Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My broker recommended Charlottesville Settlement Company (CSC) I tried to have a conversation ref ********************** and they would not take my calls. I would find out, even though no known problems existed, they lawyered up refusing calls. I asked for a read ahead copy since I am a disable Vet and needed more time. *** stated they would provide but actually provided copies to the seller, not me (buyer) and had seller sign all documents before providing me a copy. *** dictated closing date I was not given a choice. The HUD-1 was incorrect and had to be fixed, multiple times. I also found out a few days before settlement the *************** (the first conversation I wanted to have) was a very poorly reviewed company. I did not want title insurance from this company; however, the broker and CSC corralled me contractually into using *** (before disclosing their financial relationship) and their 2 offered title insurance (both poorly reviewed), (which they profit from per disclosure after the fact) and I was left with no better option. I had asked several times for instructions to wire the funds. I received incomplete information which nearly blocked settlement, the bank ultimately saved settlement. The additionally refused to overnight closing documents until they are paid. Closing was on October 25, 2024 and I still do not have *************** binder, executed final closing documents, recording records etc. I have not heard from *** since. They have my money but I have no documents that they finalized settlement and recorded the documents with the county. Last week I asked for a Status and I have not heard from them. There are numerous other issues that occurred, essentially, they did not do anything they stated they would do.; I had to do all the work. This conduct is so egregious as to warrant me asking for a full refund and proof they properly recorded required documents rather than just pocket my money.

  Business response

  11/27/2024

  For more than 17 years Charlottesville Settlement Company(CSC) has prided itself on customer service. As a result it has an outstanding reputation in the community. From the inception of **** involvement, communication with Mr. ****** proved problematic. CSCs responses to Mr. ******* inquiries were uniformly rejected by Mr. ******* One of **** owners, a licensed attorney, became involved. Thereafter CSC required all further communications between the parties be in writing. *** met all regulatory disclosure guidelines. In fact, Mr. ****** was afforded attention above and beyond all requirements. We provided closing documents to him 7 days in advance of the closing date. Mr. ****** complained about each of CSCs two proffered insurers, ******* Title and Old Republic Title, both of which are nationally recognized to be at the forefront of the industry. He was notified via email as soon as we recorded and again a week later. Mr. ****** alleges that he does not have copies of the closing documents. CSC categorically denies this claim and is able to provide conclusive proof otherwise. The entirety of Mr. ******* complaint is without merit.

  Customer response

  12/07/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB is a fantastic organization fulfilling an important community mission.  For their mission to work, both parties need to be communicative and honest.  CSCs disingenuous response disrespects BBB and CSCs response is quite incredible and insidious.   Since Day 1, CSC would not take my calls and only would communicate via email making communication with CSC problematic.  So,I do concur with the unidentified CSCs responder that communications from the start were problematic, this was due to CSC refusing my calls. But yet, *** choose to proceed without notice.  Is it believable that a company would continue with a new client when they claim to have encountered problematic commutations on Day 1 requiring legal oversight? Smell test. The proposed documents received 7 days before closing and after the Seller had ALREADY signed her copies were dreadfully wrong: Hud1 showed $1,159.00 more they wanted me to pay than the final amount; Deed had to be redone with the correct information etc.  **** responder claims they have conclusive proof but they have not provided me any proof; sounds like a PR statement.  I remain without my final full closing documents. I can continue to identify their false facts and what appears to be more of a PR response than a desire to enter into peaceful conflict resolution. Grievances will need to be addressed in a different forum.  As a once licensed Realtor and as a buyer/seller of real estate over the years, my experience with Charlottesville Settlement Company has been, by far, the worst closing company I have ever experienced. I believe you should Beware of Charlottesville Settlement Company(CSC).   
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business response

  12/13/2024

  As sales are the cornerstone of **** business, its staff is extensively trained in customer relations.  The fact that *** has five branches and is approaching its 18th anniversary speaks to its success in managing customer relations.  Were it to act in the manner alleged by *** ******* CSCs customer base would have dried up long ago.  At closing *** ******* who had first secured and then dismissed the services of an attorney to represent him in this matter, signed an accounting statement (HUD) for the transaction which clearly set forth CSCs fee without objection.  *** ****** now maintains the accounting is grossly inaccurate (which begs the question as to why the seller signed if it was inaccurate).  Only after closing did *** ****** begin his campaign to avoid paying CSC.  It should be noted that *** ****** applied this technique to other relevant service providers with a great degree of success (in spite of contractual provisions obligating him to pay the realtors commissions, *** ****** cowed both realtors into to foregoing any commission and *** ******* surveyor substantially reduced its charge).  In no way was *** ****** mistreated nor given less than the professional service that *** provides to all of its clients.  In fact, given his contentious nature, CSC went above and beyond its normal efforts in affecting the closing.  It should be further noted that the amount *** ****** seeks exceeds the amount of the fee charged by ***.  His effort is nothing short of a bullying scam to avoid paying CSCs fee.  *** will not succumb to *** ******* strong-arm tactics and will continue to vigorously defend its well-earned reputation in all forums.

  Customer response

  12/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This yet again unidentified Charlottesville Settlement Company replier again disrespects BBB process by choosing not to address the issue but by going on what can only be described as likely actionable slander and defamation attacks against me; accordingly, I ask Charlottesville Settlement Company to remove from public domain their attacks against me. They are not privy to the actual facts and thus Charlottesville Settlement Company has gotten material facts wrong along with fiction. Charlottesville Settlement Company take notice. Who is the bully?  Charlottesville Settlement Company, thru my *********** Broker, that I put together a packet of papers to ***** to Mr.******.  They should arrive tomorrow.  (Monday, December 9, 2024 3:53 PM) In this correspondence, Charlottesville Settlement Company, admits they owe me at least a packet of papers, but yet I have never received such package.  Charlottesville Settlement Company unidentified responder chooses to rant rather than address when my closing documents and product ***************** will be provided.  We are just at two months since settlement and I have not been provided my closing documents and product paid for and I want a full refund.  This is the issue.  Has anyone out there gone to settlement and not receive a packet of documents at closing? Much less 2 months after closing.  Charlottesville Settlement Company failed to meet it obligations.  Even my Broker tried to influence Charlottesville Settlement Company in sending me the full [closing] package: I asked *** to send you the full package. (Sunday,November 17, 2024 6:01 PM) and yet I remain with out the package and product that I paid for.  A day before settlement, I asked then (and before) I have also asked for assurance that post settlement activities will occur. And Closing Manager, ******* S ******,for Charlottesville Settlement Company, responded on Thursday, October 24, 2024 1:41 PM: Charlottesville Settlement Company operates in accordance with all rules and regulations..  But yet I remain without closing package and product that I paid for.   Is it within the rules and regulations to take someones money and keep it rather than provide closing documents and product? Not in my book, hence this complaint. Charlottesville Settlement Company even documents that Title Binder will be provided at settlement in a document they ask me to sign which states in part: Title Binder:  I hereby acknowledge that I was presented with my title binder at closing. I had an opportunity to review the Schedule B-II with my closer. Charlottesville Settlement Company was supposed to,according to their own documentation, to provide me my Title Binder which I still do not have. Charlottesville Settlement Company responder seems like the type who will blame everyone else for their own short ******** and bully via slanderous attacks. It is very sad that Charlottesville Settlement Company refuses to provide services and products that were paid for.  As I said, this is by far the worst Charlottesville Settlement Company that I have had the displeasure of being associated with.  Looking forward to 2025. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

*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. ↩