Valencia's Auto Sales

Ms. [redacted],My name is [redacted], Compliance Manager for Customer Relations. Thank you for your patience in the resolution of your insurance settlement matter.  After you spoke to our representative and provided the inspection report showing proof of repair completion, your remaining...

settlement balance was mailed to your residence on 2/9/18.  Regretfully, the UPS delivery was delayed due to severe weather conditions (as evidenced by the attached UPS tracking report). We regret the delay in the receipt of your check but are happy to confirm that we show delivery was made today, 2/15/18, at your home address.  We hope this closes the matter to your satisfaction, but should you have any remaining questions or concerns, please do not hesitate to contact me directly to assist you.We appreciate your business, and apologize for any difficulties you experienced.  We take all customer feedback and escalate it to our Management Team for review and analysis to correct and improve our processes to benefit you and our other customers in the future.Sincerely,[redacted]Compliance Manager[redacted].[redacted]

Upon receipt of Mr. [redacted]’ complaint, we reviewed its content and determined that his concerns raised issues that should be accelerated to Sierra’s General Counsel/Chief Compliance Officer, per our written policy and procedures for such matters.   We have engaged the assistance of our team...

that handles collection and servicing payments, located in our corporate headquarters, and are collaborating with that team to investigate the circumstances surrounding these events. We have also reached out to Mr. [redacted] and are working closely with him to resolve this issue regarding the payment of his property taxes.  We will also have confirmation that they will be paid timely going forward and confirmation that Mr. Ivans’ will be reimbursed for his taxes paid of pocket and all late fees incurred.   For the past thirty (30) years, Sierra Pacific Mortgage Company. Inc. (“Sierra”) has built its reputation as one of the most stable and responsible mortgage lenders by focusing on providing our customers with mortgage products that are designed to fit their individual needs in a safe and prudent manner. We believe that customer service is critical to our future success, and are dedicated to providing timely and thorough responses to the concerns of our customers.

Your correspondence of 8/30/16 was immediately escalated upon receipt and forwarded to the attention of [redacted], Compliance Manager for Sierra Pacific Mortgage Company, Inc., for review, validation, analysis and response.  Since receiving your complaint, we have taken the...

following actions to investigate and validate its content:1.      Per our existing policies and procedures, we escalated the matter to the Chief Compliance Officer, who advised Senior Management of the nature of your correspondence, and delegated responsibility for investigation and response to the undersigned.2.      We reviewed your correspondence to identify the issues you raised and assigned staff in our compliance department to begin a factual investigation into the matters you raised.  3.      We determined that your allegation of discrimination warrants us to conduct a review of the underwriting of your application and a general inquiry into our lending practices.We anticipate a full review of your matter to be completed by 9/9/16, and will draft correspondence to you detailing our findings in the hopes of resolving this matter quickly.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.