HomeWiseDocs.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

HomeWiseDocs has tried multiple times to contact this customer in an attempt to discuss this matter, however a return call has not been receivedDirectly speaking with this customer is of great importance, as the need for more specific details and additional information regarding the multiple
components of this complaint are essential in gaining a clear understandingThe provided opinion of HomeWiseDocs is not an accurate representation of how we conduct businessThe details that are listed within this complaint are in no way a manner in which HomeWiseDocs provides service.
HomeWiseDocs does not set the fees for the offered documentsThe fees are set by the respective management company and are in accordance with their respective state’s statuteHomeWiseDocs genuinely cares about it’s customers and each customer contact is handled with concern as well as professionalism.
With regard to this customer's suggestion that HomeWiseDocs is a “robotic company”, on the contrary HomeWiseDocs goes above and beyond to assist each customer in every way possibleOur Customer Support under no circumstances disconnects a call during interaction with a customer, nor are messages ever “thrown out”There is always a supervisor or manager on siteHomeWiseDocs has measures in place to provide detailed information to the supervisor or manager and a return call is made as soon as possible. All messages are forwarded to the appropriate party and any request to speak with a supervisor is honored within an adequate and timely manner.
HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner.
HomewiseDocs would still like to speak with this customer and try to assist in addressing her concerns

On September 7, I spoke with *** ** regarding her complaintI explained to her that the her tit** company placed the order under an incorrect association name of Oaks of Clayton HOA instead of Clayton ParkThe management company received the order on August 10, and had until August 24,
to process the orderHomeWiseDocs does not set fees nor transaction turnaround times, they are control**d by the management companiesHomeWiseDocs acts as an intermediary between the community manager and the requestorHomeWiseDocs relies on the community management company to communicate if there is a delay, if the HOA is no longer managed by the management company, or similar situations.On August 23, when this management company went to process the order, they noticed the error, and notified the requesting tit** company that the order was placed for the incorrect associationThe order was cancel**d and $was refundedI further discussed with Ms** that in her complaint she mentioned that her tit** company offered to decrease her closing costs by $due to the errorI stated that she may want to speak further to them, since it was their errorI apologized that she felt our chat representative wasn’t c**ar in explaining the situation to herShe stated she now understood the situation and was glad to hear that she was refunded the $previously when the order was cancel**dShe also requested I provide her the information in writing for her to discuss with the tit** companyI **t her know I would be responding to the Revdex.com for the complaintShe was satisfied with my explanationShe thanked me for the call.HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possib** to meet the needs of all customers in a friendly, efficient and thorough manner

Initial Business Response /* (1000, 17, 2016/02/05) */
The requester will be notified that they will receive full refund
Initial Consumer Rebuttal /* (2000, 19, 2016/02/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company offered me a full
refund, which I accepted

Initial Business Response /* (1000, 17, 2016/02/07) */
The requester will be notified that they will receive refund minus the optional request for a $expedited rush fee
Initial Consumer Rebuttal /* (3000, 19, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I paid the expedited rush fee for HomeWiseDocs to rush delivery of an official document package to expedite my home saleNot only did I not receive what I paid for in an expedited fashion, I NEVER received a valid document package from HomeWiseDocsThis resulted in my providing invalid legal documents to a buyer for a legal contract, which jeopardized my entire contractCondominium buyers in Virginia have a 3-day right of rescission to void a contract based on condo documents, the clock for which started ticking immediately after my realtor received the documents from HomeWiseDocs and sent them to the buyerAfter discovering that the HomeWiseDocs documents were invalid, I had to provide the buyer with the correct documents from my personal archive, which started the 3-day right of rescission period all over again, thus delaying my contract closing dateSince HomeWiseDocs did not provide the service that was paid for, they owe me a full refund of $It is unacceptable and irrational that they refuse to refund me for the expedited fee, when their failure to fulfill my order actually jeopardized and DELAYED my contract instead of expediting it
Final Business Response /* (4000, 21, 2016/02/15) */
HomeWiseDocs is a delivery serviceWe do not control the content or delivery timeframes as provided by the association management companiesTo close this incident we will refund the expedited delivery fee
Final Consumer Response /* (2000, 25, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

HomeWiseDocs has been working directly with *** *** as her complaint was not intended for HomeWiseDocsWe have successfully assisted Ms*** in working with her HOA to resolve her complaintsHomeWiseDocs was not responsible for her HOA fees as we do not collect HOA fees

On June 6, HomeWiseDocs Operations Manager, *** *** spoke with this clientHomeWiseDocs genuinely cares about its customers and each customer contact is handled with concern as well as professionalismAll messages are forwarded to the appropriate party and any request to speak with a
supervisor is honored within an adequate and timely mannerIn speaking with the client, our Manger was able to understand that the client was upset that the property management company processed a rush fee through HomeWiseDocs without telling the customerHomeWiseDocs refunded the $rush fee, as requested and resolved the complaint for Ms*** HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner

When the complaint was received from Revdex.com on 7/28/17, HomeWiseDocs went ahead and expedited her order. *** *** was then contacted to advise that her order was expedited and she should receive by end of business on 7/28/17. She stated she had received it from us and was
ecstatic. She stated that since she received the order as she had hoped, she no longer was requesting the refund. It was also explained to her that processing begins the next day after the order. Her order was placed at 2:pm which carries over to the next day as “day 1”. In addition, our processing timeframes are in the FAQ’s. She thanked me for the call and appreciated that we expedited the order
HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner

Initial Business Response /* (1000, 7, 2016/01/05) */
In order to obtain the requested document from our website the fee must be paid upfrontOnce the fee is paid the processing beginsThe order was placed and paid for on 12/06/and the order was completed on 12/10/at 8:amAll of
the above listed information was disclosed to Capital Funding Mortgage during the actual ordering process and agreed to by them prior to fully submitting the orderThe home owner *** *** contacted HomeWiseDocs on 12/2/and the process was explained to her in great detailMs*** also contacted HomeWiseDocs on 12/7/requesting to speak with the managerI called Ms*** and left a very detailed message for her on 12/7/at 2:53pm with my direct contact information to return my callI also contacted the Mortgage Company whom placed the order and left a very detailed message with my direct contact information since I was unable to reach the homeownerI again contacted the Home Owner and the Mortgage Company the following day leaving another detailed message with my contact information for both of themNeither party returned any of my four voicemailsThe documents needed to refinance a home do have a cost and that fee must be paid to obtain the documentationThis particular document requires excessive processing from multiple parties and is sent through quality control as the information needed must be current and correct for the loan processor to approve or deny the loanHomeWiseDocs did everything possible and adequately to assist this customer correctly and in a timely manner

This company is by far the worst company I've ever had to deal withI am in the middle of selling my house and unfortunately the first deal fell through on closing dayI now have a new buyer and asked if I could just submit the new buyer information instead of paying an additional $for the same exact documents that I ordered for the last buyerI was told that was not an option and that they do not discount for homeowners who have already purchased the documents less than months priorNeedless to say, I had to pay for the same documents that will likely take more than weeks to deliver an electronic copy of documents that haven't changed a single bitI would not even recommend this company to my worst enemyDo not use them if there are other options out there

Initial Business Response /* (1000, 16, 2016/02/07) */
These fees are related to the overhead necessary to maintain the information as well as the liability borne by publishing the information pertaining to the homeowners association and the property under that associationReal Estate
Professionals, Lenders, Title/Escrow Companies, and the Appraiser involved in the transaction all charge a feeLike these professionals, community management companies assume a high degree of liability for whatever is said, or published, regarding any real estate transaction
At times it may appear the fees are high but to protect the Seller, the Buyer, and the Association, very specific information is disseminatedUnfortunately, in the past the critical information was not always shared, and, through many, many lawsuits where buyers & realtors have sued sellers, management companies, the associations for not properly disclosing ALL information, DISCLOSURE became law in nearly every state
All community management companies have established time frames to prepare and deliver informationCommunity management companies receive a high volume of requests so they must have the ability to manage the workload and have the time to research and prepare all the necessary information to complete the requestsIf the request is urgent there is typically an expedite fee so that the community managers can appropriately assign resources and adjust schedules to complete the urgent requests per the time frame as specified by the requester
HomeWiseDocs has a fully managed Help Desk that is staffed to handle phone calls, emails and online chatOur hours are Monday - Friday, 6am to 5pm PSTRequesters also have access to our online knowledge base that addresses many of the most common questions

HomeWiseDocs was able to make contact with the customer and discuss the issueAfter research, it was confirmed that the requisite form provided to HomeWiseDocs by the property management company could be construed as unclear and possibly cause confusionHomeWiseDocs contacted the property
management company and requested permission to edit the wording on the form in order to remedy this situation and prevent any future confusionFurther, we have refunded the client her entire amount of $plus a $convenience fee, for a total of $It is of the utmost importance to HomeWiseDocs that the customers who use our product are happy and we appreciate the matter being brought to our attention so that we may rectify this situation for any future customersIt is our understanding that this customer was satisfied with the outcome and will be withdrawing the complaint

Customer Service couldn't advise why I had not received my Assessment Letter Request within 24 hours. The were useless in providing information or how to resolve the matter. I asked for a manger and the customer service refused and had a very smart mouth, advising me a "manger wouldn't process my docs anyway" and that it was my "responsibility to follow up on my order", which I had done twice in less then 48 hours from when I ordered it!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11720534, and find that this resolution is satisfactory to me although the situation is still not resolved.Sincerely, [redacted]

I needed a dues current letter from homewisedocs in April to complete the information needed for the sale of my home. I paid around $140 for them to produce a letter that said my association dues were up to date. The buyer did not follow through on the purchase of my home and I now have another buyer (2 months later). I was informed that I cannot update the information and change the buyer's name - but instead I need to make a new order (another $140) for the same letter with only the buyer's name changed. The letter would say the same thing - simply that my association dues are up to date. The idea of paying $140 for a company to produce a letter that says my association dues are up to date is - in and of itself ridiculous - but to then have to pay it again 2 months later because there is a different buyer -is outright fraud. Someone needs to investigate this type of business practice as this company is outright stealing from people.


Update to my previous review (from 6/22/16) : I was contacted by Homewise and they have since worked with me and the management company to permit a modification to my dues current letter to avoid having to pay the full amount of a new order. I am quite satisfied with how the issue was resolved following my complaint.

After additional attempts at calling the customer, we were able to make contact with her. We spoke to her in detail about her experience and conducted a great deal of investigation. HomeWiseDocs is very concerned that each order placed and each customer's experience is handled appropriately and respectfully. This customer's experience is in no way the manner in which we train our staff or conduct our business. We have taken every internal measure possible to ensure that all calls are being answered as quickly as possible and thereafter the customer and the order flow through the system in a seamless manner. We are sorry that this was not this customer's experience. Even though she did not request it, due to her inconvenience and time spent, HomeWiseDocs has refunded this client her transaction amount of $485. We hope that this will sufficiently convey our apologies and show that we are taking this matter seriously.

Initial Business Response /* (1000, 18, 2016/02/05) */
This order contains 4 separate documents that were purchased individually. Only 1 sentence of
1 of the documents is illegible. Page 11 of the Bylaws has the first sentence cut off. I have
received authorization from the management...

company to provide a refund for the full price of the Bylaws in the amount of $35.00. The full order of $125 would not be refunded as the remaining 3 documents are legible The payee will see that refund of $35.00 issued back to the American Express card within 3­5 business days. The management company has also been notified by HomeWiseDocs to update the Bylaws document.

Dealing with this company was not a pleasant experience. They demanded that we pay $150.00 plus a $5.00 processing fee for information on us to provide information to someone else (never stating who). To add insult to injury, I paid over over the Internet but never received a receipt of payment. I also requested information on who was requesting this information and requested a copy of information that was sent to this third party and have received no acknowledgement of my request or a copy of information sent to a third party. Need I say this is a money pit and an unnecessary so called resource of information gathering of people. I do not recommend using this service.

Initial Business Response /* (1000, 17, 2016/02/07) */
[redacted]Document Attached[redacted]
This complaint is not valid. The order was placed on 6/25. The requester did not use rush and was not required to as there is no rush fee if order is placed within 10 days. Actual completion date was actually ahead...

of expected completion date and no rush was required. The order was placed on 6/25/2015 and completed on 6/29/2015 ahead of the Expected Completion date of 7/10/2015. The community management company met is committed time frame.

I would like to withdraw my complaint filed #[redacted] against HomeWiseDocs.  
The mistake that was made was not the fault of this company and I am satisfied with the great service and research that was conducted on their behalf to assist me.   Please close my case without any...

negative impact to this company. 
 
Kind Regards,
[redacted]