Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined NACA and I was referred to CSNV-COMMUNITY SERVICE OF NEVADA.I was told they assist with WISG Grants which helps towards the owning property.I applied and upload my personal documents which included my DRIVERS LICENSE AND SOCIAL SECURITY CARD. I scheduled for the WORKSHOP and joined. At the end the host April, showed everyone where to go to schedule an appointment for a COUNSELOR to contact us.I scheduled for 03/19/2024 and NO ONE CALLED **** called them and then I was given the runaround.I received an email from April stating it was my fault for scheduling ******.I replied back that I DID NOT KNOW ANYONE AND I COULD CARELESS WHO CALLS ME.no one called. I even showed the screenshot of my appointment and the emailed CONFIRMATION that she was aware of an it did not show anyone's name.I called the office again and I was told they rescheduled me for 03/20/2024.One that day, NO ONE CALLED.So I found this to be the most ridiculous thing to happen if this wasn't due to DISCRIMINATION.***** then emailed me asking for my AVAILABILITY.I responded that I am available on the day of my appointment.This is the reason I scheduled an appointment. I DO NOT NEED TO MAKE MYSELF AVAILABLE FOR A COMPANY THEY HAS BAD BUSINESS PRACTICES WHERE THEY ARE NOT CALLING CERTAIN PEOPLE. Besides that, They may have assisted someone with a ***** but we still would have to CONTRIBUTE TOWARDS IT. Which means they are getting something too.I think their fee was $1500. Either way, it's not free.If they were professional, I wouldn't have had any issues.Due to the office LACK OF COMMUNICATION, I sent an email and cc'd everyone!Then I scheduled another appointment and this time for 03/26/2024. **** contacted me stating, "THEY WERE HAVING TECHNICAL ISSUES". SHE ALSO STATED, "SHE'S AWARE THAT IT WAS NOT MY FAULT". During the 03/26 meeting ***** WAS STILL MISSING. The zoom meeting with 3 women, **** asked ****** to schedule me for 04/17/2024 AND SHE DECIDED NOT TO.

  Customer Answer

  Date: 05/08/2024

  I had so much communication with CSNV, I could have been helped by now.

  Having to jump through hoops after sent my personal information and wasting an hour of my time for a workshop.

  Then scheduling myself, just to not get a call and be accused of scheduling someone else.

  It made NO SENSE to accuse a new customer of anything when no one's name was on my appointment.

  Bad business practices I have dealt with but at least they got it together and owned their mistakes.

  CSNV accused me each and every single time they made a mistake and no having it made me respond with only facts.

  They preferred argue about it instead of doing their job,

  I am not wasting anymore of my time with this company.

  They wanted something from me and I wanted something from them.

  So do to being ignored, accused, interrupted and lied to, now they have missed out of profiting from me.

  SINCE THIS SERVICE ISN'T AT ALL FREE.

  I didn't show out, to make a person not want to help.

  I SIMPLY REFUSED to be blamed when the MISCOMMUNICATION ISSUES AND TECHNICAL ISSUES WERE INTERNAL.

  They wanted me to sit an be spoken to like they are my parents.

  I am 48 and don't have the time to be dealing with clowns poorly operating an organization that should run better.

  WISH ***** that was my focus but after 3 appointments, two were missed and the last one was still with the wrong people.

  To be in a zoom meeting and watching a manager request for an agent to schedule me for 04/17/2024.

  It is something I wouldn't miss or forget since my Birthday is 04/16 and that was the reason for it being on the 17th.

  We were fully aware if the appointment date and ****** was the person who were supposed to schedule me.

  CSNV is so sloppy and rude on the phone and fail to do something as simple as schedule me.

  I need my complaint to made public.

  I have contacted Trust Pilot, FTC and AG.

  I want them to be a better company.  It's not that hard to be nice, to follow up, to communicate, to schedule and to make a phone call.

  Not hard at all.

  Anytime a company prefers to play the ***** GAME instead of OWNING their mistakes is a company I will never do business with.

  They are not to be trusted if you cannot own your mistakes and correct them.

  Business Response

  Date: 05/17/2024

  Community Services of Nevada is a 501 (c)(3) nonprofit organization that provides education, housing counseling services and provides guidance with down-payment assistance programs for those that qualify under the *** AMI 80% medium income.  

  On March 16th, ****************** attended the homebuyer education class. During this class, the instructor informed all students of the process to speak with an intake counselor that will provide orientation and follow up steps depending on each case. The instructor also specified the steps for potential buyers that were already working with a lender as this process is established in a different manner.  

  On March 19th, the intake counselor spoke to the prospective buyer per the scheduled meeting, who explained the correct and complete process for their specific case.  

  The purpose of the initial meeting, is to provide an orientation of our process and protocol. This meeting is crucial as we do have two different processes:  

  1) In this first process, the prospective buyer is new to the home purchase process and requires intensive guidance from an expert housing counselor/ financial coaching.  
  2) The prospective buyer has been referred by a financial institution or a partner in the community and has been pre-qualified by the financial institution.  
  

  ****************** falls in the second classification of these processes as she was referred by her lender (NACA). 
  ****************** did not follow the correct process as her lender needed to initiate the process of assistance request directly with our agency. Although the correct process was not followed, we still met with ****************** on March 26 to help her understand the process and requested additional documents from her.  
  

  Attached you will find our Lender Referral Form to request assistance for their clients.

  Given that ****************** was referred by ****, a financial institution, an expectation set by the intake counselor was set that once all documents were provided and down-payment assistance funds were available, she would be contacted by the home purchase counselor to set up a date / time.  
  

  ****************** was scheduled for a tentative appointment on April 17th  which had to be rescheduled because assessment and reservation of funding had not started for the fiscal year 2024.  
  

  On April 20th, downpayment assistance appointments were officially offered to homebuyers.  
  

  On April 22nd, at 12:58pm, CSNV home purchase counselor emailed ****************** to provide her a one-on-one appointment that same week.  
  

  On April 22nd at 3:49 PM (the same day), ****************** replied to the email declining any appointments.  
  

  The prospective buyer continuously scheduled appointments despite having been contacted by several staff members explaining that this was the incorrect process in her case considering we were still pending a Lender Referral Form from her lender (NACA) and funds being available for down-payment assistance.  
  

  ****************** has been extremely rude and disrespectful to the CSNV staff. However, we extend our best wishes to her as she continues to navigate her homeownership journey and provided information of organizations in the community that could assist her with the same process.  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21668167
  
  I am rejecting this response because:

  After following all procedures and that is APPLY, UPLOAD DOCUMENTS, SCHEDULED FOR THE WORKSHOP, SEND THE EMAILS DURING THE WORKSHOP TO PROVE 

  WE'RE PRESENT.  I have all of that!!! 

  I have a video of the last portion of the Workshop that shows ***** taking us through the portal and showing us how to schedule for an appointment.

  I FOLLOWED THOSE PROCEDURES STEP BY TYPE with a screenshot or email confirming my appointment to prove it.

  When CSNV FAILD TO CALL ME FOR MY APPOINTMENT, AS I STATED, I CALLED THEM.

  I spoke to **** who was rude but we spoke and she wanted me to email her and I have proof of that as well.

  She stated I would get a call back and I did not.

  I called again on 03/20/2024 and I spoke to **** who stated that I would receive a call and I did receive a call from ****.

  I explained everything to **** and by the way, the call was recorded.  **** stated, it's not my fault and that they are having TECHNICAL DIFFICULTIES and they are short staffed.

  I can prove that she stated that!  So the fact they they are LYING NOW ONLT PROVES GUILT.

  During that call with **** she stated that ***** is the counselor that should have called because she could see that I did have an appointment.

  She stated, no names are on the appointment as to who would be calling so the fact that ***** emailed me stating that I scheduled for ****** is 100% incorrect.

  I AGREED!  I was still angry even though she tried to clear the air by stating it was there fault due to technical issues and it was noy my fault.

  Again on a recorded call.  

  NOW SINCE THEY HAVE DECIDED TO LIE IN THE COMPLAINT, THEY ARE NOW BEING REPORTED TO THE ATTORNEY GENERALS OFFICE.

  I had to schedule another meeting since they failed at doing their part. 03/29/2024 is when I had that meeting.  As I stated, it did not include April.

  I don't choose who I have the appointments with and they know that. THERE IS NO OPTION FOR THAT AND THEY KNOW THAT AS WELL.

  I can only schedule and the correct person should call, and she did not!!!

  The meeting was ******, **** AND A 3RD WOMAN I AM GUESSING HER NAME WAS NYOMI or something like that.  She was Hispanic with a large birth **** on her skin. 

  THEY KNOW EXACTLY WHO I AM TALKING ABOUT.

  I asked during that zoom meeting where ***** is and they stated she's unavailable.

  BY THE WAY, THAT ZOOM MEETING WAS RECORDED AS WELL.

  MY CREDIT IS GOOD, I CHOSE THE WISH ***** FOR $29000 SO THAT I CAN CONTRIBUTE THE $7200.  

  THE ONLY HONEST THING CSNV SHARED IS THE **** THAT NACA DID REFER ME!  THAT PART IS CORRECT...

  I FOLLOWED ALL RULES AND I WATCHED **** ASK ****** DURING THE LIVE ZOOM TO SCHEDULE ME FOR 04/17/2024.

  They originally said 04/16/2024 but being that it is my birthday she asked ****** to schedule me for 04/17/2024.

  ****** decided to not schedule me!!!  I also have proof off that since I was so angry having to call AGAIN just to mention that I was not scheduled.  **** still being rude and this time

  interrupting me from speaking it turned into a BIGGER ISSUE.

  In one sentence, CSNV, RACIALLY PROFILED ME AND DISCRIMINATED AGAINST ME. 

  The fact that I can prove they just lied and as a matter of fact, THE **** THAT THEY EVEN BOTHERED TO LIE, SPEAKS VOLUME.

  I dodged a bulled when I decided to walk away!

  CSNV has BAD BUSINESS PRACTICES and I have proof of everything!

  It is shameful that they just lied in this complaint to not look so very incompetent and racist.

  HAD THEY DECIDED TO BE HONEST AND OWN THEIR MISTAKES,  I WOULD HAVE AT LEAST RESPECTED THAT.

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/04/2024

  Please review the Vidio clip, email, text message, and any email clips. I can provide additional information on request, but the number of attachments I can send is limited.