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Initial Complaint
06/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello,I have requested numerous times to remove my PMI and Guaranteed Rate has refused to send me an application to commence the appraisal process. My home has well over 20% in equity and I have been paying my mortgage on time yet they refuse to remove my PMI. Additionally they still have my account status as being in loss mitigation although I have passed the trail period for my loan modification since February 2023. Last year I had to report Guaranteed rates and their servicer Service MAC to BBB because they tried unjustly to increase my interest rate, claiming I didnt submit the appropriate documentation while in loss mitigation- this was found as false and they honored my initial interest rate. I thank you for your support and hope to find a resolution and reimbursement of my payment for PMI due to the negligence of guaranteed rates
Business response
06/28/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We strive to provide our customers with excellent service, and we apologize that you felt it necessary to submit a formal complaint. Currently, we are still in the process of conducting further research. This is to ensure that your most recent concern is addressed appropriately.

Respectfully,
The Customer Success ***************************************************************************
Customer response
07/03/2024

Complaint: 21871310

I am rejecting this response because:
While I appreciate you acknowledging my complaint. You are not offering a solution to my written concerns. I also request my account be adjusted for unnecessary *** payment as your servicer service Mac refused to provide me with an application when i originally requested it in April 2024 - it wasnt until the very day i escalated my complaint to BBB that i received an email with the *** removal application.
furthermore, my account is still in loss mitigation although I completed all necessary steps and finished the trail period over a year ago.
Sincerely,

*************************
Business response
07/05/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success ***************************************************************************
Customer response
07/11/2024

Complaint: 21871310

I am rejecting this response because: there is no sensitive information included in the correspondence sent to me directly just as there is no resolution. You further validate my concern as you state my original request to remove PMI began September 2023, no correspondence electronic nor physical was received til July 2024, on the very day I informed your representative Id be initiating a BBB.
the BPO was completed a week ago, is there a decision available. I will like a copy of the completed analysis.
I also have not received any correspondence aside from this note that states my loan is out of loss mitigation. I believe theres a whole packet I should be receiving via mail? Or is the one line referencing the loss mitigation status the only confirmation I will receive.
For consistency, kindly reply on this portal.

Sincerely,

*************************
Initial Complaint
05/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This was email sent to the Business:To whom it may concern,I would like to inform you of the unethical business practices your business is conducting regarding Loan #*********. It was told from the initial disclosure that my rate was locked in at *****%. ******** told by my loan adviser *************** that the rate was locked. However, Guaranteed date never locked in the loan as shown on the initial disclosure letter. I did not notice as I trusted my financial advisor and let my guard down. My home closing date is tomorrow 4/19, Guaranteed rate issued a new disclosure on April 16 (3 days before closing) and rushed me to sign the disclosure or risk delaying closing. At this time, I did not notice but the rate jumped to 6.99%. Without any verbal heads up the disclosure was pushed and rushed to sign. Also attached are emails that show statements even made that even if the information is incorrect in the document to sign as its just confirming receipt of the document. Another unethical practice. I don't expect any action from this, just to inform you of the nature of the company and poor business ethics. I will be filing a complaint with the BBB. I will never use GR again for future business. I will tell as many people I know not to use them.Best,*****************************
Business response
05/22/2024
Hello,
Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive nature of the information included, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success ***********************************************************************
Customer response
05/23/2024

Complaint: 21703634

I am rejecting this response because:
The business response pointed out documentation that was signed that showed the rate was variable and ask for any proof of requesting rate lock. I dont have proof because all the conversations with there advisors were verbal and not recorded. I informed that I understand I dont have any proof but I'm not fighting a court case here, I'm simply filing a complaint that I was verbally misled by there advisors. I was requested to review documents quickly and when I found issues with the documentation there response was "just sign it we can fix it in next revision so we dont miss mortgage contingency deadlines". The unethical complaint I am filing is the advisors verbal communication did not match what was put in documentations do sign. And unless you are very diligently in checking every word in the document you can miss things they changed. It is lack of communication from the advisors about the process and lack of communication of informing me of changes that happened before the documents were requested to be signed. The intertest rates were hiked 3 days before closing which made it impossible for me to back out of purchasing the house without breaching contract and getting sued from the seller.

Sincerely,

*****************************
Business response
05/30/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success ***************************************************************************
Customer response
05/31/2024

Complaint: 21703634

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
05/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All the money out of pocket they had me pay was deemed to be illegal during a consumer credit transaction. I want it all returned to me in a check made out in my name. I want the house i paid for in full reported on my consumer report as paid in full and my title to my house sent to me immediately. The Promissory note was treated as a check / money order as paid in full from the Fed discount window. They illegally had me pay several things out of pocket and then started sending me statements saying i owe a debt collector when book keeping entries proves and the check proves fraud in factum. This company is involved in several violations which i will address publicly and when i submit a review later after our investigation is complete.
Business response
05/17/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We strive to provide our customers with excellent service, and we apologize that you felt it necessary to submit a formal complaint. Currently, we are still in the process of conducting further research. This is to ensure that your most recent concern is addressed appropriately.
Respectfully,

The Customer Success ***************************************************************************
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted guaranteed rate for a loan in august 2023. Im a veteran and was looking for a va loan with my wife. The lender convinced me to a conventional loan instead without my wife. That was a mistake. Then this lender knew I had a lot of cash for this loan so he gave me a higher interest rate then was promised. We agreed to 6.5% but at closing time paperwork said 7%. The lender didnt really explain to me that he gave me a $6000 second mortgage put as a lien on my property. Supposedly this loan was for Down payer assistance which I clearly did not need. I find this company to be misleading and predatory in its practices at least with me and definitely did not lead me towards the best available loan for me and my wife. Never was it explained to either of us that a lien was being placed on our property as a second mortgage, when this clearly was not needed at all. Im very disappointed by this lender and feel taken advantage of as a disabled veteran.
Business response
05/09/2024
Hello,
Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success ***********************************************************************
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2020 I was referred to ********************* with Guaranteed Rate to refinance my mortgage loan. My original loan came with an MCC credit of 15% which allowed me to reduce my taxes annually. This was provided at my original loan origination with no expiration date. I confirmed with ********************* that my MCC credit would remain intact before proceeding with the refi. She assured me it would. I was unable to confirm this information because the County offices were closed during Covid and the messages I left went unanswered. I chose to proceed as ********************* assured me I would keep the MCC credit. She gave me incorrect information. I lost my MCC upon refinancing. This costs me approximately $3600 a year. So far &****** for 202,2021,2022,2023. I want Guaranteed Rate to modify my loan to compensate me for their egregious misinformation. Any benefit I received from the refi has been negated by this loss of tax deduction.
Business response
04/18/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We strive to provide our customers with excellent service, and we apologize that you felt it necessary to submit a formal complaint. Currently, we are still in the process of conducting further research. This is to ensure that your most recent concern is addressed appropriately.

Respectfully,

The Customer Success ************************************************************** IL 60613
Initial Complaint
02/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Last year I was so excited to close on my first home. The only problem is it never happened like I was promised. My experience with this company was horrible and embarrassing. I was advised that I qualified for a VA loan. I submitted all my documentation paid all fees and was given a closing date only to be told I didn't qualify. Once I discovered the error the team was very inconsiderate and rude. I would not recommend this company to anyone.
Business response
02/16/2024
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** 60613
Customer response
02/19/2024

Complaint: 21271465

I am rejecting this response because:
Because how I was treated by the agent was totally unacceptable. I trusted what was told to me and as soon as things didn't work out I was treated like dirt without a formal apology. The interaction overall was very unprofessional.

Sincerely,

***********************
Business response
02/29/2024
Hello,
Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** *****
Initial Complaint
11/07/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a house in Sept of 2022 from the beginning anything never made sense. But long story short guaranteed rate received a refund that was suppose to come to my address from the homeowners insurance company due to the fact the homeowners company had dropped my policy midterm. So guaranteed rate was telling me from the insurance elapse if I didn't find a new coverage they would find a policy for me in the amount of $2500 which the first policy was only $860 so it would raise my mortgage which is $1236 so I got a new policy made in June of 2023. That why I was due a refund I paid $7000 as a down payment which paid the mortgage insurance in 2022. So guaranteed rate should not have received the check. I did not give university property and casualties permission to send the check to guaranteed rate which they suppose to get permission from the policy owner to get a check sent to them from university property and casualties. So I feel university property and casualties or guaranteed rate or both is commenting fraud and I want my refund sent back to me like the first refund that was sent to me Julyof 2023 Thank you, *********************
Business response
11/17/2023
Hello,
Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** *****
Initial Complaint
09/27/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are in the process of looking for a lender and were told they would preform a soft credit check to get the process started for us. We called them the previous Friday (09/22/23) and spoke to them about this and they told us how to get the process started with them. We submitted the application on Monday (09/25/23) they preformed a hard credit check instead of a soft credit check. When we got the notification we texted the Loan officer and rather then apologizing and trying to remedy the situation she told "we could move forward with them and would not remove the check since it will come off in 3 months anyways".This has cost a ***** pint drop in credit and has limited us to being able to look between 2 other lenders for the best pricing.
Business response
10/05/2023
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** 60613
Initial Complaint
08/28/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I sent Guarranteed Rate ****** to process a small loan for a new home. The mortage broker reported to the underwriter that I work 3 night shifts per week. When I produced paystubs that were short night shifts BUT iincluded other shifts, they did not find it acceptable and requested a copy of my contract which included multiple shfts. After DAYS of no response, they decided that I was not eligible for the loan, even though I exceeded the hours that I report. I want a total refund for ******.Since I cannot get this loan, I'm displacing 3 households
Business response
09/07/2023
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the complainant.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** 60613
Customer response
09/11/2023

Complaint: 20531409

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
08/18/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Twice since December 2022 when I first acquired my loan from this company they have taken excess funds from me in a violation of ******** code exempting Disabled Veterans from real estate property tax. This company twice in an eight month period has failed to recognize the exemption and when brought to their attention stated it could take several weeks to correct. The first time it took almost 2 months to make the correction with numerous phone calls and many hours spent trying to resolve the issue. August 2023 without warning and without my consent they raised my monthly payment "again" with no explanation. It took several phone calls to determine it was for a what they claimed "shortage" in my escrow account for lack of payment for real estate property tax! I went to explain "again" to them that I am exempt from real estate tax. I have been only emailed by several people stating they were "looking into it". This does not instill confidence. Even though it was confirmed I have done my part in providing documentation AND confirmation from the local county tax office that I have a ZERO balance due they still raised my payment to cover a non-existent "shortage" in my escrow. Once again failing to recognize the exemption Disabled Veterans at the 100% level earned this and deserve to not have to go through this every few months! I can not begin to describe the stress this has caused and I can only hope they are not putting other Veterans through this.I feel like it's my duty to file a complaint regarding guaranteed rate on this violation and the difficulty that it takes to get it resolved. This is something that should not have happened once let alone twice! I can only hope they correct my account quickly but, my main goal in filing this complaint is hopefully the company will develop new training/procedures for its employees regarding veterans and tax exemptions. Part of this training should include quicker and more personal response and WARNINGS on billing changes
Business response
08/30/2023
Hello,

Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Due to the sensitive information, we have emailed our formal response directly to the borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** 60613
Customer response
08/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
It is regrettable to have to do this to get an expeditious result and I appreciate all who assisted in this matter. I trust for the last time.

Sincerely,

*******************************

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