Equal Justice Law Group

Thank you for drawing this issue to my attention.  Client satisfaction is of utmost importance to my practice.I was unable to respond to this complaint earlier because I was out of state, and during my absence, my key staff member who would normally have responded and resolved this issue was...

out of the office for over a week due to illness.I contacted Ms. [redacted] by telephone and explained to her that all of the documents my office prepared are legally in effect and are binding.  As a matter of practice before we deliver estate planning documents to a client, we record deeds and, when returned by the county, compile all documents into a binder and deliver them to our client.In this instance, there was a delay because Ms. [redacted] had the documents signed outside our office with a local notary instead of using our “in house” notary.  The notary failed to execute the proper documents which resulted in a delay for the deed at issue to be prepared again and then re-signed.  I have confirmed based upon my file notes that the correct documents were received, however, recording with the county is still pending.In order to satisfy Ms. [redacted]’ concerns, I explained to her that my office would compile the remainder of the documents into a tabbed binder and [redacted] them to her, and we would forward the remaining deed to her after receipt by the county.  Again, I reassured her that the recording of the deed is a formality and an added service we provide to our clients, but that the documents we prepared in the interim are legally effective.I believe she is satisfied with this resolution, and her complaint has been properly addressed.As a side note, I thanked her for bringing this issue to my attention through your organization because I need such feedback in order to know that a problem has occurred and that correction to our workflow or means of communication is necessary.  I also thank you for the same reasons.Please let me know if there is anything further you may need in order to assure that we can avoid any negative posting with your organization.

Thank you for your inquiry in this matter. We have reached out to the client regarding misunderstanding and feel the matter has been rectified.  If you have any questions please feel free to contact me at the links below. My extension is [redacted].Best regards,[redacted]

Review: On September 13th, I engaged the firm to create and file a family trust. They claim to have everything they need in order to file, but have neither called me back nor sent me a scrap of information indicating that they have done so. The only person who will speak to me is the secretary, who promises the earth, but cannot deliver.I had paid $600 up front, was asked for the balance reasonably early in the process, and paid it, (shame on me). I have left numerous messages, calls, etc., all to no avail and no longer have any leverage.Desired Settlement: If this is like most living trusts, it will 'present' as a binder or folder, with some sort of notification from Solano County that a filing has indeed taken place.

Business

Response:

Thank you for drawing this issue to my attention. Client satisfaction is of utmost importance to my practice.I was unable to respond to this complaint earlier because I was out of state, and during my absence, my key staff member who would normally have responded and resolved this issue was out of the office for over a week due to illness.I contacted Ms. [redacted] by telephone and explained to her that all of the documents my office prepared are legally in effect and are binding. As a matter of practice before we deliver estate planning documents to a client, we record deeds and, when returned by the county, compile all documents into a binder and deliver them to our client.In this instance, there was a delay because Ms. [redacted] had the documents signed outside our office with a local notary instead of using our “in house” notary. The notary failed to execute the proper documents which resulted in a delay for the deed at issue to be prepared again and then re-signed. I have confirmed based upon my file notes that the correct documents were received, however, recording with the county is still pending.In order to satisfy Ms. [redacted]’ concerns, I explained to her that my office would compile the remainder of the documents into a tabbed binder and [redacted] them to her, and we would forward the remaining deed to her after receipt by the county. Again, I reassured her that the recording of the deed is a formality and an added service we provide to our clients, but that the documents we prepared in the interim are legally effective.I believe she is satisfied with this resolution, and her complaint has been properly addressed.As a side note, I thanked her for bringing this issue to my attention through your organization because I need such feedback in order to know that a problem has occurred and that correction to our workflow or means of communication is necessary. I also thank you for the same reasons.Please let me know if there is anything further you may need in order to assure that we can avoid any negative posting with your organization.