Priority Title & Escrow Lynnhaven Pkwy, Virginia Beach

Hi Matt, Thank you so much for taking the time to write a review! We appreciate the loyalty and kind words!

Thank you Mr. Teague for taking the time to talk to our COO about your experience. He appreciates your feedback and will use this as a teaching tool for our team moving forward. We look forward to working with you again in the future. Sincerely, Merissa Pence Director of Marketing

Hi Jon, Thank you so much for taking the time to write a review. We appreciate the positive feedback!

First, I deeply apologize if I came off as anything but professional. I’m a believer that “perception is reality”, meaning that if I gave you that impression or appeared to laugh anything off, then I clearly wasn’t reading the situation properly. My intention was not that of dismissiveness, but out of angst due to your ex-wife’s limited time frame. I sincerely intended to convey that everything was okay and that any clerical errors were simply that; typos. It’s funny how people view a situation so differently. I felt we were “cutting it up”, making McDonald's jokes, and talking about our daughters by the end of the closing. Once we wrapped everything up, I had a generally favorable impression of how it went. But clearly, I failed to pick up on what might be making you uncomfortable, as well as my deliver of subject matter. For that, again, I apologize. We have a long-standing relationship with your real estate agent and his firm because of our high service levels. But we’re not flawless. We’re humans, we make mistakes, and we are 100% committed to fixing any errors that we may be responsible for. Regarding the closing paperwork, it’s a bit of a complicated processes and I completely understand why it would be frustrating if I was in your shoes. We did not handle the buyer side of the transaction, and I believe that’s where a lot of the confusion comes into play. In a real estate transaction in the state of Virginia, the BUYER’S side title company performs the title search and the seller side takes instruction from the buyer side regarding title specific information. Once they completed the title search, the recorded deed showed you holding tenancy to your home as husband and wife. Although your divorce decree stated that the property was to be in your name only, a deed was never prepared/recorded transferring ownership to just you. And even with a copy of the divorce decree in hand, neither us nor the buyer’s title company would have known that she had a formal name change. Virtually all the paperwork that I had you sign yesterday came directly from the buyer’s title company. And to be clear, I’m not throwing them under the bus. Their documents were prepared showing the names that were on title. It was an early closing, your ex-wife was in a rush, and in an effort to save time, I felt it was most prudent to make manual corrections rather than request updated documents from the buyer’s title company (not knowing whether they could provide them to us in 5 minutes or 5 hours). Please understand that a lot of this was out of our control, there were slightly unusual circumstances, and my foremost motivation was to get your ex-wife out of there by her required time. As you stated, you and I have since spoke and I hope I’ve been able to provide you with some level of peace of mind and understanding as to why things went the way they did. I certainly was able to gain a greater understanding of your perspective, and I am thankful for that. Like I said, I can’t fix something if I don’t know it’s broken. Thanks for your objective advice. My team and I will use this as a learning opportunity. If you would like to further discuss things, please know that I’m always available and you have both my office and cell phone number.

Hey Rhett. I’m sorry to hear about your frustration with the settlement/legal doc process. As a veteran of the industry, I’m sure you understand the inner workings and what steps are taken in the process: A) Take your property out of the trust by recording a quit claim deed. B) Perform the closing and record the new deed of trust. C) Record another quit claim deed transferring the property back into the trust. With our operations center in VA, all recordation’s had to be done via UPS/overnight mail. Unfortunately, this just adds steps and time to an already archaic process. A majority of the lag time was waiting to receive the documents back from the courthouse. I was pleased to see my team’s responsiveness to your inquiries, but nevertheless am disappointed to know that we let you down. I’d love to have the opportunity to discuss the situation with you further, so I can understand how we could improve communication. Again, I apologize for the inconvenience and when you have a moment, please contact me at either 757-431-1001 or at [email protected]. Best Regards, Mike Steier

Mr. Motta – I’m sorry to learn that your experience with us didn’t go as you would have hoped. I spent the greater part of the morning researching this closing in an effort to make sure that we learn from any customer complaints and make improvements where we can. Your circumstance is a bit unique as you weren’t ultimately our customer; Our customer was a family member of yours. I now understand that you had worked extensively with the lender regarding this transaction, but we were unaware of your involvement. Mary and Christine worked tirelessly last night to help facilitate this transaction. They are great team members of ours that have been with us for years. I apologize if you perceived their behavior to be less than professional, but I can assure you that they have 2 of the best reputations for service in the business. I do however understand that it must have been frustrating to be involved in the transaction from the beginning and at the time of closing be told that we aren’t able to share the documents with you. Due to privacy reasons, we aren’t able to share personal information with anyone unless we have received direct written consent from the customer. To further add to the confusion, this was an afterhours offsite/out of state closing with the borrower in one location and you at another. Again, probably causing more stress since you weren’t physically able to be with your family member and the settlement agent. In reference to your comment regarding the email address… Since you wanted to review the documents and we weren’t legally allowed to send them to you, we offered to email them to your family member and then she could forward them to you at her discretion. We simply used the email address that was provided to us at the time we received the title order and we used it several times throughout the settlement process and corresponded with your family member without issue. Since this was an afterhours closing, she needed to receive the email via her personal account rather than her work account. Once we were made aware of that, we made the changes accordingly. I understand the process can be stressful and I can relate with my own personal experiences. It appears however that some of your frustration may have been misdirected. Closings dates and times are scheduled and/or canceled at the request of the lender. We don’t have any involvement in the underwriting of your loan, your closing date, or rate locks/expirations. I’m not working with perfect information here, but I was under the impression that the lender gave you a full credit to pay for the rate lock extension. But beyond that, I don’t have enough information to comment on this subject matter. I again apologize that this closing didn’t go as you would have hoped. The experience that you had is not indicative of our company’s values and culture. Please call me if I can help provide any further clarity. Have a great day. Mike Steier 757-431-1001