I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 9, 2015 To whom it may concern: In response to this customer complaint, we first want to apologize that the customer was dissatisfied with the service she received from our company. The issue that this customer had as it pertains to receiving a copy of her closing documents is not a...
common occurrence within our organization. This particular customer was a seller of a property and our company handled the property settlement. This customer/seller did not attend the closing and gave written authorization for their real estate agent to act and sign documents on their behalf. This customer already had some settlement documents in their possession prior to the closing including the 1099, deed to sell the property and settlement authorization that they executed prior to the settlement. At settlement the authorized agent (real estate agent) executed the settlement statement and a number of title affidavits on behalf the customer. These are the documents that the customer was expecting to receive and are normally sent within a few days of the settlement. There was a breakdown in normal protocol on this particular transaction and the documents did not get sent. In early September we received an email from the real estate agent asking about the documents and we were told that the agent was going to email the documents he had to the customer. This either did not happen or not all of the documents were sent to the customer. We received a call from the customer and the employee who was handling the matter mistakenly lost track of the request and did not complete it. We are very sorry about that mishap and have taken measures to ensure it does not happen in the future. When we finally reacted to the customer's request, her closing file was out with our scanning company. The files are safe guarded by the scanning company and procedures are in place so that we know where the files are at all times. Once these files are scanned they are returned to us and are then held in storage to be shredded at a later date. At any point in time we are able to either give a customer a copy of a document that was scanned or the original document itself if it has not been scanned. The only time this is delayed is when the original file is out with the scanning company and at no time will that original file be out of our possession for more than 10 days. This was an unfortunate case of two employee errors that first caused the documents to not be sent to the customer within days of the closing and then was exaggerated by a second employee that lost track of the customer's request for the documents. I will say once more that this is not a common occurrence and that two employee mistakes for the same file that cause an issue for a customer is so rare that we cannot think of another instance where this has happened. That being said, we have since sent the customer the documents they were looking for both via email and then a set to them was overnighted to them. We sincerely apologize for the mistakes that were made by our company and for the inconvenience this may have caused this customer. We will use this unfortunate situation as a lesson we can learn from as a training tool for our employees. Sincerely,Charles [redacted], Chief Operating Officer
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 9, 2015 To whom it may concern: In response to this customer complaint, we first want to apologize that the customer was dissatisfied with the service she received from our company. The issue that this customer had as it pertains to receiving a copy of her closing documents is not a...
common occurrence within our organization. This particular customer was a seller of a property and our company handled the property settlement. This customer/seller did not attend the closing and gave written authorization for their real estate agent to act and sign documents on their behalf. This customer already had some settlement documents in their possession prior to the closing including the 1099, deed to sell the property and settlement authorization that they executed prior to the settlement. At settlement the authorized agent (real estate agent) executed the settlement statement and a number of title affidavits on behalf the customer. These are the documents that the customer was expecting to receive and are normally sent within a few days of the settlement. There was a breakdown in normal protocol on this particular transaction and the documents did not get sent. In early September we received an email from the real estate agent asking about the documents and we were told that the agent was going to email the documents he had to the customer. This either did not happen or not all of the documents were sent to the customer. We received a call from the customer and the employee who was handling the matter mistakenly lost track of the request and did not complete it. We are very sorry about that mishap and have taken measures to ensure it does not happen in the future. When we finally reacted to the customer's request, her closing file was out with our scanning company. The files are safe guarded by the scanning company and procedures are in place so that we know where the files are at all times. Once these files are scanned they are returned to us and are then held in storage to be shredded at a later date. At any point in time we are able to either give a customer a copy of a document that was scanned or the original document itself if it has not been scanned. The only time this is delayed is when the original file is out with the scanning company and at no time will that original file be out of our possession for more than 10 days. This was an unfortunate case of two employee errors that first caused the documents to not be sent to the customer within days of the closing and then was exaggerated by a second employee that lost track of the customer's request for the documents. I will say once more that this is not a common occurrence and that two employee mistakes for the same file that cause an issue for a customer is so rare that we cannot think of another instance where this has happened. That being said, we have since sent the customer the documents they were looking for both via email and then a set to them was overnighted to them. We sincerely apologize for the mistakes that were made by our company and for the inconvenience this may have caused this customer. We will use this unfortunate situation as a lesson we can learn from as a training tool for our employees. Sincerely,Charles [redacted], Chief Operating Officer