Complaint Review: Qualified Home Solutions

I gave QHS both Tara Gavin but more so Christopher Alveraz plenty of time and amble opportunity to address my simple concerns with their lack of customer service or follow up. I provided emails above to prove that Tara Gavin on more then one occassion apologized for blowing me off. Apology was understood and accepted, but she nor Mr. Alveraz bothered to pick up the telephone even after I addressed my concerns, even after he Acklowdeged their employees were struggling with the issues I addressed. After that intitinal conversasion and email I sent to Syieshia Smith that ended up being forward by their own employee to the CEO of that company they still ignored me. That does not sit well with any client. It should NOT take over two weeks for a company after they missed the 3rd phone appointment to respond. They are good people, that is not my issue, they are immature and have no interest in addressing a simple concern of sending over private, confidentail credit infromation via the internet without any confirmation on their end or part. The only time these people addressed anything on a timily basis is when I took to the internet and reported them

to the BBB which took almost two months after they closed the file on BBB part, because of QHS lack of response or willingness to resolve a simple issue. This is not good business practice nor is it polite. I paid them for education, I got zero, I paid them to be team players and to lead me in obtaining my goal, I got zero. I was told on the intake of this program by Syiesha Smith I would be Pre-Approved by March 2016 for a home loan. She also stated that Tara Gavin would call me the next day, she did not. I had to call Syiesha Smith to get Ms. Gavin 3 days later to call me. This was not a good start. Ms. Gavin changed the game by saying it could take up to a year, that is not what I agreed to. Their program was a 6 month program for $900. Their other program was for 3 months and it was $2,500. All this you can do yourself for Free, as I recently found out at a

seminar. They dropped the ball, they voided their own contract, to begin with. After Ms. Gavin stated it could take up to a year, I called Ms. Smith back and her exact words were that is Not what the underwriters told her. I do understand the complex nature of credit and their work to help me achieve my goal but all they actually did was paste my name to a generic letter and mail it to my creditors, it took them all of two hours tops. I sent every single report or letter I received up until Ms. Gavin choose to blow off a set appoinment on January 10th, I waited all day she never called. I called the next day and left her a voicemail which she claims she did not get. My phone documents my incoming and out going calls over a minute. I am unsure and do not understand why they choose to go this route instead of reaching out to me like an adult doing business and come up with a way they get my documents and I felt secure in sending them. I was Told point blank by Tara Gavin not to mail any letters, they do not pick up their

mail or process it timely and it could sit there awhile. Her words. I would have prefered to mail everything via the US Postal service at least I would have had a confirmation it was received. This is my personal confidental information they took no interest in ensuring was being received on their end. I did not send the last 35 page report and I explained to Mr. Alveraz why, he said mail it, I told him what Tara said, he got silent. I am sticking to my belief that they need to address customers pprofessionally, timely and keep their promise of what the person thinks they are paying for. Oh and they never clearly explained their "program" just send anything that comes in the mail. I did that. I still believe that they could be adults ackledge they dropped the ball and blew me off completely and give me a refund. But they choose to continue to deny any responsibilty for their lack of good business practice. I am not removing my complaints.

This morning I received a response from the BBB from QHS to a complaint I submitted March 2, 21016. The BBB sent them two prior letters they had 30 days to respond from this date. They DID NOT until now, almost two months after I submitted and was willing to settle all this. This clearly indicates these people and their lack of customer service and huge communication issues. I also went back over my emails, this email that QHS sent to you and to the BBB was dated feb, all my prior emails for the month of Jan. went unanswered. It should NOT take a company more then 48 hours to respond to a customer or their needs. Tara Gavin from Nov. to this above email continually ignored my emails and the voicemail I left, she claimed she never received. I was being nice and polite and trying not to be annoyed at this point, my Feb 4th email. I have over 44 emails to her and only 5 repsonses since Nov. I am pasting the email I sent with my concerns to their sales rep. on Feb 16. I did speak to Mr. Christopher Aleveraz following this email, but Tara Gavin, NOT once addressed me either by calling or emailing. Mr. Aleveraz on our first phone call AGREED with my legit concerns, he said they had been working with staff to try and improve their customer service. I told him no one ever answers their phone, not the main number or Tara's number. I get NO confirmations from the personal information I am sending via emai. He AGREED. He told me to mail everything, yet Tara told me twice NEVER to mail anything, their staff is lax in picking up their mail. We got disconnected, I sent Mr. Alveraz two more emails, he never responded. I finally had it and called him again at which point he started back tracking and telling me to speak with Tara Gavin, I said that would be nice, where is Tara? He just kept saying over and over, he would have her call me, I said I was not sure I would be home but she could try. Tara Gavin NEVER called me. I called one last time and Mr. Alveraz was playing dumb salesman, he is the registered owner along with Tara of this company. All they had to do was talk to me via telephone and reassure me and give me an update and plan as to what the next steps in their program where. They are claiming I voided their contract as I did not send over my paperwork. NOT true I did for two months. Below is the email I sent to Syeisha Smith on Feb 18 stating my concerns and why. She never responded to me directly, she forwarded this to Mr. Alveraz. The quickest response I got from anyone at QHS was when I went to their facebook page and gave them a bad review. I have since taken it down, I left it up long enough for people to see. I do not want to go down this road with them, I don't have the time or energy after 5 months of their playing games. I found it very interesting I got a 4 hour response from them on that, but since Dec trying to reach anyone at their main number or Tara Gavin I found very frustrating. All they had to do was be professional and timily in addressing legit concerns from a customer and it would not have gotten this far. 

Hi Syeisha,

Qualified Home Solutions strives to provide all of our client's with the best level of service throughout their time in our Home Loan Preparation Program. Our office began working with Ms. Morrissey in October. We explained the typical length of this program is 3-6 months and it is a partnership program. We did our best to address any concerns Ms. Morrissey had and believed she was satisfied with our services. In fact, she sent this e-mail directly to Tara on February 4th, 2016, just a few weeks prior to requesting a refund: 


From: m____
Sent: Thursday, February 4, 2016 10:50 AM
To: T___
Subject: Re: 20-22

Hi Tara, I am on my way out to an appointment, thank you for getting back to me, this process is all new and I always have tons of questions. My score has gone up some and things are getting slowly taken off so I figured you were working on everything. This is a medical bill by the way, they also did not know I was on disability, so this may help now that they have this information? Also tons and tons of loan offers have been suddenly bombarding my email, I do NOT use this email for any thing other then serious business and personal stuff. No worries I am trying hard to be patient and trust everything. I do have one more I need to send to you, I will do this tonight, it's 32 pages. I fell the other night and hurt myself so I haven't been on the computer much. If anything else comes in I will get it to you. 
Hope you are well..have a good day. 


Our office was unaware of any additional issues until the time she requested the refund on February 22nd, 2016. She stated she refused to send in the remaining documents she said she was going to in her e-mail from February 4th, 2016. There are very few guidelines we ask our clients to adhere to in order for their program to be successful. We ask that they refrain from applying for new loans and lines of credit, keep balances on credit cards below 30%, stay on time with their current bills and send in any responses they receive from the credit bureaus and creditors. It is essential that the client adheres to that commitment in order to achieve the desired results, purchasing a home. 

Our refund policy is clear in our contract and her situation did not meet the terms in conditions that are defined. We have results to show accounts have been removed from her report and an e-mail to confirm her acknowledgement of this being done. Our office is disappointed that she feels we did not meet her expectations but she was receiving positive results being in this program. Our office remains confident if she remained in the program, we would have been able to help her purchase a home. We do wish Ms. Morrissey all the best in her future endeavors.