Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Mortgage Research Center, LLC
State: NY

Complaint narrative:
Hello good morning my name is XXXX XXXX to whom it may concern I am writing A written complain Based on my final appraisal report completed by XXXX XXXX my loan number XXXX regarding the property on XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX to arrival to the property, my real estate agent XXXX XXXX arrived and informed me that the property was left with construction debris, broken glass and trash. He sent me a video of him trying to pick up and dispose of the construction debris, and broken glass found in the front porch, along with trash found in the back of the property. He informed me that he tried to pick up as much glass as he could although he was unable to pick up the smaller pieces. This was listed as one of the discrepancys on the appraisal report specially broken glass in enclosed porch. Along with Broken, Missing, windows in the front porch. Upon arriving to the property, I noticed the excessive amount of broken glass throughout the front enclosed porch especially the carpet. I also noticed that the glass was repaired but the windows were not sized or fitted properly to the structure, they are small and are falling out due to being pinched on one side, leaving the other side, exposed to the cold, or falling to the floor. In addition I noticed the front porch had some areas with peeling paint on the walls that needed to be scraped off. I proceeded to enter the home where there was no power or heat although I transfered the utilities to my name the day of closing. My realtor XXXX XXXX and myself began doing a walk-through to the basement to turn on the power thinking maybe somebody shut it off and run into a open water line that was attached to a washer that was not plugged. At this point my realtor XXXX XXXX shut off the main water line. I proceeded to contact the utility companies to see what was going on with the utilities and they told me they remotely powered them off and would be remotely powering them back on upon request. Upon them doing so I then encounter another problem with the furnace. The home was not heating up my realtor XXXX XXXX contacted a contractor from XXXX where they stated the motherboard needed to be replaced leaving me with no heat. He also informed me that the installation of the window repairs were not fit to size and done improperly. To continue my real estate agent, XXXX XXXX then contacted another contracting company in regard to the open water line that needed plugging. The contractor arrived and repaired the water line by plugging it and then informed me that the water heater was empty. He then proceeded to turned on the main water line to fill the water heater. He then informed me that the water heater is smoking/steaming and was a safety concern and was overflooding on the bottom due to the tank due to continuous dripping from the faucets. Along with the safety glass being missing showing the water tank had been tampered with previously. He continued to inspect the water tank and informed me that the water heater ultimately needed to be replaced and was a huge safety concern because it was detached from the chimney exposing me to carbon monoxide. In addition to inspecting the chimney, he informed me the chimney itself was not structurally safe or sound either. He then began pointing out all the cracks on the chimney and areas that have already began to collapse and desinagrate. As myself and XXXX begin to walk the contractor out the basement exit door we also notice the door doesnt close properly due to the frame of the door being broken and rotted which is another safety concern of mine. At this point My realtor XXXX XXXX said he would be getting in contact with everyone who was apart of this deal to see if we can come up with a resolution in regards to these safety concerns and discrepancies that were not corrected on the initial appraisal report and get back to me. To continue another contractor arrives at the property named XXXX. He informs me he works for the XXXX XXXX XXXX XXXX named XXXX XXXX XXXX from XXXX XXXX Realty. He informed me he was in charge of repairing a few of the discrepancies listed in the appraisal report to include repairing the broken glass only and instructed to put the glass window back the way he found it, along with the two hand rails, the back porch, and the gutters. Myself and XXXX begin to do a walk through of these repairs and he began inspecting them where he agreed that the work done by his men was done inaccurately and accepted responsibility stating the rails are not safe and need to be repaired again properly because they are not screwed into the wall they put a screw into a different hole that was already made leaving it to come out very easy and falls to the ground. We continue to make our way to the back porch were I trip over a big piece of wood that is lifting on the base of the porch. XXXX proceeded to state how he was also responsible for repairing the back porch ledge that the inspector said had XXXX rotten wood ledges. He confirmed he never changed any of the rotten wood ledges instead he just painted them black because he said there is no replacing the 3 wood ledges the porch is detached from the property and needs to be rebuilt properly. He pointed out the back porch is also a safety concern because not only is it detached and rotten the base of the porch wood is lifting making it structurally unsound and unsafe. He did point out that he was not responsible for painting the base porch of the lifting wood he said that was different contractor company his men werent responsible for that, meaning somebody else came in the property and performed that work. He also expressed how it seemed to him that they tried to paint it XXXX to hide the discrepancy of the wood lifting. As we continue to inspect the gutters of the house also listed as a discrepancy in the appraisal report he said his men fixed the top gutter but not the side gutter, which he stated was installed improperly and ineffective as the water is draining to the foundation of the house. He explains after consulting with XXXX about moving on with repairs she declined and instructed him to paint the wood ledge XXXX. He explained he could only repair the discrepancys based off what he was offered for the XXXX which was not nearly enough to correct the repairs properly specifically to include rebuilding the rear porch due to its rotted wood and front porch enclosed windows which are not sized and fitted properly due to the rotted wood and frame structure. He apologized stating he never knew this was a Va home loan otherwise he would have completed the repairs properly if XXXX would have agreed. As We continued to walk through the property we walk back into the home through the basement where XXXX finds a wool like blanket near the bottom of the stairwell and informs me that the foundation of the home is once again not structurally sound and it appeared to him that someone tried to hide it intentionally because he stated when his men arrived to do the repairs and completed them they sent him a photo of the job completed the photo shows there was no wool blanket covering that area. As he continued to inspect the home he also informed me the whole electrical panel is sticking out and that is extremely dangerous and not safe at all. We continued to do a walkthrough of the property and go into the kitchen XXXX also informs me that the kitchen faucet is also broken when turned on it shoots up like a sprinkler system and leaks down to the cabinets which are all wet and rotted and damaged needing to be replaced. As We continue to walk through the home into the bathroom XXXX informs me that the toilet flushing mechanism was not working and the bathroom was very unsanitary someone urinated all over the toilet cap and passed a XXXX movement and left it in the toilet to stain. In addition to the bathroom sink leaking into the cabinets causing all the wood to be rotted and moldy being another sanitation and safety concern. As we begin to take a look through the bedrooms we also discovered broken glass pieces all over the home which I ended up getting a little piece of glass stuck in my foot. And last but not least when we walk outside and look at the windows they still have defective paint on the exterior trim of the living room picture windows. You can see where they tried to shave some of it off but they didnt do it properly either. If you could take a look at all the pictures and attachments that I have attached you will realize what Im saying is correct and if you can have an inspector come out and check you will see that this home is not safe, sanitary, or structurally sound. in addition the Seller did not disclose any information about the property everything was marked unknown. Please help me i am a XXXX veteran who served in the XXXX and was homeless prior to this purchase. I didnt have the money for the inspection as my previous Loan XXXX informed me that it didnt matter that I still needed an appraisal meaning the structure of the home had to be safe, sanitary, and structurally sound so I believed him and now i find myself in this situation where I feel totally hopeless because no one wants to help me or guide me down the right path to resolve any of these issues the right way. I am a single mom who has custody of her niece and nephew. I feel like a awful person my heart hurts because Im a strong believer in XXXX and I know he dont make mistakes but this was my first time buying a home through the Va and really was relying on my Va team and realtor to help me get to the end of this tunnel. My loan XXXX XXXX XXXX has really been awesome through out the process and still has although we are closed. I really put a lot of my trust into my team to include my realtor XXXX XXXX who also takes accountability for dropping the ball while I was in Florida and not ensuring all theses repairs were corrected properly instead he put his trust in the Va appraiser XXXX just like I did. I am not sure why XXXX passed this property I would have never brought the home and would have continued to look for a different home one that is safe sanitary and sound for me and my children. I honestly feel like a horrible mother, and aunt because I feel like I am a victim of fraud and scamming which isnt a good feeling when purchasing a home through a government program. I am not blaming the Va I love the Va thats why Im asking for help please I appreciate everything you guys do for us veterans. I just feel like this isnt right I was under the impression the sellers were motivated and willing to fix anything the Va or myself needed to be fixed to sell the property, and then when it comes to there realtor XXXX I feel like she chooses to purposely hire contractors according to my realtor XXXX XXXX who got into an argument with her and her husband who performed the work inside the home but is actually a plumber, and then XXXX inform me he was hired for bare minimum money to perform bare minimum work at its easiest and lowest convenience because it benefits her even if it means hiding discrepancies and finding a way around to meet the Va requirement even if its not safe, sanitary, or structurally sound. I apologize for my statement being so long I just really need help resolving these matters and wanted to be as detailed as possible. If you have any questions please feel free to contact me at whatever time at XXXX thank you so much and have a blessed day. I look forward to hearing back from someone with gods help.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation