Consumer complaint received 2016-11-18
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Such a long story, and so many issues. But here 's our latest issue. We had a house fire on XX/XX/XXXX. We 've been living in a hotel ever since. We are having problems with our mortgage company cooperating with the progress of getting our home repaired so we can go home. We received XXXX checks at {$7500.00} a piece to get the job started. It was like pulling teeth to get the first XXXX checks. They kept giving me different hoops to jump through to even get started. Then anytime I faxed them any documents that they requested, they would claim they did n't receive them, making me fax numerous times. We finally received the XXXX checks, after blood, sweat and tears. On XX/XX/XXXX, I called Carrington Loss Draft to request an inspector come out and look at the work so we could receive the last XXXX to finish the work. I was told an order was put in and I should hear from the XXXX party company to schedule an inspection. I waited a week and did n't hear anything. After numerous called several times weekly I finally found out on XX/XX/XXXX that an inspector had never even been contacted! XXXX business days had come and gone without my request ordered. Every time I talked to them, they asked if at least 45 % of the work had been done, that percentage was for another draw. I said I was n't sure as I was n't a XXXX. Finally on XX/XX/XXXX an inspector called me to schedule an inspection at the house. We are scheduled the appointment for the next day at XXXX PM which would be XX/XX/XXXX. I contacted the contractor so he could be there with the inspector for any questions that you may need. The inspector showed up took a few pictures talk to the contractor, and asked me if the mortgage company would pay at 45 %? I told him that they would as that was the percentage I was quoted every time I called. I was also told by the mortgage company that the inspector had XXXX hours to get the full report to them. I called Carrington Loss Draft after XXXX hours and ask about the inspection. They claimed on numerous occasions that they still have not received the inspection. I tried to call the inspector, I left him a voicemail but he never returned the call. I was on the phone with Carrington Loss Draft just about every single day waiting for the inspection, and waiting for the percentage so we could get another draft. I shared the number of the inspector with my husband he was able to contact him yesterday XX/XX/XXXX The inspector told my has been that they sent a 45 % complete report to Carrington, but they rejected it and told him the percentage needed to be lower. So he lowered the percentage to 35 %, and Carrington mortgage rejected that report and said it needed to be even lower. So the inspector finally rated the work at 25 %. He said he did not want to be pulled in the middle of this as it was going to get very messy. I called Carrington Mortgage yesterday and told them that I found out what they were up to they denied the allegations, and said at this point even had a 45 % complete rate they will not release the last draft. The contractor is out of pocket several thousands of his own dollars for the work being completed on our house. We had to write a check out of our credit card for {$4000.00} just to get more work done on the house. We are at our wits end and we do not know what to do! They are hijacking our insurance checks like they do to thousands of other people around the country. My husband and I are both XXXX, and I can not afford to make payments on a {$4000.00} credit card. But we have to do what we have to do to get back in our home. Our insurance company XXXX XXXX, is spending just about {$6000.00} a month for us to stay at the XXXX. Any help that you could give us would be highly appreciated as we only want to go home to our finished XXXX, XXXX

Company response to consumer: Closed with explanation