Posted by Suzibelle01 on 9/7/13 5:10pm
Msg #483642

No Docs

Got a call from a ss a few days ago offering a signing in my area today at 5PM. I accepted andwent through all the pre-signing requirements such as calling the borrower to confirm, etc. Last night I emailed the ss to find out when the docs would arrive. They emailed title asking the same. Well, today waited all day for docs, tried calling and emailing ss to see what was going on. No answer. Called borrower to see if they new if this signing was a go or if it had been cancelled. They hadn't heard. Now it is after 6pm and nothing. Is this a usual way for a ss to conduct business???? Both the borrower and I could have been doing something else today than sitting around waiting for nothing. Comments please.

Reply by MistarellaFL on 9/7/13 5:18pm
Msg #483645

No, it isn't SOP.
And don't let anyone hold your day hostage.
Give them a specific amount of time when you must have docs.
I require docs on Friday for weekend signings.
I might agree to noon on Sat for a Sat 5 PM appt, if it is a regular client that has a good history.

Reply by Suzibelle01 on 9/7/13 5:23pm
Msg #483649

This particular ss has a 4.5 star rating on NR. But, this is the second time in a few weeks that this same thing has happened to me by this ss. I will take your suggestion and not accept assignments where I don't have docs by close of day Friday if the signing is on Saturday.

Reply by anotaryinva on 9/7/13 5:26pm
Msg #483650

Agree with Misty

On regular days I ask for 2 hrs + driving time, I bend on this depending on the circumstances. Weekends are totally different, I would have asked for noon for a 5:00pm and not bent.

Reply by Marian_in_CA on 9/7/13 5:34pm
Msg #483651

Re: Agree with Misty

I agree. I don't play the waiting game. When I take an assignment, they know exactly what will happen, I tell them, I need to have the doc by X -- if they don't arrive, I will either cancel the appointment or charge an additional fee for late docs, depending on the situation.

Yes, I absolutely tell them I'll charge a fee. I rarely get late docs.


We're professionals and should be treated that way. we aren't sitting around on our couches watching TV waiting for stuff to arrive. We deserve to be respected and treated like professionals. Docs should arrive by X. -- if not, there are consequences. Plain and simple.

Don't let people tell you it's just the nature of the business. That's complete BS. There is rarely ever legitimate excuse for late docs.

Reply by Suzibelle01 on 9/7/13 5:41pm
Msg #483654

Thank you everyone. I appreciate your comments.

Reply by HSH/WA on 9/7/13 5:43pm
Msg #483655

Re: On a situation like this

I ask the BO for their cell phone and tell them if and when I get the docs I will call you and not to hang around waiting for them because they may not come. I ask the SS to call me when they post the docs as I will not be checking my computer every 15 minutes (I don't have email on my phone). I've given up too many hours waiting for docs that never came. How much do you think you will be paid for wasting your Sat?

Reply by Sandra G Holland on 9/7/13 8:46pm
Msg #483673

Re: On a situation like this

It would be nice, wouldn't it, if we could just get the docs shipped to us, set an appointment within the next day or so (not the same day the docs are scheduled to arrive), and ship them back for them to then complete the process? Then whatever recission date fits into that process, let it fit. Nobody would be pulling their hair out. The title agencies might worry that the signers have too much time to change their minds, but it doesn't seem that that is a common occurrence.

Reply by ikando on 9/8/13 12:33pm
Msg #483696

Docs used to be overnight delivered

And the fees were higher than they are now. Personally, I don't know why that can't work again. It would reduce stress on everyone.

Reply by Sylvia_FL on 9/8/13 3:46pm
Msg #483700

Agree completely! n/m

Reply by Susan Fischer on 9/7/13 11:29pm
Msg #483677

Classic Scheduling Thorn: Doc Delivery/print Timing.

So incorporating the caveat in the Confirmation Call that doc delivery/printing determines the actual signing availability. I promised my Borrowers they were in the status loop on a no-news-is-good-news basis; that I'd do what I could to rattle chains in crunch-times; and suggested they apply their own pressure on their LOs if necessary.

There were barriers of course, like "Do Not Confirm" ~orders~, which, after the first burn, I ixnayed from my SOP (standard operating procedure). It's akin to the 'cold call,' essentially. So, once burned, twice shy; and a Rule in Stone is set.

Turns out, communication and flexibility are the keys to excellent service and reducing 'down time'.

Reply by ME/NJ on 9/8/13 11:12am
Msg #483691

Same thing happened this weekend, had a couple on Saturday and one was for 11am. Friday morning I contacted the service and said needed docs by 7pm est, got emails say working on it will get it you on time. 6pm I contact them one last time to ask and they say it would not be ready by the time 7pm. They had to find someone else.

This happens with West Coast companies, they asked me If I could get docs at 11pm est.. Nope I will be in bed.

Reply by CJ on 9/8/13 11:42pm
Msg #483706

Weekends are the days when things go wrong.

This is why weekends are worse:
1. Overnight docs are guaranteed by 12 instead of 10:30.
2. Cuttoff times for dropboxes are sooner, making for a smaller window of time to sign and drop the same day.
3. They forget to put Saturday Delivery stickers, so docs don't arrive until Monday.
4. Title, lenders and Signing services tend to not be working, so you can't get a hold of ANYONE to get tracking numbers or re-send email docs.
5. Borrowers have things scheduled on the weekends, like weddings, showers, soccer, errands, and they are not flexible.
6. And, like in your case, they forget to email docs and you can't a hold of anyone.

For me, as soon as there is ANY indication that there is trouble, I call the borrower. For example, I would say, "Hi Mr. Borrower. I know we confirmed for today at 5:00, but I am already a little concerned because I don't have the docs in my computer yet. For me to be at your house at 5:00, I need to leave my house at 4:30, which means I must start printing at 4:00. I may still get the docs on time, and I am trying to call people, but if I don't have them by 4:00, I don't think I'm going to be there by 5:00. If I don't have them by 4:00, I can't imagine that I am going to get them any later today. If you have anyone's phone number, that would be great to call them. As for me, I will call whomever I can. As soon as I have the docs, I will give you a call and let you know. Otherwise, we MIGHT be signing on Monday. Do whatever you were going to do today, and I'll let you know either way by 4:00.

That's how I handle it. You can't MAKE the docs materialize, so I let them know the truth up front. During the week, people are answering the phone, but Saturdays usually go like that.

Reply by Nattienotary on 9/9/13 12:21am
Msg #483707

Ok, had a similar situation. After 2 days of calling numerous times to the borrower with no response and several calls to the ss i finally decided that this was complete crap. I allowed this borrower to make me feel bad and worry about his signing being done on time when he really didn't care at all. The best part is 3days after the ss calls me to ask what happened because the borrower lied and told the ss i never contacted him. Then he tried to say i was using the wrong #, which was the only # on the docs and mind u that there was no alternate # given. Really the best part was after he attempted to discredit me with the ss he said he was ready to sign. Be careful of borrowers, they can be tricky