John
Good technology but lacking in customer…
Good technology but lacking in customer service. Here is how they view the customer: I was informed by Christy to contact you regarding an appraiser issue. I have referenced the two files in question. So with the recent file #501991 I was informed by the agent that this appraiser had a terrible attitude (and I am using nice language as compared to the agent). Very rarely do I take these type of calls but I decided to look this appraiser up & see if I had any notes. Sure enough this appraiser did another appraisal and the home owner had said this appraiser had an attitude. In that file there was a bit more at issue and it included specifically putting a rebuttal together because he used old comps but somehow your review department still sided with him. We pulled the file from UWM & sure enough another appraiser went out did a competent appraisal. At that time I was promised that this appraiser would no longer be afforded the opportunity to do appraisals on our files. Obviously that did not happen and here I am taking a call from an agent about this appraiser. Here’s the deal, our clients and the agents we work with are treated with the utmost professionalism. It is these people that we value for the business today & for future business. So when I take a call like this it has the potential to blow a relationship up. I have two options, just use another AMC or get Class Appraisal to not use that appraiser on our files. Looking forward to your response. RESPONSE I am very sorry to hear about this experience with the appraiser, we hold our appraisers to the upmost standards. We recently changed the way we handle requests to remove appraisers from a specific broker or lender. Previously we only accepted do not use requests from lenders, we now have a process in place to assist with requests from our brokers. Thank you for providing your concerns. I am sending this to the Appraiser Relations Manager, he will review your concerns , he will then either require a full audit of the appraiser or he may grant the request based on your statements below. We do this as quickly as possible. I am sending this to him now and I will follow up to make sure this is addressed in a timely manner. We value your business and we understand your concern, we want to make every experience with us the best possible.