ComplaintsforSolidifi

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BEWARE! I purchased an appraisal through ********* ****** ***** to support a HELOC loan I was applying for. The appraisal cost $875 and I did not have a choice as to which company was going to be used. The appraiser came out and had two different questions that he asked continually. - what modifications or updates have been done since we purchased and where is the water heater located. Otherwise, he spent 90% of his time measuring the home, using some laser measuring device 90% of the time. We spent about an hour here, appraising a 4 floor, 5000sqft house. The appraisal came back extremely low compared to other appraisals done for this same house in the past. Upon closer review, the listed square footage of the on the appraisal was 400+ sq feet less than actual, compared to two other past appraisals, a structural survey in 2010 and a comparison to the listed sq footage of the house next door, which is structurally identical to ours. In addition, our home is a 5 bedroom, 4 bath home, and always has been. The appraiser from Solidify missed a bedroom entirely, listing the property as a 4bdrm, 4bath. On top of these factual inaccuracies, a house that sold 6 months prior to the appraisal that is 1 mile from our home, has similar sub level sq footage as mine and listed as smaller in sq footage sold for nearly $150K more than the appraisal of our home claimed. When presented with these topics, Solidify would not re-visit, re-analyze, or re-consider the facts. WORST appraisal I have ever seen.

  Business response

  10/27/2023

  We regret that you had a negative experience with your appraisal process. Upon review of your order, we see that the contractor did not fully address your concerns. A refund of $875 has been issued to your original payment method as requested. Thank you for bringing this matter to our attention. 

  Customer response

  11/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the standup approach Solidifi had to this and commend them on the excellent follow-up customer service.   Regards,  ***** ****

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My soon to be ex husband used solidifi title company in ******* county Florida to handle a loan he took on his/our home to buy me out and end divorce. My attorney was emailed to have me sign, notarize and overnight the papers to take my name off the deed. I was reluctant to do so without receiving any of the money agreed upon in court but I did. I rushed to do so and solodifi’s email stated that they had the money would be sent as soon as they had the signed and notarized documents. That was a week ago meaning it was delivered 6 days ago. I emailed the representative from solidifi several days after I overnighted it and received no response or acknowledgment. We are now past the deadline given by the court officer and I will be contacting the court tomorrow afternoon if this isn’t resolved tomorrow morning.

  Business response

  06/20/2023

  Dear customer - thank you for reaching out. A member of our team has contacted you directly with the appropriate escalation contact for your lender. Please attempt to contact your lender/bank; we are happy to provide any additional assistance as needed. Solidifi strives to provide timely support for consumers and facilitate the resolution of any billing discrepancies. We thank you for your time, and are available for any additional requests for necessary support.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Solidifi Order #: ********* for ***** ***** * **** ****** *** ******** ******** ** ***** I paid $495 in advance and scheduled an appraiser to come to my home on Monday, 12/6/2021. A representative came by and seemed to do an appraisal on that Monday morning, and we were told when my daughter called on Thursday 12/9/2021, that a report would be submitted by Friday, 12/10/2021. She called on Friday to see results and verify report, as it is a key component in my home refinancing. She was told it had not been submitted, that the company would track down the appraiser, and to please call back Monday. She waited and called Tuesday 12/14/2021, and was told it was STILL not submitted. She waited on the line while they attempted to contact the appraiser, and also a report was sent to their supervisor for follow-up. They were unable to make contact and she was told she would receive a call-back Wednesday morning. Wednesday afternoon, with no call-back, she called Solidifi again and was told the same thing as Tuesday. She was placed on hold while they attempted to contact the appraiser, and sent another email to the appraiser's supervisor for follow-up. No response from the supervisor has been received. At this point she asked to please schedule a new appraiser to be expedited, as the report is needed ASAP. She was told "No, service has already been rendered." But if a report has not been submitted, then no service has been completed. She asked to speak with a supervisor on staff, and was told there were none. After 10 minutes of trying to determine the next course of action, the tech offered to speak with her "team lead," who then appeared to have JUST logged off for the day. It is now Thursday, 12/16/2021. My daughter has been on hold waiting to speak to a service rep for over 15 minutes, with a first attempt to call being a 10 minute hold and then the line being disconnected.

  Business response

  01/03/2022

  We are sincerely sorry for the service delay and lack of communication. Solidifi takes pride in offering timely services and exemplary customer service support. The lack of adequate support and communication during your appraisal process is unacceptable, and we will be using your feedback for team coaching and future service enhancement. The timeline for the appraisal is as follows: the appraisal was submitted to your lender (our client) on 12/21/21; the lender then canceled the order 12/28/21 leaving no further action for Solidifi. If you are requesting additional information or details, please let us know. We are happy to collaborate with the client (your lender) on any additional service support. Thank you for your time and valuable feedback.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We are using **** ******* ****** union for a mortgage they used Solidifi as a 3rd party Appraisal company. We were told on 11/3 that we would have an appraisal by 11/24. NO info for weeks, finally we contacted the bank and they said it would be done on 11/24, the appraiser never even made contact to be able to access the property. We got to 11/24 and the appraiser finally went to the property, now stating that it would be turned in by 12/2. 12/2 came and went and nothing. We have had to do TWO extensions to our contract, we've missed closing TWICE because of solidifi, barely got a final extension, now to only be told that we STILL to this day 12/6 have NO Appraisal!! Apparently No one has ANY info at solidifi, stated they would "reach out to appraiser" to check status. We have had to extend a lease that we should have been out of over a month ago! We still have no guarantee of closing since we barely got an extension and NOTHING has been said or done to expedite this process. We want our appraisal and we want it to our bank like yesterday! This business is a joke! You are a professional company working with banks, dates and deadlines are CRUCIAL. Solidifi has almost made us lose our house that we are trying to buy because they cannot communicate or KEEP DEADLINES. The house is in Jacksonville, TX, they also stated that no appraisers were able to be located within 1000 miles. Nonsense. Tyler has an abundance of appraisers, ones that told me 2.5 months ago that I could've had my appraisal done and back within two weeks. Here I am months later with no resolve. Solidifi, contact our appraiser, get our appraisal turned into **** ******* ****** Union, so we can complete our deal now that we have been in it for almost 3 MONTHS. Absolute nonsense! ******* ******** (###-###-####) is our contact at the bank. I would like solidifi to contact someone, EXPEDITE and give them our appraisal!

  Business response

  12/07/2021

  Solidifi is sincerely regretful to hear of your negative service experience. However, we were not able to locate an appraisal under the provided contact information or property address. Please let us know if you have any additional information to locate your order, or if we may provide any further support. Your lender may be able to provide some additional assistance in expediting any appraisal services with an alternate AMC. We thank you for your time, and value your feedback. Best regards

  Customer response

  12/08/2021

  The address of the property *** ****** **** **** ************ ** *****

  The bank using Solidifi is **** ******* ****** union 

  my name is ********** ********. The loan is in my name. 
  The appraiser assigned to our case by solidifi is ***** * ******* ******* * ******* ***** ** **** ***** ** ***** **********

  Business response

  12/08/2021

  Our sincere apologies for the inconvenience this appraisal has caused. We have searched our system and are still unable to locate an order associated with your property. Please reach out to your lender contact for any additional information regarding the status of your appraisal. Solidifi is happy to collaborate with our lender clients if any additional support or new appraisal order is required. Thank you for your time.

• Initial Complaint

  12/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started the refinance process in mid October. I had a rate locked in and completed my required documentation wit ******** USA. The took a payment from me for an appraisal back in Oct. That payment has been sent to Solidifi according to the closing documents I just received. We were supposed to close in three days and there still has not been an appraisal done or even scheduled. I spoke with the mortgage company two days ago and was told it may be another 6 weeks to get an appraisal. On top of that, solidifi is wanting to double the deposit I already paid. I am sure we are going to miss the closing in two days and my rate lock expires the following week.

  Business response

  12/07/2021

  We regret to hear of your lengthy and inconvenient loan process, and have escalated your concerns back to your lender (our client, ******** Loan Services, LLC).  Solidifi received an appraisal order for your property on 11/23/21; we are collaborating with the appraiser to complete the order as quickly as possible. Solidifi strives to provide timely services with the most professional appraisers in the market. As such, we will continue making this appraisal a priority and working with the appraiser to facilitate appraisal completion. We appreciate your time and feedback. Please let us know if we may provide any additional support at this time. Thank you!

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mortgage company ****** ******** aka ******* ***** hired solidify to do the appraisal on our home we're purchasing in Idaho and the results of that appraisal has not been turned into our mortgage company and our closing date has passed and we're still waiting. The home we're buying is in pierce Idaho where we can get up to 106" of snow pretty fast and we need to move in asap to beat the snow. They are really making it difficult to move forward with our first home purchase and extremely stressful. Everything else is done and we're all waiting on the appraiser. Sad customer service in my opinion, people's lives hang in the balance while this company takes it's sweet time because it does not affect them.

  Business response

  10/27/2021

  Our sincere apologies for the delay and inconvenience caused by this appraisal. The report was sent to your lender on 10/26. Please follow up with ****** for any additional information; Solidifi is happy to collaborate with your lender to provide additional support, as well. We strive to provide timely and professional services, and take your feedback seriously in an effort to improve services. Thank you for your time!

• Initial Complaint

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband and I are scheduled to close thursday after already pushing closing one whole month due to appraisal turn around time. It has been confirmed appraiser went out to the property from solidifi to our lender (****** ********), and had 7 days to turn in their report. They are currently 3 days past due for the report, and sellers do not want to push closing any longer. Who can blame them! After already charging a higher than normal fee, and being late how can one be happy with this company. We are going to lose out on around $3,000 due to their lack of performance, lack of urgency, and management of appraiser only by fault of appraiser and Solidifi. This is clearly a pattern if you read the other reviews. Order #*******.

  Business response

  10/28/2021

  We apologize for the inconvenience and delay. Solidifi appreciates your time and feedback, and we have utilized this as a coaching opportunity with the appraiser. The report was delivered to your lender today, 10/28. Please let us know if we may offer any additional support. Again, thank you for your time; we are sincerely regretful for your negative service experience.
  
  

  Customer response

  10/29/2021

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has be the worst company. If I could give zero stars, I would. Our mortgage company hired Solidfi to get an appraisal. We have been waiting for the appraisal report that was supposed to have been completed on September 15th. We kept being told that they are trying to get a hold of the appraiser for an update. Two weeks later the appraiser finally went out to the house. We were told that it was submitted and a week later they say they finally received it, but some corrections were needed. In the meantime we had to request an extension on our closing. A week later, they still have not submitted the report to our lender and we are having to ask for another extension. We sold our house and thought we would only have a week before we would be in our new house. The movers are charging us extra to store our stuff because it is longer than we originally agreed to. The address is ** ******* *** ******** ** *****. Extremely disappointed in this company and will not recommend to anyone.

  Business response

  10/26/2021

  Solidifi is sincerely regretful for your negative service experience. Since receiving your feedback, our team has worked diligently to expedite completion with the appraiser. We received confirmation from the appraiser that the report will be delivered this week, and have made it a priority to deliver to your lender asap. We appreciate your time and feedback, and will utilize this experience as a coaching opportunity. Solidifi strives to provide timely and professional appraisal services, and we apologize for exceeding your deadline. Please let us know if we may offer any additional information or support. Thank you

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been working with our lender to facilitate an appraisal on a home we are purchasing. The appraisal was ordered on 8/10 and accepted by Solidifi on 8/16. The original date the lender was told the report would be delivered was 9/8. We are well past this date, by over a month and there really is no forward progress besides the appraisal management company telling our lender that this has been "escalated." We have had to move our closing date now 4 times due to the appraisal not being complete. I am not asking for anything special, just to have the appraisal complete. It is a unique property, but over 30 days late is not acceptable and we need this to be finalized.

  Business response

  10/28/2021

  The business states that they are awaiting report delivery.  We spoke to the appraiser yesterday and they stated that they would be sending report this week.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are currently trying to buy a house in Georgia. We are at the point in our process that we need an appraisal and our mortgage company has hired Solidifi to do that job. On 10/1/21 I made the payment to Solidifi so that they could schedule the appraisal and complete it as our closing date is supposed to be 10/25/21. From 10/1 up until 10/4 the payment was reading as pending in our account, even though my husband called Solidifi to confirm that they received the payment. They stated that they were just waiting on an appraiser to call them to set up the appointment. On 10/5/21 I checked my bank account and the amount is no longer pending, but is just in my account, like we never tried to make the payment at all. We've been on the phone trying to talk to someone and noone will pick up. We would like to be able to get our appraisal done in a timely fashion so that we can move on with our closing date as we are moving across the country and have a lot of planning to do.

  Business response

  10/05/2021

  We are sincerely sorry for your wait time and poor service experience. Solidifi strives to provide timely services and exemplary customer support. We are committed to delivering this appraisal ahead of your closing date. The appraiser has been contacted and will be scheduling the inspection asap. We have also escalated your concerns to your lender so that your appraisal will receive utmost attention and priority. Please contact your lender for any billing support, or let us know if Solidifi may provide additional assistance. We thank you for your time and valuable feedback.

*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. ↩