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they charge too much. they do not provide full explanation of available documents and some docs they provide are aged. When you need to order extra document for the same project you will need to fill out their entire questionnaire again and sure pay again.
The Operations Manager attempted to contact and discuss the review. When reviewing the interaction between the reviewer and HomeWiseDocs, the reviewer chatted in with HomeWiseDocs representative and it was an ordinary interaction. There was no mention of any problems working with HomeWiseDocs nor was an order placed on our site for the address provided. HomeWiseDocs processes thousands of Questionnaires for Wells Fargo annually and we have a good relationship with them and no previous problems dealing with their staff.
HomeWiseDocs is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner. The management company handles updating the documents and is an easy request if one is out dated. In addition the lenders require questionnaires for specific property address so each one has to be ordered individually so that the information is specific to the address.
HomeWiseDocs*** is a TOTAL scam. As a lender, we rely on these 3rd party vendors to have property working systems and to deliver documents as requested for our clients. These orders run upwards of $300-$500 in some cases, where the only function of this service is to check some boxes on a form and provide a copy of their insurance policy. They habitually deliver incorrect information in documents provided, that do not match the original order. When asked to correct information, we are told that a new order must be placed to correct a name on a form. Manager, ***, does not care that HomeWise has a bad wrap and is getting***plaints left and right. She told me it was "fine" that I let HOA companies know about the consistent issues encountered during escrow transactions. There are other more helpful and more affordable providers out there, and I really hope that any HOA and management companies will reconsider before securing HomeWiseDocs services moving forward.
HomeWise Operations Manager, *** has left customer multiple voicemails and emailed customer requesting that she call to discuss this matter but she has never responded. HomeWise genuinely cares about its customers and each customer contact is handled with concern as well as professionalism. In this instance, the complainant contacted HomeWise via phone call to discuss an error that she claimed was HomeWise fault. It’s a selection made at the time of the order by the customer and HomeWise processed the order correctly. She was given instructions on how to modify but was not happy with the answer and proceeded to swear at the representative. HomeWise partners with property management companies for the purpose of electronically providing documents closing agents and other requestors. HomeWise is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner. While we are patient with the fact that people are often confused about the process and wrongfully blame HomeWise for their frustrations with fees, any charged fees are set by the management company after ensuring that pricing is in accordance with market guidelines and state statutes. This customer was unprofessional and abusive to HomeWise staff. Our representatives were helpful in providing direction with our website and ordering process. Had the customer called back the Operations Manager could have helped resolve her issue and frustration in obtaining the documents needed.
Their customer service is horrible. We spend thousands of dollars to condo docs and they will not provide the insurance agent's contact information even after we have paid for the documents. They keep saying we have to wait until the is order which means once the condo questionnaire is complete. This is usually several days later but we as the lender need to request an endorsed certificate of insurance so we need the contact information. Homewise has the insurance document in their database but will release this information before the questionnaire is complete. And when I ask to speak with a manager, the customer rep always says "Manager is not available". This company overcharges for documents and provides horrible customer service.
The information is on the Questionnaire and will be released in its entirely once the entire form is completed. This is standard practice as HomeWiseDocs is not authorized by our management companies to release individual answers. There are many requesters who misunderstand the HomeWise’s involvement in the process. HomeWise partners with property management companies for the purpose of electronically providing documents closing agents and other requestors. HomeWise is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner.
A price gouging entity. Poor customer service. I don't know why any association would allow their management company to use homewise. Management companies are paid to do what homewise charges excessively for.
I ordered from HomeWiseDocs some general HOA docs (available by law for free) and a unit-specific ledger for which I was charged $25. The HOA apparently refused to provide the unit-specific ledger because there was no 'proof' I was entitled to the info. However, when I placed the order, there was no request from HomeWise to provide such proof. Yet, HomeWise canceled my entire order without either: a) requesting proof; or b) sending me the general documents to which I was entitled. The response I got from *** on the chat was a less-than-helpful, repetitive "You need to place a new order."
The product delivered was inaccurate and not usable which could have caused my company to lose over $11,000. I had to go directly to the source for the correct information which actually took 3 attempts as well. The response given from them was:
"I show the order has been completed as of 1/17/19 as there are no refunds on completed orders. Since you stated you spoke to the management company for the correct information can you please advise the name of the person you spoke to? Once I have this information I can then reach out to them about this as we're provide the information for the questionnaires."
"HomeWiseDocs Response (01/29/2019 04:45 PM)
Hello,
Thank you for your response. I have sent a request to the management company about the refund for the order. Once I have a response form them I will email you.
Please let me know if there is anything else."
NOTHING HAS BEEN RESOLVED, NO EMAIL STATUS RETURNED EVERY TIME I ASK
Hello ***,
I have resolved the matter with HomeWiseDocs. They are sending me a refund for the $240.00 charge. All is good!
:)
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Like others complaining about this company, my experience was not a pleasant one. I had to purchase TWO Condo HOA Questionnaires from HomeWiseDocs since my lender asked for one format and then wanted a different format. Since I already paid for the format once, I tried to get a second copy in the newly requested format and was told no. I had to purchase the form again, requesting an expedite. The first time around, the 2 page form cost me $215.00 total ($130 for the HOA Questionnaire, $40 for a specific Lender form, $5 convenience fee, $40 3 day rush). I started a new order as instructed and this time, they wanted $255.00 for a two page HOA questionnaire ($130 for the HOA questionnaire base fee, $40 for a specific Lender form, $5 convenience fee, and $80 dollars for a three day expedite). This time, I had an additional option, I could have a 5 day rush for $60 more. When I purchased the condo 5 years ago, this form cost me $35 dollars from the HOA Management Company. Same HOA Management company now farms this work out to this less than desirable company. I am complaining to the HOA to have this company DROPPED. I encourage others to complain to their HOA's. Maybe if enough HOA's will cancel their service, things can change.
This whole website/company is basically a scam and it's a shame that HOAs are willing to work with them.
I was sent to them to purchase the Condo Questionnaire. It cost $160 (plus an additional convenience fee which I believe was $5). That in itself is ridiculous - all it is a PDF that they already have saved, I don't need to pay $165 for someone to forward me something they already have.
What makes this company extremely sleazy is that they said I would have to pay a rush fee (I believe it was $60 if I wanted it in a day or two and $45 for 3-5 business days) in order to receive it. I opted to NOT pay the rush fee, since I had over a month to closing. I got the order in less than 24 hours. I could not believe that a company could be this dishonest and this opportunistic. They probably rake in so much money off of these "rush fees" when they do nothing.
All of this is ridiculous. I cannot wait to be a part of my HOA and have them stop working with HomeWiseDocs.
I wish I could give negative stars. This company has had two opportunities to help me with basic levels of customer service and has completely abdicated its responsibility. Everything is either the HOA's issue or my issue. They just process the exorbitant funds, they're hands are clean, they can't do anything to help if any concerns or issues arise.
HomeWise Operations Manager, *** has emailed this customer several times requesting that he call to discuss this matter but he has never responded. Email is the only contact method that we have available.
HomeWise genuinely cares about its customers and each customer contact is handled with concern as well as professionalism. In this instance, the complainant contacted HomeWise via chat to inquire when he would be receiving the documents that were ordered on his behalf. There are many customers who misunderstand the resale document process and HomeWise’s involvement.
HomeWise partners with property management companies for the purpose of electronically providing the status letters to closing agents and other requestors. HomeWise is not being paid or paying for any data and does not receive as profits the amounts being paid by the requestors for their orders. HomeWise is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner.
While we are patient with the fact that people are often confused about the process and wrongfully blame HomeWise for their frustrations with fees charged, etc, this customer was unprofessional and abusive to HomeWise staff. Our representatives were helpful and kind to this customer and in response he stated, “it already feels like i'm being raped by paying $255 for a letter that costs nothing to produce. The fact that you guys can't do it for a week it ridiculous.” This is unacceptable, insensitive and intolerable. Further, it’s inaccurate. We would still appreciate the opportunity to discuss this matter with this customer to explain how the process works, clear up his misunderstanding and give him the chance to apologize to our representative Michelle, whom he disrespected in his chat session. We hope to resolve this matter in the future with this customer, but there was no issue on the part of HomeWise in this transaction and we have closed this matter.
The company responded by the info I request and paid for ($205) would not be available until 7/13 when I needed by 7/12. They said was eligible for a rush and the rush would get it to me in 3 days. So I paid the $105 rush fee only to receive the information in minutes. The deceitfully made it sound like I would not get the information I needed in time unless I paid extra. The escrow agent acknowledged this is a common issue with Homewisedocs. ***. I have no issue paying for the initial $205 service but I feel the rush fee was not needed.
Subject: Complaint removal
Please remove my complaint for Homewisedocs. Complaint number is ***.
Thank you.
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cell
My HOA forced me to pay this company $175 for them to write a letter to my townhouse closing- then this company charges an additional $5- when credit/debit card is used- I had no choice to pay $175 for them to say “. My HOA dues are paid up!” Even if they weren’t—— my delinquent dues would NOT transfer to the New Homebuyer - that’s what title work is done; no different than outstanding water bill- scam! This should not be allowed! Buyer has to pay for transfer and seller pays for closing —- which has totally NOTHING to do with the new homeowner- I was robbed
HWD Director of Customer Operations spoke with reviewer on 4/10/18. It was explained that HomeWiseDocs does not set the fees nor prepare the documentation listed on this order. We apologized that she received incorrect information from the Management company, and HWD has contacted the Management Company to ensure that accurate information is given to consumers regarding the process and fees charged in the future. The fees are set by the respective management company and are in accordance with their respective state’s statute. In this instance, the document that this customer was advised to order is needed for proper disclosure as coordinated by the closing agent for all parties involved in the transaction. It discloses more than just the balance of HOA dues, such as violations, collections, pending litigation and any other obligations that a new buyer would need to be made aware of. This document is for the protection of the buyer and the seller. HWD is merely the intermediary between the management company and the escrow agent, to courier the requested documentation in the most timely and efficient manner.
I am a mortgage professional and HomeWise is the slowest and most expensive service out there. They absolutely do not help you move your inventory faster. You have to wait two weeks for them to fill out a simple piece of paper and charge over $250 for you to wait two weeks. If you want it in a week you pay over $300 when many other companies get it done for $75 the same or next day. They are the slow.
This client contacted our customer service on 3/7/18 via email regarding when he would be receiving his order and the amount that he was charged. HWD customer service responded advising the customer that his order had been processed and delivered as requested, on time, the day before (3/6/18). All fees are set by the respective management companies and are in accordance with the Davis-Stirling Common Interest Development Act that governs common interest developments in California. See: Civil Code §§ 1351-1378. HomeWiseDocs acts solely as an intermediary between the escrow agent/lender and the community management company to transfer the requisite documents, similar to a *** or other courier. HWD Management has attempted to reach this client via email asking him to return email or call to discuss this review and resolve any concerns he has. He has not responded to our communication.
This client’s order was processed in a timely manner and was priced by the management company, in accordance with the rules and regulations governing the State of California.
It is unfortunate that he will not return our emails as HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner.
This company acts a 3rd party taking on a critical role of proving condo approval documentation to lenders for the purpose of obtaining a mortgage. This company has zero accountability to meet its obligation to fulfill this role and has thus not only delayed my purchase settlement but also cost me over $300 in fees from the lender. This company should be rated as highly as Revdex.com has provided. Look at actual consumer reviews all over the Internet and you will see what I mean. I have yet to have my documents back and now my settlement is delayed for 5 days. There is no one at the managerial level to respond to inquiries and the customer service staff is basically equivalent to an auto-responder. This should be not be a viable business, let alone a major factor in obtaining condo financing.
The customer is correct that HomeWiseDocs acts as a third party intermediary in between the lender and property management company in order to transfer the requisite information between the two, an electronic “FedEx” of sorts. Unfortunately, in this customer’s order the management company needed to review the order, which required additional time and caused an unseen delay. HomeWiseDocs attempted to reach this customer to explain the events that occurred in this order, that caused a delay and to apologize to him directly for what happened. We reached out to the customer on 12/19 and 12/22 by phone and left messages and again by email on 12/22 and have still received no response. HomeWiseDocs has finished this job and has refunded the rush fee, as requested. HomeWiseDocs makes every effort to respond respectfully, timely and efficiently to all customer requests. We value our customers and their satisfaction is our top priority.
My review is similar to other reviews and complaints that you see on here. I use Homewise frequently working for a title attorney. They are the lease efficient and my least favorite to use. I warn all management companies and HOA's I come in contact with against them. Their fees are far and above any that I have seen in the industry. Their idea of "business days" is different than anyone else's. They frequently miss their projected completion dates. Their online response is curt and unfriendly.
I am a believer of paying a premium to get a premium service, but Homewise falls short. You pay a premium for absolutely subpar service. My rating would be 0 stars if that were an option.
HomeWiseDocs has made every effort to locate any order that has been placed or paid for by this user and were unable to locate anything in the HomeWiseDocs system/archives. Further, management emailed the email address provided in the customer's review in order to address the customer's concerns and immediately received an email "bounceback" response that the email address was not a valid email address. HomeWiseDocs takes customer service and customer satisfaction very seriously and would appreciate the opportunity to address the concerns with this individual if he/she is in fact a frequent user of HomeWiseDocs.
Ridiculous over the top rush fees with additional convenient fees. Rush fee was 100% + more than the original charge.
HomeWiseDocs has made every effort to locate any order that has been placed or paid for under this customer's name and were unable to locate anything in our system/archives. Further, we emailed the email address provided in the customer's review in order to address the customer's concerns and have received no response back. HomeWiseDocs takes Customer Service and customer satisfaction very seriously and would appreciate the opportunity to address the concerns with this individual if he/she is in fact a customer of HomeWiseDocs.
This business has deceptive practices. I was asked to rush the order for Riata Ranch Home Owner Association (Cypress, TX) documents to close on the sale of our house, using a file number issued by the title company..
The homewisedocs website gives no options for rush. You must first place a regular order with payment of $75 plus $5 convenience fee! You get a response saying your order is accepted, then you are notified that it is available for RUSH service for additional fee. NO PART OF THE ORIGINAL AMOUNT PAID is applicable to the new order. For 1-day turnaround, you pay DOUBLE the original ($150), plus an ADDITIONAL convenience fee. One day service costs a total of $235, but there is no indication of pricing for rush service until you have paid the original $75. This is NOT a rush of the original order. It is simply an additional order.
There is no transparency in the practices of this company.
I purchased a hoa cert with them. The company requests your closing date for the transaction. Once you pay the company makes your actual closing date their due date as a result the lender does not have time to review the docs and the right of recession period is not taken into consideration. I placed one order to find out about this practice. After 2 days of calling a representative mentioned it would not be completed on until the closing date. As a result I paid $100 rush fee on a new order and the same problem existed.
When a questionnaire order is placed with HomeWiseDocs, the system prompts for the closing date to be entered by the requestor. The closing date is not determined by HomeWiseDocs it is determined by the requester. Allowing the requestor to input their own closing date assures in offering the best possible options for on time delivery. For this order, the order was placed on 9-26-17 three days prior to the closing date of 9-29-17. Because of the near closing date, the system offered a rush option to meet the expected delivery date per Mr. request. HomeWiseDocs fulfilled its obligation and delivered Mr. on schedule on 9-29-17 at 11:03 AM.
Additionally, we have no record of any communication with Mr. until 9-26-17 when he placed the order. We have tried to follow-up with Mr. via email and phone calls and he has not responded to any of our requests.
Complaint: ***I am rejecting this response because:
The homewisedoc system asks for a closing date. Closing date implies the date the escrow transaction is closing. This is misleading as it should say due by date or completion date Attached is the previous order that I had and the cancelation followed up with the new order with $100 rush fee. I called in 4 times and chat messages 2 times until someone disclosed that orders do not get completed until the date marked for closing
Sincerely
The CEO of HomeWiseDocs and Operations Manager talked directly with Mr. on Friday 10/13/17. We explained the process and reviewed his complaint. He advised us that he now understands the process and would contact Revdex.com to remove complaint.
I placed an order for a document that I needed for closing. The document was never produced because I cancelled the next day (upon order, the email states that the documents take 5 days to produce). To date, I have never received this document now I have collections calling me (5 months later) for a product that was not produced to me. Apparently the company states that it was sent to another office and not me. Now I have a collections agency calling me for something that was never produced. I file a complaint with my credit card company and they reversed the charges, since I never received the product. The purpose of the document was to prepare a letter to close on a property. The day after the order, the sale fell through due to a poor appraisal and the seller pulled out of the deal, so I never made it to closing nor was a closing date ever set. The letter was ordered 8 weeks in advance in preparation of closing but was cancelled the next day (within the 5 day window). The house was sold to a new buyer and they paid this same company again for the same letter that was issued and used at closing. Now, 5 months later I am also being contacted by a collection agency for the letter that was prepared for the new buyers. No one from the company ever reason out to me nor will they speak now-it was just simply passed on to another company.
I would like to withdraw my complaint filed #*** against HomeWiseDocs.
The mistake that was made was not the fault of this company and I am satisfied with the great service and research that was conducted on their behalf to assist me. Please close my case without any negative impact to this company.
Kind Regards
They are getting 1 star because 0 stars isn't an option. I am so dissatisfied with this company and I hope I never have to deal with them in the future. Their customer service is horrible and totally unhelpful. I placed an order on the 8th .... today is the 20th (the date that the order was supposed to be in) and they are "unsure" if the order will be completed today ......
HomeWiseDocs attempted to contact this customer to discuss her concerns multiple times via phone and email on September 21st and again on September 25th and we did not receive a response back. Our records indicate the order in question was completed at 8:40 am on September 20, 2017, the day that was promised. When the order was placed and paid for on September 8, 2017, there was a rush option available and the customer selected 8 business days. The customer received a confirmation during the order process which stated that the expected completion date would be September 20, 2017. She went ahead and proceeded with the transaction, confirming that date as acceptable. Further, the expected completion date is also included on the confirmation email that is sent to the customer along with two additional places on our website under “Track Your Order” and within “Your User Center.” Time-frames vary from state to state and depending upon what document(s) is ordered, HWD makes sure to provide the expected completion on all correspondence to the customer. In researching this order we found that our chat representatives responded to this customer’s questions via chat in a helpful and timely manner. During our review of this account, it was found there was an email sent to us on September 14th wherein our response was returned due to a bad email address provided. In that instance, our representative should have checked for previous correspondence to obtain a correct email address and make sure the customer received a response. We have addressed this issue to prevent it from happening in the future. Please understand that HomeWiseDocs does not set the transaction turnaround times or fees. Those are both set by the respective management company and are in accordance with their respective state’s statute. It is unfortunate that this customer was unwilling to respond to our calls and emails in order to discuss why she was unhappy, so that we can better understand what happened during her experience. We do know the the process of buying/selling a home can be stressful and HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner.
This company charged me $631 for 2 forms in order to sell my home. Rush fees are hundreds of dollars to get your forms in time for your closing. There is no customer service phone number. You have no choice but to pay exorbitant fees. This company is a scam.
The customer contacted us via Chat on September 7, 2017. He requested how to rush his order. The representative provided the information and the customer was not pleased that he had to pay for the rush. We do understand the process of buying a home can be stressful and expensive and our customer service representative did her best to explain the process. HomeWiseDocs acts solely as an intermediary between the escrow agent/lender and the community management company to transfer the requisite documents, like a FedEx or other courier. In addition HomeWiseDocs does not set the fees nor transaction turnaround times. Those are both set by the respective management company and are in accordance with their respective state’s statute. HomeWiseDocs services customers via Chat, Phone and Email. Information can be found under our “Contact Us” tab.
HomeWiseDocs absolutely cares about every customer and the Customer Support Representatives do everything possible to meet the needs of all customers in a friendly, efficient and thorough manner.