I am two and done with The Closing Exchange. Their lack of communication, knowledge and professionalism has me wanting to Scream. I am always getting offers in my Email Inbox and I never accept because they are pathetic in what they offer for the Order at hand. I received an offer earlier today and I countered for a significant Increase and I got the job. After downloading the Documents there was no Warranty Deed which is prevalent in a Seller signing, I called and left a voicemail for the person who had called me to confirm the Signing letting them know I did not believe I had all of the documents to complete the signing in addition to adding a note to their portal They did not respond so I called the Title Company direct and they sent over the additional documents needed. Meanwhile I have still not heard back from The Closing Exchange. The Signer resides in an assisted Living Facility and I took my time with them. I started getting bombarded with emails from the Closing Exchange that I was late with the Close Report and Scanbacks. When I tried to access The Closing Exchange website through my Phone I couldn’t get past my Vendor Profile on their site. I did two chats with whoever was on the other end explaining the difficulties and never received any communication from them. I got back to my Office and uploaded the docs which by this time was a couple of hours after the signing was over and received an email from The Closing Exchange that the uploaded scanbacks have been reviewed and letting me know that I missed a Notary Stamp. No, I did not, the document was not required to be signed by the Signer and did not contain Notarial Language and therefore per the Law in Missouri as I am sure every other state in the US I will not place my Notary Stamp. I am a person and I work with other persons, I will not be micromanaged and feel intimidated because at the end of the day I work with People not analytics or data or programs that determine how long something should take. The Closing Exchange is not a User Friendly company and they have no respect for us Notaries/Loan Signing Agents.
They contract out their customer service to people in India. I had scanned docs back for an order and gotten the clear to drop. As I am walking in to drop the docs I get a phone call from a New York number but it was their customer service in India telling me I missed a date on one of the pages. I explained to the guy that Title gave specific instructions not to place a date there. He insisted that I open th package to look at the page anyway. I did and then in a less than calm voice I told him again what I had told him earlier and voiced my concern that somebody who knows nothing aout this order would be telling me that I missed something. I had to go back home and repackage the order because my Fed-Ex drop doesn’t carry envelopes. I was less than thrilled with their customer service. I have only done 1 order for them since and it was a cash sell that I bid them high becasue of the location and got it anyway. It went smooth, but the previous experience with them and the fact that they low ball every offer has caused me to not work with them since.
They are one of those companies that, as long as everything goes right and you get the fee you want from them, they’re fine. I don’t see many offers from them, but when I do, I usually ignore them or counter so high that there’s no chance that I’ll get the job.
I always get my fee on the rare occasions that I’m willing to do a lot of added work just to get the assignment because their site is sooooooooooo glitchy and has been so for years. I agree, they ARE the worst to work FOR (there is no WITH…).
I am so glad it’s not just me on the glitches. I stopped attempting to update on my mobile as you have to log out of the website and cache/cookies save and hide in random folders. I ALMOST set up a separate device, but as I don’t get enough orders from that platform no can do.
Their mobile log in is near impossible. You can respond to offers through the text they send, but when I do they never show that I responded when I log in from my desktop. They called me about an offer that went out and I told the guy I had responded with a counter offer, but he said it didn’t show that I had ever responded to the offer. As they offer lower fees and are difficult at times to deal with they’re low priority for me.
I’m surprised to hear this. I’ve done 14 for them with only a couple minor glitches.
Their app sucks, though, and now that I’ve changed from iphone to android, I don’t have one at all. But I’ve compensated for it.
I wonder how customers/signers/borrowers would feel knowing that their documents are being accessed on the internet in a different country! or location WOW this is new to me!
Good question. They do still have some American based customer servicce as I had asked in a previous conversation to be transfered to someone in America becasue I just couldn’t understand him. Maybe their customers get the in house customer service and the document review and notary customer service is contracted out.
Hmmm, I haven’t experienced too much more drama with Closing Exchange any more than any other platform, and for the most part I have always been able to negotiate very fair fees when the original systems offer was low or they have called me direct when I did counter. Yes communication and website is glitchy at times, automated micromanagement isn’t fun, but whose isn’t? I have probably completed 10 signings for them this year and will continue to do so, as I enjoy the $150-200 consistent fees. And they have consistently offered to work with me on the larger packages and/or longer drives. As far as overseas CS? I have almost always corresponded with CS folks operating in my MT timezone. I have even been called back by CS a couple of times when I didn’t leave a message, but they saw that I had called….that never happens with any other platform based SS I have accepted assignments from…
I dropped CX today for three reasons:
- For some reason, my password (or user code?) NEVER seems to work. I’ve tried everything and called their tech people with no lasting resolution.
- Their fees are unacceptable.
- They send me tons of offers for jobs that are waaaay out of my service region that I wouldn’t take no matter double the fee. I’m told that the system assigns offers according to my zip code (?) and that they set the geographic parameters, not me. I hate being interrupted all day on my iPhone with jobs I’d never take.
- I need a Bromo.
Responding to Closing Exchange. I have done several closings for them and I never have any issues plus u can chat with them online. They always pay within reason. I’m sorry that happened to you but just wanted to respond to that
I am really surprised by the comments regarding problems with the Closing Exchange. I love working with them and they almost always are willing to negotiate my fee. I find their website and app very easy to use and am always paid exactly 30 days from the date of closing. They don’t handhold and you can do all communications through their website…package sizes are reasonable, often only have to print one set of documents. Chris is the scheduler that always calls me and he is great!
Thier company used to be great during the pandemic but they have cut so many corners that their communication is horrible as their fee offers. Mind you if you check the settlement statements they aren’t slouching what they are getting from title companies…. I won’t bother with thier low ball nonsense.
I thought it was just me with the mobile app. I can log in, but the coding and pop ups make it impossible to navigate anywhere once I do. I always have to access the orders through my laptop. This presents a challenge when I need to upload scans from the road, because I do not tote my laptop around. It stays at the office. I have reported the issue several times over the years, but it persists.
Their mobile app sucks. I have to use their online portal. They always meet my fees and I aint cheap! They actually call me to offer work. You did the right thing to call title for the docs. I have not had that problem with them, but have done about 2 dozen signings over the last few years.
The closer I work with most of the time is pretty responsive and reliable. I do have one signing I did a couple years ago that I went round and round with them and they insisted that I should have added language in the mortgage that said husband and wife. There were no instructions to that effect and they left the entire space empty to fill in. That order is still sitting in limbo as an error, which is crap. Minor annoyance, but their problem. I told them to add it with my permission!
They do pay however.