Mortgage Guide Inc

Review: I signed up for mortgage payment reduction program with Mortgage Guide Inc on November 7, 2012. The total amount for this service was $1313, of which I paid $613 on November 7, 2012 on my personal credit card the balance was automatically deducted by Mortgage Guide Inc two weeks later. Per the agreement, I had until 14 days to cancel and get my refund. When I signed for this on November 7th, I was told that I would receive my package for reduction program within 1-2 business days. However the package was shipped on November 9th 2012 and was delivered on November 13, but it could not be delivred since no one was home. I picked up this package on November 15, 2012. As you can see, I already lost 6 days since the package was in transit. That left me only 8 days to review the entire package and compile all the necessary documents needed per the package. However I left a VM for the account rep on November 15th, 2012 notifying her that I had received the package and that I would like to discuss the next steps. I did not hear anything back from anyone at Mortgage Guide Inc and got frustrated, so I send out an email on November 25th, 2012 asking to refund my money. Please note the package that I chose would provide unlimited phone and email support, which I never received. I finally received an email from another account rep on 11/27/12 since the original rep was no longer with company. The email stated that I am not liable for refund, but as you can see that based on the aforementioned information, I am eligible to get my refund back. Since that I have talked to a manager an he told me that he would ask his boss and see if he can get me my refund. This was back in December 2012. Since then I have tried calling them, left several VM's, send numerous emails and have not heard back from them. So I finally decided to log a complaint with Revdex.com, hopefully you can help me get my money back. I have all email documentation needed to help assist my request. I look forward to hearing back from you soon. ThanksDesired Settlement: I just need my refund of $1313 back as soon as possible.

Business

Response:

Thank you for the opportunity to

respond to the complaint submitted to the Revdex.com regarding our

product.

Each time a consumer purchases

any Mortgage Guide product, they must access our website in order to do so.

The website where Mr. [redacted] purchased

the product, www.mtgguide.com,

and the site where he entered in his credit card information, [redacted],

both provide links to our shipping, return, and money back policies. Those policies state in relevant part,

MortgageGuide, Inc.

has a fourteen day satisfaction guaranteed policy during which you can return

the package for any reason subject to the limitations below.

To receive a refund

for merchandise less S&H, we must issue a Return Authorization number no

later than fourteen (14) days after the date of purchase. Due to the product

and immediate nature of the customer support services provided by

MortgageGuide, Inc., any cancellation and return made after the fourteen (14)

day cancellation policy is non-refundable. Additionally, we must receive the

entire guidebook, CD, and all original shipping packaging in new condition no

later than twenty-one (21) days after the date of purchase. No refunds will be

granted to customers based on the success or failure of any attempt to modify

any mortgage or other loan.

All shipping

charges that apply to the return or exchange of merchandise must be paid by the

customer. All returns and exchanges must be shipped prepaid and include a

return authorization number (RA) on the outside of the box and must be shipped

insured with payment for re-shipment on exchanges. All returns MUST have a

Return Authorization (RA) number and be received back in the original packaging

or they will not be accepted by our Shipping Department. Packages received

without abiding this policy will be returned to sender without credit.

Also, if your home

is foreclosed upon within 60 days of purchase, you will be eligible to get a

full refund less S&H. In order to be eligible for this refund, the customer

must provide evidence of notice to quit property issued by the sheriff. Notice

of sale and any pre-foreclosure documents will not be treated as proof for

refund.

The policy also clearly states

that Mortgage Guide does not approve, qualify, or deny loan modifications or

any other loss mitigation process and that those are the choices of the

investors and servicers. Put simply, we

do not control whether or not a particular customer is going to qualify for a

modification program or not. The most we

can offer is our experience to help position them as best as possible to

qualify for any number of programs.

This refund policy begins as of the date of purchase. Mr. [redacted] complains that the package was not mailed until 2 days later, but that is actually standard operating procedure. Our product is not a mass produced product, due to the custom nature, so it takes two days to ship the product.

Mr. [redacted]'s first request for any return or refund on the product occurred after the 14 day refund policy, specifically on November 25, 2012. Even with the change in personnel at our office, Mr. [redacted]'s request was not timely.

Due to the untimely nature of the request by Mr. [redacted], we are unable to provide a refund at this time. Mr. [redacted] agreed to our policies at the time of purchase, so we do not feel that a refund is the appropriate path. We are, however, willing to offer our service should he choose to use it.

Thank you,

Mortgage Guide, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The package I purchased had unlimited phone and email support. I left a voicemail on November 16, 2012 so that we could start the modification process. My call was never returned, not was I notified about personnel change. The only time I even heard back from the company, when I requested for my refund. Why was I notified that they had a change in personnel and that I was assigned a new representative. I left several VM's with the company and never ever received any response, documentation for which I have already provided. I honestly believe this is a scam and that more people should be made aware of this company and their policies. I do not mind paying the cost for the package they prepared, but I still my refund for the balance.

Regards,