Neighborhood Assistance Corporation of America [NACA]
reviews & complaints

Called several times to contact my counselor and I get better customer service from Walmart then I get with this company. I've been trying to get in touch with the counselor but the phone system is not working properly. I talked with the a manager and received the same lack of customer support where's the support that is supposed to be given better than the big banks give. I don't see any difference

Since working with NACA, I've been assigned 3 different counselors and somehow my file hasn't managed to be submitted for approval yet. I understand this is a busy time for everyone and there is only so much bandwidth I can expect an individual to dedicate to my particular file, but I've also had everything necessary included in my file for over a week now.

Prior to that, despite several meetings I was still given high-level (being generous) guidance on what exactly was needed in my files and what the process would look like/what my budget is likely to be/etc. If there is something I need to do, please let me know. I feel as if I've been pretty quick to address concerns or comments, so it shouldn't be a problem.

I was asked to make a social media post about NACA as my customer service fulfillment. As of now, the only comment I could make is:
"The NACA program sounds nice on the surface and if you HAPPEN to make it through it sounds like some people have seen success. Aside from that, it's extremely difficult to get a hold of counselors (my experience over 2 years) and despite several outreaches to the member support team, I've seen nothing despite their police of "same day" response."

"I am not getting my phone calls/emails returned. What should I do?
NACA policy is to return Member phone calls and emails if before 4:30 p.m. local time the same day and if later, then the next morning. If this is not occurring, contact the local Office Director or Member Services." - Per the NACA site.

And to add context since I spoke to several people yesterday who weren't familiar with the market in Austin in particular and why I'm so concerned about a lack of progress on my completed file. I live in the area with the highest national median home increase. Literally every day I wait it makes it harder to get a home in a reasonable price range and that is even more frustrating knowing I've done everything I need to since January of this year and it's now April and I still haven't been submitted.

I have uploaded all of the necessary documents as of last week. I was also under the impression after my meeting on (4/8), that I would be getting a callback Thursday (4/15) to verify the documents provided would suffice and proceed to my file submission.

When I received no communication via phone or email, I attempted to reach out and set an appointment at the number you provided and I was told:

They could not set an appointment for me because I was missing documents in my file (I was paid on the 15th and this call was the 16th). I uploaded the paystub immediately.
Then I was told the next appointment available wasn't until late June/July, but they were reaching out to my counselor. To which I asked to be transferred to someone who could accommodate me sooner considering my readiness.
Upon transfer, I was told that they weren't sure what the previous person was referencing. They said my counselor was in training and therefore didn't have a calendar available, but they were also reaching out to my counselor.
When I followed up today, I was told to contact either the San Antonio office or reach out to Diego Luque (who was evidently the manager I needed to speak to)
So, sorry for any confusion, but I've called to set an appointment several times and wasn't able to be helped or given clear (accurate) direction. Hence the need for me to email you all.

I understand that the process can only be finalized during an appointment, I'm just trying to make sure that I can even get an appointment and that it isn't several months down the line considering my readiness and the current market.

I also understand markets around the country are experiencing aggressive increases in median home pricing. That does not negate the fact that Austin in particular is on the highest rise in the country, in that respect we are unique. I don't expect you all to break the rules or "prioritize" me based on my location. I'm simply clarifying my personal urgency/frustration based on the housing situation in Austin and the potential issues a lack of response/movement from NACA despite your policies of "same day" response will cause me down the line.

I now have an appointment set for Monday (4/25). This means even if I get approved that same day (no one has explained what the process looks like timeline-wise, so I don't actually know), I would still have waited 2 weeks to submit my completed file and over a week longer than I was initially told and if there are any issues it will be even longer. This speaks to my previous concerns about this process being unnecessarily drawn out by a lack of response from the teams I've worked with at NACA thus far.

To clarify, I appreciate NACA for its goal of making homeownership feasible for many Americans. I'm just pointing out that I've followed your process and am running into (avoidable) issues fairly often. At a minimum, I would have appreciated some type of communication or follow-up at the time stated, so I wouldn't be constantly checking my emails/phone for what the next steps would be. I think this is a reasonable ask from any business relationship/transaction.

If you have anty complaints about the NACA process or any issues obtaining the information you need please submit your NACA id # as well as a detailed explaination of your issue to [protected]@naca.com . I will address all concerns and make the NACA experince a experince that you will never forget . Our goal is to provide excellent leadership and customer service while educating you on home ownership . Have a great day !

Now days mortgage companies don't understand what the customer is going thru because its not them. We're all living in a world where people just don't care, respect is no more. Making money off of the consumer is the key. and if you don't have money they don't care. I attended The NACA event at the Los Angeles Convention Center what a joke. You go to a suppose to be orientation, your sitting there for 3 hours and then later told you need to come back to see a counselor because its to many people there, your told you will get a call, or a text, or an email for a appointment to see your lender which was AHMSI, But you must go thru the NACA counselors first, then after you spend about a hour, your told to find your lender, you find AHMSI sit down with them for about 30 -45 minutes. They prepare this workout sheet to possibly approve you for a interest rate that they know your not going to get, mind you my husband and I had to drive back and forth to the Convention Center for 2 days. I am ashame of these companys and the way there just not helping Americans that are in need. Shame on the politicans and the Obama administration, they have done nothing to help us, what happen to a single family working hard to achieve goals with one of them buying a home for there family and someday leaving that home to there kids and possibly generations to come. I'm not ashame to say it but these banks, and mortgage companies, lawyers who are rippen people off should put there heads down with shame. And oh yes can it happen to there families for sure, they should be very careful GOD don't like ugly what goes around comes around.