ComplaintsforSingleSource Property Solutions LLC

• Initial Complaint

  09/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Single Source obtained a certified appraisal from a local TN appraiser on August 21st, 2023 and is supposed to pass that along to myself (I paid for appraisal) and my mortgage company. I have emailed 20+ times over the course of 3 weeks and they have refused to pass along my appraisal. The first week I emailed 4-5 times with no response to finally find out my representative was no longer employed. Since then I have been in contact with VP of QC. He has passed the buck to my mortgage company who then turned around and confirmed that I will receive appraisal directly from Single Source. It has been 4 weeks since the appraisal inspection (Aug 11). The appraisal report was completed 3 weeks ago and Single Source confirmed that yet I still have no appraisal in hand. As of the morning of August 12th they have emailed me and said they have to redo the entire process. I have requested a refund of my payment. Nothing has been delivered to me This has cost me time and money as it's holding up a real estate agreement.

  Business response

  09/13/2023

  ***** ** *****
  
  We are very sorry for the inconvenience of this complaint as our BBB rating is very important to SingleSource and our reputation.
  
  We did receive a Partial Release Real Estate Appraisal order through our lender/client on 08/09/2023 for ** ********* Due to an unforeseen illness ********** by the third-party real estate appraiser we hired to complete the Partial Release Appraisal Report the report was never able to be delivered. The physical inspection by the local third-party real estate appraiser was completed on 8/11/2023. We then attempted to contact the appraiser multiple times on 8/16 for a status on the completed report. The local appraiser replied on 8/18/2023 stating “sorry for the delay, t***** ******** *** *****. will get finished up today” which was posted to our internal communication system for vendors we contract in the field. The report was sent to SingleSource on Monday 8/21/2023 which then places the report into our quality review department to verify the appraisal report meets all standard USPAP, Anti-Bias, Lender/Client reporting guidelines so we deliver an acceptable appraisal report that meets all the predetermined guidelines. After our team reviewed the partial release report it was determined that it would not meet the client requirements as the appraisal did not include critical items needed for the report to be used in a loan transaction for a Partial Release (which is very common in our industry as these reports are complicated and include multiple market values, multiple comparables, multiple parcels of land). In the real estate valuation business, we have quality control standards implemented by Uniform Standards of Professional Appraisal Practice (USPAP). The purpose of USPAP is to promote and maintain a high level of public trust in appraisal practice by establishing requirements for appraisers. In addition to USPAP we have specific requirements provided by the lender/client that must be met for the appraisal report to meet their loan transaction requirements. The report we received did not meet the requirements and again, had critical errors so we could not deliver the report to our client. The lender /client was aware and updated throughout this process. These delays and the complexities of Partial Release Appraisals are common as these reports can take as long as 4-8 weeks from the time they are ordered to completion.
  
  We then spent the next 2+ weeks attempting to get the report fixed by the local appraiser. The appraiser did not reply to our repeated requests via phone, email, and text. The local appraiser’s voicemail then went full which is when we decided to start searching for a backup appraiser in the local market. After a few last attempts to reach the local appraiser, we then contacted the lender/client to discuss a replacement order for ** ********* Prior to contacting the client for approval, we recruited a replacement appraiser just in case the local appraiser continued to ignore our requests. On 9/11/2023 we received approval for a replacement appraiser from the client. We then apologized to ** ******** (as we have been on a daily basis via email as she would not talk on the phone) and offered a free “rush” replacement appraisal (the new local appraiser was going to call immediately to schedule the inspection), which she declined and asked for a full refund. We immediately apologized again and processed her a full refund which she should have by now.
  
  As a company and partner to our lender/clients we do everything possible to help our clients navigate the valuation process. We sincerely apologize to ** ******** for the inconvenience and frustration, we unfortunately shared in her frustration. None of us could predict the local appraiser would accept the order, understand the terms of the appraisal report requested, schedule the on-site inspection, complete the onsite inspection, get sick with ********, submit an incomplete version of the Partial Release report to SingleSource, and then never respond to us again. Due to the local appraiser not responding to our revision requests (which is part of our contract with the vendors) the appraiser will not be paid for the work that was completed and has been suspended from our panel of vendors.
  
  We did everything in our power to deliver a completed appraisal report to ** ******** and the lender/client. We apologized for any delays and the frustration to ** ********* sent her a full refund, offered a rush replacement order at no cost to her, and did everything possible to help her in an unfortunate situation.
  
  I hope you will consider our side of the story and understand we did everything in our power to make up for the third-party vendor getting sick. We communicated this to our lender/client throughout and they understand.
  
  Thank you for your time and consideration.
  
  SingleSource Property Solutions
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company collected the money but with no communication for the homeowner who request the appraisal report. numerous contemps to reach them and no response till weeks past while it is a time sensitive service. they have not provided the correct product and service and when they finally corectted it, the product has no use for our purpose. The money was just thrown in the water with a return a few piece of paper. They company refuse to admit their mistakes and will not refund.

  Business response

  09/15/2022

  Below is an outline of the progression of this order

  SingleSource received the order 6/8
  Due to nature of product, SingleSource had to obtain a written explanation of the scope of work from borrower – received cc information on 6/22/22
  Received confirmation 6/27 the inspection was scheduled for 6/28 at 10AM
  7/6 appraiser stated report would be in 7/7
  7/7 Report arrived but was not completed as a partial release report.
  7/11 Appraiser advised they still needed a survey for the property
  7/12 Appraiser received survey
  7/18 Borrower called to stated she felt she was scammed because the survey was still needed.
  7/18 Report was received from appraiser
  7/21 SingleSource Sent report to borrower
  
  SingleSource is not showing any other calls or emails from the borrower.  The report was emailed directly to borrower on 7/21.

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