According to their terms and conditions, The deposit is only refundable up to seven (7) days prior to the first date of my estimated pickup window. I called Eddie Subirats on 12/11/03 and verbally cancelled the order, which was 18 days prior to our window 12/29/03 and 12/30/03. Eddie would not give me a cancellation number, even though I expressly asked for one and said that my refund would be processed, and I would get my deposit back in 7-10 days.
I followed up with a E-mail and phone call to NMN customer service and Eddie Subirats on 12/18/03 confirming our verbal cancellation and reinforcing our request for a refund. In the phone call the receptionist mentioned that the order had not been cancelled yet, although Eddie said it had and would be in our account shortly. The next day 12/19/03 got a call from Walter Sanchez asking why I had cancelled. I just informed them that we were no longer moving. He assured me that he would personally process the refund and admitted that Eddie had not yet processed the refund.
12/23/03 I followed up with a call to Walter Sanchez. He informed me that he had processed the refund on Monday the 22nd, and that I would receive my deposit in 7-10 days 12/24/03 I spoke with the receptionist, and Walter was unavailable!! What a surprise. I was informed that my cancellation was processed 12/23/03!
They deliberately delayed processing our cancellation to bring it within 7 days of the move window!
Having read all the reports on this site I now know that we have a battle on our hands to get our money back. However, I take comfort in the fact that we were forewarned because other people posted their experiences on the web, and therefore we have lost a lot less than some. Their tactics are modern highway robbery - extorting monies from those who can least afford it. I hope that we the people can force necessary change in legislation and the law so that the government agencies that are supposed to protect us are empowered to do so.
