Complaint Review: Royal Mangement - eagle pass Texas

January 12, 2014

Royal Management

P.O Box 1947

Boerne, TX 78006

To Whom It May Concern,

On November 18, 2013, I was hired by Rafael Sixtos as the new Manager at Eagle Pass, TX Noble Finance.  I had never heard anything about the company before, so I did not expect anything out of the ordinary.  In less than a week, Mr. Sixtos taught me the operating system and in less than a week, I took over the office.  I soon realized that the employees hired by Sal Salinas were incompetent with the type of job a finance office requires.  Including calling references daily, calling promises—to-pay, leaving messages to third parties and giving confidential information.  Also, I noticed that employees hired by Sal Salinas had no cash handling experience, phone etiquette nor customer service experience. Upon asking why they were doing these erroneous financial practices, they replied that Sal Salinas ‘demanded’ to collect that way because ‘eagle passeans are lazy, irresponsible and inconsiderate.’  There are more instances of this type of financial mal practices but to keep this short I will not continue.  

As a business professional with experience I began to safeguard the co, employees and customers by fixing these mal practices and behaviors according to industry standards. 

In the meantime, I began to received phone calls from Sal Salinas yelling and asking if I knew what I was doing, that who do I think I am, that who hired me and if I was ready to work.  I did not know what was going on, so I simply replied yes and he hang up.  Then I started to wonder who Sal Salinas was and why he was yelling at me.  I called my supervisor, Rafael Sixtos, and told me that Sal was from home office.  Finally, I realized that Sal Salinas worked from home office and still no clue why he called and yelled asking these questions.

The three weeks that I work comfortably in the Eagle Pass Noble finance office, I was able to improve customer service, BBB stop sending letters and calls from complaints, I improve loan quality, only approved qualified individuals, employees were trained to run the office efficient as a manager, phone etiquette, customer service, cash management, opening, closing, make collections and analyze financial data.  I started to received results in no time and soon we had the highest FB’s and NB’s.  

The last week of december, delinquency went really high.  I am firm that I was doing everything I could to bring delinquency down by collecting, refinancing, etc.  I did notice a big difference and delinquency began to go down.  Then, in two days we had over 60 potentials due.  I did collect many payments and refinance and did new loans but potentials were too high to balance at the end.

On December 31, 2013, I was working collections, approving loans and getting ready to do month and year-end for the first time at Noble Finance.  Suddenly, someone randomly walk in to the office and started yelling, ‘everything in this office is wrong, everything that is happening here is wrong.’  Soon, this person started to get files from the cabinet and opening them like a mad man.  He then came to me and pointed at a suppose error on an application and yelled saying why I was doing such thing.  At this point, I was very confused and very irritated so I asked this person who he was and what was he doing.  He said, ‘I am from the home office and my partner A.P. Gentry send me to fix this office because it’s a mess.’  This person kept yelling around the office complaining about anything and pin pointing anything he thought was wrong.  Several customer came in and denied them to apply because they look like they had bad credit.  

On January 2, 2014, I continued to work as usual when Sal Salinas walk into the office.  Again he was verbally abusing employees, using bad words, denying customers before they even applied, disorganizing the office and telling each employee what to do.  Basically destroying the office efficiency and returning the old bad habits that once plague the office.  I asked him why was he doing this mess and he responded because he said so, that he was a stockholder of the company and co-founder with A.P. Gentry; I explained to him that Rafael Sixtos would come and help the office to be better not to make worst.  He replied in a abusive tone that he was the new boss of the office that Rafael Sixtos was inferior to him and anyone else and that whatever he said had to be done because he was next in line with A. P. Gentry and he can do whatever he wanted.  

At this point I realized how disappointing working at Noble Finance / Royal Management was.  Nothing is organize, there is no structure of power and authority.  I was supposed to fix the office problems directly with my supervisor not someone that is the boss of the co and is abusive to its employees verbally, unprofessionally and unethically.

Due to the severity of these issues of discrimination, I am afraid the public has to know, the news should know, the state should know, the U.S. Government should know.  Customers have the right to know why this company abuses privacy and customer service.  Future employees should know that respect, professionalism and balance work environment is not part of Royal Management.  Finally, justice should be serve for all previous employees and current ones because these abuses and discriminations are not suppose to happen in this day nor any day because this is the United States of America and I am not the first nor the last one that this has happened and will continue to happen.   

Sincerely,

Rafael F

MBA

C 830-xxx-xxxx (((REDACTED)))