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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has delayed closing on our home 3 weeks and counting. We have been given the run around from the manager, *************************, and cannot get answers as to why we have not closed. They wait until PAST the last minute to update you. We are trying to sell our home and purchase a new one. The buyer in our case is using this company and gotten the same run around issues. We are the seller of a home just trying to get paid and purchase a new home. This is causing issue after issue with the purchase of our new home. I've left voicemails for the Regional manager as well, ***********************. I have called another location, no one seems to know what to tell me but keep passing me along to others. Here is the timeline below:1. Set date to close August 6th, was not updated until the evening of 8/6 that there was issue, pushed date to August 9th.2. August 9th, no word from company but that it was still in process. Evening of 9th was told the appraisal was not correct, new appraiser would come on 8/10 to re-inspect.3. August 12th, company confirmed appraiser went but they do not have report.4. August 15th, told at 5:00pm CST that appraiser was unable to complete report due to no power or running water at the house. We scrambled to get it turned back on 8/16.5. August 18th, appraiser returns to complete report.6. August 19th, told we would close on this day, but nothing from company again until 5:00pm that they just got everything processed and underwriting would have this completed in the morning. Was told this would be RUSHED and top priority.7. August 20th, TODAY, no word from the company, left voicemails, called office, no return calls or text to us on where the status of the loan is in process.3 weeks and NOTHING from this company. They like to s**** sellers and buyers who have been waiting almost a month now.
Business response
08/28/2024
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 complainant.
Respectfully,
The Customer Success Team
********************** Rate, Inc.
********************************************************Initial Complaint
02/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was sold a mortgage that grossly under funded my escrow account. Although the closing documents reflected an accurate tax estimate this was not figured into my mortgage. When I received my tax bill for 2023 my mortgage was doubled due to this error by the lender.Business response
02/12/2024
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
********************** Rate, Inc.
*************************************************************Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
********************************* has been harassing us via email and mail for the past year or more, we have reached out left voice mails, "unsubscribed" to all emails, but this continues and its extremely annoying. The reason we did not want to work with him is his poor customer service and lack of attention to customers, and now we get incessant "pre-qualification" emails that we have never signed up for, and have continuously unsubscribed from. We have sent emails requesting the deletion of our email from his list but it wont stop.Business response
11/16/2023
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
********************** Rate, Inc.
*************************************************************Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home through *** in April. We were instructed and given guidelines by *** on what we had to purchase in insurance/flood insurance to be qualified for the loan. We obtained the adequate amount of homeowners AND flood insurance ( again as directed BY ***) and the loan was approved and processed. Since then Ive received threatening letters from *** that we do not have enough flood insurance. I immediately emailed the *** team and 5 different agents assured me that we did indeed have adequate coverage. Ive emailed and called at least 15 times to resolve this and now I find out they took ANOTHER insurance policy out and took the premium out of my escrow! *** agents told me that this was a mistake and theyd take care of it. As of now its not been taken care of.there is NO direct line to ***s insurance department and I keep getting the run around. I have email chains a mile long. They have the absolute worst communication system. The left hand does not know what the right is doing and Im angry and frustrated.Business response
07/06/2023
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.
*************************************************************Customer response
07/07/2023
Complaint: 20237896
I am rejecting this response because:I have sent NUMEROUS emails and attempted to call the person that was supposed to be ASSIGNED to my case. NOT ONE return call or email. ONLY the automated response. BESIDES this the person we were working with at GRA informed us that she was PULLED from helping us out because and I quote "YOU WENT AND REPORTED US TO THE BBB" This is completely unacceptable behavior from the company. Nobody has tried to resolve the issue NOBODY. And they have the audacity to say that they are investigating the report still??? HOW??? YOU DIDN'T EVEN SPEAK TO ME!!!!! I have the email from the woman that was trying to resolve this RIDICULOUS issue that should have been taken care of months ago!!! If they REALLY are working on it why ignore my calls and texts and emails??? I want resolution NOW
Sincerely,
***********************************Business response
07/18/2023
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
********************** Rate, Inc.
*************************************************************Customer response
07/19/2023
Complaint: 20237896
I am rejecting this response because:
GRA did not investigate my complaint and failed to reimburse us. They continue to harass me about my flood insurance which was pre approved by GRA. Their own people stated to me that our insurance was suffice and we need not worry. This company is horrible with follow through and their employees express distain towards the insurance department stating that they dont know what they are doing. Guess what!? They were correct this company has terrible customer service and are SO SLOW that folks run out of time and money trying to get the, to do anything. I will probably have to seek counsel
Sincerely,
***********************************Business response
07/28/2023
Tell us why here...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.
*************************************************************Customer response
07/31/2023
Complaint: 20237896
I am rejecting this response because:
The company did not resolve the issue. They gave us another run around about the lies we were told when we got the mortgage. Nobody at GRA knows what they are doing and they certainly do not communicate. Even after everything they want done is completed they still cant get out of their own way. Still have not gotten our $ FULLY refunded to our escrow. Looking forward to them selling our account so as not to ever have to deal with them again.
Sincerely,
***********************************Initial Complaint
04/19/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Good evening,As a disabled veteran attempting to purchase my first home after leaving the ************ I lost a loan and home due to several individuals within Guaranteed Rate Affinity not doing their job. I had a home, pre- qualified for up to $310,000 on February 8, 2023 by GRA and they had in hand my contract to the sellers via Coldwell Banker on that same day. The contract stipulated that within 30 days I would have to have confirmation of loan approval and a known closing date of Mar 20, 2023. The underwriting process did not start until Mar 16, 2023 in which my loan denial letter was produced and my escrow was lost to the sellers. GRA was less than helpful, they took my $250 fee, my $600 VA Home Appraisal Fee, as well as made me spend $250 for a WDO inspection, $300 for a home inspection as well, but did not refund any of my investments. *** lost the loan because of their ineptitude of starting the process soon enough to fix any issues. This is a bad practice, created and continues to cause stress, yet they are ignoring any requests I have for reimbursement due to their neglect. My escrow was $1000. Below are the individuals that lied to me, stole my money, lost my escrow, and deny any efforts to work with me:*********************, NMLS# ****** ***************************, NMLS# ******* ***********************, Loan Coordinator w/GRA *************************, **************** w/GRA I will provide email correspondence and supporting documents as needed.Business response
04/27/2023
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
********************** Rate, Inc.
***************************************************************** ** why here...Customer response
05/03/2023
Complaint: 19958866
I am rejecting this response because:Loan Denial Letter delayed so long we lost the ability to negotiate and get other means of financing.
Escrow was lost due to severe delay in GRA processing despite knowing the timeline.
Sincerely,
*************************Business response
05/11/2023
Thank you for providing us with the opportunity to respond to the additional information provided. No new information was provided that would change the outcome of our previous research and our position remains the same.Customer response
05/12/2023
Complaint: 19958866
I am rejecting this response because:1. Inadequate and untimely response to process my loan resulting in loss of funds.
2. Liars. You do not uphold any customer support or help. You allowed me to lose my home because of your own miscommunication and lack of involvement with the process.
3. I paid $250 for your services and you did nothing to provide me positive results.
Sincerely,
*************************Initial Complaint
03/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This Business is implying it is connected with Guaranteed Rate Affinity LLC, who holds our VA Mortgage. (Notice Attached). They have sent several notices (By Postal Mail) since we closed on our home on February 3, 2023.We believe this "Business" is trying to scam the Elderly/Veterans out of money!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 nature of the information included, we have emailed our formal response directly to the borrower.
Respectfully,
The Customer Success Team
********************** Rate, Inc.
*******************************
*******, ** 60613Initial Complaint
03/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The business in question has lost money that we paid to them for our January mortgage payment on January 12th in the amount of $1574.86. The business claims to have returned the money to our account on January 24th. We have spoken with our bank and sent them bank statements showing that the money was not returned. We have been ignored and told there is nothing they (Guaranteed Rate Affinity) can or will do. We have also been charged multiple return fees that were unnecessary through out the month of January and February.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
********************** Rate, Inc.
*******************************
*******, ** 60613Initial Complaint
03/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 10/24/2022 I called my mortgage company ( Guranteed Rate) regarding a county tax bill I received in the mail. I talked with ******** in the tax department at 4:30 pm who assured me that she was aware of the tax statements and there was enough money in my account to pay all my taxes, and Guaranteed Rate will pay the county taxes by the January 31, 2023 deadline. In December 2022, I received a notice from Guaranteed Rate statiing my loan was being sold to Chase Mortage, starting date of Feburary 1, 2023. There was nothing in the letter about not paying to counny taxes. On 2/22/2023 I called Guaranteed Rate and was told there was no record my taxes being paid before the loan was sold. That same day I called both county tax offices as was told my taxes were not paid as yet. I then called ***** and they suggusted I pay the taxes to prevent any further fees. I paid the taxes on 2/22/2023 and called back Guaranteed Rate and talked with ****** in the tax department at 11:14 am to discussed getting the interest and fees reimbursed back to me. ****** told me to send copies of the paid online tax receipts, and to call back on March 9th to check on the progress of our discussion. On March 9th I called back Guaranteed Rate and talked with ***** at 11:00 am. He told my the case was closed because there was no money in my account, and to get the reimbursement from my current mortage co. I told him it was ********* Rates responsibily to pay the interest and fees. He agreed it was Gurananteed Rates responbility to pay the taxes, but since the case was closed and no money in the account nothing can be done. The reinburment for the interest are $42.96 for the ********* ***************** and $122.44 from Comal ***************** a total of $165.40.My Guuranteed Rate loan number is **********.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
********************** Rate, Inc.
*************************************************************Customer response
03/21/2023
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
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Do not ever go to ***************************** she cant get anything straight for you! The organization is terrible. I mad 72k, 87k and 105k, but her teams cant even get someone qualified for a mortagage. After all the w2s, ****s and self employment income period! Do not use this company! This lady needs fired!Business response
03/07/2023
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
********************** Rate, Inc.
3940 *************
*******, ** 60613Customer response
03/07/2023
Complaint: 19514893
I am rejecting this response because:
Sincerely,
*************************************Initial Complaint
01/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The loan ******** ****************** and *** *****, are a disorganized team and do not Communicate effectively. Due to this, ultimately, my credit was pulled without my consent for a mortgage product that I had never once mentioned. I first spoke to ***, requesting information on a 203k loan. He then referred me to their 203k specialist (****). **** and I then spoke for an hour **************** of the depths of the 203k loan, I asked that we continue the process. I later got a call from *** after hours, saying my application was incomplete(If there was a question of completeness of the application or the product type, why pull the report before clarifying as well as the lack of income that something a debt to income ratio wouldve told you before you pulling my credit). Still, by this time, my credit was already pulled, but for a single-family home using a VA loan that I did NOT mention, not ONCE, during any duration of the call with **** or ***. *** then told me how my monthly income was inadequate (net income of over **** monthly), and I was all over the place when I said I also wanted to use projected rent from the multi-family to help qualify (which **** and I had discussed). This phone call was obscene and unprofessional because he then mentioned how he and **** were off for the rest of the day as if I had called him after hours. This morning I received an email from **** about how he can only qualify me for a purchase of 150k, which is nearly half the other loan I applied for during this period, with the rates being as high as 7. No pre-approval letter nor a copy of my report, just a sloppy email. Stay clear of these loan officer!**** ***** ******* ******************* NMLS ID #****** That work at Guaranteed Rate NMLS License #************************************************************************Business response
01/12/2023
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
********************** Rate, Inc.
3940 *************
*******, ** 60613Customer response
01/13/2023
Complaint: 18689252
I am rejecting this response because the information provided via email was insufficient.
Sincerely,
********Business response
01/19/2023
Good morning,
As previously advised in our response to ****************** on January 12, 2023, the credit pull associated with his loan application is valid and he was provided with a copy of the authorization form he signed. Our response has not changed and there is no additional information to provide at this time.
Respectfully,
*****************************
Regulatory Response Analyst
Guaranteed Rate, Inc.
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Customer Complaints Summary
33 total complaints in the last 3 years.
3 complaints closed in the last 12 months.