Best Western Canton

We appreciate the feedback and we apologize for your concernWe request your SSN in order to run free credit scores as part of the [redacted] Mortgage qualification processWe take your feedback seriously and are looking into more effective messaging that clarifies why we request this information We assure you that we do not distribute or use your personal information, including your SSN, in any form outside of the requested qualification processPlease let us know if you need additional information or if we have not adequately addressed your concerns

Hello George The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com)Thank you for giving us the opportunity to address your concerns as your business is very important to usWe are very sorry to hear about the difficulties you have experience thus far during your loan process and will work diligently to help resolve the situationWe have begun an internal investigation into this case and will have your Loan Officer reach out to you as soon as possible with an updated timelineWe understand that the documentation process can be strenuous, and appreciate your patienceIf you have any questions please feel free to contact us directly at (773)328-Thank you, The Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Dear Mr[redacted] The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 9-25-Thank you for giving us the opportunity to address your concerns as your business is very important to usGuaranteed Rate prides itself on client satisfaction and we regret that your experience has been less than satisfactory It's my understanding that your loan officer has been in contact with you and explained that your tax estimate was completed properly and to the best of our abilityIt is unfortunate that the taxes were higher than expected but this issue could not have been foreseenThis should resolve the issue to your satisfaction, but if you have any additional questions or concerns, please feel free to contact the Customer Care Hotline at (XXX) XXX-XXXXat your earliest convenience Respectfully, [redacted] VP of Customer Success

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Dear Mrs [redacted] The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 8-31-Thank you for giving us the opportunity to address your concerns as your business is very important to usGuaranteed Rate prides itself on client satisfaction and we regret that your experience has been less than satisfactory It's my understanding that our servicing department has been in contact with you and was able to update your loan with the current flood insurance information you provided This should resolve the issue to your satisfaction, but if you have any additional questions or concerns, please feel free to contact the Customer Care Hotline at (XXX) XXX-XXXX at your earliest convenience Respectfully, [redacted] VP of Customer Success

Hi [redacted] and ***, We are in the receipt of your Revdex.com (Revdex.com) complaintThank you for giving us the opportunity to address your complaint and close your loan as requestedSincerely, The Customer Success Team

Complaint: [redacted] I am rejecting this response because: One of their "Managers" finally reached out to me Basically said he would do nothing Their company charged me thousands in finance fees and they are not willing to reimburse anything This company is a scam Sincerely, [redacted] ***

Hello!The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 11/11/ Thank you for giving us the opportunity to address your concerns as your business is very important to us!We apologize for any frustrations you experienced during your loan process, but want to clarify that it was not Guaranteed Rate who preformed the appraisal on your home Appraisals are conducted by a 3rd party appraisal company Unfortunately, we cannot grant your request for a refund of the appraisal fee due to the following reasons: A) Guaranteed Rate does not gain any direct financial benefit from any appraisal fee paid by any of our customersB) You did receive the service you paid for which was an appraisal of the current value of your property If you still feel the appraisal was unjust, please contact the appraisal company directly If you have any questions regarding the company that preformed your appraisal, we would be more than happy provide the information for youGuaranteed Rate will consider this specific issue resolved If you have any other questions or concerns, please feel free to contact our Customer Success team at (773) 328-or [email protected] [redacted] Customer Success Team

Complaint: [redacted] I am rejecting this response because: It is Guaranteed Rates who hires the 3rd party, not myself Guaranteed Rate did not contact the appraisal company or do anything to assist me with correcting the issue except ask me to do the work in contacting a real estate agent The effort of at least questioning the appraisal should of been made but wasn't Sincerely, Cynthia [redacted]

Hello, The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/1/Thank you for giving us the opportunity to address your concerns as your business is very important to usGuaranteed Rate prides itself on client satisfaction and we regret that your experience has been less than satisfactory The Customer Success Team is working to make live contact with you in the hopes of better understanding your concerns and finding an acceptable resolutionWe will remain in direct contact until the issue is closedIf you have any additional questions or concerns, please feel free to contact the Customer Care Hotline ( [redacted] ) at your earliest convenience Respectfully, The Customer Success Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, George ***

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Dear Mr[redacted] The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 6/22/Thank you for giving us the opportunity to address your concerns as your business is very important to usWe regret that your experience has been less than satisfactory [redacted] out of our NC office is working on getting a solution that you will find acceptableI know that you've been in contact and that he has walked you through the detailsPlease continue to work directly with [redacted] If you find the solution proposed unacceptable or have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience Respectfully, [redacted] Vice President of Client Satisfaction Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I concur that the company has been in contact with me and, to date, appears to be working on the solution; however, it has been almost month since the complaint was filed, and they have still not closed the loan My acceptance of their response is completely dependent on GR executing their proposed resolution Final Consumer Response / [redacted] (4200, 17, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unless [redacted] (Branch Manager) is also the Regional Sales Manager, I have NEVER been contacted by a Regional Sales Manager, although I would be glad to speak with oneI have only spoken with Mr[redacted] and [redacted] from Customer Service Today marks the 2-week mark since GR informed of the appraisal issue (7/20/15)Since that time, my rate lock had to be extended (for which GR indicates I am responsible to pay), and no resolution has been put forth between GR and their third party appraisal firmI spoke with a local mortgage firm and forwarded the appraisal to themThey stated that they did not see an issue with the appraisal or value presented In short, this is essentially the third opportunity for GR to close this re-finance, and again, they have failed to closeMy family continues to incur significant financial consequences of this failure, that I would never have incurred, had I used my local bankI chose GR originally because of their promise to close quicklyMANY months later, I'm still waiting ONLY because of the rate increases since this all startedGR needs to get it together and make this rightI am still giving them that opportunity, but am still very disappointed Final Business Response / [redacted] (4000, 19, 2015/08/14) */ Dear Mr[redacted] We have escalated your complaint internally and we regret to inform you that we will not be able to grant your request Your original loan application was denied due to issues with the appraisalAt your request, Guaranteed Rate was able to obtain an updated appraisalHowever, after the underwriter reviewed the updated appraisal, they determined that the original denial would remain in place It is very unfortunate and disappointing that were not able to close on your refinance loanWe want to assure you that we did try everything possible to resolve the issue with the appraisalFor your inconvenience, we have agreed to cover the cost of both appraisals at no charge to you We now consider this issue to be resolvedAgain, we apologize for any inconvenience you experienced and we hope that you would consider working with us again in the futureShould you have any further questions or concerns, feel free to contact our Customer Care Team at either (XXX) XXX-XXXX or [redacted] @GuaranteedRate.com Best Wishes, [redacted] Customer Success Manager

Complaint: [redacted] I am rejecting this response because: [redacted] and foremost, the issue was brought up about the closing day happening on the date we requestedThat could not be further from the truthYou know as wellThis closing was supposed to happen on several dates all prior to the date that it finally happenedThis loan application initiated on 10/12/There were SIX CLOSING DATES recorded on my calendar and last years calendar as well, that came and were delayed because of Guaranteed Rate, their actions or lack of actionsIn fact, we were supposed to close on Monday 1/16/2017, then it was 1/20/2017, then it was 1/21/2017, because The last delay was because loan papers were not generated and they were not prepared"They were waiting on the paperworkthen it was 1/23/between 1-3pmIt was delayed again because the loan file was not received by the closer yet and it would be delayedWe finally closed around 4:45pm on that MondayBecause of all of the delayed closings, I had to delay a major surgery, the location of my mothers funeral had to be changed to Arvada Co rather than Doniphan, NEMore than people could not come to my mom's funeral because of Guaranteed RateMy family was furious with meI was the executor of her estate and I couldn't even carry out my moms wishes for where her funeral wasThree times we were making last minute house payments on our previous loan because of Guaranteed RateIt is true that my husband received a call from [redacted] in my absenceHe was informed that we would receive a check for $because the amount was not disclosed prior to our closing that we would incur further chargesAll who worked on this loan knew that this charge was going to be on the loan additionally, and nobody took the responsibility to let us know of the change., but further, as it was mentioned in the response just recently received, they said they did not have to give us another three days because there "wasn't any changes" to the loan paperworkSo if there weren't any changes, then why did the $show up on the the final loan docs? There was a change and they know itSo what does Guaranteed Rate feel they need to compensate us for me having to dalay a major surgery, for having to relocate my mom's funeral, for three and a half months of pure hellThe stress was indescribable [redacted] and [redacted] knowFurthermore, it was disclosed to us that the appraiser was charging $She told usGuaranteed Rate asked me to write a letter of complaint to [redacted] The letter addressed several itemsThe delay of the scheduling, the concern of having a student do the appraisal, the turnaround time in completing and submitting the appraisal to the mortgage companyAll of these items and others were a measure in contesting the charges of the appraiser because the appraisal was not done by her and that we objected to having a home be a classroom for her appraisal school that she owns and operates courtesy of her clientsWe objected to [redacted] , our loan officer prior to her coming and he said that if we asked for another appraiser that our appraisal would be delayed againOur backs were against the wallIf we knew we would have to pay the additional money, then why did we only pay $from our credit card? The only thing I can comprehend is that we would object and take our business locallyOur credit union said they could get appraisers for $anytimeTheir tactic was to wait until we were deep involved in the loan and at closing, pop it on us then.So yes, I reject the responseAnswer where the $went from our loan disclosuresDamages, yes, we have been damagedWe have never had such a horrible, stressful, maddening nightmare in our entire years of marriage, with any financing, whether a car, a house or anything else for that matterThis whole complaint starts with accountability, which goes hand in hand with honesty, and then when you can do that, [redacted] at damage compensationGuaranteed Rate has some really bad complaints against them and [redacted] wanted to call me up after I initially wrote the [redacted] complaintHe was very confrontationalHe wanted me to recite how many complaints were on there file? He then said that in comparison to how many complaints they have, they have written over (millions or billlions) in loans! Number one, he has no right to call me and confront me about my complaint with the Revdex.comHe is a loan officer, that's itWe had at least calls that were in that content of mudslinging, blaming us, etcI am not one to let any man, let a lone some inexperienced loan officer call me on the phone and read me the riot actIf you think I am exaggerating, check their so-called recorded phone calls we hadYou will hear alot of what I am talking aboutI told him that I read a scenario of another customer that went through the exact experience that we had been going through and we had not even closed on the loan yetThat is harassment, pure and simpleit was not his job, nor [redacted] ***' to ever call us and talk to us about our complaint, but they didWell if [redacted] wants to brag about how many millions or billions of loans they write, I would like him to also recite how many times in a day, let alone a week or a month or year he lies to his customers?Guaranteed Rate needs to answer these questions and further realize what hell they put us through for monthsthen respond, because believe me, I have more and I won't stop with the Revdex.com Sincerely, [redacted] And [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/07/29) */ Contact Name and Title: [redacted] Manager Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @guaranteedrate.com Dear [redacted] , The purpose of this letter is to confirm that we are in receipt of your RevDex.com (Revdex.com) complaint filed on 7/14/Thank you for giving us the opportunity to address your concerns as your business is very important to us I am very sorry to hear that you did not have a great experience with usAt Guaranteed Rate, Inc., our goal is to work with our customers to provide them with the best possible product while making the loan process as smooth and easy as possibleI apologize for any problems or miscommunication you faced while working with usPlease be advised that your submission has been shared with the loan officer and their manager so that we can prevent these issues from occurring again in the future Regarding the appraisal, it is my understanding that the regional manager sent a copy of the document and this issue has been resolvedIf this information is incorrect or if you have any further questions or concerns, please feel free to contact me at (XXX) XXX-XXXX Thank you again for allowing us to address this matter with you! We hope that that you would consider working with us again and give us the opportunity to change your perception of our company Sincerely, [redacted] Communications Manager

Dear Mrand Mrs***,Per [redacted] conversation with [redacted] on 2/6/17, $will be mailed to the address confirmed by [redacted] as the deed prep fee was not properly disclosedThe deed prep fee due to changing the current vesting status from only [redacted] to joint tenant status including [redacted] ***The settlement fee is a standard charge that was disclosed on the initial Loan EstimateOn the initial Loan Estimate disclosure dated 10/13/16, the estimated appraisal fee was disclosed at $This Loan Estimate was signed by [redacted] on 10/16/and signed by [redacted] on 10/17/During the loan process, a Notice of Loan Change & updated Loan Estimate were disclosed lowering the estimated cost to $Upon receipt of the appraisal report, the appraiser sent Guaranteed Rate an invoice for $This $difference was not charged to the borrower; it was covered by the lenderAt the bottom of page on the Closing Disclosure, a $credit was listed to cover this differenceThe initial Closing Disclosure was issued and sign by both [redacted] & [redacted] on 1/17/Closing documents were signed on 1/23/which was the requested settlement dateThere were no changes that required a new day waiting periodWe appreciate the opportunity to address your concerns and value your business.Thank you, The Customer Success Team

Thank you for your feedbackWe understand the proper parties in our Servicing department have assited you with this issue

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Mrs.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 9/22/Thank you for giving us the opportunity to address your concerns as your business is very
important to us
We have investigated this complaint and determined that the adjustment to your escrow was appropriate due to an increase in your property taxesA letter of explanation dated 9/28/was mailed to you with the details of this change
This should resolve the issue to your satisfaction, but if you have any additional questions or concerns, please feel free to contact the Customer Care Hotline at (XXX) XXX-XXXX at your earliest convenience
Respectfully,
***
VP of Customer Success

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Mr.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 7/31/Thank you for giving us the opportunity to address your concerns as your business is very
important to usWe are investigating this issue and will make live contact with you within business day
Guaranteed Rate prides itself on client satisfaction and we sincerely regret that your loan experience has been less than satisfactoryIf you have any additional questions or concerns, please feel free to contact our Customer Care Team at either (XXX) XXX-XXXX or ***@GuaranteedRate.com
Sincerely,
*** ***
Customer Success Manager

Dear Anthony,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaintThank you for giving us the opportunity to address your concerns as your business is very important to usGuaranteed Rate prides itself on client satisfaction and we
regret that your experience has been less than satisfactoryUnfortunately, we cannot grant your request for a refund of the appraisal fee due to the following reasons: A) Guaranteed Rate does not gain any direct financial benefit from any appraisal fee paid by any of our customersB) You did receive the service you paid for which was an appraisal of the current value of your property
A Customer Success Analyst has already spoken to you and will remain in direct contact until the issue is closedIf you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (773-328-6467) at your earliest convenience
Thank you, Customer Success Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
L*** ***

Initial Business Response /* (1000, 8, 2015/08/11) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@guaranteedrate.com
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com)
complaint filed on 7/6/Thank you for giving us the opportunity to address your concerns as your business is very important to us
We are very sorry that we could not close on your loanUnfortunately, the vehicle you co-signed on must be counted towards your debt-to-income (DTI) ratioAlthough it is not a personal lease, you will personally be held financially responsible if the borrower defaults on the paymentsWe understand that this lease did not yet show up on your credit report at the time of the application; however, your letter of explanation regarding the inquiry on your credit report confirmed that the lease would in fact be added to your report shortlyFor these reasons, it is determined that your denial was valid
Again, we are very sorry that we were not able to fund your loan at this timeHowever, we hope that you will consider working with us again in the futureShould you have any further questions or concerns, please feel free to contact the Customer Care Team at (XXX) XXX-XXXX or ***@GuaranteedRate.com
Sincerely,
*** ***
Customer Success Manager