Best Western Canton

Dear Ms***The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/22/We appreciate you giving us the opportunity to resolve your issue. Our Insurance 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 manager *** *** (***) at your earliest convenienceThe Customer Success Team

Initial Business Response /* (1000, 5, 2015/08/20) */
Dear Mrs.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 8/6/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 were not able to fund your loan due to the appraisal coming in too lowWe want to assure you that we did try everything possible to resolve the issue with the appraisalWe apologize for any inconvenience you were caused due to this result
Unfortunately, we cannot grant your request for a refund due to the following reasons:
A) Guaranteed Rate does not gain any direct financial benefit from any appraisal fee paid by any of our customersWhat we do is help broker that transaction, but 100% of that fee goes directly to the appraiser
B) You did receive the service you paid for which was an appraisal of the current value of your property
We now consider this issue to be resolvedAgain, we apologize for any frustrations 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 ***@GuaranteedRate.com
Best Wishes,
***
Customer Success Manager

Hello ***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/12/16. Currently one of our region’s managers, *** ***, is trying to contact you to better understand your issue and help resolve this problem. If
you would like to reach out to us directly, please feel free to contact the Customer Care Hotline (***) at your earliest convenience
The Customer Success Team
Guaranteed Rate

Initial Business Response /* (1000, 5, 2015/09/18) */
Dear Mr.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 9/4/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 regret that your experience has been less than satisfactoryIf you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** ***
VP of Customer Success
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I did receive an introductory call from *** *** VP of Customer SuccessAfter a short conversation with her I was told that she would have the local office call me and they never haveI tried again to reach out to *** before the deadline to respond and she has not returned my callsThis issue was clearly a mistake made by their employees that has cost me over $All I asked was that because of their error they compensate me for my lossI have all emails and copies of the paperwork that show the mistakes that were madeI would be willing to take this to Revdex.com Arbitration if not I will be filing suite in small claims courtIf I were you I would steer clear of Guarantied Rate I am very dissatisfied with this company
Final Business Response /* (4000, 9, 2015/10/09) */
Dear Mr.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 9-04-Thank you for giving us the opportunity to address your concerns as your business is very important to us
This email response is a follow up to earlier conversations between yourself and our Customer Success TeamIt's my understanding that our Customer Success Department Head, Karin Straehl, has been in contact with you regarding this issue and is awaiting your reply
Please feel free to contact the Customer Care Hotline at (XXX) XXX-XXXX at your earliest convenience
Respectfully,
***
Customer Success
Final Consumer Response /* (4200, 11, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I have accepted a "gift" as a resolution for my inconvenience it was much less then I lost due to their incompetenceBut because I wanted this over and didn't want to have to drag this out and go to court I grudgingly acceptedSo in the end I guess all I can say is avoid Guaranteed Rate and go with a company that you can deal with face to faceSome things like buying a house should not be done online for a reason

We appreciate the feedback and we apologize for your concernWe request your SSN in order to run free credit scores as part of the *** 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 us. We 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 situation. We 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 timeline. We understand that the documentation process can be strenuous, and appreciate your patience. If you have any questions please feel free to contact us directly at (773)328-6467 Thank you, The Customer Success Team

Initial Business Response /* (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 8-31-2015. Thank you for giving us the opportunity to address your concerns as your business is very...

important to us. Guaranteed 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

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]

Initial Business Response /* (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 9-25-2015. Thank you for giving us the opportunity to address your concerns as your business is very...

important to us. Guaranteed 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 ability. It is unfortunate that the taxes were higher than expected but this issue could not have been foreseen. 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-XXXXat your earliest convenience.
Respectfully,
[redacted]
VP of Customer Success

Hello!The purpose of this letter is to confirm that we are in
receipt of your Revdex.com (Revdex.com) complaint filed on 11/11/2015.
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 customers. B) 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 you. Guaranteed 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) 328-6467 or [email protected]. CheersColleen [redacted]Customer Success Team

Initial Business Response /* (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 6/22/2015. Thank you for giving us the opportunity to address your concerns as your business is very...

important to us. We 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 acceptable. I know that you've been in contact and that he has walked you through the details. Please 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 /* (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 1 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 /* (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 one. I 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 firm. I spoke with a local mortgage firm and forwarded the appraisal to them. They 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 close. My family continues to incur significant financial consequences of this failure, that I would never have incurred, had I used my local bank. I chose GR originally because of their promise to close quickly. MANY months later, I'm still waiting ONLY because of the rate increases since this all started. GR needs to get it together and make this right. I am still giving them that opportunity, but am still very disappointed.
Final Business Response /* (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 appraisal. At your request, Guaranteed Rate was able to obtain an updated appraisal. However, 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 loan. We want to assure you that we did try everything possible to resolve the issue with the appraisal. For your inconvenience, we have agreed to cover the cost of both appraisals at no charge to you.
We now consider this issue to be resolved. Again, we apologize for any inconvenience you experienced and we hope that you would consider working with us again in the future. Should 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

Dear Mr. and Mrs. [redacted],Per [redacted] conversation...

with [redacted] on 2/6/17, $100 will be mailed to the address confirmed by [redacted] as the deed prep fee was not properly disclosed. The 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 Estimate. On the initial Loan Estimate disclosure dated 10/13/16, the estimated appraisal fee was disclosed at $625. This Loan Estimate was signed by [redacted] on 10/16/16 and signed by [redacted] on 10/17/16. During the loan process, a Notice of Loan Change & updated Loan Estimate were disclosed lowering the estimated cost to $450. Upon receipt of the appraisal report, the appraiser sent Guaranteed Rate an invoice for $725. This $275 difference was not charged to the borrower; it was covered by the lender. At the bottom of page 2 on the Closing Disclosure, a $275 credit was listed to cover this difference. The initial Closing Disclosure was issued and sign by both [redacted] & [redacted] on 1/17/17. Closing documents were signed on 1/23/17 which was the requested settlement date. There were no changes that required a new 3 day waiting period. We appreciate the opportunity to address your concerns and value your business.Thank you, The Customer Success Team

We do appreciate you reaching out with your concerns. We have contacted the proper internal parties and they have confirmed your check has been mailed. Again, thank you for your patience while we worked on getting this resolved for you.

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

Initial Business Response /* (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 Better Business...

Bureau (Revdex.com) complaint filed on 7/14/2015. 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 us. At 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 possible. I apologize for any problems or miscommunication you faced while working with us. Please 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 resolved. If 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

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]

We appreciate your feedback and the opportunity to resolve your concerns. We ask that you please contact our Customer Care team so we can gather the necessary information to look into your situation. We can be reached at [redacted] or be emailed at [redacted]@guaranteedrate.com between 8:30 am...

and 5:30 pm (CST). We take your review seriously and hope to connect with you soon. Regards, 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 [redacted]

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 requested. That could not be further from the truth. You know as well. This closing was supposed to happen on several dates all prior to the date that it finally happened. This loan application initiated on 10/12/2016. 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 actions. In 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 paperwork. then it was 1/23/2017 between 1-3pm. It was delayed again because the loan file was not received by the closer yet and it would be delayed. We finally closed around 4:45pm on that Monday. Because 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, NE. More than 40 people could not come to my mom's funeral because of Guaranteed Rate. My family was furious with me. I was the executor of her estate and I couldn't even carry out my moms wishes for where her funeral was. Three times we were making last minute house payments on our previous loan because of Guaranteed Rate. It is true that my husband received a call from [redacted] in my absence. He was informed that we would receive a check for $100 because the amount was not disclosed prior to our closing that we would incur further charges. All 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 paperwork. So if there weren't any changes, then why did the $100 show up on the the final loan docs? There was a change and they know it. So 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 hell. The stress was indescribable. [redacted] and [redacted] know. Furthermore, it was disclosed to us that the appraiser was charging $600. She told us. Guaranteed Rate asked me to write a letter of complaint to [redacted]. The letter addressed several items. The 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 company. All 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 clients. We 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 again. Our backs were against the wall. If we knew we would have to pay the additional money, then why did we only pay $450 from our credit card? The only thing I can comprehend is that we would object and take our business locally. Our credit union said they could get appraisers for $425 anytime. Their 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 response. Answer where the $1026 went from our loan disclosures. Damages, yes, we have been damaged. We have never had such a horrible, stressful, maddening nightmare in our entire 36 years of marriage, with any financing, whether a car, a house or anything else for that matter. This whole complaint starts with accountability, which goes hand in hand with honesty, and then when you can do that, [redacted] at damage compensation. Guaranteed Rate has some really bad complaints against them and [redacted] wanted to call me up after I initially wrote the [redacted] complaint. He was very confrontational. He 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.com. He is a loan officer, that's it. We had at least 20 calls that were in that content of mudslinging, blaming us, etc. I am not one to let any man, let a lone some inexperienced loan officer call me on the phone and read me the riot act. If you think I am exaggerating, check their so-called recorded phone calls we had. You will hear alot of what I am talking about. I 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 yet. That is harassment, pure and simple. it was not his job, nor [redacted]' to ever call us and talk to us about our complaint, but they did. Well 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 3.5 months. then respond, because believe me, I have more and I won't stop with the Revdex.com.     
Sincerely,
[redacted] And [redacted]

Hello,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/1/2016. Thank you for giving us the opportunity to address your concerns as your business is very important to us. Guaranteed 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 resolution. We will remain in direct contact until the issue is closed. If 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