February 28, 2018RE: ABC Nissan Case#*** Mike *** Dear Revdex.com Representative,We have thoroughly reviewed this matter and have not discovered any wrong doing on the part of ABCNissan.Mr*** core complaint is about ABC Nissan’s website and his negotiation to purchase a vehicle. ABC Nissan did not misrepresent or mislead Mr*** via its website, or during negotiations.We believe Mr*** confusion stems from his desire to obtain a special edition vehicle at the price of a base price model vehicleOur general manager made contact with Mr*** and, although under no obligation to do so, proposed possible resolution, however Mr*** declined.We appreciate the opportunity to respond to this matterBest,Gizelle C*** Compliance Director
Revdex.com:
Re: complaint ID ***I accept the check I received Wednesday March in the amount of $from ABC Nissan, but reject what I believe is a facetious response from that agency Apparently, Travis H*** expects the Phoenix Revdex.com and me to accept his assertion that a check was misplaced or lost in the mail since the check I received is referred to as a "replacement," or that it was "reissued." I suggest that ABC Nissan had no intention of issuing me a check and that without my contacting the law firm who represents that agency late last month to complain about not receiving that check, I would have never received the so-called replacement Can ABC Nissan prove that a check was mailed to me in December 2015, or January or February of this year, before I contacted their attorneys in a letter dated February 2016? I challenge ABC Nissan to substantiate their claim that the check I received this week was not the only check issued and mailed to me the past three months
Regards,*** ***
We have issued a full refund In addition, if you wish to reapply down the road we will proceed for no deposit and take an additional $off our already low closing costs!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.Please see attached for proof email. I got approved email from *** Mortgage loan amount $265,interest rate 4.25% with years on May 2017. I sent email it to *** *** from Commonwealth Mortgage on May to calculate my income and how much I can borrow the loan amount and interest rate.I got email back from *** *** from Commonwealth Mortgage on May 18, Commonwealth Mortgage offered me loan amount $280,various interest rate. I got email *** *** from Commonwealth Mortgage on Jun 22, 2017, "Loan amount $120,with interest rate $4.5. Commonwealth Mortgage can't compare with *** Mortgage because Commonwealth Mortgage offered the loan amount was 46% less than *** mortgage and Also Commonwealth Mortgage interest rate is higher $0.25% than *** Mortgage. I had already paid $fee to *** Mortgage and $to My attorney Lawyer fee and $fee to Commonwealth Mortgage and interest charged $from *** BankI lost Total $1490.*** *** didn't calculate my income correctly or made a mistake from Commonwealth Mortgage, I would be working with *** Mortgage and didn't waste $1490. I just let you know, I never receive an appraisal report. I would like to request, I deserve to receive $what I paid it to Commonwealth Mortgage company. Commonwealth Mortgage should be responsible for their employee mistake or.Please be patient to read my email because my english is not goodmy english is second language. Thanks*** ***
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*** as long as my credit card is issued the refund immediatelyI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. As long as I receive my money $back I will be happy to complyCommonwealth mortgage never sent me an appraisal report. Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or
concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
This file is less than one month old and should be closing on time The information provided by the customer at application showed a less than a 50% debt to income ratioAfter we verified his information, his debt to income ratio was greater than 50% so the loan officer had to double check to
make sure there wasn't going to be an increase in the rate due to a pricing adjustment We are pleased to find out there is no rate adjustment but it was worth checking into so that there would be no surpriseThere was child support that needed to be added into the debt ratio which was one of the delays Another delay was that the property value came in lower than the agreed purchase price The seller was disputing the value and after a couple of weeks of allowing the seller to provide supporting information the parties agreed to lower the price to the appraised value which saved the buyer $5, The delays were out of our control yet we are still aiming to close on time at the initially agreed rate notwithstanding a higher debt to income ratioWe are getting close to closing so I believe the complainant was anxious and filed this complaint to help move the file along The complainant may not have realized how close we are to closing which may be error on our part The staff at Commonwealth Mortgage, LLC did a great job in getting this done so quickly We take pride in our A+ rating with the Revdex.com and do appreciate the feedback that we receive from our customers to help us continue to improve and maintain our A+ rating
Dear Revdex.com Representative,We apologize for the delay in responding however we received the second notice a few days ago. We did not receive the initial notice which we believe was lost in the mail hence we requested all Complaints now be emailed to our management team. We require a few
additional days to review this matter.Best, Gizelle ***
Dear Revdex.com Representative,Our General Manager invited MrMorgan to come into the dealership and speak with him regarding his Complaint. Both the General Manager and our Service Director went over MrMorgan's warranty purchase documentation and details of warranty coverage once more, as this was explained and presented to MrMorgan at time of purchaseOur Service director explained that the items he questioned in fact were not covered by the warranty MrMorgan purchased, as per his signature acknowledging the purchase and understanding of the warranty he purchased. As a gesture of good faith our General Manager authorized the needed repairs, at our expense. MrMorgan seemed appreciative and happy with the gesture.We value each and everyone of our customers. We believe we have gone above and beyond for MrMorgan in authorizing repairs we were not liable for. We appreciate the opportunity to respond to this matter.Best, Gizelle ***Compliance Director
Thank you for providing the opportunity to respondWe value our A+ rating and strive to continue at this highest level at the Revdex.comThe value of the property came in significantly less than what the applicant thought the value should beThis was an honest error on the part of the applicantInstead
of denying the file right away, we had two underwriters review which is our process when a file is being deniedWe disputed the value with the appraiser and required a review of the property comps to try to increase the valueThis process takes time and it is our policy not to release the appraisal to the applicant until we have the final draftThe early/initial appraisal is not released to the applicant until final sign-off just in case the value changes (whether it be up or done) after underwriting reviewWe have many expenses and employee time into any file that does not close and we never make money if a loan does make it to closingIf accurate information is provided upfront by the applicant to the loan officer, there is no reason why a loan file should be denied unless if something changes, i.e, loss of income, declined credit, etc This file was approved subject only to the value of the propertyWe have already refunded the customer his entire deposit and would like to offer a credit of $1,off our costs posted on our website if he gives us another opportunity in the future Thank you
To Whom It May Concern: Mr*** came in to our dealership to have his truck looked at by our mechanics. Upon arrival he was quoted the price for diagnostic, as this was needed to have a technician diagnose his vehicle and submit an accurate documentation to the customer's
Service Advisor. As Mr*** has a warranty on his truck, the diagnostic fee wouldn't have been charged on his final bill if the problems he was experiencing with his vehicle were due to mechanical failureHowever, Mr*** had visible damage on part of his vehicle and if the problems were found to be a result of this damage, the customer's warranty would not have provided any financial assistance towards repair. Without doing a proper diagnoses, we would be unable to determine if the repair was warrantable and if the warranty company was going to waive Mr*** diagnostic feeWhile we understand the frustration of dealing with vehicle repairs, ABC Nissan must handle each and every service as dictated by the factory and the extended warranty companiesBoth of these entities pay for mechanical failure only, and do not provide payment if the repair needed was due to impact damage or damaged caused due to lack of proper maintenance of the vehicle. We are here and willing to assist Mr*** with any of his future vehicle needs in our Sales or Service Departments, but we cannot offer service on a vehicle at no cost until we are assured the warranty can cover any of the vehicles necessary repairs. Sincerely, Travis H***Managing Partner | ABC Nissan***
October 23, 2015RE: *** *** - #***To Whom It May Concern:Mr*** was contacted by ABC Nissan to address the concerns he had in regards to his recently purchased Nissan Xterra. After speaking with the customer, ABC Nissan agreed to purchase the vehicle back from the
customer to ensure his satisfaction. He is no longer in possession of the vehicle, and his contract was canceled with the lender. This should resolve any and all concerns Mr*** had with ABC Nissan in regards to his purchase.If you have any further questions regarding this matter, please contact me at *** ***Sincerely,Travis ***General ManagerABC [email protected]
I apologize that this did not work out for you and while our third party expenses far exceed the $deposit, I would be happy to refund this amount to youWe have a A+ rating at the Revdex.com and take every action possible to maintain this highest rating that can be given
Commonwealth Mortgage, LLC has been in business since and has never been cited for needing to reimburse anyone any money for any reason We self police our deposits and costs and our success is the best measure of the quality of the service we provide Banker & Tradesman placed Commonwealth Mortgage, LLC on its "Fast 50" list three years in a row (- 2014) for being amongst the fastest growing lenders in Massachusetts We have customers that come back to us over and over again which, in part, is the reason why we employ the #ranking loan officer in the nation and #female loan officer in the nation We also have employed the #ranking loan officer in Massachusetts since this data has become public (source is *** *** ***) We have states licenses and have a spotless record of regulatory action which can be confirmed online at the *** *** *** *** (***) Our rates and costs are amongst the lowest in the industry and we will pay anyone $if they can find a better deal somewhere else A significant factor in our ability to provide the lowest rates at no or the lowest cost is our affiliated law office and title company We have combined a mortgage lender and conveyancing law firm to form what we believe is the most competitive lender in the nation
To Whom It May Concern:This complaint gave us the opportunity to reach back out to Ms*** and further explain all of the dealings with her experience here at ABC Nissan. We now believe that Ms*** understands why we were unable to get her approved. We do apologize for any
misunderstandings and have given Ms*** a $gift card for her inconvenience. We want to thank Ms*** for bringing this issue to our attention. We are always looking for ways to better our service, and her feedback is an invaluable part of that process.Thank you,Tabitha A***Controller
Nissan is full of *** to say the least! IF your "theory" that my vehicle was manufactured and designed to make noise in hot weather then please explain why it's intermittent during hot weatherAnd please explain why your technicians agree that they hear the noise but can't find the problemWhy then wouldn't they just say that it was "designed" to make noise!!!! Nissan why don't you try stepping out of your scripted box and listen to what I am saying because your responses and "theory" makes no sense WHATSOEVER and your just trying to avoid the issue instead of taking care of your customerOh and BTW, the whole theory of the car being designed that way is hogwash because I personally know other owners of the same make model and year vehicle that live right here in HOT Phoenix AZ and guess what??? Their car isn't squeaking! Your customer service has been rather unacceptable and definetly not geared to listen to the customer and take actionCommon sense Nissan! Common sense!
To Whom It May Concern:
After receiving the letter Ms. [redacted] submitted to your organization, our General Sales Manager, William F[redacted], reached out to the customer to discuss her concerns. After speaking with one another, ABC Nissan committed to reimburse Ms. [redacted] for the cost of new...
tires she had purchased for her Nissan 370Z and provide her with a wheel alignment at no charge. We assured Ms. [redacted] that her satisfaction was very important to us, and apologized for any frustration she had to encounter trying to have her vehicle's issues addressed by our staff. She assured us that she is happy with the outcome of our meeting, and also comfirmed with our General Sales Manager that she attempted to retract the complaint with the Revdex.com after her issued had been resolved. ABC Nissan is happy to be able to have helped Ms. [redacted] with her concerns, and hope that she remains part of the Nissan family for many years to come.
Sincerely,
Travis H[redacted], Managing Partner
Dear Revdex.com Representative,This Complaint was previously sent to us and the General Manager resolved it. Was this re sent by mistake?Best, Gizelle [redacted]Compliance Officer
Revdex.com:
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.My dispute is not with the...
pricing of the special edition rather it is with the non-disclosed $2k in dealer add ons that were not disclosed. I told them to remove them or find me a model without them and they would not. That is where the deception lies.If ABC was not at fault why did the general manager call me to offer me what I asked for?
Regards,
[redacted]
February 28, 2018RE: ABC Nissan Case#*** Mike *** Dear Revdex.com Representative,We have thoroughly reviewed this matter and have not discovered any wrong doing on the part of ABCNissan.Mr*** core complaint is about ABC Nissan’s website and his negotiation to purchase a vehicle. ABC Nissan did not misrepresent or mislead Mr*** via its website, or during negotiations.We believe Mr*** confusion stems from his desire to obtain a special edition vehicle at the price of a base price model vehicleOur general manager made contact with Mr*** and, although under no obligation to do so, proposed possible resolution, however Mr*** declined.We appreciate the opportunity to respond to this matterBest,Gizelle C*** Compliance Director
Revdex.com:
Re: complaint ID ***I accept the check I received Wednesday March in the amount of $from ABC Nissan, but reject what I believe is a facetious response from that agency Apparently, Travis H*** expects the Phoenix Revdex.com and me to accept his assertion that a check was misplaced or lost in the mail since the check I received is referred to as a "replacement," or that it was "reissued." I suggest that ABC Nissan had no intention of issuing me a check and that without my contacting the law firm who represents that agency late last month to complain about not receiving that check, I would have never received the so-called replacement Can ABC Nissan prove that a check was mailed to me in December 2015, or January or February of this year, before I contacted their attorneys in a letter dated February 2016? I challenge ABC Nissan to substantiate their claim that the check I received this week was not the only check issued and mailed to me the past three months
Regards,*** ***
We have issued a full refund In addition, if you wish to reapply down the road we will proceed for no deposit and take an additional $off our already low closing costs!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.Please see attached for proof email. I got approved email from *** Mortgage loan amount $265,interest rate 4.25% with years on May 2017. I sent email it to *** *** from Commonwealth Mortgage on May to calculate my income and how much I can borrow the loan amount and interest rate.I got email back from *** *** from Commonwealth Mortgage on May 18, Commonwealth Mortgage offered me loan amount $280,various interest rate. I got email *** *** from Commonwealth Mortgage on Jun 22, 2017, "Loan amount $120,with interest rate $4.5. Commonwealth Mortgage can't compare with *** Mortgage because Commonwealth Mortgage offered the loan amount was 46% less than *** mortgage and Also Commonwealth Mortgage interest rate is higher $0.25% than *** Mortgage. I had already paid $fee to *** Mortgage and $to My attorney Lawyer fee and $fee to Commonwealth Mortgage and interest charged $from *** BankI lost Total $1490.*** *** didn't calculate my income correctly or made a mistake from Commonwealth Mortgage, I would be working with *** Mortgage and didn't waste $1490. I just let you know, I never receive an appraisal report. I would like to request, I deserve to receive $what I paid it to Commonwealth Mortgage company. Commonwealth Mortgage should be responsible for their employee mistake or.Please be patient to read my email because my english is not goodmy english is second language. Thanks*** ***
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*** as long as my credit card is issued the refund immediatelyI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. As long as I receive my money $back I will be happy to complyCommonwealth mortgage never sent me an appraisal report. Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or
concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
This file is less than one month old and should be closing on time The information provided by the customer at application showed a less than a 50% debt to income ratioAfter we verified his information, his debt to income ratio was greater than 50% so the loan officer had to double check to
make sure there wasn't going to be an increase in the rate due to a pricing adjustment We are pleased to find out there is no rate adjustment but it was worth checking into so that there would be no surpriseThere was child support that needed to be added into the debt ratio which was one of the delays Another delay was that the property value came in lower than the agreed purchase price The seller was disputing the value and after a couple of weeks of allowing the seller to provide supporting information the parties agreed to lower the price to the appraised value which saved the buyer $5, The delays were out of our control yet we are still aiming to close on time at the initially agreed rate notwithstanding a higher debt to income ratioWe are getting close to closing so I believe the complainant was anxious and filed this complaint to help move the file along The complainant may not have realized how close we are to closing which may be error on our part The staff at Commonwealth Mortgage, LLC did a great job in getting this done so quickly We take pride in our A+ rating with the Revdex.com and do appreciate the feedback that we receive from our customers to help us continue to improve and maintain our A+ rating
Dear Revdex.com Representative,We apologize for the delay in responding however we received the second notice a few days ago. We did not receive the initial notice which we believe was lost in the mail hence we requested all Complaints now be emailed to our management team. We require a few
additional days to review this matter.Best, Gizelle ***
Please see attached letter in reference to Complaint ID# ***
Dear Revdex.com Representative,Our General Manager invited MrMorgan to come into the dealership and speak with him regarding his Complaint. Both the General Manager and our Service Director went over MrMorgan's warranty purchase documentation and details of warranty coverage once more, as this was explained and presented to MrMorgan at time of purchaseOur Service director explained that the items he questioned in fact were not covered by the warranty MrMorgan purchased, as per his signature acknowledging the purchase and understanding of the warranty he purchased. As a gesture of good faith our General Manager authorized the needed repairs, at our expense. MrMorgan seemed appreciative and happy with the gesture.We value each and everyone of our customers. We believe we have gone above and beyond for MrMorgan in authorizing repairs we were not liable for. We appreciate the opportunity to respond to this matter.Best, Gizelle ***Compliance Director
Thank you for providing the opportunity to respondWe value our A+ rating and strive to continue at this highest level at the Revdex.comThe value of the property came in significantly less than what the applicant thought the value should beThis was an honest error on the part of the applicantInstead
of denying the file right away, we had two underwriters review which is our process when a file is being deniedWe disputed the value with the appraiser and required a review of the property comps to try to increase the valueThis process takes time and it is our policy not to release the appraisal to the applicant until we have the final draftThe early/initial appraisal is not released to the applicant until final sign-off just in case the value changes (whether it be up or done) after underwriting reviewWe have many expenses and employee time into any file that does not close and we never make money if a loan does make it to closingIf accurate information is provided upfront by the applicant to the loan officer, there is no reason why a loan file should be denied unless if something changes, i.e, loss of income, declined credit, etc This file was approved subject only to the value of the propertyWe have already refunded the customer his entire deposit and would like to offer a credit of $1,off our costs posted on our website if he gives us another opportunity in the future Thank you
To Whom It May Concern: Mr*** came in to our dealership to have his truck looked at by our mechanics. Upon arrival he was quoted the price for diagnostic, as this was needed to have a technician diagnose his vehicle and submit an accurate documentation to the customer's
Service Advisor. As Mr*** has a warranty on his truck, the diagnostic fee wouldn't have been charged on his final bill if the problems he was experiencing with his vehicle were due to mechanical failureHowever, Mr*** had visible damage on part of his vehicle and if the problems were found to be a result of this damage, the customer's warranty would not have provided any financial assistance towards repair. Without doing a proper diagnoses, we would be unable to determine if the repair was warrantable and if the warranty company was going to waive Mr*** diagnostic feeWhile we understand the frustration of dealing with vehicle repairs, ABC Nissan must handle each and every service as dictated by the factory and the extended warranty companiesBoth of these entities pay for mechanical failure only, and do not provide payment if the repair needed was due to impact damage or damaged caused due to lack of proper maintenance of the vehicle. We are here and willing to assist Mr*** with any of his future vehicle needs in our Sales or Service Departments, but we cannot offer service on a vehicle at no cost until we are assured the warranty can cover any of the vehicles necessary repairs. Sincerely, Travis H***Managing Partner | ABC Nissan***
October 23, 2015RE: *** *** - #***To Whom It May Concern:Mr*** was contacted by ABC Nissan to address the concerns he had in regards to his recently purchased Nissan Xterra. After speaking with the customer, ABC Nissan agreed to purchase the vehicle back from the
customer to ensure his satisfaction. He is no longer in possession of the vehicle, and his contract was canceled with the lender. This should resolve any and all concerns Mr*** had with ABC Nissan in regards to his purchase.If you have any further questions regarding this matter, please contact me at *** ***Sincerely,Travis ***General ManagerABC [email protected]
I apologize that this did not work out for you and while our third party expenses far exceed the $deposit, I would be happy to refund this amount to youWe have a A+ rating at the Revdex.com and take every action possible to maintain this highest rating that can be given
Commonwealth Mortgage, LLC has been in business since and has never been cited for needing to reimburse anyone any money for any reason We self police our deposits and costs and our success is the best measure of the quality of the service we provide Banker & Tradesman placed Commonwealth Mortgage, LLC on its "Fast 50" list three years in a row (- 2014) for being amongst the fastest growing lenders in Massachusetts We have customers that come back to us over and over again which, in part, is the reason why we employ the #ranking loan officer in the nation and #female loan officer in the nation We also have employed the #ranking loan officer in Massachusetts since this data has become public (source is *** *** ***) We have states licenses and have a spotless record of regulatory action which can be confirmed online at the *** *** *** *** (***) Our rates and costs are amongst the lowest in the industry and we will pay anyone $if they can find a better deal somewhere else A significant factor in our ability to provide the lowest rates at no or the lowest cost is our affiliated law office and title company We have combined a mortgage lender and conveyancing law firm to form what we believe is the most competitive lender in the nation
To Whom It May Concern:This complaint gave us the opportunity to reach back out to Ms*** and further explain all of the dealings with her experience here at ABC Nissan. We now believe that Ms*** understands why we were unable to get her approved. We do apologize for any
misunderstandings and have given Ms*** a $gift card for her inconvenience. We want to thank Ms*** for bringing this issue to our attention. We are always looking for ways to better our service, and her feedback is an invaluable part of that process.Thank you,Tabitha A***Controller
Nissan is full of *** to say the least! IF your "theory" that my vehicle was manufactured and designed to make noise in hot weather then please explain why it's intermittent during hot weatherAnd please explain why your technicians agree that they hear the noise but can't find the problemWhy then wouldn't they just say that it was "designed" to make noise!!!! Nissan why don't you try stepping out of your scripted box and listen to what I am saying because your responses and "theory" makes no sense WHATSOEVER and your just trying to avoid the issue instead of taking care of your customerOh and BTW, the whole theory of the car being designed that way is hogwash because I personally know other owners of the same make model and year vehicle that live right here in HOT Phoenix AZ and guess what??? Their car isn't squeaking! Your customer service has been rather unacceptable and definetly not geared to listen to the customer and take actionCommon sense Nissan! Common sense!
To Whom It May Concern:
After receiving the letter Ms. [redacted] submitted to your organization, our General Sales Manager, William F[redacted], reached out to the customer to discuss her concerns. After speaking with one another, ABC Nissan committed to reimburse Ms. [redacted] for the cost of new...
tires she had purchased for her Nissan 370Z and provide her with a wheel alignment at no charge. We assured Ms. [redacted] that her satisfaction was very important to us, and apologized for any frustration she had to encounter trying to have her vehicle's issues addressed by our staff. She assured us that she is happy with the outcome of our meeting, and also comfirmed with our General Sales Manager that she attempted to retract the complaint with the Revdex.com after her issued had been resolved. ABC Nissan is happy to be able to have helped Ms. [redacted] with her concerns, and hope that she remains part of the Nissan family for many years to come.
Sincerely,
Travis H[redacted], Managing Partner
Dear Revdex.com Representative,This Complaint was previously sent to us and the General Manager resolved it. Was this re sent by mistake?Best, Gizelle [redacted]Compliance Officer
Revdex.com:
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.My dispute is not with the...
pricing of the special edition rather it is with the non-disclosed $2k in dealer add ons that were not disclosed. I told them to remove them or find me a model without them and they would not. That is where the deception lies.If ABC was not at fault why did the general manager call me to offer me what I asked for?
Regards,
[redacted]