Consumer Grievance Policy
We take consumer concerns seriously. If you have a complaint about our mortgage services, communication, fees, or any part of your experience with HomeOne Mortgage, you may contact us using the options below. Every reasonable effort will be made to review and resolve your concern promptly and fairly.
How to file a complaint
You may submit a complaint by:
- Calling us at (786) 214-0082 (open 8am to 8pm daily) and asking to speak with a member of management
- Emailing alan@home1mortgage.com
- Using our Contact form
- Writing to either office listed below
Please include your full name, a phone number or email where we can reach you, the loan or file reference if you have one, and a clear description of the issue and the outcome you are seeking.
What happens next
Complaints are routed to the appropriate department or manager. We aim to acknowledge and respond within a few business days. When helpful, we may offer an in person meeting at our Miami or Palmetto Bay office. We will make every reasonable effort to satisfy the consumer’s complaint.
State regulators and NMLS
A complaint forwarded by a state department of financial regulation or banking will be reviewed promptly, and a response will be provided to that department within the timeframe required by the regulator (typically within a few weeks of our receipt).
You may verify our licensing and NMLS information on the Nationwide Multistate Licensing System Consumer Access site: nmlsconsumeraccess.org (search HomeOne Mortgage LLC, NMLS #2424383, or Alan Gonzalez, NMLS #240389).
Florida consumers may also contact the Florida Office of Financial Regulation for guidance on filing a complaint with the state.
Credit report issues
If your concern involves a credit report or inquiry, you may obtain a free annual credit report at annualcreditreport.com. Disputes with a credit bureau or credit vendor should be made using the contact information on your report (by mail, online, or phone as listed). We can help point you to the right next step if you contact us with the details.
Our offices
Miami (Dadeland)
8950 Southwest 74th Court, Suite 1803
Miami, FL 33156
Palmetto Bay
9555 SW 175th Terrace, Suite 203
Palmetto Bay, FL 33157