AmberGate Escrow Inc.

Dear [redacted],I am writing in response to your complaint filed with the Revdex.com.We opened and processed your first escrow for the 2 parcels in one escrow from 12-28-2016 to 1-12-2017. Neither escrow or title had any issue with there being 2 parcels in one escrow. We would have...

preferred to handle this transaction in one escrow.Citi bank, your lender, is who required 2 escrows. That was not necessary and your agent could have pushed back for you or you could have gone with another lender. We were told to split the escrow into 2 separate escrows and were provided with 2 new Purchase Contracts, one for each Parcel. So we followed the instructions and opened 2 new escrows. We did not charge double. Our escrow fee is based on the purchase price, so when the deal was split so was the price. The total escrow fees were slightly more than one escrow would have been, we did do 2 escrows and also most of the first one as well. It is unfortunate that your lender may have charged you more and that your lender, by requiring two loans did make you incur the price of two lender's title policies etc. but escrow did not over charge you.The Residential Income Property Purchase Agreement provided to escrow, did NOT include the Addendum "Tenants to Remain in Procession." The Income Property Contract does have some verbiage in regards to tenants and proration of rents, but without the Addendum which spells out if there are tenants, if there are rents and deposits, and that they are to be handled through escrow, escrow is not instructed to collect deposits or pro-rate rents. At no time during the escrow were we told by either agent, buyer or seller that there were tenants to remain and that we were to collect deposits or pro-rate rents. We did not know that the lender was asking for lease agreements. As such the escrow instructions (in all 3 escrows) that were provided to your agent for his review and were signed by you, did not show under pro-rations that we were to pro-rate the rents. There was no verbiage regarding the deposits. It is understandable that you did not know that was something that you should be looking for, that is why you have a Realtor.It is true that Paragraph 9 says: "Security Deposits: Security deposits, if any, to the extent that they have not been applied by Seller in accordance with any rental agreement and current Law, shall be transferred to Buyer on Close of Escrow." This sentence does not instruct escrow to collect deposits or to pro-rate rents. There are escrows where this is handled outside of escrow, there are escrows where the tenants are not staying or the units are vacant. Again, that is what the Addendum, Tenants to Remain in Possession, is for, which was not part of this contract.You were given an Estimated Closing Statement, which you signed. I would expect if you had a question about the amount of money you were receiving that you would have asked your agent or us at that time as well. It is unfortunate that you did not, we would have been made aware and handled this prior to the close of escrow.We were not made aware that there were deposits or tenants until 4 days after the close of escrow that took over 3 months to close. I immediately called the listing agent who told me that the deposits and rents were not part of the contract. (The Tenant's to Remain in Possession Addendum was not submitted), and that we handled the escrow correctly.It is beyond the scope of Escrow's job to advise you or interpret the paperwork for you. We are a neutral third party. Your Realtor has the job of helping you, if you don't understand.I am sorry that you were dissatisfied with our performance of this escrow, but we handled it correctly and ethically.Lori Brown Ambergate Escrow, Inc.

I am rejecting this response because:
Business owner did not make any attempt to satisfy the customer.  Instead, she blames me for not double checking their work.  I pay them good money and expect things to be done right.  Owner just acts ignorant and passes the buck to the next person pretending her company had nothing to do with me losing money and that they did absolutely nothing wrong.  This shows poor customer service skills.  The public needs to be warned to avoid this company.  They don't care about doing things correctly and satisfying the customer.  They just want to take your money and run.  Any problems, don't call them, you're on your own.