so I dont have to worry about their bad business and customer service in the future.Review from Kunal G
1 star03/11/2024
Hello, me and my brother have been jumping through hoops to close on a new house from ***************. We both have salaries to support the mortgage and my brother additionally is active duty in the military currently. He was in the national guard from 2017 to 2022, and went active duty in 2023. We are at the end of the process after giving our deposit and having the closing moved multiple times. The lender is now saying that they wont consider his civilian income because "they" don't believe he can still be getting paid, despite showing the last 4 months worth of pay stubs since hes been on active , and mulitple years tax returns. Furthermore , they have chosen to only consider using his military income,and not civilian income, which conveniently puts us just over the allowed debt to income threshold. When asked why they wont count it, they have no reason other than their own disbelief. His manager has also written a letter stating that his pay has not and will not be affected by his transition to active duty military, as he has always worked in his current capacity. We believe that this is racial and military discrimination as my brother feels as though he is being punished for deciding to serve on active duty. They have claimed that they need to see two years of income at the same time, but fail to take into account that he has been in the national guard and same civilian job for 7 years now, with the only difference being now he is active duty, and performing the same role.Review from Katherine M
1 star03/02/2024
My husband and I recently purchased a home and were extremely dissatisfied with the team in *******, ** - specifically *********************. His entire team refuse to communicate with me and only spoke with husband. I made several attempts to explain that I wished to be included in the process as the loan was under my name and I was the one making a substantial down payment. Emails, texts, and phone calls continued to go only through my husband. In addition to the lack of communication, my husband would receive several notices from different people in the same office asking for the same documentation and often repeating requests that were already completed. It appeared that no one on the team communicated with each other, and made the process extremely frustrating. Several times ****** threatened to change our closing date because we did not respond immediately to corespondents that were sent after normal business hours. After I left my initial review about my concerns, ****** called my husband about my poor rating on their services. I called him directly to which he was extremely irate and rude during our conversation. I have never heard of a mortgage lender contacting their clients about a poor review or gaslighting their clients because their ego was clearly bruised. A true lack of professionalism from this team and it ruined the home buying experience for my family. I will never recommend this mortgage company to anyone.
DHI Mortgage Company, Ltd. Response
03/29/2024
Thank you for providing this feedback. DHIM strives to provide excellent customer service, and we would never want a borrower to feel excluded from the process. Our review found that the co-borrower/spouse requested that he be the primary contact during the loan process as the borrower worked a lot of hours. We accommodated the request believing we were fulfilling our customers wishes. Our team was aware of some frustration in the verification of employment process but thought the rest of the loan process went smoothly. This is why we reached out after receiving the low customer service score with no comments; the team wanted to know what we could have done better. Thanks again for the feedback; were disappointed you did not receive the level of care you expected.Review from Ivan R
1 star01/30/2024
I am in the process of closing with them and you can see clearly they have not been that much in business as other banks the most unexpected thing was that they just take English statements in which I felt discriminated as a Latino I am I don't think is necessary to file documents in English since we are in ******* and the Latino population been growing very much lately here. The loan processor don't seem very sure when asking for documentation I am new in this and have found this a very disturbing and messy process with them. Even if I close the deal I will not recommend this bank to anyone. I just Expect don't have any retaliation with the process in which I am going thru since I am posting this review.DHI Mortgage Company, Ltd. Response
02/27/2024
Thank you for allowing DHI Mortgage (****) the opportunity to respond to this review.
Even though ********************** claimed he felt he was being discriminated against because of his Latino heritage, his Mortgage ****************** is also Latino, she speaks fluent Spanish and she communicated with him in Spanish, as he had requested.
********************** sent snapshots of his documentation, which was in Spanish. **** has translation software to translate Spanish documentation to convert it to English, a requirement of the **** investor. For translation, it must be in PDF format. The loan processor (LP) and MLO requested that ********************** convert his Spanish documentation to PDF format for translation. He did not initially understand what was being requested of him.
Per the **** ********************** now understands and agrees with what is being asked of him. He has therefore provided all requested documentation in PDF format, so all Spanish documentation has been translated. We received final loan approval, and he is set for his closing later this month.
All **** MLOs are required to ask language preference at application and, when possible, MLOs are assigned accordingly. All borrowers are supplied with a Translation Notice at application and are given the opportunity to have all application documentation translated verbally, as well as having all borrower-provided documentation translated when it is presented in the applicable PDF format.Review from Billie Jo J
1 star12/15/2023
This company approved ** for a mortgage loan, took our initial money, put us through a ton of hoops, and declined us for a bizarre reason the day before closing and then stopped contact.DHI Mortgage Company, Ltd. Response
12/18/2023
The consumers were approved for the purchase of a primary residence in *****, with the complainant being a non-occupying co-borrower. The loan was declined right before closing when the borrower notified DHI Mortgage that he moved to ****** several months earlier. Based on that new information, they no longer qualified for a primary residence in *****. There were no monies collected by DHIM.Review from Kasandra S
1 star11/30/2023
I was qualified to purchase the home in *******, **, my credit score is excellent, I have a great job. The underwriters stated they didn't need any additional information from me. I was prepared to close on Sep 29, 2023 and the day before my inspection date, I was contacted stating I was no longer approved. Now DHI Mortgage is trying to keep my deposit, stating I was in breach of contract. I have to now contact an attorney to get my deposit returned, I also had a realtor so if I was in breach my realtor would/should have advised me prior to a breach deadline. Not fair that they are keeping my deposit when they have already sold the property.DHI Mortgage Company, Ltd. Response
12/08/2023
Our review found the consumers loan was declined for excessive obligations due to insufficient/unstable lease income. DHIM is not a party to the consumers sales contract and does not collect or retain ******* money deposits. The consumer needs to contact the builder/seller regarding any questions surrounding breach of contract or ******* money being retained. DHIM is not keeping the consumers deposit and is not involved is these decisions.Review from Gregory V
1 star11/23/2023
Worst understanding from underwriters about my job and being able to manage expenses while home on vacationDHI Mortgage Company, Ltd. Response
12/08/2023
Thank you for the feedback. Our review found the consumer was between assignments and on bench status per his employer without pay for the past two months. The employer could not confirm when the consumer would be able to meet the contractual requirements and pass the physical readiness test. Once the consumer is working again, we encourage him to reapply.Review from Andy C
5 stars11/17/2023
I just closed on my home today. DHI Mortgage was very fast with closing, provided me all information I requested. Anything they requested I sent. Anytime I contacted them I got a fast response. It is my first home and it was incredibly smooth. Closing costs where covered and I am a very happy customer! You guys rock!DHI Mortgage Company, Ltd. Response
11/20/2023
Thank you for taking time out of your busy schedule to share your experience with DHI Mortgage. We're so happy to hear from you and will share your comments with the local branch. Congratulations on your new home!!Review from Melody S
1 star11/10/2023
I saw the new construction townhome i wanted to purchase it fit my budget. I was told my purchase would be contingent on the sale of my home in another state. I initially had my own lender, but they convinced me to go with *** stated they could get me a lower interest rate, and **** in incentives. So i agreed to start the loan application with them. It has been nothing but deception, after deception. I moved to the state so i could close when they said we were closing. I had to stay in an expensive hotel, while they found every excuse to delay my closing. I obtained my final job offer that was the only thing holding up my closing. Then days before they said,, oh no you have to wait until you actually start working. My son has cancer,, its almost winter time, i moved **** miles away on a broken promise and a very traumatic experience. I have purchased 4 homes prior to this, and this by far is the worst situation i have ever been in. They have caused me nothing but pain and distress, and are asking for documentation after documentation . I have been mislead and this has caused me an extreme hardship. I was told we close, next week now they have pushed it out again,, i cant take this anymore. Worst decision Ive ever made. Now i cant help but believe this is racially motivated.DHI Mortgage Company, Ltd. Response
12/07/2023
The borrower applied 9/21/23 and was moving across the county from the ******************* to ********. She left her prior employment with the **** of ******* 9/15/23 and had a tentative offer letter from the **** of ******* in Fort Eustis, ********. The loan was conditionally approved 9/28/23 subject to the final offer letter and receipt of her first paystub.
Although the tentative closing date on the sales contract was 10/18/23, the borrower did not receive her final job offer and acceptance letter of employment until 11/3/23 with a starting date of 11/20/23. DHIM was able to make an exception to close her loan 11/22/23 before receipt of her first paystub. Therefore, DHIM disagrees that we delayed her closing for a month; the borrower was unable to meet the conditions of the approval until she started employment.Review from Alexa G
1 star09/27/2023
I have no explanations for why they wont give me the loan. They are racist. They only want white people to be approved. Im Mexican ********. I have an 816 credit score and only need a small loan. They have all the paperwork they needed but keep deciding they want other things. They are asking me about every single deposit and debit on my bank statements. Asking me about what I bought and why. I dont know what I bought at the store two months ago!!!DHI Mortgage Company, Ltd. Response
10/27/2023
We appreciate the consumer making DHIM aware of their concerns. We strive to provide excellent customer service and are disappointed that the consumer felt otherwise. In regard to the borrower's claims of racism,**** takes claims like this very seriously. DHIM does not discriminate on the basis of any prohibited class and has very strict policies and procedures in place to assure compliance in that regard. It is our practice to provide the availability of credit to all creditworthy applicants without regard to any of the defined prohibited bases such as race, color, religion, ***, sexual orientation, gender identity, marital status, familial status, age, national origin, handicap, receipt of public assistance, or whether or not the applicant has in good faith exercised any rights under the federal Consumer Credit Protection Act.
Our review found that the consumers loan had already been conditionally approved at the time the review was posted, and it appears the consumer was unhappy with the remaining documentation needed to close. Although it was a small loan amount, mortgage lenders are still required to meet investor guidelines such as source of funds to close. We understand the mortgage loan process can be overwhelming and are glad we were able to work through the documentation and close the loan 10/18/23.
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