ComplaintsforRate

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accepted a contract for sale of my home at $183,900 with a settlement date of 11/5/21. I had a previous appraisal of $191,000. The buyer / lender (Guaranteed Rate) received an independent appraisal for $183,000, which appeared to be a mistake by the appraiser inputting the value. My realtor was provided the appraisal on 11/1 at 7:00 pm indicating the appraisal came back at $183,000 ($900 less than the agreed upon sale price). My realtor tried to call the loan officer multiple times the morning of the second and sent an email with no response. At 10:41 on 9/2, my realtor received a call from the buyer's agent saying that the lender said if we could get a price adjustment to them by 12:00 that day, we could still close on 11/5. In order to avoid delay of the settlement, I ate the $900. I find this very unfortunate as it appears to have been an error and the lender was not very timely or responsive to allow for the appraiser to make an adjustment and still settle on 11/5. The lack of communication did not even give us an opportunity to have a discussion without postponing the settlement. Furthermore, attempts by my realtor to at least seek an explanation after the settlement were non-responsive by Guaranteed Rate. I find it very unfortunate that I had to lose $900 of the agreed upon price when the buyer was definitely qualified and the house should have easily appraised for $183,900 and this all stemmed from an error (not on my part) that I had to take the hit for in order to not delay the settlement. At the very least, Guaranteed Rate should acknowledge our inquiry and respond.

  

  Business response

  12/06/2021

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

  Customer response

  12/13/2021

   
  Complaint: 16192502
  
  I am rejecting this response because:They did not address my complaint and gave irrelevant response.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/14/2021

  Good afternoon,
  
  

  As ************** was previously advised, we were unable to locate a loan with the information he provided. Additionally, as ************** was not the borrower associated with the loan, we are unable to discuss this transaction with him.

  We trust that this fully resolves the matter. If you have any further questions or if you require further information, please feel free to contact us directly.
  
  Thank you and have a wonderful day!

  
  Respectfully,
  The Customer Success Team
  ********************
  ***************************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In June of 2021 we refinanced with Guaranteed Rate. In August our first payment was due. We were provided an address to send the payment to but it was changed in between the closing and the first payment due date and were never notified of that change. Our first payment was deducted and paid on August 4th 2021 and the payment was supposedly forwarded to the new address. The payment that was deducted from my bank account on August 4th 2021 was NEVER applied to my mortgage. I have sent in numerous emails to show proof of this payment which are copies of bank statements and an actual copy of the check since September I have been trying to fix this with the company and have been getting nowhere. The representatives keep saying they will escalate this matter but nothing ever comes of it. I am tired of this run around and will be letting everyone know personally and on social media to NOT refinance or go with this mortgage company in general. Now our credit scores our effected and that is even a bigger mess. And we are "delinquent" with a $100 late charge. THIS NEEDS TO BE RESOLVED. Any further documentation that is needed please let me know and I will provide. Thank you for your prompt attention to this frustrating situation.

  

  Business response

  12/07/2021

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

  Customer response

  12/08/2021

   
  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

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account Number ********** I missed the October 2021 payment, completely my fault and I take full responsibility for my mistake. I never been late on my mortgage and have paid on time for over a year with this company. My problem with the company is that when we called and requested that this one time, which it's obvious t a mistake on our part to be removed from our credit report they denied because they said they tried to reach us multiple times. I can provide the call log for the phone on file that proves that guaranteed rate did not call me a single time to find out what was going on with the payment nor they emailed the email on file. I wish they had because I can also give you a bank statement for both my checking and savings account that shows we had the money sitting in our account and that this missed payment was a mistake and simply an oversight on our end that could of been handled by a simple phone call. We now have a child in college and two going into college this year, we are trying to pull a line of credit and can't qualify for a loan because of this one time missed payment in which I made right away when I realized the mistake. All I am asking is that this one time mistake be removed from my credit, I have worked very hard in maintaining good credit habits to just be washed by one oversight. Thank you.

  

  Business response

  11/24/2021

  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

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩