Greenaway Appraisals

Complaint:
I am rejecting this response because:
Regards,
J** ***
He never provided me proof that he called to set up time, I check our caller ID on all our phones for their numbers/missed calls and we found no record of any call coming in from themI called his number 2'xs that day he did show up and he never returned my callThey say they spoke to someone that verified the first appointment, (which they didn't) yet they have they have no name/time that they did thisWhen the guy did call me back he never could tell me when they calledHe in fact was telling me on our speaker phone that he sometimes forgets things and is not sure when they did thisNow why in the world would someone tell us they are forgetful given the scenario we are discussing. I asked him for phone records to show when he called to set up appointment , which he said they did not have, I ask who did you speak to? he did not knowI had repeated been inquiring with my loan officer when the appraisal was going to be done, he told me it was scheduled for after Memorial day and would not be done sooner than thatWhy would we be asking/waiting for almost weeks for the appraisal to be done knowing it is crucial to our loan, only to not be available for itMakes no sinceThis company obviously forgot to properly schedule this, they just don't want to admit it. Even the day he did call me back we discussed and he asked if he could call me back in 30min I said yes, and of course he NEVER DID....he must have forgot AGAIN. yes in the end I did get refund, but only after it caused incoming check clearing issues at my bank that no one reimbursed me for. I still would never use/recommend this place ever againAnd was told be my loan officer they would not use either, as they never file a request/authorization for any increase in fee's which they were supposed to, then loan company would advise me of any increase for me to decline/accept. That never happened.
He also stated that he included an additional trip charge was for driving distance, yet he is only miles north of me, I drive to SLO regularly it only takes 25-30min to get thereThe other appraisal person that came from Santa Barbara mile round trip,,, and guess what NO extra driving distance charge
So yeah I do not and will not agree with his response as he has not stated the correct facts

Dear Sir or Madam,
 
I do appreciate feedback from
customers, positive and negative, because we are always interested in
ways that we can improve. We are sorry for the very...

frustrating
experience he had. I did, in fact, contact our client (the appraisal
management company) on June 11, the day that he phoned us to
complain, and spoke with a company rep. Within four hours, I was
able to reach the supervisor and then phone the customer back to tell
him that he was to be refunded for the trip fee that very day. This
was the same day that the customer filed his grievance with the Revdex.com.
 
 
I'd like to address the concerns that
the customer has brought to our attention:
 
First, as to fees: when anyone starts
the process for a loan or refinance, their loan broker, at some
point, orders an appraisal of the property. They contact a
middle-man – an Appraisal Management Company (AMC) – who then
contacts an appraiser in the area of the home to be appraised.
Communication goes from the lender to the AMC to the appraiser, and
back again the same way. This process was created in 2008 to keep an
arm's length between the lender and the appraiser. It is the AMC who
sends a bill to the lender for the appraisal. The bill includes
their fee and ours. In this case, our fee was about 2/3 of the total
fee of $555.
 
Second, as to scheduling the
appointment: We received the order for this customer's appraisal
on Monday, May 11. On Tuesday, May 12, we contacted the numbers
given on the order to set an inspection date and time. The first
calls rolled into voicemail. Our office staffer left messages on
both voicemail systems explaining that we have a work order for the
address, and would the owner mind giving us a call at their earliest
convenience. We did receive a call back, within a day. We have a
protocol that our staff follows every time we contact a customer to
set up the inspection. We identify that we are speaking with the
owner, and confirm the property address. We explain what the
appraiser will do when he arrives. We note anything special that the
lender needs for him to see, such as water heater strapping or
needing carbon monoxide detectors. Our staff member confirmed these
things and the two agreed on the inspection date as Friday, May 22
with a 2:30-3:30 window for the inspection. The customer responded
to our staff member in the affirmative that he had noted the date and
time. She then notified the AMC of the agreed-on time and date for
the inspection.
 
Third, advance notification of a trip
fee: I will point out that, in 17 years of setting appraisal
inspections, we never mention that if the appraiser arrives for the
inspection, but no one is there to let him in, that a second trip
will be necessary, and will generate a trip fee. With one exception,
there has not been one instance of someone not being there to let the
me in.
 
I went to the property at the appointed
time and found no one there. I phoned the customer's home phone and
left a message, saying that I was waiting to be let in. Sometimes
people run late. But after waiting for 20 minutes with no response,
I left the property to go to my next inspection. I contacted the
AMC so they could notify the lender that I was unable to do the
inspection at that time and would need to reschedule. At that time,
they verified that there was no one at the residence, and a return
trip fee was assessed.
 
I received a call an hour later, from
either the tenant or roommate at the house, and the inspection was
rescheduled for the following Monday, which happened to be Memorial
Day. I arrived at the time agreed on and was let in by a gentleman
who was not the customer. I completed the inspection and later
submitted the report.
 
On June 11, nearly a month later, the
owner phoned our office, very angry. Our staffer repeatedly tried to
get him to give her enough information so that she could help him.
He did not identify himself, or the property he was connected with.
In spite of his outpouring of angry, and even personally demeaning
remarks, she continued to ask him for at least a name and address so
she could help. He finally gave her a name and phone number (not the
address). She kept reassuring him that she did not want to hurt him
or deceive him, and she wanted to help him. She relayed the
information to me. I contacted the AMC, and, as relayed before,
this customer was refunded the trip fee the same day. I called the
customer myself and told him this.
 
So, this man was given his refund of
the trip fee on the day before we received notice that he had filed a
complaint with the Revdex.com.
 
For the record, this is the
first report anyone has made to the Revdex.com about our
business in the 36 years that we have been business owners and in the
15 years we have run an appraisal business.
Carey "Wally" Greenaway
Greenaway Appraisals

Review: He was selected to do a appraisal on our home thru Erates.comI E-signed a form for a cost of $410.00 total.We never heard from anyone about a date/time that it would be scheduled. I kept asking my loan agent when it was going to be done and they did not know. We came home one day to find a message on our home phone that a person left saying he was out side our door and that he had a appointment to do the appraisal. We never knew of a appointment as NO ONE ever called us to set one up. I called the number on the card to find out what appointment and when did they call. We had been waiting for weeks for a appointment and would not have missed it if someone had called us to set it up. I tried calling him multiple times and he never answered. He then called us and we just happened to be home, he said he was in area and wanted to stop by, so we stayed. Again no appointment was set up, he just stopped by. He then submits a bill to processing center for $555.00 saying that since we missed the appointment he was adding a trip fee. Yet while he is here he never says anything about a trip fee. He also wants to add a additional $10.00 for a distance fee(?) as he says it further to drive. Yet his office is only 30/35 miles away. I made calls to my lender and processing center and they have stated that they will never use this place again. This extra charge in my bank created overdraft fee's and multiple small checks did not clear my bank due to these extra ($145.00) being drafted out. Calls to this office yielded no help. This was a unauthorized charge on my bank account.Desired Settlement: I want my money returned, and a complaint noted on his file, and I could not be the only person this may have happened to.

Business

Response:

Dear Sir or Madam,

I do appreciate feedback from

customers, positive and negative, because we are always interested in

ways that we can improve. We are sorry for the very frustrating

experience he had. I did, in fact, contact our client (the appraisal

management company) on June 11, the day that he phoned us to

complain, and spoke with a company rep. Within four hours, I was

able to reach the supervisor and then phone the customer back to tell

him that he was to be refunded for the trip fee that very day. This

was the same day that the customer filed his grievance with the Revdex.com.

I'd like to address the concerns that

the customer has brought to our attention:

First, as to fees: when anyone starts

the process for a loan or refinance, their loan broker, at some

point, orders an appraisal of the property. They contact a

middle-man – an Appraisal Management Company (AMC) – who then

contacts an appraiser in the area of the home to be appraised.

Communication goes from the lender to the AMC to the appraiser, and

back again the same way. This process was created in 2008 to keep an

arm's length between the lender and the appraiser. It is the AMC who

sends a bill to the lender for the appraisal. The bill includes

their fee and ours. In this case, our fee was about 2/3 of the total

fee of $555.

Second, as to scheduling the

appointment: We received the order for this customer's appraisal

on Monday, May 11. On Tuesday, May 12, we contacted the numbers

given on the order to set an inspection date and time. The first

calls rolled into voicemail. Our office staffer left messages on

both voicemail systems explaining that we have a work order for the

address, and would the owner mind giving us a call at their earliest

convenience. We did receive a call back, within a day. We have a

protocol that our staff follows every time we contact a customer to

set up the inspection. We identify that we are speaking with the

owner, and confirm the property address. We explain what the

appraiser will do when he arrives. We note anything special that the

lender needs for him to see, such as water heater strapping or

needing carbon monoxide detectors. Our staff member confirmed these

things and the two agreed on the inspection date as Friday, May 22

with a 2:30-3:30 window for the inspection. The customer responded

to our staff member in the affirmative that he had noted the date and

time. She then notified the AMC of the agreed-on time and date for

the inspection.

Third, advance notification of a trip

fee: I will point out that, in 17 years of setting appraisal

inspections, we never mention that if the appraiser arrives for the

inspection, but no one is there to let him in, that a second trip

will be necessary, and will generate a trip fee. With one exception,

there has not been one instance of someone not being there to let the

me in.

I went to the property at the appointed

time and found no one there. I phoned the customer's home phone and

left a message, saying that I was waiting to be let in. Sometimes

people run late. But after waiting for 20 minutes with no response,

I left the property to go to my next inspection. I contacted the

AMC so they could notify the lender that I was unable to do the

inspection at that time and would need to reschedule. At that time,

they verified that there was no one at the residence, and a return

trip fee was assessed.

I received a call an hour later, from

either the tenant or roommate at the house, and the inspection was

rescheduled for the following Monday, which happened to be Memorial

Day. I arrived at the time agreed on and was let in by a gentleman

who was not the customer. I completed the inspection and later

submitted the report.

On June 11, nearly a month later, the

owner phoned our office, very angry. Our staffer repeatedly tried to

get him to give her enough information so that she could help him.

He did not identify himself, or the property he was connected with.

In spite of his outpouring of angry, and even personally demeaning

remarks, she continued to ask him for at least a name and address so

she could help. He finally gave her a name and phone number (not the

address). She kept reassuring him that she did not want to hurt him

or deceive him, and she wanted to help him. She relayed the

information to me. I contacted the AMC, and, as relayed before,

this customer was refunded the trip fee the same day. I called the

customer myself and told him this.

So, this man was given his refund of

the trip fee on the day before we received notice that he had filed a

complaint with the Revdex.com.

For the record, this is the

first report anyone has made to the Revdex.com about our

business in the 36 years that we have been business owners and in the

15 years we have run an appraisal business.

Carey "Wally" GreenawayGreenaway Appraisals

Consumer

Response:

Review: 10665086

I am rejecting this response because:

Regards,

J[redacted]

He never provided me proof that he called to set up time, I check our caller ID on all our phones for their numbers/missed calls and we found no record of any call coming in from them. I called his number 2'xs that day he did show up and he never returned my call. They say they spoke to someone that verified the first appointment, (which they didn't) yet they have they have no name/time that they did this. When the guy did call me back he never could tell me when they called. He in fact was telling me on our speaker phone that he sometimes forgets things and is not sure when they did this. Now why in the world would someone tell us they are forgetful given the scenario we are discussing. I asked him for phone records to show when he called to set up appointment , which he said they did not have, I ask who did you speak to? he did not know. I had repeated been inquiring with my loan officer when the appraisal was going to be done, he told me it was scheduled for after Memorial day and would not be done sooner than that. Why would we be asking/waiting for almost 3 weeks for the appraisal to be done knowing it is crucial to our loan, only to not be available for it. Makes no since. This company obviously forgot to properly schedule this, they just don't want to admit it. Even the day he did call me back we discussed and he asked if he could call me back in 30min I said yes, and of course he NEVER DID....he must have forgot AGAIN. yes in the end I did get refund, but only after it caused incoming check clearing issues at my bank that no one reimbursed me for. I still would never use/recommend this place ever again. And was told be my loan officer they would not use either, as they never file a request/authorization for any increase in fee's which they were supposed to, then loan company would advise me of any increase for me to decline/accept. That never happened.

He also stated that he included an additional 10.00 trip charge was for driving distance, yet he is only 35 miles north of me, I drive to SLO regularly it only takes 25-30min to get there. The other appraisal person that came from Santa Barbara 145 mile round trip,,, and guess what NO extra driving distance charge. So yeah I do not and will not agree with his response as he has not stated the correct facts.