Consumer complaint received 2016-12-02
Company: BROKER SOLUTIONS, INC.
State: OR
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
We applied in XX/XX/2016 to get pre-approved for a VA loan.. Our contact was XXXX ( XXXX ). Things went a little slow but, we were pre-approved on XX/XX/XXXX. We found a home and signed a sales agreement on XX/XX/XXXX. We were told by NAF ( New American Funding ) that closing would be 45 days, closing date was set for XX/XX/XXXX. Signed appraisal consent form on XX/XX/XXXX Appraisal should have been ordered on or about that day.. We send an email to XXXX on XX/XX/XXXX to see if appraisal had been ordered. On XX/XX/XXXX I get notified that he was no longer with the company, our new contact was XXXX ( XXXX ). All paperwork had been provided to NAF at this time ie : tax returns, disclosures etc. The only thing they were waiting for was tax transcripts from IRS and verification of employment ( had all pay stubs ). Only thing that could go wrong now is if it did n't appraise .... It went bad here. I asked XXXX 3 times if the appraisal had been ordered, finally on XX/XX/XXXX he said he 'd find out. Concerned because it takes 3 weeks for the appraiser to be assigned. Asked again on XX/XX/XXXX. XXXX replied " I confirm that the appraisal was ordered ''. That was a lie! With our constant pressuring for updates, NAF/XXXX was forced to tell us that they had n't ordered the appraisal. The appraisal was actually ordered XX/XX/XXXX. They told us that there should n't be any problem with closing on time still ( another lie ), impossible at this point! My agent and I made numerous attempt to contact many people at NAF as she is a stay on top of it kind of gal. Often got no reply unless we hounded them. They were aware of our housing situation as our lease was ending and our landlord would not do a month to month tenancy. Bottom line is, if XXXX had really checked the status of the appraisal back on XX/XX/XXXX, he would have seen it had n't been ordered and gotten it taken care of. We were about to be out of contract on the house, seller asked for 100 % approval letter from NAF or for us to change lenders. NAF did n't reply. We were forced to apply at different lender and fully approved in 3 days. Fortunately the new lender sent full approval or we would have been at square one. We were displaced for 6 wks., living in expensive, temporary housing. We want reimbursed for the financial hardship they caused. We sent a letter to NAF with itemized list of cost and request for resolution on XX/XX/XXXX in the amount of {$5300.00}. We never got a response. They caused financial and emotional hardship to my family. Our son has XXXX and had to move 3 times in 6 wks.. Took us a couple months to get him use to the idea of moving once ( change is a XXXX for him ). We finally closed our file at NAF. XXXX ( sales manager ) tried to cause hassle when I asked for the appraisal to be transfered to new lender. Said " Effectively, we can not transfer an appraisal if it does n't exist yet '' Bologna! The new lender offered assistance in walking them through transferring it. Ultimately we ended up getting it transferred ourselves. 

I feel that their incompetence cost me much more than the money I am asking to be reimbursed. They knew I pretty much only had closing cost saved. I was gon na have to spend that to live in temp housing. The XXXX they caused was crazy. We were homeless!! We do n't have family to lean on, our friends ca n't accommodate 3 people and two cats.. I feel like they did n't care at all. XXXX was looking into getting help with the cost we were going to incur. Everyday it was, I expect to have answer tomorrow. Then tomorrow again and again. I wonder if they would care if this was happening to them. 

We realize that closing does n't always happen on the day. If they had n't dropped the ball, we would have closed on time and not been displaced..

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief