Consumer complaint received 2017-08-22
Company: NATIONSTAR MORTGAGE LLC
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My complaint is with Nationstar now known as Mr. Cooper. I asked them to do an in house appraisal ( a cheaper version of a full appraisal ) so that I could have my PMI insurance removed. XXXX from XXXX XXXX XXXX came out to my home at the request from Nationstar ( Mr. Cooper ) on XX/XX/XXXX.  He took pictures and walked the house including the outside. When the valuation came back at {$480000.00} I was disappointed especially considering my neighbors house across the street just sold for {$510000.00} and a few weeks later my other neighbors house sold for about {$530000.00}. Note : our neighborhood is only about 5 years old ( my home is just over 4 years old ) so our homes are newer and very similar. His report was a disaster : Here are the listed issues : 1-The report is a BPO,  not an appraisal. The disclaimer on page 7 of his report clearly states that the report is not an appraisal, and it was completed by a real estate broker, not an appraiser. I understand that we bought an indoor appraisal but what we were told was an appraisal nonetheless not a BPO. Had it been made clear to me when I spoke to the PMI Nationstar customer service rep when ordering the appraisal I would have paid for the full appraisal. 2-The appraiser just made adjustments based on total square footage, not above grade, below grade, and basement finish. This is huge since several of the comparables had unfinished basements. 3-Almost all of the comparables are rambler style homes, why did he not use 2-story properties like the subject property. There are more than enough 2-story properties in the area ( See attached comps ).

4-Fireplace count is incorrect, we dont have a fireplace, however we do have a radon system installed that we were told would be included on the report when we asked. 5-Garage count is incorrect he states 2 car when his picture of our home clearly shows 3. The agent listed that the subject property and all comparable properties have 2-car-garages, which is incorrect. The subject property and comparable sale # 3, and comparable listings # 1 and # 2 all have 3-car-garages. 6-Our office is missing 7-Six comparable properties were included in the BPO, all six were listed as 2-story properties, only one ( Comparable Sale # 3 ) is actually a 2-story property. The agent actually listed 5 of the properties as 2-story homes when they are clearly ramblers. Note we agree with Comparable Sale # 3 XXXX XXXX XXXX XXXX XXXX XXXX UT being used as it is across the street from our house in the same cul-de-sac and thus not included in our comparables provided in our attachment. 8-The BPO shows Comparable listing # 1 and Comparable listing # 3 as having been built in XX/XX/XXXX,  but the MLS listings clearly show them as having been built in XX/XX/XXXX. 9-The bedroom and bathroom count is incorrect. Our home is a 5 bedroom 3 bath not what he shows a 3/2. 10-The appraiser knew we had a finished basement as shown in our pictures provided since he took a picture of the downstairs bathroom but failed to provide any other photos of the basement. 11- The appraiser also asked us where we needed to be with the appraisal which to my understanding is not acceptable in the industry. I filed a formal dispute to the 2 provided email addresses from the Nationstar PMI department reps I spoke to XXXX and XXXX on XX/XX/XXXX and was told it would take about 3 weeks to have a response. I called on XX/XX/XXXX since I had n't heard anything and was told my request was n't in their system. I then re-forwarded my request to the EXACT same email addresses used on XX/XX/XXXX and the Nationstar agent said it came through. After waiting several weeks again I called back in XX/XX/XXXX about the XX/XX/XXXX-XX/XX/XXXX. Only to be told that I could no longer dispute the valuation because apparently the person who did the valuation ( XXXX at XXXX XXXX XXXX ) no longer worked there. I was told I was still going to have to pay for the valuation and that was the end of it. I asked for a manager and was told that XXXX would call me back, after not hearing from XXXX after a couple of days I called again and asked for another manager I spoke to XXXX on Monday XX/XX/XXXX and he told me it was true I could no longer dispute it and when issues come up with companies like like XXXX XXXX XXXX they no longer use them they are taken out of their system. He then told me THEY would pay for a new valuation and work on not having me not pay for the first one since it has been such a nightmare. I agreed to the new valuation. On XX/XX/XXXX I was contacted by the exact same guy who did the first valuation to come out and do my second one XXXX with XXXX XXXX XXXX. I called Nationstar immediately and was told another manager would get back to me on FRIDAY 3 days from now after he looked at my file. My wife called after I was told 3 days and she was told another manager would call her back since they were at lunch, hours later still no return phone call. Nationstar/Mr. Cooper has a very interesting phone system when you call in. Every time you call in you go to a different state and when you say the name of the last person you spoke to they do n't know who that is even if it is a manager because they are in a different state and they ca n't transfer you to that person. So you have to start all over EVERY time you call in. No accountability on anyone 's part once they are off the phone with you. It feels to me as though they will do whatever they can to make sure you ca n't remove the PMI insurance.

Company response to consumer: Closed with explanation