Consumer complaint received 2020-03-25
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
During Tropical Storm Imelda our home received flooding damage. We had flood insurance through XXXX whom processed our claim and issued several checks. 

We have sent the checks to Loan Care LLC 's Insurance Claim Check arm. They provided online information requiring certain items from us including a signed contract for repairs, a copy of a W9 for  the Contractor as well as a license. 

The State of Texas does not license General Contractors. we have provided copies of their registration, their bonding, their insurance and waiver of lien. 

Each submission is followed by an absence of contact until we call them back. At that time we are told the case is under review or has been sent to a higher authority for a waiver of their requirements. 
We have never been contcted in any way when they deny sending the check. We must call them to get any information. 

We have submitted the following information to them : Insurance Adjuster 's Worksheet XX/XX/2020 Received Contractor 's Signed Contract XX/XX/2020 Received Contractor 's Signed Contract XX/XX/2020 *Not Accepted W-9 Form - ( all contractors complete ) XX/XX/2020 Received W-9 Form - (  all contractors complete ) XX/XX/2020 Received W-9 Form - ( all contractors complete ) XX/XX/2020 *Not Accepted Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 *Not Accepted Contractor 's Waiver of Lien - ( all contractors complete ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received Copy of Contractor 's License/Insurance and Bonding - ( all contractors ) XX/XX/2020 Received *For details, contact us at XXXX, Monday - Friday, XXXX XXXX  - XXXX XXXX EST, Saturday XXXX XXXX  - XXXX XXXX  EST Information about Documents Other Documents Received Date Status Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Letter of Request XX/XX/2020 Received Power of Attorney XX/XX/2020 Received Contractor 's Bond XX/XX/2020 Received Power of Attorney XX/XX/2020 Received We have exhausted our capability to move forward with this company and require your assistance. Our contractor is about to with draw our repair contract due to the length of the process. That will mean that we must start over with the entire process with no idea if there is any contractor in the State of Texas who will meet their requirement.

Our General Contractor built the home we are repairing as well as many other homes in the XXXX area. They are a well respected builder and currently are building several multi- million dollar homes in XXXX . 

We have contracted with a landlord to rent a home during the repairs with some urgency eight weeks  ago so the repairs could commence immediately. Therefore we are paying both rent and the mortgage during this delay. The financial impact is several thousand dollars per month. 

The Insurance Claim Check personnel have been friendly and seem professional but the website is not informative nor do they provide updates to us. Only by continuous telephone calls are we updated to the most recent denial of documents. The Loan Care LLC unit is holding {$190000.00} at this time and we need an immediate dispersal of 30 % to commence work.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation