ComplaintsforNationwide Appraisal Network, LLC

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My previous lender ordered an appraisal with NAN. I paid NAN directly. ****** went out of business. I contacted NAN to obtain a copy of my appraisal. They said they will not release it to me even though I'm their paying customer.

  

  Business response

  07/27/2023

  Good morning, 
  I apologize for the inconvenience you are experiencing.

  This report was delivered to your lender on 6/22/21. Our contract with the lender stated that we are unable to transmit any copies of the report to any other parties. Per USPAP, which governs all appraisal reports, the intended user is the only entity that determines who has access to the report, and in this instance the client listed on the report at your lenders request was your lender. I understand that is a frustrating concept because you paid for the report, but payment is a separate issue that is determined by your lender. While I understand that your lender has gone out of business, we are still held to the contracts that were agreed upon. If we were to supply a report to you, we would be in breach of contract and we would jeopardize our licensing. We are unable to refund your fee as all services were rendered as agreed at the time of request in 2021.

  Thank you,

  ***********************

  Compliance Manager

  Customer response

  07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice for a appraisal service that was done on my new property which is the address that was placed in the complaint. In the photo it shows that I recieved billing for the appraisal already then was charged another $175 roughly 3 weeks later.

  

  Business response

  09/19/2022

  Good afternoon,
  Thank you for your feedback on your recent appraisal.
  I wanted to clarify the additional charges you incurred on your appraisal.

  Upon reviewing your file, it appears that on 8/16/22 an initial report was requested for your property, with the originally agreed upon fee.
  Once this report was completed, your underwriter required a completion report on this property as there were items that did not meet their requirements. During the initial inspection it was found the property was under renovation and only 70% of the house was complete, the utilities were not on and the smoke detector was not functioning. These conditions require a second inspection to verify they have been completed and are in working order.  A second order was submitted on 9/13/22 by the lender for this Completion report outlining the additional fee of $175.

  Please let me know if I can offer any additional clarification.
  Thank you,

  ***********************

  Compliance Manager

• Initial Complaint

  08/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I authorized my credit card to be charged for an appraisal on one of my properties. On June 14, Nationwide charged me twice in the amount of $1,070, and then on June 18 they charged an additional $80. I called them (813-749-8849) on July 2, left a message explaining the problem and asked that someone return my call. No on called back. I called a second time on July 22, left another message and on this msg said that if no one returned my second call I would file a complaint with the BBB. A gentlemen called back on July 22, looked at my account, saw the double-charge of $1,070 and said he would have it reversed. He also said he would look into the $80 charge and call me back. Today is August 5, and the double-charge of $1,070 has not been reversed and no one has called to explain the additional $80 charge. Earlier today I called my bank, USAA, to dispute both charges. I've also filed a complaint with the Florida Attorney Generals office. Thank you for looking into this

  

  Business response

  08/20/2021

  Consumer Response /* (2000, 10, 2021/08/20) */ I received the requested refund from the company on August 11 so you can close this complaint.

• Initial Complaint

  07/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  3/27/21 - paid NAN $485 for appraisal for a conventional mortgage of $95K. Home appraised at $220K. However, appraiser noted that a sink was uninstalled from the laundry room. It was removed by the renters in order to remove their washer and dryer. Mr. J. insisted that this sink needed to reinstalled and he needed to reinspect it. 4/16/21 received invoice from NAN for an additional $190 for the appraiser to return to reinspect. At this point, it was like having a gun to my head. If I refused this ridiculous request, which he had no right to impose, I would have voided my sales agreement. The solution after I wrote to NAN was that my mortgage company would have to complain. This is not possible or reasonable. 1. because the seller backed out day before closing and 2. because I am the one who was taken advantage of by this appraiser.

  

  Business response

  10/27/2021

  Business Response /* (1000, 21, 2021/10/27) */ Good afternoon, Ms ****. I apologize for the delay and thank you for your patience. Will you please provide the property address or file number so that I can review your concerns? If you prefer, you can contact me directly via *******@nan-amc.com Consumer Response /* (3000, 23, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not yet. Mr. ******'s willingness to look into the matter is encouraging. Here is the information requested by Mr. ******. Property address: **** ***** Avenue, ******** ** XXXXX. He should be able to view the attachments previously uploaded here. I have also reached out to him, as requested, but I think it is important that the ultimate resolution should be documented with the BBB. Thank you for the update. Consumer Response /* (4200, 27, 2021/11/13) */ (The consumer indicated he/she had nothing new to add) Since my response on 10/28 to the NAN reply from 10/27, I have heard nothing further from the business. i am still hopeful they will respond in my favor. Thank you, Business Response /* (4000, 35, 2021/12/10) */ Dear Ms. ****, First, I would like to apologize for the delay in our response. I can understand your frustration. After reviewing the file, I wanted to confirm the Appraiser does have the right to request the sink to be replaced. A Functional bathroom is a reasonable request. We do apologize for the amount of time that has lapsed, for this purpose we are going to refund you $190.00. We do appreciate your feedback, as it always helps us to improve our customer service. Consumer Response /* (2000, 37, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ultimately NAN refunded the disputed amount. I appreciate their appreciation of my position. Relatively slow but ultimately effective communication.

• Initial Complaint

  06/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nationwide Appraisal Network was subcontracted by ************************ A company I was working with, to provide a renovation loan. NAN was to assign an appraiser to complete an exterior-only appraisal, with an "as-completed" valuation given the provided property description and scope of work for the renovation. This process with the involvement of NAN, began the beginning of March, 2021, and ended May 14, 2021 when we decided to cut ties with all parties involved. All details provided in the attached correspondence. Long and short is, we paid $500 for an appraisal after avoiding an attempted price gauge (stated they could complete the appraisal 5 days sooner for $400 more), then charged another $100 anyway for a clerical error(on their part). End results were an under-valued, worthless, $600 appraisal and their assigned appraiser misled us to believe if we waited for a comp to close, the appraisal could be adjusted, but left out we would have to pay for it all over again.

  

  Business response

  12/10/2021

  Business Response /* (1000, 18, 2021/12/10) */ Dear Mr. ****, I can appreciate your frustration with your appraisal experience, although there are some items that are simply out of our control as an appraisal management company. This includes the appraiser's ability to deliver a specific value or to include specific analysis. We can request to have items addressed, although we cannot force an appraiser to make changes; similarly, we cannot force the appraiser to accept a fee, this is based on their business decisions. First, I would like to address the fee. We have contacted approximately 75 appraisers; we simply provided the fees that were given to us by the appraisers we canvased. Our fees are independent of any appraiser fees, we have a flat fee, we do not price gouge. Lastly, I would like to address the value of the appraisal. Value is a conclusion of the analysis, data selection and reconciliation of the two. As such, upon review of the report, there were no noted deficient items in analysis or data selection. We provided the option for you to provide a Dispute, where we received additional information to present the appraiser. The data was presented although the appraiser discounted each of these due to superior view or the data being dated. We cannot confirm your conversation with the appraiser, but any time you request a new valuation assignment to incorporate new data, this will require a new assignment. I hope this is helpful and I am available to you to discuss further if you would like. Martin F. Consumer Response /* (3000, 20, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whatever research and "discounting" the appraiser or yourself had done, it doesn't change the simple fact that Immediately after cutting ties with the original financing company that had hired you to provide an appraisal for me (and wasted 6 months of my time, and nearly $1000) my home was appraised for $80,000 OVER your appraisers valuation. Does A 35% discrepancy seem like a reasonable difference in valuation from appraiser to appraiser? Just admit that you are thieves. Hopefully at least some people Read this complaint and think twice before hiring you. Business Response /* (4000, 22, 2021/12/23) */ Mr ****, Please understand that NAN simply engages appraisers to perform appraisal assignments. This is a highly regulated industry, one that prohibits any influence to the appraiser, or direction in determining value. We offer a dispute process to address any concerns you have with the quality of the report. As the AMC (appraisal management company) we cannot influence the appraiser or their conclusions; the value is a representation of the appraiser's due diligence, analysis and reporting. As for the value of the second appraisal, here, I cannot speak to the quality of the appraisal or its accuracy.

• Initial Complaint

  06/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name: ****** * ***** Mailing Address: **** ** **** *** ************ ** XXXXX Business Name for Complaint: National Appraisal Network NAN's mailing address is 250 Pine Ave N, Oldsmar, FL 34677 My complaint needed details and was too long to enter into your standard complaint format. I entered into a contract to purchase a home in March 2021. Inspections were completed and money was paid out upwards of $3k. The only remaining piece of the puzzle, in order to close, was the appraisal. It's my understanding that NAN operates on a round robin system of electing the appraisal company and ultimately the appraiser. My purchase was assigned to Derek T. at Elite Appraisal Group. File# NAN********** Loan# XXXXX6793 Borrower Name: ****** ***** First there was an issue with the order being understood as a refinance and not a purchase. Then the appraiser was backlogged. The appraisal was confirmed as ordered on 4/1/2021. The order was accepted on 4/2/2021. The appraisal was performed on 4/8/2021. On 4/22/2021 it was found out that the cost of the appraisal was not correct due to the mislabeling of the type of appraisal needed (purchase vs. refi). The additional $65 was paid the same day. Luckily we were granted an extension by the seller because the appraisal was due 4/19/2021 and was not received until 4/22/2021 by the lender and confirmed by NAN to me personally on 4/24. Due to the value coming in $39k under the contract price, an appeal was requested. The appraiser asked for comps from the seller's agent to decipher how the two could be so different. The appraiser stated that he reviewed those comps and felt that no correction was necessary on 4/28/2021. He listed some of the comps provided in an addendum to the original appraisal but left out the best (MLS XXXXXX) and most obvious comps. He didn't even take the time to comment on why he didn't deem them relevant. On 4/30/2021 we were told by NAN, specifically Jed H., why one of the two ignored comps weren't used (effective date of sale vs effective date of the appraisal) but again, the other comp (MLS XXXXXX) was ignored for comment. We were also told on that date that the only way to consider more recent sales (again, ignoring the perfectly valid sale we asked about) is to order a new appraisal. The possibility of a discount was also discussed. I expressed interest in a new appraisal but asked questions regarding timing and pricing. By 5/5/2021, we received no word on those questions or the left out comp. and reached out. We were returned with a confirmation that they received the questions that same day with no guarantee that a new value would be received, which was understandable. Later that day, maybe 2 hours later, we received a response from NAN, Amanda ******* specifically, that the appraiser has reached out and is not willing to do another appraisal. Again, no comment on the comp and again, no consideration by NAN or the appraiser that his value did not support what was being seen in the market. The appraiser went as far as to make comments that he hasn't seen a home appraise at the contract price in over a year? Our dispute was closed on 5/7/2021 stating that we were putting undue pressure on the appraiser. The appraiser asked for comps from the seller, and ignored some of the comps provided. The appraiser chose to comment on all sales given except that one (a sale that was honestly the best in the area as far as similarity goes). It was left out by the appraiser on purpose, is how I feel. He did not answer the original dispute fully since he never commented on the sale and instead commented on all others given by the seller. I feel that it was devious on the appraiser's part to not comment at all, to not answer questions as to why he didn't comment and then to suggest that we as the buyers are the ones in the wrong ("undue pressure")? The back and forth without getting questions answered resulted in negotiations not accepted by the seller because she was under the impression that we were "playing games". There was a backup buyer that was more than happy to take over where we left off. The backup buyer also needed an appraisal and it's my understanding (small town) that it came in drastically higher than ours. I wouldn't be surprised to find out if one of the comps used on the new appraisal was the property that we so desperately asked the appraiser to consider, the one that he refused to even comment on. We are now left without our dream home, out of roughly $3k and were pushed into a market where it's almost impossible to find a home in a time where prices are at an all-time high. This was a result of either dishonesty on the appraiser's part or laziness... neither of which are considered good business practices. I urge you to look into the work of this appraiser and consider a manipulation of the market performed by someone who appears to purposely value properties lower than necessary.

  

  Business response

  10/27/2021

  Business Response /* (1000, 21, 2021/10/27) */ Good afternoon Ms *****, I apologize for the delay and Thank you for your patience. I reviewed your concerns and also all of the file notes. I can appreciate your frustration that the sale fell through and can explain a couple of items. The comparable of which you wrote closed after the effective date of the appraisal-i.e. would require a new effective date on the report. At that point, the appraiser had already entertained new comps and felt that viewing the final one would be an Appraiser Independence issue. As well, the fee that I see on this file is $550.00. I am not sure where the 3k is coming from but perhaps that could be addressed at the lender level. If you would like to discuss this further, please give me a call at XXX-XXX-XXXX or email me at *******@nationwide-appraisal.com. Thank you

*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. ↩