Service Link LP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Service Link has evaded my questions in my original complaints.1. Please specify on Page 4, 13 (a) and (c), where does it say buyer shall pay seller's Wire fee, overnight fee and POA related fees? This section is regarding the owed taxes, HOA fee, utility bills related to the occupied property etc. not to be paid or prorated to be paid by the seller. It's not about to have buyer to pay for whatever seller's specific requested services. Say, if the seller wants its money to be wired to 1000 different accounts, you, as the closing agent, will just simply pass the bill to the buyer for their 25k wire fee? These fees are not property sale related, but rather seller requested service. Whoever wants specific service, who is responsible for their own demands. 2. Please see the attachment regarding the seller pays the owner's policy and Title search fee ( page 17 of the contract,, it has been pulled out here for your convenience). YOUR agent, till this day, is charging the buyer this search fee + update fee regardless of what is put down on the contract. HUD-1 from Ms.  Carla.C[redacted] is also attached for your reference.3. I might have missed it in the contract, but please help me find in the contract where does it say when the seller does not want to honor the items which have been previously agreed upon/advertised on, it is the buyer's default, as YOUR closing agent so readily and professionally made such judgement?
Regards,
[redacted]

On behalf of ServiceLink, I'd like to apologize for the inconvenience and frustration Ms. [redacted] has experienced in trying to resolve her real estate closing.  We have gotten in touch with her and are working to diligently to resolve her issues directly. Should you need anything else,...

please let me know. Eric E[redacted]Chief Regulatory and Compliance Counseleric.e[redacted]@svclnk.com

Revdex.com:
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]

Thank you for the opportunity to respond to this complaint.  I apologize for the inconvenience caused by the delay in recording the deed to this property.  I can confirm that it has now been recorded, at Book [redacted], Page [redacted], in the [redacted] County Recorder's Office.  A copy is...

attached.Please let me know if you need anything else on this. Sincerely,Eric E[redacted]Chief Regulatory and Compliance [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We had two lenders and when asked we responded within the day telling Manda which lender we were using (this was two weeks before the closing). Manda was not reachable for a week and half before closing. We closed on the 18th but didnt get keys till the 20th because the deal wasn't funded and seller wouldn't release the keys.We paid over $1000 in storage and hotel costs
Regards,
[redacted]

Date Sent: 8/17/2015 12:00:00 AM ---------- Forwarded message ----------From: [redacted] <[email protected]>Date: Wed, Aug 12, 2015 at 11:23 AMSubject: Complaint ID: 10761542To: "[email protected]" <[email protected]>Hi,Thank you for your involvement.  The check was received by our attorney today, so no further action is needed on your part. Regards, [redacted]

Dear Ms. [redacted]: Ms. [redacted] we appreciate your letter dated November 15, 2014 inquiring into the facets of Ms. [redacted] complaint against ServiceLink Field Services LLC., arising from services performed at [redacted]...

[redacted]                        ServiceLink Field Services LLC has reviewed its records and based on the findings a response was sent to Ms. [redacted] on Friday November 14, 2014 regarding the denial of her claims. The second time the contractor went to the property he reported the property was unsecured upon arrival.  I have attached a copy of the e-mail sent to Ms. [redacted] along with page 7 and 8 of the mortgage document regarding property preservation, and the contractor’s statement.              Should any further communication be necessary from ServiceLink Field Services LLC, please do not hesitate to contact me.                                      �...⇄ Very truly yours,                                                                           [redacted]                                 ...⇄ Claims Analyst, II

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you Eric F[redacted] for responding so quickly and taking immediate action. Also I would like to thank Gladys F[redacted] for her concern in verifying the package was received.  I appreciate both of your help.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I FINALLY received a response from Service Link and worked with Mona who was EXCELLENT.  I have been told the deed has been recorded and the property taxes were paid by Service Link. I am awaiting a package with the confirmation and copy of the deed.
Regards,
[redacted]

Case #: [redacted]I worked directly with [redacted] and his attorney to resolve this complaint.  We provided a property survey at no charge to Mr. [redacted] and issued his title insurance policy as requested.  His attorney has not indicated any dissatisfaction with our resolution.

I am Regulatory and Compliance Counsel for ServiceLink and, in that capactiy, am authorized to respond to this complaint.  The deed Ms. [redacted] references was recorded on July 23.  The original will be sent to Ms. [redacted] once we receive it back from the County.  I sincerely...

apologize for the delay and frustration Ms. [redacted] has suffered while this process has been ongoing and am assured that she will be kept apprised of all developments as they occur going forward.

On behalf of ServiceLink, I sincerely apologize for the delay in returning this earnest money.  I confirmed that the check was delivered by UPS today to the law firm of [redacted].  Again, I apologize for the delay.  Should you need anything else, please do...

not hesitate to contact me.Sincerely,Eric E[redacted]Chief Regulatory and Compliance CounselServiceLink

ServiceLink apologizes for the issues that Mr. [redacted] is having with the payments of his accounts. ServiceLink, issued the checks at the direction of [redacted] Bank as part of his refinance transaction. As we are not privy to the information regarding the accounts that are being paid, we...

included as much information as possible as provided by his lender in the Closing Instructions. The checks were sent to Mr. [redacted] and should have been sent to the creditor along with a copy of his most recent statement so the account could be properly credited. While we are happy to assist Mr. [redacted] in any way possible, we do not have the statements, thus we are not able to submit payment directly to the creditor. As the payment of these items were a condition of loan we are also unable to issue the funds payable to Mr. [redacted] without written authorization from his lender.

While ServiceLink performed valuable services for its processing and quality control work on Mr. [redacted]'s appraisal, in an effort to settle this matter, it will refund the $160 difference.  Please allow 7-10 days for us to process the check and have it sent out. Thank you. Eric E[redacted]Chief Regulatory and Compliance Counsel[redacted]

Thank you for your follow up letter.  The $1,373.13 mentioned by Mr. [redacted] is made up of:Owner's Title Policy:  $719.65Lender's Title Policy: $283.52Settlement Fee:        $300.00Document Prep:       $45.00Mortgage Update:     $25.00The Seller paid for the Owner's Title Policy, shown as a credit in the amount of $719.65 on line 205 of the attached HUD-1 Settlement Statement, so we are unable to refund that amount.  In addition, [redacted] state law prohibits us from refunding the cost of an insurance policy once it has been issued.  (See ** Insurance Code 11-407(b))  However, ServiceLink is willing to refund the fees it can, which are the Settlement, Document Prep, and Mortgage Update fees, for a total of $370.00.  If that is acceptable to Mr. [redacted], we will issue the refund check and mail out as soon as possible.Thank you.[redacted]Regulatory and Compliance CounselServiceLink

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Further to the  release of [redacted]………..      We would like to request the refund of our earnest money, deposit money.   On October 11 2017,  the seller, the seller’s closing agent and the seller’s realtor knowingly allowed the contract to expire on [redacted], without bothering to notify the purchaser of a new closing time and date,  attempting to the extend the contract – or giving the purchaser a clue as to what was going on.  The closing agent simply left the building after assuring the purchaser that the property would close by the end of business.  On October 12 the purchaser had no other option available but to retrieve funds  being illegally retained by service link.    Further, please see message below, received from Revdex.com (Revdex.com) from Service Link.   Please be advised that we have signed and returned the release papers.  We would therefore appreciate the return of our deposit – so that we may move on from this fiasco.    ‘Thank you for the opportunity to respond to this complaint.  We are unable to release the earnest money deposit until the buyers sign a termination and release of the sales contract.  We were informed that the real estate agent was taking care of this over a week ago, but we haven't received the signed release to date.  Once we receive the signed release, we will be able to return the earnest money deposit.’   Eric E[redacted] Chief Regulatory and Compliance Counsel
Regards,
Lisa Matusick

Thank you for the opportunity to respond to this complaint.  On behalf of ServiceLink, I apologize for the delay in getting this deed recorded.  I can confirm that it recorded on November 9, 2016 as Instrument #[redacted].  Please let me know if you need anything further on...

this.Sincerely,Eric E[redacted]Chief Regulatory and Compliance Counsel[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  (It's not satisfactory, but the issue is no longer in an 'open' state as my refund was eventually given.)
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My original letter from [redacted] (not retained) as well as the email attached contained the language, "Please note that this fee is subject to change
based upon complexity and/or a rural area."  This statement could be taken that the fee could be adjusted up or down based on various factors and does not state it is a locked in price that could only go up - there is no mention of additional costs to be incurred outside the cost of the appraiser which was $225.  In addition, once I questioned the refund due to knowing the fee charged by the appraiser, Patricia C[redacted] replied via email (attached), "Yes the appraiser's portion is 225.00 for their
service.  However, our company has to
make a profit on all appraisals therefore the additional 160.00 is retained by
Serviclink for processing charges."  In addition, the "quality assurance review" that is mentioned in the businesses response is also questioned as I received the appraisal directly from the appraiser and then soon after from a ServiceLink rep - not allowing for sufficient enough time for a quality review.  Finally, ServiceLink left a VM and an email to the appraisal to follow up to see if they sent the appraisal directly to me (attached).  This, to me, makes it seem like they panicked that it was sent directly to me allowing me to see the appraisal fee charged and therefore exposing their 43% markup of the actual cost.   
To assist us in bringing this matter to a close, we would like to know your view on the matter.
Regards,
[redacted]

ServiceLink has investigated this complaint and does not feel it is responsible for the delays.  As a result, ServiceLink will not be reimbursing the complainant for storage or hotel costs.