Customer ReviewsforNationwide Appraisal Network, LLC

Good afternoon,
In response to the complaint listed below. Nationwide Appraisal Network would like to submit a timeline of the events that occurred with the order associated in the borrower’s comments.

Order Received 3/1/2024 12:59pm EST.
Payment for Order Received on 3/4/2024 10:43am EST.
Order placed on Hold Pending Additional Documentation from Lender 3/4/2024 2:09pm EST.
Hold Removed 3/4/2024 5:00pm EST.
Appraiser assigned to Order 3/5/2024 12:24pm EST.
Order Accepted by appraiser 3/5/2024 1:25pm EST with due date to client of 3/11/2024 by end of business.
Appraiser advises 3/8/2024 4:05pm EST that she is awaiting information from the local municipality to ensure everything is properly verified and documented before completing the report. Due date extension requested by appraiser. Lender due date unchanged from 3/11/2024 as even with delay from appraiser, order still on track for delivery date.
Appraiser advises on 3/12/2024 9:52am EST that the assignment is complex in nature and that the report will be submitted to NAN that same day. Lender notified.
Report submitted by appraiser to NAN on 3/13/2024 1:52am EST; delivered to lender at 1:40pm EST after Quality Control Review completed the same day.

We apologize of course for any inconvenience that occurred with this order. There was a delay on the payment in the beginning as you can see and also on the field appraiser’s end with the final delivery of the report due to the assignment being more complex than what originally the appraiser had thought. At NAN, customer service is our top priority, and we take it very seriously. Please feel free to contact our Director of Escalation & Vendor Services, Jimmy S***** if you have any questions.

Thank you,

Good morning,

Thank you for reaching out to Nationwide Appraisal Network. We have reviewed the file in detail internally and determined that the complaint in this case does not rest with Nationwide Appraisal Network. 

Our client is the Lender who ordered the appraisal. As the realtor on this transaction you may not be familiar with the processes the *** is responsible for during the life of the appraisal. It appears as though there is a misunderstanding of what specifically an appraisal management company (***) does within the life of an order. Nationwide Appraisal Network,as an ***, manages the appraisal procurement process from start to finish. From order entry to appraisal report delivery, we manage the process in its entirety while communicating throughout the process with the lender on each order's progress. The appraiser selection is just a part of that process. We manage a robust panel of appraisers and keep key performance indicators on every appraiser to ensure quality reports, communication, and customer service is maintained at exemplary levels. The *** is also responsible for the Quality Control of each report that is delivered to our clients.

The issue relating to pricing is specific to each lender as Nationwide Appraisal Network is contractually obligated to adhere to the fees set forth by our client, barring any additional complexities the appraiser may report. The margin associated with our orders is the fee for our services of managing the appraisal process and is not just simply data entry of an order which is suggested. Again, the pricing is controlled by the lender and is based on customary and reasonable fees for the market by the lender. The pricing is proposed at the onset of the order and is agreed upon before work begins. If there are any questions or concerns regarding pricing these should be discussed upfront before accepting the order.

Thank you,