Roosevelt Law Center

THE BEST DECISION WE EVER MADE ...THE ROOSEVELT LAW CENTER AND THE HOMEOWNER'S PROTECTION ALLIANCE
In by partner and I were both told that there was a strong possibility that our jobs were going to be eliminatedHaving both recently changing jobs, we knew that our severance would be minimal and that we might have to tap into our saving to keep our home and family afloat We made a decision to looking into owning a business that might after a reasonable time but us on steady ground and fuel our retirement in a different We purchased a franchise through a government program that let us use our 401K funds for a one time investment into a business without penalty
The first several years of the business required our using saving to pay our mortgage, and household expenses We tried to get a SBA loan but with credit still frozen, no one would loan new business owners credit So we continued to use our own funds There was consolidation in the industry and what was suppose to be our bread and butter accounts were gobbled up my multi-million dollar print organizations and it quickly faded While there were some good months, there were more that we had to continue to pour money into the business until there were no funds left We were backed up on our mortgage, the rent for our studio and struggled to make ends meet We sold the business in for a severe loss leaving us without a penny
We were not able to pay our mortgage for more than years and were in foreclosure We both got part-time jobs just to stay afloatWe pleaded with the bank to assist us after hearing about all of the government program for people in similar situations After endless requests for documentation, at time the same documentation and times it seemed like an endless battle and we were prepared to be homeless Mortgage companies will tell you not to pay anyone to assist you but after eighteen years of paying your mortgage on time they were less than helpful and after repeated call with no return call we began to seek another solution
One day a flyer came in the mail for the Homeown’s Protection Alliance a not-for profit organization I call and spoke with MrJim W and ReemaThey quickly came to our aid and got on the phone with myself and the mortgage company to start the processThey were empathetic, versed in their craft and connected us with the Roosevelt Law Center
The Roosevelt Law Center stepped in and begin speaking with the bank Their responsiveness, stellar customer service and expertise was evident from the first conversation They explained to us ever step of the way what was going MsLynette T who was assigned to out account in our opinion was on top of the game, professional, and assured us that we would be through what was one of the most terrifying experiences in our life Still having to submit reams of documentation to the bank, the Roosevelt Law Center was on top of every detailWe even got a call when were faxed or e-mailed information in to tell us that it had been received and uploaded to they system and forwarded to the mortgage company
We worked with the Roosevelt Law Center and Lynette T for almost a year when one day we got a call that our mortgage modification had been approved and that we would be placed into a trial period
Several days before we heard that the modification was approved and would be put in a trial periodI came home from my part-time jobs to see a foreclosure notice taped to our front door One of the most embarrassing moments of our lives We sat down with a sinking put in our stomachs trying to figure our is we foreclose and have to move who are we going to handle years of belonging – a home full with a monthI promptly called Lynette who assured me that the bank was only protecting their interest but the foreclose was on hold because our case was in review After my personal dealings with the bank we had lost all trust that our modification would come through
The day finally cameA call from Lynette T that our modification had been approved and we were out of foreclosure Our mortgage went from a 6.5% fixed to a 2% fixed mortgage and our monthly payment went from $2,a month to $1,a month; a saving of $per month
If you are in foreclosure and are being given the run around by the big banks and feel like have nowhere to turn…call the Roosevelt Law Center and the Homeowner’s Protection Alliance….They have they truly care and will step to your aide

I have to say I am very pleased with Roosevelt Law Center and the work they did to get my home home modified I have nothing but good things to say about Roosevelt Law Center I had paid out several thousands of dollars to another attorney with No positive results.Roosevelt Law Center was totally different they are Still working with me through my trial mod period I can not thank them enough for their hard work and dedication to my case.

Roosevelt Law Center[redacted]
[redacted]February 26, 2015
 
Revdex.com[redacted]San Diego, CA 92123
Dear Ms. [redacted]:
RE: Case # [redacted]
Thank you for notifying us of...

ID#[redacted] concerns. We take our customer service, review process, and compliance very seriously.Our staff has worked diligently to ensure that we do not have a single unsatisfied client, much less a complaint on any level.Please see the brief synopsis below for Case ID#[redacted]:
Client contacted us in June of 2014, and at that time they were delinquent on their mortgage, and foreclosure proceedings had alreadybegun. We began an immediate review oftheir case, contacted our associate attorney, and conducted a joint conference call with theclients and their mortgage company ([redacted]). During the conference call, the clients were made aware that they were eligibleto apply for homeowner's assistance through [redacted] or bring their account current. After the conference call the clients decided theywould rather have our office represent them instead of dealing with their lender directly.
File was submitted to [redacted] and follow-up subsequent documents were sent to [redacted] as well as regular inbound/outbound calls(conversation log can be provided to substantiate statement). Client was contacted every 7-10 days with an update telephonicallyand/or via email (conversation log can be provided to substantiate statement).
File was approved for a [redacted] Trial Modification on 11113/2014 (please see exhibit A) and the client was informed of the approvaltelephonically and via email and given detailed instructions on how to comply with their Lender's modification program. Client was.informed that during the Trial period our office would not be providing regular updates every 7-10 days because there would be noupdates from [redacted] since they were approved for the trial modification. The clients were informed that they would be responsible toprovide our office with evidence via fax or email that the monthly prerequisite trial payments had been made.
Our office received the permanent modification documents (please see exhibit B) from [redacted] on 02/05/2015 and Fedex'd the originalcopy to the clients. We also contacted the clients and went over the terms of their final modification approval. The client's previouspayment was $1,596.00 and the modified payment is $1,482.70 (the new modified payment includes their delinquent payments,escrow, foreclosure attorney fees, and other lender fees). The client was informed that any modification to their loan is based on theirmortgage servicing/investor guidelines. The client was disappointed that their mortgage company did not reduce their payment evenlower. The client was informed that they have the option to appeal the permanent modification or accept the terms. The client decidedto accept the terms of the modification and returned the notarized copy to [redacted].
Our firm provided a successful result within a reasonable time-frame and serviced the homeowner from foreclosure to their currentpermanent modification standing. Final note, we have already spoken with Ms. [redacted] as of 02/27/2015. We resolved her concerns andcontinue to assist her.
I encourage you to contact me with any further questions or concerns.
[redacted]Compliance ManagerRoosevelt Law Center PCOffice: [redacted]

I just finished speaking with our past consumer on the phone. He was very cordial, pleasant and a pleasure to speak with. He explained his side of the matter and his needs, and I explained our law firm's side and we are working to come to a full understanding and pleasant agreement. We are also setting measures into place so such miscommunication does not happen again. Mr........... agrees with me that the issue on his case was not our fault, however the poor handling of his file by the mortgage company. That being said, my customer care department will ensure this matter and case are satisfied with class and ethical means. Thank you
[redacted]
Compliance Manager
Roosevelt Law Center PC

Dear Ms. [redacted],Attached you will find the response from our Firm to Complaint ID# [redacted] Thank you for all of your time and Consideration Kind Regards, [redacted] Roosevelt law Center 1120 Sycamore Avenue Suite 2FVista, CA 92081Revdex.com 4747 Viewridge Ave #200San Diego, CA 92123 – 1688 Dear [redacted], RE: Case # [redacted] Thank you for notifying our firm of Customer ID# [redacted]’s reply to our message, we sincerely appreciate the opportunity to respond. As mentioned earlier our firm takes its customer service and customer satisfaction very seriously and we will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure her satisfaction. Our Compliance department has prepared the detailed activity notes from the time the file was opened until the close out of the file, and will send it to the client via priority mail, for Client’s review and assessment. Client will be able to assess that our team members were discussing and negotiating with Lender to resubmit her file, despite the fact that Lender had previously denied her file, and the negotiations were in fact progressing. We had advised Client of our resubmission submitted on June 12th, 2015, and the file was under initial review when Client decided to short sale her property. I encourage and welcome you to contact me with any further questions and concerns, and I thank you for all your time and consideration. Kind Regards, [redacted]Compliance ManagerRoosevelt Law Center

We would like to first thank you for taking the time and bringing this client’s complaint to our attention. We appreciate the opportunity to respond to these allegations, and would like to further clarify as to any misunderstandings this client may have as to our work on her file. Second, I...

would like to address how important customer service and customer satisfaction is to our firm. Our team members have and will continue to work diligently to ensure we provide the best service to our clients, and we will continue to work hard to resolve this issue with client ID [redacted], (Client).   At this time we have completed a detailed package of our comprehensive work on Client’s file for Client’s own review and assessment, and have sent it out to her, via U.S Mail. Client has been made aware of this and she should receive the documentation within the next few days.  These documents will clarify for Client of our activities on her file from the moment she contacted our firm, to the time she requested the close-out of her file. Furthermore, we would like to state that our Compliance department has been in contact with the Client regarding her concerns on a daily regiment from the moment she made us aware of her concerns.  We have documentation of the various emails and phone calls made to her as to these issues and were surprised to hear about Client’s allegations that we have not responded to her complaints.  Furthermore, our detailed activity notes will in fact provide further proof that we have consistently been in contact with the Client via email and phone calls from the moment she contacted our firm, and she has been made aware of all the details on her file on a weekly basis. It is important to note that our team members stress to every potential client the importance of providing us with truthful and honest information, and to not withhold or misinform our firm in regards to matters relating to their cases.  In fact every client signs and initials an agreement with our firm to provide us with truthful and correct information. Here, Client did not inform us of pertinent information regarding her property and the details of her previous modifications. We will continue our efforts to communicate with Client as to this matter.  We encourage and welcome you to contact my department with any further questions and concerns, and we thank you for all your time and consideration.  Regards,  [redacted]Compliance DepartmentRoosevelt Law Center PCDirect:       855-752-1299[redacted]

Dear Ms. [redacted]Attached is the response from our firm to this complaint. Our compliance department has also made attempts this week to contact this consumer, and will continue to do so to resolve this matter.I have also CC'd one of our compliance attorneys to the email so it will be archived...

and followed up with further more. As always, we appreciate you notifying us of these matters ahead of time.Kind Regards,[redacted]Compliance ManagerThank you for bringing this client’s complaint to our attention, we sincerely appreciate the opportunity to respond. Our Firm prides itself in our excellent customer service. Therefore, we have and will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure she is aware of the tremendous effort our firm made to assist her, and the numerous attempts we have made to contact her in regards to all of her concerns. We sincerely believe this is a case of miscommunication between the consumer, the lender and our firm, and will continue to work hard to resolve the issue at hand. The above referenced Client first contacted our firm in December 2014. Our review department exhausted all considerable solutions before accepting the case. Our staff members worked attentively and diligently, interacting with the Lender and the Client to deliver the best result possible for Client. It is important to note that our firm made numerous attempts through the first half of 2015 to collect all the required documentation from the client, and was on several occasions promised by the client that the documents would be provided. Our firm did not neglect nor close the clients case, in fact we did the opposite and ensured we went above expectations to contact the client and continue to request important income documentation to complete her submission for modification.It is also important to note that after our team members had been working on Client’s case for over six months and while the re-submitted files were being reviewed by the lender and negotiations were taking place, Client suddenly advised our firm that she had been in contact with another third party and wanted to transfer her case to the said third party, and no longer required our services. We honored her request in a timely manner and have been in contact with Client via phone and email ever since, and are caught by surprise by the complaint.Below is a list of the times Client was contacted by our firm via phone and email after her decision to enroll with another 3rd party organization, in regards to the above referenced Issue: October 9th, 2015, October 8th, 2015, September 23rd, 2015 , September 4th, 2015 , August 21st, 2015, August 12th, 2015, July 22nd, 2015, July 6th, 2015, July 1st, 2015, June 25th, 2015 , June 18th, 2015, June 12th, 2015.I encourage and welcome you to contact me with any further questions and concerns, and I thank you for your time.[redacted]Compliance ManagerRoosevelt Law Center PC

I had a very positive experience with this law firm in modifying my mortgage loan even when it looks like it was impossible. I will definitely recommend Roosevelt Law Office to my friends and anyone in my same position. Their staff, especially Mr. William K was very patient and has tremendous experience in what he ended up accomplishing. I am very thankful and grateful for having a roof over my head, and, being able to provide a roof over my children's head. Thank you Roosevelt Law Firm!!!

Dear Ms. [redacted],
Attached you will find the response from our Firm to Complaint ID# [redacted] Thank you for all of your time and Consideration 
Kind Regards, 
[redacted] 
Roosevelt law Center 1120 Sycamore Avenue Suite 2FVista, CA 92081Revdex.com 4747 Viewridge Ave #200San Diego, CA 92123 – 1688 Dear [redacted], RE: Case # [redacted] Thank you for notifying our firm of Customer ID# [redacted]’s reply to our message, we sincerely appreciate the opportunity to respond. As mentioned earlier our firm takes its customer service and customer satisfaction very seriously and we will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure her satisfaction. Our Compliance department has prepared the detailed activity notes from the time the file was opened until the close out of the file, and will send it to the client via priority mail, for Client’s review and assessment. Client will be able to assess that our team members were discussing and negotiating with Lender to resubmit her file, despite the fact that Lender had previously denied her file, and the negotiations were in fact progressing. We had advised Client of our resubmission submitted on June 12th, 2015, and the file was under initial review when Client decided to short sale her property. I encourage and welcome you to contact me with any further questions and concerns, and I thank you for all your time and consideration. Kind Regards, [redacted]Compliance ManagerRoosevelt Law Center

Dear [redacted]
RE: Case # [redacted]
 
   Thank you for notifying our firm of Customer ID# [redacted]’s reply to our message, we appreciate the opportunity to respond and further investigate this matter.  Here at RLC we take our customer service and satisfaction very seriously and our goal is to leave every Client happy and satisfied with our services.  We will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure she is aware of all the time and effort we have spent on her file in order to keep her property from facing foreclosure.
   Our Compliance department has prepared and sent to the Client, during the previous week, the detailed activity notes from the time the file was opened until the close out of the file. Client had been made aware of the fact that the preparation of this file will take up to 1-2 weeks. A USPS tracking number will be emailed to Client in order to ensure she is aware of the delivery status of this package.  Once Client receives this package she will be able to assess and review the hours we have spent on her file and that our team members were discussing and negotiating with Lender to resubmit her file, despite the fact that Lender had previously denied her file.  Also, Client was made aware that we are willing to appeal the Lender’s decision as to the appraisal value of her house and negotiate further with the Lender on her behalf, however, Client made decision to short sale her property and revoke our services.  
   I encourage and welcome you to contact me with any further questions and concerns, and I thank you for all your time and consideration.
          
Kind Regards,
[redacted]
Compliance Manager
Roosevelt Law Center

Dear [redacted] RE: Case # [redacted] Thank you for bringing this client’s complaint to our attention, we sincerely appreciate the opportunity to respond.  Here, at Roosevelt Law Center we pride ourselves in taking our customer service, customer satisfaction, review process, and...

compliance very seriously, and it is of utmost importance to us that our clients our satisfied with the work and services we provide to them.  Our team members have and will continue to work diligently and zealously to ensure that we do not have a single unsatisfied client, much less a complaint on any level. Therefore, we have and will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure her satisfaction.   Here, the above-mentioned Client first contacted our firm in April, of 2015. This was a very complex file our firm was working on since the property was an investment non-owner occupied property, where the owner of the property was and is still unavailable, and out of the courts jurisdiction.  Client had full power of attorney on all matters, however, this caused us to face many delays and difficulties with the Lender.  We have attentively been working on Client’s file during the last year, and Client is aware that we had been discussing an appeal of the Lender’s denial decision with the Lender and the Client herself, and were in the process of sending the appeal letter to the Lender. However, Client requested the termination of our services before the appeal was filed. We are very understanding towards Client’s concerns, and we will contact Client again in order to ensure her satisfaction and come to a settlement that is favorable both to Client and the staff members that have worked very hard on this case for over a year.        I encourage and welcome you to contact me with any further questions and concerns, and I thank you for all your time and consideration.                    Kind regards,  [redacted]  Compliance Manager

Roosevelt law center was a big help to me and my family along with [redacted]. I would recommend Roosevelt to anybody..

Dear [redacted]RE: Case # [redacted]     Thank you for notifying our firm of Customer ID# [redacted]’s reply to our message, we appreciate the opportunity to respond and further investigate this matter.  Here at RLC we take our customer service and satisfaction very seriously and our goal is to leave every Client happy and satisfied with our services.  We will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure she is aware of all the time and effort we have spent on her file in order to keep her property from facing foreclosure.   Our Compliance department has prepared and sent to the Client, during the previous week, the detailed activity notes from the time the file was opened until the close out of the file. Client had been made aware of the fact that the preparation of this file will take up to 1-2 weeks. A USPS tracking number will be emailed to Client in order to ensure she is aware of the delivery status of this package.  Once Client receives this package she will be able to assess and review the hours we have spent on her file and that our team members were discussing and negotiating with Lender to resubmit her file, despite the fact that Lender had previously denied her file.  Also, Client was made aware that we are willing to appeal the Lender’s decision as to the appraisal value of her house and negotiate further with the Lender on her behalf, however, Client made decision to short sale her property and revoke our services.     I encourage and welcome you to contact me with any further questions and concerns, and I thank you for all your time and consideration.          Kind Regards, [redacted]Compliance ManagerRoosevelt Law Center

Hello my name is [redacted] and I would like to take a few mins. to express my Expearance with The Roosevelt Law Center .. They were very helpful in every way in my extremely difficult situation In facing losing my home.. Thanks to Roosevelt I was abel to stay / save my house .. I could not have done it with out there help . I would highly recamend there services to anyone needing help such as myself . Thank you again Roosevelt Law Center..

This complaint is incorrect. This consumer was provided a refund, which they received and confirmed receipt of in the email below.
Furthermore, the check issued to the consumer was cashed on Monday 01/04/2016. 
Below...

is a copy of the email from the consumer to our department. Note that this is a duplicate complaint from the same consumer, that we have already responded and resolved.
 
-----Original Message-----
From: [redacted], [redacted] [mailto:[redacted].[redacted].com]
Sent: Sunday, January 3, 2016 4:27 PM
To: [redacted]@rooseveltlawcenterpc.com
Subject: RE: Refund Check mail confirmation
Mr [redacted], this email to let you know that I have
finally received the check. Thank you for your kind attention to my request.
________________________________

Dear Ms. [redacted],Attached you will find the response from our Firm to Complaint ID# [redacted].  Our compliance department will continue to contact this consumer in order to further resolve this matter. I have also CC'd one of our compliance attorneys to this email in order to ensure that...

this matter is resolved and settled as soon as possible.  As always, we appreciate all of your time and consideration for bringing this matter to our attention.  Kind Regards,[redacted]Compliance ManagerThank you for taking the time and bringing this client’s complaint to our attention, we truly appreciate the opportunity to respond. Customer service and satisfaction is absolutely essential to the ethos of our firm, and our team members have and will continue to work diligently to ensure that we provide the best service to our clients. We will continue to work hard to resolve this issue with Client ID [redacted], (Client), in order to ensure that they are aware of the tremendous efforts our team members have made to assist them. The above referenced Client first contacted our firm in January of 2015. It is important to note that our team members stress to every potential client the importance of providing us with truthful and honest information, and to not withhold or misinform our firm in regards to matters relating to their cases. It is important our firm is provided with accurate information in order for our firm to bring fort the best possible results for clients. In fact every client signs and initials an agreement with our firm to provide us with truthful and correct information. Here, Client agreed and signed the above-mentioned terms in their retainer agreement with our firm, however, when Client was first retained by our firm they disclosed to us that he had not previously been offered a modification by the Lender, when in fact the Client was offered a modification in January of 2014 that they did not honor. Due to this past default on a modification, the Lender would not accept our repeated efforts and attempts to resolve the matter. The lender provided our firm with exact dates and tracking shipment details in regards to the offer and delivery of the modification to the client in January of 2014. This evidence was provided by the lender after our staff had put in months of hard work and effort in order to resolve this case for Client. Despite the fact that Client has breached the terms of their agreement with us, we have continually spoken to Client in order to honor their requests and reach a favorable settlement to all parties, and will continue to do so. We have provided honest, ethical and daily customer service to this consumer. I encourage and welcome you to contact me with any further questions and concerns, and I thank you for your time. Kind Regards, [redacted]Compliance ManagerRoosevelt Law Center

I was referred to Roosevelt Law by my neighbor. I was behind 16 months with my mortgage Wells Fargo and my house was for foreclosure due to the divorce I had. I hired Roosevelt to assist me with my mortgage regarding this matter. I spoke to a lot of employees from Roosevelt but the main ones that I remember were Nancy, William, Lisa and Jason who assisted me and after 4 and half months I got a package to my house. I forwarded the package to Roosevelt and got a phone call from them saying that I was approved for a modification. My main purpose to hire this firm was to be able to start fresh with my mortgage. not only they settled the money that I owed to wells fargo, they also saved me 126 dollars a month towards my payments. I would like to thank everyone who assisted me regarding this matter and god bless you guys.

We are very satisfied with Roosevelt law and the high standard of service we received during our hardship. We thought there was no hope and we were afraid we were going to lose our home. James W and William K were so wonderful and we could not have asked for better people. Thank you so much Roosevelt law for your help we are confident we are back on track to keeping our home THANK YOU SO MUCH AND GOD BLESS !
All our sincere thanks, [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.
[
 
My complaint lies in the fact that primarily,
over 2 weeks ago (March 28th via email and first class certified mail
received by [redacted] on March 31) I had requested Mr. [redacted] (the
attorney on my file) to please promptly
remove himself from my file with my lender so that I may speak to my lender on
my own behalf and he did not remove himself until the afternoon of April 12th
(one week after the date to respond to a summons for foreclosure, which he was
aware of).  Now that I have communication with my lender, I am
told Mr. [redacted] could have easily
faxed in a simple letter stating his removal from my file
the same day my request was received by him.  [redacted]
Law Center PC has to this date not sent me any documents regarding
a loan modification denial (requested initially on March 14th)
AND to this date, my file as requested by me 3 weeks ago.  After some
research, in the state of Oregon, Mr. [redacted] and [redacted] Law Center PC
are NOT LICENSED
to practice law or represent me in my state of residency.  Yet, he and his
law center farm my state for trusting people such as myself.  I
have paid over $3500 for his services and my complaint is not just of
the money that I paid to receive a service he legally cannot provide me
(which I would like my funds returned to me), but of ETHICS itself.  He
and his staff were aware that I must respond to a summons yet stopped
communicating with me when I have multiple times stated I cannot be reached by
phone and to please contact me via email.  On March 16, I directly
requested via email to be advised if
a response to the summons for foreclosure will be filed on my behalf. I
received a response via email from [redacted] that I was not being
represented yet my lender states I cannot communicate with my lender due to
[redacted]'s representation of me on file with my lender.  On March 24, I
requested that [redacted] should file a response as my acting representative on
file with my lender and I was not responded to since that time via email,
phone, fax or any other way until I emailed [redacted] requesting him a second time on
April 7 to please remove himself from my file with my lender.  My response
received from Mr. [redacted] was lesser than professional when clearly what I was
asking for was responded to as if he didn't know what I was asking for and
then waited another
4 days after my communication to
him to execute a letter knowing that my home where my
family and I have resided for 10+ years is at stake.  Mr. [redacted]
leaves valuable truths out when he states that [redacted] was waiting for a
response from the lender when actually in my recent contact with the lender,
the lender in fact was waiting for a response from [redacted] with
documents that I could have sent in if I was notified by [redacted] in mid-March
to do so.  When I stated I needed all my contact to be via email,
the email contact made to me by [redacted] was solely
requesting phone time with me and no documents were being requested of me
by [redacted] which I find now that the lender needs and these
documents could stop the foreclosure proceedings.  Also, the events on the
4th and 5th of January, if so the lender made the mistake, why didn't [redacted]
correctly and effectively vet the information before passing it on to me? So,
to correct the response from Mr. [redacted], my termination of services besides
the obvious lack of licensing in Oregon is the failure of diligence in
representation of my behalf, a paying client for services that as stated
on their website is supposed to carry compassion to keep homeowners in their
homes.  I do still seek a full refund and
await proper acknowledgement of such.]
Regards,
[redacted]

We would like to first thank you for taking the time and bringing this client’s complaint to our attention. We appreciate the opportunity to respond to these...

allegations, and would like to further clarify as to any misunderstandings this client may have as to our work on her file. Second, I would like to address how important customer service and customer satisfaction is to our firm. Our team members have and will continue to work diligently to ensure we provide the best service to our clients, and we will continue to work hard to resolve this issue with client ID [redacted], (Client). 
  At this time we have completed a detailed package of our comprehensive work on Client’s file for Client’s own review and assessment, and have sent it out to her, via U.S Mail. Client has been made aware of this and she should receive the documentation within the next few days.  These documents will clarify for Client of our activities on her file from the moment she contacted our firm, to the time she requested the close-out of her file. Furthermore, we would like to state that our Compliance department has been in contact with the Client regarding her concerns on a daily regiment from the moment she made us aware of her concerns.  We have documentation of the various emails and phone calls made to her as to these issues and were surprised to hear about Client’s allegations that we have not responded to her complaints.  Furthermore, our detailed activity notes will in fact provide further proof that we have consistently been in contact with the Client via email and phone calls from the moment she contacted our firm, and she has been made aware of all the details on her file on a weekly basis.
It is important to note that our team members stress to every potential client the importance of providing us with truthful and honest information, and to not withhold or misinform our firm in regards to matters relating to their cases.  In fact every client signs and initials an agreement with our firm to provide us with truthful and correct information. Here, Client did not inform us of pertinent information regarding her property and the details of her previous modifications.
We will continue our efforts to communicate with Client as to this matter.  We encourage and welcome you to contact my department with any further questions and concerns, and we thank you for all your time and consideration.
 
 
Regards,
 
[redacted]
Compliance Department
Roosevelt Law Center PC
Direct:       855-752-1299
[redacted]