ComplaintsforSolidifi
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Complaint Details
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Initial Complaint
09/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Solidifi is the appraisal management company our mortgage lender, BofA, chose to use for the appraisal of a new home purchase. The appraisal wasn’t “picked up” by an appraiser until 8/12, which still seemed like enough time to close on 8/24. It is now 9/21 and the appraisal report still has not been returned to BofA. We are so disheartened and frustrated with this process. We have been calling daily since the closing was missed and we keep getting the message, “It's in progress and should be finished today,” yet each day goes by with no progress and no accountability. We were supposed to close 28 days ago! It seemed like we had plenty of overlap between the 8/24 closing date and when movers arrived in WI to take us to VA. This isn't the type of stress I wanted to add on to the normal stresses of starting a new job, a cross country move, and being a new mom. The sellers are running out of patience, and we are at risk of losing this home because of Solidifi's incompetence.Business response
09/23/2021
We sincerely apologize for the delay and inconvenience this appraisal has caused. Solidifi strives to provide timely services and transparent communication with our clients. We take your feedback seriously and escalated the order internally to ensure prompt delivery. The appraisal has since been completed and delivered to your lender (9/23, 4 PM EST). Please let us know if we may offer any additional support. Thank you for your time.Customer response
09/24/2021
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for completing the appraisal. Regards, ***** *******
Initial Complaint
09/16/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Had an appraisal ordered through ****** ******** appraiser came out to property on 8-14-21 report was due 9-13-21. The day came and went nothing have had to get multiple extensions and am now in jeopardy of loosing our contract. The appraiser refuses to contact the bank at all and we were charged 1850$ for an appraisal that has yet to be completed without even an etaBusiness response
09/22/2021
We apologize for the delay and inconvenience caused by this appraisal. Solidifi strives to provide timely and professional services. We have escalated the issue to your lender, and are also actively prioritizing communications with this appraiser to complete the report asap. Solidifi's internal management team is working closely with the appraiser to finalize the report, which we hope to have delivered no later than 9/24. Please let us know if we may offer any additional support. We appreciate your time and feedback.Initial Complaint
09/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am in the process of cash-out refinancing a home loan with Rocket Mortgage. Rocket Mortgage has selected Solidifi to manage the appraisal process. Solidifi has been unresponsive, and I have been waiting several weeks for an appraisal. The lender has reached out to Solidifi several times to schedule the appraisal, but no appraiser has contacted me. I am now sitting on hold with Solidifi, and have been on hold for 1 hour and 30 minutes without hearing a human voice. I am using the cash-out funds to purchase another property which is in escrow. The sellers of that property have a contingent offer on another home. The delay in appraisal is now risking the purchase of our property and theirs. Solidifi is unresponsive, and has not met the industry standard for customer care. I am attaching a copy of the loan estimate because it contains all relevant details about the property and the lender.Business response
09/09/2021
Our sincere apologies for the delay and lack of communication. The appraisal has been escalated to management and we confirmed an inspection date for today (9/9) at 10:30 AM. We will continue prioritizing communication with the appraiser to ensure delivery by 9/15. We appreciate your time and feedback. Solidifi strives to provide an optimal and timely customer service experience. Please do not hesitate to contact us if we may be of further assistance. Thank youCustomer response
09/10/2021
I have reviewed the response made by the business in reference to complaint ID ********, and while it does not make up for the initial delay, they have identified a clear path forward. As long as this path is maintained, the result will be acceptable. Regards, ****** ********
Initial Complaint
09/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was informed by my broker he would be enlisting Solidifi appraisal company to get in contact with a previous appraiser I had used less than 12 months ago. Informed Lender would only go with appraisers they were familiar with, luckily the appraiser used last yr would be valid for this new lender. Like previous year I used a broker, BUT this broker used Solidifi to process payment for the same appraiser I would be using. The year before, the broker let me know this appraisal company would be in contact with me and they directly billed me. This time, Solidifi invoiced me Order #********* on August 20th. I paid the amount of $474, same fee as previous year. Then on August 27th, there was an unauthorized charge to my MC for $644. Ridiculous as the exact same service was provided but now ballooned charges. Full inspection for $520, Market Rent $50. When I spoke to the appraisal company they had said I was all paid up. This is a complete bait and switch. No authorization by me for the $644.Business response
09/13/2021
Our sincere apologies for any billing confusion or service issues. Solidifi strives to uphold fair service fees and exemplary customer support. We are escalating this billing discrepancy to your mortgage broker. It appears the appraiser requested additional fees, which were approved per the broker. Please contact your broker or lender; Solidifi is happy to collaborate to provide any additional support support. Thank you for your time.
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Customer Complaints Summary
14 total complaints in the last 3 years.
1 complaints closed in the last 12 months.