Sail Mortgage Corp

RE. ID [redacted] Dear Ms. [redacted] , we are always concerned when a consumer is not 100% happy with the service we provide, but I am also at a bit of a loss as to a best way to reply since the information in the complaint is extremely confusing.Your initial letter states... the "concern was submitted on 9-18-15". Additionally in the section titled, "Customer's Statement of the Problem" the 4th sentence states, "As of today's date, 9-18-2015, we have still not been able to close on our new home".The actual closing and settlement for this transaction took place on 9-18-15, with all the final documentation being dated & signed by all parties, including the individual submitting this statement, on 9-18-15.The complaint also notes in the last few sentences that a moving plan for the weekend would be delayed, and that the consumer "talked to the company a 3rd time on 9-18-15". To note again the actual settlement took place on Friday, prior to the weekend, on 9-18-15. A disputed amount was noted of $450.00, but the settlement statement the consumer has a copy of shows the actual cost of the 3rd party service of only $375.00.This transaction involved a Government insured loan and these types of transactions require meeting the regulated guidelines, and the use of Government approved companies & individuals, with that in place a guaranteed turnaround time for each additional service is never given.As our company policy is to take each complaint seriously, we will be reaching out to the consumer to make sure a satisfactory resolution is reached.Daniel [redacted] F**, CRU Operations Manager

RE. ID [redacted]Dear Ms. [redacted], we are always concerned when a consumer is not 100% happy with the service we provide, but I am also at a bit of a loss as to a best way to reply since the information in the complaint is extremely confusing.Your initial letter states...

the "concern was submitted on 9-18-15". Additionally in the section titled, "Customer's Statement of the Problem" the 4th sentence states, "As of today's date, 9-18-2015, we have still not been able to close on our new home".The actual closing and settlement for this transaction took place on 9-18-15, with all the final documentation being dated & signed by all parties, including the individual submitting this statement, on 9-18-15.The complaint also notes in the last few sentences that a moving plan for the weekend would be delayed, and that the consumer "talked to the company a 3rd time on 9-18-15". To note again the actual settlement took place on Friday, prior to the weekend, on 9-18-15. A disputed amount was noted of $450.00, but the settlement statement the consumer has a copy of shows the actual cost of the 3rd party service of only $375.00.This transaction involved a Government insured loan and these types of transactions require meeting the regulated guidelines, and the use of Government approved companies & individuals, with that in place a guaranteed turnaround time for each additional service is never given.As our company policy is to take each complaint seriously, we will be reaching out to the consumer to make sure a satisfactory resolution is reached.Daniel * F**, CRU
Operations Manager

Review: My fiance and I have recently been attempting to purchase a house. We received our final mortgage forms to sign on 9/9/2015. Our closing date was set for 9/17/2015. As of today's date, 9/18/2015, we have still not been able to close on our new home. The explanation for this inconvenience is that the appraiser (whom we paid towards the end of August) has still not completed the required addendum to the closing paperwork to make it possible to close.

We have completed everything that has been asked of us within the same day, or next day. Currently we are awaiting confirmation that the closing can happen, but we had already previously taken off work to finish the closing yesterday, 9/17/2015. We are both employed in demanding fields with very limited ability to get time off and now must find a way to close between now and when we lose our apartment. If we would have been able to sign yesterday, we would have no issue as our moving plans were lined up for this weekend (Our only two consecutive days off for the remainder of the month. Thursday 9/17 was also our only scheduled day off together for the month.Desired Settlement: I feel that at the very least, the $450.00 we spent for the appraiser to do their job should be refunded, since their job was not completed in the 9 days the person had to complete.

Business

Response:

RE. ID [redacted]Dear Ms. [redacted], we are always concerned when a consumer is not 100% happy with the service we provide, but I am also at a bit of a loss as to a best way to reply since the information in the complaint is extremely confusing.Your initial letter states the "concern was submitted on 9-18-15". Additionally in the section titled, "Customer's Statement of the Problem" the 4th sentence states, "As of today's date, 9-18-2015, we have still not been able to close on our new home".The actual closing and settlement for this transaction took place on 9-18-15, with all the final documentation being dated & signed by all parties, including the individual submitting this statement, on 9-18-15.The complaint also notes in the last few sentences that a moving plan for the weekend would be delayed, and that the consumer "talked to the company a 3rd time on 9-18-15". To note again the actual settlement took place on Friday, prior to the weekend, on 9-18-15. A disputed amount was noted of $450.00, but the settlement statement the consumer has a copy of shows the actual cost of the 3rd party service of only $375.00.This transaction involved a Government insured loan and these types of transactions require meeting the regulated guidelines, and the use of Government approved companies & individuals, with that in place a guaranteed turnaround time for each additional service is never given.As our company policy is to take each complaint seriously, we will be reaching out to the consumer to make sure a satisfactory resolution is reached.Daniel * F**, CRU Operations Manager