Guaranteed Rate

Initial Business Response / [redacted] (1000, 8, 2015/04/06) */ Dear Mr***, The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 3-19-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 credited you the first month's payment of $4,(the amount in dispute) because your first month's mortgage payment which was setup for the incorrect date (it was setup for 4/1/vs5/1/which was 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 / [redacted] (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/Thank you for giving us the opportunity to address your concernsWe regret that you were loan was denied and that your experience was less than satisfactoryBy now you should have received your Denial Letter detailing the reason we could not move forward with your applicationIf 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 moneyOur investigation determined that we followed the proper lender guidelines and government regulations with your fileWe 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 youIf 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

Terrible experience with Guaranteed RateMissed securing our loan for agreed closing dateThey had months to do their job and they failedAlso failed to call us and tell us thatHad to find out from real estate agentFailed to lock in a rate times and had to argue thatIt took contracts for the terms to be correctThankfully I noticed all of their continiuous errorsDo they scam or are they incompetent? I really hope they are scammers because at least it shows some sort of aptitude instead of the bumbling incompetence I witnessedI had to trust the biggest purchase of my life with these guys and wouldn't trust them to order a hamburgerGo to [redacted] or [redacted] loansI had more confidence talking to one of their random phone people than Guaranteed Rate's senior loan officer

Initial Business Response / [redacted] (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/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 usAt 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 possibleI apologize for any problems or miscommunication you faced while working with usPlease 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 resolvedIf 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

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 encounteredThey played bait and switch with all aspectsFrist 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 rateThis was a point in two daysThey then require mutlitple documents and afte the CPA and other financial adivosrs send them say they dont have them, send the again etcAfter 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 frightenedShane was insensitive to this After weeks of delays on their part they tried to raise the rate again and made all kinds of excusesThey neve send a commitment letter after two months of documentsThey insisited we pay a fee for a conversion to an attorney that never answered phone callsWe paid fee for nothingWe paid a loan applciation fee for nothingThey 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 rateWe luckily went back to our orignal lender Wells Fargo, refienacned and had a better rate than their offer

Initial Business Response / [redacted] (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-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 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 satisfactoryIf 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 / [redacted] (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

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 inflexibleI 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

Dear Anthony, The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaintThank 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 satisfactoryUnfortunately, 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 customersB) You did receive the service you paid for which was an appraisal of the current value of your propertyA Customer Success Analyst has already spoken to you and 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 (773-328-6467) at your earliest convenience Thank you, Customer Success Team

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 BBB 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 / [redacted] (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/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 itThis marketing piece was neither created nor sent to you by Guaranteed RateRather, 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 consumersIf 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 / [redacted] (2000, 10, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response / [redacted] (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 4/15/Thank you for giving us the opportunity to address your concerns as your business is very important to usThe Customer Care team has already made live contact with you in the hopes of better understanding your concerns and finding an acceptable resolution Your request for a full reimbursement of your appraisal fee is something we believe is not appropriate for this situationOur position is that this should not be reimbursed because 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)Since your complaint does not comment on the quality of the appraisal, it implies that you were satisfied with the quality of the appraiser's workYou did receive the service you paid for which was an appraisal of the current value of your property If you did not receive that letter or have question about it, 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 / [redacted] (3000, 10, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The charge against my card was required as part of the refinance processDue to the fact that Guranteed Rate is responsible for insuring timely completion of that process, and failed to manage the process causing the expiration of my locked rate, and canceling my loan without any consultation which renders the appraisal uselessThe mismanagement of your team effectively cost me $500, and unlike your name implies, my rate was not guaranteed Final Business Response / [redacted] (1000, 16, 2015/06/01) */ Dear Mr [redacted] , I went ahead and looked further into your complaint, escalating it to the senior manager within that regionAfter looking deeper into the issue, it's clear that delays were created by both Guaranteed Rate and yourself; but you felt the bulk of the pain because the loan did not close successfully As an act of good faith and to compensate you for your frustration with the loan process, we've gone ahead and sent you $in same as cash [redacted] gift cardsIt was sent overnight via [redacted] on 5/22/If you did not receive this package or have question about it, 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 / [redacted] (1000, 5, 2014/10/10) */ Dear Mr***, The purpose of this letter is to confirm that we are in receipt of your Revdex.com (Revdex.com) complaint filed on 10/1/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 issueHe'd like to talk to you directly about your complaintHe's stated that he's reached out to you several times, but you refuse to take his callsWe believe that there's simply been a miscommunication between our team and you; we'd like to walk you through itWe respectfully request that you give [redacted] minutes of your time to resolve this issue We apologize for the dissatisfaction you felt during your last loan experiencePlease 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

Initial Business Response / [redacted] (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 6-23-Thank you for giving us the opportunity to address your concerns as your business is very important to us We apologize for the changing closing date and will be refunding the $requestedUnfortunately, we will NOT be refunding the appraisal fee because A) we only collect the appraisal fees for the appraisal company (i.ereceived no revenue from this transaction) and B) you received the appraisal service (i.egot the service requested) Also, all other requests for compensation will NOT be honored as your loan was processed in accordance with the committed pricing and timingThe "misinformation" cited in your complaint stemmed from a lack of a complete disclosure during the application process (i.einvolved a short sale)The property was a short sale, thus it required a higher down payment per underwriting guidelinesHad the short sale information been included in the application process, you would not have had a change in down payment requirements We hope that this puts this matter to restIf 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 / [redacted] (3000, 10, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate you correcting the error with the closing date and additional chargesI received your check for $However, I think you misread the statement about the appraisalI am not questioning the charge for the appraisalI agree that I should pay that feeI was just stating that I think you charged me twice for the appraisalonce on my credit card and again on the HUD statement The idea that the company wasn't aware of my short sale until May (when they informed me of the problem with the PM insurance) is not based in any factFirst, I told [redacted] about the short sale when I first talked with himI did that with every company I contactedAfter talking with another mortgage company, they told me they couldn't give me PM insurance because of the short saleThat is the reason I called [redacted] on April asking him if I would have any problems getting PM insuranceHe told me PM insurance was not a problem on April Based on this information, I placed an offer on the houseI would not have immediately placed an offer on this house if I were told that I needed 10% down to get PM insuranceI would have seen if I could raise the additional 5% or looked for another houseI had no plans to take out money from my retirement account because of the taxes and feesLet me be clearI was very open about my credit with every mortgage company because I wanted to avoid any surprises (like the one that happened with Guaranteed Rate) Second, by providing me an initial approval, I know that the company pulled my credit reports because [redacted] referenced them in my discussions with himHe outlined my debt and credit scoresThese credit reports clearly show that the sale of my previous house was a short sale or something equivalent because they reflect a "charge off " or settlement for the amount owedAny reasonable loan officer knows this, as every other company I contacted saw this on my credit report and referenced my short saleAt the very least, your company was negligent in reviewing my credit report before offering me an approval letter that stated that I was approved with only a 5% down payment Finally, Guaranteed Rate gave me a conditional approval on May that asked for a description about the sale of my previous propertyIt didn't mention anything about problems with PM insurance, and [redacted] didn't say anything about problems with PM insuranceI asked [redacted] if there was a problem with the loan because of this condition, and he said that they just needed a description of my previous sale for my fileI promptly provided that letter on the very next dayIf I was told that there was a problem with PM insurance when I received the conditional approval letter, I still would have had time to back out of the sale (we got the mortgage contingency extended three days because Guaranteed Rate didn't meet the initial mortgage contingency date that they promised to me) Overall, there were three times that Guaranteed Rate should have told me about the PM insurance issuewhen I told [redacted] about the short sale, when he (or others) first reviewed my credit report, and when I received my conditional approval on May Unfortunately, I was not told about the PM insurance problem UNTIL May 30, beyond any time where I could have done something that wouldn't have caused me any financial injuriesBecause of Guaranteed Rate's actions, I have to pay over $14,in taxes and penalties that would have been avoided if the company acted properly I also take issue with the statement in Guaranteed Rate's response that they provided me with the committed "pricing and timing." Guaranteed Rate did not provide me with the product that they offered and I accepteda loan with a 5% down paymentwhich was material to the whole transactionIn fact, the entire process was full of unfulfilled promises and terrible serviceHere is just a partial list of additional problems besides those already detailed in my complaint and this response: My closing was scheduled at pm, and the paperwork was not at the title company until pm Guaranteed Rate called my employer around pm on the DAY OF THE CLOSING (hours after the closing was to begin) to verify my employmentCoworkers tell me that they received a call from Guaranteed Rate that day even though I never listed them as contactsI only listed a person from our human resources departmentThis alone violated the confidentiality one would expect from a mortgage company Nobody was able to give me an accurate amount for how much money I needed to bring to the closing [redacted] thought I should bring about $30,000, but this was far beyond the $18,I actually neededThe title company could not tell me because nothing was sent from Guaranteed Rate until almost hour after the time the closing was suppose to start I began my application days before the closing, but I did not have a clear to close until the day before the closing (less than hours before I closed)You claim that you can close a loan in days, but you had days to close my loanIf you had done all of the work within days, we wouldn't have had any of these problems Your customer service department was extremely rude when I tried to determine when I was going to have the clear to closeI talked with them on June Allison Murphy called me and told me that they will have it closed within a day or twoShe told me to call her if there were any problemsAfter I contacted customer service, [redacted] called me and told me that they would have my loan clear to close by the morning of June I called [redacted] on June and to complain that they I still didn't have the clear to closeHer rude response was: "What do you want me to do about it?" Overall, this entire process was the worst customer service I have had from any company in my entire lifeWhat was supposed to be a happy time was unnecessarily stressful and difficult because of Guaranteed Rate's poor customer serviceGuaranteed Rate is solely responsible for the financial loss I suffered from this transaction and should reimburse me for those costs that I would not have had if they had acted properlyFurther, they do not deserve the loan-processing fee because of the terrible service they provided I would be happy to send the company all of the email communication I had with Guaranteed Rate that support my claims Final Business Response / [redacted] (4000, 17, 2014/08/29) */ Dear Revdex.com, As requested, I'm providing evidence that the borrower did NOT get double charged for their appraisalI've attached a copy of the HUD which documents all of the financial transactions involved with the loanThis is a required legal document regulated by the CFPBIf you look at line #on page 2, it clearly states that $was paid to "FOR WHATS ITS WORTH REAL ESTATE APPRAISAL"This is a typical amount and it clearly states that this money went directly to the appraisal company "FOR WHATS ITS WORTH REAL ESTATE APPRAISAL" I hope this helps to close this complaint, but please contact me w/questions or concerns Regards, [redacted] B [redacted] VP - 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/ 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 / [redacted] (1000, 8, 2015/01/21) */ Dear Mrs [redacted] , Thank you for giving us the opportunity to address your concernsThe Sales Manager [redacted] w/XXX-XXX-XXXX) who managed the application will be contacting you shortlyHe will walk you through the legitimacy of the billing so that you better understand it We regret any frustration your family experienced with the 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

Initial Business Response / [redacted] (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/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 $via [redacted] overnightIf 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 / [redacted] (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-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 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

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

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