Monterey Auto Sales

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]

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]Dispute Resolution Specialist2800 Euclid Ave Cleveland, Ohio 44115-2408 Regarding complaint ID # [redacted] Nations...

Lending Corporation (“NLC”) has reviewed and investigated the Revdex.com complaint filed by the consumer.  Upon investigating the concerns, NLC discovered the concerns had been rectified prior to receiving the Revdex.com complaint. During the loan process, the consumer informed the Personal Mortgage Advisor (“PMA”) of their unique situation, having 2 parcels with separate tax bills.  The consumer was instructed by the PMA to provide both tax bills to NLC to assure proper disbursement of funds.  Following the closing of the loan, the consumer received a notice of delinquency for one of the tax bills.  Being that NLC handles the servicing of the loan, NLC management immediately looked in to the servicing and was able to resolve the issue promptly, with no penalty or additional fees to the consumer. NLC has resolved this matter to the best of our knowledge and confirmed there are no outstanding payments due for either parcel.  NLC takes all concerns very serious and strives to provide each consumer with a positive experience.  A member of NLC management contacted the consumer and confirmed they are satisfied with the resolution.

(The following was copy/paste by Revdex.com staff - LST)[redacted]Revdex.com2800 Euclid 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 file. The 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 loan. When 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, approved. Once the title company is approved, the loan can proceed to closing. The delay associated with this loan was due to the title company not releasing the necessary information to get approved in a timely manner. Although 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 herself. NLC has also opened an internal review of the consumer stating they received closing documents not pertaining to their loan. NLC management has contacted the consumer and discussed the conclusion of their concerns.

[redacted]From: Luann [redacted] <[redacted]>Date: Tue, Jul 25, 2017 at 2:27 PMSubject: Re: Cleveland Revdex.com re: complaint #[redacted]To: Lou [redacted] <l[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 1994 and paid off the mortgage on August 11, 2004.  Then we transferred ownership to our daughter, Rebecca [redacted] on April 12, 2002.  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, 2017.  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.

Good afternoon, please see attached response. Let me know if you need anymore information.Thanks[redacted]

In regards to complaint ID# [redacted]Revdex.com, Inc.c / o [redacted] –Dispute Resolution Specialist2800 Euclid 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 thismatter. One 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 2 years ago, makingan accurate investigation into her claims difficult. However,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]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In regards to complaint ID # [redacted]   Revdex.com, Inc. [redacted] – Dispute Resolution Specialist 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408   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 $300.00 that was paid to the appraisal management company for the appraisal.  The actual fee of the appraisal was $560.00 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 made. Email 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 216-503-7058 Tell us why here...

Revdex.com Nicole [redacted]-Dispute Resolution Team Member 2800 Euclid Ave., 4th Fl. Cleveland, Ohio 44115-2408 RE: Complaint ID # [redacted]
* Nations Lending Corporation (“NLC”) has reviewed and investigated the Revdex.com concern filed by the consumer. Both the loan officer and consumer were contacted in an effort to gain a better understanding of the concerns raised. After 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 12 month seasoning of newly constructed homes. A 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 application. Once 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 lender. Due to the circumstance regarding the FHA guideline, NLC has decided to refund the third party appraisal fee back to the consumer. Our goal at NLC is to provide a positive customer experience, no matter the end result of a loan application is. We 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...

(The following was copy/paste by Revdex.com staff - LST)[redacted]Revdex.com2800 Euclid Ave, 4th FlCleveland, OH 44115-2408RE: 124125226Attention: [redacted]Nations Lending Corporation (“NLC”) has reviewed and investigated the Revdex.com complaint filed by Douglas S[redacted]. 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 amount. During this time, the loan was being processed and the appraisal report was ordered and completed. Once 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 required. It was later verified, that the State of Washington only requires an inspection to be approved by the Washington State Dept. of Labor and Industries. Once 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 process. The consumer declined and decided to withdraw and transfer the loan to another mortgage lender. The 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 fashion. NLC Management contacted the consumer to inform them that the $415 fee for the Engineering Cert will be reimbursed, and to ensure that all their concerns have been addressed.

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]

Hello,I have attached NLC's response to the complainant's issue.  Please let us know if you have any questions or need any additional help.Thank you,[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 completed. Nations Lending Corporation stands by the initial response provided to the consumer.

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 concern. Their 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 occurrence. While I do appreciate the extra layer of security in due diligence, the contingencies for not closing on time were not put in place. The 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 occurrence. This is a lot more common than they dismiss this to be. Furthermore, as part of Nations Lending's process, they asked the social security number for each employee in the seller's title company. The fact that they did not have enough foresight to think that this would be met with resistance is careless, negligent, and irresponsible on their part. Closing dates should be a priority for their customer. Having 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 1PM. We came to the closing table at 1PM looking like fools as we waited for our closing company's rep to show up. As Nations Lending supposedly prides itself on excellent customer satisfaction, the lack of customer satisfaction in this whole ordeal is appalling. After 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 dissatisfied. Moreover, 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 satisfaction. This 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]

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 issue. It 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 resolved. Feel free to contact myself if you have any
questions.
Sincerely,
[redacted]Compliance Manager - Operations

Please find the attached.