I sighned up with Qualified Home Solutions in Oct. 2105, their promise was to help me rebuild my credit and I would be PreQualified for a home loan by March of 2016. The intitinal contact was great, but once I was refered to a Tara Gavin this is where my annoyance began. From the start she was lax in following up with set appointments, when I finally did get a hole of her she had numerous excuses. She stated that in Dec she was sending letters to all my creditors. Any reports from Credit companies and creditors to email or fax them to her. I did just that. On January 10th we had a set appointment for the next step to be taken in order to raise my credit score. Tara Gavin never called, I called her several times and emailed her, she did not respond. Meanwhile I accidentally called on of those creditors who stated No one had ever contacted them from any company regaurding my outstanding debit. I also received a new collections notice in which I forwarded to Tara Gavin, she did respond with those are tricky but did not give me any insight as to how to handle this. I waited and waited for weeks, I emailed her several times, no response.
I finally had it by the end of Feburary and sent her an email with my concerns on her lack of communication and follow up, I got an email from one of the listed owners of the company a Mr. Christopher Alverez. On our intitial phone call he completely agreed that his employees were not following up with clients. I told him at that point I was no longer sending any reports or letters from creditors until my issues were addressed, we got disconnected and since I have been chasing him through emails. At this point I cut off my debit card and demanded a refund, of course I was ignorned. I contacted the BBB who also tried to help me resolve my issues with this company, they did not respond to them either. However, on March 25th after they received these letters, mysteriously someone named Tina called me, they sent one letter to a creditor, but when I tried to return her call, No one called me back. I reported them to the Consumer Fraud Division who cannot help me and the FTC who has not responded to my complaint.
Two days ago I had it and went to their facebook page and gave them a bad review. They do have 3 positive reviews, but that is it. They saw my review and in turn blamed me for breaking the contract. I did but only because of their refusal to speak with me directly for over 3 months to address my simple concerns. Up until the point Tara Gavin blantantly ignored me and was disregard by Christopher Alverez I felt I was being scammed and refused to send them anymore money until someone picked up the phone and spoke to me directly. I have paid them $600 and my credit is a mess, they broke their word of having me in a home loan by March 2016 and the sheer fact Tara Gavin choose to ignore me. I am out $600 and 8 months of wasted time.
#2Author of original report
Tue, June 14, 2016
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.
#3Author of original report
Fri, May 27, 2016
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,
Chris, I honestly do not understand, two days ago you kept telling me to contact Tara, well once I thought things over I sent her an email this morning. You respond. The same with the last week. Some thing is not right here and I am really not pleased with this unsettling feeling of being run in circles. I do not have time nor the energy to play games. I have to find another company to help me with what I need to accomplish. Again I do not feel what I have asked for, prompt responses, keeping appointments, an update on any progress and education is outrageous. I do not appreciate being ignored and blown off, which Tara has done on numerous occasions. How you would feel Chris, if were in my position? I really have other things to do with my time and now have to start over so please just refund my money so I can move on and go home to my family and friends. I am truly disappointed, you have no idea how much this gave me hope and a way out of New Mexico.
-----Original Message-----
From: chrisalvarez <[email protected]>
To: morray266 <[email protected]>
Sent: Fri, Feb 26, 2016 10:45 am
Subject: RE:Andrea,I apologize that I didn’t recognize your email address.Please contact me directly about your refund.Thanks,
Chris AlvarezAccounting Director at Qualified Home Solutions
972-375-4815 DirectFrom: [email protected] [mailto:[email protected]]
Sent: Wednesday, February 24, 2016 11:35 AM
To: [email protected]
Subject: Re:Sir???? Send my refund, I am tired and do not have the energy to play games. It is Tara's job to reach out to me and resolve this issue and the concerns I have. She has NOT responded period. Your company has huge communication issues and I am NO longer interested in going any further. You have left me in limbo long enough, I suggest Qualified Home Solutions get their act together and greatly improve communication skills and how you treat your customers. End of discussion. I expect a refund promptly.-----Original Message-----
From: chrisalvarez <[email protected]>
To: morray266 <[email protected]>
Sent: Wed, Feb 24, 2016 10:22 am
Subject: RE:Sir,I sent a response to your last email, asking you to follow up directly with Tara.Please reach out directly to her at 469-444-6594.She can answer all questions.I do not answer multiple questions about a file via email.
Thanks,
Chris AlvarezCEO at Qualified Home Solutions
844-704-0222 MainFrom: [email protected] [mailto:[email protected]]
Sent: Wednesday, February 24, 2016 7:36 AM
To: [email protected]
Subject:As of yet not you or Tara has responded to my concerns regarding the status of anything with my account that I so far have paid Qualified Home Solutions $600. I have waited and waited long enough. I am no longer interested in your program and want a refund immediately. I do not feel what I have asked for is outrageous, communication is the utmost important tool in doing business. I have called your company numerous times, no one answers. I have left voice mails and sent Tara emails asking questions, she has followed up promptly twice. I have wasted precious time believing what I was promised mid October that I would be qualified and in a home by March 2016, this is now the end of February and no one from your company can give me any follow up. Ignoring me is not only unprofessional it's just rude and bad business. After speaking to you the other day and listening to you talk in circles I felt I was being had for a fool. I expect a refund within two weeks via a certified bank check. I have been skeptical all along, but your sales woman convinced me, sadly she puts all her energy into helping people obtain their goals, unfortunately the rest of your staff is lacking greatly. Your statement our program works if you follow our program, well Chris I have been waiting almost 5 months for someone from your company to educate me, follow up with me and guide me in this program and all I have gotten is the run around. I do not appreciate the way I have been treated and will not tolerate any business to continually ignore me and take my money and not provide me with some concrete proof they are working to earn this money. I am on a fixed income and my payments to you have hurt me greatly. I demand an apology and a refund.
Qualified Home Solutions
Dallas,#4UPDATE Employee
Wed, May 25, 2016
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.