FAQ - General

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EagleView is proud of the accuracy of our reports. Our Premium and Standard reports set the de facto standard for accuracy and our reports are accepted by insurance companies. Our accuracy has stood up to many studies conducted by roofers and insurance companies whereby our EagleView reports were checked against their own measurements. The results have consistently shown that EagleView’s total square footage agrees to within a low percentage of error with careful, rigorous, on-site reference measurements made by their experienced professionals. Investigations showed that discrepancies most frequently occurred due to approximations and erroneous geometric calculations made during the manual measurement process.

Our proprietary software uses advanced image processing techniques to determine the pitch angles from aerial photographs. EagleView’s patent-pending technology allows us to accurately determine pitch in order to produce true, complete measurements of the building in multiple dimensions.

Properties are measured from aerial images. In some cases, these images may not be suitable for an accurate measurement of a building either because image quality is not sufficient (e.g. low resolution, blurry, etc) or because too much of the view of the building is obstructed (e.g. by trees, clouds, etc). EagleView maintains a high standard of quality and accuracy.
The size and quality of the image libraries available to us is constantly increasing. If your property cannot be accurately measured, you will not be charged for that report.

The typical turnaround time is 2 business days or less for a single report. However, with a subscription plan your report will receive priority status, and will be processed before reports for non-subscription customers.

To expedite your order, other options are available:

• You may place a 3 Hour Delivery order, which will be processed within 3 business hours of identifying the property. Our business hours are from 6:00 AM-6:00 PM (PT) Monday - Saturday, therefore if a report is ordered at 5:00 PM on Wednesday, you will receive your order by 8:00 AM on Thursday.
• You may place an Express Delivery order, which will be processed by the end (6:00 PM) of the next business day.

EagleView observes the following holidays:

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Veteran's Day
• Thanksgiving Day
• The Day after Thanksgiving
• Christmas Eve
• Christmas Day

Because EagleView is at a reduced capacity during these dates, some of our turnaround times may vary. Please check the sign-in page during these holidays to see what delivery times are available.

You can check the delivery status of your order by clicking on Order History on your My EagleView page. For additional help regarding report delivery please contact our Customer Service team at (866) 659-8439, or at customerservice@eagleview.com.

You can check the status of your order by clicking on Order History on your My EagleView page. On the Order History page you can view the report #, date submitted, report type, address submitted, order status, and more.

Below is a description of each of our order statuses:

• Created - The order has been placed.
• Under Review - Images for the property are being pulled and reviewed.
• Process Started - The measuring process has been started.
• Pending - Site Map - The order is on hold and is pending a site map review by the customer.
• Pending - Need To ID - The order is on hold and is pending a property identification by the customer.
• Closed - Duplicate - The order has been closed because two identical orders were placed by the customer.
• Closed - Canceled By Client - The order has been closed because the customer cancelled the order.
• Closed - Poor Images - The order has been closed because the image quality did not meet EagleView standards.
• Closed - No ID - The order has been closed because the property could not be properly identified by the customer.
• Closed - Report Type Change - The order has been closed because a different report type has been requested by the customer. The order has been closed because a different report type is needed to process the order.
• Closed - No Images - The order has been closed because there are no images available for the property.
• Closed - Card Rejected - The order has been closed because there was a processing error with the customer's credit card.
• Completed - Sent - The order has been completed and has been sent to the customer.

We have images for over 90% of the populated areas in the United States. We are continually working on increasing our coverage. Our goal is to provide coverage for all areas in the United States. Typically, these images are taken over highly-populated areas. For this reason, we may not have access to images in some rural areas.

EagleView is committed to providing the most accurate remote measurements which requires up to date, high quality aerial imagery. Images found on other mapping resources, such as Google, are not consistently up to date, and do not meet EagleView’s standards for image quality

In order to correctly locate the proper structure, we need to convert the street address into coordinates that can be pinpointed on a map. This allows us to get the correct imagery for the latitude/longitude coordinates.
There are times when those coordinates don’t accurately locate the structure and we’ll need to confirm the location with you directly. The following are some instances when this may be necessary:

• The address may be incomplete or incorrect
• The parcel of land may contain more than one building, such as an apartment complex.
• The conversion may result in a less accurate, approximate location of land

During the placement of your order, a marker is placed on a map at the coordinates that were determined from the address entered. If the marker is positioned in an ambiguous location (such as in the middle of a street or field) or if there are multiple buildings on the same parcel of land, you are able to re-position the pin to the correct location. You are also able to add notes into the “Notes” field of the order page to provide additional information relevant to your order.

EagleView uses the most recent, highest resolution image libraries available. Typically, the best available imagery is less than two years old. Areas of higher population, growth, or susceptibility to catastrophic storms are more likely to be photographed more frequently. Other more rural area may be photographed less frequently.

Do you know the pitch of the roof? If so, the Standard report is for you. If you aren’t sure, let us do the measurements for you with a Premium report. To help you decide which of the two EagleView reports (Premium or Standard) is best for you and your business, see the following table.

	Premium Report	Standard Report
Cost	Residential: $78 or 2-6 Points Commercial: $108 or 5-7 Points	$35 or 2 Points Only available for Residential addresses.
Aerial Image(s)	Five images total including; Top Down, North, South, East and West.	Top Down only
Pitch Values	Accurately calculated, through 3D imaging, and provided on the Pitch Diagram page of the report.	Must be entered manually by customer.
Roof Complexity	Any roof structure.	Limited to Residential structures with 30 facets or less.
Accuracy	We guarantee accuracy of our reports.*	Based upon customer input of pitch values.
Detailed Diagrams	Measurements labeled to a tenth (.1) of a foot - available only with complex roofs or upon request.	Not Available.
Other Options	Options include Detailed line diagram, Table of Contents, Pitch Diagram with all pitches labeled, and multiple file formats.	Options and alternate file formats are unavailable.

*If our premium reports are off by more than 4% you won’t be charged for the report.

You can check your account activity by signing into your account and clicking on the My EagleView link on the menu bar.

EagleView Premium Reports are guaranteed to be more accurate than any other method, including a tape measure or any other measurement method. If our Premium Report is off by more than 4%, your report is FREE. Each EagleView Premium report goes through a five-step quality control process that allows us to deliver precision accuracy on every Premium report. This Accuracy Guarantee is only available on Premium reports which offer complete measurements including pitches. We are unable to guarantee accuracy on reports where you enter the pitch manually. If you have questions contact us at customerservice@eagleview.com.

EagleView Guarantees that all reports will be delivered to you on (or before) the estimated delivery date on your order confirmation. If your report isn't delivered on time you will receive your report free of charge. Contact customerservice@eagleview.com with any questions.

As part of our Total Customer Satisfaction Guarantee, If you are not satisfied with your order, we aren't either. Contact us today at customerservice@eagleview.com with any questions.

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