Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shame on the VA for hiring and considering this appraisal company a Va approved appraiser. They delayed my closing by 5 days because they just sat on the report and all the carnage that entails with moving, living space. The appraiser wouldn’t answer calls or upload it to the Va’s website, even after multiple calls by my lender, multiple calls by the VA itself and then eventually multiple calls from me. They got the request to appraise June 11, supposedly finished it June 21 and then couldn’t bother to upload it until June 26, my original closing date. Arrogant, careless company. I called the owner, the dad’s appraiser and he just laughed at me, didn’t say a word and hung up. Terrible treatment of a veterans

  

  Business response

  07/17/2024

  This appraisal was initially delayed in receiving necessary documents from the subject builder. Upon several requests for this information, the sales agent noted the subject property was not ready for the appraisal as the home was NOT complete (missing the kitchen sink faucet and flooring on the stairs).  The appraiser noted to the agent the home could still be appraised while its under construction with a final completed upon completion of the home. This home was NOT complete and was not ready to close as the complaint states on 6/21/24.  The report was uploaded on 06/21/2024 as that was the due date. The agent and VA contacted the appraiser on 06/26/2024 and stated that the report did not upload properly likely due to server issues. The report was uploaded again immedialtely on 6/26/24 and the agent stated that there would be NO delay in the closing as they were trying to close on 06/27/2024.  VA stated to the appraiser that it was not appropriate to be in contact with the borrower and all communication should go through the lender, VA, or the builder sales agents.  The appraiser was in contact with both the lender and VA (both ***** and ****** at the Phoenix VA RLC).  VA was aware of this veteran’s issue. 
  

  From the appraiser’s perspective, the home must be 100% done for the appraiser to indicate the home "complete" on the appraisal.  In this circumstance, this new home lacked plumbing fixtures at the kitchen sink and flooring so the appraisal could NOT be marked as complete. 
  

  As to Mr. ******* statement that he called the owner (me) personally and that he claims I laughed at him, that statement is simply false and absurd.  He never called me and he never left me a voice mail.  I am a veteran myself, and I can assure you I would never laugh at any veteran over a circumstance like he had to go through.

  Customer response

  07/24/2024

  it’s a Lie that it was only on June 26 the appraiser was contacted that they needed to upload the report. They were contacted on June 21 by the lender, and multiple times a day by the lender on june 24, June 25 and June 26. The lender also had the va contact them around June 21 and June 24.  On June 26, the original closing date, when the appraisal was supposed to have been done by June 21 for  is when I got involved to va.

  The faucet was a finding that the home needed to be completed.

  never said I left a voicemail to the owner, I said I called and the owner just laughed at me and hung up on me. And then when I called back again, why would I ever leave a voicemail.

  The appraisal company is lying and throwing shade at me-nice.

   

  

  Business response

  07/29/2024

  While I still respect the frustration of Mr. *****, it would appear he just is not wanting to hear anything that might contradict his accusations.  The fact is that this appraisal report was completed on 6/21/24 and WAS uploaded to the VA portal by the appraiser on that same day.  This fact is easy to verify as the appraisal report has an effective date of 6/21/24 and was signed on 6/21/24 and it has VA's required "RAM" comments on page 3 of the report indicating the "received", "appraised", and "mailed" dates. The appraisal report clearly shows the "mailed date" (uploaded to VA's portal) to be 6/21/24.  As I said before, we have no control over VA's site having issues at times and thhe appraiser had no indication it didn't fully upload.  As soon as the appraiser was notified the upload to VA's portal did not fully upload on 6/21/24 the appraiser immediately uploaded the report again.  We have in our work copy an email on 6/26/24 from the agent at Woodside Homes (Dena Aguilera) stating that they HAD received the appraisal and that although they were scheduled to close on 6/27/24, they were having to delay the closing. The home was NOT complete on the effective date of the report (6/21) as previously stated so the loan typically would not close until all items were complete. Lack of plumbing fixtures in the kitchen sink would always require a "subject to" condition by the appraiser.  Mr ***** is "still" contending I "lied" about that phone call to me, and this defamation of my character must stop, or I will be calling our lawyers. My research found NO missed calls to my office number from Mr. *****.  Mr. ***** must have been calling my personal cell phone. If that's the case I NEVER answer or talk to people calling that personal # unless I know who they are, as 95% of those calls are spam. If it's not SPAM they leave a message.        

  Customer response

  07/30/2024

  This BBB complaint stems from the fact that ****** Appraisal stated they completed the appraisal on June 21, was completely unresponsive to any contact from the loan, title company and myself that they had further action to fully upload the appraisal to the VA to support the planned closing date of June 26.
  

  Attached is a contact log by Veteran's United with ****** Appraisal, informing them that they were unable to see the appraisal on the VA/s website, needed to complete the VA loan, with Veteran's United Loans leaving voice messages 6/21, 6/24, 6/25 and emailed 6/21, 6/24, 6/25, 6/26. This contact attempts does not include Veteran's United also contacting the VA to have them contact ****** appraisal, which the VA did. I also obtained ******'s info on june 26 and called.

  Veterans United is specialized in VA home loans and is highly familiar with the process and what is needed from the VA to conduct a VA home loan.
  

  With respect to inspection findings on one missing faucet and a couple of missing tiles, these were two findings listed in the inspection supposedly done on June 21. How does that have any bearing on ensuring ALL actions are done to upload at the VA or to fully upload the appraisal where Veterans United could access the appraisal? The inspection was done on June 21, we needed another step done on June 21, June 24 or June 25 so that we could close on time, but ****** apprasials was completely unresponsive. Once the inspection was FULLY uploaded on June 26, picture documentation was needed just to document that it was done, which it was and the loan was closed on July 1.
  

  ****** appraisal can point to steps to upload the appraisal with the VA and inspect. Their unprofessionalism with completely RADIO SILENT behavior for 5 days from multiple parties from June 21 to June 26 is completely unacceptable and resulted in delayed closing and costs to me.  The VA should not use this terribly, unprofessional company.
  

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