Complaints

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1st Choice Home Mortgage was commissioned to perform an appraisal of my primary residence on Tuesday, May 10th 2022. *********************************, Owner/Operator, showed up and completed said appraisal. However, my lender never received a copy of an appraisal report and ************************ refuses to provide a copy to my current servicer, ****************, who acquired the original customer - Community Loan Servicing.

  Business response

  07/19/2022

  An appraisal was performed on ****************** house at the request of Community Loan Servicing, Via and appraisal ****************** EXOS who is my legal client. Per ****************, Community Loan Servicing went out of business, and his appraisal was never transferred from Community Loan Servicing to ****************. I explained to **************** multiple times that his new loan servicer is required by law to reach out to the *** EXOS (who is my exclusive client and has exclusive client privilege with me) to obtain the appraisal performed on his house as I am legally prohibited from doing so. I further provided **************** with the contact information for the *** (EXOS) and suggested that he encourage *************** contact them ASAP to obtain the appraisal. On 07/07/2022 I provided the following information via e-mail. I am so sorry, but that would be a request from your loan company *************** to the *** that provided the appraisal services. I have included the email address of the Customer support rep from the *** for you to reach out to directly. My Client is as follows...Redacted Here is an additional contact for service link and if ****** can't help, please try ******* I legally CAN NOT do anything without the express written permission of my client. *************************** has no right to complaint as I am legally not allowed to provide a copy of this appraisal without the express permission from my Client and *************************** is required by law to obtain a copy via his loan agent. Further, I provided all contact information to ******* so he can resolve the issue with the proper representatives.

  Customer response

  07/19/2022

  I am rejecting this response because:

  Community Loan Servicing did not go "out of business", it was acquired by ****************. Per my conversation with the Mortgage Specialist at ****************, as the acquirer of the original customer and current servicer of the mortgage the appraiser (1st Choice Home Appraisal) can in fact provide a copy of the appraisal report but has refused to do so. Additionally, regarding providing contact information, 1st Choice Home Appraisal was not forthcoming with providing contact information and only did so after I submitted a complaint through the BBB. Before the complaint was submitted I would describe the exchanges as dismissive and unhelpful. Contact information was provided for one individual who did respond to let me know that they had no direct knowledge of my appraisal, nor did their position have much relevance with being able to assist other than being an employee of ******* has been approximately one week since the "contact" said that they would "forward my inquiry along" with no response. Contrary to the response of 1st Choice Home Appraisal, I do not in fact have any such relevant contact information with his client to resolve the issue at hand. What had been provided were broken image links that contained no information. I made **** aware of this and no clarification was made to the contact information he thought he provided.

  As it stands now I have paid $590 for an appraisal report that does not exist and I directly dispute the claim that relevant contact information was provided, as I literally don't know what he is talking about. The only information provided was for a "*******************" who had no idea what we were talking about. I do not have contact information for a ****** or ******* but would welcome it and ****es help with resolving this issue. Until then, I was charged for an appraisal report that there is no evidence was ever submitted and an appraiser who I believe would've simply blown me off if I had not submitted a complaint through the BBB (as he actually dared me to submit a complain through the state board of appraisal in CA believing the current situation was ok).

  
  

*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. ↩