Public Mediation

Victim of Poor Customer Service vs. Bank Of Tuscaloosa

I just wanted to be helped and heard!

G. W. vs. Bank Of Tuscaloosa - Synovus Bank
2200 Jack Warner Pkwy Ste 100, Tuscaloosa, Alabama, 35401, United States
Amount Involved: $490.00
    • Claimant Seeks: View.
    • Claim #: 1785358
    • Amount Involved: 490.00
    • Filed On: Aug 12, 2016
    • Posted On: Aug 23, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I was working towards obtaining a home mortgage. The appraisal was not performed correctly. All of the information was not given to the appraiser. When I asked for help I was ignored, my calls were not returned, etc. I set up a time to meet and the person was not even in the office. I asked for my money back and was told more or less that it looked like sour grapes on my part. I am so disappointed in their customer service. They do not try to explain or help customers."
...
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Additional Communication Between Claimant and Bank Of Tuscaloosa - Synovus Bank Hide
  • Aug 18, 2016, Claiming party added:

  • I am unhappy with the customer service I received. The person I worked with did not give all of the information to the appraiser, did not try to help me understand the process, did not call me. He sent me an email and said that it came back low. He did not respond to my requests for help. He was not in his office when I was scheduled to come in for help, told me later he had lunch plans, he could have asked to reschedule. He gave me incorrect information on the amount of cash I would need to close. If Bank of Tuscaloosa/Synous had handled this properly from the beginning I would have NEVER paid the $495 to them. I feel like I have been treated poorly and they do not care about customer satisfaction. When I was called back I was told it looked to him like a "classic case" of someone just being upset. This is not true. I was given false information. I only want to have my money refunded, I am not looking for damages or anything out of the ordinary. If I cannot get my money back, then I want this made public. I am not asking for a refund based on the appraised value but based purely on the NEGATIVE experience.

  • Aug 20, 2016, Claiming party added:

  • Mr. Davis, Your last post is completely incorrect. I told you in our first phone call that I was asking for my money to be refunded based upon the lack of customer service I experienced. I detailed for you phone calls (or lack there of), emails, etc. I have them too. If I had been spoken to about this matter, if I had been apologized to when I called out the customer service issues, I would not be demanding my money back. I have not changed my argument once. I gave you and the Bank of Tuscaloosa/Synovus more than an ample opportunity to make this right. Have you every thought of talking to your customers when they have a concern and not just dropping an email with a life changing message? Again, you failed me because not all of the information was not given to the appraiser, I have interviewed several since that time and have learned a lot about the process. I just don't understand why you don't care about customer service.

What Claimant Wants Hide
1. Refund: Refund of fees Aug 17, 2016 $490.00
Cash total : $490.00
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with no explanation. This claim will remain posted until resolved.
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  • 2
  • Contributed Solution: by J Petaluma On 08-25-2016
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    Bank should pay for a second appraisal More...
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Is this a fair resolution?
  • Comment: by Priscilla Dougherty — Online mediator
    • On: 08-25-2016
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  • Charging a Fee for an appraisal that was not submitted with accurate information is not in compliance with  the FDIC.

    According to FDIC regulations, appraisals must be: 

    "Be written and contain sufficient information and analysis to support the institution's decision to engage in the transaction;" 

    Sufficient being the operative word in this transaction, or should I say lack there of.

    This seems fairly simply,  the fee charged was for  a service, the service could not be given without sufficient information, thus a fee refund is due.

    Customer Service is number one in business,  this case dropped ball. Step up to the plate, do the right thing !



  • Comment: by John Rundles — Online mediator
    • On: 08-25-2016
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  • Mr Davis,

    You our are clearly hung up on your definition of "valuation."  She didn't even mention this in the complaint.  She illustrated a series of poor communication and poor service from your end.  She said the appraisal was done wrong, yet you fail to explain how it wasn't.  Is Synovus and Bank of Tuscaloosa so strapped for cash that $490 would mean the end of the line?  Doing the right thing means something!  The Bank of Tuscaloosa should represent what Tuscaloosa is - and that is a Southern city with charm, morals and honest dealings.  From where I sit, I see a customer that is being bullied by a company that, frankly doesn't belong in the South!

  • 1
  • Contributed Solution: by Ronda Leigh On 08-25-2016
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    I think you should listen to your customer More...
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Is this a fair resolution?
  • Question: by Tammi Balbuena — Online mediator
    • On: 08-24-2016
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  • Mr. Davis, you have an unhappy customer.  What have you done to try to resolve it?  It sounds like nothing.  This is a construction loan, right?  So how can the value of something that has not been built be appraised so differently by the appraiser and the builder? There must be a wide gap in order for the complainant to be so upset.  
    Incorrect math?? Isn't that your job, to get the math right?  

    I know where I am NOT going when I do my construction loan in a few months!

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