Initial Business Response /* (1000, 5, 2015/09/17) */
We are pleased to announce we were able to come to a mutual understanding and agreement with the complainantWith client service our number one goal, we are very thankful this process was able to help us further define what that really means
not only to us but our valued clientsThank you to the Revdex.com for providing the portal for this resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The so claimed vice president of the company, Mr*** ***, reached out to me with a phone call, and indicated that he decided to give me a full refundI am waiting for my check to arrive at the moment
Initial Business Response /* (1000, 5, 2015/06/01) */
Thank you for the opportunity to respond to your complaintWe empathize with your frustration regarding the standard operating process to cancel the Private Mortgage Insurance (PMI) and the appraisal requirementIt is a must we adhere to, and
ensure certain policies are in place in order to protect and be in compliance with all interested partiesStandards for the removal of PMI differ from agency to agency, each having their own strict benchmarks for what warrants a removal
We thank you for your patience while we researched your specific situationWe assure you that we take all complaints seriouslyOur review of your loan has determined that there has been no illegal wrongdoing in the requirement of an appraisal to determine and execute a final evaluation to cancel the PMI on the loan in questionAlthough we understand your loan recently funded in January, the purpose of a current appraisal is to ensure the property has not lowered in value
With that being said, we have made an exception; as a result of the recent large down payments to principal, a request has been made to remove the PMI from your loanWe expect the removal of PMI to be effective July 1,
Additionally, regarding the service you experienced, we value your feedback and regret your dissatisfaction in speaking with our client service agentsPlease be assured that our calls are monitored, and our senior management has reviewed all calls to ensure that they were properly addressed
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To Whom It May Concern:
This note is in response to your Revdex.com compliant submitted on August 25, regarding the above noted loanOur records reflect the matter was referred to our local attorney on April 13,
For more information please contact:
*** ***,
LLP
*** *** *** *** *** *** ** *** ***
We appreciate the opportunity to address your concernsWe trust our response to your *** compliant satisfies the remainder of the grievances noted in this Revdex.com compliant
If you have any other questions, please contact our Customer Service Department at 1-***
Thanks,
***
Initial Business Response /* (1000, 5, 2015/05/14) */
Dear Mrs***
First of all, please accept our sincerest apologiesThe handling of your account was miss managed and for that we are terribly sorryQuite frankly, we appreciate you bringing this issue to our attention and for
providing valuable feedback regarding our solicitation effortsAfter a thorough review of our call records, we found two critical errors in our systems, of which lead to the experience you described
Our Contact Center placed calls to your number between 4/9/and 4/27/
A third party system we utilized incorrectly flagged your number
An associated failed to follow protocol by not leaving a message
Based on your feedback and our internal review, we have implemented internal changes to our processes that will positively affect future client satisfaction
Coming full circle, I would like to personally thank you for bringing these issues to my attentionIt's this type of feedback that promotes growth and efficient business practices and one of the main reasons we are proud to be a part of the Revdex.comWe deeply regret the burden and annoyance our growth has cost you, and the fact you had to go to such lengths to resolve this issue
Please note, your number has been permanently removed from our databasesThere is no reason for you to receive another call from us; if you do, please do not hesitate to contact me directly
We greatly appreciate your patience and understanding
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to my records, I was called by their call center a total of times between 4-9-and 5-6-I answered of the callsEvery time that I answered all I heard was silence and then the call was disconnectedA message was never left the other times that I didn't answer my cell phoneI have reason to believe that my number is still in their database since our records don't match
Initial Business Response /* (1000, 10, 2015/11/02) */
Dear *** ***,
Thank you for allowing us the opportunity to respond to your complaint
First, we would like to apologize and empathize with the frustration regarding the customer service you received, and your concerns
surrounding the lien release/reconveyance on the above property
With that said, we are pleased we were able to come to a resolution in this matterThank you for your patience and time
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/06/03) */
While we feel for your situation, our hands are tied at this point. All of the appraisers on the panel for Land Home Financial Services, Inc. are contracted out on a case to case basis. Please consult the appraisal board (OREA or the BOE) for...
your best course of action moving forward.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company has the power to resolve a wrong. You can have the The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality. The appraiser broke a law The lender is held responsible, equally with the appraiser, for the integrity, accuracy and thoroughness of an appraisal submitted to FHA for mortgage insurance purposes.However, effective for case numbers assigned on or after February 15, 2010, no members of a lender's loan production staff or any person who is compensated on a commission basis upon the successful completion of a loan or reports, ultimately, to any officer of the lender not independent of the loan production staff and process, shall have substantive communications with an appraiser relating to or having an impact on valuation, including ordering or managing an appraisal assignment.The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality. THE APPRAISER YOUR COMPANY USED CONTACTED
PRODUCTION STAFF AFTER THE APPRAISAL WITH VALUATION I HAVE PROOF THIS IS A FEDERAL CRIME. YOU ARE RESPONSIBLE FOR THAT AND ALL THAT HAPPENED . I CAN EMAIL YOU THE PROOF. DO YOU WANT IT? I WANT THE APPRAISAL THROWN OUT ITS UNFAIRLY STOPPING ME FROM GETTING ANOTHER BUYER AND YOUR RESPONSIBLE FOR THE APPRAISAL ACCURACY AS WELL AS THE APPRAISER The lender is held responsible, equally with the appraiser, for the integrity, accuracy and thoroughness of an appraisal submitted to FHA for mortgage insurance purposes.
FHA may pursue appropriate enforcement actions against both or either party for violations. dO YOU WANT THE EMAIL WHERE THE APPRAISER CONTACT YOU THE LENDERS PRODUCTION STAFF A FEDERAL CRIME?The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality.
Thank you for your response and I apologize for the back and forth. [redacted] from our Client Advocacy department at Land Home, will be in touch shortly to review your request.
Thank you for the opportunity to address your concerns. Due to the sensitive nature of your compliant we have mailed a detailed response to your home address in La Jolla, CA. Please review the letter and reach out to us with any further questions. We trust you...
will find our response satisfactory per your requested resolution.
Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for the opportunity to respond to this matter. Please be advised that Land Home Financial Services (LHFS) has confirmed that the lien release is currently being processed by [redacted] on behalf of the investor of the loan,...
Dreambuilder Investments, LLC (DBI). As previously disclosed, LHFS has no delegated authority to execute a deed of reconveyance and/or satisfaction of mortgage. We would like to assure you once again that continuous efforts are being made with DBI to resolve this matter.
We have escalated this request to the beneficiary under this loan for their review and consideration to execute and file a lien release/satisfaction/reconveyance. Although LHFS is not at fault, we are diligently working on your behalf to resolve this matter as soon as possible. However, with the information provided, we ask that you continue to contact DBI to further resolve this matter.
If you have any further questions please do not hesitate to contact [redacted] ([redacted]@lhfs.com).
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I do not accept the response is because Quicken Loans, Title Source and myself have been trying to get this release since Feb.2015. Once the proper documentation is provided to Quicken Loans, Title source or myself then I will be satisfied.
This note is in response to your Revdex.com compliant submitted on August 25, 2017 regarding the above noted loan. Our records reflect the matter was referred to our local attorney on April 13, 2017.
For more information please contact:
[redacted], LLP
[redacted]
We appreciate the opportunity to address your concerns. We trust our response to your CFPB compliant satisfies the remainder of the grievances noted in this Revdex.com compliant.
If you have any other questions, please contact our Customer Service Department at 1-[redacted].
Initial Business Response /* (1000, 5, 2015/09/17) */
We are pleased to announce we were able to come to a mutual understanding and agreement with the complainantWith client service our number one goal, we are very thankful this process was able to help us further define what that really means
not only to us but our valued clientsThank you to the Revdex.com for providing the portal for this resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The so claimed vice president of the company, Mr*** ***, reached out to me with a phone call, and indicated that he decided to give me a full refundI am waiting for my check to arrive at the moment
Initial Business Response /* (1000, 5, 2015/06/01) */
Thank you for the opportunity to respond to your complaintWe empathize with your frustration regarding the standard operating process to cancel the Private Mortgage Insurance (PMI) and the appraisal requirementIt is a must we adhere to, and
ensure certain policies are in place in order to protect and be in compliance with all interested partiesStandards for the removal of PMI differ from agency to agency, each having their own strict benchmarks for what warrants a removal
We thank you for your patience while we researched your specific situationWe assure you that we take all complaints seriouslyOur review of your loan has determined that there has been no illegal wrongdoing in the requirement of an appraisal to determine and execute a final evaluation to cancel the PMI on the loan in questionAlthough we understand your loan recently funded in January, the purpose of a current appraisal is to ensure the property has not lowered in value
With that being said, we have made an exception; as a result of the recent large down payments to principal, a request has been made to remove the PMI from your loanWe expect the removal of PMI to be effective July 1,
Additionally, regarding the service you experienced, we value your feedback and regret your dissatisfaction in speaking with our client service agentsPlease be assured that our calls are monitored, and our senior management has reviewed all calls to ensure that they were properly addressed
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To Whom It May Concern:
This note is in response to your Revdex.com compliant submitted on August 25, regarding the above noted loanOur records reflect the matter was referred to our local attorney on April 13,
For more information please contact:
*** ***,
LLP
*** *** *** *** *** *** ** *** ***
We appreciate the opportunity to address your concernsWe trust our response to your *** compliant satisfies the remainder of the grievances noted in this Revdex.com compliant
If you have any other questions, please contact our Customer Service Department at 1-***
Thanks,
***
Initial Business Response /* (1000, 5, 2015/05/14) */
Dear Mrs***
First of all, please accept our sincerest apologiesThe handling of your account was miss managed and for that we are terribly sorryQuite frankly, we appreciate you bringing this issue to our attention and for
providing valuable feedback regarding our solicitation effortsAfter a thorough review of our call records, we found two critical errors in our systems, of which lead to the experience you described
Our Contact Center placed calls to your number between 4/9/and 4/27/
A third party system we utilized incorrectly flagged your number
An associated failed to follow protocol by not leaving a message
Based on your feedback and our internal review, we have implemented internal changes to our processes that will positively affect future client satisfaction
Coming full circle, I would like to personally thank you for bringing these issues to my attentionIt's this type of feedback that promotes growth and efficient business practices and one of the main reasons we are proud to be a part of the Revdex.comWe deeply regret the burden and annoyance our growth has cost you, and the fact you had to go to such lengths to resolve this issue
Please note, your number has been permanently removed from our databasesThere is no reason for you to receive another call from us; if you do, please do not hesitate to contact me directly
We greatly appreciate your patience and understanding
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to my records, I was called by their call center a total of times between 4-9-and 5-6-I answered of the callsEvery time that I answered all I heard was silence and then the call was disconnectedA message was never left the other times that I didn't answer my cell phoneI have reason to believe that my number is still in their database since our records don't match
Initial Business Response /* (1000, 10, 2015/11/02) */
Dear *** ***,
Thank you for allowing us the opportunity to respond to your complaint
First, we would like to apologize and empathize with the frustration regarding the customer service you received, and your concerns
surrounding the lien release/reconveyance on the above property
With that said, we are pleased we were able to come to a resolution in this matterThank you for your patience and time
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/06/03) */
While we feel for your situation, our hands are tied at this point. All of the appraisers on the panel for Land Home Financial Services, Inc. are contracted out on a case to case basis. Please consult the appraisal board (OREA or the BOE) for...
your best course of action moving forward.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company has the power to resolve a wrong. You can have the The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality. The appraiser broke a law The lender is held responsible, equally with the appraiser, for the integrity, accuracy and thoroughness of an appraisal submitted to FHA for mortgage insurance purposes.However, effective for case numbers assigned on or after February 15, 2010, no members of a lender's loan production staff or any person who is compensated on a commission basis upon the successful completion of a loan or reports, ultimately, to any officer of the lender not independent of the loan production staff and process, shall have substantive communications with an appraiser relating to or having an impact on valuation, including ordering or managing an appraisal assignment.The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality. THE APPRAISER YOUR COMPANY USED CONTACTED
PRODUCTION STAFF AFTER THE APPRAISAL WITH VALUATION I HAVE PROOF THIS IS A FEDERAL CRIME. YOU ARE RESPONSIBLE FOR THAT AND ALL THAT HAPPENED . I CAN EMAIL YOU THE PROOF. DO YOU WANT IT? I WANT THE APPRAISAL THROWN OUT ITS UNFAIRLY STOPPING ME FROM GETTING ANOTHER BUYER AND YOUR RESPONSIBLE FOR THE APPRAISAL ACCURACY AS WELL AS THE APPRAISER The lender is held responsible, equally with the appraiser, for the integrity, accuracy and thoroughness of an appraisal submitted to FHA for mortgage insurance purposes.
FHA may pursue appropriate enforcement actions against both or either party for violations. dO YOU WANT THE EMAIL WHERE THE APPRAISER CONTACT YOU THE LENDERS PRODUCTION STAFF A FEDERAL CRIME?The Direct Endorsement (DE) Underwriter who has responsibility for the quality of the appraisal report is allowed to request clarifications and discuss with the appraiser components of the appraisal that influence its quality.
Mr. [redacted],
Thank you for your response and I apologize for the back and forth. [redacted] from our Client Advocacy department at Land Home, will be in touch shortly to review your request.
Sincerely,
[redacted]
Dear Mr. [redacted],
Thank you for the opportunity to address your concerns. Due to the sensitive nature of your compliant we have mailed a detailed response to your home address in La Jolla, CA. Please review the letter and reach out to us with any further questions. We trust you...
will find our response satisfactory per your requested resolution.
Sincerely,
[redacted]
Communications
Complaint: [redacted]I am rejecting this response because:
We have yet to connect and discuss the reasons for my disagreement Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for the opportunity to respond to this matter. Please be advised that Land Home Financial Services (LHFS) has confirmed that the lien release is currently being processed by [redacted] on behalf of the investor of the loan,...
Dreambuilder Investments, LLC (DBI). As previously disclosed, LHFS has no delegated authority to execute a deed of reconveyance and/or satisfaction of mortgage. We would like to assure you once again that continuous efforts are being made with DBI to resolve this matter.
We have escalated this request to the beneficiary under this loan for their review and consideration to execute and file a lien release/satisfaction/reconveyance. Although LHFS is not at fault, we are diligently working on your behalf to resolve this matter as soon as possible. However, with the information provided, we ask that you continue to contact DBI to further resolve this matter.
If you have any further questions please do not hesitate to contact [redacted] ([redacted]@lhfs.com).
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I do not accept the response is because Quicken Loans, Title Source and myself have been trying to get this release since Feb.2015. Once the proper documentation is provided to Quicken Loans, Title source or myself then I will be satisfied.
To Whom It May Concern:
This note is in response to your Revdex.com compliant submitted on August 25, 2017 regarding the above noted loan. Our records reflect the matter was referred to our local attorney on April 13, 2017.
For more information please contact:
[redacted], LLP
[redacted]
We appreciate the opportunity to address your concerns. We trust our response to your CFPB compliant satisfies the remainder of the grievances noted in this Revdex.com compliant.
If you have any other questions, please contact our Customer Service Department at 1-[redacted].
Thanks,
[redacted]