Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** title group was the closing title agent on my fathers loan. My father is 83 years old and a Navy vet who is declining in memory and I am his Power of Attorney who is trying to help him with some of his needs. I had to phone the ********** agency twice concerning a matter of a check they were to send for payoff of debts in the loan process according to the paperwork received. One of the payoffs that was sent was not received by the company who was phoning every day for payment, my fathers credit (which is in the 800's) was being dinged by this hold up as well. The Rousvall Title group stopped payment on the check not received and overnighted another, but for the original amount and not including the interest that had been accumulating on the loan since the original amount was not received. I spoke to a gal named *** given to me and the conversation went well but I had discussed the accumulation of interest that was not sent. I had to phone again and was transferred to **** **********. He was rude from the onset. He would not listen to me and talked over me. When I tried to explain he asked if I was a lawyer and that they would send this amount to us, but not the company (which means a delay will still happen with accrued interest). He told me he never wanted to hear from me again, got my name, address, and amount, talking over me the whole time, and then hung up on me. I left the conversation stunned and crying. No one should have to deal with this kind of behavior. No one should be talked down to, or over by a company who has received their payment for services and are now done with you though the job is not complete. My elderly father should not have to pay the penalty or price for such behavior from a company who does not care about their clients only the money. This man was demeaning. I never raised my voice (he would not listen to anything I had to say) and I was courteous the whole conversation. I deserve an apology and recommend no one use them.

  

  Business Response

  Date: 05/06/2025

  A formal response is attached hereto.

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am appalled at the amount of lies given. I called on March 26th and 27th for a brief time and spoke with ***. The conversation on both of those occasions was very pleasant on both parts (hers and mine). I am a Christian, and anyone who knows me can vouch on my character that I do not use intolerable language as Mr. Rounsvall has indicated here, another lie on his part. On May 6th I phoned because the interest that had accrued on the payoff since the first payment was delayed in being received was still showing on my fathers account and he was receiving calls and statements in regards to this matter. I was told by White Oak Mortgage (****** **** Agent) to contact Rounsvall on this matter that it was their responsibility. This is what I did. Mr. Rounsvall was not pleasant as stated. He told me never to contact them again though prior to speaking with him my last conversations with *** were pleasant and I thanked her. Mr. Rounsvall did say he would send the check for the interest before rudely hanging up on me, though he would not send it to the company, and instead said he would send it to mine or my dads address. This means that if not received in time there could be more charges accumulated. He also lied here again in saying that I was no where to be found during the closing of the refinance. My husband and I lived in Colorado at the time of the closing but I was on FaceTime with my dad during the entire process of signing in which ****** and the other young gentleman who was there can verify this. I never left the conversation and was there the whole time watching and listening. Mr. Rounsvall  however, was not at the signing. This treatment of me was uncalled for. I would be very interested in you hearing the companies recorded calls as I have some recording of the call between Mr. Rounsvall and myself to verify my position and that what I state can be fully validated as truth. 
  

  

  Business Response

  Date: 05/12/2025

  The only thing I can say in response is the documents we have provided for your review speak for themselves - and in addition, as stated previously, we have absolutely NO privity of contract or relationship with this woman in any capacity.  If you review both her "complaint" and her response, her primary issue is that she feels she was treated poorly - she certainly has not suffered any pecuniary or financial hardship in any way as a result of this matter because she was made whole by the check we sent (again, which we were under absolutely no obligation to do).  Furthermore, *** (the individual to whom she refers in my office) is willing to sign an affidavit referencing the fact that this individual was beyond rude and disrespectful with her on each occasion they spoke, and you are more than welcome to reach out to the broker owners of White Oak Mortgage who will confirm that this was certainly NOT our responsibility since they were non real estate debts.  The complainant is clearly hiding behind her alleged "Christianity" while she slings this barrage of lies and mistruths at us, as we have a sterling reputation with the BBB for almost 20 years.  

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never encountered such a level of dishonesty from a company. Perhaps no one has challenged this individual’s conduct which may explain the persistence of such behavior. If *** alleges that I was inappropriate in any way, any such claim may be made out of intimidation or fear based on his demeanor, and not truth. I actually feel for her. ****** ****, White Oak Mortgage (also my cousin) did tell me to call and advised me that it would be their responsibility. I welcome the validity of my statement. Everything I have stated is accurate and truthful. The document I submitted clearly outlines in the second paragraph that payment responsibilities and their intended purpose were to be sent by them. I am a Christian, not simply alleged. Mr. Rounsvall is correct in stating that outside of my role as Power of Attorney for my father, there is no other relationship between us — nor will there be. I would not choose to do business with someone who has treated me, or anyone, in such a discourteous and unprofessional manner. Or deal with a company who does not follow through on what they are to do without being phoned. I am not seeking an apology at this point, as I have no confidence it would be genuine. I come from a respected family within my community, and based on this experience, I cannot in good conscience recommend his services to anyone. Lastly, I have multiple family members and close friends who work in real estate and with closing agents who will know of this. I recorded a portion of my call with Mr. Rounsvall. His tone and responses are documented and speak for themselves. I also believe the record of his responses here reflects his conduct accurately, and speaks on his behalf very clearly. 
  

  

  Business Response

  Date: 05/14/2025

  I will no longer respond to these baseless, ridiculous allegations anymore from this so-called Christian woman.  Our position has clearly been laid out by the facts and documents presented.  Thank you.

  Customer Answer

  Date: 05/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  It appears the only matter on which we are in agreement is that further communication between us is no longer productive. I have submitted my response to the Better Business Bureau as instructed.
  To date, I have not received the check that was purportedly issued. Whether it was lost—similar to the first—or remains in transit is unknown. Regardless, I will resolve the outstanding balance on my father's behalf, as it has become evident that his office is unable or unwilling to manage this matter in a timely or competent manner.
  Unlike his office, I intend to continue conducting myself in a manner consistent with integrity, civility, and professionalism. I trust the Better Business Bureau will take this situation into consideration when evaluating the business's rating and practices.

  
  
  Sincerely,
  ***** *****
  

  
  

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