Guaranteed Rate

They just process your load applicationSoon after loan is closed, they will transfer your loanYou will be stuck with whoever they choose to transfer your loanI hate the company that processes my loan nowThey charge me extra $every month to pay online and schedule automatic payments

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

Initial Business Response / [redacted] (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-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 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 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 (XXX-XXX-XXXX) at your earliest convenience Respectfully, [redacted] B [redacted] Vice President of Client Satisfaction Final Consumer Response / [redacted] (2000, 7, 2014/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Guaranteed Rate refunded the money I asked for

We have just been taken for almost $1,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 $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 / [redacted] (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-Thank you for giving us the opportunity to address your concerns Our Customer Care team has investigated your complaintAccording to our Servicing Department's records, as of 5/4/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 youOur 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

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 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?

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

Dear Ms [redacted] The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 2/22/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 resolutionWe will remain in direct contact until the issue is closedIf you have any additional questions or concerns, please feel free to contact manager [redacted] ( [redacted] ) at your earliest convenience The Customer Success Team

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 communicationHighly Recommended

Initial Business Response / [redacted] (1000, 16, 2014/08/04) */ Dear Mr***, The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 7-28-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 made several attempts to make live contact with you and have been unsuccessful, so we have gone ahead and escalated to our Compliance DepartmentIf 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

GR selected and contracted an Appraiser for refinancing my homeSaid "appraiser" did not obtain accurate tax records from the county, as requiredInstead he reported inaccurate information negelecting nearly half an acre of propertySince the entire property IS half an acre, this lead to a gross misrepresentationIn addition to comparables being completely off, due to his inaccuracies, the entire appraisal is worthlessGR then denied the loan, but funny enough was able to offer me a secind mortgage at a much higher interest rateScary bad customer service and deceptive business practicesStear clear

Guaranteed rate made promises all the way through the process that we were good to goMy husband and I have a very complicated portfolio with owning a business and multiple propertiescommunication was set from the get go that we were split between states and to gather all information early on as we were planning a very large move and paperwork would be splitweeks before closing when I asked if there was anything further needed I was told no, they had everythingThen the paperwork never showed up for closeand we started questioning days prior to close where's the commitmentGuaranteed then started requesting information in large amountsWanting things verified that should have been on the radar for weeksThe night before closing was supposed to happen we were told it wasn't happeningThey could see no way around itAfter badgering the agent about what was wrong and being told that they found a $65,credit card debt that we didn't disclose they couldn't loan us the moneyWe do not have a $65,credit card debtTurns out our agent/broker didn't know the difference between credit card debt and a $65,bank line of credit for our business, which was not to be part of the paperwork at allFor more days we jumped through many hoops, our closing was delayed and we had to threaten them that if they didn't get it together to close they would lose our business and be facing a judgeWe were pressured to delay closing by a week "because that's the thing is to delay closing"We gave them day or we walkThey finally pulled through after a lot more stress and deliberation with the sellers to work with usThey made us look bad, they aggravated an already tense long distance move and they will NEVER get our business again! a few weeks later, we received notification that they had already sold our mortgage to another bankGood riddens! I found out later by my realtor that after she had done some digging, our agent only had years experience, which was evident in the way he handled business

Initial Business Response / [redacted] (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/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 lowWe want to assure you that we did try everything possible to resolve the issue with the appraisalWe 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 customersWhat 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 resolvedAgain, we apologize for any frustrations you experienced and we hope that you would consider working with us again in the futureShould 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

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

Initial Business Response / [redacted] (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/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 sincerely regret that your loan experience has been less than satisfactoryIf 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 / [redacted] (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-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 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 abilityIt is unfortunate that the taxes were higher than expected but this issue could not have been foreseenThis 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

Initial Business Response / [redacted] (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/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, [redacted] B [redacted] Vice President of Client Satisfaction

I wanted to let Guaranteed Rate mortgage Know how pleased I am with the service of [redacted] and [redacted] ( [redacted] ) in the handling of my mortgage refinanceTheir knowledge, professionalism and patience were unparalleledSpecial thanks to [redacted] for being there day and night, keeping me informed every step of the way & answering all my questionsI am forever grateful for the hard work put in by these two in getting my loan approvedOnce again thanks for the hard work and I look forward to doing business with Guaranteed Rate in the future should the need ariseJob well done!!! Sincerely, [redacted]

I went with GR for my first home purchaseSo glad I didGot the pre-approval done very quickly thanks to their online application system and my excellent credit scoreGot the pre-approval letter promptly with clear explanationThen focussed on the actual home search and did not fup much on loanWhen 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 companyThought I need to look for another lender at the last minuteLuckily I had another friend who worked with Mark [redacted] team with GR beforeSo called them up and asked to transfer my fileIt took few days for them to get the fileBut communication was spot on and whenever I called with any questions or updates was promptly answeredMark went through the various options patiently and explained everythingThere was no shadyness at any pointI was guaranteed a rate and it was sanctioned in the endThats what I like as a customer as many of us doMark's team is phenominal to work withGetting a loan was almost like applying for a credit cardHaving said that it was not without its challengesHad to upload documents like W-2's from [redacted] websites twiceThey had issues reaching my former employer (which is totally not their fault) and that caused some confusionMark sorted it out with the underwriters and the load was sanctioned days before the closing daySince this was my only experience I cant really compare the service of othersBut I can guaratee that if you do your part they will take care of this tedious processBe little proactive in fup as sometimes they can get busy other files/customers and also upload all documents in their portal in a timely fashionLeave the rest to this awesome teamThanks guys for helping me realize my dream!

Initial Business Response / [redacted] (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-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 ratesWe regret that your experience was less than satisfactory and have sent you $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 convenienceAlso, you have also filed a complaint with the Iowa Division of Banking to which we responded in great detailI've gone ahead and attached the response from our Compliance Department for your records Respectfully, [redacted] B [redacted] Vice President of Client Satisfaction