Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: OH

Complaint narrative:
I am submitting this complaint regarding Carrington Mortgage Services handling of my short sale transaction and the repeated servicing and communication failures that occurred throughout the process. The transaction experienced ongoing delays caused by repeated requests for documentation, inconsistent communication, lack of timely responses, and apparent internal processing failures within Carringtons short sale and closing departments. The most serious issues occurred between XX/XX/year> and XX/XX/year> during final closing preparation. On XX/XX/year>, Carrington represented that the file was in the closing department and that it had been flagged for completion that day. At that time, I had already submitted closing paperwork weeks earlier. Despite this, no timely resolution occurred and the process continued to stall. Throughout the following week, the buyer, real estate professionals, and settlement company repeatedly requested status updates from Carrington because the transaction was at risk of collapsing due to delays. The buyer had indicated they may walk away if a closing date could not be confirmed. By XX/XX/year>, Carrington stated in writing that the transaction is going to be approved and that they were only waiting for final signed off. Based on these representations, the buyer prepared certified funds, documents were notarized and shipped, and all parties prepared for closing on XX/XX/year>. However, on the afternoon of XX/XX/year>, Carrington then advised that there was an issue with the appraisal expiring and stated that upper management was attempting to expedite the request. This issue surfaced only after all parties had spent significant time and resources preparing for closing. The settlement company specifically noted its frustration in writing, stating : We have been working on this for the past two weeks to be able to get to close and you just now find an issue with this? Throughout this process : * Documents were repeatedly requested after already being submitted. * Parties experienced long response delays. * Internal processing timelines provided by Carrington were not met. * Critical issues were identified only at the last minute after all other parties had completed their obligations. These delays caused significant hardship, including prolonged uncertainty, risk of losing the buyer, and continued negative credit reporting while the process remained unresolved. I am requesting : 1. A formal investigation into Carrington Mortgage Services handling of this short sale file. 2. Immediate completion and resolution of any remaining servicing issues. 3. Review and correction of any negative credit reporting caused or prolonged by Carringtons delays. 4. Review of Carringtons short sale servicing and communication practices to prevent similar issues for other consumers. I have retained extensive email documentation supporting this complaint, including communications from the settlement company, real estate professionals, and Carrington representatives

Company response to consumer: Closed with explanation