We are the processing of selling our home and have requested a payoff amount which you can no longer obtain on the website and must go through a written authorization I was able to previously obtain this information online and now with their "new policy" we are unable to accept a buy/sell agree agreement and may potentially lose out on the sale of the homeThey will not give this information out on the phone to either the realtor, the title company, nor myself even though we have submitted all necessary paperwork/forms required by their new policy If this is not illegal, it is certainly unethical and warrants further investigation into why this is happening I can get a payoff on any credit card or consumer account at any point in time if I so desire They are interfering with the selling of the home
Been with this company two years and never missed a paymentI’ve always paid online and apparently it didn’t go through in JulyInstead of calling me and leaving a voicemail telling me I’m late seeing how I’ve never missed a payment, they decide to report to my credit instead of meIt cost me point credit score drop for that hitI think it is terrible customer service to do that to someone without warningThey claimed they called and I didn’t answerI asked if they left a voicemail because I don’t answer random numbersThe lady straight up said no we didn’t leave anyI asked her how in the world I could’ve known it was them and she just said “I don’t know but would you like to make your payment?” WORST CUSTOMER SERVICE EVER
Guild can not be trustedTold us several different things about receiving insurance re bursementWe were told remaining funds would be released after inspection on basement percent completeOnly received a portion and now we have to come up with to have basement finished then inspected againWe have Been told so many things that differ from the policy that we can not trust anything they tell us! We dont mind the inspections but we have put over grand in years fixing propertyNow I am on disability and chemo drugs so it is impossible to come up with funds to finishAll contractors want for the up front and remainder the day they finishI have not come across a contractor that wants to wait on guild because you can't trust guild!
I having been working with this company for more than days to get a mortgage approved and because they could not get me approved, I switched lenders and got approval in only daysNow I have requested my loan application be canceled and the VA appraisal to be transferred to the new lenderFor some reason, may anger over my canceling this, they have not transferred the appraisal which has held up my ability to sign disclosure with the new lender and start the clock to close on the houseEach day that I cannot sign the disclosures with the new lender is costing me $in hotel costs out of my pocket
just to let ever one know stay a way from them me and my wife to bewas trying to get a home so we went with guild mortgage comp they said we was approved three mounts went byeever time you turned a round they said we need this or we need that so we did what they ask well when it came time to close they said we are sorry you don't get the money HE MESS up I ask him three times what he said and all three times he said he mess up his name is ALEC NORTES and funny thing the reason I ask hit to repeat this three times he knew it was being recordand he new we have a special needs childwe forked out all most $and on the last day he said we did not get itand he said if we would give him$more he would give it to usso we ask about the money he had us fork out he said it was to bad the at the end after I told him I was going to report it to the DOJ and get a lawyer he said he would refund $of itso watch your tv you will see it on theirand if I was you I would stay as far a way from them as I could and bye the way go look at there ration we are not the first that was got bye himany one that has a special needs kid knows how hard it is and hoe much it cost to take care of them thin some one like him goes and does that to themso if you are trying to get your child in a safe home dont go to GUILD mortgage in Guild Mortgage Company, Inc
We have a mortgage with Guild mortgage company from Sept 2016, we used bank online bill paymentWe pay regular on 27th or before in order to meet the Due data 1st of each monthBut from Oct, the number is adjusted and we didn't receive any notice, so the bill pay amount hasn't need changed, which is sent out on Oct 27th for Nov, and Nov 18th for Dec mortgage, but these two payment is bounced back on Nov 1st, and Nov 23rd from the Guild mortgageUntil Nov 22nd, we got a call and complain we didn't pay the mortgage, we paid Nov 23rd again with new amountThey didn't mentioned we did NOT pay for previous month clearly until Dec, we paid on Dec 16th and 20th in order to meet the payment
We DID NOT received any formal payment until sometime Dec, always get the automatic call with 1-800_***, and without detail message, which is easily be ignore
We don't want to pay the late fee since we paid on time, and called they few times, they don't want to wavier it(two month late fee)Th
First off, I was pre-approved for a loan through your company for $265,We put in an offer on a house for $230,in January and the seller accepted itMy loan officer *** *** tells helps me through the process and assures me the whole way through that everything is greatI have perfect credit, my DTI is good, income is good, everything is goodShe tells me the end of January to go ahead and put my day notice in to my landlord because we will be good to close by the end of FebruaryOne week before we were to close *** emailed us that the closing cost were going to be higher than she anticipatedThat gave us another really big reason to worry that something was just not right here because she had told us that we would not have any closing cost due to a lender credit that we qualified forShe was now telling us that it would be $3,to closeShe then suggested several days later that we ask the seller to raise the sale price by $5,and do a closing credit
I was pre approved by *** ***O for a home loan with Guild Mortgage on August 8,I was told by *** that my pre approval was only good for daysSo I found a home and went under contract on August 17, I was referred to referred to *** *** for underwriting and she and ***'s follow through and competence leave something to be desiredI had the ABSOLUTE WORST BUYING EXPERIENCE EVER!! AT the beginning of this process I was told that Guild would pay for my appraisal fee and that did not happenOne week before closing ***'S assistant *** called me and said oh by the way, you need to get an appraisal ordered and the cost is $dollars! These individuals deliberately gave me a song and dance during this entire processThe countless emails and phone calls were all a waste of my time***"S assistant *** and *** would play games with me by email demanding me to send in documents that were previously submittedThey had no intentions of closing on my loan for a reason th
I was trying to refinance my condo loan and have my father co-signMy father worked with this mortgage representative (as well as my ex-wife and my brother) doing a reverse mortgageI would have been the fourth family member to get a loan processed by this mortgage representative (*** ***)Her last contact with me was via e-mail on July saying that because I had lost my job she would not process the loan and she asked if I wanted to cancel the loanI asked about other options but have not gotten a response from her after I sent e-mails on July 11, July 14, July 15, July 18, July My representative has been fairly unresponsive throughout the time, but especially since July she has been non-responsive
I was also charged on June $
On Monday, July 18, my title company and I submitted a payoff request for my closing date of Wednesday, July 20, Guild Mortgage informed us that it takes hours to complete the payoff, which we acceptedIt is now Saturday, July 23, and still no payoffEvery time I call Guild Mortgage they keep giving me the runaround, telling me that they already completed the payoff and sent it to the title companyThe title company is telling me that Guild Mortgage told them on Friday, July 22, that they were still working on the payoff...however, the new owner has already moved into the home on the closing date, July 20, and apparently Guild Mortgage has already been paidI am bewildered on what to do with Guild Mortgage; their communication is terrible and they are dragging their feet on my payoffI now may have to seek council and file a report against them; beware of this company and their unprofessional attitude when there is payoff involved!
Hello,
I called guild mortgage in mid to late July of ( I believe it was July 17th) to find out if there would be any fees or any costs to me to sell my houseThis was after I found out that I could not do a loan modificationI spoke to *** *** on this dayI asked her what the fees would be for me to sell my house if there would be anyShe told me no that there would not be any fees for selling my home and I may proceed to do soSo after selling my house, I signed papers with my escrow company that stated this would be my final payout: $32,After a few days after closing and not receiving my money, I called First American, (the escrow company that was used) and they said that Guild Mortgage finally got back to them after trying to get a hold of ANYONE at all in the foreclosure deptafter almost two weeksI received my money days after the recorded close date due to the fact that no one from Guild Mortgage would get back to usFinally when they did on Augu
The mortgage process through Guild was a breeze - simpleOur problem starts one year later when a storm damages our roofWe contact our insurance company who processes the claim within hours (check in hand) so the roof could be fixedWe found a roofer with excellent referencesBecause the check is made out to Guild and ourselves, both parties have to endorse itSo we overnight the check to Guild for endorsementweek later, we have to call to see what the hold up wasThey said it was because we didn't endorse it first, so they send it backWe endorse it, overnight it againweek later, we again have to call to see what the hold up wasThe customer service rep said it had been delivered that morning and gave the name of the person who signed for it (someone we never heard of)He puts us on hold a couple of times then came back and said "oh I read that wrong" - it hadn't been delivered and it will possibly be another daysIn the meantime, we asked another customer service rep who would be responsible for any further damage caused by the roof not being fixed and was told we would be (even though they are the ones sitting on the check)Now we find out that they will be sending only a portion of the check back to us because it is over a 'certain amount'Then send the rest at a later date after their own inspections, etcOur insurance company combined two claims into this one check: one for the roof (which is under their 'certain amount' and the second for a patio cover which is also under their 'certain amount') The insurance paperwork we sent to Guild with the claim check clearly shows two claims with both of the claims each less than their 'certain amount' thresholdWhy are they making this so difficult? Almost impossible to get competent customer service We would like to speak to a supervisor or manager but impossible to get past the customer service repsWe were told they have to keep the interest of their stockholders in mind - I guess as a customer, we don't countThere is no reason for them to be holding this check, especially for this longWe pay our insurance; our roof needs replacing and we have done all the leg work, got the insurance check, as well as have contractors standing by waiting to do the jobThis is ongoing and has not been settled yet - this is not good business
Posting a 1-star having removed a star for every despicable thing Guild Mortgage in San Antonio on Sonterra Blvddid over the course of our home purchase Most people will unlikely read this full review, but we cannot refrain from providing a fair account of our recent loan experience (2017)
Despite our better judgement after reading national reviews concerning Guild Mortgage, we proceeded with Guild after they 1) reaffirmed us “this office is not like the rest; we have 100% good reviews.” and 2) “we will not sell your loan, we have our own servicer that will be financing and managing the mortgage over the life of the loan.”
Despicable Practices:
1) We were not provided a firm rate for financing up front Only after we discussed another bank we might finance with did they make a rate offer by simply matching the other banks rates
2) We mentioned to the officer; we would only consider financing through Guild if they did not sell the loan and provided some specific loan servicing features (loan recast & full payment pre-pay)We were put in touch with a Guild loan servicer who confirmed the servicing features would be included and that Guild would service the loan Exactly days after close we received a letter informing us our loan has been sold to Wells Fargo (the most corrupt bank in the country: currently being sanctioned federally in recourse after criminal account practices over nearly a decade)
3) During our option period, we shopped for better rates and found a loan at the same rate Guild was providing, but with No closing cost & No points When we presented this offer to the Guild Officer; they confirmed (we have proof): “Yes….our office will match the offer.” Despite this offer we ended up paying over $1,in origination fees which would have been credited in a “matched” offer Repeat: $LENDING CREDITS PROVIDED AT CLOSING AS PROMISED
4) Guild’s Negligence to communicate money transfer requirements in preparation for down payment wire caused a communication breakdown at the end of our closing period leading to a full re-audit of our accounts Only after working with them through the weekend night and day were we able to reaffirm approval from Guild’s Underwriters just a few hours before closing
5) Our loan officer was contacted on closing day by the title company asking for another day to close No only did our lender allow this giving previous owners more than a day of control of the property after final walkthrough where they could do anything (exposing us to tremendous risk), but then at the new closing date, for which we again had to take off work to attend; we were still unable to secure the keys/access to the house, walking away with literally only paperwork in hand Our realtor was nice enough to secure the keys and bring them to us after Guild’s payment wire had been confirmed later that day
6) We were putting >20% down so an escrow account is not required and we had asked that an escrow account therefore not be structured into the loan Final paperwork indicated a $escrow waive fee not previously discussed or indicated in any previous loan estimates provided during the closing period
If you are even considering working with this company despite this review; please post a question or reply offering why We will provide proof of our circumstances, additional warning & rebuttal, information & resources for better alternatives, etc
I have been talking(Several Times) to Guild Mortgage since the end of March speaking with a different Customer Service Representative each time They sent me the Escrow Account Disclosure Statement and in reviewing it I saw they did not have the correct numbers for the Property Insurance and informed them of this with my first call I also stated that we would have a problem with and increased payment of the stated new payment because our income is fixed with basically no increase and was wondering if they could make the increase divided out by years instead of one They assured me they would send this back to their Accounting Dept with the new figures and the request of dividing the increase They did and came back with still the wrong figures so the increase amount had been divided out but the Insurance amount had not been changed I once again called them asking again to get it right Ok now it once again has to go back to Accounting (or whatever Dept they send it to) so I
At the middle to end of January I changed my home owners insurance company from *** to ***The new policy was to take effect on Feb11, Guild Mortgage was notified of cancellation of insurance by *** and notified of a new policy by *** before the new insurance would go into effectOn March 23, I received a letter in mail that if my account was not paid in full for $to *** by March 29, they would be canceling my policyAs I did not receive this letter before close of hours for Guild on Friday I called on Monday, March 26th to talk to *** to make sure the letter was not sent in errorThey informed that the policy in fact was not paid, that three notifications had been sent to Guild about payment being neededFrom there I called Guild to find out why it was not being paid and was informed that they would send over night payment if I emailed them my proof of insurance and the amount needing to be paidI did this immediately, but was hung up before compl
Terrible experience with Jeanne ***She was highly recommended by friends but I am giving her one starShe told me up front that it would take weeks from start to finish to get done with a refinancedays into the refinance, we had still no appraisal done nor had anyone called to schedule oneI kept having to call her to get updates and she just kept giving me excuse after excuse about why it was taking so longThis morning I got an email from her stating that she would be unable to continue the process and referred me to someone elseThis company and lady are great if you have no questionsOnce you ask what's going on because things aren't adding up right, they dump youBuyers and refinancers BEWARE! They claim to want to help the customers but are only in it for the money!
This company has horrible customer serviceThey continually lie to you and refuse to follow through with account updatesIt has been three weeks, phone calls, and voicemail messages and they have never called me back or and still have not corrected my name on the accountFor the past year we have paid more than the amount due and were notified that our mortgage insurance was going up! So now the company gets the amount paid over instead of it going toward our principalThis company advertised itself as being family friendly, the neighborhood Mortgage companyThis was another lie My family's primary focus is paying extra, paying on time, and getting out of the Guild Mortage loanSo far of the payments we've made we've averaged less than $towards principal which is heartbreakingWe were first time home buyers with little credit and no banks would work with us so we were forced to go FHAEven though we had THOUSANDS of dollars saved up that we had statements proving we worked hard for itWe pay an extra 132.63/month towards principle and still have only paid 2,towards principle ytdThats a lousy 141.11/month of our payment going towards the actual value of our houseNow it will be less than that due to the insurance going up! It's no wonder so many people in our generation cannot afford a house
Once this company has you, they treat you like crap, and say anything to get you off the phone, including just leaving you on hold for more than an hour, continually clicking in to see if you are still there
How dare you e-mail me offering to refi saving $a year for closing costsYou repeat twice there is NO cost to youYet you say clearly there are closing costs roughly the amount of our $paymentSo it will take me almost a year to make actual progress again
The only time we will be refinancing is with another company who has respect for a hard working young couple and is actually going to SAVE us money NOWNot try and con us into prolonging our loan so that you can squeeze even more money out of our accountsYour company doesn't need more money from us they are already taking over 46% of our payment for interest and the FHA went from 15.6% to 36.0% once they saw we could pay more than the minimum, they figured away to put that into their own pocketSo Guild Mortgage enjoy it while you can because eventually your tyranny will end and your wealth will diminishI'm sick of big businesses PUNISHING the middle class
When we started to use *** *** with Guild Mortgage, the initial phone call to get started was very promisingThere were a few minor things with my credit that needed to be addressed, but were easy to do in the time frame neededFast forward a few weeks into the process, I am repeatedly being told that all is well on my end, and they were going to get the numbers to workShortly after, the closing date on our house was pushed back a few weeks, due to lengthy and uncontrollable appraisal processesThe communication still seemed good, and I was apparently doing everything I needed (according to ***'s team), and they were still working on the mortgage processdays before our twice-pushed closing date, I get a call from *** *** that a rogue derogatory remark showed up on my credit, and to fix itI went into overtime, immediately started to fix itTwo appraisals were needed, and one was still pending, and ***'s team had no clue where the appraisal wasOur third closing date
**Warning do not use Guild Mortgage**
Guild is wonderful if you are a clientThey are helpful, great customer service...until you try to leave them! I recently refinanced my home with my own credit union and Guild has given me nothing but problems!!! It started when I needed to get a loan pay off statement for my new lenderIt took weeks to get it, and requested multiple timesIt's supposed to take no longer than hoursThey would confirm it was sent, however, the bank confirmed that they did not receive anythingIt was a hassle to get this one document to my new mortgage companyIt was the only document missing and my closing date was actually pushed back days just for the delay of this one documentThen I tried to remove my automated payment a few days before the due date because my new lender would be paying off the loan in fullThey told me the money would be drafted anyway because it takes daysIt does not state that on the website?? I would not recommend Guild based on their customer service!
I had done business with Guild in (Mortgage loan) and I had few issues then also, however, I let it go that time as I thought it could be genuine mistakeHowever, they have done it againThey feel free to run my credit on their own wish and tell me that they've not run itIt's not ethical specially as I have not granted permission, actually, I have said no, you can't pull my credit score but still they would go ahead and pull my creditFollowing are the dates, they have pulled my credit without my permission:
07/27/
10/14/
04/20/
Recently, I was inquirying whether should I go for refinancing or try to remove PMI and I had specifically said that don't want to pull my credit just yet and they confirmed that they have not pulled my creditHowever, I got notification through my alert that they've pulled my creditAlso, they have requested to add back old inquiry of 03/23/into my credit report which was already removed
We are the processing of selling our home and have requested a payoff amount which you can no longer obtain on the website and must go through a written authorization I was able to previously obtain this information online and now with their "new policy" we are unable to accept a buy/sell agree agreement and may potentially lose out on the sale of the homeThey will not give this information out on the phone to either the realtor, the title company, nor myself even though we have submitted all necessary paperwork/forms required by their new policy If this is not illegal, it is certainly unethical and warrants further investigation into why this is happening I can get a payoff on any credit card or consumer account at any point in time if I so desire They are interfering with the selling of the home
Been with this company two years and never missed a paymentI’ve always paid online and apparently it didn’t go through in JulyInstead of calling me and leaving a voicemail telling me I’m late seeing how I’ve never missed a payment, they decide to report to my credit instead of meIt cost me point credit score drop for that hitI think it is terrible customer service to do that to someone without warningThey claimed they called and I didn’t answerI asked if they left a voicemail because I don’t answer random numbersThe lady straight up said no we didn’t leave anyI asked her how in the world I could’ve known it was them and she just said “I don’t know but would you like to make your payment?” WORST CUSTOMER SERVICE EVER
Guild can not be trustedTold us several different things about receiving insurance re bursementWe were told remaining funds would be released after inspection on basement percent completeOnly received a portion and now we have to come up with to have basement finished then inspected againWe have Been told so many things that differ from the policy that we can not trust anything they tell us! We dont mind the inspections but we have put over grand in years fixing propertyNow I am on disability and chemo drugs so it is impossible to come up with funds to finishAll contractors want for the up front and remainder the day they finishI have not come across a contractor that wants to wait on guild because you can't trust guild!
I having been working with this company for more than days to get a mortgage approved and because they could not get me approved, I switched lenders and got approval in only daysNow I have requested my loan application be canceled and the VA appraisal to be transferred to the new lenderFor some reason, may anger over my canceling this, they have not transferred the appraisal which has held up my ability to sign disclosure with the new lender and start the clock to close on the houseEach day that I cannot sign the disclosures with the new lender is costing me $in hotel costs out of my pocket
just to let ever one know stay a way from them me and my wife to bewas trying to get a home so we went with guild mortgage comp they said we was approved three mounts went byeever time you turned a round they said we need this or we need that so we did what they ask well when it came time to close they said we are sorry you don't get the money HE MESS up I ask him three times what he said and all three times he said he mess up his name is ALEC NORTES and funny thing the reason I ask hit to repeat this three times he knew it was being recordand he new we have a special needs childwe forked out all most $and on the last day he said we did not get itand he said if we would give him$more he would give it to usso we ask about the money he had us fork out he said it was to bad the at the end after I told him I was going to report it to the DOJ and get a lawyer he said he would refund $of itso watch your tv you will see it on theirand if I was you I would stay as far a way from them as I could and bye the way go look at there ration we are not the first that was got bye himany one that has a special needs kid knows how hard it is and hoe much it cost to take care of them thin some one like him goes and does that to themso if you are trying to get your child in a safe home dont go to GUILD mortgage in Guild Mortgage Company, Inc
We have a mortgage with Guild mortgage company from Sept 2016, we used bank online bill paymentWe pay regular on 27th or before in order to meet the Due data 1st of each monthBut from Oct, the number is adjusted and we didn't receive any notice, so the bill pay amount hasn't need changed, which is sent out on Oct 27th for Nov, and Nov 18th for Dec mortgage, but these two payment is bounced back on Nov 1st, and Nov 23rd from the Guild mortgageUntil Nov 22nd, we got a call and complain we didn't pay the mortgage, we paid Nov 23rd again with new amountThey didn't mentioned we did NOT pay for previous month clearly until Dec, we paid on Dec 16th and 20th in order to meet the payment
We DID NOT received any formal payment until sometime Dec, always get the automatic call with 1-800_***, and without detail message, which is easily be ignore
We don't want to pay the late fee since we paid on time, and called they few times, they don't want to wavier it(two month late fee)Th
First off, I was pre-approved for a loan through your company for $265,We put in an offer on a house for $230,in January and the seller accepted itMy loan officer *** *** tells helps me through the process and assures me the whole way through that everything is greatI have perfect credit, my DTI is good, income is good, everything is goodShe tells me the end of January to go ahead and put my day notice in to my landlord because we will be good to close by the end of FebruaryOne week before we were to close *** emailed us that the closing cost were going to be higher than she anticipatedThat gave us another really big reason to worry that something was just not right here because she had told us that we would not have any closing cost due to a lender credit that we qualified forShe was now telling us that it would be $3,to closeShe then suggested several days later that we ask the seller to raise the sale price by $5,and do a closing credit
I was pre approved by *** ***O for a home loan with Guild Mortgage on August 8,I was told by *** that my pre approval was only good for daysSo I found a home and went under contract on August 17, I was referred to referred to *** *** for underwriting and she and ***'s follow through and competence leave something to be desiredI had the ABSOLUTE WORST BUYING EXPERIENCE EVER!! AT the beginning of this process I was told that Guild would pay for my appraisal fee and that did not happenOne week before closing ***'S assistant *** called me and said oh by the way, you need to get an appraisal ordered and the cost is $dollars! These individuals deliberately gave me a song and dance during this entire processThe countless emails and phone calls were all a waste of my time***"S assistant *** and *** would play games with me by email demanding me to send in documents that were previously submittedThey had no intentions of closing on my loan for a reason th
I was trying to refinance my condo loan and have my father co-signMy father worked with this mortgage representative (as well as my ex-wife and my brother) doing a reverse mortgageI would have been the fourth family member to get a loan processed by this mortgage representative (*** ***)Her last contact with me was via e-mail on July saying that because I had lost my job she would not process the loan and she asked if I wanted to cancel the loanI asked about other options but have not gotten a response from her after I sent e-mails on July 11, July 14, July 15, July 18, July My representative has been fairly unresponsive throughout the time, but especially since July she has been non-responsive
I was also charged on June $
On Monday, July 18, my title company and I submitted a payoff request for my closing date of Wednesday, July 20, Guild Mortgage informed us that it takes hours to complete the payoff, which we acceptedIt is now Saturday, July 23, and still no payoffEvery time I call Guild Mortgage they keep giving me the runaround, telling me that they already completed the payoff and sent it to the title companyThe title company is telling me that Guild Mortgage told them on Friday, July 22, that they were still working on the payoff...however, the new owner has already moved into the home on the closing date, July 20, and apparently Guild Mortgage has already been paidI am bewildered on what to do with Guild Mortgage; their communication is terrible and they are dragging their feet on my payoffI now may have to seek council and file a report against them; beware of this company and their unprofessional attitude when there is payoff involved!
Hello,
I called guild mortgage in mid to late July of ( I believe it was July 17th) to find out if there would be any fees or any costs to me to sell my houseThis was after I found out that I could not do a loan modificationI spoke to *** *** on this dayI asked her what the fees would be for me to sell my house if there would be anyShe told me no that there would not be any fees for selling my home and I may proceed to do soSo after selling my house, I signed papers with my escrow company that stated this would be my final payout: $32,After a few days after closing and not receiving my money, I called First American, (the escrow company that was used) and they said that Guild Mortgage finally got back to them after trying to get a hold of ANYONE at all in the foreclosure deptafter almost two weeksI received my money days after the recorded close date due to the fact that no one from Guild Mortgage would get back to usFinally when they did on Augu
The mortgage process through Guild was a breeze - simpleOur problem starts one year later when a storm damages our roofWe contact our insurance company who processes the claim within hours (check in hand) so the roof could be fixedWe found a roofer with excellent referencesBecause the check is made out to Guild and ourselves, both parties have to endorse itSo we overnight the check to Guild for endorsementweek later, we have to call to see what the hold up wasThey said it was because we didn't endorse it first, so they send it backWe endorse it, overnight it againweek later, we again have to call to see what the hold up wasThe customer service rep said it had been delivered that morning and gave the name of the person who signed for it (someone we never heard of)He puts us on hold a couple of times then came back and said "oh I read that wrong" - it hadn't been delivered and it will possibly be another daysIn the meantime, we asked another customer service rep who would be responsible for any further damage caused by the roof not being fixed and was told we would be (even though they are the ones sitting on the check)Now we find out that they will be sending only a portion of the check back to us because it is over a 'certain amount'Then send the rest at a later date after their own inspections, etcOur insurance company combined two claims into this one check: one for the roof (which is under their 'certain amount' and the second for a patio cover which is also under their 'certain amount') The insurance paperwork we sent to Guild with the claim check clearly shows two claims with both of the claims each less than their 'certain amount' thresholdWhy are they making this so difficult? Almost impossible to get competent customer service We would like to speak to a supervisor or manager but impossible to get past the customer service repsWe were told they have to keep the interest of their stockholders in mind - I guess as a customer, we don't countThere is no reason for them to be holding this check, especially for this longWe pay our insurance; our roof needs replacing and we have done all the leg work, got the insurance check, as well as have contractors standing by waiting to do the jobThis is ongoing and has not been settled yet - this is not good business
Posting a 1-star having removed a star for every despicable thing Guild Mortgage in San Antonio on Sonterra Blvddid over the course of our home purchase Most people will unlikely read this full review, but we cannot refrain from providing a fair account of our recent loan experience (2017)
Despite our better judgement after reading national reviews concerning Guild Mortgage, we proceeded with Guild after they 1) reaffirmed us “this office is not like the rest; we have 100% good reviews.” and 2) “we will not sell your loan, we have our own servicer that will be financing and managing the mortgage over the life of the loan.”
Despicable Practices:
1) We were not provided a firm rate for financing up front Only after we discussed another bank we might finance with did they make a rate offer by simply matching the other banks rates
2) We mentioned to the officer; we would only consider financing through Guild if they did not sell the loan and provided some specific loan servicing features (loan recast & full payment pre-pay)We were put in touch with a Guild loan servicer who confirmed the servicing features would be included and that Guild would service the loan Exactly days after close we received a letter informing us our loan has been sold to Wells Fargo (the most corrupt bank in the country: currently being sanctioned federally in recourse after criminal account practices over nearly a decade)
3) During our option period, we shopped for better rates and found a loan at the same rate Guild was providing, but with No closing cost & No points When we presented this offer to the Guild Officer; they confirmed (we have proof): “Yes….our office will match the offer.” Despite this offer we ended up paying over $1,in origination fees which would have been credited in a “matched” offer Repeat: $LENDING CREDITS PROVIDED AT CLOSING AS PROMISED
4) Guild’s Negligence to communicate money transfer requirements in preparation for down payment wire caused a communication breakdown at the end of our closing period leading to a full re-audit of our accounts Only after working with them through the weekend night and day were we able to reaffirm approval from Guild’s Underwriters just a few hours before closing
5) Our loan officer was contacted on closing day by the title company asking for another day to close No only did our lender allow this giving previous owners more than a day of control of the property after final walkthrough where they could do anything (exposing us to tremendous risk), but then at the new closing date, for which we again had to take off work to attend; we were still unable to secure the keys/access to the house, walking away with literally only paperwork in hand Our realtor was nice enough to secure the keys and bring them to us after Guild’s payment wire had been confirmed later that day
6) We were putting >20% down so an escrow account is not required and we had asked that an escrow account therefore not be structured into the loan Final paperwork indicated a $escrow waive fee not previously discussed or indicated in any previous loan estimates provided during the closing period
If you are even considering working with this company despite this review; please post a question or reply offering why We will provide proof of our circumstances, additional warning & rebuttal, information & resources for better alternatives, etc
I have been talking(Several Times) to Guild Mortgage since the end of March speaking with a different Customer Service Representative each time They sent me the Escrow Account Disclosure Statement and in reviewing it I saw they did not have the correct numbers for the Property Insurance and informed them of this with my first call I also stated that we would have a problem with and increased payment of the stated new payment because our income is fixed with basically no increase and was wondering if they could make the increase divided out by years instead of one They assured me they would send this back to their Accounting Dept with the new figures and the request of dividing the increase They did and came back with still the wrong figures so the increase amount had been divided out but the Insurance amount had not been changed I once again called them asking again to get it right Ok now it once again has to go back to Accounting (or whatever Dept they send it to) so I
At the middle to end of January I changed my home owners insurance company from *** to ***The new policy was to take effect on Feb11, Guild Mortgage was notified of cancellation of insurance by *** and notified of a new policy by *** before the new insurance would go into effectOn March 23, I received a letter in mail that if my account was not paid in full for $to *** by March 29, they would be canceling my policyAs I did not receive this letter before close of hours for Guild on Friday I called on Monday, March 26th to talk to *** to make sure the letter was not sent in errorThey informed that the policy in fact was not paid, that three notifications had been sent to Guild about payment being neededFrom there I called Guild to find out why it was not being paid and was informed that they would send over night payment if I emailed them my proof of insurance and the amount needing to be paidI did this immediately, but was hung up before compl
Terrible experience with Jeanne ***She was highly recommended by friends but I am giving her one starShe told me up front that it would take weeks from start to finish to get done with a refinancedays into the refinance, we had still no appraisal done nor had anyone called to schedule oneI kept having to call her to get updates and she just kept giving me excuse after excuse about why it was taking so longThis morning I got an email from her stating that she would be unable to continue the process and referred me to someone elseThis company and lady are great if you have no questionsOnce you ask what's going on because things aren't adding up right, they dump youBuyers and refinancers BEWARE! They claim to want to help the customers but are only in it for the money!
This company has horrible customer serviceThey continually lie to you and refuse to follow through with account updatesIt has been three weeks, phone calls, and voicemail messages and they have never called me back or and still have not corrected my name on the accountFor the past year we have paid more than the amount due and were notified that our mortgage insurance was going up! So now the company gets the amount paid over instead of it going toward our principalThis company advertised itself as being family friendly, the neighborhood Mortgage companyThis was another lie My family's primary focus is paying extra, paying on time, and getting out of the Guild Mortage loanSo far of the payments we've made we've averaged less than $towards principal which is heartbreakingWe were first time home buyers with little credit and no banks would work with us so we were forced to go FHAEven though we had THOUSANDS of dollars saved up that we had statements proving we worked hard for itWe pay an extra 132.63/month towards principle and still have only paid 2,towards principle ytdThats a lousy 141.11/month of our payment going towards the actual value of our houseNow it will be less than that due to the insurance going up! It's no wonder so many people in our generation cannot afford a house
Once this company has you, they treat you like crap, and say anything to get you off the phone, including just leaving you on hold for more than an hour, continually clicking in to see if you are still there
How dare you e-mail me offering to refi saving $a year for closing costsYou repeat twice there is NO cost to youYet you say clearly there are closing costs roughly the amount of our $paymentSo it will take me almost a year to make actual progress again
The only time we will be refinancing is with another company who has respect for a hard working young couple and is actually going to SAVE us money NOWNot try and con us into prolonging our loan so that you can squeeze even more money out of our accountsYour company doesn't need more money from us they are already taking over 46% of our payment for interest and the FHA went from 15.6% to 36.0% once they saw we could pay more than the minimum, they figured away to put that into their own pocketSo Guild Mortgage enjoy it while you can because eventually your tyranny will end and your wealth will diminishI'm sick of big businesses PUNISHING the middle class
When we started to use *** *** with Guild Mortgage, the initial phone call to get started was very promisingThere were a few minor things with my credit that needed to be addressed, but were easy to do in the time frame neededFast forward a few weeks into the process, I am repeatedly being told that all is well on my end, and they were going to get the numbers to workShortly after, the closing date on our house was pushed back a few weeks, due to lengthy and uncontrollable appraisal processesThe communication still seemed good, and I was apparently doing everything I needed (according to ***'s team), and they were still working on the mortgage processdays before our twice-pushed closing date, I get a call from *** *** that a rogue derogatory remark showed up on my credit, and to fix itI went into overtime, immediately started to fix itTwo appraisals were needed, and one was still pending, and ***'s team had no clue where the appraisal wasOur third closing date
**Warning do not use Guild Mortgage**
Guild is wonderful if you are a clientThey are helpful, great customer service...until you try to leave them! I recently refinanced my home with my own credit union and Guild has given me nothing but problems!!! It started when I needed to get a loan pay off statement for my new lenderIt took weeks to get it, and requested multiple timesIt's supposed to take no longer than hoursThey would confirm it was sent, however, the bank confirmed that they did not receive anythingIt was a hassle to get this one document to my new mortgage companyIt was the only document missing and my closing date was actually pushed back days just for the delay of this one documentThen I tried to remove my automated payment a few days before the due date because my new lender would be paying off the loan in fullThey told me the money would be drafted anyway because it takes daysIt does not state that on the website?? I would not recommend Guild based on their customer service!
I had done business with Guild in (Mortgage loan) and I had few issues then also, however, I let it go that time as I thought it could be genuine mistakeHowever, they have done it againThey feel free to run my credit on their own wish and tell me that they've not run itIt's not ethical specially as I have not granted permission, actually, I have said no, you can't pull my credit score but still they would go ahead and pull my creditFollowing are the dates, they have pulled my credit without my permission:
07/27/
10/14/
04/20/
Recently, I was inquirying whether should I go for refinancing or try to remove PMI and I had specifically said that don't want to pull my credit just yet and they confirmed that they have not pulled my creditHowever, I got notification through my alert that they've pulled my creditAlso, they have requested to add back old inquiry of 03/23/into my credit report which was already removed