ComplaintsforNorthwest Title Family of Companies, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Title Company is the buyers selected title agency to close on a real estate deal wherein I am the seller. 1. Title Agent did not disclose an affiliated business arrangement with the buyer. 2. Title Agent is refusing &/or mishandling the closing funds transfer. Title Agent sent documents for time sensitive signatures& did not notify me for over 24 hours. Agent then put the wrong name on all 22 documents & then told me NOT to return them for closing after having them signed & notarized. He then told my realtor that I had not signed nor returned them. I had to drove 4 hours to confirm accurate execution of the transaction after all this. 3. Title Agent assured me that funds would be transferred within 7 hours of in a person signing. After 10 hours then reported that the funds had not been transferred, due to yet another typo. 4.Agent requested that I re-sign documents Id already had notarized & then requested even more submissions of documents that I had already submitted electronically. 5. Overall; 1. at the very least agent is either incompetent or 2. untrustworthy with personal data.

  Business response

  09/02/2024

  Hi Leia,

  I'm sorry you are having trouble with your real estate closing!  We strive to have proactive communication with all parties involved in the transactions we handle and it sounds like there is some significant discussion that needs to happen in order to help explain everything and improve your experience.  I have forwarded your information on to the managers of our teams in ************, in order to determine which team you are working with, and one of them will reach out to you immediately to talk through the process and iron out any dropped ***** on our part.

  Thank you for elevating your concern about the customer service you've had in one of our transactions.  I talk all the time with our teams about communicating thoroughly with all parties, especially given the nuance and complexity of all the different types of transactions that we handle, and on behalf of our entire company I apologize that your experience has been less than desirable.

  Jonathan Holfinger, ***** OLTP, NTP

  CEO, Northwest Title Family of Companies

  Business response

  09/26/2024

  Upon further investigation, we have located the transaction that Ms. ***** was involved.   Plese see my response below addressing each item identified in the initial complaint.  

  1.   No party in this transaction is involved with Northwest Title as an affiliated business partner.   For further information, Northwest Title is not an affiliated business or joint venture entity.
  2.   Buyer/Seller funds were not mishandled based on our established protocol.   The seller provided a signed document to us at the closing listing the bank account and routing number for the seller proceeds.   The seller proceeds were wired out the same day of the closing, 8/27/24, but were rejected due to an incorrect account number provided to us at the closing.   We contacted Ms. ****** and she provided the correct account number, and the funds were resent on 8/28/2024.
  3.   Our records indicate that the corrected wire instructions were provided to us on 8/28/2024 and the wire was released the same day.  
  4.   Ms. ***** was asked to re-execute documents due to a discrepancy with her last name.   The *** docs provided to us initially had her previous unmarried name, and we learned at the closing table that was not her current legal name.   There was some confusion at the closing table, having sent a remote notary to Ms. ***** to sign, the documents couldnt be reprinted remotely.   She indicated she was visiting family near our office and stopped in to re-execute the necessary documents.  
  
  We feel that our service and delivery of our product was acceptable on this transaction. 

  If you need additional information, please advise.  

   

  ***** Kitchen

• Initial Complaint

  01/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 12/23/2023, Northwest Title acted as the closing agent in my purchase of a house in Athens, OH. Its employees made repeated factual errors on the closing documents it prepared for the transaction involving factually incorrect information about me despite me having provided the correct information to its employees in writing multiple times prior to the transaction closing. The errors initially included incorrect prorations of property taxes and incorrect assignment of closing-related fees to me that were counter to the language in the purchase contract that was provided to the title company. Further, the title company's employees made factual errors related to my tax bill mailing address on the county conveyance form that I pointed out and that they assured me would be corrected, but they were not corrected before closing, which resulted in the wrong information being provided to the county that would prevent me from receiving property tax bills. Throughout the process, I repeatedly contacted ****** ******* in Northwest Title's office, who said she was a manager and working to ensure everything was corrected. However, she did not correct all the errors, denied she made any, and refused any remedy after the faulty closing.

  Business response

  01/12/2024

  Mr. Caplin,

  That's unfortunate that you had a poor experience with one of our offices that wasn't up to expectations.  As a company, we strive to provide clear communication, accurate documentation, and an overall positive customer experience.  We must have fallen short with your transaction, and I'm sorry that your experience wasn’t a positive one.  If you would like to discuss your experience in more detail, or if you believe there was an unresolved error or loss that you've suffered, please reach out directly to our Regional Manager, **** *****.  Her contact information can be found here: (link redacted).  Thank you for taking the time to share your experience through the BBB, and I have shared that feedback with the team that was involved with your transaction.

  Sincerely,

  ******** ********** Esq., OLTP, NTP

  Chief Executive Officer

  Northwest Title & Northwest Law

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩