Complete Auto Repair

Tell us why heI am rejecting this response because:The explanation offered by the business is complete false"The lock and Lower program" was offered but never explained properly and I/We never agreed to the terms of it. The loan officer never mentioned any fees associated with the rate lock and the initial closing disclosure does not have a mention or inclusion of such fees, They were added later by the company and without my agreement/permission and were outright rejected when I saw them included in the later amended closing disclosureI was asking not to dispute the fees in return for what was promised as credit adjustment which I never receivedI reminded my loan officer countless times regarding the promised adjustment but never got one. No explanation was provided by the business as to why I never got a promised, in written form, points matchI was promised that the company will match the competitor’s point offer I had received and forwarded to my loan my loan officer via emailI’d repeatedly reminded about this until the very closing dayAgain, no proper explanation was offered regarding the seller's credit that was indented for repairs that was passed to us as lock extension credit by the sellerThe seller never offered to cover lock extension. There are egregious violations of consumer laws and customer trust. If there are any gaps in the borrowers knowledge of a program we are in place and available to answer any questions.We spoke to the borrower about the fact that it was the sellers issue that caused the need for an extension.The issue with the apportionment of the seller credit was discussed and changed at least onceThe Loan Officer spoke to you before the credit was apportioned.There were disclosures issued to you aimed at keeping you informed.Thank Youre

*** ***, We are in receipt of your complaint. Please note the following: Your credit report was pulled on 1/15/That report did not contain any mortgage late payment dataMrT*** does not have access to any servicing data. In addition, one is not considered "late"
on their mortgage and likely to be reported late to the credit bureaus until after days from the payment due date ( January 1.) Therefore it would have been impossible for MrT*** to have known that you were delinquent regarding the January mortgage payment. As such, MrT*** nor JG Wentworth Home Lending LLC are guilty of any wrongdoing

Complaint: ***I am rejecting Westar's response because the company is still reporting negatively on our credit and mailing bills for an unpaid balance of $30, No one from the company contacted us to address any concerns or to ensure they were resolved It took days to receive a response in the system yet we received a letter saying we would have a response in four days In the meanwhile, all of our access to our account information was removed and, when we contacted the company on JUL, we were told our loan was transferred to their sister company for handling and none of our information was accessible by Westar Mortgage Prior to our reaching out to them, we received no notification or update of the transfer and we have no way of tracking the status of our loan at this time Until the status of the modification is confirmed (closed, processed, etc.) and our monthly payments (the $3K a month that we make ON TIME is going unaccounted for!!!) are reflected accurately on our credit, I do not believe my complaint has been resolved.Regards,
*** ***

We did not receive notice of any complaint via the Revdex.com, however I am familiar with this situationThe complaint was not present during the initial repair, that person has since moved to another state, although the invoice is clearly marked, that we recommend a leak check and they
denied it at the timeThe person whom paid the original invoice, stated he would contact other people within their organization to seek approval for additional funding to do so and had never contacted us furtherWhen we received the call from them months later, we sent our tech out, whom determined the refrigerant level was fine and there is a new problem, which was unrelated, involving a reset switch, at that time, an effort was made to have them check for a leak, and they declined againUnfortunately there is nothing we can do to help them realize the importance if they are not willing to do itThere is nothing unethical about arriving to a system low on refrigerant, advising to add refrigerant and check for leaks, the fact it was our first time out, we have not established any history of how often, or how large of a leak they had, there is no way to determine how much it will require to fill, until its been measured inIf this was a concern for them, and it should be, why have they declined on two occasions to repair it? Thank you for bringing my attention to this matterWe would have no problem, doing the leak check if they could ever decide on doing it, the price for the service was also indicated

This is in response to your correspondence dated October 15,
According to our records, the above-referenced loan transferred from the *** *** ***(“***”) corporate office to our servicing center in Ewing, NJ effective July 1, A Notice of Servicing Transfer was
mailed to the address of record dated July 15, (copy can be provided)Since the transfer of the loan, J.GWentworth Home Lending acquired *** and currently continues the servicing obligationsThe acquisition of *** has had no effect on *** ***’s recently transferred loan
While we note *** ***’s statement that he was unaware of the servicing transfer and continued to remit payments to the old address, our records indicate monthly mortgage statements (copies can be provided) were mailed to the address of record indicating the new payment processing addressAdditionally, we have no record of having received any returned mail from the borrower
Further, *** *** contacted our servicing center and spoke with our customer service representative on September 10, At that time, *** *** was due for the September installmentHe was made aware of the transfer and provided an updated mailing address to remit his monthly payments
On September 17, 2015, *** *** again called our servicing center wherein he advised our representative that he mailed his September payment via online Bill Pay on September 8, On September 23, 2015, *** *** contacted our servicing center and spoke with another representativeHe was advised that if payment was not received soon, he may want to place a stop on the check, and remit another payment to avoid delinquency
By October 5, 2015, no payment was received on the loan for the September installmentConsequently, the loan was reported adversely to the credit repositories to reflect days past dueSubsequently on October 6, 2015, $2,was received at our West Coast Lockbox which satisfied the September and October installmentsUnfortunately, the loan was already reported delinquent
*** *** was provided the opportunity to remit his payment by phone in September when he spoke with our customer service representativesAlternatively, he was provided our website should he choose to make the payment online
While we are sympathetic to *** ***’s situation, as a servicer, we are bound by contract with investors to report to the credit repositoriesThe Fair Credit Reporting Act (“FCRA”) requires that if we report, it must be accurateWe are therefore unable to waive or revise our late payment reporting
We can provide a copy of *** ***’s Customer Account Activity Statement for your review if so desired
Should you have questions with regard to this matter, please contact me at ###-###-####
Sincerely,
Sean T*** Service Excellence Administrator

We are in the process of investigating this complaintWe will respond in writing

** ***, Regarding this complaintThe loan modification was completed and put in placeThe borrowers request has been met. Please contact me if you have any further questions. BestChief Compliance OfficerWestStar Mortgage Inc(NMLS 2925)Commission Ct.Woodbridge Va

** ***,We have reviewed our records and determined that we will send you a check for $2268.I apologize that the communication was hurried at the end of the process.Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

Date: Fri, Nov 3, at 8:AMSubject: ***. *** ***, We have received your complaint sent through the Revdex.com. I have listened to all recorded calls, reviewed all texts and documents imaged in our Loan Origination System. There was a verbal exchange
between you and the loan officer regarding an electronic loan applicationIt was determined that the application did not register in our system and you agreed to fax the application and documents. No record exists that shows you applied or provided documents. The conversations on 10/and 10/included discussions of indication pricing“Where are we today”. Your allegation that the Loan Officer did not return messages and for twenty days avoided you; We have evidence of calls placed to you on 10/13, 10/14, 10/16, 10/17. J.GWentworth Home Lending LLC disagrees with your allegations. Thank You. Oscar A

Mr***, My apologies for not the delay in updating the status of this complaint on the web site. We have spoken to the borrower and explained the rationale for the declinationThe appraisal came in lower than expecte3d, Mr*** increased the balance on his subordinate financingThis
required that the borrower bring monies to closing to curtail the second trust balance. We have refunded the borrowers appraisal costThe borrower is satisfied with our explanation and refund of monies spent. Thank youBest, Oscar F* Chief Compliance OfficerWestStar Mortgage Inc(NMLS ***)*** *** ***Woodbridge Va

firstly, the standard operating procedures of the orginization is a mote point as the Business in question has zero knowledge of said workings. Secondly, the "secondary issues" that thr business claims were in addition to were inspected the first time around and the negligent work was done without the "master tech" writing any issuesThe service tech admitted the the own of the company likes to go to court, the service tech and we quote said, "this is how we do business in this industry." It was till the complaint was made that the business attempted to truely inspected the units so that they could use as a scape goat and elevate responsibility. The business has been complacent and uncooperativeThe owner wouldn't even call us back as we had to follow up multiple timesWe intend to make a complaint to the ROC and have already followed up with local news to begin moving forward as the business owner clearly is content with his poor ethical and bad business quality. Word of mouth is a power tool and we intend to bring to light this bad business practices

March 13,
Revdex.com Complaint
*** ***
*** *** ***
Watertown CT
This matter has been duly investigated at the Loan
Officer, and Branch Manager level by the
Chief Compliance Officer of WestStar Mortgage Inc
This transaction was initiated a cash out
refinance,
paying off a first trust and two other liensThe appraisal showed a value less
than anticipatedThe consumer noted that the two other liens were secured by
the propertyOperating under this information subordination requests were made
to one of the lienholdersDuring this period never once did the processor,
loan officer or the branch manager instruct Mr*** to not make his
mortgage payments, nor his other two loan paymentsIt is never the Loan
Officers election to counsel a borrower to not make a payment
Upon discovery of the late mortgage payments, WestStar
was unable to proceed with the transaction

Revdex.com:
My account has been credited and I have received a letter from J.GWentworthI have also reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

WestStar has responded to this complaint numerous timesWe have nothing further to add

Re: Loan Number ***Dear *** ***:This letter is in response to the complaint that you filed with the Revdex.com onJanuary 22, and we received in our office on January 26, In your complaint youindicate that you were having problems accessing our website and experienced
challengesresolving the website access with our customer service department.We regret that you had problems accessing our website portal anti sincerely apologize for thefact that your phone calls for assistance were repeatedly transferred to the wrong department.There was some confusion regarding the appropriate contact to address your issue due to yourstatus as a single sign on clientWe do regret this intemal error and apologize that you wereunable to access your account and experienced inconvenienceWe have utilized thisexperience as a training opportunity for our customer service representatives as this is not thelevel of service we strive to provide.Please be advised that as of February 1, 2018, your loan was transferred to *** *** ***for servicing*** Servicing Center will now collect your paymentsA copy of the servicingtransfer notice is enclosed for your referenceThe telephone number for the new servicer is*** ***.Should you have any questions regardin this matter, please contact me at ###-###-####.Sincerely.Tanika D***Executive Resolution AnalystEnclosureWWW.lGWENTWORTH.COM l***

I am researching this complaint with the Servicing Dept.I will post more information when available.Thank youOscar A***

Dear [redacted],When considering a refinance, in most cases, the appraised value of the subject property plays a pivotal role in a successful transaction.When investigating this case, your primary concern was whether you would financially qualify for the mortgage.The financial aspect of your...

application was reviewed and deemed to be viable.The next step was to acquire an appraisal to determine value and eligibility,The appraisal value was too low to support the transaction.We cannot determine appraisal values. The appraisals are completed by licensed appraisers chosen by an approved Appraisal Management Company,As such, we aré denying your request to be refunded the appraisal fee.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for handling this professionally.  Daniel and his team were very helpful, so I don't blame them for this. I think we got held up by the inspector and thank you for making this right.I look forward to doing business together in the future.
Regards,
[redacted] PS. Please feel free to forward this on to the business so they know what was communicated.  Thanks.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will wait to hear back from JG Wentworth regarding their handling of my complaint. 
Regards,
[redacted]