Mountain America Credit Union (All Utah Locations)

Hi ***, I apologize for the statement issue and concern with your paymentI have refunded the late fees on your account and applied them toward your loanIt is true that we only send statements once a monthThey are printed the first day of each monthI am happy to move your payment date
ahead days for you to be able to have adequate time to receive the statement before the due dateYou can also login online and see your payment date at any time during the monthI apologize for your frustrationsPlease let me know what more I can do

Complaint: ***
I am rejecting this response because: because first off let me say I'm not stupid I know the difference between available balance and actual balance and I look at the available balance not actual you just want to deny the fact that you're system is messed up and the real complaint is the fact you take money out of my account before it actually shows being in the hole and when we opened the account we was told we would be chared the fee after the transaction clears and when you take the fee before it clears there's been a number of times that it was taken after it cleared also
Sincerely,
*** ***

***, We reached out to you last week to address your concernPlease let us know if any additional assistance is needed. Thank you,

***,I apologize that we have not been able to assist you to your satisfaction. From the notes I am seeing we did receive an affidavit of fraud with the issuer of the check so that it could be returned from the Mountain America account. We also have the police report about this incident and have provided the police with the ATM video from the deposit. From our understanding, the check was returned and you were able to receive another check for the $726.00. I understand that being a fraud victim is a very stressful situation and apologize that you had to go through that. If there is anything else we can do in this matter please let us know.Thank you,Kelly

***, Melissa has reached out to you to discuss your concern, and will follow up with you based on your conversation yesterdayThank you

Hello ***, We have reviewed your loan for a rate match of 2.49% with InTouch Credit Union It looks like you took multiple steps to satisfy the requirements given to youI apologize for the run around that you were givenI do see that you provided a letter from InTouch Credit Union validating
your preapprovalWe have adjusted your rate from 4.24% to 2.49% as requestedPlease let me know if you have any further questions Thank you, Christi H***

Good afternoon Mr***, We apologize for the inconvenience with the title on your Polaris SportsmanWe are currently looking into the issue and will have an answer back to you later today Thank you, Meghan H***Manager-Title DepartmentMountain America Credit Union

Mrand Mrs*** closed escrow on a Taylor Morrison home on September 30, Taylor Morrison is committed to providing excellent customer service to its homeowners. In March of 2017, we were contacted by neighbors of Mrand Mrs*** because water was coming from their home, yet no one
was home. The fire department was dispatched, entered the home and repaired the sprinkler that discharged on the first floor entryIt is our understanding that the *** family was in China during this loss, regardless, a third party, state licensed, water remediation team was immediately dispatched to assess damage, remove and/or dry down the affected areas. ***, the installer of the sprinklers, inspected and then removed all sprinkler heads in the home and replaced them with new heads. A proactive process done by *** and TM to try and ensure no further issues would occur. All areas of the home were restored to their original stateOur customer service team communicated how the repairs were completed in their absence and met with to Mrand Mrs*** when they returned. Mrand Mrs*** do have several items they have stated were damaged by the incident, we have stated numerous times that Taylor Morrison would be happy to reimburse for these items with the proper documentation. It is essential to have descriptions of the items the damaged, value and proof of ownership (a specific form is required to be completed) for reimbursement. To date, we have not received this form. This request by TM is comparable to what any insurance company would request from a homeowner claiming a loss Homeowner has also requested to be reimbursed for diminished value (all repairs have been made), economic loss, and inconvenience, unfortunately these are not items we can compensate for under the terms of our Limited Warranty We look forward to working with Mrand Mrs*** and the Revdex.com to resolve their concerns

Complaint: ***
I am rejecting this response because: Company says their amortization might get confused if I pay too far in advance? Hard to accept that a billion dollar company doesn't have a clerk or book keeper or accountant who can accurately manipulate the computer and keep things straightOther mortgage companies did --- this one can't? Might help to ask their competitors2) I do have a savings account with this companyI do not have nor desire an automatic debit for my loanI am yet at a loss to understand why it is so difficult to permit my payments in excess of three monthsThis will benefit the company as they won't have a concern if I am in arrearsYes, they will make more money if I am foreclosed and that might be a thought, but I am presently uncomfortable with the idea (of my foreclosure).Perhaps they have an idea of the financial future of Utah / America and wish to position themselves to benefit from some kind of collapse? Since an honorable answer escapes me, perhaps their policy is dishonorable?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The client had requested services from our company on December 10, and signed an agreement stating that payments for services would commence on January 3, and subsequent charges on the 3rd of future months thereafter, for services that had been rendered for the previous monthThe services that the client had requested began on December 10, and the first payment was received on January 3, as per the agreementServices continued for the month of January and payment for services rendered in January were received on February 3, Again, services continued for the month of February and payment for those services was received on March 3, On March 7, we received notice from our bank that payments for January 3rd, February 3rd and March 3rd had been reversedWe spoke with the bank regarding this and it was stated that the client had disputed the transactions and the bank had reversed the charges based solely on the word of the client without performing a formal investigation nor notifying our companyOn March 18, we sent documentation clearly stating that the transactions were authorized for automatic drafts for services the client had requestedAfter failing to respond, we sent the bank another letter on April 22, 2016, again including documentation clearly stating the transactions were authorized by the client in payment for the services that had been both requested and renderedAs of the present date Mountain America Credit Union has yet to address the validity of the disputeAs we have provided substantial evidence that the transactions were authorized by the client for services the client had requested and that have been performed, we are requesting a resolution from Mountain America Credit Union
Sincerely,
*** ***

I am rejecting this response because: I have been told this over and over again yet the floors continue to get worse. My husband mostly works from his home office so we have open availability for repairs to be done. We have scheduled several appointments and no one shows up. The "2 "independent inspections" were performed by the same person. He was hired once by TM and again by [redacted]. We were never provided with what was contained in the reports and nothing has been done. The inspector first came out to the home last year.

We will not be addressing the concerns of Mr. [redacted] regarding his garage. The home was built per plan and design and inspected by the City of Elk Grove for Code Compliance and Life Safety. As per the attachments, there was never a documented mention of any issue with the garage or access in and out...

of the garage. Our standard limited warranty covers fit and finish for the time of one year from the Close of Escrow. Since the home closed escrow on 8/30/2012, the warranty period is expired, and no further work will be performed on this home.[redacted]Vice President of Construction Taylor Morrison of Northern California

I am rejecting this response because: In our last e-mail to Mr. [redacted] Weed from Taylor Morrison:"[redacted],The deal was - independent guy who knows nothing about us and nothing about you. Seems like everything about us including pictures from your side, lot #, carpet type, etc. was given to [redacted] but interesting enough we were not cc'd in the mix. What else did you guys discuss? I'm sorry, your actions have been contrary behind the scenes as [redacted] was given tons of information and we were thinking all groups and communications will be fair. Is [redacted] coming here every week to scrub our carpets to make our carpets look like a 5 month new house carpet should look? What chemicals? You've once again dodged the most important question - what chemical/spray is sold at [redacted] that will do this? When [redacted] was here he mentioned that is losing yellow color and you heard it, you know you heard it, we sat on my couch and talked about it! Are we nuts here to spray "unknown chemicals" on our carpet? Your intellectual employee [redacted] said Windex and you guys have just figured out chemical instead? Point out a few chemicals that will make a carpet go purple is what your inspector is suppose to analyze - not vagueness here.Any explanation equally on why you region has a C- on its rankings while many many many many businesses have A+? Perhaps you meet all the angry birds and the rest of the businesses meet happy birds or perhaps ....... I'm sorry [redacted], I cannot deal with your personality anymore and would like to work with someone else do handle this. Thanks,**We have several carpet inspectors coming in. [redacted] and [redacted] have dodged every educated question asked and have stuck to the same thing. Everything seems extremely shady here.

Good morning [redacted],I wanted to notify you that the CDI management team is meeting Friday7/15 to discuss and develop a game plan to deal with the wood floor issues in your home.I should have this outline early next week for your review.Please let me know when we can schedule the repairs. Thank you,[redacted]

We have reviewed the details of Mr. [redacted]'s complaint. CPI was added to the loan because the needed documentation was not updated with Mountain America, requiring the credit union to purchase and force place the coverage. The issue seems to have occurred because of lack of communication...

between Mr. [redacted]'s insurance provider and the credit union. We have requested from the credit bureau that any resulting negative impacts on his credit be removed. We anticipate these changes to be reflected by the beginning of the year (Jan 2016). This has been communicated to Mr. [redacted]'s wife via telephone. We apologize for any inconvenience this has caused our member.

I am attaching the report from the third party independent inspector and his findings.  Spoke with [redacted] he is looking to possibly hire a few others to review the carpet as well.  I let him know that TM is will to pay for one of the inspections (approximately $400) to make sure that we are not being biased.  He did want me to note that [redacted] ([redacted]), was commissioned by [redacted] and Taylor Morrison.  I would like clarify a bit further, [redacted] called and scheduled with [redacted] Floor [redacted]s only.  Taylor Morrison is paying is only paying the invoice for the inspection.  [redacted] is an independent inspector hired to inspect and provide his conclusion.  I will update once I hear from [redacted] family with date and times for inspectors hired by them.

The method of documentation changed last week once you mentioned legal.  The documentation process is the process that is in place.  It is the same process that any insurance company would ask anyone to do.  Your own insurance company would request this same information if you had submitted this claim to them.  Taylor Morrison has performed the repairs, so there are no other issues concerning the home.  Please fill out paperwork so we can reimburse for the items damaged because of the sprinkler leak.

[redacted],As of 3/1/2018 all balances have been removed and the account closed completely. If you have any additional questions or concerns please let me know.Thank you,

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.
Sincerely,
[redacted]

I have spoken and email with [redacted] multiple times in the last few days.  I have offered and am scheduling a third party state certified carpet expert to look at carpet to evaluate which verbally and via email he stated his was happy.  Not sure what has changed in the last 24...

hours.  I informed [redacted] on why the original claim was denied.  Since he has been in his house he has had a 30 home check up in where we take care of any issues that come up, and now after living there 5 months this is the first we are hearing about these stains.  I am still happy to have someone come in and evaluate and assess.  Since Monday, this is the 3rd Revdex.com that [redacted] has complained to (Orlando FL, San Diego, CA and now Northern California) without allowing us to even of had the opportunity to have outside party even evaluate.  [redacted] forwarded the pictures to me @ 1:21 pm on 9/23/2015 after informing him of a time and date I could meet with him to call "other" carpet experts to review the carpet since he now has a trust issue.  TM's position remains the same and is unbiased.  If outside consultants state there is an issue with the carpet, we are more than happy to replace.