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ComplaintsforGenesis Land And Title
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Complaint Details
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Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My complaint is that Genesis Land and Title, Pensacola, Florida, appears reluctant in providing copies of documents pertaining to the sale of my property. In July 2023, I sold a property located in Pensacola. The agent who handled the closing was Glenda *********, Escrow Officer for Genesis Land and Title. Recently, it was brought to my attention by my accountant that I needed a copy of the closing documents for my taxes. I was never given these documents. I called Genesis Land and Title on Monday, March 11, 2024, shortly after the office opened and spoke to Nicole Last Name Unknown (LNU). She said Ms, ********* was no longer with Genesis Land and Title. Nicole LNU said she would have someone else send the documents via email and/or call me before the end of the business day. I called back just before the office closed and was informed that the request to forward the documents was sent to Emily *******, Escrow Assistant to Brandi ********** However, Ms. ******* was about to go into a closing meeting and she would not be able to send the documents until the following day. On Tuesday, March 12 2024, I called Genesis Land and Title and was told by Nicole LNU that Ms. ******* was aware I wanted the documents and/or a return phone call. She would send another email to Ms. ******* as a reminder of my request for copies of the documents. On Thursday, March 14, 2024, I sent an email to Ms. *********, Senior Escrow Officer, in order to bring to her attention the problems I have had getting closing documents from Genesis Land and Title and ask for her assistance. I have not received the documents and no one from Genesis Land and Title and no one from this business has called me. The concerns that I have is that I will not be able to properly file my 2023 taxes without the information pertaining to the sale of my property in Pensacola and if I can’t meet my tax obligations, I may owe a penalty.Business response
04/02/2024
According to our records, the customer was present at closing and received a signed copy of closing documents at that time. We also have record in our system where Brandi ********* (no longer with Genesis Land and Title as of 03/26/2024) emailed a copy of the closing documents to the customer on 03/22/2024. It appears he still has not received them. I will call him directly immediately to rectify the issue. Thank you,
Customer response
04/02/2024
Complaint: 21451201
I am rejecting this response because:On April 2, 2024, I received a call from Kim ******** ***** (850) ********, regarding this matter. To my understanding, she is no longer directly employed with Genesis Land and Title, Pensacola, Florida, but with a business which overseas this title company. ******** claimed that she had recently reviewed Brandi *********’s (former employee) email and discovered a email from BBB requesting a response to my complaint. She wanted to confirm I received the closing documents which I initially requested on March 11, 2024. I confirmed that I received a copy of the settlement statement (not all the closing documents) via email from ********* on March 22, 2024.
On March 22, 2024, ********* called me since she had received the BBB complaint. She provided all kinds of bizarre and conflicting excuses to the reasons no one responded to my phone messages or emails. However, she agreed to send the settlement statement that my accountant needed to prepare my 2023 tax return. ********* claimed she would “overnight” the remaining closing documents the following day. I never received the remaining closing documents.
The issue I know have is *****’s response to my BBB complaint. She claimed that after review of the title company’s records, I was present at closing and received a signed copy of closing documents at that time. That is not the case. On July 27, 2023 at 9:00 am, I arrived to sign the closing documents as the seller. Shortly thereafter, drove home which is located in Fairhope, Alabama. The buyers (a married couple) signed the closing documents shortly before the title company closed for the day. Therefore, my real estate agent (also a resident in Alabama) and I did not get a copy of the completed closing documents when we left shortly before 10:00 am since the closing documents were not finalized until the buyers signed the documents. Genesis Land and Title did not email or mail the completed documents to me or the real estate agent.
Regardless, I do consider this matter closed. Based on this experience, I simply will not conduct business with Genesis Land and Title.
Sincerely,
Kevin ********Initial Complaint
04/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We closed on our home on 3/6/23. First we waited two hours. Then our closing costs were different from what we were told. We were informed our closer’s husband passed away the night before and our documents took a long time to get together. We closed. A week later my lender stated they did not receive the documents from Genesis. At least 5 emails were exchanged, they I had to get involved in, to get everything straightened out. Today, 4/27/23, I received a call stating that they missed a charge and wanted me to pay the bill. $575 for the survey fee. The bill they sent was in their name and I informed them that it has been two months and that all my closing costs were paid on 3/6 and I did not think they could ask me to pay for a service rendered on 2/13 that was not even in my name. I paid a fee of $975. I feel as if I did a lot of their work coordinating the documents for the closing, waited two hours past my closing time and now two months later am asking to pay bills not in my name.Business response
05/12/2023
This response is in reference to the complaint submitted by Mrs. Ann ** ******** and Mr. Shawn ******* ******** (further referenced as “buyer” in this response) pertaining to the closing for **** ******* *****, Pensacola FL 32504.
The survey fee of $575.00 was missed being collected from the buyer on the final settlement statement. The buyers did have to wait for some time in our lobby for the sole Escrow Officer to finish balancing with the lender and prepare closing documents. We apologize for this inconvenience.
Survey companies tend to show the title company as “Billed Party” so that they know where to deliver the originals for closing. However, the title company does not order the survey and is not responsible for the bill. In this case, the buyer’s real estate agent ordered the survey on the buyer’s behalf and has stated that the buyer agreed and was aware of the charge. The surveyor has since revised the invoice to show Mr. and Mrs. ******** as “Billed Party” (see attached).
Furthermore, the buyer signed an Affidavit and the Original Survey as acknowledgment of the Survey at closing (please see attached). Per the contract, the survey is the buyer’s financial responsibility and unfortunately was missed due to our short staff at the time of closing. Mistakes do happen and for that reason we have a compliance agreement signed at closing (attached).
We researched the lender’s attempt to email about the status of the closing documents. It appears that they were emailing the Escrow Officer that was out on maternity leave. That employees’ out of office notification was on stating who to contact in her absence. The issue was rectified when the buyer called and made our office aware that the lender was trying to get a tracking number.
Again, Genesis Land and Title Co LLC apologies for any inconvenience.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.