ComplaintsforHomeWiseDocs.com

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $35 for by-laws that were not provided, $35 for a Condo declaration that was not provided, $30 for a reserve study, and $20 for "other document", which was a statement by the condominium manager that I was missing a lightbulb in my dining room chandelier. I was then also charged $9.95 for using a credit card to pay.

  

  Business response

  09/06/2023

  HomeWise has researched this complaint and it appears that the property management company that manages the *** that Complainants unit is in partners with ************ for the purpose of electronically providing the required documents to closing agents and other requestors. ************ is not being paid the data and is not selling people their own information back. ************ is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner.
  
  Any charged fees are set by the management company after ensuring that pricing is in accordance with market guidelines and state statutes.  ***s do not often want the burden or responsibility, neither time nor legal, of this disclosure process so they contract with management companies, and therefore the fee in the transaction is passed along to the consumer. Ultimately, it is for the benefit of the parties involved in the home sale transaction. Lastly, Complainant references the credit card fee. The fee to use a card requires an approval and acknowledgement, and if it is unacceptable to the Requestor there are other means to pay at no fee. HomeWise can not properly address this desired settlement since this customer is requesting a refund for an amount HomeWise did not receive. That being said, customer satisfaction is important to ************ and we want to make sure that this customer understands how this industry process works and how the HomeWise platform operates.
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently sold my home that had an HOA that charges for releasing HOA documents to the new home owner. I reviewed my AMEX transactions and discovered the following duplicate charges from ************, based on the orders submitted by GROW ESCROW company:1) 7/19/23: $1,164.95 2) 7/19/23: $959.95 3) 7/20/23: -$1,097.00 credit According to ************:a) The correct charge amount was $959.95 (item 2 listed above)b) They claimed they are not responsible for the incorrect / duplicate order (item 1) that was submitted and later cancelled by *********** (**************)c) They only credited $1,097 to my AMEX, and refused to credit the remaining $67.95, citing that it was not their fault that the original order was cancelled by Grow escrow.This situation was not created by me, and I want the remaining $67.95 credited back to my AMEX.This was not my mistake and I am owed a credit for the difference in the amount of $67.95.

  

  Business response

  09/05/2023

  Dear *******, 
  I hope this message finds you well. We have received your recent complaint, and I would like to thank you for bringing this matter to our attention. We are committed to addressing your concerns promptly and ensuring a satisfactory resolution. 

  To assist us in investigating your complaint thoroughly, we kindly request that you provide us with more information regarding the issue you've raised. This additional information will enable us to better understand the details of your situation and work towards a resolution that meets your expectations. 

  Please provide the following details: 
  The Confirmation Number issued by ************ 
  The complete address related to the order 
  

  Once we receive this additional information, we will initiate a thorough investigation into your complaint and work towards resolving it in a timely manner. Your satisfaction is our top priority, and we are dedicated to addressing your concerns effectively. 

  Thank you for your cooperation in providing us with the necessary details. We value your feedback and look forward to resolving this matter to your satisfaction. 

  Sincerely, 
  **************************************;  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Over $20 in online convenience fees when theres no other way to make payment? Theres over a half dozen current class action lawsuits against this company for extortion, why are they still allowed to force these fees when theres no other alternative?

  

  Business response

  08/15/2023

  While this customer alleges that he was charged over $20 in convenience  fees, such is not  the  case. There is a disclosed $9.95 fee to use a credit card,  which he would have accepted, however this can be waived if the customer chooses to pay by electronic check or mailing in a check at no fee. The additional $12.00 is a fee for the Payoff Statement which is part of the Requestor's order. While we believe this customer is misinformed and possibly confused about the charges, customer satisfaction is a priority at ************ and if he provides his order details or confirmation number, we will refund the $20 in order to resolve this complaint, as requested.
  

   

   

  Customer response

  08/16/2023

   
  Complaint: 20369509
  
  I am rejecting this response because: There is no other alternative to pay. Their customer service did not provide any other alternatives and were threatening if I didn't pay that moment then I wouldn't receive docs in time to close. They said if that were the case and I still wanted to close on my house on time, then I would then need to pay even more to expedite docs because I didn't make the online payment same day. This is predatory.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am in the process of buying a condo. I requested documents and the transaction was cancelled by Homewise and they withheld $25 for fees. I didn't cancel the transaction, homewise did. I am entitled to my $25. The condo association no longer manages the condo that I am trying to purchase. It also took Homewise several days to notify me that the documents wouldn't be received which delayed my closing date. I would like my $25. It's a matter of principle and they didnt' do anything for me.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My **** ******* ****** ***** **** ******* submitted a request to HomeWiseDocs.com for Condo Association documents required for the processing/closing of my mortgage loan. He misidentified the wrong Home Owners Association for the property I was purchasing. The correct address was provided, but HomeWiseDocs.com made no attempt to contact us to identify the correct HOA. I was billed $461.95 for the placed order on 4/7/2023. I received an email that HomeWiseDocs.com had cancelled that order on 4/10/2023 and that I would be refunded for the order within 7 to 10 business days. The refunded amount was only for $315, with no explanation of why HomeWiseDocs.com thought it was proper for them to retain $146.95 for not providing any service and cancelling the order. I want the remaining balance of $146.95 returned to my credit card as no service was completed or even attempted to complete the service by requesting the correct HOA company for the address provided. This is an unscrupulous business practice and I should not be financially liable for a mistake made by a Loan Officer, with no attempt to resolve it by this company.

  

  Business response

  06/05/2023

  Prior to HomeWiseDocs being able to address and/or resolve this complaint with *** ********* we were noticed that he disputed the charge through his credit card merchant and received a refund of the full amount from his credit card company. HomeWise did not respond or otherwise oppose the disputed charge, and this matter should therefore be closed as moot. HomeWiseDocs takes customer service extremely seriously and we truly care that each and every user has a satisfactory experience on our platform. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning April 3, I used an online service from ************ to purchase a full HOA resale package/bundle. The price itself $275 plus fees is in itself exhorbitant but that is not the practice I want to report on. There were 3 options for when the documents would be emailed; the first one being same day by midnight for a $100 additional fee. There were two other options, one I remember being April 10 which was too late for my needs since my buyer needs this asap. I paid the $100. When I looked at email receipt carefully, it said it would be delivered by April 10 as a rush service. A bait and switch delivery date. If you look at the yelp reviews for this company, you will see many complaints.

  

  Business response

  04/24/2023

  This claim has been researched and ***********************, Senior Manager at ************ has spoken with this customer in an effort to resolve her concerns. We have provided her an additional copy of the receipt that she received after she placed her order which reflects that she did in fact choose the soonest rush option that is offered by this management company on the ************ platform (a 5 day rush-see attached). There was no one-day or same day rush option available, however her order was processed and returned to her within one day even though she placed the order and paid for a 5-day rush. There is actually no management company on the HomeWise  platform that offers a same day rush, so to recall placing such an order is impossible on the system, as it does not exist. Because customer satisfaction is a priority at ************, we listened to her concerns, and  although the documents she ordered were completed and delivered even faster than the timelines requested, rush fees in the amount of $90 have been refunded to this customer as requested in her dispute resolution request. We believe this dispute should closed and  resolved.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My issue is that I'm in the process of buying a condo, and the first broker I worked with paid ($356.95) for a questionnaire to be processed by them using my credit card. I switched brokers during the process, and the broker called and emailed Homewise to cancel the order.When the initial broker/processer called Homewise back for an update, they stated that they were waiting to hear from the management company and had not received a response. I contacted the management company right away, and they informed me that the order had been canceled. I then contacted Homewise and sent them the email (see, attached) I received from the management company informing me that the order had been canceled. However, their response to me was that, while the order had been cancelled, a refund would not be issued. I've never heard of a company being told that an order has been cancelled to then refuse to provide a refund. I'm requesting a full refund and filing this complaint to ensure that these practices do not continue when a company is notified that an order has been cancelled but refuses to issue a refund.

  

  Business response

  03/15/2023

  All placed orders placed on www.homewisedocs.com are final, and this is acknowledged by the individual placing the order, during the order process. The order belongs to the person/company that placed the order for the documents within their ************ account. If the buyer change lenders, they would need to place a new order to get the updated information.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid ******** OVER $600 for documents. Total rip off #1, but to top it off, the files they provided were materially incorrect. Homewise blames the **** the *** blames homewise. Homewise has contacts with ***'s that prevents them from providing me the correct documents. These materially incorrect documents cause my sale to fall through! Then to top it all off, they want $100 MORE to get the correct documents! I would take them to court, but it would cost me more than it's worth.I mean come on! The docs said the *** had exactly $0 in reserves, how can you say that's true?Completed ********************* Order - ************************ Ln # 6-H Confirmation Number V4DTXPJGV Order Date 02-06-2023 Completion Date 02-21-2023 Estimated Closing Date 02-24-2023

  

  Business response

  05/12/2023

  After researching this matter and further speaking with the management company involved, *** was able to understand what occurred thereby causing ******************** concerns. Although HomeWise had no culpability in the process, and **************** did not place or pay for the order (see attached), the satisfaction of every customer is extremely important and we wanted to explain the situation and attempt to remedy this matter for ****************, even though the management company has chosen not to. ***********************, Senior Manager Customer Success, reached out to **************** on two separate occasions to discuss and resolve this complaint, and we have not heard back. 

  Customer response

  05/12/2023

   
  Complaint: 19580416
  
  I am rejecting this response because: Noone ever reached out to me. Also, they say that I did not pay for the docs, that is incorrect. It was paid through our closing attorney, and we had to fund them during the closing. The original materially incorrect information caused the first sale to fall through, and we then had to pay another $50 on top of the original fee. A total of $671.90 was paid during the closing to the closing attorney to cover these fees. Again, I was never contacted either through email at ***************** OR by phone at ************. 

  I understand that this company personally did not fulfill the request, they were the ones who processed the documents and still should be able to verify these docs and not just say too bad when the documents were materially incorrect. Even the *** president was frusted because they could not just give me the documents due to their contact /w Homewise. The closing document is attached showing that these documents were paid for and reimbursed to the closing attorney who paid for them on behalf of myself and the estate. This while process was a nightmare.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Very disappointed in the service with Homewise. They take absolutely no responsibility when they miscommunicate or don't communicate and cause you to then have to pay a rush fee. All looked fine - I followed their directions because it was a new lot. Got an email that the address was being updated on their end. Their system shows correct due date of docs.Then I found out (when I contacted them) that they were not processing my order AT All. I had to re-order and pay rush fee - just excuses from them on how they do not set the fees. No, but you could step in a eat this rush fee yourselves because you DO control your communication, which caused the issue. Should not charge us the additional $100.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am a first time buyer, currently in an escrow for a townhome. My loan officer placed an order for HOA documents. I went into HomeWiseDocs.com without putting in confirmation number provided by my loan officer. The order was placed at 8:59pm on 8/8/2022 (BF247XKZQ). My loan officer communicated with ************ representative the following day 8/9/2022 around 7:30am. She explained the situation and asked for a transfer of payment to the order the bank placed. The representative initially agreed to offer that solution; however, I called again and received a different answer. ************ was unwilling to process a refund or cancel the order (the items were not even being shipped out on 8/9/2022). My loan officer and I got on the phone with the representative to re-explain the situation. ************ was not willing to listen and requested me to pay for the bank order again. So, now I am stuck with two HOA documents order. Please help me BBB!

  

  Business response

  09/08/2022

  I left a voicemail for *********************** today with hopes of receiving a return phone call to discuss her complaint. 

  I received a response from *********************** yesterday. She agreed that if we refunded her for her order, she would remove her complaint. I just received a refund receipt from our accounting department a few minutes ago that I am sending to *************** 
  
  Should I confirm with ******* on the email that this resolves the matter at hand and get her confirmation to remove the complaint, and then I can forward her email to you?
  
  Sincerely, 
    
  

  
  

  Customer response

  09/10/2022

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

*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. ↩