Sign in

Guaranteed Rate, Inc.

Sharing is caring! Have something to share about Guaranteed Rate, Inc.? Use RevDex to write a review
Reviews Guaranteed Rate, Inc.

Guaranteed Rate, Inc. Reviews (113)

I was supposed to close on my 8/18, I still to this day have yet to closeI keep asking for updates and they just say your loan is in an expedited file and it's in reviewNo help what so everI would never recommend anyone use them especially if the loan agent is Kelly *** or Todd ***

I had a great experience buying a home with Guaranteed rate

I have gone through Craig previously when I initially purchased my home so I already knew the type of caliber and efficiency Craig and his team brings to the tableAfter a few years of ownership, my home had increased a significant amount in valueMy wife and I thought this would be a perfect time to refinance our home in order to pay off some expensive medical billsWe initially went through our bank for the refinance I have had this particular bank for the last years but also, my current mortgage and auto payments are there as wellTo be completely honest, I really liked that all of my payments were located in one loginNot the smartest deciding factor but none the less I loved the convenience of itMy wife and I figured, "Why not refinance with a bank that knows our history better than anyone else."
If I tell you we were wrong that would be an understatementI will not name the bank personally but this particular bank took us on a wild goose chase for almost two months

Guaranteed rates Terry *** made the loan process so easy We gathered documents and submitted them online We signed all the preliminary docs online so all we needed to do was wait for closing

I submitted a request for information through Guaranteed Rate's website last Tuesday and within seconds, I received a phone call I was impressed with the rapid response and the great customer service initiallyOnce I checked them out on Revdex.com website and found they were legitimate, I provided them with all of the personal information to see if I could pre-qualify for loan After I submitted all of my information, I received no response at all; not like the few seconds response I received prior to surrendering all of my personal informationI called on Friday when all the banks and other businesses were open and left a message requesting a call back as soon as possible When I did not hear back all that day, I contacted a local bank the next day and submitted paperwork through them I called again Monday rather frustrated that I hadn't heard anything at all and this company had all of my personal information Rather concerned, I stated that if I didn't hear back the same day, I would be contacting the Revdex.com to file a complaint I received a phone call from agent Jim *** at about 6:that evening telling me that he wasn't sure about my message I explained my concerns with not receiving a phone call back I explained that with the quick initial response, I had expectations that I wouldn't be left hanging so long All I got from this agent was contempt for expressing my frustrations with the lack of response He was rude and rather than attempt to deescalate the situation by apologizing for the delay and moving on, he got defensive and made excuses for his lack of response and told me I needed to change my tone with him or he was going to purge my information Bear in mind my tone was firm and assertive but never aggressive

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

Complaint: ***
I am rejecting this response because:
*** 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 paperwork. then 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 Rate
It is true that my husband received a call from *** 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*** *** and *** *** know.
Furthermore, it was disclosed to us that the appraiser was charging $She told usGuaranteed Rate asked me to write a letter of complaint to *** *** ***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 *** ***, 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 thenSo 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, *** at damage compensation.
Guaranteed Rate has some really bad complaints against them and *** *** wanted to call me up after I initially wrote the *** 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 *** ***' to ever call us and talk to us about our complaint, but they didWell if *** *** 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,
*** And *** ***

Terrible experienceWe have refinanced with this company and have had massive problems from DAY Firstly, they misjudged our rate loduration so because of their inability to close the loan after days (due to a myriad of reasons) we were fined $paid directly to Guaranteed Rate to hold onto the rate were had locked in! We tried to pull out at this point but rates had gone up a lot in the days after we started so we literally had no choice but to pay the fineWe also had to pay our property tax (close to $10,000) out of pocket to close this loan even though it was being paid through my previous escrow accountGR said that we would receive a refund very quickly so we agreed using all of our savingsIt's been well over weeks and we are still waiting, borrowing from friends and family to see us throughTotal nightmare and so upsettingAlso, can't log into the web servicing to look at my account, we don't exist and our loan officer could not care less!

Initial Business Response /* (1000, 8, 2014/09/03) */
Dear Mrs***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 8/7/We regret the dissatisfaction you experienced during your loan processI can assure
you that there was no bait-and-switch with your loanThere root cause of the issue is the fact that that your property was non-warrantable, so we could not give you the same rate as you could get by going directly to *** Also, a key contributor to the delays was the fact that your homeowner's association was not timely in their response to our requests
Guaranteed Rate prides itself on client satisfaction and we truly 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,
*** B ***
Vice President of Client Satisfaction

Initial Business Response /* (1000, 5, 2014/09/10) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 9/3/and thank you for giving us the opportunity to address your concerns as your business is very
important to us
We agree that a credit was missed and apologize for the oversight; we have already sent a check for $via *** overnightIf you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction

I very rarely take the time to write reviews but Guaranteed Rate is the worst company I have ever done business withThey offer zero in customer service and they either pay minimum wage or don't take the time to train there employeesI hate to say it but this was by far the worst mortgage decision I have ever madeI would love to leave and will do so as soon as possibleYou have been warned! Stay away from this black hole!

To follon my previous review from 7/20/ GR was finally able to resolve the outstanding concern I had with them

Initial Business Response /* (1000, 8, 2015/04/27) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 4/15/Thank you for giving us the opportunity to address your concerns as your business is
very important to usThe Customer Care team has already made live contact with you in the hopes of better understanding your concerns and finding an acceptable resolution
Your request for a full reimbursement of your appraisal fee is something we believe is not appropriate for this situationOur position is that this should not be reimbursed because
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)Since your complaint does not comment on the quality of the appraisal, it implies that you were satisfied with the quality of the appraiser's workYou did receive the service you paid for which was an appraisal of the current value of your property
If you did not receive that letter or have question about it, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction
Initial Consumer Rebuttal /* (3000, 10, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charge against my card was required as part of the refinance processDue to the fact that Guranteed Rate is responsible for insuring timely completion of that process, and failed to manage the process causing the expiration of my locked rate, and canceling my loan without any consultation which renders the appraisal uselessThe mismanagement of your team effectively cost me $500, and unlike your name implies, my rate was not guaranteed
Final Business Response /* (1000, 16, 2015/06/01) */
Dear Mr***,
I went ahead and looked further into your complaint, escalating it to the senior manager within that regionAfter looking deeper into the issue, it's clear that delays were created by both Guaranteed Rate and yourself; but you felt the bulk of the pain because the loan did not close successfully
As an act of good faith and to compensate you for your frustration with the loan process, we've gone ahead and sent you $in same as cash *** gift cardsIt was sent overnight via *** on 5/22/If you did not receive this package or have question about it, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction

Initial Business Response /* (1000, 5, 2014/02/13) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2-8-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
As your complaint details, the loan officer transition was not handled wellThank you for your patience during that transitionWe will use this as an opportunity to improve our internal processes
To further express our sincere regrets, we are sending you a small giftPlease expect it within 3-business daysHopefully, it will offset some of your dissatisfaction with the service you receivedIf you have any additional concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction

Initial Business Response /* (1000, 18, 2015/07/20) */
Dear Mrs.***
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5/8/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 phone conversations with you and our Customer Care teamWe have investigated this complaint and unfortunately, we will not be refunding your appraisalThis is because your request to cancel the appraisal came after it was already completedAlso, because the actual service requested (a home value appraisal) was successfully provided by the appraiser (i.eyou received the services promised)
We regret that your loan experience was 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,
***
Vice President of Client Satisfaction

Initial Business Response /* (1000, 8, 2015/05/21) */
Dear Mrs***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5/7/Thank you for giving us the opportunity to address your concerns as your business is very
important to us
We are as disturbed as you that you received this deceptive letter and apologize for any discomfort you experienced because of itThis marketing piece was neither created nor sent to you by Guaranteed RateRather, it was sent illegally by ***We have sent a cease and desist letter to *** and sent a copy to the *** *** *** We take our customer's and other consumers' privacy very seriously and want to make sure you are protected
We encourage you and any others who have been manipulated by this scheme to also file a complaint against *** *** *** The *** *** put's great weight on complaints that come directly from consumersIf you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction
Initial Consumer Rebuttal /* (2000, 10, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/13) */
Dear Mrs***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2-20-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
We regret you chose to discontinue working w/Guaranteed Rate and apologize for the confusion stemming from a delayed charge to your credit cardTo clarify, the delayed charge was for a home appraisal that was requested by you and successfully performed per terms of contractWe do regret that you were not billed at the appropriate time, fortunately you were able to use this same appraisal with your new lender and avoid paying for a service twice
If you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience
Respectfully,
*** B ***
Vice President of Client Satisfaction

If you are buying an upscale home, or an experienced buyer, fineHowever, if it is modest, forget itOur loan officer, and also a VP never outlined the process, took us through a step-by-step, or managed expectationsHe was condescending and self-importantCommunication was so poor, my sister, a mortgage broker in L.Ahad to get involved on three occasions to explain things to us and manage their teamShe experienced first-hand what we hadAnd, apparently deadlines mean nothing: we had extensions, and underwriter review took hours! If you call customer service, you can expect they will do nothing--not even return a phone call

February was the first payment of my refinanceHowever, the system did not accept my routing numberUltimately, the payment was made with a late feeGuaranteed Rate's payment department treated me like a criminalIts apparent to me that instead of trying to help me fix the technical problem they thought it was more beneficial to demonize my character when it was their payment system that caused the late paymentNeedless to say that I am not looking forward to this business relationshipI called my loan officer Chris *** for help and he was off the phone with me in less that seconds after he instructed me to call customer serviceHe did not even offer me the customer service numberAfter all that we went through to get the loan cleared, WOW!
I sucked it up and paid the late fee like a champGuaranteed Rate is a guaranteed let down

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

Check fields!

Write a review of Guaranteed Rate, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Guaranteed Rate, Inc. Rating

Overall satisfaction rating

Address: 60 N. Beretania Street #901, Honolulu, Hawaii, United States, 96817

Phone:

Show more...

Web:

www.guaranteedrate.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with Guaranteed Rate, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for Guaranteed Rate, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated