Guild Mortgage Company

Horrible communication, Never met any deadlines, always made promises that things would get done and they never didThey act like your loan is the very first one they have ever done and are just stumbling though itThey don't contact your realtor to let them know whats going onThere is always a new piece of information they need that they have failed to tell you that you needNever again would I recommend them and an A+ rating they bought that rating cause there is no way they have achieved this honestlyStay away from them at all cost

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowYour response outlines that you have chosen to simply act upon the information your loan officer and their assistants gave youThis is unfortunate, as other customers will experience the same results my family has received due to no action being takenEvery conversation had with any member of your company's staff always ended in a summary of instructionI always acknowledged exactly the tasks we needed to accomplishIn regard to my credit score, I repeatedly confirmed that I had no action I needed to take on my part to prepare for the down payment assistance program or closingOne loan officer's assistant, [redacted] , repeatedly stated that I just needed to keep paying for things in the manner I was, and she could get the numbers "to work" on her sideI always offered to apply a large payment toward any part of my listed debts under Guild's guidance, in which the response was always "Do not do that, the numbers will be okay, and you may need that money toward another expense in closing." More importantly, I was never told that our last attempt closing date was impossibleI repeatedly asked if there was anything impeding upon closing, and that I needed to schedule movers, pack our belongings, schedule address changes, and deal with insurancesNever was I told that closing will not happenNever was I told I was not meeting my obligationsTwo weeks before closing, I scheduled address changes and movers, bill changes, new service providers and utilitiesFive days before closing is not sufficient notice to tell someone that "we found a problem" that they discovered several weeks before without telling meCancelling an appraisal without consulting the cost or action with me is uncouthNot to mention, every closing date we had was pushed back or cancelled with a few days noticeEvery time this happened, my family had less time to deal with the change and prepareAs well, the costs that Guild Mortgage chose to absorb during the loan process are not my responsibility, and should not be held against me when requesting resolve of these issuesAs I have repeatedly stated, I was ill-informed, treated poorly, and lost money and asset due to the poor decisions and misinformation from your loan officer and their teamI never claimed that because I chose to do something to lessen a burden for Guild Mortgage, that suddenly I should take that into account and act differently because of itEvery closing date extension was an additional financial burden on my family, so there is financial loss for Guild Mortgage and my familyHowever, I do believe that Guild Mortgage is the tortfeasor responsible for the $in question for compensation to rectify the disastrous outcome that Guild Mortgage strongly contributed towardPlease take this into regard and re-evaluate your positionThank You, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I have text messages from [redacted] telling me to go ahead and put in my notice to my landlord since obviously the word of my fiance and I are not good enough for you (yes I kept all of them)We also did not tell her that we could not cover closing costsWe just wanted it lowered because she had told us that it would be $We had the money, but did not feel that we should have to cover it all as this was yet another mistake on her part in telling us we had a lender credit that would cover it all and then a week before closing telling us that we had to pay $3,She then decided the best way to handle it would be to increase the purchase priceHad we known that it would have caused additional problems we would have paid it out of pocket and even told her that and she said "I wish I would have know that", suggesting that would have gotten us approvedNow she is making up even more stuff such as he did not provide proof of full-time employment which he didHe has been employed full-time at his new place of employment since last September and we showed all of the paystubs to prove itAdditionally, I have the email that was sent to the sellers listing agent at the SAME TIME that it was sent to me and my real estate agent on 2/24/stating that I was denied and the reasons why I was deniedThere had been no contact before this on the matter of the denialWe did not meet until after the email had been sent out after I got off work that dayThis was the first we had heard of it as both my fiance and I were at work and we had not given permission to release the informationIt was a mass email sent to us stating that we were denied earlier in the day while we were at work and attached was the [redacted] document that listed the reasons why we were denied and it was sent not only to us but my agent, the sellers listing agent and even other people in Guild Mortgage were copied on it (including [redacted] the Branch Manager)This was how we found out we were denied and my fiance text me to let me know and I called [redacted] to find out what was going on because our real estate agent had talked to [redacted] and she had told her that she had just spoke with underwriting and we were approved and she would be sending the approval letter over in minutesThen our agent found out from the sellers listing agent that we were deniedHe had been on the phone with [redacted] and had found out before we hadI have the emails to prove it since your company wants to call me a liar and [redacted] wants to lie about it to cover herself (if you would have reviewed the documents attached to the complaint you would have seen this)I HAVE THE EMAIL THAT WAS SENT FROM [redacted] TO ( [redacted] ( [redacted] ); [redacted] ( [redacted] ); [redacted] ( [redacted] ); [redacted] ( [redacted] ); [redacted] ( [redacted] ); [redacted] ( [redacted] ) ) THAT INFORMED US THAT WE WERE DENIED AND ATTACHED WAS THE DENIAL LETTER WITH REASONS OF DENIAL LISTED!!! I HAVE ATTACHED IT AGAIN SINCE YOU INSIST ON CALLING ME A LIARWe kept everything!!! IT IS BLACK AND WHITE, IN YOUR FACE, IRREFUTABLE EVIDENCE THAT [redacted] IS A LIAR!!! We will print out all the text messages also and give them to you showing where she told us for the SECOND time (after telling us in her office) to go ahead and put in our noticeWe asked again before we did it to make sure because my fiance told her we had children and did not want to be homeless if something went wrong and she assured us we were approved and all was goodI have never been treated so horrific beforeNot only was my information given away without my consent, but now you want to lie and try to cover it up and call us a liar when I have actual documentation to prove otherwiseThis is absolutely unbelievableIt is just one big cover up on all of your companies part now and we are not letting this goWe have documentation (emails and text messages) to prove our story and that [redacted] is a liar so be prepared because we are going to get a lawyer nowWe gave you the opportunity to fix this Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[While words are good, I requested a refund of $because the delay and the slow processing of the loan request caused me additional hotel costsThis whole process is more about how long it took to get denial than just VA appraisal.] Regards, [redacted]

On Monday, July 18, my title company and I submitted a payoff request for my closing date of Wednesday, July 20, Guild Mortgage informed us that it takes hours to complete the payoff, which we acceptedIt is now Saturday, July 23, and still no payoffEvery time I call Guild Mortgage they keep giving me the runaround, telling me that they already completed the payoff and sent it to the title companyThe title company is telling me that Guild Mortgage told them on Friday, July 22, that they were still working on the payoff...however, the new owner has already moved into the home on the closing date, July 20, and apparently Guild Mortgage has already been paidI am bewildered on what to do with Guild Mortgage; their communication is terrible and they are dragging their feet on my payoffI now may have to seek council and file a report against them; beware of this company and their unprofessional attitude when there is payoff involved!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Closing Loans and Opening Doors Since April 9, Via Federal Express [redacted] & [redacted] Vancouver, WA Re: Guild Mortgage Company Application # [redacted] Dear Mrand Mrs***: Guild Mortgage Company (“Guild”) has been made aware of the concerns that you have communicated to the Revdex.com and the Consumer Protection Division of the Office of the Attorney General of the State of Washington in connection with the above referenced loan application We appreciate the opportunity to review and to respond to your concerns Following the review of your request, Guild agrees that more complete documentation concerning your prior short-sale should have been obtained earlier in the process Had this information been obtained at the outset it would have been immediately apparent that the FHA requirements for short-sale seasoning had not been met, and we would not have proceeded with obtaining an appraisal and property inspection Enclosed herewith please find a check in the amount of $ This represents the $appraisal fee and the $inspection fee paid by you during the course of the processing of the transaction If you should have any questions, please don’t hesitate to contact me at ###-###-####, or by email to [redacted] Sincerely, GUILD MORTGAGE COMPANY [redacted] SVP, Production Operations cc: [redacted] , [redacted] Revdex.com, Western Washington [redacted] [redacted] [redacted] , [redacted]

We were brought into Guild and met with the sales manager Luke to purchase our first homeHe seemed nice at firstAfter the initial consult we were handed off to his assistant teamThings just fell apartThey clearly have NO documented business processes or documentation checklistsIt was constant excessive back and fourthsThen when it came time to sign the loan package it was different then what we agreed toWhen we brought it up they pulled a bait and switch and said that they needed more time, more money, new terms and an entirely new loan! Worst communication ever, unethical lending practices and made our first experience a horrible oneI would never trust or do business with them again!

Dear [redacted] and [redacted] : This letter is in response to your e-mail received by our office on July 18, that was submitted through the Revdex.comThank you for the opportunity to review and address your concernsIn your correspondence you stated that your Guild Mortgage loan officer failed to advise you of the cap amount for FHA loans and to complete the HUD approved housing counseling required by the program, You also expressed concern that your loan was confused with another loan file, and you were sent another customer's loan estimateYou stated you lost the home you intended to purchase due to delaysOn 09/11/2015, you were prequalified for a loan amount of $250,Subsequently, you emailed the loan officer on 10/25/and informed her that due to various options the purchase price was now $295,The loan officer responded and apologized for the late response acknowledging your email and informed you that the FHA loan limit was $271,which would result in you contributing additional funds to complete the transaction (see attached email)Following the review of both of your hardship explanation letters, it was determined during the period of 2011-2015, your income and credit failed to meet the guidelines of the aforementioned programSpecifically, during the years mentioned it was determined you never experienced a loss of employmentAlthough you stated you had a decline in your income during such time, you did not exhibit a loss of Household Income of twenty (20) percent or more for a period of at least six (6) months during that year period, as required by the programThe loan officer stated, prior to advising you to enroll in the HUD approved housing counseling, she wanted to ensure the program was a fit for you; therefore, she requested through emails and phone messages for you to provide the necessary documentation to establish eligibility (letter of hardship, tax returns and W2s) prior to suggesting you enroll in the HUD approve counseling program (see attached emails)On 04/04/2016, to ensure no further delays in your approval process, the branch sales manager intervened and responded to your emailHe requested that you provide your 2011, 2012, and federal tax returns to validate the drop in income you referred to in your hardship letterYou were also advised by him that although you were submitting the documentation, there was a possibility your loan could still be declined (see attached emails), During this time, the branch sales manager received two email documents in the time span of a few minutes apart and inadvertently made the mistake of forwarding you the wrong documentHowever, he realized the mistake and immediately sent the correct document to youWe thank you for bringing this to our attentionOn 04/11/2016, the loan was reviewed by two underwriting managers and after reviewing the income and asset documentation, it was determined that there was excessive obligations in relation to income, insufficient funds to close the loan, and the recent short sale failed to meet the FHA Back to Work guidelines; as a result, the loan was deniedGuild Mortgage takes your concerns seriously and apologizes for your experience falling below your expectationsWe consider customer service to be a high priority at all times and we work hard to set and maintain rigorous standards to this endIf you have any additional questions or concerns, please feel free to contact me directly at [redacted] Sincerely, [redacted] SrCompliance Resolution Specialist Guild Mortgage Cc: Revdex.com

Re: Complaint Submitted via e-mail Loan Number# [redacted] Revdex.com (Revdex.com): Case ID # [redacted] Dear Ms [redacted] :This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on October 20, 2016, which was submitted through the Revdex.com (Revdex.com)Thank you for the opportunity to review and address your concerns.Upon review of your correspondence to Guild, it was confirmed the co-borrower did not qualify for the loan independently, due to the existing conventional loan she has on her primary residenceGuild was unable to qualify the co-borrower for a Federal Housing Administration (FHA) loan because FHA guidelines will not allow for financing of a 2nd homeFHA guidelines relating to single-family loan programs are designed for owner-occupied loansAdditionally, the co-borrower’s credit score was below the lender’s minimum requirement for the loan The credit was pulled an additional time as a result of the adverse items you were disputingThe loan processor requested to have the disputed items removedOnce the adverse items were removed, it became necessary to pull the credit againUnfortunately, a new item surfaced which was not on the original credit reportConsequently, the FICO scores decreased due to the new adverse account and you no longer qualified for the loan.The loan representative considered various loan products, and determined there were no other loan programs available that were conducive to the co-borrower’s distinct circumstancesGuild regrets we were unable to assist you and we empathize with your situationHowever, in the future, should your circumstances change, we would be more than willing to consider your loan application at that time.With respect to the email you received on 10/13/2016, the email contained a copy of the appraisal report in connection with the aforementioned loan transactionThe mortgage lender is required to provide you with a copy of the appraisal report and/or other written valuations that provide an estimate of the value of the propertyThere were no other emails sent.Again, thank you for bringing this matter to our attention, and please know, we take your concerns seriouslySincerely, [redacted] SrCompliance Resolution SpecialistGuild MortgageCc: Revdex.com

This has been the worst experience of my lifeThey are extremely incompetent and inexperienced They don't meet deadlines and have zero customer service The Branch manager is the leader of a sinking ship and this company is going down without a life boat I will never refer this company to anyone, anywhere for any reason My advice to thw owners of Guild Mortgage [redacted] is losing this company plenty of money, get rid of him and start and find new leadership

This letter is in response to the complaint we received from the Revdex.comregarding the returned item fees on your account and the difficulties you had with recentACH transactionsYour letter has been forwarded to me for response.On Tuesday, February 17th, I called your
residence to discuss the issues being cited toensure I had a complete understanding and could resolve to your satisfaction.Unfortunately, you were not available at the timeYour wife answered the telephoneand was able to explain in more detail the issues that had transpiredI could not releasepersonal information to her as she is not authorized to speak on the account but she wasable to relay your frustrations with the recent ACH activity and NSF feesIf you wouldlike her to be able to speak on the account, please e-mail me with this request at*** and I will update your account accordingly.Based on the conversation with your wife, she indicated that there were times when theACH transaction came back as non-sufficient fundsThe amount of time it was taking torequest the money from your bank was causing a problem with other checks that werewrittenPlease note that the ACH process will request the money on the date that youindicated when you set up the ACH process; however, the request is sent via our bank.We cannot control the length of time it takes the banking systems to speak to oneanother and actually pull the funds from your account.Due to the issues that you were having with the ACH process and your request todiscontinue the ACH on your account, we have cancelled/suspended the ACH activity asof 2/17/Your monthly mortgage payments wi ll need to be remitted via a differentmethod.In looking at your account there were $in NSF fees showing as due and payable.We have waived those fees per your requestYou had previously paid $in NSFfeesThe fees previously paid were reversed and applied to your principal balance asinstructed and this same amount waivedAs of today, there are no NSF fees showingdue and payable on your accountYour account is no longer set up for monthlyautomatic ACH payments and your next payment is not due until 3/1/15.Your recommendation for the no fee one time bill payment on the web is something thatGuild is looking into; however, it would not change the timing of when the money isactually pulled from your account as this is very similar to the ACH process.Online bill payment may be a better option for payment remittance if your bankinginstitution offers the serviceThe money comes out of your account right away and thenis either electronically sent to Guild or physically sent to GuildYou may want to explorewhether this is a more feasible way of remitting the monthly payments.If you have any further questions or concerns, please feel free to contact me at ***Sincerely, Early Default Manager, VPGUILD MORTGAGE COMPANY

**Warning do not use Guild Mortgage**
Guild is wonderful if you are a clientThey are helpful, great customer service...until you try to leave them! I recently refinanced my home with my own credit union and Guild has given me nothing but problems!!! It started when I needed to get a loan pay off statement for my new lenderIt took weeks to get it, and requested multiple timesIt's supposed to take no longer than hoursThey would confirm it was sent, however, the bank confirmed that they did not receive anythingIt was a hassle to get this one document to my new mortgage companyIt was the only document missing and my closing date was actually pushed back days just for the delay of this one documentThen I tried to remove my automated payment a few days before the due date because my new lender would be paying off the loan in fullThey told me the money would be drafted anyway because it takes daysIt does not state that on the website?? I would not recommend Guild based on their customer service!

Dear Ms***:This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on September 28, 2016, which was submitted through the Revdex.com (Revdex.com)Thank you for the opportunity to review and address your concerns.Your
correspondence relates to your dissatisfaction with the service you receivedAdditionally, you requested reimbursement for various fees in connection with your loan transaction. Guild understands that the process of purchasing a home can be stressful at times; thus, we empathize with your situationWe regret that your experience did not meet our standards You were prequalified for an FHA Year Fixed loan on 08/02/2016; this was not a preapprovalThe pre-qualification letter was based on the information we had at that time. The letter you received was subject to a review of the complete credit package, appraisal, and underwriting approvalA pre-qualification is not an indication of a loan approvalYou submitted your loan application on 08/23/ On 08/31/2016, you received a telephone call from the Loan Officer Assistant, advising you she still needed the Award letter for your SSI income that you listed on your loan application You informed her that the income you listed was in fact your husband’s income.The mortgage consultant and his assistant explained to you that your husband’s income could not be considered in the qualifying income ratios since he was not listed on the loan applicationOnce your husband’s income was excluded, the debt-to-income ratio (DTI) was now above 50%, which exceeded FHA DTI ratio limits
Additionally, there were two accounts you were disputing on your credit reportThe loan processor began the process to have the disputed items removed, which took several weeks to accomplishOnce the two items were removed from your credit report, your credit was re-run and your Fico scores decreased substantially, as a result of a new adverse item discovered on the reportUnfortunately, due to the decrease in your FICO scores, you no longer qualified for the loan and the application was declinedAt no point did the mortgage consultant advise you that Guild would pay for your appraisal nor provide you with a Credit Approval Protection Plan letter.The appraisal service was performed by the appraiser and a copy of the appraisal was emailed to you; thus, you are not entitled to a refund for the appraisal feeThere was no Termite Inspection fee paid to Guild MortgageThe appraisal fee and Termite Inspection fee are “third party” fees and are not refundable in a purchase transaction in the event the loan does not closeYour Earnest Money Deposit is a part of the purchase contract and was paid directly to the Escrow Agent as indicated on the first page of the purchase contractThank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have additional information you would like us to review, please feel free to contact us via email at (***) or in writing Sincerely,*** ***Compliance ManagerGuild MortgageCc: Revdex.com

Guild Mortgage in Spring, Texas, is the most unprofessional company ever! They were the preferred lender for my builder Halfway thought the build my builder (Grandview Builders) was bought out by a larger company (Century Builders) Eight weeks before closing I received an email from my broker at Guild, Derek T., and he said that they did not like doing business with the new company and for that reason they were no longer going to fund my loan I had to scramble to find another broker who could get my loan done in time to hit my closing date Not only was this super unprofessional, it was also illegal for Guild to back out of the deal Fortunately, I found another company, Supreme Lending (*** ***), and they were able to get my loan funded on time and for a better rate DO NOT do business with Guild! They are lucky I didn't sue them You've been warned, RUN don't walk away from this company!

June 2,
Mr*** ***
*** * *** .***
Sequim, WA
Re: Guild Mortgage Company, Response to Complaint
Loan # ***
Dear Mr***:
Guild Mortgage Company is in receipt of the complaint that you filed with the Consumer
Financial Protection Bureau and a separate
email submitted to Ms*** *** of the
Washington State Housing Finance CommissionBoth the complaint and the email expressed
the same concerns relating to your recent *** closing with Guild
In response to your concerns, Ms*** ***, who was your *** officer, sent you the
attached email and promised to provide you with a partial refund of fees as a gesture of good
faith
We hope that Ms***'s response addresses your concernsIf it does not, or if you have
more questions or concerns, you may write us at the following address:
Guild Mortgage Company
Attn: QA Dept - Borrower Escalations
*** *** *** *** ***
San Diego, CA
Sincerely,
*** ***

My husband and I just left a mortgage lender that we had an awful experience with. Guild Mortgage on the other hand has been a breath of fresh air. After receiving the scary Property Tax bill, that we had been paying into our escrow account for, but our previous lender neglected to pay, Guild took the responsibility to get it taken care of in a timely manner.

Yvette Hallbick specifically not only took the time to research our issue, but she did it all with incredibly timely response. After having such a negative experience with previous lender, we are feeling confident about this switch and are so grateful that this company enables their staff to make quick decisions to help their customers in a timely manner.

Re:         Complaint Submitted via e-mail Loan Number# [redacted]       ...

                         Revdex.com: case # [redacted]                  Dear Ms. [redacted]:   This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 16, 2016 which was submitted through the Revdex.com. Thank you for the opportunity to review and address your concerns.   Your correspondence relates to your dissatisfaction with the monetary assistance you received from Guild on behalf of your moving cost subsequent to your loan closing.   Guild understands the moving process can be stressful; thus, we empathize with your situation. Based on our investigation, Guild recognizes there may have been miscommunication on the part of our branch. We apologize for any inconvenience this may have caused. We have addressed this matter with the branch and taken the necessary actions to ensure this type of miscommunication does not occur in the future. For your inconvenience and to express our apology the branch is in the process of refunding the $400.00 you paid towards the moving cost.  The branch will be mailing you a check within the next two weeks.   Thank you for bringing this matter to our attention, and please know, we take your concerns seriously.   Sincerely,   [redacted] Vice President, Compliance & Legal Affairs Guild Mortgage

This has been the worst experience of my life. They are extremely incompetent and inexperienced. They don't meet deadlines and have zero customer service. The Branch manager is the leader of a sinking ship and this company is going down without a life boat. I will never refer this company to anyone, anywhere for any reason. My advice to thw owners of Guild Mortgage. [redacted] is losing this company plenty of money, get rid of him and start and find new leadership.

A word to the wise BEWARE of this company! I read the reviews and still ignored the reviews and worked with this company. Worst decision I could have made. I had a loan for a property and the seller did not like the lender because the appraisal firm was going to give him a lower value then he wanted. So, he asked me to switch to Guild mortgage because they said they could have it done in 3-4 weeks. I have 70,000 debt and I make 32.00 an hour. 50,000 of the debt is college loans. Guild originally said I had to have a debt-to-income ratio of 59% then the changed it to %56 then the changed it to %50. Finally they told me there would be a $3200 surcharge for having a low credit score and they wanted me to pay off all debt except college loans(20,000). I don't think Micheal realizes that if I were debt free I would not had done business with a company that was rated so low. Please take my advice and skip this company and use a company that is trustworthy. Just a note, they will tell you that everything looks great and that they work on honesty but a couple weeks into working with them there true colors will show. If you do go to them don't say I didn't warn you!