ComplaintsforGuaranteed Rate Affinity, LLC

• Initial Complaint

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** RATE STATED THIS WAS A DUPLICATE COMPLAINT WHEN THEY RESPONDED TO MY BBB COMPLAINT 8/12/22. BECAUSE I ALSO CONTACT CFPB AT THE SAME TIME WHICH ******** RATE RESPONDED 9/14/22 PROFESSIONALLY STATING I CAN COMPLETE MY APPLICATION IF SEND, 1. Purchase agreement (SENT) 2.Pay Check Stubs/NA 3. W-2 N/A 4.Tax Returns (Self Employed) SENT with C4506 IRS INCOME VERIFICATION FORM.(ATTACHED CFPB COMPLAINT RESPONSE)9/15/22 my Broker ******************************* contacted ******** RATE (ATTACHED) RESPONSE STATED Never mention in CFPB COMPLAINT Client has NOT sent documentation to complete the underwriting process and goes as follows; 1. child support court ************* dont have to use child support as it (option) INCOME.2.stating I have an attorney and ******** RATE cant complete my application without talking to an attorney I did NOT retain I stated that via 15+ emails and 7+ phone call recorded. Attorney also sent out letter to ******** RATE also attached.

  

  Business response

  09/23/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  One of those Representative I had run my Credit for a pre approval and now will not get back to me or respond. I have a hard inquiry and no paperwork to go look for a home, but it says I was approved online. I tried calling and email with no response from this guy name ******************* I want this hard inquiry removed now.

  

  Business response

  09/02/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  09/06/2022

  No I dont accept this response! I had to send countless texts and emails plus calls to ******************* before he responded with having Covid excuse. Then even after that I had to keep texting again to get the application process going My manager sent him Verification like 3 times of my hours and he kept asking for more to where they were getting mad at me . Im the one who stop the process because I dont want to get fired. I have emails and texts.. from me trying to get ahold of **** And my manager sending proof.. The man is either to busy or lazy. I asked if he could get a loan for me with just a job offer and he said yes because I didnt want my credit run for nothing..  He said he could get and Guaranteed he would and sent over text link to fill out. I have A 795 credit score and income and ******************************************************************** fired!
  Complaint: 17792235
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  

  Business response

  09/13/2022

  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

  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  09/21/2022

   
  Complaint: 17792235
  
  I am rejecting this response because:
  
  Sincerely,
  This man literally had 3/4 emails guaranteed hours on them, and still wanted more! My credit is a 775 with no Debit to income ratio. If he didnt want to give the loan he should of said that before guaranteeing he could and sending over text to apply. I ask him multiple times while making sure that, I didnt want to do this unless we got approved, because of hard inquiry I did not want. There was no reason for me to not get approve and I feeel this is discrimination 
  *************************************

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my loan process with *********************** back in April 2022, I was pre- approved for ~400k after weeks of looking for a home and several offers an offer was finally accepted. We went into contract on May 2, closing date was June8. the process started and i provided anything that was asked of me. This was an FHA loan so there were some repairs that needed to be done, ****** and her team kept working on my file and the closing date kept getting moved. I was under the impression that this was normal process. Not once was I told by ****** or my realtor that the contract needed to be extended. I would go days w/o an update from ****** or her team. Again Im thinking its normal process. On June 15 I was given a conditional approval pending a few documents that had nothing to do with my income. Closing was set for 7/18. She ran my credit July 11, July 12 she told me I was denied due to my DTI, info she had since April. No changes happened between April- July other then my credit going above 700(I worked hard). Seller is refusing to return my **** ******* money, I am now battling to get my funds, years of savings back. I was mislead by what are considered professionals in the real state world. I was to relocate before school started so my girls could be settled before August. I need your help please, I have no idea where to go from here. I have tons of supporting documents, conversations to show all this. I promise you I had no idea that the contract should have been extended as we were in the process, I was never told I was denied until July 12.

  

  Business response

  08/02/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  08/04/2022

   
  Complaint: 17614983
  
  I am rejecting this response because: I havent received any funds back, the appraisal fee should have been refunded to me Tamaras team kept it. 
  
  Sincerely,
  
  ***************

  

  Business response

  08/12/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  08/12/2022

   
  Complaint: 17614983
  
  I am rejecting this response because: I cannot access the email, it was encrypted and no password was provided. 
  
  Sincerely,
  
  ***************

  

  Business response

  08/23/2022

  Per **************** request, the email has been resent without encryption. 

  Customer response

  08/31/2022

   
  Complaint: 17614983
  
  I am rejecting this response because: What is stated in the letter is false, I can prove ****** told us  we had a closing date, this was moved many times. I provided ****** with a co-signer this was early-mid jume and we had gone into contract early May. Once she told me I needed more paper work from my co-signer it was decided that for time sake and keep the closing as planned we would be better off having my home  in MA appraised and use the equity to support my DTI ratio. This was new to me so I trusted and followed her asked/advice, we did the appraisal as I was 100% sure my Home held plenty of equity, she then came back stating that my lease was way too high meaning I was charging a rent that was way higher than most in MA this made no sense to me as I was told they were looking at the home equity. Again, Im asking you to return my appraisal funds as this was an unnecessary move and ****** mislead me through this entire process. It is the least you can do. 
  
  Sincerely,
  
  ***************

  

  Business response

  09/13/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Guaranteed **************** sent two notices demanding proof of fire insurance to the wrong address, even though mortgage statements were sent to the correct address. As a result, I did not receive any notifications. My home was insured by *********************** and I could have easily sent them the insurance deck page as proof. Note that Guaranteed Rate Mortgage had my correct mailing address, phone number, and email address on file and that monthly mortgage statements were being sent to the correct PO Box address. During the same approximate time, Guaranteed ****************mpany sold my mortgage to *********** On or about 2021-11-24 I noticed a $421.20 fee on my on my statement and called to inquire the reason. Company rep **** told me that the company had purchased fire insurance on my house. I inquired as to the notifications and learned the company had sent two notices to my physical address that had been returned to them. I later confirmed the post office had returned the notices as "mis-addressed". I made 5 additional calls, I was promised a refund, yet none came. The charge is $421.20 and I have received a partial refund of $175.31. The balance is still due, and has been for about six months. It is apparent that Guaranteed Rate Mortgage wants to retain this money and wear me down until I quit the pursuit of the refund.

  

  Business response

  07/27/2022

  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
  ********************** Rate, Inc.
  3940 ************************************************************ ** why here...

  Customer response

  08/30/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Please re-open complaint #********

  
  
  On 2202-07-15 I filed complaint #******** with ******* ** BBB.
  
  2022-07-25 I received a call from *************************** of Guaranteed Rate who was assigned to contact me after GuaranteedRate received notification of my BBB complaint. After much discussion she initiated a 3-way call with ***** at the ********************'s Office, who told **** that *************** and Hwy 182 are the same and that the two addresses are both my residence. Even after that call **** disputed that fact (promulgating the company line), so I insisted she replay the GuaranteedRate phone recording for proof, which she refused. **** stated an official letter from the county was necessary indicating the address "change" was related to requirements of E911 records among other "acceptable" reasons. There is no address "change"; the address is what is and has been, at the time I filled out the loan application and for many years before Guaranteed Mortgage funded the loan.
  
  After ****'s call I phoned ********************* at Mono County per *****'s recommendation. I explained the situation and she told me she would prepare .PDF letter on County letterhead which should satisfy ****'s requirements.
  
  2022-07-26 I received *****'s letter that explained the addresses in question were the same and that part of the issue was related to E911 records and for mapping websites like ****** Maps. I then phoned ****, explained the contents of the official Mono County document and, per her instructions, emailed a copy to her. As per their history, there has been no followup from Yuvi or from GuaranteedRate since.
  
  2022-08-25 I learned that GuaranteedRate sent ***** an escrow demand for further collection of the $421.20 - the amount supposedly paid to ********************************** for the disputed homeowner insurance. ********** then began deducting amounts from my mortgage payments to go into that escrow account. So, instead of processing a refund, they have instead proceeded with collection efforts through **********.
  
  I have received three notices from ***************** indicating "TOTAL RETURN PREMIUM AMOUNT":
  
  1) 04-26-2022 for $175.39
  2) 05-04-2022 for $27.71
  3) 07-09-2022 for $218.10
  Total: $421.20
  
  Note that the listed refund total equals the disputed amount claimed in my BBB complaint. Although I took these statements as a good sign, as of today's date of 08-25-2022 no refund has been received. Even worse, GuaranteedRate steadfastly continues its efforts to collect double through ********** even though that amount is already in the hands of GuaranteedRate. The end result, of course, would be a double-fraudulent double-gain of $842.40.
  
  This issue was initiated around December 2021 or January 2022 when GuaranteedRate sent their insurance demand letter to the wrong address. To date it has not been resolved and it appears they are in no hurry to reach that end - after all, to resolve it requires refunding their all important ill-gotten funds.

  
  Sincerely,
  
  *******************

  

  Business response

  09/06/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  09/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business on September 6, 2022 in reference to complaint ID ********.

  The information provided finally resolves the issue five months after my initial contact. The escrow refund and the letter should have been generated months ago. Instead, it took multiple phone calls and many hours of my time to finally obtain this resolution. Therefore, I do not consider the complaint satisfactorily resolved. Without the influence of the Better Business Bureau, I am convinced that Guaranteed Rate would have continued to ignore me and would never have resolved this matter.

  Therefore, I request that Guaranteed Rate's response and their overall rating be categorized as "Unsatisfactory".
  
  

  Sincerely,
  
  *******************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had used Guaranteed Rate (** Rate) as my mortgage provider for a couple years, as the agent I us moved to them some years ago. The agent has since left GA Rate and when I refinanced I used the agent's new organization (****** and ******). Ever since I have received repeated emails soliciting refinancing of my alleged loan with GA Rate (which is incorrect, emails all signed by a Mr. **************************** As I had a poor experience with GA Rate, I have repeatedly requested that I be removed from their mailing list as I am no longer a customer, and that I am not interested in being a customer in the future. ******************** had responded that he would do that, but the emails kept coming over time. The last email I warned that I would file a complaint if I received an email again -- that last time ******************** instead sent an email asking for me to keep his information for the future, and was obviously a response to my request to be removed from their list. The mass email was sent on 6/29 and ************************ response to my request to be removed was sent on 6/30. I have now received another letter on 7/12 and therefore filing a complaint as I warned ******************** and GA Rate. All I want is to not be contacted again as I was dissatisfied with their service and will not use them again.

  

  Business response

  07/20/2022

  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
  ********************** Rate, Inc.
  3940 ********************************************************

  Customer response

  07/20/2022

   
  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. As long as I am on their do not contact list AND they cease sending me messages, I will consider it settled. Should I be contacted again, I will file another complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by *************************** of GRA to possibly do a consolidation loan, pay off some higher interest rate installment loans, etc. By the time the loan process was done, I'd been to closing TWICE. I actually told them i no longer wanted the loan after the dropped the ball from the first closing. They said something to the effect that my extension was expiring that day (Monday June 13) and that they has messed up something (yet again) on the paperwork. and there was no time to get someone out there to re-sign all the ppwk. ***** was trying to explain to me it was some kind of form that he didn't realize was in play, some sort of anti-coercion form? yet that's exactly what they did. I told them after all the dropped ***** and asking me for more and more information and documents, that I had had it. I put it in writing and told them the deal was off.I then went and PAID my mortgage because it was going to generate a late fee if it wasn't paid soon. ***** called me back and eventually talked me into taking the loan again. I told him I could not cancel that payment. He said it was OKAY that when the closing went through, I would get REFUNDED that payment from ***** Mac (the current mortgage holder).None of that was true. I signed ppwk the next day. Not much longer after that, maybe 2 days. a slew of checks showed up at my door from the title agency. NOBODY told me i was going to have to disburse all of those checks, besides the $263k mortgage check to ***** Mac. in fact the only check I should have gotten was on top; i took ALL the checks to my bank expecting that it would take 2 weeks to clear. the teller eventually stopped me; only 1 check was made out to me. i mailed all other other checks, called the title company and they wire transfered the ***** mac mortgage. NONE of the other creditors whose checks I mailed show them paid, now things are getting later and later. I rescinded the deal after their latest mistake but was coerced into taking the loan again

  

  Business response

  07/08/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was very misleading and I was unable to close on my home due to the lender I was working with (***********************). She had over 5 months to prepare for the closing of this loan. She did not submit the documentation to underwriting until 2 days before closing and was requesting money within the 2 days before closing. She kept coming back with higher numbers to close than previously discussed and I asked her multiple times would the loan close and she said it would but she messed up and would not admit instead she blamed everyone else. I had already paid so many non refundable fees for this loan. It is not fair and right and the same builders have had other potential buyers using this lender company and could not close the loan (Century Complete). This company is very dissatisfying to their customer's and I have never felt so betrayed in my life. I was ready to purchase but this company ruined it.

  

  Business response

  06/03/2022

  
  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  06/03/2022

   
  Complaint: 17259324
  
  I am rejecting this response because: I dont think anyone is concerned with the fact that I paid money to this company and it is their lender officer ***** I didnt get the home . It is not fair and I should be entitled to a refund or I am going to get legal team involved 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/15/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  06/15/2022

   
  Complaint: 17259324
  
  I am rejecting this response because: this needs to handled asap so it doesnt happen to anyone else . It was not right !!! 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/24/2022

  Hello,

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

  
  The Customer Success Team
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Details of issues with ***********************, MLO, Guaranteed Rate Affinity, *********************************** COPIES OF ALL TEXTS, EMAILS AND LOAN DOCUMENTS AVAILABLE UPON REQUEST December 21, 2021: Texted ***********************, LO-*******, Guaranteed Rate Affinity letting her know about Jeffs (my partner of 10 years) death and needing her thoughts on what to do since only his name was on the ***** mortgage. She told me I could put it on the back burner for right now and just keep making the payments and youll be fineDec 26, 2021: Texted *********************** to ask her how many death certificates that I will need for the loan process so I could get them ordered.Dec. 27, 2021: Asked *********************** if she had access to an ** Quit Claim document.Jan. 25, 2022: Texted *********************** asking to speak to her soon about the home loan. She did not reply.Jan 31: Email to ***********************, licensed mortgage person at Guaranteed Rate Affinity, Green ****** ** with message that I needed to get started on a refinance of the mortgage loan on the house (**** ********************, ************ **) as the present mortgage is in Jeffs name.Jan 31 2022: Texted *********************** to follow up with her to let her know about the email I sent to her needing to get the mortgage sorted out. Got a text reply from her making an appointment with her in her office for Wednesday Feb 2. Met with her at 11am 2/2/2022.Refinance started on Feb. 2, working with *************************** (assistant to ***********************) online to enter all necessary document to their online portal. She told me (I cant find the email but it was in a document and Ive asked her to resend to me - I havent deleted any emails or documents) that my loan was scheduled to close on March 23. Paid Guaranteed Rate Affinity via their portal $150 loan fee on 3/6/2022.I had been asking for rates for a 15 and 20 year loan in early March (or late Feb, cant remember) but I asked more than once. I finally got the info via email that I didnt qualify for a 15 or 20 year loan. I p

  

  Business response

  05/12/2022

  Hello, 

  
  This complaint was also submitted to the **********************************************************. We ask that the borrower review the official response submitted to the ********** of ********* once it is available.

  
  Respectfully,
  The Customer Success Team
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

  Customer response

  05/16/2022

   
  Complaint: 17133204
  
  I am rejecting this response because:

  Their response does not respond to the BBB complaint in any way.  The BBB complaint is a separate complaint from the complaint I submitted to the ****************** of ********* Institutions. They cannot abrogate this responsibility to respond to the BBB complaint to another institution.
  

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Guaranteed Rate keeps transferring my mortgages to service providers within the company and each time they do it is a nightmare to try to get my account properly cared for. They stop taking my payments, I can't make payments and then it seems to be up to me to make many many phone calls to get them to actual reinstate the payments to keep my mortgage on track. I've spent hours on the phone trying to get them to fix these problems and they are absolutely incompetent and don't actually fix anything. This is the biggest nightmare ever. They just transferred one of my mortgages for the second time in a year to a servicer and all the problems are starting all over again. This company should not be servicing it's mortgages as they are incapable of doing it.

  

  Business response

  04/27/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been a month since we reported to Guaranteed Rate that they have not paid our house/property/maintenance taxes to the correct party or in the correct amount. Since our initial contact on April 14, our issue has been closed without having been resolved three times, and we are now on our fourth. We have been informed that daily penalties and interest are accruing, and that our community has sent arrears letters, yet the issue still has not been remedied. Our loan coordinator ***************************** is non-responsive, and Tier 2 mgr ****** delegated to a lower manager despite urgency. The issue escalated to the "Presidents Team", but they have done nothing thus far- no one reaches back out or follows up about our issue. The Treasurer in our community has gotten involved to try to help, all to no avail. We've provided all possible documentation and are at a loss at what else we can do to get this issue fixed. We've spent 8+ hours on the phone with GR- this needs to be remedied immediately.

  

  Business response

  04/27/2022

  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
  ********************** Rate, Inc.
  3940 *************
  *******, ** 60613

*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. ↩