Business Profile

Mortgage Banker

Rate

Headquarters

Complaints

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

Customer Complaints Summary

51 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/20/2022
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.
Guaranteed Rate knowingly failed to comply with material rules that require lenders to maintain quality control programs to prevent and correct underwriting deficiencies and ensure that the underwriting process is free from conflicts of interest. In August, 2022 I was told by a Guaranteed loan officer and received follow up emails that based upon my situation, I qualified for a primary mortgage loan. Thereafter, I put down my ******* money to the seller, paid for an inspection and a variety of other expenses associated with the loan. After supplying them with documents upon documents, I was approved by the underwriters. However, a "few weeks" later after the purchase agreement to refund my ******* money expired, I was informed by Guaranteed that I do not qualify. As a direct result of their incompetence and by misleading me that I was approved, coupled with additional follow up conversations with them, in which they informed me they were going to make it work, I am going to lose all my ******* money. At that point, my only option was that Guaranteed required me to take a different loan at a much higher rate with extra points. Yet, "8" weeks later, the underwriters and the loan officer who previously approved me are refusing to close because they now want a 4th inspection of the house after I supplied them with again, additional documents or photos. I have had to deal with a merry go round of utter stupidity. Once I give them one document, they want another. The sellers have had enough are walking away with my $10,000 because of Guaranteed inability to provide trustworthy, timely and straightforward services. Guaranteed, and their agents have continued to lack "any" transparency, or customer service. I have previously purchase 6 homes and have never endured so many lies, misrepresentation, utter incompetence. and a lack of customer service as I have herein.
Business Response
Date: 10/27/2022
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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 11/09/2022

I reject Guaranteed ****************** or answer to my complaint.

First, Guaranteed Mortgage has failed to accept financial responsibility or culpability for the many financial mistakes they made in processing my loan. Further, Guaranteed Mortgage has failed to accept responsibility or culpability for the total and complete lack of transparency that I relied upon when they process my loan. As such, they have perpetuated a fraud in processing my loan. As a result, Guaranteed Mortgage and their agents knowingly and intentional provided me with false and inaccurate information that created unnecessary and additional expenses upon me.

As an example, I was quoted .04 points, or $1,872. Yet at closing, I was required to pay ***** points for my loan or $9,776. At "no" time did they discuss with me or inform me of the increase of $9,776 until I reviewed the documents the day of closing. Guaranteed Mortgage has throughout the loan process provided false, inaccurate and intentionally deceptive information which continues to create unnecessary expenses for me. As another example, after several days of Guaranteed employees failing to respond to questions on my loan, I was finally informed by Guaranteed Mortgage that I would be finally closing on Friday Oct 24, 2022. Guaranteed Mortgage issued 5 separate closing documents.

On Oct 20, my cash to close was $134,712, on Oct 21, 2022, my cash to close was $138,110, again on Oct 21, 2022, my cash to close was $137,105, on Oct 22, 2022, my cash to close was $134,712 and on Oct 24, 2022, my cash to close was $137,970. Not surprising the closing documents are still inaccurate or wrong. Once again, Guaranteed Mortgage is not merely manipulating the truth but rather the closing documents. As an example, they are attempting to charge me twice for the same items. Additional paperwork can be provided. As a result of Guaranteed Mortgage countless financial mistakes, that has caused me unnecessary expense, they need to be held financially accountable

Sincerely,

*********************
Business Response
Date: 11/17/2022
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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 11/25/2022

Complaint: 18252185

I am rejecting this response because: First, Guaranteed has denied responsibility for providing me with false and inaccurate information that created unnecessary and additional expenses to me. Second, as previously mentioned, I endured approximately 4 different closing on the date of closing, of which none of them are correct. A review of the 4 different closing documents demonstrates that "cash to close" are not simply different but rather incorrect due to their incompetency and neglect.
Moreover, the emails from Guaranteed demonstrate that they required me to pay for a DAIR twice because their third party vendor failed to properly check the house. As a result, I via emailed informed GRI to have send out another vendor because *** was unable to do so in a timely basis, which they told me it was unnecessary, but a week later change their mind. As such, loan was again and again delayed. Third, GRI approved ***************** loan after providing a letter from her employer. *********************, my loan officer from GRI assisted me in obtaining the necessary documents and help me prepared a letter to GRI which was approved by the underwritings. The decision of GRI several weeks later to change their mind was not due to providing them documents, which ********************* reviewed and approved. *** failed to acknowledge that their underwriters agree to the loan.
From September 12, 2022 to October 21, 2022, GRI has manipulated the truth by delaying the closing which has caused me to pay twice for the same items and increase mine the points on my loan from .04 to *****. At the same time has GRI failed to be transparent by demonstrating will I agreed via to incur an increase of points to *****. Where is the paperwork from GRI in which I agree to ***** points? Where is the paperwork from GRI that I agree to be financial responsible for costs to extend the loan? I will forward the necessary attachments. Where is documentation from GRI that I agreed to incur any of additional expenses after the loan was approved on September 12, 2022. I will provide supporting email within the next few days since I am out of state on the holidays.

Sincerely,

*********************
Business Response
Date: 12/14/2022
Hello,

Thank you for providing a follow up to our response. At this time, our stance in the matter remains the same and no further action will be provided.

Thank you,
Initial Complaint
Date:10/20/2022
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.
I was behind in my mortgage so I applied for a ***** with ****** Homeowner Assistance Fund.They approved me in August and Sent them a check for $1682.They sent that check back. That check Caught up my mortgage. The fund sent another check on September 27, 2022 and now they are saying they never received it.I just learned they are transferring my mortgage to another servicer next month.The fund also sent a CFD to servicer to approve payments for the next 6 months. Guaranteed Rate has never approved it. I am trying to get my mortgage caught up and after numerous phone calls, I am getting no help. They say it takes 3 weeks to receive a check. I tried to a Manager but they are never available. This is serious. I need some resolution to my problem. I do not understand why they would send a check back to pay on mortgage. They did not even try to contact me or the person who sent it.Please help!
Business Response
Date: 10/27/2022
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
********************
3940 *************
*******, ** 60613
Initial Complaint
Date:09/15/2022
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.
My wife ***** and I bought a new home. We are both veterans and ***** used her VA loan for the first time. In order to provide the best offer for our new home, we needed to submit with no contingencies. We knew we would have 2 mortgages, albeit, one less than $35,000, and could sell our home quickly. Our primary concern when we bought the house was if we could pay a lump sum on it after we sold our old home. The mortgage ******** **************************** told us we would be able to. We asked several times as this was a concern and were reassured every time it would not be an issue. After we sold our home, we submitted paperwork with Guaranteed Rate as they detailed, and shortly after received a letter (attached) outlining the procedure, and a new mortgage rate adjusted for the lump sum we would send. We promptly sent the required amount, $390,000, and a $300 processing fee as directed. Within a few weeks, we received a letter advising we were unable to recast, as they call it, a VA loan. Hence our surprise and now anger. The company has applied the $390,000 check to our loan amount, but will not adjust the mortgage rate as we were promised and led to believe with the recast. Their resolution now is to offer us a refinance at 6.1% plus closing costs. Our previous rate is ****% and we have already paid closing costs. We don't accept this as our mistake. Neither my wife nor I are mortgage professionals. We expect to receive professional service and advice from the company we paid to prepare and finance our loan. We would not accept anything less than a refund of money owed and a complete refinance of our loan at our previous rate with a monthly mortgage rate that is consistent with the sum owed.
Business Response
Date: 09/23/2022
Hello,

This complaint was also submitted to the State of ********** Office of the Attorney General., which is in the process of being responded to. We ask that the borrower review the official response which will be submitted to the State of ********** Attorney General.

Respectfully,

The Customer Success Team

********************
3940 *************
*******, ** 60613

Customer Answer
Date: 09/26/2022

Complaint: 18033446

I am rejecting this response because: There really is no response to accept. The corporate office simply states the complaint has been forwarded to the ********** Attorney General's office.

Sincerely,

***********************
Business Response
Date: 10/04/2022
Hello,

This complaint was also submitted to the ********** ************************** which has since been responded to.
We ask that the borrower review the official response submitted via the Attorney General's Office.

Respectfully,

The Customer Success Team
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 10/05/2022

Complaint: 18033446

I am rejecting this response because: The business has not made any attempt to resolve this issue.

Sincerely,

***********************
Initial Complaint
Date:09/06/2022
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.
Due to multiple failures by Guaranteed Rate a penalty/late fee totaling $352.92 was charged by my county for late payment of supplemental property taxes.Guaranteed Rate's customer service rep initially did not provide me with accurate information regarding the proper way to request the tax be paid from my escrow account (7/22/22). After calling to check in on 7/28, I sent the signed request as directed. It was not addressed by the tax department as they had evidently closed the ticket, and again I was in no way notified that nothing was being done. I again called to check in on 8/12. The only way I was able to get the issue addressed at all was by speaking to a supervisor who confirmed receipt of all required documents in June and immediately started a new ticket for the payment, which was paid within two days. I am well aware that supplemental taxes are not paid unless there is a special request. I made this request as directed by **** in a timely fashion that should have not incurred additional penalties had it been paid by the beginning of August. To date, the ONLY TIME I have received any response from my emails to Guaranteed Rate has been to deny my claim disputing responsibility for the abovementioned penalty. When I called 9/6 in response to this denial, I was told different things by different reps - by one that they couldn't help me because my loan has just been transferred to a new services, and by the other that I should email them AGAIN. She still had no explanation for why I have not been receiving response emails.
Business Response
Date: 09/16/2022
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
********************
3940 *************
*******, ** 60613
Initial Complaint
Date:08/30/2022
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.
My mortgage is in foreclosure because the loss mitigation department refuses (for 11 months now and going) to process my application. I have given them everything they need. Every piece of paperwork they asked for was given to them at least 3 times each. If my house is foreclosed on I can GUARANTEE guaranteed rate will be sued. I have all the documents I need. WORST EXPERIENCE WITH A MORTGAGE COMPANY EVER.
Business Response
Date: 09/09/2022
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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 09/13/2022

Complaint: 17797840

I am rejecting this response because: The issue has not yet been resolved. Now this the loss mitigation department is asking to conduct an appraisal and wants me to pay for it. Meanwhile the construction loan department has already done an appraisal about 2 months ago. This company has zero communication within it's departments. Truly an awful company with new problems arising everyday. I can write a novel on how many times this company has screwed me over. You guys are the worst.

Sincerely,

*******************************
Business Response
Date: 09/29/2022
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
********************
3940 *************
*******, ** 60613
Initial Complaint
Date:08/13/2022
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.
ALL INFO CAN BE VERIFIED THRU LENDER & CLOSING ATTORNEY'S FILES, PLS REQ In Nov., 2021 we were notified that our monthly house payment was increasing from $1906 to $2208 due to a large shortage in our escrow account. Unexpected, because 2021 property was $6098--only about $159 more than 2020. After backtracking, our loan processor made a ************* escrow account came up very short when the taxes were paid. The new escrow calculation was influenced by 1) the loan processor's mistake, 2) Guaranteed Rate's need for more money in escrow for cushion, and 3) the 2021 tax amount being the estimate for 2022's property taxes. We've made it work, but a $300+ monthly payment has been a hardship that shouldn't have happened. We pay lender fees and expect their work to be correct!Closing on our home took place on June 14th, 2021. Escrow account was set up based on 2020 property tax amount because 2021 tax bills were not released as of our closing. The closing attorney's office, ************* Isle, LLC prepared the lender's title commitment according to the full 2020 tax bill amount, *******. Our loan processor with Guaranteed Rate, ******, did not use the information in the title commitment. Someone on her team pulled up the tax bill online--not realizing that 2020 taxes had TWO bills and were paid in TWO installments--and only used the FIRST tax bill amount of ********. Section G of our Closing Disclosure proves this. Guaranteed Rate's error is the only reason we've had any trouble. Over the past 9+ months, I've spent hours seeking remediation from them. Their position is that our problem is caused just by yearly tax amount changes. I contacted our ****, the lender's servicing ****** sent documentation to the servicer's email account for escrow problems, and requested help from the **** and his supervisor. I've explained the situation and they ignore the facts. I want a refund of the Sec. A & B Lender fees for our ****************** caused by their inaccurate work.
Business Response
Date: 08/22/2022
Hello,

This complaint was also submitted to the ***** which we will also be formally responding to. We ask that the borrower review the official response submitted via the **** when the response becomes available in their portal.

Respectfully,

The Customer Success Team
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 08/23/2022

Complaint: 17712096

I am rejecting this response because:
I have reached out to Guaranteed Rate several times since December, 2021. All this company seems to do is alternate between deferred communication and deflection of any accountability for/resolution of the problem.
This non-response is no different. I have yet to hear any communication from this company that a detailed review of my file has taken place. If such a thing was done, they would see that the loan processor messed up, resulting in a much higher monthly payment for us. Whereas, if the processor had NOT messed up, we would have paid a bit more at closing and a bit more per month, but this escrow account overcorrection resulting in such a higher monthly payment would not have happened.
Poor work at origination, lackadaisical customer care in the middle and unscrupulous company ethos at this stage.

Sincerely,

*****************************-kennel
Business Response
Date: 08/30/2022
Good morning,

Our records reflect we responded to the Banathy's concerns via the ************************************ in a response dated August 24, 2022. The Banathys should login into their account in the **** portal to read the response. No additional concerns have been raised and our position has not changed.

Respectfully,

***************************;
Regulatory Response Analyst
Guaranteed Rate, Inc.
Initial Complaint
Date:08/04/2022
Type:Product Issues
Status:
ResolvedMore 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, In March of 2022, we closed on a property using Guaranteed Rate (GR). GR required a 2nd escrow account becuase the septic system needed to be replaced. In July GR sold the servicing of the loan to Chase. This 2nd escrow account did not transfer to Chase. I have called and spoke with GR several times and they have not been able to locate this second escrow account in the amount of $21,880.80. This escrow account needs to be transferred to Chase so I can get the septic system replaced.
Business Response
Date: 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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 08/12/2022

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
Date:07/28/2022
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.
Hello, I have 2 complaints against Guaranteed Rate. #1 they have a change of mailing address form on their website. No where does it state that wet signatures are required. They refused to accept my digital signatures, which by CA law is acceptable. When I asked to see the policy, they refused to sent it to me. Not very transparent at all. #2 On their payment coupon stub, there is a change of address option. I completed this step, and later was told it was not processed. They supervisor shared with me that it was sent to the incorrect address. Then why the heck do the have an option to request a change of address directly on the payment stub. False information. The lack of customer service from this company is ridiculous!
Business Response
Date: 08/04/2022
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
********************
3940 ************************************************************ ** why here...
Customer Answer
Date: 08/04/2022

Complaint: 17637544

I am rejecting this response because: the company is still looking into my concern. They have NOT responded with a concrete answer.

Sincerely,

***************************
Business Response
Date: 08/09/2022
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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 08/11/2022

Complaint: 17637544

I am rejecting this response because: the company still has not addressed my concern. I am asking them for written or legal documentation that calls out that they do not accept digital signatures. It is a legal form of signature within the ***********.

Sincerely,

***************************
Initial Complaint
Date:07/15/2022
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 have been dealing with this company for over a month now and have run across numerous problems. First, even with proper documentation, speaking with the ********** of ******* Affairs, they are insisting on charging a funding fee even though I have proven I am exempt from such. The consultant **** is in no way knowledgeable in regards to mortgage lending. Has made numerous statements that have proven untrue and then continues to deny such claims. He has failed to disclose certain aspects of the proposed loan. Now that I have turned to another lender they are deliberately slow walking transferring the case number over. They were aware that I was under a time crunch to get this done and now are about to cost me a great deal of money. I have reached out to the VA and even they have sent them a email to transfer but they seem to be ignoring it.
Business Response
Date: 07/21/2022
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
********************
3940 *************
*******, ** 60613
Customer Answer
Date: 07/21/2022

Complaint: 17572246

I am rejecting this response because: Even with or without a cosigner they were attempting to charge a funding fee. Also the holdup WAS NOT due to secondary lender providing wrong id it was ********************** purposely entering the correct id wrong.

Sincerely,

***********************
Business Response
Date: 07/26/2022
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
********************
3940 ************************************************************ ** why here...
Customer Answer
Date: 07/26/2022

Complaint: 17572246

I am rejecting this response because:They are still attempting to deny any wrong doing but here is the email from my new mortgage consultant ****************,

I called guaranteed rate and finally had the transfer completed. The number was put in wrong on their end, go figure.

We should have it transferred now.

Regards,

***********************
Mortgage Professional II-Direct
[

Sincerely,

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

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