Posted by Brenda Frank on 4/23/13 10:38am
Msg #466704

FASS

I am seriously considering dropping work from FASS. The Escrow Officer sent me docs for someone elses loan of course last minute. When I arrived back at my office to pick up docs for this closing to find out they sent me docs for someone else's file. I called FASS and asked for them to add an additional print fee for their error. The Lady actually told me it was my responsilbilty to check and make sure I had the right docs and that she would have to get approval to add the additonal print fee. I said well if they don't approve it you can find another notary. I am not printing four sets of docs at this price. They are ridiculous!!!

Reply by notary4az2 on 4/23/13 10:51am
Msg #466709

I had that happen TOO MANY times and no longer take their signings unless I have absolutely nothing that day. Not only do they not pay very much (they have met my fees) but it is almost impossible to get through on the phone with them if you do have a situation with a signing.

Reply by A S Johnson on 4/23/13 11:01am
Msg #466711


This was the 1st signing service I worked for about 12 yrs ago. I did maybe 400 closing for them.
Don't fell bad, I was removed from the "White Glove" program 9 years ago and they would not tell why.

Reply by Brenda Frank on 4/23/13 11:05am
Msg #466713

I have been removed before but think the white glove status is a joke. It we are considered good enough to be on the white glove status then pay us thusly! My favorite is for getting in mark against me for the borrower making the check out to First American Title and they wanted it made out to First American Mortgage. Well maybe if there weren't to seperate instructions for their closings it would have been correct. I am surprised they are still in business. They make me so mad

Reply by notary4az2 on 4/23/13 11:16am
Msg #466716

I have taken hits for customer service not posting that I called in completions or late in calling the borrower when the appointment is days away. I have been removed from White glove a couple of times but they still call especially when they need someone to go where no other notary will travel.

Reply by TamaraCA on 4/23/13 12:38pm
Msg #466725

Wow, I can't tell you how helpful this discussion has been for me. I recently, actively sought them out to be signed up with them due to the fact that I have a friend that works in my local branch. I have not recieved any assignments from them yet. Good to know their true colors.

Reply by Brenda Frank on 4/23/13 1:12pm
Msg #466734

They actually wrote me up for saying I would not continue with this closing unless I was paid for printing documents that were for another file. I of course disputed it not that it will do any good. They put in the notes that regardless if I have to print docs more then once for any reason they can only pay me for printing docs once. I don't think so if you screwed up and I have to print more then once your are going to pay me. Seriously do they think that because we are notaries that we will roll over and do whatever they want us to do. I THINK NOT!!

Reply by Linda_H/FL on 4/23/13 1:30pm
Msg #466744

I'm not quite sure I understand this..

how did you manage to print docs that were not for your signing - didn't you check them? I'm not a SS (as some have accused me of being) but I have to side with FASS on this one...why did print docs that were not intended for you? And why should they pay you for YOUR oversight? Yes they sent the wrong docs - bad on them. YOU printed the wrong docs - bad on you.

Sorry, but JMHO

Reply by Brenda Frank on 4/23/13 1:36pm
Msg #466747

Re: I'm not quite sure I understand this..

The HUD was correct but the other documents where someone else's. So your telling me have time ever time someone sends you docs to check the entire package before you print. My schedule is to busy to make sure someone did there job right. If that's the case kudos to you. Escrow officers get paid very well and are paid to send me the correct documents. I understand mistakes happen but I am not going to eat the cost of someone else's mistake

Reply by Linda_H/FL on 4/23/13 1:43pm
Msg #466750

Yes, I fill my schedule so I have enough time to check

every package sent to me. Do I do 5 closings per day? No. The max I'll take for MY area is 3 - and only if pushed. I make sure I check every package - for me that's part of the job. I don't, and won't, print and run. Too risky.

Reply by ananotary on 4/23/13 1:47pm
Msg #466751

Completely disagree with Linda H/FL.

Some of us run a speedy, profitable (not saying your business isn't) that relies on multiple closings per day. We are last in line and I agree with the OP, we should not take the hit for someone else's mistake.

You run your business your way, that's fine, but doesn't make it the norm for others running their business with more closings, more clients. JMHO

Reply by Larry/IL on 4/23/13 1:51pm
Msg #466754

Part of my higher fees include.......

As a full time NSA that guarantees my work, I charge higher fees. Those higher fees include reviewing the documents before I print! If I had to guess I'd say 10-15% of the time there are mistakes or questions that arise before printing should continue. Sometimes a phone call is all that's needed and sometimes documents need to be corrected. I even review after printing because I have had instances where documents do not print as shown on the monitor. So yes it takes additional time and if docs are running late, than the closing is going to run late because I ALWAYS review before and after printing! It makes the difference between the quality of NSAs and there are title companies out there that use me because of this philosophy regardless of the fee as long as it is within reason.

I get higher fees and have never ever printed a loan set that belonged to someone other than the scheduled borrower(s).

Reply by Larry/IL on 4/23/13 1:56pm
Msg #466760

I'd rather do 3 $125 closings vs 5 $75 closings.......

...and have to run around like a chicken with my head cut off and not be able to review my work. Even at $125 I have many days I do 5 or 6 in a day so it's not much of a problem to review docs. You'll find the better paying companies have their act together. there are not usually as many mistakes and docs are generally more timely. You get what you pay for, and it works both ways, take the lower fees and you usually have more stress and grief!

Reply by ananotary on 4/23/13 2:01pm
Msg #466762

My average signing fee for last month was $158 per signing

I also have higher fees. I do not have time to review every package I receive page by page. If you do, great, some of us have large amounts of closings we are doing daily/weekly/monthly. Those of us in high volume NSA work could not do that if we were inspecting each package as many times as you describe.

Now, if your business plan is to charge higher, do less closings, then it works for you. Perfect. That is not the business plan for many NSA's. JMHO

Reply by Barb25 on 4/23/13 1:54pm
Msg #466757

Really Linda. That is harsh.

The docs were late. She came back and started printing. I've done it. She realized it and asked for new docs. Maybe another notary would have just bailed. Don't judge other people by the standards you set up for yourself. Whether or not you agree there is no need to be so self-righteous. Be careful you don't trip on your wings. Bad on you.

Reply by ananotary on 4/23/13 1:55pm
Msg #466759

Well said, Barb25 n/m

Reply by Linda_H/FL on 4/23/13 2:04pm
Msg #466764

Self-righteous? Barb, you know me better than that

or at least I thought you did.

Stating a fact..that's all. It's far less risky to check the package before printing and/or running. I don't think you can argue that.

Everyone has their own way of running their business. I find it more expedient to follow the "ounce of prevention" rule.

And I'm not tripping on wings here...thought you knew that too.

Reply by Barb25 on 4/23/13 4:49pm
Msg #466813

Re: Self-righteous? Barb, you know me better than that

Of course I do. But it was harsh.

Nobody would argue that you should not only check the name but go through the entire package. And then the day comes with late docs that this happens. Fortunately she didn't get to the closing and find this out. We can debate where the blame lies. I have my own feelings especially in this case. But I guarantee this will never happen to her again.

I had late docs. I had no time to check docs. Same company btw, borrower late for work. Ran to closing.... No mortgage, no note. IF I had time to go through package like I always do when I have time. But had not done before when docs very very late and I dodged a bullet... I would have seen that... Then crazy me... Called lender team. They sent me Note and Mortgage via secured email. I couldn't get into it and they told me I needed to get in touch with their technical people as it was my problem. LOL. Maybe they were right???? Doesn't matter. Because I knew I would never let that happen to me again.

Anyhow. self-righteous also harsh and perhaps the wrong word. Certainly judgemental. Again we all need be walking in those shoes at the time with all the facts. That is all. Alot of people may be making different decisions because of this op post. And for the better hopefully.

Reply by desktopfull on 4/23/13 2:15pm
Msg #466771

I disagree. FASS sent me docs for my closing one hour

before the appointment and they were the wrong docs. PDF was labeled with my borrower's last name, opened pkg. the HUD had my borrower's name on the docs and I printed them (no time to go through every page). They sent the correct Title docs for my borrower but, combined with the lender docs for another borrower with the same last name in a different city here in Florida closing on the same day. Want to bet the the other notary got the lender docsfor my borrower?

They not only paid me for a reprint but also a second trip fee. Fortunately, the mortgage company had people working that Saturday and they were able to send their correct closing package directly to me, because no one was available at the TC or SS. Mortgage Co. guaranteed that I would be paid the additional fees, even if they had to pay the fees themselves. However, I wouldn't have wanted to be the person that answered the phone at FASS on Monday morning when this guy called them.

Reply by Brenda Frank on 4/23/13 3:47pm
Msg #466794

Re: I disagree. FASS sent me docs for my closing one hour

I am sure that is probably what happened with mine as well. My thing is they just made changes and have to have fees approved that are over the $50 or $75 with printing docs. They will not get the quality they are looking for with this kind of business mind set of lowering the fees. I had taken this one as a favor to a loan officer that I know otherwise I wouldn't have touched this signing.

Reply by desktopfull on 4/23/13 3:52pm
Msg #466798

Re: I disagree. FASS sent me docs for my closing one hour

Never been offered fees that low from them. If that's their new norm, I won't be doing many closings for them. There packages average over 170 pages, no way will I do that for $75.00. I used to do double closings that didn't have that many pages.

Reply by Lee/AR on 4/23/13 1:25pm
Msg #466741

White Glove is their way of saying 'works cheap'. Really.

Reply by Brenda Frank on 4/23/13 1:38pm
Msg #466748

The escrow officer could have also mentioned in the second email that she posted the wrong docs

Reply by Barb25 on 4/23/13 1:55pm
Msg #466758

That is just FASS. No communication.

Reply by jnew on 4/23/13 1:53pm
Msg #466756

This post has been instructive to me. When time permits, I always preview the entire package before printing. There are several reasons for doing this. 1/ I want to make sure that the names and addresses on the documents are correct. 2./ I want to anticipate any printing problems, especially documents scanned in a non standard size. 3./ I want to make sure I have the right package. 4/ I want to make sure that the package did not exclude any necessary documents, especially if the package has a document list and a listed document is not sent.

I printed the wrong package and called the hiring party once. They then sent me the proper package and told me to either send back the wrong package or certify that I have shredded the documents in it. I felt them out about asking for an additional fee and they basically told me that they didn't want to pay for the extra printing. I looked at the volume of work this customer had sent me that year and it was extensive. So, I swallowed my pride and decided the practical thing would be for me to just eat the extra expense and not jeopardize my relationship with a good customer by giving them an ultimatum.

Reply by Barb25 on 4/23/13 2:03pm
Msg #466763

Yes, jnew many lessons to be learned here

When time permits we should all go through our packages thoroughly to see that EVERYTHING is in order. And I believe most of us do. The ideal world. And we all made judgements when the that world turns less than ideal. i.e., late docs. We make bad judgements sometimes... We don't realize at the time they are bad. BUT that is how we learn and we don't do it again. Lesson learned.

Next lesson, we come on Notary Rotary and we tell our friends. Hopefully, someone will say aha, happened to me and I did such and such. Learned lesson. My alternative is. Try this. Thanks. All learn a lesson. Some avoid the problem in their future. Some come on here and get blasted, ridiculed. Their lesson. Never tell anybody on NR you did something less than perfect ever again. Never learn anything more in your career. Lie if you have to and tell everyone you are already perfect.

NR can and should be very instructive. I think it is. NR can be very destructive. I think it can be also. Fortunately we are all thinking human beings.

Reply by ananotary on 4/23/13 2:07pm
Msg #466766

Again, well said! n/m

Reply by NVLSlady/VA on 4/23/13 2:13pm
Msg #466770

Re: Yes, jnew many lessons to be learned here

Barb, I just blew you a Kiss! I will definitely think TWICE before running to 'lord knows where' while printing. Lesson learned. I'm not as Perfect as I'd like to believe I am. I will still have real friends and be respected by my associates. I will mess up tomorrow . . . or the next day . . . and I will do ALL the normal things humans do in between.

Reply by desktopfull on 4/23/13 4:12pm
Msg #466804

WOW! Well said Barb! n/m

Reply by NVLSlady/VA on 4/23/13 2:08pm
Msg #466768

I'm confused, Was this a same-day signing appt?

OP said, "When I arrived back at my office to pick up docs for this closing to find out they sent me docs for someone else's file."

WHAT did she do Wrong??? She noticed the docs were not correct and tried to resolve with company. I agree that some of the comments here seem ridiculous in this multi-task, tech age. I wouldn't EVER rush to print docs for this company again if they refused to meet me half way. Sounds like the notary went Above and Beyond by printing remotely to get the job done in the most expedient manner.

But, goodness, Is ANYBODY allowed to make a Mistake!! Good grief . . .

Reply by Brenda Frank on 4/23/13 3:55pm
Msg #466799

Re: I'm confused, Was this a same-day signing appt?

NVLSlady/VA: Yes this was a same day signing. I did nothing wrong other then trust that since the HUD had my borrowers name on it that the documents sent to me where the correct ones. After the Title docs they loan docs were for someone else's loan. FASS can no longer add any extra fee on without approval and all I was asking for was to be compensated for printing docs that were sent to me incorrectly. I am not only running a business and I have a family that needs my attention . They got the docs to me late and I needed to take my kids to school so I printed them. As far as someone else said about being late this borrower was already short on time and would not have been able to sign any later then what was scheduled. I pride myself on the work that I do (and have done for 10 yrs) and I am never late to my appointments unless it is the fault of the TC

Reply by desktopfull on 4/23/13 4:05pm
Msg #466802

Mine also had to sign that day or lose the loan. Will never

understand why they wait until the last minute to get things done and then aren't available to even answer questions or solve problems. The borrower said they started the loan process for her in Sept 2012.