ComplaintsforPioneer Title Agency

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I originally refinanced my house late November 2021 and Pioneer Title was used, but for some reason I do not have copies of the documents and the follow-up documents that were supposed to be mailed. Additionally, I discovered when I requested copies of ALL documents related to my original purchase that there were far more documents provided to me than what I had received at closing and the electronic version that I received from my realtor a couple of weeks after closing was completed. I also noticed that some of the documents were missing even though my records indicated that we had emailed them to the escrow officer at Pioneer Title. Therefore, I am simply seeking to have a copy of all documents related to my refinance, but Pioneer Title is refusing to send them to me, even though there wasn't a problem before when they sent me the original documents related to my purchase. They are trying to make the excuse that they have provided me everything that I am entitled to, which is minimal documentation, that they also don't keep records of some things and that anything else will require a subpoena. I don't know what they are so afraid of or what they seem to be trying to hide or cover up unless they need to be named as suspects too. I have a right to this information; it's about my house/property/finances. This delay tactic could delay me justice and require me to incur costs that I cannot afford because I am a disabled veteran. It could also allow them time to change things and/or destroy evidence.

  Business response

  02/23/2022

  The customer complaint questions the completeness of documentation provided to them in the course of their real property purchase and refinance transactions with Pioneer Title Agency, Inc. (“Pioneer”). As Pioneer has repeatedly explained to them, however, all documentation typically provided to a buyer in a purchase transaction and a borrower in a refinance transaction was provided to them.  Other documents contained in a file that a buyer/borrower would not generally receive are those that include non-public personal information of a seller, that are relevant only to the seller/lender, or that involve internal communications of the escrow agent. To obtain these documents, i.e. the “entire file,” Pioneer correctly informed the customer that they could obtain a subpoena for the files. Pioneer also informed them that, while it does not retain copies of loan documents, they could obtain those from their lender.  Despite these explanations, the customer assumes that Pioneer is engaged in a “cover-up” and may “change things and/or destroy evidence.”  Pioneer strongly disputes these unwarranted assumptions, as well as all the customer’s other comments imputing improper conduct on Pioneer’s part.  To summarize: Pioneer has provided the customer all documents in both transactions that they would be entitled to receive as a buyer/borrower, explained alternative means to obtain any additional information they wish to receive,  and has retained, and will continue to retain, its files as required by law.

  Business response

  02/24/2022

  Pioneer strives at all times to achieve customer satisfaction within its legal and regulatory guidelines and has done so with respect to this customer’s demands, not only providing her documentation to which she was entitled but advising her on how to obtain any additional documentation and confirming that both of her transactions closed properly.  There is, unfortunately, nothing further that Pioneer can do to satisfy a customer who refuses to accept these facts.

  Customer response

  02/25/2022

  If a company truly strives to provide good customer service, then why wouldn’t they even address my response and how I was given false information about how to obtain the information that I needed from my file? Or how that cost me 5 hours of my time, which I could’ve spent earning $125-$150/hr. Or working on other aspects of my case for my house. I do have the conversation on recording demonstrating how I was given the false information and sent on the wild goose chase. Yet, they are unapologetic and act as if I’m just unreasonably demanding and cannot be satisfied under any circumstances. Feel free to close the case unresolved because clearly Pioneer Title doesn’t even want to be accountable for the fact that their employees gave me false information, wasted my time and money and oh yeah, by the way, according to their own staff attorney, their staff violated regulatory requirements by sending me a document that they weren’t supposed to and claimed in one of the emails that they had already sent me everything that I was “entitled” to. Yeah, the attorney said that on recording too.

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