Guaranteed Rate

Initial Business Response / [redacted] (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/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 by 10/31/ 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

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/ 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 customersB) 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 youGuaranteed 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-or [email protected] CheersColleen [redacted] Customer Success Team

My husband and myself had a horrible experience with Guaranteed Rate, the licensed Loan Officer, Vanessa [redacted] and the Regional Manager involved, Jim ***We found them to be unprofessional, uncaring, manipulative, and flat out liarsIn the first week of September of 2015, we accepted an offer on our home, based on a prequalification letter provided by Ms [redacted] Based on this prequalification, we went under contract to purchase a new home We were assured that the buyer of our home was well qualified, and closing would be in approximately 45-daysAs is usually the case, we had to provide an earnest money deposit, spend funds on a home inspection and appraisal and other feesWe had no news for several weeks, and then the misinformation and outright lies began On several occasions, we were told our buyer would be receiving a commitment letter “in a day or two” We went on the assumption that the buyer would receive his mortgage commitment and closing as scheduled, we packed up our home, obtained a storage unit to hold our furnishings until we could close on the new home As we did not have furnishings in the home, one of us went to reside with family with our infant child while the other remained at the home for both security and to care for our pets This went on for several monthsWe opted, several times, to cancel the contract as the buyer had breached the terms Each time, the loan officer, Vanessa [redacted] , asked for a couple of days to finish up the paperwork As we had taken our home off the market and were committed to purchase a new home, we allowed extensions based on assurances that the buyer would be receiving his written commitment within a day or soOne of our biggest concerns in how this company, and its sales force, including Vanessa [redacted] , provide information and outright falsehoods in order to try and resolve loan issues with their customers We were told, more than once, that the buyer’s loan was approved, and a commitment would be forthcoming The loan was not approved, in fact, it was recommended for decline based on information that was readily available when the buyer was “prequalified” Either they did not do any due diligence in obtaining information prior to issuing a prequalification letter or the letter they provided was not based on factThis loan took over days to close During that time we had to expend funds for a storage unit, rate lock extension fees and other out of pocket costs Guaranteed Rate, and specifically, Vanessa [redacted] , had no concern for the inconvenience and expenses her lies cost us They did not follow Mortgage Banking regulations, as they did not render a decision for well over days They provided information in order to induce us to remain in the transaction so that she could earn a commission, regardless of the cost to us as a familyIf you are selling your home I would urge you to think twice before accepting an offer from any party that is "prequalified" by Guaranteed Rate or has Vanessa [redacted] listed as the loan officer

Initial Business Response / [redacted] (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-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 A Customer Care Specialist 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 (XXX-XXX-XXXX) at your earliest convenience Respectfully, [redacted] B [redacted] Vice President of Client Satisfaction Initial Consumer Rebuttal / [redacted] (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 checkI 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 companyThey have resolved my monetary complaint at this time

Initial Business Response / [redacted] (1000, 5, 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 3-30-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 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

We appreciate your feedback and the opportunity to resolve your concernsWe ask that you please contact our Customer Care team so we can gather the necessary information to look into your situationWe can be reached at [redacted] or be emailed at [redacted] @guaranteedrate.com between 8: am and 5:pm (CST)We take your review seriously and hope to connect with you soonRegards, The Customer Success Team

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/ 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 Success 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 the Customer Care Hotline ( [redacted] ) at your earliest convenience Respectfully, The Customer Success Team

Dear Mrand Mrs***, Per [redacted] conversation with [redacted] on 2/6/17, $will be mailed to the address confirmed by [redacted] as the deed prep fee was not properly disclosedThe 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 EstimateOn the initial Loan Estimate disclosure dated 10/13/16, the estimated appraisal fee was disclosed at $This Loan Estimate was signed by [redacted] on 10/16/and signed by [redacted] on 10/17/During the loan process, a Notice of Loan Change & updated Loan Estimate were disclosed lowering the estimated cost to $Upon receipt of the appraisal report, the appraiser sent Guaranteed Rate an invoice for $This $difference was not charged to the borrower; it was covered by the lenderAt the bottom of page on the Closing Disclosure, a $credit was listed to cover this differenceThe initial Closing Disclosure was issued and sign by both [redacted] & [redacted] on 1/17/Closing documents were signed on 1/23/which was the requested settlement dateThere were no changes that required a new day waiting periodWe appreciate the opportunity to address your concerns and value your businessThank you, The Customer Success Team