- Report: #1098905
Report - Rebuttal - Arbitrate
Complaint Review: Real Estate Solutions, INC
Real Estate Solutions, INC250 E. Rincon St Corona , California USA
Real Estate Solutions, INC / Doc Prep 101 / Lender Solutions/ Faye Kanter, Tiffany Navarro, Frances Cruz Experienced Banker who was evenn misled and victim of lies, empty promises and diversionary tactics - They didn't honor their own 30 day signed, money back guarantee Corona (now Narco) California
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Consumer's Original Complaint
This Mortgage Modification company contacted me in July asking me about considering a mortgage modification. I stated to them that Ocwen has my loan and they stated that my loan type is not eligible to be refinanced (have tried a few times over the past few years with Ocwen and Morgan Stanley Home Loans who previously owned the loan). Faye Kanter at this company stated they have a great relationship with Ocwen and that they likely are not familiar with newer HARP/HAMP programs so it's worth it for me to try. She assured me that I would receive a refund back if I was declined for any reason outside of my control (ie if the reason didn't involve me qualifying for this modification directly, income, ie, etc.).
Faye assured me that if I am turned down for them not allowing this modification, outside of looking at my financials and if it was their stated policy not to...then I would receive a refund. She said that in order to move forward that a payment would have to be made to start. I mentioned my discomfort since I was not familiar with them...but she sent me the Money Back Guarantee and the SLA/Service Contract. Also, she said this payment cannot be from a credit card, but rather by direct ACH from my checking account.
She even mentioned this could be done in several payments - so I signed their forms to allow it and had two $800 payments deducted. She said $1200 was for the primary mortgage and $400 was for handling the HELOC. I have been a Private Banker myself for 7 years and I know all the questions to ask...she asked me to send a financial packet to her and I did. I have included this list of items. I immediately sent to them (within a few days) Calls were never returned after this and they never delivered any responses. Each time I called, I received a variety of excuses for the lack of communication to me or either a general voicemail or a busy signal...once I connected, they made excuses about voicemails not being setup yet, etc.
I called to follow up and was told I was assigned to Frances Cruz and Tiffany Navarro. I also called and spoke to Faye (I had to call her) and she says that I would be approved based on what we discussed but they will put everything together and get back to me. I stressed my apprehension and stated again that Ocwen had previously stated that the investor who holds my mortgage note does NOT accept modifications, but she stressed that REI, inc has a great relationship with Ocwen and they likely don't know of the latest programs that can assist those like me.
At this time, I notice payments came from two different vendors (two $800) payments....one from 'National Doc Pre (July 24th) and another $800 from MUKLUK, LLC (Aug 6th) Calls were unreturned after I asked about these two different companies... eventually (after I was persistent and reached them) they stated this was normal...two months go by and I decided to contact my lender Ocwen to gauge if they had received anything. They stated they categorically declined this modification due to the Investor not allowing it - but NOT due to my financial profile.
I have this letter in hand as well. I have tried many times to obtain a refund but the company continuously states there isn't management around to address and they keep referring to a letter from RES, inc that I was to receive before I can speak to their management. Weeks go by and more unreturned calls as I stated that I hadn't received that letter. Eventually, Marki says that she indeed had the letter and not sure why it didn't go out/or get received.
It was 3 weeks since I first was told of this letter and to date have not received. Tiffany Navarro and Marki are the two people who keep referring back to each other ...I have detailed notes to supplement this summary. To date, I have never received a proactive call back and they keep avoiding me. I always call during business hours and they state no one is available. This company had used many diversionary tactics and has not honored the Service Contract we signed.
The troubling part about this is they initially they represented themselves as Real Estate Solutions, Inc then all changed to Doc Prep 101 when their 'documents' arrived, I am convinced they used name switches to mask themselves. As mentioned, they were elusive in answering my questions/returning my calls all the while. I mentioned that in order for me to remove my fears of fraud on my accounts, I needed them to confirm they use two different billing companies...Tiffany never returned my calls...until I was persistently calling them over a month period. Doc Prep 101 was never mentioned to me in the first 1/3 of the process, etc.
As an experienced banker (particularly a mortgage loan specialist), I know the standard mortgage process and would have NO need for just a basic doc prep company to submit on my behalf. Even then, the 'docs' submitted to Ocwen were just the elementary 4506T and a very, very basic income sheet they built from my verbal answers. Why would anyone with my experience agree to such a process as I clearly would have zero need for it. This will clearly become a case of 'he said, she said", but I know this was dishonest and completely misleading.
I was simply misled and acted in good faith based off direct dialogue with Faye Kanter, We should ask: why is Faye removed from this? Since she is directly involved, why has she never chimed in or been involved in this, or returned even a single call to me during this process - especially since there were/are perception issues? The answer is because this corresponds to the elusive nature of this experience and their accountability. To date, I have never received a proactive call/email from either company...
Even if we were basing this off the service contact/SLA, the contract says that I will receive the loan docs within 30 days...I have proof that I sent (via overnight) on 7/19 my informational packet. I didn't receive these "loan docs" until Sept 5th (postmark date on the yellow envelope this packet was delivered in).
Per the contract sent to me via email by Jennifer Case ('Case Manager)
'Doc Prep 101 will guarantee that you will receive your completed hardship package within 30 days of you providing the documents as outlined below. If we do not provide your completed hardship application as outlined in your contract within 30 days of receipt of your complete documents we will refund 100% of your money. The docs requirements are as such (that I sent to them on 7/19
- Last two paychecks
- Mortgage stmts
- Copy of Insurance and Tax bill
As mentioned, I didn't receive this package until after 9/6 - well AFTER the 30 day mark. Setting aside the complete predatory practice here, I am due a full refund on that alone. Pure and simple, this was predatory in nature, I was targeted/contacted by RES, Inc and I stood to gain nothing as I clearly mentioned to Faye, Francs, and Tiffany that my lender had not allowed modifications and my profession/experience. Faye used tactics, such as money back guarantee, and her direct association/relationship with Ocwen, to lure me into agreeing to these terms - my previous attempts.
As of Nov 12th, I tried calling the company today as Marki never returned my call regarding her contacting her manager for this refund, and the number (951) 272-0579 is no longer in service. I just spoke to them last week. This surely adds to my strong feelings that this was indeed a scam. How might I officially report this to state authorities, etc? Also, both Doc Prep's website and Real Estate Solutions, Inc are no longer active on the internet (seems to have been shut down within the past week.
Note; I have more supporting material and even recorded calls. I also have additional dialogue points that supplement and support the above summary
This report was posted on Ripoff Report on 11/12/2013 07:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Real-Estate-Solutions-INC/Corona-California-92879/Real-Estate-Solutions-INC-Doc-Prep-101-Lender-Solutions-Faye-Kanter-Tiffany-Navar-1098905. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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