Consumer complaint received 2020-08-29
Company: Lennar Financial Services, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This complaint is filed against XXXX XXXX XXXX developer at XXXX at XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, FL XXXX. This complaint is concerning XXXX XXXX subsidiary EAGLE HOME MORTGAGE , LLC located at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, FL XXXX. XXXX sell homes and provide incentives to use their mortgage agency Eagle Mortgage for home closings to its buyers. 
Unrealistic deadlines. 
Aggressive Sales Tactics. 
Ignored escalation Red Flags. 
Noncompliance with Covid-19. 
Poor stakeholder engagement plan. 
Invisible incentives.

Surprise Price increases. 
Misleading Closing Costs. 
Withheld desired Land Lots. 
Mysterious Developer Policies. 
Unresponsive Management and Customer Service. 
Poor Risk Response plan.

Confusing Sales process. 
Costly upgrade packages and options. 
Secretive construction process. 
Construction process lacking customization. 
Poorly designed upgrade package graphic materials. 
Multiple Contract voids and revisions. 
Ambiguous refund policy. 
Conflicting stories and finger pointing by Lennar Team.

Questionable Lennar statements regarding City codes and permits.

700 XXXX XXXX XXXX complaints in the past 3 years against Lennar. 
During initial {$5000.00} wire deposit, we have asked Lennar to use external escrow, 3rd party to wire the money. In most cases it is allowed to hold escrow with another attorney or title company. We were denied this option by Lennar. 
Lennar did not have an official home reservation agreement but rather provided an email from their Director of Sales, XXXX XXXX, promising the refund. Instead of official refund policy we were provided an email about refund. What was interesting about refund policy quoted that if XXXX was no longer with the company, who are we going to hold responsible for the refund promises made? It appeared Lennar was all about written agreements and contracts to protect themselves. However, when it came to collecting buyers money and providing a buyer with refund promise they were vague. The interesting part was that if we hadnt insisted on the refund email, we would have nothing to show for today. 
According to Lennar, in order for us to use our mortgage lender like XXXX XXXX, Lennar should obtain the approval to work with the lender that is outside their preferred network. As buyers, we have never heard such limitation and always thought we should be able to go to any mortgage broker or bank with the best interest rate and terms. 
We asked XXXX to confirm our lot size. Our lot size was different from others in our row due to a drainage pipe easement. We requested for the developer to produce certified boundary survey or something to that extent to verify the lot # XXXX actual size. There has been no response from Lennar. 
Lennar has its own mortgage lender ( Eagle Home Mortgage , LLC ) which incentivizes buyers by offering {$15000.00} towards the closing cost if the buyer selects them instead of competitors like XXXX XXXX. As part of this incentive, we were referred to Eagle Home Mortgage ( lender ) by Lennar to speak to its licensed agents. 
We began our communications with Eagle Mortgage lender by asking several questions concerning how the company handles privacy for its customers, who were the agents supervisors and alternative contacts. To our surprise, we have received no response and were ignored until we reached out to the President of the Eagle Mortgage, XXXX XXXX. Nevertheless, we were promised {$15000.00} incentive, if we select Eagle Home Mortgage as our lender. Today, Eagle mortgage is stating that it is only {$5000.00} incentive. They are pointing fingers at Lennar. What happened to {$15000.00} toward closing promise made by Lennar?

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