ComplaintsforHome Tax Solutions

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a tax loan from the company and paid in full on 3/14/2022. I was told that they will mail me in two weeks the original lien removal letter so I can go to court house and can get it done. I was keep waiting and after several call they email me that the document sent to title company on behalf of me.I never authorized to the Home tax solutions to send document to any company or person. They send the original document to title company it was unknown for me and the title company kept with them the document and never removed lien.It was sent to title company on 4/19/2022. After several phone calls and emails Home tax solutions call me and the lien was removed on 5/23/2022. What was the reason to send the original document to the title company I ask them several time but never satisfied me. As per them they don't share my privacy. Is it legal to send original document to any one without authorization? Can they pay me comapnsation for their big mistake? They provided me the title company information on 5/20/2022 ,I never ask them,I no need of the title company information because I never contacted,I even don't know who they are. Please help me in this matter.I will appreciate. Thanks.

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/06/29) */ Contact Name and Title: Trey ****, CEO Contact Phone: XXXXXXXXXX Contact Email: *******@hometaxsolutions.com Re: Response to Complaint received June 20, 2022 for Home Tax Solutions, LLC (Case #XXXXXXXX) We are writing in response to the complaint submitted by Fatehali ******** (herein, "the Client"), which was received on June 20, 2022 by Home Tax Solutions, LLC (herein, "HTS"). Please let us note that we take all matters involving our prospective and existing clients very seriously. Our mission is to respectfully serve and assist as many fellow Texans as possible. We hope that our historical track record demonstrates our commitment to that mission and our overall values. In this particular situation, we believe the issue stems from a misunderstanding by the Client and miscommunication of our customer service team. Below you will find a detailed outline of what transpired. March 15th - the Client entered our San Antonio branch and provided a payment to satisfy a payoff of his account. The process to prepare a Release of Lien (herein, "ROL") was initiated. April 6th - HTS received a call from Steward Title requesting the ROL to be sent to them, and they would be responsible for recording the document. The title company provided our customer service team with a ***** label to be used for mailing, as the matter was urgent. April 14th - The Client called HTS for a status update on the ROL process and he was advised that the document was currently with the department supervisor for final approval, and as soon as approved would be sent to the title company for recording. At no time did the Client express his disagreement with sending the document to the title company. April 19th - The original ROL was mailed to the title company, and its delivery confirmed on April 20th. April 21st - the Client called for an update and he was advised that the ROL had been delivered to the title company the day before. Again, the Client did not express any dissatisfaction with the process. Later that evening, he called back later that day to question why it had been sent to the title company and at that time claimed he was unaware it had been sent to them, but at no time was he dissatisfied. May 20th - the Client called requesting another update on the ROL recording, and our CSR advised she would call his title company for an update. At no point did the Client express that he was unaware of who the title company was, nor did he state he did not want the ROL sent to them. On speaking with Steward Title they stated the Client eventually did not close with their company and so did not proceed with the recording. May 23rd - the Issued was escalated to the Manager and the ROL was recorded by HTS and the original and recorded copy sent to Mr. ******** for his records. Generally, HTS records all ROLs in-house. However, due to the urgency of the matter stated by both the Client and his title company, we made an exception, as we wanted to satisfy the time-sensitivity of the matter and assist the Client above our usual scope. A recorded ROL is a document available to the public and does not contain private or sensitive information regarding the Client. We believe that HTS was making every effort and taking steps to provide the Client with his request within the timeframe desired. We did so while communicating directly with the Client regarding the ROL. Unfortunately, there was a miscommunication with the Client and our attempts to satisfy his request created frustration with the Client. That was never our intent, and we will continue to address the situation and adjust communications and expectations with clients, as needed. We appreciate the BBB's efforts in serving customers and our company, and look forward to a lasting, productive relationship with you. Please do not hesitate to contact me if you have any questions. Sincerely, Trey **** CEO

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