Ohio Executive Mortgage Company

I am sorry *** *** feels as though his credit was obtained under pretenses. Holman has been in business for over years and our name and reputation mean a great deal to usWhen *** brother in law mentioned his credit had some challenges, and that he had a co signor, we
did not question his request and waited for the second application to arrive and submitted it to the lending institution. *** mentioned Holman policy regarding out of state co signors. Holman does not have a policy regarding consignors as we are not the ones approving or declining credit. When the applications are submitted through our website we check for accuracy and forward to the appropriate lender for either approval or denial. The reason for a denial will then be communicated from the lender to both applicants listed. I do not see any reference from the lender regarding out of state. The declination reason listed is “previous credit performance.” I have seen banks approve and deny consignors from out of state. That typically depends on the structure of the application and both individuals credit historyAll we were ever trying to do was help ***s’ brother in law acquire transportation. We cannot determine whether the lender will accept or deny any applicant. Each situation with the lender is reviewed based on the parameters provided and every situation is unique. We merely provided the applications that were completed electronically on our website, with all the authorizations from both parties involved, and submitted that to the lenders for final determination. Hoping for the best for all parties involved. Unfortunately the lender declined the application and we were not able to consummate the deal. There were never any statements but possibly some false/high hopes that were denied by the lender. I am not privy to what was communicated from his brother in law to him, and cannot speak about the content of that message. If *** has any questions I am happy to speak with him directly. The law requires we retain certain pieces of information for credit applications and we need to adhere to those requirements. This would not allow us to remove him from the system as noted in his complaint. Again I am happy to discuss things further if questions still remain. Thank you

I would like to let our client know I am sorry for the reference that we were doing her a favor after our repair had a malfunction related to a bolt we installed. Similarly, we could have been better at keeping her informed of the progress regarding the repair attempts to her driveway and
garage. The situation was unfortunate and the fact that the part installed malfunctioned does not make it easier for our client to accept, and I fully understand. I do feel as though we as a company showed empathy for the error/situation and tried to do everything we could to make her driveway and garage right. Sending a vendor to treat and power wash the area not once but two times. Then when it was not to the clients satisfaction, we offered, and did paint her garage floor (picture attached). I feel this shows that we value our clients and realize they are the life blood of our business. I know the outcome is not exactly what she wanted. I do think it shows we take ownership of situations and try, try and try again to make things right. No one is infallible, and I hope she realizes we did put a lot of time effort and concern into attempting to rectify her situation. I would also like to offer her a complimentary/free detail upon her next visit or at a time that is convenient for her.p.sif you are in the store please ask for me so I can have a chance to meet and speak with you in person. I called and left you a voicemail message as well.Sincerely,Brad B***V.P./General Manager

Holman Infiniti [redacted]
* 8/4/2017   To whom it may concern –   In response to complaint ID [redacted] submitted on 8/3/2017, Holman Infiniti has provided our customer with the proper refund within the set amount of time according to...

the cancellation paperwork. We at Holman Infiniti pride ourselves in providing exceptional service for our family of customers.   On 8/22/2014 the client purchased a certified 2012 Infiniti G37X sedan. The client receives the balance of the factory warranty as well as an additional two years of a limited certified warranty. The Infiniti factory warranty provides full coverage for four years. The client’s balance of the factory warranty was until 8/20/2016. The limited certified warranty then goes in to effect and would continue until 8/20/2018. This limited certified warranty covers 354 components less than the full coverage.   At the time of purchase, the customer was offered a service contract through Infiniti that would convert their limited coverage back to full factory coverage and provide an additional year of full factory coverage. This option would take the full coverage to 8/20/2019. The customer purchased this plan and from 8/20/2016 until the date it was cancelled enjoyed uninterrupted full factory coverage.   The customer contacted our dealership to cancel their Infiniti Extended Services North America service contract. Because the service contract was providing coverage, a pro-rated refund is provided. Our accounting department cancelled the service contract through Infiniti Extended Services North America and provided a pro-rated refund of $449.38. Page 8 of the service contract through [redacted] states that a full refund will only be provided if the cancellation is completed within 60 days of its effective date. After the 60 days, the refund will be calculated based on the greater of time in force or the mileage driven compared to the total time or mileage of the client’s term.   The refund was delivered to our client’s address via [redacted] on 8/3/2017. The client asked we resend the check and we resent via [redacted] and it was re-delivered on 8/9/17.  The cancellation paperwork states that the processing can take up to thirty days. We at Holman Infiniti completed our clients request in almost half the time that is provided by Infiniti Extended Services North America. We apologize to our client for any delayed communication and believe this issue is now resolved.