How PMI Ninja Handles Customer Complaints

PMI Ninja takes every customer concern seriously. This page is our written complaint policy — what to expect when you raise an issue, who handles it, how fast we respond, and how disputes are escalated and resolved.

1. How to file a complaint

You can reach us any of three ways. Use whichever is easiest — none is preferred over another, and all three land in the same queue.

• Email: support@pmininja.com (best for written records and attaching documents)
• Phone: 615-619-6239 — your PMI Concierge, Daniel Hinton
• Dashboard: any reply to a system email from your account

When you contact us, please include: your full name, the property address on your account, a description of the issue, and what outcome you are looking for. We can usually act faster when we know what "resolved" looks like to you.

2. What happens after you file

Every complaint is logged the day it is received. You will receive a written acknowledgment within 5 business days that confirms we have your complaint, names the person handling it, and gives you a target date for substantive response.

Substantive response is typically within 15 business days of acknowledgment. If the issue is complex enough to require longer — for example, if we need to wait on a servicer response — we will send you a written update at the 15-day mark explaining what is outstanding and when you can expect resolution.

3. Who responds to complaints

All initial complaints are reviewed by your PMI Concierge. For most issues, that is the person best positioned to resolve quickly because they already know your case. If the complaint involves the Concierge's own conduct, or if you would prefer escalation, the complaint is routed directly to the owner.

4. Refunds and fee disputes

PMI Ninja charges no fee unless PMI is cancelled on your loan. If you believe you have been charged in error — for example, if PMI was not actually cancelled, or if a vendor pass-through charge was unauthorized — contact us in writing and we will investigate.

Per Section 3.4 of the Engagement Agreement, please contact us before initiating a chargeback with your bank or card network. We commit to acting on a refund request within 15 calendar days. Most legitimate billing errors are reversed faster than that — chargebacks tend to slow the resolution, not speed it up.

5. If you are not satisfied

If you have escalated to Daniel and are still not satisfied, you have several external options:

• Better Business Bureau — file a complaint at bbb.org against Hint Holdings LLC d/b/a PMI Ninja. We monitor and respond to every BBB complaint.
• Your state attorney general's consumer protection division — every state accepts complaints against businesses operating in that state.
• Consumer Financial Protection Bureau (CFPB) — if your complaint relates to your mortgage servicer's handling of a PMI cancellation request, the CFPB accepts complaints at consumerfinance.gov/complaint.
• Small-claims court — under our Engagement Agreement, either party may bring an individual claim in small-claims court rather than arbitration.

We do not penalize, retaliate against, or limit the services available to any customer who files an external complaint. Filing a complaint with a regulator or the BBB does not waive any of your rights under our agreement or under the law.

6. Arbitration

Section 10 of our Engagement Agreement provides that most disputes that cannot be resolved through this complaint process are decided by individual binding arbitration administered by the American Arbitration Association. You may opt out of arbitration within 30 days of signing the Engagement Agreement by emailing support@pmininja.com — see Section 10.6 for the exact procedure.

Arbitration is the final step, not the first. Almost every customer concern is resolved through the steps above without ever needing to invoke it.

7. Our record

We publish summary complaint metrics annually as part of our commitment to transparency: total complaints received, average time to acknowledgment, average time to resolution, and the share resolved without escalation. The first annual summary will be published the first January following our public launch.

This complaint policy is a living document. If anything here is unclear or you have a suggestion for how we could handle complaints better, email daniel@pmininja.com directly — that feedback is itself the kind of complaint we want.