Guaranteed Rate, Inc.

Initial Business Response /* (1000, 5, 2014/10/10) */
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 10/1/2014. Thank you for giving us the opportunity to address your concerns as your business is...

very important to us.
We've reached out to your loan officer ([redacted] to discuss your issue. He'd like to talk to you directly about your complaint. He's stated that he's reached out to you several times, but you refuse to take his calls. We believe that there's simply been a miscommunication between our team and you; we'd like to walk you through it. We respectfully request that you give [redacted] 10 minutes of your time to resolve this issue.
We apologize for the dissatisfaction you felt during your last loan experience. Please contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience, so we can set up a time for a call with [redacted]
Respectfully,
[redacted] B [redacted]
Vice President of Client Satisfaction

Hello [redacted],
The purpose of this letter is to confirm...

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

Initial Business Response /* (1000, 16, 2014/08/04) */
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 7-28-2014. 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 have made several attempts to make live contact with you and have been unsuccessful, so we have gone ahead and escalated to our Compliance Department. 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, 2014/07/07) */
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 6-18-2014. Thank you for giving us the opportunity to address your concerns as your business is...

very important to us.
We regret any confusion or frustration that the post-application process (escrow) has created for you. Customer Care ([redacted] has spoken to you on the phone and it appears that your issue is actually with [redacted] Title rather than Guaranteed Rate. Please make contact with [redacted] Title to resolve your escrow issues. We are here as a resource if you are unable to resolve the issue with [redacted] Title.
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,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/1/2016. Thank you for giving us the opportunity to address your concerns as your business is very important to us. Guaranteed Rate prides itself on client satisfaction...

and we regret that your experience has been less than satisfactory.
The Customer Success Team is working to make live contact with you in the hopes of better understanding your concerns and finding an acceptable resolution. We will remain in direct contact until the issue is closed. If you have any additional questions or concerns, please feel free to contact the Customer Care Hotline ([redacted]) at your earliest convenience.
Respectfully,
The Customer Success Team

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

The experience I had with GR of New York particulary with Shane [redacted] and his team was one of the most unprofessional experiences I have ever encountered. They played bait and switch with all aspects. Frist telling me they locked a rate to only call back the next day to say no it is now higher will lock it in today, to then the next day to quote a higher rate. This was .5 a point in two days. They then require mutlitple documents and afte the CPA and other financial adivosrs send them say they dont have them, send the again etc. After he recieved them he didn't knwo the difference from a PC, LLP, etc.
The apprasial of our home was sketchy at best, the appraisar showed up with no card or meand of identification, my wife and children were frightened. Shane was insensitive to this.
After weeks of delays on their part they tried to raise the rate again and made all kinds of excuses. They neve send a commitment letter after two months of documents. They insisited we pay a fee for a conversion to an attorney that never answered phone calls. We paid fee for nothing. We paid a loan applciation fee for nothing. They are dishonest, misleading, arrogant, and I would never recommend them to anyone.
We had to stop the process after months due to the insisitance they werer going to raise the rate. We luckily went back to our orignal lender Wells Fargo, refienacned and had a better rate than their offer

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

Dear Ms. [redacted]
font-size: 12pt;">
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/22/2016. We appreciate you giving us the opportunity to resolve your issue.  Our Insurance team is working to make live contact with you in the hopes of better understanding your concerns and finding an acceptable 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 manager [redacted]) at your earliest convenience
The Customer Success Team

The loan process with Guaranteed Rate was okay, while it did take longer than they advertise I did have a few issues to resolve. They do lack some communication skills, while I am sure they work with more than just my loan it is nice when you get an answer to a question or you are kept informed as the process moves along. The biggest problem for me is after the closing. I like that everything is accessible online but they communicate my mail and it takes them 3 weeks to answer you, and then they really do not answer your question. And when you call you can never speak to the specific department you only get a customer service person who really never answers your question. It is very frustrating that they never return a call and you can not get a real answer of help. I am very frustrated, my mortgage payment went up based on an appraisal of my house but they say it is some paperwork they got from my county and my county says they never sent anything. Who is lying?

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

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

Initial Business Response /* (4000, 9, 2014/08/24) */
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 8/11/2014. 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 requested. This 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 us. B) 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 period. There 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 process. 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:  It is Guaranteed Rates who hires the 3rd party, not myself.   Guaranteed Rate did not contact the appraisal company or do anything to assist me with correcting the issue except ask me to do the work in contacting a real estate agent.   The effort of at least questioning the appraisal should of been made but wasn't. 
Sincerely,
Cynthia [redacted]

Initial Business Response /* (1000, 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

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, 2014/04/23) */
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 4-23-2014. 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 attempt to make live contact with you today.
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
Initial Consumer Rebuttal /* (3000, 7, 2014/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been contacted and received no resolution or prospect of such.

Hello!The purpose of this letter is to confirm that we are in
receipt of your Revdex.com (Revdex.com) complaint filed on 11/11/2015.
Thank you for giving us the opportunity to address your concerns as your
business is very important to us!We apologize for any frustrations you experienced...

during
your loan process, but want to clarify that it was not Guaranteed Rate who
preformed the appraisal on your home.  Appraisals
are conducted by a 3rd party appraisal company.   Unfortunately,
we cannot grant your request for a refund of the appraisal fee due to the
following reasons: A) Guaranteed Rate does not gain any direct financial
benefit from any appraisal fee paid by any of our customers. B) You did receive
the service you paid for which was an appraisal of the current value of your
property.  If you still feel the appraisal
was unjust, please contact the appraisal company directly.  If you have any questions regarding the
company that preformed your appraisal, we would be more than happy provide the
information for you. Guaranteed Rate will consider this specific issue
resolved.  If you have any other
questions or concerns, please feel free to contact our Customer Success team at (773) 328-6467 or [email protected]. CheersColleen [redacted]Customer Success Team

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Mr. [redacted],
I wanted to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 5-9-2015. 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 complaint. Unfortunately, we believe no additional compensation is warranted based off what we have already done in good faith to get this loan closed. We refunded the $150 application fee to compensate you for you frustration with the loan process. Also, 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 experience. 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 [redacted]

Initial Business Response /* (1000, 8, 2015/03/31) */
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 3-10-2015. 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 agreed to a partial refund of your appraisal fee in the amount of $500. A check is being sent out via UPS this week. If 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 process. 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 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 all. Since this is a lot of money to me, I used the thinking that something is better than nothing here. In reality I would have liked all of the amount $795.00 but apparently this is not to be.

Initial Business Response /* (1000, 5, 2014/11/03) */
Dear Mrs. [redacted],
We can definitely send you the credit report used to make your loan decision. Please contact [redacted]@GuaranteedRate.com and we'll coordinate the transaction.
Regards,
[redacted] B [redacted]
VP - Client Satisfaction