Bay Equity Home Loans

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ ***corresponding document attached Re: Revdex.com of Minnesota Case # [redacted] Dear [redacted] , I am very saddened to hear that Mr [redacted] was unhappy about his new home purchase with Bay EquityMr [redacted] started this process with Bay Equity as of 9/15/We were able to extend a clear to close by 10/1/and offered a same day closingHe was able to close within his schedule on Wednesday, October 7th, I do understand the frustrations Mr [redacted] advised us for providing his necessary supporting documents and signed disclosuresHe informed me that he was unable to print from his computer and scan properly any documentsI offered many suggestions in helping him in any way I could to accommodate to his schedule and help him to send what was needed for his loan to be processed and underwrittenI took his phone calls several times a day and we would agree upon a plan of actionI recommended he overnight the documents needed and I would copy his originals if needed and send back to him via overnight right backI suggested dropping off items to his realtor and having him scan/email me what was neededI offered going to Staples (nearby store) to have them fax over the documentsMr [redacted] was provided with a full list and he used all the options aboveI offered for him to send me any receipts for any services that required sending them to me (via Staples fax charges and UPS or USPS overnight fee receipts) and he never sent those to meI even offered to pay from my own credit card at a UPS station or have a label made for him, but each time he agreed upon a plan, he did something different and I had a hard time tracking what he was doing and how his items were sentHe never sent me any documents or receipts that I requested to help him out for his time and efforts I have not offered to help a client out for sending what is needed for their loan in the past, but Mr [redacted] complained to me many times of his fees and he was running out of timeI would rather help someone and accommodate their needs to make their closing date occur Please see the attached email from his realtorWe were gathering necessary documents as of 9/and his own realtor made it clear that Mr [redacted] was having a hard time in meeting the necessary time frames that were needed and that he appreciated and understood all the hard work that was put into making this happen for Mr [redacted] and his family I have not met nor know of the sellers and/or seller's agent that Mr [redacted] was purchasing his home from I will still offer to pay for any receipts that Mr [redacted] has from UPS, USPS, Staples, etcfrom the timeframes of him sending in his supporting documents and disclosuresIf he would like to forward those to me, I will take care of those for himAs far as the other costs, I was not aware of any time off from work that this loan process would have caused him nor of any rent due from an apartmentMr [redacted] owned the home he lived in and his son, Kyle was moving into that home while Mr [redacted] continued to retain his home while purchasing his new homeIn addition, any loan process does not guarantee results nor take responsibility for any costs a customer may incur from their own decisions or actions but in this case, I am even more confused when the customer's timeline was met, in a very short amount of time I felt we met or exceeded the timeframes that Mr[redacted] allowed us to work within and I made sure he was made top priority whether it be multiple emails, phone calls, or him voicing his frustrations to me about sending in his documents each day, and then he continued to delay his own processAlthough there are always frustrations that a loan officer has in meeting deadlines, Mr [redacted] did not seem as willing to help the process, but rather, work against making it work As I stated, I am very saddened to hear that Mr [redacted] was unhappy about his new home purchase, but I am confident we did everything we could here at Bay Equity to speed his process along and meet his deadline of 10/1/clearing of his loan and offering to close the same day to meet all the deadlinesI wish the process could be smoother for all clients in what is needed for loan documentation for all financing purposes, but it continues to add more as an industry whole, rather than subtract necessary documents Thank you, ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */

Initial Business Response /* (1000, 5, 2015/10/14) */
[redacted]corresponding document attached.
Re: Revdex.com of Minnesota Case # [redacted]

Dear [redacted],

I am very saddened to hear that Mr. [redacted] was unhappy about his new home purchase with Bay Equity. Mr. [redacted]...

started this process with Bay Equity as of 9/15/2015. We were able to extend a clear to close by 10/1/2015 and offered a same day closing. He was able to close within his schedule on Wednesday, October 7th, 2015.

I do understand the frustrations Mr. [redacted] advised us for providing his necessary supporting documents and signed disclosures. He informed me that he was unable to print from his computer and scan properly any documents. I offered many suggestions in helping him in any way I could to accommodate to his schedule and help him to send what was needed for his loan to be processed and underwritten. I took his phone calls several times a day and we would agree upon a plan of action. I recommended he overnight the documents needed and I would copy his originals if needed and send back to him via overnight right back. I suggested dropping off items to his realtor and having him scan/email me what was needed. I offered going to Staples (nearby store) to have them fax over the documents. Mr. [redacted] was provided with a full list and he used all the options above. I offered for him to send me any receipts for any services that required sending them to me (via Staples fax charges and UPS or USPS overnight fee receipts) and he never sent those to me. I even offered to pay from my own credit card at a UPS station or have a label made for him, but each time he agreed upon a plan, he did something different and I had a hard time tracking what he was doing and how his items were sent. He never sent me any documents or receipts that I requested to help him out for his time and efforts.

I have not offered to help a client out for sending what is needed for their loan in the past, but Mr. [redacted] complained to me many times of his fees and he was running out of time. I would rather help someone and accommodate their needs to make their closing date occur.

Please see the attached email from his realtor. We were gathering necessary documents as of 9/29 and his own realtor made it clear that Mr. [redacted] was having a hard time in meeting the necessary time frames that were needed and that he appreciated and understood all the hard work that was put into making this happen for Mr. [redacted] and his family.

I have not met nor know of the sellers and/or seller's agent that Mr. [redacted] was purchasing his home from.

I will still offer to pay for any receipts that Mr. [redacted] has from UPS, USPS, Staples, etc.. from the timeframes of him sending in his supporting documents and disclosures. If he would like to forward those to me, I will take care of those for him. As far as the other costs, I was not aware of any time off from work that this loan process would have caused him nor of any rent due from an apartment. Mr. [redacted] owned the home he lived in and his son, Kyle was moving into that home while Mr. [redacted] continued to retain his home while purchasing his new home. . In addition, any loan process does not guarantee results nor take responsibility for any costs a customer may incur from their own decisions or actions but in this case, I am even more confused when the customer's timeline was met, in a very short amount of time.
I felt we met or exceeded the timeframes that Mr.[redacted] allowed us to work within and I made sure he was made top priority whether it be multiple emails, phone calls, or him voicing his frustrations to me about sending in his documents each day, and then he continued to delay his own process. Although there are always frustrations that a loan officer has in meeting deadlines, Mr. [redacted] did not seem as willing to help the process, but rather, work against making it work...

As I stated, I am very saddened to hear that Mr. [redacted] was unhappy about his new home purchase, but I am confident we did everything we could here at Bay Equity to speed his process along and meet his deadline of 10/1/2015 clearing of his loan and offering to close the same day to meet all the deadlines. I wish the process could be smoother for all clients in what is needed for loan documentation for all financing purposes, but it continues to add more as an industry whole, rather than subtract necessary documents.

Thank you,
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */