Innovation Title Reviews (%countItem)
Innovation Title Rating
Address: 200 US Highway 9 Ste 300, Manalapan, New Jersey, United States, 07726-3072
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Address: 200 US Highway 9 Ste 300, Manalapan, New Jersey, United States, 07726-3072
Phone: |
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Add contact information for Innovation Title
Innovation Title Inc was the company assigned to me when I was closing on my house. Their ability to resolve issues is nearly non-existent and it is concerning. On the majority of occasions, I have been given grossly wrong information, primarily from Cheryl as that's who I have mainly worked with. There's an email chain where she just continuously gave out wrong information to the point where I asked her to take a step back and actually read what I was writing. It's as if, nobody is actually thinking about what is being asked and they just spew out wrong information as if it doesn't matter. This falls back on the consumer to either act upon the wrong information or attempt to correct on their own without the knowledge base of the person being paid to do this. In my interactions with others from Innovation, my experiences were similar suggesting the problem is within the company and not one particular person. It would appear that they are understaffed or there is some reason why they can't take the time to actually answer what is being asked.
has claimed our correspondence was insufficient. Please note, your letter was the first time discontentment was brought to upper management's attention. Upon receipt of your letter, the company owner, and I reviewed all of the emails exchanged (which we are happy to supply upon your request), and we have all determined our staff members, including Cheryl S to have maintained a professional and pleasant tone throughout. We would also like to note attorney, was privy to the email correspondence, and, upon following up with him, let us know he had no issue with how we handled the transaction. Historically, in the title insurance industry, when a potential insured elects to change their homeowners insurance carrier the day before closing, (typically selected weeks before the closing date), a domino effect is set off. This last minute scramble to recalibrate the Closing Disclosure fees and related documents occurred when elected to do just that. During the scramble to ensure she would close on time and, we would adhere to compliance standards, we did our best to accommodate the change, and her requests. We would also like to note that her concerns noted in the description provided in your letter could have easily been assuaged, if she had requested during her transaction to speak to our Title Officer or to our Owner. Both are able to clarify clients concerns to their absolute satisfaction. A call to either of them was never made by Overall, a claim by a consumer who is willing to provide written correspondence to your organization, in lieu of placing a call to our management staff directly, leaves us confused, especially because she has requested direct contact with us as a mode of settling this matter.We value the relationship we have with all of our clients and insureds. We make a concerted efforts to assure clients they are our priority. If Ms. Russo would like to speak to us about this matter directy, we are happy to receive her call.
Complaint:
I am rejecting this response because:
With all due respect, when I had requested my HOI company to be changed, the first thing I asked is if it would cause any problems with closing, in my email to the mortgage company. (see attached). So attempting to blame the consumer in that way is irrelevant here. I was told by the mortgage company that everything was appropriately updated.
My complaint was never about professionalism or politeness. My complaint is strictly that all along in my interactions with Innovations, I have been given wrong information. It has been time consuming and has fallen back on me to figure out not only the initial problem but the wrong information that I have been given, why its wrong and then coming up with an answer on my own, with no background in this field. A few examples of my interactions are as follows:
1) I was told that I owed 9$ to the title company in light of the HOI not being correctly changed. I had inquired whether I could send a personal check to Cheryl rather than a bankers check because it would have been very difficult with my work schedule to get to the bank. It took from December 5th to December 9th working with Cheryl to get any type of answer to this simple question, the answers made no sense or didn't address the straight forward question. We emailed back and forth multiple times and multiple times I received wrong information. It was Cheryl that told me I owed $90 and not $9. I had to ask multiple times why this was when the mortgage company is saying 9$. Her response was that "her file says $90" with no explanation. I then broke it down for her and she responded, you do not owe $90 but never said how much I did owe so I emailed her again because my whole point in sending any of the emails was to resolve the issue and not have an outstanding balance. Then she told me to call her, I did, she said that I was correct and that actually Innovations owed me $81. I then asked for this to be put in writing out to the group. How, in the matter of 4 days, did it go from $9 to 90$ to no you dont owe $90 to actually we owe you $81. If I have had never gone back and done all of the math and asked so many questions, surely I would have ended up with even more mistakes. I think your company needs to recognize that its very time consuming for the customer to have to try to figure out where these numbers are coming from when they're all wrong.
2) On Feb 15th, I was working on submitting tax forms to my accountant. I had received a tax form from the mortgage company but my accountant was requesting a copy of my closing documents. Because there were a number of versions of the closing documents in light of the HOI mistake, I had never received the final one or if I did it was mixed in with the pile of emails that went back and forth between attorney, mortgage company, and Innovations. I did check retroactively and never found what ended up being the final version so I do believe it was never sent to me. In any regard, Cheryl told me that I would receive a 1099. This is wrong information. It took me quite a while to figure this out after asking around and I emailed her to tell her that I didn't think it was right. Then she said, oh yeah, it's the seller that will receive the tax break and the 1099. That's not helpful to just spew out wrong information. It very much feels as if she wasn't even listening to the question from the beginning. Nonetheless, she said she would send the final copy of the documents. Low and behold, the wrong version of them were sent to me.Of course, I didn't know they were the wrong version and that's why I was asking for them in the first place because things had changed so many times. I figured it out because I crossed checked things with the mortgage company and it wasn't adding up. This was also time consuming and fell back on me.
It's very concerning as the consumer, making a large purchase on a home, where every number is accounted for somewhere along way, to work with people who in a matter of 5 days give multiple wrong answers. It makes me wonder what mistakes I didn't pick up on and what may happen down the line.
In terms of not reaching out to higher management, I did not think I would get anywhere trying to ask Cheryl to make this happen based on how things have gone all along. The phone is a central number so you end up talking with someone who isn't even at the location you're working with. Quite frankly, it was also simply my decision to do this. I have dealt with a lot of mistakes and didn't feel based on any of my interactions that anyone would take things seriously unless there was an outside company involved. It's truly been a nightmare of a process between the initial mistake made by the mortgage company with the HOI company to the Innovations not being even remotely helpful when I"ve sought answers.
Regards
I recently submitted a Revdex.com complaint regarding Innovation Title Inc. The company responded to this complaint and I was prompted to say whether or not I accepted this response. I clicked that I did not accept it as I was not happy with the content of their response. However, this closed out the case entirely and put that the "business contacted me but I was not satisfied with the outcome." My understanding is that the Revdex.com functions to facilitate communication between company and consumer but for me, it just seemed to close out the case after minimal communication. It's confusing, because the other option would have been to accept what the company's response and I took that mean that I am agreeing to what they are saying and happy with it, which at that point, was not the case either. I think the wording is very confusing for the layperson using the system. In any event, I wanted to reach out because in the company's initial response, I was left a phone number to call to speak directly with management. Once the Revdex.com closed out my case, I decided this was the best route to go. I ended up speaking with Ms. Chamas, the founder and CEO of the company. We were able to resolve the issue over the phone and I am happy with the outcome of our conversation. As such, I am hoping that the complaint status can be changed to reflect that the company responded and that I am happy with the outcome. I don't want the company to have a negative remark simply because I had trouble navigating the Revdex.com system. Would it be possible to update the status of the complaint to satisfied or perhaps to just entirely get rid of the complaint since we were able to correct the issue on our own?
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.
Regards