Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower. It is our opinion that the loan advisoracted in the best interest of the borrower. The loan advisor and manager...
did extensive work on Mr. [redacted]s file before any appraisal money was collected from the customer. As in this case, typically the title report was delivered after the appraisal was completed. From the title report Royal United Mortgage and the customer became aware of a lien not on the credit report. The loan advisor quickly called Mr. [redacted] and advised him of our findings. Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reports. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage. Rest assured Mr. [redacted]s comments will be shared with our training department to help improve our customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]They refunded the money.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm not sure why Tiffany would say that I told her my house valued at $148K. This is simply not a true statement. I did NOT provide her with that figure. I told her that Quicken loans had my estimated value at $145K. I also told her that was high. I did not provide her with ANY information that would have lead her to believe my home is worth $150K. She really needs to listen to her recording of our conversation (I'm sure that' will be missing now).Tiffany also told me the money I was paying was for the appraisers that came into my home and spent 15 minutes. Not for anything else.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Royal's response does not meet my specific request of admission that the FTC Telemarketing Sales Rule 16 CFR 310 was violated:(c) Calling time restrictions. Without the prior consent of a person, it is an abusive telemarketing act or practice and a violation of this Rule for a telemarketer to engage in outbound telephone calls to a person's residence at any time other than between 8:00 a.m. and 9:00 p.m. local time at the called person's location. (attached file shows call made from (540) 705-0845 coming in Monday, April 11, 2016 at 7:43 a.m.)Further, Royal claims they are not "telemarketing."(ff) Telemarketer means any person who, in connection with telemarketing, initiates or receives telephone calls to or from a customer or donor.(gg) Telemarketing means a plan, program, or campaign which is conducted to induce the purchase of goods or services or a charitable contribution, by use of one or more telephones and which involves more than one interstate telephone call. The term does not include the solicitation of sales through the mailing of a catalog which: contains a written description or illustration of the goods or services offered for sale; includes the business address of the seller; includes multiple pages of written material or illustrations; and has been issued not less frequently than once a year, when the person making the solicitation does not solicit customers by telephone but only receives calls initiated by customers in response to the catalog and during those calls takes orders only without further solicitation. For purposes of the previous sentence, the term “further solicitation” does not include providing the customer with information about, or attempting to sell, any other item included in the same catalog which prompted the customer's call or in a substantially similar catalog.
Regards,
[redacted]
The communication issues addressed in this complaint are being addressed with the parties involved in the transaction. More importantly we did contact [redacted] about the appraisal refund and were told that Check # [redacted] was paid the week prior to Christmas. Upon receipt and the timing of this...
complaint it became evident from the online records with [redacted] that there was no record of actual payment from their accounting department. They simply were obtaining payment approval. This is likewise extremely frustrating to us as it is the borrower because we all expect that when people say they took action that we can count on the completion of such action to remedy customer satisfaction. As of this response we have demanded action for the refund from them and will continue to pursue the refund until such time the borrower has physical received it. The method of payment will be in the form of a check.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this as our formal response. Based on this feedback, we went back and listened to recorded conversations between Mr. [redacted] and his loan advisor. After listening to these calls Royal feels that the claim...
that the borrower was coerced into paying $450 for an appraisal is false. If Mr. [redacted] did not feel comfortable paying the $450 for the appraisal, he could have stopped the loan process at that time. Royal uses an independent party to conduct appraisals. Because of this, we ourselves have no control over the information that is included on the appraisal. We encourage that Mr. [redacted] contact the 3rd party directly. We regret that Mr. [redacted]’s experience was negative and for any inconvenience that occurred regarding his insurance policy. We have removed all contact information for Mr. [redacted] so he will not be receiving any additional phone calls from us.
Thank you for the feedback, please let me know what exactly was poor about the appraisal and I will contact [redacted] to see if we can get it a revision on it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Based upon this feedback we listened to all correspondence between Royal United Mortgage and Ms. [redacted]. It is our opinion that the loan advisor acted...
in good faith. The loan was denied due to a job gab that we were unaware of till the appraisal was received. We regret that Ms. [redacted] experience was negative and we are very sensitive to this issue. Rest assured her comments are shared internally and with our training department to help improve our company.
Thank you for bringing this to our attention. We take all feedback seriously. It is our opinion that the loan advisor acted in the best interest of the borrower. Mr. [redacted] misunderstood the importance of informing that his part time employment was not continuous when discussing income calculations....
We received this information when the written verification of employment was returned to Royal United Mortgage and would of quickly advised the appraisal management company to stop the appraisal process, unfortunately the appraisal had already been completed at this time. Royal United Mortgage has delivered the appraisal to Mr. [redacted] and will gladly transfer the appraisal to any mortgage company. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage. Rest assured his comments will be shared with our training department to help improve our customer service.
Thank you for your feedback. Royal United takes all feedback seriously. Royal United Mortgage uses an independent 3rd party [redacted] (appraisal management company) that is HVCC certified on all appraisals. Royal went to the independent [redacted] and even provided two new comparables and the previous appraisal...
for a value reconsideration. Unfortunately the [redacted] determined that their comparables were more accurate and there was no change in value. Royal was unable to reconstruct the loan in a way that would make the loan worth it to the borrower. We deeply apologize of the outcome of the appraisal and will be happy to transfer the appraisal to another lender.
Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower. It is our opinion that the loan advisor acted in the best interest of the borrower. The loan advisor and manager did extensive...
work on Mr. [redacted] file before any appraisal money was collected from the customer. As in this case, typically the title report was delivered after the appraisal was completed. From the title report Royal United Mortgage and the customer became aware of the issue that would cause the loan not to meet Fannie Mae guidelines. Royal has delivered the appraisal to the borrower in hopes that another lender would be able to complete his transaction. Rest assured his comments will be shared with our training department to help improve our customer service.
Royal United Mortgage takes great measures to safeguard thesafety of personal and private information. Federal law requires the retention and reporting of information obtainedand as such we cannot delete the information provided by Ms. [redacted]. Howeverrest assured that this...
information will not be used for solicitation and RoyalUnited does not sell its information nor does it have affiliate companies withwhom it shares information. The issues outlined in this feedback have been investigatedand managed and this feedback assists in our training to become better atworking with our customers. We found that in this case our staff unsuccessfullyattempted on two occasions to arrange to speak with Ms. [redacted] and did not pursueanother meeting. Unfortunately this isnot the expectations of Ms. [redacted] and we apologize for the communicationbreakdown. Respectfully submitted, Royal United Mortgage LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not want their bad appraisal. I want my money back so that I can obtain a new, good, appraisal through a new lender. I went through [redacted] for my heloc and 2 months prior to this bad appraisal,my home appraised for 31,0000 more. This appraiser is using an inferior comp in the part of the neighborhood which has no sidewalks even! I am not satisfied with the result and I want my money back!
Regards,
[redacted]
Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower.It is our opinion that the loan advisor was made aware of the issue before the appraisal was ordered. Royal United Mortgage has...
cut a check for the full amount of the appraisal and will be sent to the borrower. Royal United Mortgage called the borrower on 6/17/2016 to inform him of the decision. Royal regrets that his experience was negative. Rest assured his comments will be shared with our training department to help improve customer service.
It is never out intent to confuse potential borrowers about our...
product offerings. We do not directly offer home equity lines of credit. We can arrange for home equity lines of credit with our lending partners. We do offer home equity based loans utilizing the equity one’s home to help with financial management. We apologize if this difference created confusion. Our web site does not refer to home equity lines of credit. This communication will result in specialized training on how to eliminate any future confusion.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
We are deeply sorry that our first response did not satisfy all of your questions. We emailed you another copy (sent 11/1/2016 at 2:50 PM) of the appraisal that did take place on 6/18/2015. The report was delivered on 7/20/2015 and the loan was denied on 7/29/2015. The compliance department inadvertently mistyped that your loan was denied in 6/2015. Royal United Mortgage does believe that the loan advisor acted in the borrowers best interest. However, when there is this much miscommunication on file Royal United Mortgage feels obligated to refund the appraisal. Royal United will be cutting a check for $395 dollars due to the miscommunication that you experienced. Regards,Eric W[redacted] NMLS #853566AVP of ComplianceRoyal United Mortgage LLC - NMLS 133907999 Knue Rd., Suite 300Indianapolis, IN 46250317-664-7123[direct] www.royalunitedmortgage.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The first good faith estimate that [redacted] gave me before I paid for appraisal said my monthly payment would be $196 and no escrow account then after they got the appraisal back they sent me another Good faith estimate with a $500+ because they added escrow account. I never would have went ahead with appraisal if they had said my payment was going to be that much.
Regards,
[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Based upon this feedback we listened to all correspondence between Royal United Mortgage and Ms. [redacted]. Royal does agree that there were areas of...
miscommunication on this file. Royal has conducted training with the loan advisor to ensure this doesn’t happen again. Also, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrower. Royal has sent the check request through to Ms. [redacted] and it will be delivered in the mail. We regret that Ms. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression. Royal United thanks Ms. [redacted] greatly for her comments as it helped improve our company.
Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower. It is our opinion that the loan advisoracted in the best interest of the borrower. The loan advisor and manager...
did extensive work on Mr. [redacted]s file before any appraisal money was collected from the customer. As in this case, typically the title report was delivered after the appraisal was completed. From the title report Royal United Mortgage and the customer became aware of a lien not on the credit report. The loan advisor quickly called Mr. [redacted] and advised him of our findings. Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reports. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage. Rest assured Mr. [redacted]s comments will be shared with our training department to help improve our customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]They refunded the money.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm not sure why Tiffany would say that I told her my house valued at $148K. This is simply not a true statement. I did NOT provide her with that figure. I told her that Quicken loans had my estimated value at $145K. I also told her that was high. I did not provide her with ANY information that would have lead her to believe my home is worth $150K. She really needs to listen to her recording of our conversation (I'm sure that' will be missing now).Tiffany also told me the money I was paying was for the appraisers that came into my home and spent 15 minutes. Not for anything else.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Royal's response does not meet my specific request of admission that the FTC Telemarketing Sales Rule 16 CFR 310 was violated:(c) Calling time restrictions. Without the prior consent of a person, it is an abusive telemarketing act or practice and a violation of this Rule for a telemarketer to engage in outbound telephone calls to a person's residence at any time other than between 8:00 a.m. and 9:00 p.m. local time at the called person's location. (attached file shows call made from (540) 705-0845 coming in Monday, April 11, 2016 at 7:43 a.m.)Further, Royal claims they are not "telemarketing."(ff) Telemarketer means any person who, in connection with telemarketing, initiates or receives telephone calls to or from a customer or donor.(gg) Telemarketing means a plan, program, or campaign which is conducted to induce the purchase of goods or services or a charitable contribution, by use of one or more telephones and which involves more than one interstate telephone call. The term does not include the solicitation of sales through the mailing of a catalog which: contains a written description or illustration of the goods or services offered for sale; includes the business address of the seller; includes multiple pages of written material or illustrations; and has been issued not less frequently than once a year, when the person making the solicitation does not solicit customers by telephone but only receives calls initiated by customers in response to the catalog and during those calls takes orders only without further solicitation. For purposes of the previous sentence, the term “further solicitation” does not include providing the customer with information about, or attempting to sell, any other item included in the same catalog which prompted the customer's call or in a substantially similar catalog.
Regards,
[redacted]
The communication issues addressed in this complaint are being addressed with the parties involved in the transaction. More importantly we did contact [redacted] about the appraisal refund and were told that Check # [redacted] was paid the week prior to Christmas. Upon receipt and the timing of this...
complaint it became evident from the online records with [redacted] that there was no record of actual payment from their accounting department. They simply were obtaining payment approval. This is likewise extremely frustrating to us as it is the borrower because we all expect that when people say they took action that we can count on the completion of such action to remedy customer satisfaction. As of this response we have demanded action for the refund from them and will continue to pursue the refund until such time the borrower has physical received it. The method of payment will be in the form of a check.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this as our formal response. Based on this feedback, we went back and listened to recorded conversations between Mr. [redacted] and his loan advisor. After listening to these calls Royal feels that the claim...
that the borrower was coerced into paying $450 for an appraisal is false. If Mr. [redacted] did not feel comfortable paying the $450 for the appraisal, he could have stopped the loan process at that time. Royal uses an independent party to conduct appraisals. Because of this, we ourselves have no control over the information that is included on the appraisal. We encourage that Mr. [redacted] contact the 3rd party directly. We regret that Mr. [redacted]’s experience was negative and for any inconvenience that occurred regarding his insurance policy. We have removed all contact information for Mr. [redacted] so he will not be receiving any additional phone calls from us.
Thank you for the feedback, please let me know what exactly was poor about the appraisal and I will contact [redacted] to see if we can get it a revision on it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Based upon this feedback we listened to all correspondence between Royal United Mortgage and Ms. [redacted]. It is our opinion that the loan advisor acted...
in good faith. The loan was denied due to a job gab that we were unaware of till the appraisal was received. We regret that Ms. [redacted] experience was negative and we are very sensitive to this issue. Rest assured her comments are shared internally and with our training department to help improve our company.
Thank you for bringing this to our attention. We take all feedback seriously. It is our opinion that the loan advisor acted in the best interest of the borrower. Mr. [redacted] misunderstood the importance of informing that his part time employment was not continuous when discussing income calculations....
We received this information when the written verification of employment was returned to Royal United Mortgage and would of quickly advised the appraisal management company to stop the appraisal process, unfortunately the appraisal had already been completed at this time. Royal United Mortgage has delivered the appraisal to Mr. [redacted] and will gladly transfer the appraisal to any mortgage company. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage. Rest assured his comments will be shared with our training department to help improve our customer service.
Thank you for your feedback. Royal United takes all feedback seriously. Royal United Mortgage uses an independent 3rd party [redacted] (appraisal management company) that is HVCC certified on all appraisals. Royal went to the independent [redacted] and even provided two new comparables and the previous appraisal...
for a value reconsideration. Unfortunately the [redacted] determined that their comparables were more accurate and there was no change in value. Royal was unable to reconstruct the loan in a way that would make the loan worth it to the borrower. We deeply apologize of the outcome of the appraisal and will be happy to transfer the appraisal to another lender.
Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower. It is our opinion that the loan advisor acted in the best interest of the borrower. The loan advisor and manager did extensive...
work on Mr. [redacted] file before any appraisal money was collected from the customer. As in this case, typically the title report was delivered after the appraisal was completed. From the title report Royal United Mortgage and the customer became aware of the issue that would cause the loan not to meet Fannie Mae guidelines. Royal has delivered the appraisal to the borrower in hopes that another lender would be able to complete his transaction. Rest assured his comments will be shared with our training department to help improve our customer service.
Royal United Mortgage takes great measures to safeguard thesafety of personal and private information. Federal law requires the retention and reporting of information obtainedand as such we cannot delete the information provided by Ms. [redacted]. Howeverrest assured that this...
information will not be used for solicitation and RoyalUnited does not sell its information nor does it have affiliate companies withwhom it shares information. The issues outlined in this feedback have been investigatedand managed and this feedback assists in our training to become better atworking with our customers. We found that in this case our staff unsuccessfullyattempted on two occasions to arrange to speak with Ms. [redacted] and did not pursueanother meeting. Unfortunately this isnot the expectations of Ms. [redacted] and we apologize for the communicationbreakdown. Respectfully submitted, Royal United Mortgage LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not want their bad appraisal. I want my money back so that I can obtain a new, good, appraisal through a new lender. I went through [redacted] for my heloc and 2 months prior to this bad appraisal,my home appraised for 31,0000 more. This appraiser is using an inferior comp in the part of the neighborhood which has no sidewalks even! I am not satisfied with the result and I want my money back!
Regards,
[redacted]
Thank you for bringing this to our attention. We take all feedback seriously. The compliance department listened to all correspondence between the loan advisor and borrower.It is our opinion that the loan advisor was made aware of the issue before the appraisal was ordered. Royal United Mortgage has...
cut a check for the full amount of the appraisal and will be sent to the borrower. Royal United Mortgage called the borrower on 6/17/2016 to inform him of the decision. Royal regrets that his experience was negative. Rest assured his comments will be shared with our training department to help improve customer service.
It is never out intent to confuse potential borrowers about our...
product offerings. We do not directly offer home equity lines of credit. We can arrange for home equity lines of credit with our lending partners. We do offer home equity based loans utilizing the equity one’s home to help with financial management. We apologize if this difference created confusion. Our web site does not refer to home equity lines of credit. This communication will result in specialized training on how to eliminate any future confusion.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
We are deeply sorry that our first response did not satisfy all of your questions. We emailed you another copy (sent 11/1/2016 at 2:50 PM) of the appraisal that did take place on 6/18/2015. The report was delivered on 7/20/2015 and the loan was denied on 7/29/2015. The compliance department inadvertently mistyped that your loan was denied in 6/2015. Royal United Mortgage does believe that the loan advisor acted in the borrowers best interest. However, when there is this much miscommunication on file Royal United Mortgage feels obligated to refund the appraisal. Royal United will be cutting a check for $395 dollars due to the miscommunication that you experienced. Regards,Eric W[redacted] NMLS #853566AVP of ComplianceRoyal United Mortgage LLC - NMLS 133907999 Knue Rd., Suite 300Indianapolis, IN 46250317-664-7123[direct] www.royalunitedmortgage.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The first good faith estimate that [redacted] gave me before I paid for appraisal said my monthly payment would be $196 and no escrow account then after they got the appraisal back they sent me another Good faith estimate with a $500+ because they added escrow account. I never would have went ahead with appraisal if they had said my payment was going to be that much.
Regards,
[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Based upon this feedback we listened to all correspondence between Royal United Mortgage and Ms. [redacted]. Royal does agree that there were areas of...
miscommunication on this file. Royal has conducted training with the loan advisor to ensure this doesn’t happen again. Also, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrower. Royal has sent the check request through to Ms. [redacted] and it will be delivered in the mail. We regret that Ms. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression. Royal United thanks Ms. [redacted] greatly for her comments as it helped improve our company.