Home Loan Enterprise

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I consider the apology from the CEO about their employee's behavior to be good emotional consolation regarding the following: Their employee being 1) unapologetic and unforgiving about his service timeliness and 2) the harassment the employee directed to me when I voiced concerns about service timeliness Regards, [redacted] **

Dear Mr. **,
 
My name is [redacted] and I'm the CEO of Home Loan Enterprise. I was deeply saddened to see your complaint on the Revdex.com and investigated further about your situation. There is no excuse for [redacted]'s response to your repeated inquiries and I am extremely sorry for...

that experience. I have spoken with [redacted] and informed him that this is not the correct way to speak to our clients. He has been disciplined and trained accordingly to our standards of customer service.
 
In regards to your file, I've attached the invoice for the rapid rescore that we actually paid for costing us a total of $151. In addition to the marketing costs and labor costs on your file, we have spent quite a large amount of money to gain your business. I know this is not an excuse for mistreatment or bad customer service, I just wanted to inform you of the work that we do and the costs that we pay for our clients that you may not see.
 
By law, we are only required to provide a GFE when you apply, when you lock, and when there is a changed circumstance in your loan. I understand you wish to have a GFE every day to see the rates but it does take us some time to actually price your loan each day and give your a rate or GFE. We are working on faster ways for you to get a GFE and rate/sheet with all our investors but it is still in the works. I hope this explanation helps you understand the amount of time and work needed to provide this for you.
 
Once again, I apologize for my employee's behavior and hope that you will consider us for your mortgage needs. I am ready to help you with anything you need personally and will provide you with rates/GFE's or anything that you may need to help you feel more comfortable working with us.
 
Thank you for bringing this to my attention, as it will help us improve our quality of work and make our processes more efficient.
 
Please call or email me at any time.
 
[redacted]
Home Loan Enterprise
4311 Jamboree Rd #175
Newport Beach, CA 92660
Direct: ###-###-#### | Fax: ###-###-####
[redacted]@hlemortgage.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I consider the apology from the CEO about their employee's behavior to be good emotional consolation regarding the following: Their employee being 1) unapologetic and unforgiving about his service timeliness and 2) the harassment the employee directed to me when I voiced concerns about service timeliness.
Regards,
[redacted]

Review: Harassing customer service representative

Sales rep [redacted] left a very harassing email to me. He implied I am mistreating the company while they have been slow to respond and have given me incorrect directions, wasting my time.

Please see a copy/paste of what [redacted] wrote to me and my response to him

Here is what he said:

[redacted],

I'm greatly disappointed and it's extremely disturbed by your action. I know this email will not change anything because what's done is done. I have done so much helping you up to this point and all you're giving me now is the concern if I'm able to get the loan done in timely manner or not? What do you think we do here? We're in the business to close loans to make money, once the loan is in place we don't sit on in because we won't make a penny if we don't close that loan.

The reason I was late on getting you the GFE because 1.) it was no urgent because we were still waiting on many things to be done. 2.) I have many other loans on my pipeline required of my attention as well and they might be more urgent at the moment. I have a revolving pipeline loan loans, so when your loan is in process then of course it will become urgent like the rest of the loan if not more. You're an engineer for a very reputable tech company so I'm sure work can get extremely hectic and you have to develop a system to prioritize which work needs to be done first depending on the importance levels right?

I respect you as a very educated professional and a smart and fair individual, but I'm greatly disappointed that you pulled this move on me. If you had made up your mind getting the loan elsewhere then you should not have even used me for my time and service today. I'm extremely disgusted. I hope you won't treat the next company the same you treated HLE.

Best of luck with the purchase!

My response:

I have not decided to go with anybody else yet. At this point, I simply voiced my concerns that I sense there's been delays in getting me information.

I will say I feel a bit harassed from your email. I felt unimportant as a client to you and you made it clear I am not a priority. While it's true you and I both need to prioritize, when you say things like

"Is it urgent because I'm swamped with other stuff?"

You could have said something like I will do my best to get it as soon as possible, instead of make me feel like I'm last in the line, so to speak.

"I could get you one at the end of the day."

Then you said you would get it to me by end of day, but it's been a whole day and you never sent the GFE until I asked for it again. When would you have sent it if I didn't ask for it again?

I've also tried to call you several times during the day with no call back, and many of my emails have went unanswered. These are all signs of maybe there is too much work going around.

You also attempted to provide instructions for the rapid re-score but those instructions provided to me weren't adequate as evidence of me having to call in numerous times, each time finding out I did not make the correct call. I assumed, at least, that when I told you I authorized an individual then you would have known I wasn't doing the authorization correctly. The fact this re-score was unnecessarily causing so much churn for me left an impression your company has not made many re-scores before, hence the confusion on your part for this process.

Combined with all of this, I have not made up my mind one way or another but I am concerned. I am more worried to see your kind of response because I mentioned I am concerned about the timeliness and to a certain degree, the accuracy of which the loan can be done (due to so much trouble about a seemingly common re-score). I don't see a problem with voicing a concern that perhaps the volume your company probably receives, while seems good for the company, seems like it makes their employees overworked and thus is my concern.

I didn't see it wasDesired Settlement: For the customer service representative to be warned of inappropriate behavior towards customer

Business

Response:

Dear Mr. **,