Consumer complaint received 2019-10-13
Company: Caliber Home Loans, Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
We applied for a mortgage with Caliber, through our realtor XXXX XXXX, who has worked with them in the past. They asked all type of documentation from both of us ( my father in law and myself ) such as taxes returns, retirement, years at job, proof of income. We provided them with all in a timely manner. We soon got pre-approved and a deposit was submitted ( {$2600.00} ). Right after an appraisal ( {$600.00} ), an inspection ( {$450.00} ) and re-inspection ( {$150.00} ) after a repair that we were asked to do in the front of the house ( exterior ), because the house was sell " as it ''. We did it all, and we got our first closing date ( yes, we ended it up having several closing dates! ) for XX/XX/XXXX. Couple of days prior, our realtor informed us that the owners of the house were asking for one extra week to be able to move ( they were still occupying the house ). We agreed, trying to help them. Just to learned after the fact that it was a huge mistake of our realtor. " When you have a closing date, you close ... .and then you make extra arrangements. '' We didn't know, our realtor should. A new closing date was set for XX/XX/XXXX. I asked a week off in my job to paint the house and get all situated. Didn't work. Couple of days before the XXXX, XXXX XXXX and XXXX XXXX ( Caliber staff ) started sending me emails and text asking for information that they should know from the day they run our credits scores. They also started using phrases such as " we trying '', " you pray '', " we never being denied before '' ... Again we did everything as they asked for, and we got a third closing date XX/XX/XXXX. More documents request, new tentative date XX/XX/XXXX. It started feeling like a bad joke by then. We received a letter from Caliber saying that our credit line has been denied. Still XXXX XXXX kept communicating with us and talking with the underwriter and buying time. She told us that the underwriter will wait for us up to XX/XX/XXXX. It never happened. They were clearly unprepared, they didn't analyze all the variables of our situation from the beginning. They just pressed the bottoms without foreseeing the consequences of their lack of professionalism for our family. We have XXXX minors in the house. They have 100 questions a day about the house they went to see with us. Our home is 90 % packed and ready to go since XX/XX/XXXX. My XXXX years old is  homeschooling for the first time ever due to lack of transportation ( one of the main reasons for our moving ). They also urged us to sign incredible amount of documents, one of them including a contract of 30 days to close, and if unable to close the other part will keep the deposit money. We never been verbally informed about it by the realtor or Caliber, and we also learned after that its almost never 30 days, but 45 or 60. I called my realtor XXXX XXXX and I called XXXX XXXX and left a voicemail for both of them asking for a meeting. Never received a call back. I decided to email both of them, no answer what so ever. Not sure if any other factors as the age of my father in law ( XXXX ) or my ethnicity ( XXXX ) played a roll in their decision. But I know it shouldnt. Since then, we tried to apply for another mortgage in two different companies. They both gave us a clear answer within two weeks or working with them. No false hopes, no misunderstandings. They did their homework and they treat us with respect of our time and money. Both tell us that the prior denied with Caliber impacted their decision.

Company response to consumer: Closed with explanation