Guaranteed Rate, Inc.

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, 5, 2015/09/08) */
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 8-31-2015. 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 our servicing department has been in contact with you and was able to update your loan with the current flood insurance information you provided.
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,
[redacted]
VP of Customer Success

Initial Business Response /* (1000, 5, 2014/05/05) */
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 5-1-2014. 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.
A Customer Care Specialist has already spoken to you and 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
Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the written response from Guaranteed Rate is very much a stock response, they did contact me via phone as well and sent a refund check. I am still completely disappointed in how they handled the entire initial transaction, especially the main loan rep, as well as my refund requests that went straight through the company, then credit card company. They have resolved my monetary complaint at this time.

Initial Business Response /* (1000, 8, 2015/01/21) */
Dear Mrs. [redacted],
Thank you for giving us the opportunity to address your concerns. The Sales Manager [redacted] w/XXX-XXX-XXXX) who managed the application will be contacting you shortly. He will walk you through the legitimacy of the...

billing so that you better understand it.
We regret any frustration your family experienced with the 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 Business Response /* (1000, 7, 2015/05/04) */
Dear Mr. & Mrs. [redacted],
I wanted to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 4-24-2015. Thank you for giving us the opportunity to address your concerns as your business is very important...

to us.
The delays you experienced were caused by Guaranteed Rate with the main causes being a staffing issue (maternity leave, poor backup) and high volume created due to low interest rates. We regret that your experience was less than satisfactory and have sent you $250 in gift certificates to compensate you for your frustration and stress.
If you have any additional questions or concerns, please feel free to contact the Customer Care Hotline (XXX-XXX-XXXX) at your earliest convenience. Also, you have also filed a complaint with the Iowa Division of Banking to which we responded in great detail. I've gone ahead and attached the response from our Compliance Department for your records.
Respectfully,
[redacted] B [redacted]
Vice President of Client Satisfaction

With the exceptionally poor customer service we received from our loan professionals, we cannot understand how this company has remained in business. If I EVER spoke to a client of mine the way that our loan professionals spoke with us on a regular basis, I would be out of a job. I only wished I had seen the sea of negative reviews on Revdex.com before we had begun our process with GR, I would have selected another lender. There appears to be a pervasive culture of complete and total ignorance of normal "Dealing With Clients 101 Skills," such as listening and being able to explain a process fettered with complexities.

Initial Business Response /* (1000, 5, 2015/09/08) */
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 8-31-2015. 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 our servicing department has been in contact with you and was able to update your loan with the current flood insurance information you provided.
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,
[redacted]
VP of Customer Success

This company made our loan application very stress free. I was extremely apprehensive with obtaining a loan and everyone was very helpful in explaining all aspects of the loan application with me. My loan officer Thomas was excellent and I would absolutely recommend him to everyone.

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

Honestly dont know how these people stay in buisness. I've had the same problems as the other review. I even called customer care before I wrote this review. I think the rep was honest but the processors and underwriters will run you in circles. Customer care apparently does not care they have not even returned my call after a week. Its all smoking mirrors here they have the absolute worst customer support wont even return calls. WARNING. RUN There are plenty of other people to take your money without the hassel.

While Guaranteed rate local staff is very helpful during the process of obtaining a loan from them, the actual loan application is a night mare. Numerous additional requests of information to be provided, which ultimately extended the closing date of my property twice. If you want to close quick, don't use guaranteed rate.
The second, much larger problem is that they do fraudulently manage your escrow account. In my case, the summer taxes haven been overpaid to the corresponding city by more then 2000 USD. The call center advised that, although I submitted the tax bill stating the actual amount due before Guaranteed rate paid the actual taxes, the amount paid was based on a website of the city. This initially small problem started in August of this year and now in November I still have not received a refund for the over payment. They are using a third party provider handling the payments to the city, which kept the money more then one month before passing it on to the city. the same is apparently happening with the refund. I have been on the phone with the customer service numerous times during the past months, as a conclusion I have to say they do not care about your situation, do not escalate the topic nor support to solve the issue. I have not dealt with a more unprofessional customer service then the one at guaranteed rate.
So even their advertisement is promising, don not use them for your loan. They will not support nor help you after you are signed into a contract with them for any dispute or issue there might come after. Do not use them!

We appreciate the feedback and we apologize for your concern. We request your SSN in order to run free credit scores as part of the [redacted] Mortgage qualification process. We take your feedback seriously and are looking into more effective messaging that clarifies why we request this information....

We assure you that we do not distribute or use your personal information, including your SSN, in any form outside of the requested qualification process. Please let us know if you need additional information or if we have not adequately addressed your concerns.

I secured my original mortgage and refinanced with Guaranteed Rate. I had a great experience both times. My loan officer and their entire team was very communicative and responsive. I would use them again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
George [redacted]

We appreciate the feedback and we apologize for
10pt;">your concern. We request your SSN in order to run free credit scores as part of the [redacted] Mortgage qualification process. We take your feedback seriously and are looking into more effective messaging that clarifies why we request this information. We assure you that we do not distribute or use your personal information, including your SSN, in any form outside of the requested qualification process. Please let us know if you need additional information or if we have not adequately addressed your concerns.

Initial Business Response /* (1000, 8, 2015/05/21) */
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 5/7/2015. 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 it. This marketing piece was neither created nor sent to you by Guaranteed Rate. Rather, it was sent illegally by [redacted]. We have sent a cease and desist letter to [redacted] and sent a copy to the [redacted] 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 [redacted] The [redacted] put's great weight on complaints that come directly from consumers. 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 /* (2000, 10, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Anthony,
The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint. 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. 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. A Customer Success Analyst has already spoken to you and 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 (773-328-6467) at your earliest convenience.
Thank you, Customer Success Team

Initial Business Response /* (1000, 5, 2015/08/14) */
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 7/31/2015. 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 within 1 business day.
Guaranteed Rate prides itself on client satisfaction and we sincerely regret that your loan experience has been less than satisfactory. If you have any additional questions or concerns, please feel free to contact our Customer Care Team at either (XXX) XXX-XXXX or [redacted]@GuaranteedRate.com.
Sincerely,
[redacted]
Customer Success Manager

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, 5, 2014/09/10) */
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 9/3/2014 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 $268 via [redacted] overnight. 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