Complaints

• 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

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a home and guaranteed rate was my initial provider. My first payment was due May 1st. My total monthly payment amount is $1306.74. Although I had pre registered during my move I had misplaced my registration info so I called a number from a coupon that was in my closing package ************ and I was sent a link to make my payment. https:www.e-billexpress.com/ebpp/Rate I made 2 payments that totaled out to $1306.74. The first payment was made on May 1st which was $706.74 the second one was for $600.00 . I received a phone call from the Lake ************* on May 17th stating that I never made a payment I disputed it gave them all of the info. I immediately called the same 800 number I've listed and was told that they see both payments. They said emails will be sent and everything would be taken care of. Not true. I've since faxed them proof of payment and as of today I'm still getting harassing calls.

  

  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:

  Customer Service Issues

  Status:

  Resolved

  More info

  From September 6 to October 4, I have called Guaranteed Rate over 20 times in an attempt to have my escrow overage resolved so that (a) we are not overpaying into our escrow every month, and (b) we are reimbursed for our escrow overage, as required by law. At this point, we have overpaid thousands of dollars, and no one at Guaranteed Rate can seem to figure out how to resolve the issue, because they are "busy." On September 6 I emailed a tax **** that was around $7,000 less than Guaranteed Rate's estimated tax **** to the tax department. I have yet to even receive an email acknowledging the tax ****. I had to call Guaranteed rate several times just to get them to pay our taxes on time, and because this process is taking so long, we just overpaid into our escrow again in October. The person with whom I was put in touch to resolve the issue has noted that we may, again, overpay on November 1. We want our money back.

  

  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

  Customer response

  04/27/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a letter on 7/16/21 my mortgage was being transferred to ***************** ***** bank. Detailed information with new account numbers & when to pay the new mortgage 8/1/21. 8/2/21 I paid my mortgage to chase bank as instructed electronically which cleared. 8/9/21 received a retraction letter from Gauranteed rate. The company is saying it's my fault . Chase bank says the mortgage loan numbers are invalid & they don't have my money. My bank filled a grievance because my money was received but no one seems to care I've been scammed. Spoke with chase mortgage multiple times just to hear I don't have an account.Gauranteed rate could care less. I've paid 2 mortgage payments in august already. I'm afraid this is going to happen many more times with this company. I need to get my money back , Gauranteed rate started all this chaos. Please someone needs to look into this company. I have plenty of documentation to validate the above statements.

  

  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:

  Customer Service Issues

  Status:

  Answered

  More info

  Just purchased a home with Guaranteed Rate as my mortgage company / servicing agent and was told to set up online my auto draft payments for said mortgage. I have email confirmation that on 9/1 that the first draft was to take place but did not happen. I went back and forth with their customer service as to why the draft did not take place only to be told I canceled the draft. GR could not tell me how or when I canceled the draft and my back could not see at any time GR tried to pull a draft. I finally had a one-off payment made over the phone on the 10th of September and was told and got confirmation that on. 10/1 they would automatically draft from my account. I just checked today and they said the auto draft was not in the system and again I revoked payment. Guaranteed Rate can not tell me how I accomplished canceling my auto draft when as on 9/27 I cad verbally spoken to to of their reps that it was good for the first, today. Again, today I was told no draft was in place .

  

  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

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What Has Transpired - Property: ************************************* - Loan # ********* * I initiated a refinance process through your team (**** Del'Marol) on Nov 2. I have worked with **** many times, and have had some good experiences, but two very questionable experiences now (more details below)* On Nov 8th, a RESPA was triggered as this property is an ***. I was told that it is not a problem to do this loan with the property in the *** (email proof attached). In fact, ****** response says it can be taken care of with a grant **** at closing. * We proceed with an appraisal - which in and of itself was a disaster and required me to drive 5 hours to install smoke detectors * I am told by ****** team everything is ready to close pending an appraisal, which comes in. Then the real nightmare begins. All of a sudden there is a laundry list of asks that keep coming back from the underwriter so clearly the proper work was not done ahead of time. Ok fine, I work through it. Eventually the underwriter comes back and says we cannot close on the loan as is because it's an ***, and I will need to be added to the loan to close. This was the exact thing I was promised would not happen * I have not even received a single apology from **** or anyone on his team for the absolute h*** they have put me through on trying to get this loan done. * After canceling, I filed a dispute with my credit card and **** openly lied to them. They told me they agreed with me but could not refund based on the ** agreement language What Is My Ask * We are where we are now, so the loan is done, and I lost the opportunity for my family. Rates are high now. **** is the culprit * I am simply asking the fees be refunded that I paid. Yes, I understand an appraisal was done, but if the team did not blatantly misrepresent that the *** was ok, I would not have moved forward. Just to be 100% clear, this was an outright lie by the team * I paid $800 in appraisal fees plus the application fee

  

  Business response

  04/20/2022

  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 *************
  *******, ** 60613

• Initial Complaint

  04/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted ***************************** Senior Loan Officer https://www.guaranteedrate.com/allysonkreycik **************** ************** ***************************************************************** NMLS ID #****** to do a refinance for my home at ****************************************************************************************. After the initial screening, the loan officer locked my fixed loan rate at *****% for a 15 years loan of $215k. My loan closing date was set as April 8, 2022. I then paid the loan application fee and appraisal fee (the total amount was $725, and please see the attached payment receipt).Before April 5, the office of the loan offer has been in contact with me for various information confirmation, and the office has been telling me that my loan will be closed on April 8 and I will receive the loan check of $215k on this closing day.But on April 6, 2022, the office of the loan officer suddenly denied my loan application and their denial reason was: my income was not large enough to support my loan. I was shocked my their sudden denial just two days before the scheduled closing date (which was April 8). And they refused to refund my already paid (to them) the loan application fee and appraisal fee.Since in my this 5 weeks of loan application process, I completely made no mistakes and their denial of my loan application was completely their call and their mistake/problem. At this sad moment of the denial of my long-term loan application, I completely have no interest to talk to them anymore (to seek their apology), but I need them to refund my $725 application fee and appraisal fee (which I paid on March) ASAP). My this refund request is absolutely reasonable because I am completely innocent in this loan application process. So, please help to request the ***************************** Senior Loan Officer https://www.guaranteedrate.com/allysonkreycik **************** ************** ***************************************************************** NMLS ID #****** to refund my $725 to my credit card ASAP.

  

  Business response

  04/20/2022

  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 ************
  *******,** *****

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This lender was responsible for the creation of our mortgage contract. We purchased a home Oct 19, 2021. Our escrow account was not set up for sufficient funding for year end taxes. The escrow analysis was completed but ignored in the final contract resulting in a major deficiency. Prior home owners had given a credit for the portion of the year they were in the home for taxes, however the contract was not written for that to go to the new escrow. MO does not allow partial/pre-payment of taxes. This resulted in us not being advised to bring enough to closing to have a fully funded escrow. The loan servicer then had to advance us the money to cover taxes, and our house payment after escrow settlement was subject to increase by over $300 a month. The lender was contacted, but took no responsibility. They did not respond to questions about who approved a contract that put only $5xx in escrow when estimated taxes were $3,***. They only wanted to finger point to the title company, because the title company claimed they contacted the lender to advise of the situation, but since it wasn't "in writing" the lender is claiming that contact was never made.

  

  Business response

  04/04/2022

  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

  04/04/2022

   
  Complaint: 16946545
  
  I am rejecting this response because: they still refuse to accept responsibility that they did not take appropriate action as the lender to set up a fully funded escrow. They did not follow CFPB guidelines in setting up our escrow account, and they were not transparent with us. I do not accept "well it meant you didn't have to bring as much to closing" as a reason to accept their poor work. We paid them to write up our contract and establish an escrow that would be funded for year end taxes. They did not do this, and did not advise us to be able to act on their failure before it impacted our monthly mortgage payment.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/13/2022

  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

  Customer response

  04/13/2022

   
  Complaint: 16946545
  
  I am rejecting this response because: the company has not changed any part of their response. That they feel "well you didn't have to bring as much to close" is an okay response. We were set up to be put indebted to the loan servicer and the loan servicer forced to cover our taxes. I expected the lender to have us bring enough to close to fully fund our escrow. If that meant we needed to bring more to close, that is perfectly acceptable. What is not acceptable is the amount that we paid them to handle this closing, only to find out 3 months later that we we not properly set up. It's great that there's no interest on the advance that the servicer had to provide, however my point with this complaint is that the lender DID NOT DO THEIR JOB. They did not earn their fees as we were NOT made aware that our escrow would not only be short, but deficient and we would need to come up with the additional money now. It is a principle completely lost on this business. They did not "save" us anything by handling the closing and initial escrow how they did. They basically pushed it off to fall on us at a time when we weren't expecting it.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/21/2022

  Good afternoon, our response to the borrower's concerns is attached.

*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. ↩