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Initial Complaint
08/02/2023
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 recently refinance my home with ************************* who was the agent I was working with. Before closing on July 25, 2023. I asked ****************** if another payoff letter was needing to know how much the full amount would be. He stayed no we should have everything together I asked him a second time and he assured me that it would be taking care of. Once the paperwork was completed I received the check for the vehicle payoff and sent it to that lender. To my surprise I was short $212.09 that I had to come out of pocket to pay the balance. When I questioned ****************** about the situation he stated that it was an error on his part as well as the attorneys for not calculating the pier deem per day which was the factor of not covering the full payoff. After speaking with ****************** I asked if he could compensate me reimbursement for the payment that I had to come out of pocket or even half for what I paid. ****************** stated that he was not going to pay because it was simple error and there was no money I missed out on. I stated why would you feel that it is not your fault and that I should not receive payment for the loan of my vehicle. ****************** just stated he would not pay me for having to pay out of pocket. I was very shocked and with that I am looking to being compensated for my money out of pocket to pay the remaining balance.
Business response
08/11/2023
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
07/20/2023
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.
Guarantee Rate was ******************* who sold our loan to a new company. The issue is Guarantee rate was still taking our money on auto pay. The new mortgage company ********************* said they have never received money. They claim they tried to pull money from our account on June 30th and there was insufficient funds. Our bank statements show that our entire loan payment was pulled and Guarantee Rate received it. They then sent the money to Lakeview.We then tried to move our auto pay to lakeview and stop the auto pay to Guarantee rate. Guarantee rate then pulled the money back from lakeview and refunded us (July 20th) 20 days after the payment was made. Ultimately we are being charged late fees and show a late payment for two companies not working together (and holding our money). I would like for Guaranteed rate to make this right with Lakeview since we were not late on our payment. Everything can be verified via email, bank statements and costs.
Business response
07/28/2023
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 Team
********************
3940 *************
*******, ** *****
Customer response
08/03/2023

Complaint: 20353133

I am rejecting this response because:
Guaranteed rate fails to acknowledge their actions caused my wife and I to spend countless hours calling between two companies to track down payments. Guaranteed rate pulled back money that they forwarded to our new loan provider that cost us a late fee and NSF. This was wall triggered after we called to inquire with Guaranteed Rate about auto pay and our most recent payment (which they said they never received). The response I received basically outlines they are not responsible for anything that happened. Lastly it is clear that this company didnt take the complaint seriously and didnt investigate what happened. They also provided no explanation as to why they recalled the payment in July from our new loan provider and then refunded us that payment (which cause $104 in late fees and NSF with our new provider).
Sincerely,

*****************************
Business response
08/17/2023
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 *************
*******, ** *****
Customer response
08/19/2023

Complaint: 20353133

I am rejecting this response because: I have received the same response. Additionally I will not continue to provide details that this company is able to research and find on their own. They are capable of matching up dates and working with the company they sold my loan to. I have had to do all the research as well as work with the new company to ensure payment was made (and late fees, as well as NSF fees were removed). I have encouraged Guarantee Rate company to look at the time line as well as pull our recorded call so they can match up what happened. They refuse to do so and refuse to take responsibility. No further response from me will be given unless they have thoroughly researched and reviewed my complaint and take responsibility for their part. Simply put I will never do business with them again.

Sincerely,

*****************************
Initial Complaint
06/28/2023
Complaint Type:
Order 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.
Guaranteed Rate approved our loan and waited till the last minute to say that litigation in the building was an excuse to refuse to fund on the closing date. Even though other lenders appeared to be funding in the building. Company have jeopardized our deposit and we hold them liable in the event we lose the deposit or have to pay to defend it or both. Our contract expired on 6/27/2023 and we are on the way to loose our $35,000. We have 4 kids and my wife is Cancer patient with stage 3. This is what we called the American dream?No communication and nasty VP loan ****************************************************** will find out about this company in the near future!Loan #**********
Business response
07/07/2023
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 borrower.

Respectfully,
The Customer Success Team
********************
3940 *************
*******, ** *****
Initial Complaint
05/30/2023
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 March I filed paperwork due to a hardship. I filed with the loss mitigation department. It has been 3 months and they still will not process my application. They call and harass me obsessively. They are reporting late payments to the credit bureau. I have called several times to speak with a supervisor and they have ignored every request. I have turned large amounts of paperwork. I just wanted my application processed so I can move on.
Business response
06/09/2023
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
05/12/2023
Complaint Type:
Order 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 started the mortgage loan process with Guaranteed Rate (GR) on April 6, 2023. On April 10, I wired half of my down payment as ******* money for the property I am in the process of purchasing in ********, **. On April 17, I paid $575 for the appraisal of the property. On April 19, the appraiser conducted the inspection. By April 21, GR was informed that the co-op management company needed a $100 payment to complete an additional questionnaire which the appraiser needed to release the appraisal report. It has been over 3 weeks since the appraisal, and over 2 weeks since I've gone into underwriting with GR, and the appraisal report has not been released. I have been lied to for over a week and a half that the $100 payment was submitted to the management company when in fact payment it was finally received by management yesterday. Now, I am being told that GR cannot approve me due to contingencies in the documentation for my loan qualification when they confirmed that my offer letter of employment was sufficient. Their negligence in submitting payment and delaying this process for weeks has put me at significant risk of not being able to meet my sale of contract deadline and risk losing my ******* money of $55,750. They are misleading and dishonest. If GR had an ounce of transparency, they would have informed me 2 weeks ago that underwriting was not able to approve me. This has forced me to start this process over with ************* with less than 2 weeks remaining to meet contract deadlines, pay $685 for an additional appraisal along with an additional $100 for a new questionnaire for management.
Business response
05/22/2023
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
04/22/2023
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.
January 2, 2023- January 24,2023 *************************** from Guaranteed Rate discussed my credit and finances with a realtor/broker that wasn't representing me, she gave him personal information regarding my ability to obtain credit that was false and misleading including my debt to income, credit scores and employment. She violated federal statues and ******* law in doing such, I didn't even use Guaranteed Rate for the mortgage just for a preapproval letter and she had limited information about my finances although she told the broker/realtor I would've got the loan with them which wasn't true as I was turned down by another lender for the mortgage. *************************** didn't have authority to dicuss my finances and the broker/realtor not representing me surely didn't either. I am seeking compensation from them as *************************** lying about my credit and ability to obtain a loan has kept the seller from releasing my escrow deposit and I'm seeking the reimbursement from Guaranteed Rate to avoid litigation with them, $10,000 is at stake. I have emails from the broker/realtor stating what he discussed with ***************************.
Business response
05/02/2023
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 *************
*******, ** *****
Customer response
05/03/2023

Complaint: 19970735

I am rejecting this response because: I have emails from the sellers realtor indicating *************************** from Guaranteed Rate did indeed speak to him in depth about my credit, including credit scores, debt to income and employment, the response notes *************************** contacted the sellers realtor but I'm the buyer and if at all should've been contacting my realtor, nobody had my authority to speak about my credit which is protected by federal law, if Guaranteed Rate doesn't pony up an offer of compensation, they'll find themselves served with a federal lawsuit, *************************** should be terminated at once, financial information is highly sensitive information and shouldn't be taken lightly. I didn't even use Guaranteed Rate for the mortgage because their terms and closing costs they hit you with a fee for everything and were horrible and I got a feeling they were a dishonest company, I strictly used them for a pre-approval and they had limited information but *************************** took it upon herself to share it with a realtor who wasn't representing me, she was sour because I used another lender for the mortgage application. Guaranteed Rate you'll find yourself in court without an offer of compensation i'll Guarantee it! The damage to your reputation has been done but will continue on , I won't be silenced by a truly dishonest company!

Sincerely,

***************************
Business response
05/11/2023
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
04/17/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have executed a contract for the sale of our home and the buyer has been trying to get information and file to assume our loan with Guaranteed Rate. I have had to communicate several times with people from Guaranteed Rate, as have the buyers, and still no one appears to be assigned to our request, and we've yet to be able to get clear answers or directions on what needs to be completed.No one is able to handle anything with us over the phone. First they requested a third party authorization form, but then we were told that that was not enough and we needed to submit a signed assumption authorization form. Even then, while we have attempted to authorize the buyer's to apply to assume our loan, they have now sent something via snail mail for us to give them additional information. Our fear is that no one is actively working on this request and that our close of escrow will come and go without Guaranteed Rate even beginning the process of accepting an assumption request from the buyers.I don't know what else I can do to tell Guaranteed Rate that we authorize the buyers to apply to assume our loan. Nothing else should be required from us at this point, and they need to make themselves available to the buyers so they can apply to assume our loan.
Business response
04/27/2023
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 Team
********************
3940 *************
*******, ** 60613
Customer response
04/29/2023

Complaint: 19947016

I am rejecting this response because:
They have not outlined any change to their business practices.
Additionally, I just got notice that the servicing of my mortgage loan is being transferred to a different company. There was no previous notice of this transfer, and they have chosen nowafter I have already exercised a contract to sell my home through a mortgage loan assumptionto make this change without any explanation to us.
Not only does this transfer have terrible timing, I honestly wonder if it's legal. They are initiating this transfer after they have been notified of a pending loan assumption request and the sale of our property.
Sincerely,

*************************
Business response
05/05/2023
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 Team
********************
3940 *************
*******, ** 60613
Customer response
05/05/2023

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.

Sincerely,

*************************
Initial Complaint
03/17/2023
Complaint Type:
Order 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 was purchasing a house thru an *** and needed a mortgage and called *************************** at Guaranteed Rate Affinity. I was very up front with ********* that this was a **** Exchange and the house I was selling was in an *** so the title that we were closing in HAD to be in the *** name. He told me that no one does mortgages in an *** but we can do the mortgage in my personal name and close in the name of the ***, I said okay. Ten (10) days before close I am told by ********* that we need to take title for the new house in our personal names not the *** otherwise Underwriting will not allow the loan to go thru, I reminded him that this was a **** Exchange and that was not possible without major tax consequences and he responded that there is nothing that he can do. So here I was ten (10) days before close with no mortgage and my ******* money had already gone hard, meaning I could not get it back. I called another lender only to find out that I can get a loan in an *** but it is just a 1/4 point higher in the rate. In the end I had to pull cash out of saving to pay for the house which is costing me money in other ways. I feel that *************************** at Guaranteed Rate Affinity was dishonest and/or does not know how to do his job and they should loose their ability to write mortgages otherwise they will cost people tens of thousands of dollars like me. Not only did they not provide the loan, but they ran both my wife and my credit reducing our credit scores which is making it harder to get the loan that we now need to replace the money that we did not get from Guaranteed Rate Affinity
Business response
03/27/2023
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 *************
*******, ** *****
Customer response
03/27/2023

Complaint: 19614967

I am rejecting this response because:
The letter that was sent to me did NOTHING to address the issues, I told the loan agent from the beginning that the loan and the title needed to be in the *** name and the loan agent said that would not be an issue. My wife and my credit were dinged and we had to pull cash out of an account that we did not want to to complete the purchase of the house otherwise we would have lost our ******* monies as we were told less than ten (10) days before closing that the title could not be in the name of the ***. We were very fortunate to have the funds available to complete the purchase of the house but what would have happened if we were not in that position, we could have lost thousands of dollars due to the incompetence of their employee. Lastly, they are taking no responsibility for the additional costs that we incurred or the hits to our credit, none at all.

Sincerely,

*****************************
Business response
03/31/2023
Good afternoon, thank you for allowing us the opportunity to respond to the concerns raised. We have reviewed the additional information provided; however, our position has not changed.
Customer response
03/31/2023

Complaint: 19614967

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
03/12/2023
Complaint Type:
Sales and Advertising 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.
On Dec 13th, 2022 I bought a condo as a first-time home buyer and in the agreement my monthly payment was calculated at $5272.13 and Guaranteed Rate *** is the mortgage loan servicer. Comes January 20th I log into my account to make initial payment and to my surprise it's listed as $5296.05.I do my due diligence and look through all the documents to find out that out of NEGLIGENCE one of their employees uploaded ********************* policy to my account that belongs to a 3rd party. That policy has higher premium and caused my monthly escrow amount to go up.Since then I had at least 5 conversations w GR reps, 2 times they triggered a process to remove the wrong HO policy, then 2 times they had to trigger new "Escrow Analysis" (beats me why their systems don't work the first time).After all that my balance still doesn't go down so I call again and the rep this time tries to explain that my payment won't go down but instead will go up due to tax increase, which during the call I established to be bogus because the numbers she gave me are exactly the same with the ones I had originally. I'm sorry but this is borderline criminal behavior.I want to be refunded the extra escrow I paid so far. Also I want to be charged EXACTLY $5272.13 from now on, as originally agreed (until my taxes do actually go up).Lastly I want my loan to be sold for servicing within 60 days to a FDIC national bank. What's happened is a breach of TRUST and I do not want to work w GR anymore.Else I will be writing to my Congressman to look into the pattern that Guaranteed Rate exhibits as apparent in all BBB reviews - whereby they collect and retain illegitimately Escrow money and only refund them if a person files a complain or lawsuit, in which case they get off the hook by claiming merely INCOMPETENCY while in fact it's more akin to ATTEMPT to DEFRAUD and merits License revocation.
Business response
03/20/2023
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
03/08/2023
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 refinanced my loan with guaranteed rate mortgage back in August of 2021. At that time they took over my mortgage and escrow which out of it my taxes and Insurance was to be paid. In February of this year 2023, I received a delinquent tax notice from the county stating that my property taxes hadn't been paid for Winter of 2021. Upon investigation (looking at the BS&A website for my property) it is it the only time in the history of me owning my property that my taxes hadn't been paid in the amount of $1066.01. According to the notice I received the payment due to penalty and interest was $1251.57. On two recorded calls I made into customer service to ********************** I was told they would be paying that and not to worry about it. However that isn't what happened. They sold my loan in July of 2022 to flagstar bank, I didn't refi with flagstar they sold my loan without my knowledge or consent. Upon further investigation I received a **** from Guaranteed Rate stated they gave me a escrow refund check due to surplus in March of 2022 in the amount of $861.79 more than likely due to the fact they negligently didn't pay my winter taxes due in December of 2021. This check has not been received by me nor cashed to this day in March of 2023. Upon hours of emailing, calling and back and forths the remedy for this has been for Guaranteed rate to contact Flagstar mortgage and have them pay my delinquent taxes that Guaranteed Rate should've paid in 2021 (mind you according to escrow statements I have in February of 2022 I had an escrow balance with Guaranteed rate of $1,391.57 more than enough to pay what was due December of 2021 of 1066.01 that wasn't). Leaving my current escrow from a surplus balance to a negative balance of $1,030.20. And mailing me m escrow refund check of $861..79 and calling it all good leaving me short $204.21. Had they done their job and paid my taxes on time I would not be short this money. I have lost time and this has inconvenienced me greatly.
Business response
03/17/2023
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 *************
*******, ** *****
Customer response
03/21/2023

Complaint: 19556033

I am rejecting this response because: My escrow from Flagstar was debited ******* due to their negligence in paying my back taxes that Guaranteed Rate did not pay. Since then I received a new escrow check that was previously mailed to me last year that was never cashed in the amount of 861.79. Leaving a balance of ****** still unresolved by this company. When asked for a phone call I do not get one. When I attempt to call to talk to the agent assigned to resolving this ***************************** refuses to call me at my request, because she doesn't understand the math. When I ask to speak to her manager I get no responses or calls from him. I am still shorted what my escrow was debited due to their incompetence.

Sincerely,

***********************************
Business response
03/31/2023
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 *************
*******, ** *****
Customer response
04/03/2023

Complaint: 19556033

I am rejecting this response because: Correct, you emailed me then when I requested to speak to a supervisor or manager, because email exchanges were not being effective and I requested a phone call back after leaving the agent 3 voicemails. Which by the way I never got a call back from on. She informed me they preferred to communicate with me here going forward. So if this is where the communication is preferred they can call me back or communicate here. but I'm still awaiting a response.

Sincerely,

***********************************
Business response
04/12/2023
******************** concerns have been previously addressed in our responses dated March 17, 2023, and March 31, 2023. Our position has not changed and we consider this matter closed.
Customer response
04/13/2023

Complaint: 19556033

I am rejecting this response because: My position hasn't changed either. Their incompetence has created a hardship I have provided evidence that I had sufficient funds in the account at the time my taxes were due and they dropped the ball and didn't pay them. The new servier paid them a year and a half later. They are lazy and can't seem to pick up a phone to return a call though I left several voicemails. The new servicer paid ******* The escrow refund check was ****** short. I can and will reject this all day until they pick up the phone and call me back to sort this out

Sincerely,

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

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