Our experience with 1ALC has not been what we expected. Since the contract was drafted and signed, we have found it extremely difficult to obtain information or updates related to our case. Repeated calls to gain a status went unanswered and messages left for a call back were not returned. We had been told to report the contact attempts by our lenders and to not speak to them so that we did not compromise the efforts of 1ALC. As we tried to call and inform of the increasing activity of calls, emails, letters, and door hangers, we were left without a response. We couldn't get through. The only ones we could reach on rare occasions were the representatives who set us up and they could not help us. The paperwork portion was complete. A recent request for an update was sent back with a report of previous attempts to update us, none of which we received, and they reported calls from our lender asking us for the documentation, which contradicts the direction we were given to not discuss matters with the lender directly. If I wanted to work with the lender I wouldn't have needed 1ALC. This report also indicated our paperwork has been with the lenders since September and it's now January. The reported attempts to update us were made in late December. We sent a request for a refund of the money we paid to start the process (we even indicated we would accept the processing fee deduction they listed in their contract) in our termination of services letter to Dean Chandler, President of 1ALC, and received no response at all. We faxed the term letter to the person taking our paperwork and not a single call or response. After filing a Better Business Bureau complaint, our case worker finally contacted us as if nothing had happened saying they needed the documentation to proceed. She was aware of the termination letter and request for the refund but said she had not been instructed to stop working on our case. We reminded her of the termination letter and that we have moved on. The Better Business Bureau just informed me that they have not received a response from the company and have submitted a second request for an update on our behalf. If the BBB can't get a response, what can you expect as a consumer? We have since turned to a local company who has done more for us in less than two weeks than 1ALC did in 5 months. They are easy to reach and let us know exactly, and I mean exactly, where we are at in the process. I'm still waiting to hear back on whether or not I'll get my refund but I have peace of mind knowing I'll be taken care of (by someone else) as far as my house is concerned.
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