Complaints

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company had me write a check for a inspection and told me as long as I closed on the property the check would not be cashed and would in fact be destroyed and funds paid out of closing cost. I closed on property in Nov 22 and the funds were taken out of closing. Then in may of 23 they in fact never destroyed the check but in fact cashed the check and have been doubled paid. I've been trying to get my money back for over a month and have gotten absolutely no where but ran in circles. I want my funds put back into my account asap.

  Business response

  06/21/2023

  Thank you for sending this to my attention. For the record, while the letter says this is the "second attempt regarding this complaint", I have not received but this one.  Also, the letter from the BBB is dated June 15, 2023 and it was received in our office just today, June 21, 2023.  The letter requests that a response be provided within 7 calendar days.  I am doing my best to have a response to this completed by tomorrow but it may stretch into the next day or so as I want to make sure I have all of the information regarding this client's interaction here at County Corp.

  We take all customer complaints seriously. It is disappointing that this elevated to the BBB and was not submitted to my attention prior to this.

  Again, I will add to my response when I have received the information pertinent to this client from the staff who handled her account. I will provide a more detailed response shortly.

  Thank you.

   

  ***** ****

  President

   

  Business response

  06/21/2023

  As described by the client in her compliant, the client had provided a check in the amount $350.00 to the Homeownership Center of Greater Dayton to be used as a deposit on the home inspection necessary for the down payment assistance requested by the client on the purchase of her home at 3414 Piedmont.

  On May 12, 2023, the Homeownership Center of Greater Dayton, operated by County Corp, deposited the $350.00 inspection fee. This deposit was in error and should not have occurred because funds to pay this fee came out of the closing of the home. It was an oversight on our part that the check had not been destroyed and removed from a batch deposit before several other checks were deposited.  This came to our attention on May 17.

  On May 17, 2023, Julie Harris requested a refund check to be issued for the client. That day, a check #**** for $350.00 was issued to the client (see attached).

  Ms. Harris spoke with the client on May 18 to coordinate with her to pick up the refund check on May 18.  The client said she had the day off and wanted to stop by the office to pick up the check instead of having it mailed.  The client did not in fact pick up the check on May 18.

  Several staff members, including Ms. Harris, Ms. Katrina Caldwell, and Ms. Gurley placed phone calls to the client in the following weeks to coordinate getting the check to the client.  We received no response.

  On June 6, the check was mailed to the client.

  On June 12, the check cleared our account (see attached).

  We considered the resolution satisfactory as we immediately worked to issue a refund upon learning of the issue on May 17.   We have also adjusted our protocol to catch these issues in the future so that the need for a resolution such as what occurred with Ms. ******* will not be necessary in the future.

  Questions, please let me know but otherwise I will consider this issue resolved and closed.

   

  ***** ****, President

*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. ↩