This letter is in response to a Revdex.com (hereinafter “Revdex.com”) complaint received from a customer [redacted] (hereinafter “[redacted]”) concerning Fairway Independent Mortgage Corporation (hereinafter “Fairway”).[redacted] has applied for a mortgage with Fairway and after submitting...
her information to the branch on January 28th, 2015 she got nervous and alleged that Fairway ceased all communication with her and filed a complaint with Revdex.com on February 12, 2015. Fairway takes customer’s concerns very seriously and strives to provide the upmost excellent service. Fairway would like to explain the chain of events to Revdex.com.Upon the receipt of [redacted]’s information, the branch submitted it for processing and set up reasonable expectations with [redacted]. Fairway explained that review of her credit and income documents may take several business days. [redacted] reached out to the branch on February 06, 2015 for the follow up. Due to the branch’s location being in Boston, it got affected by the recent inclement weather that has shut down the city and all branch operations. The branch did respond to [redacted] within 4 business days on February 13, 2015 updating her on the status and apologizing for any delay in communication due to the offices being closed.The branch has resumed all business on February 13, 2015 and has since remained in constant communication with [redacted] via email, text and phone and is continuing to assist with her mortgage needs. Some of the correspondence with the branch is included along with this letter.Should you have any further questions regarding this matter, please don’t hesitate to reach out to me, [redacted]
On Thu, Apr 16, 2015 at 11:29 AM, [redacted] wrote:Hello Ms. [redacted], I wanted to reach out to you one last time on this complain, since I never heard back.I would like to assure you that any and all information you provided the branch is strictly confidential and has not been shared with any third parties. We comply with very stringent federal privacy requirements whether or not the customer choses to continue doing business with us or not, do not hesitate to ever reach out with any questions or concerns! Sincerely, [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] This matter would simply go away if FAIRWAY would just admit they dropped the ball on me, instead of these silly excuses. Unacceptable that NO ONE from that office could not return any of my texts, phone calls or emails for weeks. I heard from them, finally, after I contacted the Revdex.com.Unacceptable customer service; especially after sending over pages of personal information. Unacceptable.[redacted]04/16/15
This letter is in response to a Revdex.com (hereinafter “Revdex.com”) complaint received from a customer [redacted] (hereinafter “[redacted]”) concerning Fairway Independent Mortgage Corporation (hereinafter “Fairway”).[redacted] has applied for a mortgage with Fairway and after submitting...
her information to the branch on January 28th, 2015 she got nervous and alleged that Fairway ceased all communication with her and filed a complaint with Revdex.com on February 12, 2015. Fairway takes customer’s concerns very seriously and strives to provide the upmost excellent service. Fairway would like to explain the chain of events to Revdex.com.Upon the receipt of [redacted]’s information, the branch submitted it for processing and set up reasonable expectations with [redacted]. Fairway explained that review of her credit and income documents may take several business days. [redacted] reached out to the branch on February 06, 2015 for the follow up. Due to the branch’s location being in Boston, it got affected by the recent inclement weather that has shut down the city and all branch operations. The branch did respond to [redacted] within 4 business days on February 13, 2015 updating her on the status and apologizing for any delay in communication due to the offices being closed.The branch has resumed all business on February 13, 2015 and has since remained in constant communication with [redacted] via email, text and phone and is continuing to assist with her mortgage needs. Some of the correspondence with the branch is included along with this letter.Should you have any further questions regarding this matter, please don’t hesitate to reach out to me, [redacted]
On Thu, Apr 16, 2015 at 11:29 AM, [redacted] wrote:Hello Ms. [redacted], I wanted to reach out to you one last time on this complain, since I never heard back.I would like to assure you that any and all information you provided the branch is strictly confidential and has not been shared with any third parties. We comply with very stringent federal privacy requirements whether or not the customer choses to continue doing business with us or not, do not hesitate to ever reach out with any questions or concerns! Sincerely, [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] This matter would simply go away if FAIRWAY would just admit they dropped the ball on me, instead of these silly excuses. Unacceptable that NO ONE from that office could not return any of my texts, phone calls or emails for weeks. I heard from them, finally, after I contacted the Revdex.com.Unacceptable customer service; especially after sending over pages of personal information. Unacceptable.[redacted]04/16/15