Monterey Auto Sales

(The following was copy/paste by Revdex.com staff - LST)***Revdex.comEuclid Ave, 4th FlCleveland, OH 44115-2408RE: 124125226Attention: [redacted] Nations Lending Corporation (“NLC”) has reviewed and investigated the Revdex.com complaint filed by Douglas S*The consumer and all parties involved were contacted to gain a better understanding of the concerns raised.After a thorough review of the concerns, it was determined that the consumer was informed correctly and NLC does have a 5-year rate guarantee, and a high percentage of our loans are held in portfolio and sub-serviced through [redacted] NLC confirmed that the rate was locked in June, however, there was a delay in the loan process because the consumer had not decided on a final loan amountDuring this time, the loan was being processed and the appraisal report was ordered and completedOnce the final loan amount was decided, the loan file proceeded to underwriting to be reviewed for loan approval.It was discovered through NLC’s research that the loan processor assigned to the loan was under the impression that due to the property being a manufactured home with an attached porch, an engineering cert was requiredIt was later verified, that the State of Washington only requires an inspection to be approved by the Washington State Deptof Labor and IndustriesOnce NLC became aware of the misunderstanding, NLC management reached out to the consumer in an effort to rectify this matter and continue to move forward with the loan processThe consumer declined and decided to withdraw and transfer the loan to another mortgage lenderThe VA case number and appraisal report were both transferred successfully prior to NLC receiving the Revdex.com concern.Nations Lending Corporation takes all consumer concerns seriously and works diligently to resolve each issue in a timely fashionNLC Management contacted the consumer to inform them that the $fee for the Engineering Cert will be reimbursed, and to ensure that all their concerns have been addressed

In regards to complaint ID# [redacted] Revdex.com, Inc.c / o [redacted] –Dispute Resolution SpecialistEuclid Avenue, 4th FloorCleveland, OH 44115-2408This letter is in response to the consumer complaint related to [redacted] , complaint ID [redacted] Nations Lending Corporation (“NLC”) has spoken to the complainant regarding thismatterOne of NLC’s Customer Service representatives spoke with [redacted] after conductingan internal investigation into the issues presented in his letter to the Cleveland Revdex.com.The issue brought to light by [redacted] occurred in May of 2013, nearly years ago, makingan accurate investigation into her claims difficultHowever,to the best of our abilities,weconducted a thorough investigation and determined it is the best interest of all parties to honor herrequest.As [redacted] ’s Revdex.com complaint states,the desired resolution for this matter is $121.02,NLC,without admitting any wrongdoing in this matter,is willing to present [redacted] a check for $121.02in a good faith attempt to resolve her claim.At Nations Lending Corporation,we strive to provide a superior customer experience and weapologize that this potential borrower did not receive an experience that meets our high standards.We assure you that the issues raised have been addressed.Thank you for your time in this matter.Sincerely, [redacted]

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 Regards, [redacted] ***

Nations Lending Corporation previously responded to the concerns of the consumer We have reviewed this matter and determined that none of the information has changed since the thorough investigation was completedNations Lending Corporation stands by the initial response provided to the consumer

(The following was copy/paste by Revdex.com staff - LST) [redacted] Revdex.comEuclid Ave., 4th FloorCleveland, Ohio 44115Regarding # [redacted] This letter is in response to the complaint submitted from the consumer [redacted] Upon receiving the concern, a member of Nations Lending Corporation (“NLC”) management team launched an internal investigation of the loan fileThe consumer and her spouse were contacted to gain a better understanding of their concerns.At NLC, part of the Vendor Management process is to approve all title companies prior to authorizing the closing of any loanWhen it was discovered that two separate title companies were being used for this transaction, NLC took immediate action to work towards getting the title company used by the seller, approvedOnce the title company is approved, the loan can proceed to closingThe delay associated with this loan was due to the title company not releasing the necessary information to get approved in a timely mannerAlthough NLC works diligently to close a mortgage by the purchase contract date, there are many circumstances such as this, that can arise and delay the loan closing.At NLC, we take all consumer concerns very serious and our goal is to provide a positive experience Privacy of all consumers is of the highest importance at NLC, hence not responding to the original complaint not filed by the consumer herselfNLC has also opened an internal review of the consumer stating they received closing documents not pertaining to their loanNLC management has contacted the consumer and discussed the conclusion of their concerns

[redacted] From: Luann [redacted] < [redacted] >Date: Tue, Jul 25, at 2:PMSubject: Re: Cleveland Revdex.com re: complaint # [redacted] To: Lou [redacted] Dear Sir: All ownership information was presented to and verified by copies of land deeds, etc, to NLC at the very beginning of the loan application My husband and I were the first owners in and paid off the mortgage on August 11, Then we transferred ownership to our daughter, Rebecca [redacted] on April 12, Another mortgage was taken on this property by my daughter and we paid her off and re-titled the property back to us on January 25, My husband and I have lived on this property continuously during these transactions Our chief complaint in this matter is that NLC was completely aware of this situation and still lead us to believe if we did all requirements to meet [redacted] specifications we would be granted the loan that we so desperately needed

In regards to complaint ID # [redacted] Revdex.com, Inc [redacted] – Dispute Resolution Specialist Euclid Avenue, 4th Floor Cleveland, OH 44115- This letter is in response to the consumer complaint submitted by [redacted] , complaint ID # [redacted] Nation’s Lending Corporation (“NLC”) has spoken with the complainant in order to fully and promptly address the situation Upon receiving the complaint, NLC management spoke with both the borrower and loan officer in order to gain a complete understanding of the issue at hand Per the complaint, the borrower requested a refund of $that was paid to the appraisal management company for the appraisal The actual fee of the appraisal was $as determined by the appraisal management company The borrower did not have the funds to pay for the entire appraisal, so the branch manager offered to help the borrower by allowing the remaining portion of the appraisal fee be financed into the loan While it is unfortunate the borrower feels the appraiser was unprofessional, NLC does not have the ability to reprimand the appraiser because the [redacted] is a third party vendor with no affiliation After reviewing the loan file, the qualifying credit report indicated the borrower was current on their mortgage payment However, when a credit supplement was ordered, it reflected the borrowers mortgage history had changed and showed a past due payment was madeEmail records indicate that the borrower acknowledged the payment was sent in late The borrower was never told by a member of NLC to stop making their mortgage payments Here at NLC, employees do not advise borrowers to discontinue making their mortgage payments during the loan process In final review, NLC management does not feel the company is responsible for the borrower’s lost funds associated with the appraisal The decision by the borrower to make the mortgage payment late was his alone and not advised by NLC Scott I [redacted] Compliance Manager 216-503-Tell us why here

Per conversation with consumer:She received her money back and is satisfied with matter

Revdex.com [redacted] ***- Dispute Resolution SpecialistEuclid., 4th FloorCleveland, Ohio 44115-Regarding: Complaint ID # [redacted] Immediately after Nations Lending Corporation (“NLC”) received the filed concern, a member of NLC management launched an internal investigation The loan file was reviewed and the loan officer and consumer were contacted to obtain a better understanding of the concerns.As indicated in the complaint, the consumer had a discussion with the loan officer requesting NLC send a Notary to their home to provide and sign the initial loan disclosures During the loan process, there were concerns of how the property was titled and NLC was unable to verify that until the preliminary title and appraisal were received The consumers concern stems from a miscommunication regarding the property ownership Due to the circumstance, out of goodwill for the consumer, NLC has decided to reimburse them for the third-party appraisal fee Nations Lending Corporation takes all consumer concerns seriously and works diligently to resolve each one in a timely fashionOur goal is to provide a positive consumer experience, no matter the result of a loan application

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 Nations Lending absolutely does not take privacy at the highest concernTheir mortgage banker sent us documents which contained a different customer's personal identifying information by accident and dismissed it like it was some every day occurrenceWhile I do appreciate the extra layer of security in due diligence, the contingencies for not closing on time were not put in placeThe seller's decision in choosing the title company to represent them was known well in advance, and Nations Lending is treating this as if it were some freak occurrenceThis is a lot more common than they dismiss this to beFurthermore, as part of Nations Lending's process, they asked the social security number for each employee in the seller's title companyThe fact that they did not have enough foresight to think that this would be met with resistance is careless, negligent, and irresponsible on their partClosing dates should be a priority for their customerHaving known this well in advance, and using just a little common sense to anticipate the title company would be hesitant to offer this information to Nations Lending, it is the responsibility of Nations Lending to have contingencies by preparing a buyer side title company.To add insult to injury and rub salt in the wound, the mortgage banker did not inform us that the buyer's side title company was scheduled to show up at 3PM instead of 1PMWe came to the closing table at 1PM looking like fools as we waited for our closing company's rep to show upAs Nations Lending supposedly prides itself on excellent customer satisfaction, the lack of customer satisfaction in this whole ordeal is appallingAfter my husband made this extremely clear to the Nations Lending's rep on the phone, the rep still insisted that Nations Lending provides excellent customer satisfaction despite him telling her that we are highly, highly dissatisfiedMoreover, after trying to get Nations Lending to admit that they do not provide excellent customer satisfaction, and hoping for some sort of compensation for the financial hardship that we experienced, Nations Lending is still adamant that they were not to blame and that they did not provide anything but excellent customer satisfactionThis is not only bad business practice but highly immoral of them to not own up to their mistakes, especially when the mortgage banker's boss admitted that they dropped the ball Regards, [redacted] ***

This business response was received by Revdex.com via email and is a copy/paste by **; please also refer to the attached document.Revdex.com [redacted] Nations Lending Corporation (“NLC”) has reviewed and investigated the Better BusinessBureau complaint filed by the consumer on 11/17/17, and received by NLC managementon 1/3/To further understand the consumers concern, a member of managementmade several attempts to speak to the consumer, however, no call was returned.Management then reached out to all parties involved to get an understanding of thismatter.When the consumer began the loan process with NLC, an initial credit report was pulledwith no indication that the consumer had an existing FHA loanAs NLC continuedreview of the loan file and proceeded towards loan approval, a Credit SupplementReport was pulled as one of the last requirements prior to issuing a final loan approval.When reviewing the Credit Supplement Report, the consumers current mortgageappeared as an FHA mortgage loanPer FHA guidelines, a consumer cannot have morethan one FHA mortgage loan simultaneously, unless they meet one of the fewexceptions, which the consumer did notAs a result, the consumer was not eligible foran FHA loanThe Personal Mortgage Advisor and Branch manager made many attemptsto speak to the consumer regarding other loan options, however, no contact wassuccessfully made.Nations Lending Corporation takes pride in treating all consumers with high regard andproviding a positive experienceShould the consumer choose to contact NLC, we aremore than willing to continue working with them to consider their loan options

Revdex.com Nicole ***-Dispute Resolution Team Member Euclid Ave., 4th FlCleveland, Ohio 44115-RE: Complaint ID # [redacted] Nations Lending Corporation (“NLC”) has reviewed and investigated the Revdex.com concern filed by the consumerBoth the loan officer and consumer were contacted in an effort to gain a better understanding of the concerns raisedAfter a thorough review, NLC management determined that the subject property had been built within the same year the consumer completed the loan application with NLC Due to the time frame, the home did not meet an FHA guideline requiring a month seasoning of newly constructed homesA follow up was scheduled for the beginning of March However, due to unforeseen circumstances, the loan officer was out of the office and was unaware that the borrower had reached out to continue his loan applicationOnce the loan officer returned, he reached out to the consumer to continue the loan process with NLC, but the consumer had already initiated a loan with a different lenderDue to the circumstance regarding the FHA guideline, NLC has decided to refund the third party appraisal fee back to the consumerOur goal at NLC is to provide a positive customer experience, no matter the end result of a loan application isWe take all consumer concerns very seriously and apply those concerns into our work environment to avoid these issues in future circumstances Carolyn [redacted] Customer Solution Analyst [redacted] Tell us why here

[redacted] From: Luann [redacted] < [redacted] >Date: Thu, Jul 20, 2017 at 3:24 PMSubject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint # [redacted] .To: RevDex.com <[email protected]>On Friday July 14, 2017 I received a check in the mail from NLC Loans for $300.00. It was their solution towards resolving my complaint. However, I do not intend to cash this check, the amount involved does in no way compensate for what this company has cost me and my husband. I also have filed a consumer fraud complaint with the [redacted] . There are many fabrications ongoing with their account of monies intended to disburse even now. I have stated that I do not accept their resolution and intend to pursue this issue to the utmost. I would like to know if the BBB intends to follow up this case

Revdex.com, Inc Cleveland, OH C/O [redacted] Dispute Resolution Specialist [redacted] ,RE: [redacted] - # [redacted] In regards to the above referenced Complaint, Nations Lending Corporation (“NLC Loans”) has researched this issue and has found that this person had no dealings with NLC at any time [redacted] was contacted by a third party that was not working for nations lending at the time [redacted] thought it was NLC as he used the internet and searched the phone number and there was a reference to NLC at one time We have spoken to the owner of the third party company and he indicated his company had reached out this client and had resolved the issueIt is our understanding that [redacted] has had contact with the third party company and the matter has been resolved and [redacted] was removing his complaint with Nations Lending We believe this matter has been resolvedFeel free to contact myself if you have any questions Sincerely, [redacted] ***Compliance Manager - Operations

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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,
*** ***

I have spoken with a representative with the company regarding a refundI was promised a full refund within daysIf this occurs I will gladly accept the resolution for this complaint.
Regarding complaint ID ***.
Regards,
*** ***

[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 I do have a couple of comments regarding this resolution The letter implies that the delays in processing were due to my indecision over the loan amount, which is not true Additionally, they claim that they transferred the appraisal and necessary loan information prior to the Revdex.com complaint This, too, is not true I had to go through the VA directly - which I can prove with documentation - a month AFTER I requested the transfer in order to get the appraisal sent to my new agent to continue the process I am not happy with NLCs characterization of these events, and their unwillingness to accept fault in this.Having said this, however, I am happy that they have admitted their fault in requiring an engineering inspection that was not necessary, and that they have refunded me the cost of that inspection
Regards,
*** ***

Per Revdex.com phone conversation with Nations Lending:The consumer did not receive loan, however title company issued a surveyor out to property without discussing with lender or consumer Once the issue with the surveyor was resolved, the consumer received her earnest monies back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been advised by my lawyers to not speak to anyone who directly works for NLCDue to the fact that absolutely no one contacted us regarding the original closing date on MAY 2016; I am seeking repayment of the money I spent to get a special Power of Attorney and fly my wife home for the closingI repeatedly checked the date of the closing before we purchased the plane ticketAgain NOT ONE PERSON contacted us to let us know that NLC could not meet the deadline of the closingWhile my wife was home we spent time and money running around town to obtain Verification of Employment documents for this loanOne document we had to get twiceMrP*** rejected it because he said that we need to only prove years of work history and that the years of proof of work history was not acceptable(YES you read that right)So my wife had to drive to get the same document twice proving years of work history instead of In the end we come to find out that specific document was not even considered for my "loan"My wife drove around town a few days in a row getting these documents for no reason. Also on JUN 2016; I was promised and given a verbal guarantee by MrP***'s manager, Nick P***; that he would pay my closing cost if my mortgage payment in my (new) current loan was less than $1300.00/monthI explained to him that my new mortgage payment for my new loan was $1,134.00/monthHe said that is impossible and that there's no way that's trueAnd if it does prove to be true; he said he would personally pay my closing costs of my new, current loanI told him absolutely I will accept that verbal agreement and he agreed and even assured me of the agreement citing that the phone call was being recordedI said that's great I am going to hold you to your word and I would also like that agreement in writingHe assured me that he would email me the agreement and put it in writingI asked him if he needed my email address and he said no he already had it on fileI am still awaiting his written agreement and I absolutely plan to hold him to his wordIf I have to take MrP*** and NLC to court then so be it; I am prepared to do soRight before I got off the phone with MrP*** he assured me that no one from NLC would be talking to me again without a lawyer presentNo lie several minutes after I get off the phone with him; I get contacted by one of MrP*** employees and he wants to know what the deal is and what we just spoke aboutThis ONCE AGAIN goes to show the lack of respect MrP*** and the employees of NLC have for my privacyThey repeatedly continue to violate my privacy and the privacy of our conversationsIt simply does not matter to them and they feel that they can get away with consistently treating a customer like this. I want my money for my closing costs and the money for the plane ticket, mileage and fuel used while running around town trying to obtain documents they knew they didn't need
Regards,
*** ***