Guaranteed Rate, Inc.

Worse experience of my life. These people are suppose to know what they are doing. WRONG! They have no clue what they are doing. We never got called back because our saleman was fired and took all his files with him. Then we asked for a total for closing cost, fees, down payment, etc.. They were $4,000.00 off. If you do this for a living, I would think you could come closer than this. And this was brought to our attention Friday at 7:00 p.m. We close Monday at 2:00 p.m. We explained that all our money was in Florida and that we would need time to get it. Their advice was to put the money on our credit card. Maybe they should have to put it on their credit card and pay interest. This company obviously does not know what it is doing or they need a better check system for its employees. RUN FROM THIS COMPANY. RUN FAST AND RUN FAR.

Initial Business Response /* (1000, 5, 2014/02/13) */
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 2-4-2014. Thank you for giving us the opportunity to address your concerns as your business is...

very important to us. Guaranteed Rate prides itself on client satisfaction and we regret that your experience has been less than satisfactory.
The Customer Care team and the Regional Sales manager have already made live contact with you in the hopes of better understanding your concerns and finding an acceptable resolution. We will remain in direct contact until the issue is closed. If you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience.
Respectfully,
[redacted] B [redacted]
Vice President of Client Satisfaction
Final Consumer Response /* (2000, 7, 2014/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Guaranteed Rate refunded the money I asked for.

Guaranteed Rate is a terrible company and you should stay far far away. They have not set policy for their underwriting department so they can purposefully deny loans when the market changes. They will tell you ANYTHING to get you to start the loan with them and then will make the process miserable. They are either liars or incompetent or both. I worked with Amber and her advice and loan management was the worst service I have ever received.
Please go with another company so we can filter out these horrible businesses.

What can we say, Steven [redacted] out of Tampa is a rock star! After financing fell through with a different lender due to appraisal issues, the seller recommended Steve and he was able to qualify us and close our new loan in just over THREE WEEKS, on New Year's Eve afternoon, just in the nick of time to save us money on taxes.

We sincerely didn't think it would happen, but Steve pulled it off and was friendly and professional the entire time and maintained awesome communication. Highly Recommended.

Don't ever use Guaranteed Rate. They mortgage reps promise you great service, but the underwriters, processors and closing deartment are horrible. They are arrogant and inflexible. I have never experienced such poor service and I have a great deal of experience in this industry.

They may have good rates but so do many other mortgage companies. It isnt worth the aggravation of dealing with them to secure the same rate you could get from another mortgage company.

I went with GR for my first home purchase. So glad I did.
Got the pre-approval done very quickly thanks to their online application system and my excellent credit score. Got the pre-approval letter promptly with clear explanation.
Then focussed on the actual home search and did not fup much on loan. When the contract was actually signed I reached out to Jason from GR who I was working with and learnt he was moving to a different company. Thought I need to look for another lender at the last minute.
Luckily I had another friend who worked with Mark [redacted] team with GR before. So called them up and asked to transfer my file. It took few days for them to get the file. But communication was spot on and whenever I called with any questions or updates was promptly answered.
Mark went through the various options patiently and explained everything. There was no shadyness at any point. I was guaranteed a rate and it was sanctioned in the end. Thats what I like as a customer as many of us do.
Mark's team is phenominal to work with. Getting a loan was almost like applying for a credit card. Having said that it was not without its challenges. Had to upload documents like W-2's from [redacted] websites twice. They had issues reaching my former employer (which is totally not their fault) and that caused some confusion. Mark sorted it out with the underwriters and the load was sanctioned 2 days before the closing day.
Since this was my only experience I cant really compare the service of others. But I can guaratee that if you do your part they will take care of this tedious process.
Be little proactive in fup as sometimes they can get busy other files/customers and also upload all documents in their portal in a timely fashion. Leave the rest to this awesome team.
Thanks guys for helping me realize my dream!

Initial Business Response /* (1000, 5, 2014/02/13) */
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 2-10-2014. 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.
We reviewed your complaint and will sending you a $150 gift card (cash equivalent) as compensation. You should receive them via [redacted] early next week. 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, 2014/10/27) */
Dear Mr. [redacted],
I wanted to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 10/15/2014. Thank you for giving us the opportunity to address your concerns as your business is very important to us. We...

are investigating this issue and will make live contact with you by 10/31/2014.
Guaranteed Rate prides itself on client satisfaction and we 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

Complaint: [redacted]
I am rejecting this response because:[redacted] and foremost, the issue was brought up about the closing day happening on the date we requested. That could not be further from the truth. You know as well. This closing was supposed to happen on several dates all prior to the date that it finally happened. This loan application initiated on 10/12/2016. There were SIX CLOSING DATES recorded on my calendar and last years calendar as well,  that came and were delayed because of Guaranteed Rate, their actions or lack of actions. In fact, we were supposed to close on Monday 1/16/2017, then it was 1/20/2017, then it was 1/21/2017, because The last delay was because loan papers were not generated and they were not prepared. "They were waiting on the paperwork. then it was 1/23/2017 between 1-3pm. It was delayed again because the loan file was not received by the closer yet and it would be delayed. We finally closed around 4:45pm on that Monday. Because of all of the delayed closings, I had to delay a major surgery, the location of my mothers funeral had to be changed to Arvada Co rather than Doniphan, NE. More than 40 people could not come to my mom's funeral because of Guaranteed Rate. My family was furious with me. I was the executor of her estate and I couldn't even carry out my moms wishes for where her funeral was. Three times we were making last minute house payments on our previous loan because of Guaranteed Rate. It is true that my husband received a call from [redacted] in my absence. He was informed that we would receive a check for $100 because the amount was not disclosed prior to our closing that we would incur further charges. All who worked on this loan knew that this charge was going to be on the loan additionally, and nobody took the responsibility to let us know of the change., but further, as it was mentioned in the response just recently received, they said they did not have to give us another three days  because there "wasn't any changes" to the loan paperwork. So if there weren't any changes, then why did the $100 show up on the the final loan docs? There was a change and they know it. So what does Guaranteed Rate feel they need to compensate us for me having to dalay a major surgery, for having to relocate my mom's funeral, for three and a half months of pure hell. The stress was indescribable. [redacted] and [redacted] know. Furthermore, it was disclosed to us that the appraiser was charging $600. She told us. Guaranteed Rate asked me to write a letter of complaint to [redacted]. The letter addressed several items. The delay of the scheduling, the concern of having a student do the appraisal, the turnaround time in completing and submitting the appraisal to the mortgage company. All of these items and others were a measure in contesting the charges of the appraiser because the appraisal was not done by her and that we objected to having a home be a classroom for her appraisal school that she owns and operates courtesy of her clients. We objected to [redacted], our loan officer prior to her coming and he said that if we asked for another appraiser that our appraisal would be delayed again. Our backs were against the wall. If we knew we would have to pay the additional money, then why did we only pay $450 from our credit card? The only thing I can comprehend is that we would object and take our business locally. Our credit union said they could get appraisers for $425 anytime. Their tactic was to wait until we were deep involved in the loan and at closing, pop it on us then.So yes, I reject the response. Answer where the $1026 went from our loan disclosures. Damages, yes, we have been damaged. We have never had such a horrible, stressful, maddening nightmare in our entire 36 years of marriage, with any financing, whether a car, a house or anything else for that matter. This whole complaint starts with accountability, which goes hand in hand with honesty, and then when you can do that, [redacted] at damage compensation. Guaranteed Rate has some really bad complaints against them and [redacted] wanted to call me up after I initially wrote the [redacted] complaint. He was very confrontational. He wanted me to recite how many complaints were on there file? He then said that in comparison to how many complaints they have, they have written over (millions or billlions) in loans! Number one, he has no right to call me and confront me about my complaint with the Revdex.com. He is a loan officer, that's it. We had at least 20 calls that were in that content of mudslinging, blaming us, etc. I am not one to let any man, let a lone some inexperienced loan officer call me on the phone and read me the riot act. If you think I am exaggerating, check their so-called recorded phone calls we had. You will hear alot of what I am talking about. I told him that I read a scenario of another customer that went through the exact experience that we had been going through and we had not even closed on the loan yet. That is harassment, pure and simple. it was not his job, nor [redacted]' to ever call us and talk to us about our complaint, but they did. Well if [redacted] wants to brag about how many millions or billions of loans they write, I would like him to also recite how many times in a day, let alone a week or a month or year he lies to his customers?Guaranteed Rate needs to answer these questions and further realize what hell they put us through for 3.5 months. then respond, because believe me, I have more and I won't stop with the Revdex.com.     
Sincerely,
[redacted] And [redacted]

Initial Business Response /* (1000, 8, 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 3-19-2015. 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.
We have credited you the first month's payment of $4,004 (the amount in dispute) because your first month's mortgage payment which was setup for the incorrect date (it was setup for 4/1/2015 vs. 5/1/2015 which was 1 month too early). We apologize for the unintentional mistake, our goal is 100% customer satisfaction.
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]

Initial Business Response /* (1000, 5, 2015/07/02) */
Dear Mr.[redacted]
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 6/22/2015. Thank you for giving us the opportunity to address your concerns as your business is very...

important to us. We regret that your experience has been less than satisfactory.
[redacted] out of our NC office is working on getting a solution that you will find acceptable. I know that you've been in contact and that he has walked you through the details. Please continue to work directly with [redacted].
If you find the solution proposed unacceptable or have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience.
Respectfully,
[redacted]
Vice President of Client Satisfaction
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I concur that the company has been in contact with me and, to date, appears to be working on the solution; however, it has been almost 1 month since the complaint was filed, and they have still not closed the loan.
My acceptance of their response is completely dependent on GR executing their proposed resolution.
Final Consumer Response /* (4200, 17, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unless [redacted] (Branch Manager) is also the Regional Sales Manager, I have NEVER been contacted by a Regional Sales Manager, although I would be glad to speak with one. I have only spoken with Mr.[redacted] and [redacted] from Customer Service.
Today marks the 2-week mark since GR informed of the appraisal issue (7/20/15). Since that time, my rate lock had to be extended (for which GR indicates I am responsible to pay), and no resolution has been put forth between GR and their third party appraisal firm. I spoke with a local mortgage firm and forwarded the appraisal to them. They stated that they did not see an issue with the appraisal or value presented.
In short, this is essentially the third opportunity for GR to close this re-finance, and again, they have failed to close. My family continues to incur significant financial consequences of this failure, that I would never have incurred, had I used my local bank. I chose GR originally because of their promise to close quickly. MANY months later, I'm still waiting ONLY because of the rate increases since this all started. GR needs to get it together and make this right. I am still giving them that opportunity, but am still very disappointed.
Final Business Response /* (4000, 19, 2015/08/14) */
Dear Mr.[redacted]
We have escalated your complaint internally and we regret to inform you that we will not be able to grant your request.
Your original loan application was denied due to issues with the appraisal. At your request, Guaranteed Rate was able to obtain an updated appraisal. However, after the underwriter reviewed the updated appraisal, they determined that the original denial would remain in place.
It is very unfortunate and disappointing that were not able to close on your refinance loan. We want to assure you that we did try everything possible to resolve the issue with the appraisal. For your inconvenience, we have agreed to cover the cost of both appraisals at no charge to you.
We now consider this issue to be resolved. Again, we apologize for any inconvenience you experienced and we hope that you would consider working with us again in the future. Should you have any further questions or concerns, feel free to contact our Customer Care Team at either (XXX) XXX-XXXX or [redacted]@GuaranteedRate.com.
Best Wishes,
[redacted]
Customer Success Manager

I have obtained 3 loans now through Guaranteed Rate. The Guaranteed Rate team is prompt and always communicate with me with whatever questions I have.

Worst customer service experience ever. 2+ months of a refinance with zero communication from [redacted] at guaranteed rate. I had to continually reach out to her to get any kind of update on our loan. She never called me back, would only email me!

We have just been taken for almost $1,000 by GR after receiving a pre-approval letter and every confidence our mortgage was a done deal. Our Mortgage Assistance Brendan told us to be very, very confident about going ahead with the expense of an inspection, appraisal and they took $150.00 for some sort of fees we never received details about (even thought requested many times). We provided the same paperwork many times to them as it would appear to get lost between departments. I wish I had followed my gut early on and never pursued a mortgage with them. Horrible experience.

Initial Business Response /* (1000, 8, 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 3-19-2015. 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.
We have credited you the first month's payment of $4,004 (the amount in dispute) because your first month's mortgage payment which was setup for the incorrect date (it was setup for 4/1/2015 vs. 5/1/2015 which was 1 month too early). We apologize for the unintentional mistake, our goal is 100% customer satisfaction.
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]

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

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

am and 5:30 pm (CST). We take your review seriously and hope to connect with you soon. Regards, The Customer Success Team

Stay as far away from this godawful company as possible. Their communication is atrocious and even worse, unethical. Every party in our transaction was getting different messages on the same day and none of it matched. Amazing that they are still in business....

Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title:[redacted] Manager
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@guaranteedrate.com
Dear [redacted],
The purpose of this letter is to confirm that we are in receipt of your Better...

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

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