Complaints

This profile includes complaints for Rate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rate

  3940 N Ravenswood Ave Chicago, IL 60613-2420

  
• 

  Guaranteed Rate, Inc.

  1002 Lincoln Drive West Suite E Marlton, NJ 08053

• 

  Guaranteed Rate, Inc.

  201 Route 17 north Rutherford, NJ 07070

• 

  Guaranteed Rate, Inc.

  111 Howard Boulevard Suite 211 Mt. Arlington, NJ 07856

• 

  Guaranteed Rate, Inc.

  854 S White Horse Pike Unit 1 Hammonton, NJ 08037

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FM/GUARANTEED RATE Amount:$50289Date:4/11/2025 Acct#************ According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.

  

  Business Response

  Date: 06/11/2025

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

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FM/GUARANTEED RATE Amount:$50097 Date:4/23/2025 Acct#************ According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.

  

  Business Response

  Date: 06/11/2025

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

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FM/GUARANTEED RATE Amount:$50239Date:4/14/2025 Acct#************ According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate.

  

  Business Response

  Date: 06/11/2025

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

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FM/GUARANTEED RATE *** Amount: $45,070Date:3/26/2025 Acct#************ Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.

  

  Business Response

  Date: 05/12/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 21, 2025, I completed an application for a 2nd mortgage with *****************************, ********, MT office.February 3, I was told that my file will go through processing and underwriting and that they may need an appraisal prior to closing. I was fine with this and was told that this would not take long.February 11 ****** is working on the appraisal order and title work. She let me know that she thought we will close before month end. She will have the appraiser call me to schedule for when works best for me. February 19 I still haven't heard from an appraiser. ****** informed me that she called and emailed them. If she doesn't get a response today, she will have it reassigned to someone else. I asked what was the reality of getting this done by the end of the month? She said I think it's good.February 25 I let her know that I have not heard from anyone and how long does this take? She said it is being reassigned and any time now.March 5 I asked if it's gotten any closer to hearing from an appraiser? She responded, Yes..It's assigned and due 3/14. March ************************** to come out and do an appraisal. She said she called and emailed for an update. The appraiser is hired through a management company. They assign it to the appraiser and handle all communication. March 12 They should be calling me, she has escalated it.March 18, 2025 ****** called to let me know, because this has taken so long, that the company has offered to pay for the appraisal.March 24 I let her know that it had been four days since I spoke with her and still haven't heard March 31 I called again, and left a message asking ****** to call me back April 7 I called another branch to see if they could look up my loan information and see where we're at and why it's taking so long to get an appraisal done. She looked up my loan info and couldn't even see an order for an appraisal. I have gone with a different company and was able to get an appraisal ordered in a week.

  

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an overage on my eacrow account. A cheque was issued by the company to me which i did not cash on time. I called them first in January 2024 for a re-issue in January 24 2024 and they told it was re-issued and i will get it in ***** days. When I did not get it after 60 days, I called again on 9th of April ****************************************************************************************************************************************************** another 30 -60 days, after waiting for another 60 days i called again June 13 and requested to speak to a supervisor. She apologized and said she will use an express service to get it out to me in 5 days. Today is June 29 and I did not get any re-issued cheque, making it clear I was just being unethically strung along in the last six months.

  Customer Answer

  Date: 07/03/2024

  Requested support documents added

  

  Business Response

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have requested numerous times to remove my PMI and Guaranteed Rate has refused to send me an application to commence the appraisal process. My home has well over 20% in equity and I have been paying my mortgage on time yet they refuse to remove my PMI. Additionally they still have my account status as being in loss mitigation although I have passed the trail period for my loan modification since February 2023. Last year I had to report Guaranteed rates and their servicer Service MAC to BBB because they tried unjustly to increase my interest rate, claiming I didnt submit the appropriate documentation while in loss mitigation- this was found as false and they honored my initial interest rate. I thank you for your support and hope to find a resolution and reimbursement of my payment for PMI due to the negligence of guaranteed rates

  

  Business Response

  Date: 06/28/2024

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

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21871310
  
  I am rejecting this response because:
  While I appreciate you acknowledging my complaint. You are not offering a solution to my written concerns. I also request my account be adjusted for unnecessary *** payment as your servicer service Mac refused to provide me with an application when i originally requested it in April 2024 - it wasnt until the very day i escalated my complaint to BBB that i received an email with the *** removal application. 
  

  furthermore, my account is still in loss mitigation although I completed all necessary steps and finished the trail period over a year ago. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2024

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

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21871310
  
  I am rejecting this response because: there is no sensitive information included in the correspondence sent to me directly just as there is no resolution. You further validate my concern as you state my original request to remove PMI began September 2023, no correspondence electronic nor physical was received til July 2024, on the very day I informed your representative Id be initiating a BBB. 
  

  the BPO was completed a week ago, is there a decision available. I will like a copy of the completed analysis. 

  I also have not received any correspondence aside from this note that states my loan is out of loss mitigation. I believe theres a whole packet I should be receiving via mail? Or is the one line referencing the loss mitigation status the only confirmation I will receive. 
  

  For consistency, kindly reply on this portal.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was email sent to the Business:To whom it may concern,I would like to inform you of the unethical business practices your business is conducting regarding Loan #*********. It was told from the initial disclosure that my rate was locked in at *****%. ******** told by my loan adviser *************** that the rate was locked. However, Guaranteed date never locked in the loan as shown on the initial disclosure letter. I did not notice as I trusted my financial advisor and let my guard down. My home closing date is tomorrow 4/19, Guaranteed rate issued a new disclosure on April 16 (3 days before closing) and rushed me to sign the disclosure or risk delaying closing. At this time, I did not notice but the rate jumped to 6.99%. Without any verbal heads up the disclosure was pushed and rushed to sign. Also attached are emails that show statements even made that even if the information is incorrect in the document to sign as its just confirming receipt of the document. Another unethical practice. I don't expect any action from this, just to inform you of the nature of the company and poor business ethics. I will be filing a complaint with the BBB. I will never use GR again for future business. I will tell as many people I know not to use them.Best,*****************************

  

  Business Response

  Date: 05/22/2024

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

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21703634
  
  I am rejecting this response because:

  The business response pointed out documentation that was signed that showed the rate was variable and ask for any proof of requesting rate lock.  I dont have proof because all the conversations with there advisors were verbal and not recorded.  I informed that I understand I dont have any proof but I'm not fighting a court case here, I'm simply filing a complaint that I was verbally misled by there advisors.  I was requested to review documents quickly and when I found issues with the documentation  there response was "just sign it we can fix it in next revision so we dont miss mortgage contingency deadlines".  The unethical complaint I am filing is the advisors verbal communication did not match what was put in documentations do sign.  And unless you are very diligently in checking every word in the document you can miss things they changed.  It is lack of communication from the advisors about the process and lack of communication of informing me of changes that happened before the documents were requested to be signed.  The intertest rates were hiked 3 days before closing which made it impossible for me to back out of purchasing the house without breaching contract and getting sued from the seller.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/30/2024

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

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21703634
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All the money out of pocket they had me pay was deemed to be illegal during a consumer credit transaction. I want it all returned to me in a check made out in my name. I want the house i paid for in full reported on my consumer report as paid in full and my title to my house sent to me immediately. The Promissory note was treated as a check / money order as paid in full from the Fed discount window. They illegally had me pay several things out of pocket and then started sending me statements saying i owe a debt collector when book keeping entries proves and the check proves fraud in factum. This company is involved in several violations which i will address publicly and when i submit a review later after our investigation is complete.

  

  Business Response

  Date: 05/17/2024

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

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted guaranteed rate for a loan in august 2023. Im a veteran and was looking for a va loan with my wife. The lender convinced me to a conventional loan instead without my wife. That was a mistake. Then this lender knew I had a lot of cash for this loan so he gave me a higher interest rate then was promised. We agreed to 6.5% but at closing time paperwork said 7%. The lender didnt really explain to me that he gave me a $6000 second mortgage put as a lien on my property. Supposedly this loan was for Down payer assistance which I clearly did not need. I find this company to be misleading and predatory in its practices at least with me and definitely did not lead me towards the best available loan for me and my wife. Never was it explained to either of us that a lien was being placed on our property as a second mortgage, when this clearly was not needed at all. Im very disappointed by this lender and feel taken advantage of as a disabled veteran.

  

  Business Response

  Date: 05/09/2024

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