Consumer complaint received 2021-09-28
Company: DHI Mortgage Company
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
WARNING * DO NOT DO BUSINESS WITH DR HORTON!! WORST EXPERIENCE EVER!!! & This is not my first time buying a house. THEY ARE THE ABSOLUTE WORST. EXTREMELY UNPROFESSIONAL AND UNETHICAL!!! * On XX/XX/2021 I went into contract with DR Horton/DHI Mortgage . I put a deposit of {$4000.00} in escrow while the home is being built. Weeks later I received a call from a sales representative, one who I was unfamiliar with stating that I need to cancel my contract immediately and I will be refunded. I asked her what reason would I have to cancel and she said she will call me back. I didnt hear back from her for weeks. I was so confused so I contacted my realtor and sent an email over to my representative at DR Horton. No one responded. My realtor reached back out to me and also was unable to get a hold of someone. The same woman reached back out to me a few days later telling me to cancel my contract and assuring that I will receive a refund for my deposit. I asked once again, why would I do that? I havent spoken to anyone about cancelling my contract. I asked for a supervisor and she said her manager will give me a call. I asked her to send me the managers number as well that also did not happen. Then a few weeks went by and I didnt hear anything back from her until a few days ago. When she reached out she advised me that I will be getting a spot lot and not the house that I signed the contract for. I expressed my confusion to her and asked her why was this happening. Her response was that this was my request. I expressed to her once again, My confusion and reminded her that she told me she will call me back with manager info and manger will also call, I got no call. She then blatantly hung up the phone. I was so confused, upset and frustrated that this woman, who I dont know from DR Horton is constantly calling me to cancel my contract. I then went to a DR Horton location and spoke with someone. I was advised that the person who was working with me initially, has gone on a leave of absence and this person is filling in for her. After doing more research I discovered that she wanted me to cancel so she can get the sale credit instead of the other woman who she filled in for. This is extremely unethical and made me very uncomfortable with this deal. I reached out to her manager, who was fully aware of what was going on and also offered to provide full Refund to me as long as I cancel the contract. The manager advised me that DR Hortons lender has placed a denial on my file because I chose to go with an outside lender. This was extremely unfair. I was more confused because I never received any notice of denial. I decided that going forward I will email them instead of telephone conversations because they were telling me all different information, and nothing added up. I asked that the manager send me an recap email of our phone conversation. She did send an email but it didnt recap the conversation like we agreed on the phone that it would. I then sent a response email to the manager with all my supporting documentation, that shows my approval from DR Horton lender, screenshots that supported all the information I provided to them, and my contract that shows my outside lender. The manager didnt have much more to say after seeing all my documentation. She then said, well do you want to still close on your home? At that point I was so disgusted by them and I agreed to cancel my contract. After cancelling my contract I was told that DR Hortons lender had charged me {$470.00} for an appraisal. When I paid for my appraisal I thought it was paid to my new lender. I later found out that DR Hortons lender requested the appraisal without informing me of that. Also, after putting denial on my file which confused me even more. How are you going to put a denial on me then request an appraisal? I was advised to reach back out to the lender to get the refund because I wasnt even supposed to be charged for an appraisal!! When I reached out to him. He refused to give me a refund regardless of his wrongdoings. If you are looking to buy a house go with any other builder, DO NOT DO BUSINESS WITH DR HORTON!! WORST EXPERIENCE EVER!!! & This is not my first time buying a house. THEY ARE THE ABSOLUTE WORST. EXTREMELY UNPROFESSIONAL AND UNETHICAL!!!

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