Consumer complaint received 2023-03-30
Company: BROKER SOLUTIONS, INC.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/2023 Missouri Real Estate Commission XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX Re : XXXX XXXX , Loan Consultant, XXXX XXXX XXXX XXXX the purchase of XXXX XXXX XXXX XXXX XXXX, MO XXXX Dear Sir/Madam : This letter is to notify you about issues XXXX XXXX and I had with Loan Consultant, XXXX XXXX and Real Estate XXXX, XXXX XXXX with XXXX  Results during the sale of our property XXXX XXXX XXXX, XXXX, MO XXXX XXXX He acted as the buyer 's agent during this sale. The contract was signed by his buyers on XX/XX/2023 and were set to close on XX/XX/2023. XXXX 's clients were not happy with the rate they were quoted from their original lender and asked to change lenders after the contract was signed. This was discussed XX/XX/2023. We agreed and the agreement was the closing date was to stay the same for XX/XX/2023, since the lender had more than enough time to get this taken care of. We offered the buyers to use our lender, since our lender stated they could get it done within 7 days and not delay closing. However, the buyers chose to use XXXX preferred lender- he suggested that they use him. XXXX told XXXX he had done several deals with him and that all was good for loan commitment and could meet our XX/XX/XXXX closing per our contract. 
To say we are dissatisfied with the way XXXX XXXX and lender XXXX XXXX, with New American Funding, handled business is an understatement. The amount of dishonesty, deceit, misleading and lack of communication was astounding, unethical and unprofessional. They both consistently lied to our real estate agent, XXXX XXXX. XXXX had emailed XXXX and asked when they were scheduling their final walk through and what time they were closing. XXXX immediately scheduled the final walk through but never disclosed what time his clients were closing. Later in a conversation with XXXX he stated that his clients were never attending the final walk through and knew his clients would be in California all along and that a mobile notary would be required to close. The lender XXXX XXXX did not return XXXX 's calls so she contacted XXXX XXXX, the Branch XXXX with New American Funding and told them per their Loan Commitment that if they didnt close and fund on XX/XX/XXXX, they would be in breach of contract. She also inquired why the loan commitment that was issued had 7 contingencies on it. He said he would need to investigate and call her back. XXXX XXXX never called her back and he never answered her calls to his office and cell phone the next day. 

XXXX and I signed our closing paperwork the morning of XX/XX/2023, with the understanding that the buyers were going to be signing later that day. Last minute that changed since the lender was not ready and we were asked if it was okay if they closed on XX/XX/XXXX, since XX/XX/XXXX was a XXXX. Since we did not have a choice, we agreed and signed new forms. On Sunday morning, XXXX spoke to XXXX, the lender and XXXX, the agent on a three-way call. The informed her that they learned on Friday evening that the buyer would not be able to close on XX/XX/XXXX anymore and failed to notify any of us that the closing would no longer be on XX/XX/XXXX. XXXX and XXXX ensured to XXXX that the loan was in underwriting as of Sunday XX/XX/2023. XXXX told them she felt like they have been untruthful this whole time and asked for them to be honest. XXXX and XXXX both stated they would close on XX/XX/XXXX. This also was inaccurate. XXXX and XXXX blatantly stopped responding to XXXX on XX/XX/XXXX, knowing their client would be in breach of contract and did they not close on XX/XX/XXXX per our contract. She also contacted the branch manager at XXXX and XXXX stated they would return her call by XXXX. No one returned XXXX 's call from XXXX. Mid-morning on XX/XX/XXXX, XXXX finally responded to XXXX that the loan was in underwriting, marked as urgent and that the buyers should be able close on the XXXX. After they already breached that contract, to no fault of the buyers, we were asked to, yet again, sign an amendment. However, we were already told it was in underwriting on Sunday the XXXX, so that was a lie. Every time XXXX asked for a time, he dodged the question or her completely. She let them know it was imperative to close before XXXX EST  so we could be funded on Friday XX/XX/XXXX, however, the buyer did not close until XXXX CST on the XXXX. XXXX also tried confirming with XXXX that the wire was going to be sent over on Saturday, XX/XX/2023, so we could get funded first thing XX/XX/2023. That also did not happen. When XXXX reached out morning of the XXXX to let XXXX know that the title company had not received the wire, XXXX stated he should have confirmed his buyer was sending the wire but did not, so the buyer had to send the wire mid-morning on the XXXX. XXXX has every email and text message exchange. 
It makes me extremely mad that XXXX, XXXX and I did everything correctly and honestly on our end. And that we chose, before we knew the agent and service we would receive, that the buyer 's agent would receive 3 % of our sale. In my opinion, he doesn't deserve a dime. The amount of lies, deceit, unethical and unprofessionalism is appalling. I would never recommend this agent or New American Funding to anyone to do business with. All of this could have been avoided had they been honest from the beginning. A bunch of promises were made to the buyers and us that were not kept. My husband and I are very understanding and would have been okay with moving closing, but to constantly be misled and lied to is not okay with me. 
Unfortunately, the problem remains unresolved in my opinion, even though we are now officially closed more than a week late, because he will be able to continue to conduct business like this until someone stands up and brings it to your attention. Hopefully the appropriate actions are taken against XXXX XXXX and XXXX XXXX, so he will understand that he can not conduct business this way in the future. 
Should you have any questions or concerns, please do not hesitate to contact me or our agent XXXX. 
Thank you for your time, XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation