Three weeks ago I went on a rant about the lousy service I got from the escrow officer at Fidelity National Title ( hereinafter referred to as FNT ). Well, as it turned out that escrow officer, who I really feel I should name, NEVER did call me to apologize for keeping me waiting so long and/or acknowledge that she received the paperwork that I took the time to hand carry to her. Well, today the agent for the Buyer calls me and tells me that the escrow officer needs a copy of the original [legible] paperwork along with commission instructions – **THE VERY DOCUMENTS THAT I HAND DELIVERED TO HER OFFICE 3 WEEKS AGO!
I was so mad i could spit nails
I told the other agent that not only did I already hand deliver the documents to her 3 weeks ago, but that I was so irritated by the shabby service she gave me that I took the time to blog about it. He asked me what to do and I told him to go to my blog and find the blog that I posted about FNTs (and that particulare escrow officer’s) crappy service and either read it to her or fax it to her. I told him that he needed to take care of it because if I had to contact her I would go off the hook! I guess she is just toooo busy with all the escrows she has [yeah right!]
It turns out that its not only the first impression that sucks with FNT and this particular escrow officer —- but the second impression as well!
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**correction - she wasnt requesting the documents that I hand delivered to her 3 weeks prior but rather original [legible, unsigned] copies of the documents I delivered.
5 responses so far ↓
1 Harold // Aug 22, 2007 at 11:34 am
Lazarus,
I’m sorry things haven’t worked out as it should have w/ Fidelity. I read your First Impression, and with the scarcity of deals right now, you would think that the little things, which go a long way right now, would’ve been taken care of. Thanks for sending me the info. I normally deal w/ Brandon Gonzalez at Chicago Title. He kicks major butt and I highly recommend him and his team at Chicago. (I am sorry to report they also have an office on Palm).
Take care,
Harold
2 R. "Lazarus" McAtee // Aug 22, 2007 at 12:20 pm
Harold,
once you find good escrow officer its probably best NOT to tell others, cuz if word gets out they might get swamped! I also have a great team over at Chicago Title that I go to [ names withheld for reasons mentioned above ]. I only have one gripe with them; since business has slowed downed they were consolidated into the new office on N Palm and a year or so after they first moved in there everything was a mess and I figured that since they made the move it would take them time to arrange things… but … last time I went to the office things didnt look much different: LOOKS VERY THIRD WORLD!
btw – thus far, its been a pleasure doing business with you.
3 Karen Ogletree // Aug 22, 2007 at 12:27 pm
I was asked to review this blog by the buyer’s agent and I would like to respond. First of all, you were over 30 minutes late when you arrived and I was with a client that had been here for sometime signing loan documents, I finished up as quickly as possible and immediately went to the front desk. I was then informed that you had waited about 10 minutes and left. I processed your paperwork and faxed to your office an acknowledgment of the escrow number and a request for additional information INCLUDING a legible copy of the contract, percentage of commission and contact information for your client. Apparently you did received my fax, your client called me a few days later to provide some additional information I had requested. But I never heard back from you. I have tried calling you several times and everytime I call I find that the contact information for your company is no longer valid and directory assistance does not have a current listing for your office either. I have tried e-mail but I have had no response. The contract did not contain ANY contact information for you. I apologize if you have been angered, however, if you had provided adequate contact information this situation may have been avoided.
4 R. "Lazarus" McAtee // Aug 22, 2007 at 4:35 pm
Karen, Karen, Karen,
Most of are forgiving folks, since none of us is without fault. The problem I see here is you’re reacting like a woman scorned with total denial and blame shifting.
You called me previously, so you must have my number. My business number is connected to a blue tooth which resides in my ear most of the working day (not when im in the gym or doctor’s office etc) I generally put my business card in every packet I deliver – did I forget to put one in on the packet I delivered Aug 1? My FAX is dedicated 24/7 and I did get your fax dated 8/03 at 3:22 pm — two days after I left the package with you. If you needed my phone number, why didnt you request it in your fax transmission. I never received an email from you. I do a lot of my business online and check my email OFTEN: no record of any email from you.
I concede that I had a former business number (for 19 years) that is no longer in service since I went cellulare and my business phone is now resident in my ear and my wife figured that since I have 2 DSL lines, 2 dedicated fax lines, a cellular and personal phone line that I didnt need another business line that mostly just got unwanted sales calls. I’m not sure what directories you use but when I put Lazarus Realty into Google I get this:
I Googled Karen Ogletree Fresno and this popped right up along with all you contact info here
If you really wanted to contact me I’m certain you could find me. And again, you had my fax number so you could have faxed me and requested my number.
As for putting me over 30 minutes late – dont you think your stretching dear? First of all, when you called me that day (oh, thats right, you called me that day — but you must have misplaced my number after that!) I asked how late you would be in the office and you said 5:00 pm. I arrived at the wrong office on Shaw right around 5:00 and called you immediately to let you know that I was at the wrong office. You gave me the directions to the N Palm office and I drove straight there. I would put my arrival time at approx 5:10 and I suspect what you are saying is that when you went into the foyer to check on me it was after 5:30 and I was gone.
There was no follow up call, no acknowledgment of receipt (until 2 days later by fax) no simple explanation as to why you were unable to see me. You could have had the receptionist explain your predicament with current clients or told her to inform me that you were occupied and could I please leave the documents, ANYTHING!
What you did in your response Karen was try to shift the blame to me and deny any breach of business etiquette. You end it by saying you apologize “if” and then conclude that the whole matter could have been avoided “if I provided adequate information” (cuz its really my fault anyway).
What I did was state MY FIRST IMPRESSIONS. Nothing you have said above changes my first impressions. The best way for ME to avoid a situation like this is simple: take my escrows elsewhere.
5 Brenda // Aug 22, 2007 at 6:44 pm
OK, Ok, Ok, I read it. Yep, First impressions are everything. 2 things I absolutely hate(lies and escuses). Yes we are all human, just own it and do better next time.
Have a great evening.
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