Consumer complaint received 2017-06-16
Company: Eagle Home Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I signed a contract dated XX/XX/XXXX to purchase home with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX. I was approved for the loan and closing date was set for XX/XX/XXXX. The 1st walk thru was XX/XX/XXXX during walk thru we told home builder about the grout being discolored as well as master tub having deep scratches, garage door warped, bowed wall, soggy mosquito infested yard holding water. As well as the kitchen granite not matching other granite. We were told everything would be repaired before final walk thru. We never were given a list of repairs. XXXX scheduled final walk thru @ XXXX to sign off on home & closing at XXXX on XX/XX/XXXX. We arrived for final walk thru to find the grout on flooring had been changed from the original color of grout that we were told would be acid cleaned to fix the grout problem to a dark stained that had been sealed. Also the tub had been buffed down to remove the deep scratches that had caused a safety issue with having no slip resistance in the tub. The wall that was repaired from bow had no texture & could see rings from the repair of wall, also the granite was not repaired that did n't match the rest of counter that had a crack in middle of the counter. The garage door was not repaired. We were told they would fix all these issues to come back tomorrow @ XXXX to sign off on home and then close on home XX/XX/XXXX. We again came back XX/XX/XXXX to do final walk thru & then to closing. On arriving at house to go over the repairs we were told the floors could not be changed & that all of their bathtubs were slick with no slip resistant that we could go to store and buy a mat to put down. They did replace 2 panels in garage door, but door was still not shutting proper & still warped. The granite in kitchen was still not matching as well. We were told by the sales consultant for XXXX XXXX XXXX that was upset with us to just live with it to put rugs down to cover flooring. She got very upset and told us if we did n't close today we would not get our {$5000.00} earnest money back that XXXX would keep it, she stated she is not putting up with it, this was the 3rd house she had helped us on their was no pleasing us we should not buy a house we did n't know what we wanted. We told her we had wanted the house but could not accept the house with these issues that could not ever be remedied so we could not sign off on the house. Again she was very upset that we would not be going to closing she said send her a email as to why we think we should get our earnest money back and she would forward to her boss. We got a certified letter from her boss 2 days later. Attached is the letter. We were told we defaulted. We used their in house mortgage company UMAC that approved us for the loan. We recently contacted XXXX to get prequalified for a home loan & was told we would not qualify with the guidelines for the amount that UMAC had approved us for {$320000.00} this was very odd with the debt that we have without selling our current home. The loan officer XXXX XXXX had first told us that we would have to sell or lease our home to qualify for the loan amount which is what we had expressed we would rather do. Then he got my self employed documents & transcripts & made it work without having to sell our home. which was odd how it had changed. This has been a horrible experience we have been treated so unfairly, pressured harassed and taken advantage of.

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 monetary relief