Year Round Heating & Air Conditioning Company

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below They state my account was properly credited but I logged in after receiving their response and my account still states the account is past due They haven't corrected the account onlineIt shows a past due balance of $ Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below On Mon, May 11, at 10:PM, [redacted] [redacted] wrote:I just read through the forms and I did not sign or initial any of themThat is NOT my signatureI can not say who signed itMaybe the clerk at [redacted] or maybe someone at Monetery Finance / [redacted] but it was definitely NOT meNow we're talking FRAUD! --------------------------------------------------------------------------------...⇄ attached signature sample

On 12/27/ [redacted] entered into an agreement with [redacted] for the financing of her daughter’s insulin pumpHer account was placed with Monterey Financial Services on 01/09/to act as a 3rd party servicer for the remainder of the balance On March 29, at 1:09pm PST *** [redacted] logged into the Monterey Financial website using her unique user ID and password and signed up for the debt protection programI have attached a copy of the debt protection program contract for referenceAs outlined in the attached contract the monthly payment amount was increase by $to cover the amount of the fee for the debt protection program Over the last year [redacted] visited Monterey Financials website and spoken with representatives on several different occasionsAt no time did she voice any concerns that she had about the debt protection program or the extra $being charged A review of our phone records and call recordings show no messages left for our office by [redacted] over the last several monthsHad a message been left an immediate return call would have been placed to herMonterey Financial has no record of any letter that was included with her last payment Despite the fact that she voluntarily signed up for this program and has had coverage outlined in the attached since March 29th, Monterey Financial will credit the $that she has paid towards the program to the remaining balance owed I apologize [redacted] felt the representative she spoke to was rude or unprofessionalI will review the call recording [redacted] had with our office and address any and all training issues from the call Should [redacted] have any further questions she may contact me directly at [redacted] Sincerely, [redacted] Loan Servicing Manager

Dr [redacted] ,Thank you for providing me with the correct phone number to be able to locate the call recordings of your conversations I was able to determine the account which your phone number was associated with and confirmed the number was deleted on 11/6/and you will not receive any further calls from us I appreciate you bringing this matter to my attention as we value customer service as is indicated by our A+ rating with the Revdex.com I formally apologize if you feel you were rudely treated by one of our reps and will be addressing these calls with additional training Again please be assured your phone number was removed from our database and you should not hear from us again.Sincerely, [redacted] ***Collections Manager

As stated in our first response to the complaint made against Monterey FinancialThese terms were outlined in the contract that [redacted] voluntarily signed [redacted] was made aware on multiple different occasions of what the terms of the contract were and there could not be any return payments allowed for Monterey Financial to honor the day early payoff optionThese terms were outlined in the DAY EARLY PAYOFF OPTION section of her contract Monterey Financial is not requesting the amount of $to be paid as she is claiming in her responseShe still has the option to pay her contract early at a discounted rate if she chooses toThe amount that would be required to be paid would be $which must be paid no later than 02/27/15, prior to the next month’s interest accrual [redacted] ***’s claim that she called our office on 01/27/is inaccurate as we did not receive a call until 01/28/later in the afternoonThis was days after the payment was already processed and the Early payoff option expired on 01/26/ I urge [redacted] to contact me directly to further discuss this so we can come up with an arrangement to have her contract paid in full so there is no additional interest charged to her, [redacted] Sincerely, Loan Servicing Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] The telephone number called numerous times was 928-961-I'm sure Verizon has records of the many calls made to this phoneDuring those calls I was accused of being a [redacted] and attempting to avoid collectionsWhen I called to let them know they had the wrong number, the individual responding was rude and insistent I had PRETENDED TO BE [redacted] ***This is insane

On March 24, [redacted] electronically signed a contract with [redacted] per the attached The account was placed with Monterey Financial for loan servicing with the first payment due on 5/01/(Monterey Financial does not own the account)*** [redacted] paid her monthly payments via ACH on time for the first four payments, and then the 9/1/ACH payment was returned as account closed We made multiple attempts via phone, email and mail to contact [redacted] concerning the missing payment Finally on 11/5/we spoke with her and she stated she forgot to call and update us with her new debit card as she changed banks She paid the past due amount and resumed automatic billing from her debit cardOn 2/20/her payment came back declined and we began calling her concerning her past due amount We did not have contact with her prior to attempting to draft her 3/20/payment which also declined [redacted] finally responded to Monterey Financial via email stating that she was having financial hardship and could only afford to pay $per month on the 18th of each month We offered to assist her by allowing her to pay the reduced amount for consecutive months and then resume her regular scheduled amount of $thereafterThe payments went through until the 11/20/payment which was declined We made multiple attempts to contact [redacted] until she finally answered our call on 1/14/ She claimed she was still having financial hardship as her unemployment income was reduced She stated she could not afford more than $per month and hung up on the rep On 2/27/14, we received an email from [redacted] now claiming that [redacted] did not fulfill their portion of the contract She claimed she received phone calls from someone who supposedly did not help her and she feels she should not have to pay anymore We continued to try to contact her to get specific details of what she was not satisfied with as this was the first time in two years that she claimed service issues The defaulted balance was placed with Monterey Collections on 4/18/ We made multiple attempts to contact [redacted] to which our calls were not returned until 2/9/ She claimed she was on disability and could only afford $as a non-use settlement We informed her that the balance in full was due and she requested a copy of the contract We sent her a copy of the e-signed contract and explained that she is legally responsible for the debt as it is a legally acceptable authorization according to the Electronic Signatures in Global and National Commerce Act enacted by Congress in June 30, We explained to her that the contract was completed by her online and that she acknowledged multiple times in the past that she was aware of the debt and that it was hers She is using buyer’s remorse as an excuse for nonpayment Furthermore the attached contract has not been altered as [redacted] claims The document is a pdf version of the online loan application and there is no cell phone number even listed on the application The IP address listed does reference a computer in the [redacted] area; however this does not mean that [redacted] did not complete the information and she even acknowledged in the past she was responsible for the debt [redacted] has not paid any money on the collections account and all payments made prior on the loan servicing account were sent to [redacted] as Monterey did not and does not own the account The account will continue to report as a disputed collection account as buyer’s remorse is not a valid reason to get out of a contract I strongly urge [redacted] to contact our office to set up arrangements to cure the defaulted balance Should you have any further questions, please feel free to contact me Sincerely, [redacted] Collections Manager

In response to the complaint received: [redacted] spoke to our Finance Supervisor on 3-18-(subsequent to this complaint being filed), who explained that her obligation to the [redacted] contract has been satisfied as of 2-10-The balance that is reflecting is the remaining balance on the full term of the lease that [redacted] entered intoSince [redacted] satisfied her early buyout obligation, this remaining balance will be closed, and reflect a $balance by the end of this monthA paid in full letter has been sent in the interim Regards, [redacted] Finance Manager Monterey Financial

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Dear [redacted] ***I am writing this letter in response to Monterey FInancial Services Inc requesting payment of $1,I am requesting that this debt be forgiven I am aware that my initial contract stipulated payment of $for a period of 90-days My last payment was two days late due to illness.I am under strict doctors care for the treatment of Lupus Although I feel fine health wise most of the time, there are times when it comes out of remission At these times the medication taken to stabilize my platelets causes me to be incoherent I have statements from my doctor to validate if needed.I phoned Monterey FInancial Services on January 27, to inform them that payment could be taken Payment was processed on January 28, 2015.Thank you for your assistance in this matter[redacted]

[redacted] account was placed with Monterey Financial Services to act as the 3rd party servicer on 07/25/The amount booked into our office was $10967.56, with an interest rate of 14% [redacted] agreed to payments of $In January [redacted] started paying late and missed several contractual payments January On 11/09/they expressed to our representative that they were experiencing serious financial hardship, their income was reduced and they just loss their house due to a foreclosure In February [redacted] contacted our client Resource Marketing Group expressing they were no longer able to afford the month payment and our client agreed to lower their monthly payment from $to $until their financial situation changed so they did not lose what they had already invested into the contractSince this amount was significantly below the originally agreed payment amount the term of the contract was extended accordingly The interest rate of 14% has not changed from their original agreement and they are certainly not being charged 100% in interest as they claim [redacted] agreed to the lowered payment amount to continue with the services outlined in their contract knowing the impact this would have on the term of the loan [redacted] *** still have a remaining balance due on their contract for the amount of $It would be in [redacted] best interest to increase their monthly payments to at minimum what they contractually agreed to from the beginning of their loan which was $The next payment is due on 02/for $As stated in the complaint the automatic payment has been stopped so [redacted] will need either reactive the automatic payment with our office, mail in future payments or call and schedule payments over the phone with a representative or on our websiteFailure to make future payments on time could result in contractual late fees being applied to their account in addition to potential negative credit reporting Should [redacted] have any further questions they may contact me directly, [redacted] Sincerely, [redacted] Loan Servicing Manager%

In response to your question...We purchased the timeshare originally from [redacted] while vacationing in MazatlánWe came back to the states and a road show representative of [redacted] , met with us in [redacted] and we purchased the upgradeWhen we originally purchased the timeshare the loan was serviced through [redacted] Then when we did the upgrade, [redacted] moved the contract to Monterey ServicingThey are only servicing the loan [redacted] believes it should be paid offThank you

In response to the complaint received: [redacted] entered into a contract with [redacted] for the purchase at [redacted] on 6-28-(copy of contract attached)The contract does contain a Days Same as Cash Option, where the expiration of this option is very clearly outlined as expiring on 9-26- [redacted] has made her contractual monthly payment of $as outlined in the agreement, but did not fulfil the terms of the Same as Cash Option [redacted] did not attempt to reach Monterey regarding a payoff until after the Day expiration date of 9-26-14, outlined in the contract [redacted] would benefit from reviewing the “Prepayment” clause in the attached contract that she agreed to, which outlines the $service charge with prepayment, as well as the rebate computation (Rule of 78) It also very clearly outlines the interest rate on the loanAt this point, since [redacted] did not fulfill the terms of the Days Same as Cash Option, and she is obligated to pay the remaining balance per the terms of the contractWith her recent payment on 10-1-of $116.92, [redacted] is able to still take advantage of an early payoff of $if paid by 10-27-This will save her $in interest I urge [redacted] to contact our office toll-free at [redacted] to make the necessary arrangements to satisfy her obligation to the loan Sincerely [redacted] Manager Monterey Loan Servicing

In response to the rejection received: As stated in the original response to [redacted] 's complaint, [redacted] would benefit from reviewing the "Prepayment" clause of the contract that she voluntarily entered into with [redacted] (again attached)This section clearly outlines the "sum of digits" method (otherwise known as the "Rule of 78ths" for the yearly interest calculation The name comes from the total number of months' interest that is being calculated in a year (the first month is month's interest, whereas the second month contains months' interest, etc.)For a month loan, 12/78s of the finance charge (outlined in the contract) is assessed as the first month’s portion of the finance charge, 11/78s of the finance charge is assessed as the second month’s portion of the finance charge and so on until the 12th month at which time 1/78s of the finance charge is assessed as that month’s portion of the finance As previously pointed out, [redacted] is still able to pay off her account early and earn an interest rebate according to the sum-of-digits method outlined in her contract, since she did not fulfil the terms of the Same as Cash OptionShe is eilgible to pay off her account in the amount of $if paid by 10-27-I urge her to contact our office toll-free at [redacted] to make the necessary arrangements Regards, [redacted] Manager Monterey Loan Servicing

In Response to the complaint received: [redacted] did purchase an insulin pump from [redacted] on 1-28- [redacted] assigned the account to Monterey Financial Services Incon 3-3-to act as the third party loan servicing agent for the term of the loanThe only service fees that have been applied to [redacted] ***’s account since the inception of the loan, are the $monthly service fees, which are outlined in his agreement with [redacted] Since the account was placed with Monterey, we have received notification from [redacted] of the rebates [redacted] mentionsWe were notified of a $credit on 4-5-14, and a $payment made directly to [redacted] on 6-20-14, and a $credit on 8-15-All credits were applied to [redacted] account immediately upon notification from [redacted] None of these credits were assessed any additional fees The payment application of [redacted] account does apply any excess payment toward future service feesAll future paid service fees been adjusted towards [redacted] balance at this point, and he currently has a balance of $to pay the account in full, if paid this monthPer Mr ***’s contract, he will be responsible for any additional monthly service fees for any future month, where a balance remainsIt should also be pointed out, that this contract bears no interest, and at no point in time has a representative of Monterey informed [redacted] that any interest was deferredMr [redacted] may reach the department supervisor, [redacted] *** to discuss further Sincerely, [redacted] Manager Monterey Loan Servicing

On 10/28/*** *** signed a retail installment contract for financing furniture through *** ***The contract was placed with Monterey Financial to act as a 3rd party servicer for the term of the contract*** *** contacted our office on 10/29/and authorized Monterey Financial to debit her checking account on 12/01, 01/and 01/for the amount of $for each payment to satisfy day Early Payoff Option, offered the section labeled DAY PAYOFF OPTION on the attached contractAs stated within the DAY EARLY PAYOFF OPTION section of the contract and as disclosed over the phone the early payoff option is valid as long as all payments are made on time with no payments returning unpaid for any reason *** *** called Monterey Financial on 11/25/and 01/12/to confirm the arrangements she had previously set up with our office
*** *** contacted Monterey Financial on 01/advising that she has not made a deposit for the final payment to be taken outOur representative advised *** *** that the payment was already submitted to the bank on 01/26/and she would need to discuss with her bank to see if they were going honor it
*** *** contacted our office after speaking with her bank and advised us that bank would not be honoring the payment and that it would be returned due to insufficient funds. Based on the terms of her agreement and as discussed with *** *** multiple times the returned payment voided the day early payment option*** *** does still have the early payment option listed in the PREPAYMENT section of the contract that would see her save over $worth of finance charges if she paid her account in full todayAfter reviewing the call recordings of conversation between *** *** and our office I was able to confirm that *** *** was never denied to speak with a Supervisor as claimed in her complaint
*** *** was not advised that she would be required to pay out the full term of her contract with all interest on the contract or that she would be charged another $to pay in full her contract as she claimsOur representative advised *** *** to contact Monterey Financial once her bank has returned the payment to get an accurate payoff as it still showed paid in our system.
*** ***’s payment for 02/01/was returned from her bank due to a stop payment being placed on the accountI encourage *** *** to contact our office to discuss the discounted payoff mentioned aboveThe next payment on the account is due on 03/01/and per the terms of the agreement is scheduled to draft automatically from *** ***’s account
Should *** *** have any further questions she may contact me directly, ***
Sincerely,
*** ***
Loan Servicing Manager

In response to the complaint received:
*** *** entered into a lease agreement with *** *** for the purchase of a puppy from *** *** on 1-4-15, which was assigned to Monterey Financial ServicesThe Lease terms are clearly outlined in the Lease Agreement (which has been
attached for review) which was initialed, as well as signed by *** ***The early termination, and early buyout stipulations are also clearly outlined in the same lease agreementI suggest that *** *** review her lease agreement, as she will be entitled to execute an Early Purchase per the terms set forth in the agreement she entered into on 1-4-She may contact Monterey Financial toll free at *** to make the necessary arrangements
Sincerely
*** ***
Finance Manager
Monterey Financial Services

All of our calls are recorded at Monterey. I tried searching for the return call made on
10/28/by Dr*** to our corporate number however since we are three
separate call centers, there are hundreds of calls made on that day. I was unable to locate a call from
###-###-#### on that day to be able to listen to the call recording to identify
the individual and address the issue. I
want to have the call reviewed and address it if there is a training
issue. If the individual did in fact
behave rudely, I will provide Dr*** with an apology letter, however I
need to be able to identify who called Dr*** to direct the complaint to
the appropriate department and have it addressed with the individual
involved. If Dr*** can provide me with the phone
number that she called in from, I will be able to search that number on
10/28/and locate the call to listen to it.
Again, it is possible that the number was deleted and if this is the
case Dr*** will not be receiving any further calls. However in order to ensure this I need to
confirm the number we called was in fact made to ###-###-#### and try to locate
the account to remove it completely.
Monterey takes customer service seriously as indicated by our A+ Revdex.com
rating and wants to resolve this matter in a timely manner, however we need to
be able to research it and require the above information to do so
Sincerely,
*** ** ***
Collections Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Im glad all calls are recordedAnd we can see why I was agitatedThe call can be reviewed and see the sarcasm displayed by both parties and the sarcasm stating they have a a + rating so there for they don't have to provide customer serviceAnd let's also address your employee sending an email to me for collections which I never authorizedAnd in the recoding u stated that there was a settlement but then asked for the balance in full sarcastically Harassment is defined by the consumer.]
Regards,
*** ***

*** *** placed an account with Monterey Loan
Servicing on 10/21/for *** *** as the responsible party for the
purchase of an insulin pump. After
insurance paid their portion, the remaining balance was set up on monthly
payments to be paid on the 16th of
each month in the amount of
$50.34. *** *** stopped making
the payments after 4/22/and the defaulted balance was placed with Monterey
Collections on 11/21/11. We made
multiple phone calls from 12/1/until 1/26/before *** *** called
our office. She called in on 1/27/and
stated she needed to get a new pump for ***We informed her we could not
release a hold until the balance in full was paid. She stated her husband had left years ago and
was supposed to have paid for the pump.
We informed her she needed to try to borrow the money to pay the
collection balance prior to releasing the hold.
She stated she would obtain the pump from somewhere else.
We attempted to follow up with her multiple times after
1/27/and she finally returned our call on 4/6/15. She stated she needed a new pump for her son
and requested we release the hold. She spoke with a collections representative
who informed her that the balance in full needed to be paid in full to provide
a permanent release. She requested to speak with the supervisor and
the call was transferred to me. I
informed her that our policy states the balance in full has to be paid before
we will provide *** with a release of the hold. I suggested she needed to try to come up with
the money by borrowing from friends or family, taking out a second job, or make
monthly payments until the balance was paid.
She refused to listen and claimed she could not afford to make any
payment whatsoever.I empathized with her
situation, however I informed her I could not waive the $balance and
until it was paid we could not inform ***s that the account was paid in
full and in turn release the hold placed on the account. We attempted to contact her again and she
returned our call on 4/30/15. She stated
she could not afford to pay anything and would figure out a way to get a new
pump for her son. She stated she was not
responsible for the balance and would not pay for it.
Unfortunately *** *** is apparently out of the
country and we are not able to reach him to collect the balance due on the
account. Since there is a defaulted
balance open in Collections with *** as the minor, we cannot provide
*** with a release as our agreement with ***s is that an account
must be paid in full to provide a permanent release which we explained to *** ***. We informed her if she
were to make payments we could provide a temporary release, however she refused
to do so. The debt is not in her name
and she cannot expect us to release a hold when there is a defaulted balance
still due. If *** *** wants a
new pump through ***s for her son, I strongly encourage her to find a way
to pay the defaulted balance so we can release the hold. Should you have any further questions, please
feel free to contact me
Sincerely,
*** ** ***
Collections Manager

In response to the rejection received:
*** *** executed an electronic signature for the contract already attachedThis is clearly outlined in section sixteen of the Lease Agreement:
ELECTRONIC RECORDS AND CONVERSION: You agree to use electronic records and electronic signatures to document this LeaseYour electronicsignatures on electronic records will have the same effect as signatures on paper documentsWe will designate one authoritative copy of this LeaseTheauthoritative copy will be the electronic copy in a document management system we designate for storing authoritative copiesWe may convert anauthoritative copy to a paper originalWe will do so by printing one paper copy marked “Original.” This paper original will have your electronic signatureon itIt will have the same effect as if you had signed it originally on paper
I suggest *** *** review the documents again
*** ***'s claims now that this is a fraudulent contract is also grossly inconsistent with the activity on her account since inception*** *** made consecutive, voluntary payments February through May of 2015, and even contacted Monterey Financial on 4-10-to inquire as to her buyout amount
*** ***'s valid contract is currently in good standing, with her next scheduled payment due on 6-10-I urge her to contact Monterey toll free at *** if she still has questions related to her lease terms
Sincerely,
*** ***
Finance Manager
Monterey Financial Services