Guaranteed Rate, Inc.

Guaranteed Rate is anything but! Our recent experience purchasing a condo in Cambridge with our daughter was an absolute nightmare, starting with the broker who quoted what turned out to be a significantly lower rate than we ultimately receivedUnfortunately, by time we learned what the loan cost would be it was too late to go with another, more competitive lenderThen he left the company midway through the process, without any notification to usThere were at least four other people in as many locations working on the documents, none of whom seemed to communicate with each other or usThere would be long periods of silence followed by a phone call or email demanding some piece of documentation immediatelyAfter the loan closed we received a couple of phone messages from Guaranteed, but when we called back the number they left we'd get dumped into the automated answering service and could not reach a live personFinally found out it was to notify us they had changed the loan ID number - this, after my daughter already sent a checkThese were by far the most disorganized and unprofessional mortgage lenders we have ever worked with, and we have bought and sold several houses in four different statesWe also complained to our realtor and advised him against ever using a Guaranteed broker again

Initial Business Response /* (1000, 8, 2015/03/31) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 3-10-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 have agreed to a partial refund of your appraisal fee in the amount of $A check is being sent out via UPS this weekIf you do not receive this check be Friday April 3rd, please reach out us so we can investigate the issue
We regret any dissatisfaction you experienced with the loan processIf 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 /* (3000, 10, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In finally speaking with the regional manager, it seemed to me that if I didn't accept a lessor amount than what was owed to me that I may have received nothing at allSince this is a lot of money to me, I used the thinking that something is better than nothing hereIn reality I would have liked all of the amount $but apparently this is not to be

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, 7, 2014/05/05) */
Dear *** ***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5-5-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,
*** B ***
Vice President of Client Satisfaction
Initial Consumer Rebuttal /* (3000, 9, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Guaranteed Rate has responded to our concern by eliminating the escrow requirement for our mortgage, I cannot say that I am "completely satisfied with the response" as required for me to accept the response, per the Revdex.com's explanation of what that meansGuaranteed Rate made a big error, increased my mortgage payment by $600/month, then ignored my requests and gave me the run around until I reported it to the Revdex.com and the Consumer Financial Protection BureauThat is not an acceptable way of doing business
Final Business Response /* (4000, 11, 2014/05/14) */
Ms ***,
We have escalated your complaint internally and we will be granting your requestOur apologies for any dissatisfaction you've experienced, we truly value you as a customer
Below is a copy of the official confirmation letter being sent to your homePlease contact us immediately if you have additional questions or concerns (***)
Regards,
*** B ***
VP - Client Satisfaction
May 7,
*** ***
N36WXXXXX *** *** Road
*** ** XXXXX
Re: Loan Number XXXXXXXXXX
Dear Ms***:
This letter will confirm our actions regarding your complaint filed with the Revdex.com.We regret any confusion or hardship surrounding the minimum balance requirement, or cushion, in your mortgage escrow accountAfter careful consideration, the decision has been made to remove the escrow account requirement from your mortgage loanFunds currently in your escrow account in the amount of $2,will be refunded to you, and Guaranteed Rate, Incwill no longer be responsible for the payments of
your real estate taxes, mortgage insurance, and/or homeowner's insuranceYour monthly payment amount is now $1,824.52, next due on June 1,
Effective immediately, you will assume responsibility for the payment of your real estate taxes; however, we will require written confirmation of those payments days after their due date each yearYou will also be
responsible for the payment of your homeowner's insuranceYou must provide proof of payment prior to the expiration dale or' your policyFailure to comply with these requirements could result in the reinstatement of an
escrow account
Rest assured that the deletion of your escrow account in noway changes the terms of your mortgage as outlined in your original mortgage Note
We will work diligently to ensure the proper handling of your loan in the futureIf you have any questions; please call us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Research Department
cc: Revdex.com
Final Consumer Response /* (2000, 13, 2014/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I reluctantly accept this resolutionWhile I got the end result that I wanted, it shouldn't take this much work to get a company to listen, particularly a company that advertises itself as having good customer relations

Initial Business Response /* (1000, 5, 2014/06/17) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 06-16-Thank you for giving us the opportunity to address your concerns as your business is
very important to us
The Customer Care team has already made 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 closed
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
Initial Consumer Rebuttal /* (3000, 7, 2014/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It merely says they tried to contact meIt does not mention anything about correcting the issue
Final Business Response /* (4000, 16, 2014/07/07) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 7-2-Thank you for giving us the opportunity to address your concerns as your business is very important to us
We have reviewed your file and spoken to your loan officerUnfortunately, we will be unable to meet your demand of $25k in compensationThe primary reason is that we cannot find any negligence on our partThe interest rate that you were locked in at was indeed the interest rate at which your loan closed
Please note that we are a regulated industry, so there are government agencies who regularly audit us for regulation complianceWe routinely grade out at the highest level at the end of these auditsAlso, we have internal measures in place to proactively protect consumersThis includes both an audit and compliance department
We regret any confusion or frustration that your loan process has created for youIf 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
Final Consumer Response /* (3000, 10, 2014/06/23) */
The company called me once during business hoursI was busy and we agreed they would cal the next day at a certain timeThey never called back

I was told a medical settlement was the reason why I wasn't approved - however I went with another company and everything was done and complete So glad it didn't go through with Guaranteed Rate

Initial Business Response /* (4000, 9, 2014/08/24) */
Dear Mr***,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 8/11/Thank you for giving us the opportunity to address your concerns as Guaranteed Rate
prides itself on client satisfaction
Unfortunately, we will be unable to provide the refund requestedThis decision was based off the following: A) you were educated on the rate lock extension parameters and were given ample time to research other options/lenders and chose to continue working with usB) During the rescission period (when you could have legally opted out of the transaction) and you chose not to opt out; we were in daily contact with you during this periodThere were delays created by Guaranteed Rate and we picked up several charges to compensate for that mistake
We truly believe we've operated in good faith and regret any frustration you experienced with your loan processIf 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, 8, 2015/01/21) */
Dear Mrs***,
Thank you for giving us the opportunity to address your concernsThe Sales Manager *** *** w/XXX-XXX-XXXX) who managed the application will be contacting you shortlyHe will walk you through the legitimacy of
the billing so that you better understand it
We regret any frustration your family experienced with the processIf 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

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

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Mr***,
I wanted to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5-9-Thank you for giving us the opportunity to address your concerns as your business is very important
to us
Our Customer Care team has investigated your complaintUnfortunately, we believe no additional compensation is warranted based off what we have already done in good faith to get this loan closedWe refunded the $application fee to compensate you for you frustration with the loan processAlso, we closed the loan at a loss that was equal to the amount that you have asked for in this complaint ($1800)We took a loss on this deal for the sole purpose of getting you the desired rate of 3.50%
We regret any dissatisfaction you experienced during your loan experienceIf 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 ***
*** *** of *** ***

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

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

Initial Business Response /* (1000, 8, 2015/04/27) */
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 4/30/2015. Thank you for giving us the opportunity to address your concerns. We regret that you were...

loan was denied and that your experience was less than satisfactory. By now you should have received your Denial Letter detailing the reason we could not move forward with your application. If you have not received this letter or have questions regarding its contents please reach out to us at your earliest convenience.
Also, we have looked into your case and regrettably we cannot compensate you for your lost earnest money. Our investigation determined that we followed the proper lender guidelines and government regulations with your file. We did send you a Conditional Approval, but not a Loan Commitment Letter which is the final step in the approval process
We can truly appreciate your frustration and hopefully the seller will be willing to work something out with you. 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,
[redacted] B [redacted]
Vice President of Client Satisfaction

Initial Business Response /* (1000, 5, 2015/04/06) */
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 3-30-2015. 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 you and your LO ([redacted] have been able to come to a satisfactory agreement, where Guaranteed Rate will be refunding your deposit, the appraisal fee, and the appraisal fee (approx. $550).
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 (XXX-XXX-XXXX) at your earliest convenience.
Respectfully,
[redacted] B [redacted]
Vice President of Client Satisfaction

Initial Business Response /* (1000, 8, 2015/05/19) */
Dear Mrs. [redacted],
I wanted to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5-2-2015. Thank you for giving us the opportunity to address your concerns.
Our Customer Care team has...

investigated your complaint. According to our Servicing Department's records, as of 5/4/2015 we were still awaiting the return of an endorsed check from you (the 2nd of 3). If you have not already done so, please sign and return that check per the instructions provided; this will allow us to expedite payment to you. Our Servicing department will remain in contact you the remainder of the process to ensure successful closure of this transaction.
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,
[redacted] B [redacted] of Client Satisfaction

Initial Business Response /* (1000, 5, 2015/08/20) */
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 8/6/2015. 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 low. We want to assure you that we did try everything possible to resolve the issue with the appraisal. We 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 customers. What 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 resolved. Again, we apologize for any frustrations 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

Initial Business Response /* (1000, 8, 2014/09/03) */
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 8/7/2014. We regret the dissatisfaction you experienced during your loan process. I can assure you that...

there was no bait-and-switch with your loan. There 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 [redacted] 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 satisfactory. 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,
[redacted] B [redacted]
Vice President of Client Satisfaction

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

They just process your load application. Soon after loan is closed, they will transfer your loan. You will be stuck with whoever they choose to transfer your loan. I hate the company that processes my loan now. They charge me extra $5 every month to pay online and schedule automatic payments.

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