Appraisal Types & Requirements
A HO says: “No one came to my house, but you said my appraisal is complete.”
What is an AVM?
A HO emails 5 days after order: “Why hasn’t anyone called me yet?”
Reassure — still within 1–2 week window.
HO says: “The agent never showed up for my inspection.” Who do you tag?
@appraisal-status.
HO says: “The appraiser missed my finished basement.”
Valid Recon reason — send form.
A report calls out roof damage. What must be provided by the homeowner?
Roof Cert.
A HO submits their own appraisal ordered by them personally. Can we use it?
No, it must be a full appraisal ordered by a lender.
A HO says: “It’s been 12 days and I haven’t heard a word.”
Escalate to @appraisal-status.
HO says: “Can you resend me my completed report?” Who do you tag?
@ValuationReviewers.
HO sends Zillow listings as comps.
Not valid — comps must be closed MLS sales.
HO asks: “Why am I paying for this if Point ordered it?”
Fees deducted at closing, not paid upfront.
A HO says: “Why can’t you just accept this desktop appraisal I got last year?”
Only standard full appraisals (1004/1073/1025) are acceptable.
A Hybrid inspection was completed yesterday. HO wants results today.
Explain: 1–2 business days after photos.
HO says: “I want to keep going, but my appraisal has expired.” Who do you tag?
BPO-TC.
HO wants to submit a second Recon after the first was denied.
Not allowed — only one Recon request per HO.
Mold is visible in photos. What’s required?
Mold Cert from licensed professional.
How long is a homeowner-provided appraisal valid?
4 months, with at least 30 days remaining.
A full inspection was completed 9 business days ago, no report yet.
Explain 5–10 day window and escalate to @ValuationReviewers.
HO reports discriminatory comments during the inspection.
Immediate escalation to Valuations team.
HO submits comps from 3 years ago, farther away than those used.
Invalid — must be recent and close.
What should Point do if the report calls out racial bias?
Escalate immediately, throw out appraisal, order new one.
A HO’s appraisal is 3.5 months old and expiring in 20 days. What should you do?
Proceed with ordering a new appraisal since validity is too short.
A HO has waited 15 days with no contact, and AMC portal shows “pending.” What do you do?
Escalate urgently to @appraisal-status, log in Salesforce, and reassure HO you are following up.
HO insists Point “force the appraiser” to raise their value. What should you do?
Explain independence of appraisers, do not promise changes, and guide them toward Recon if valid.
HO calls upset: “This report is wrong. I’m not filling out any forms—you fix it.” What’s your next step?
Stay empathetic, explain the Recon process requires homeowner-submitted form and comps, and offer to resend the form + instructions.
HO says: “I spent $50k on my kitchen remodel, why isn’t the appraisal $50k higher?”
Upgrades are reflected in condition rating but not always dollar-for-dollar. Explain appraisers adjust value based on comps, not cost.