Consumer complaint received 2017-10-29
Company: Cornerstone Home Lending Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
Property address is XXXX XXXX XXXX XXXX, XXXX, TX XXXX. We were approved for a loan with XXXX for the above address. On XXXX/XXXX/17, XXXX XXXX XXXX with XXXX emailed us and the buider, XXXXXXXX XXXX ( XXXX XXXX and XXXX XXXX ) to inform us the house did not appraised to the sales price of {$380000.00}. XXXX 's number is XXXX. The appraisal came out at {$350000.00}. XXXX XXXX reached out to me and my husband to inform us of the development. We contacted the builder through XXXX XXXX, who sold us the home and ask if they can bring the price down to what it appraised for. XXXX 's cell phone number is XXXX. The builder refused. The direct of sales, XXXX called me to say it would be easier to go with their lender, XXXX, as the said lender is more aware of their ( XXXX 's ) process. That not all appraisers have knowledge on how to do a new build appraisal. We honestly did not want to go with XXXX since they are affiliated with XXXX. We felt our interests would not be best represented, which is why we went with XXXX. The catch is, we put down {$12000.00} in what the builder calls option deposit which we stand to forfeit if we walk away because the property did not appraised. I sent an email to the builder ( XXXX XXXX ) on XX/XX/XXXXXXXX, begging him to talk to his superiors at XXXX to reduce the price to what it appraised to, he responded with an email saying, " I promise, I am on it. ". We then decided to go with their lender, XXXX, who ordered an appraisal. XXXX was already informed by us that the house did not appraised, and our loan officer with XXXX also told us in a phone call that the house most likely would not appraised but that XXXX would be willing to work with her than with XXXX. XXXX sent us an appraisal copy dated XXXX/XXXX/XXXX, which surprisingly appraised at {$380000.00}. So, we went back to XXXX for an appeal of their appraisal of {$350000.00} because we wanted to go with XXXX. XXXX accepted our appeal, and did another appraisal. We got an email on XX/XX/XXXX, and a copy of the appraisal from XXXX on XX/XX/XXXXinforming us XXXX does not agree with the appraisal from XXXX dated XXXXXX/XX/XXXXas they ( XXXX 's appraiser ) did not use comparable homes. By then, we had closed on the home on XXXX/XXXXXX/XX/XXXX. We informed XXXX before closing date that we feel the appraisal they did was forged, that the numbers were cooked, and that we were being taken advantage of us because both XXXX and XXXX ( the same company, different names ) knew we would n't afford to lose our {$12000.00}. We would like the appraisal issue to be investigated. We believe the appraisal from XXXX and XXXX worked in tandem to forge the numbers. Specifically, XXXX 's appraiser added an additional {$30000.00} for a view of " greenbelt ''. Per XXXX, even with that view, the house does not appraised. Additionally, XXXX charged us a lot premium fee of {$15000.00} saying that is what everyone who 's backyard faces the " greenbelt '' was charged, per documents obtained from XXXX, there was no premium fee on the other homes. 
The other issue we are filing a complaint on is we did not get what we signed up for in the home. Specifically our security system. We signed up for security system at XXXX 's design center on XXXX/XX/XX/XXXX and chose a security system plus 2 speaker systems worth about {$4000.00}. This was added to our sales price. This was supposed to be installed once we have internet service. We informed XXXX 's contractor, XXXX, on several occasions, on XXXX/XXXX/17, XXXX/XXXX/17, XX/XX/XXXX, XX/XX/XXXX about our missing security system and sound system. XXXX 's cell phone number is XXXX. XXXX responded to only the XXXXXX/XX/XXXX text on XX/XX/XXXX saying someone will be there in about 1.5 hours. I texted him back to say we are not home, that we are at work, and that no one ever scheduled anything with me, and they can not just give me such an impromptu notice and expect me to make it as I have to get permission from my superiors first. He never responded. I called his superior, and texted him, XXXX ( Director of Sales at XXXX ) on XXXXXX/XX/XXXX explaining everything in detail, he never responded. I texted him again on XX/XX/XXXX and XX/XX/XXXX, he never responded. His cell phone number, which he gave me during the whole appraisal issue is XXXX. 
3. Our 3rd complaint is, we did not have any grout in our tiles, which according to our building contract should have. We informed the contractor, XXXX, and XXXX of this missing part, and they both never responded. I am hoping to resolve these issues with the builder through the CFPB. Thank you.

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