Guaranteed Rate Military Cutoff Rd, Wilmington

Guaranteed Rate Reviews

• D

  Devin Sprinkle
  5

  I highly recommend Guaranteed Rate, Adam Slack and his team. They were very detailed in instructions, explained the process along the way, and were very timely with communication when I had questions. They completed all paperwork quickly and had me all wrapped up earlier than closing. They made my home buying experience extremely pleasant. High five and great job guys!

• J

  Jarod Blakeman
  1

  After reading through these reviews, I'm sure that the local realtors around here are getting kickbacks or some sort of profit share with GR. Our realtor recommended Patty Davis for our home loan in 2019 and we will never work with GR or our local Century21 Agency again. While I understand that the position in which my wife and I were in at the time was definitely less than ideal for getting a home loan (very little available for down payment and poor to fair credit), we completed every document pull and financial discovery request and were constantly told different things. At one point we were given that we'd only need $700 to close; then it would be another number from another GR representative a few days later. When we were finally able to close, we were told less than a week before the closing date that we had to have a buffer of 2 months worth of mortgage payments in our accounts to get approved. We were able to make this happen and then the day of the closing we were told TWO HOURS prior to closing that we needed a cashier's check so that involved an hour drive to and from Wilmington (from Holly Ridge) to get this from my bank. The worst part is that before things even got to their worst, Patty wanted to push us off on another lender to avoid a bad review. After speaking with some other people in person who had similar issues with the company and the plethora of negative reviews, I decided to go ahead and share our experience now that we no longer have any dealings with this company.

  Response from the owner

  We apologize you've had this experience with Guaranteed Rate Jarod. Should you want to speak with a representative in our Customer Care department about this, please do not hesitate to call, 77-328-6467. Thank you-Customer Care.

• G

  Gmail Gmail
  2

  I had one middling experience and one largely negative experience with guaranteed rate. The first concerned an original home purchase. The purchase went through with only minor hiccups. Most of the staff were friendly, professional, and polite. Adam and Kristen are particularly helpful. I had significant trouble with one associate (initials AM). I struggled to get this associate to reply to emails or to acknowledge receipt of emails. Fortunately, the closing went through on time. Unfortunately, guaranteed rate has lost the insurance verification that i provided with closing. After an initial notification that they did not have the insurance (keep in mind you cannot close on the house without the insurance), we sent verification through email and they acknowledged receipt. In addition, we called and left a message containing the wind and hail policy number. Today I received a second notification that guaranteed rate did not have insurance verification on the home and has threatened to purchase insurance for us at twice the original cost. I cancelled a second closing on a refi with guaranteed rate because there were too many hiccups. First, there was a basic misunderstanding of the seasoning/maturation period required for a VA IRRL resulting in a six month delay of the refinance. Second, there were multiple failures in communication, notably a failure to confirm receipt of essential information via email. Third, there were a number of last minute requests for documents and information. Although I was hesitant to execute a second closing, the local leadership reminded me that this was a good deal and that his team put a significant number of hours in preparation for the closing. Fourth, and finally, we were scheduled to close on a Monday evening. After waiting for two hours my wife and I figured that the notary was not going to appear to execute the closing. I called Kristen at guaranteed rate to inform her of the issue. I did not hear from her until about two days later. She apologized that the notary failed to appear and asked to reschedule. I declined, saying there were too many issues at this point and offered to discuss the issues so that they would know the why. I never heard back. I did not experience these issues with previous mortgage companies and have not had the experience in re-doing the current refinance. Some of the employees are helpful, some are not. Ultimately the deal fell through because of a lack in basic professional courtesy.

• A

  Amber B
  1

  I would give Guaranteed Rate NEGATIVE stars if possible. The entire communication during the home buying process was a complete mess. Either my emails were completely ignored or there were so many people involved it was hard to keep straight who was doing what. When I raised questions to the main consultant Amanda, I was told on several occasions to “trust the process my team knows what they’re doing.” I am an informed consumer. I like to know every step of each process along the way because the more I know, the less surprise factor I have to deal with. When my first mortgage payment was due, I was sent the statement of what was owed that month and it was wrong. So emailed the GR consultant that I worked with. She confirmed the rate that I was given on my closing disclosure (different from the first statement). We pay our mortgage online and even the online database showed the wrong amount. It took almost a week to get this corrected so I could finally make my mortgage payment in the correct amount. They had “no idea” how this could happen. 7 months after the purchase of my home, I got a threatening letter from the county indicating they never received payment for property tax and gave me an unrealistic deadline of when the payment needed to be received. They threaten to announce in the newspaper, garnish wages, and even seize my property! When we were in the buying process, we were told that 1 year of taxes needed to be prepaid and that’s what we thought we did. So imagine my horror and surprise when I read the county’s letter. The previous owners didn’t pay their part of the taxes for the time they owned the house (6mo for that year) either. It took me 6 phone calls to get a human on the phone with GR because the original consultant no longer works there and I couldn’t find the right number to call. No one provided me a direct number for them so each time I called back I got a new person and I had to explain the whole thing over again. It was excruciating. A couple reps explained that taxes were collected in escrow but couldn’t help me directly. Another told me taxes weren’t collected. Someone mentioned two months collected at closing. Nothing consistent. Two reps I spoke with were very nonchalant about how I can make the payment to the county. My options were to pay the due taxes out of pocket or pull from my escrow account which would make my mortgage payments increase for a year. Neither option worked for me. This was not my mistake, yet I have to pay for it. So sticking to their shady business of just ignoring important communication, here we are still waiting for a reply from the last rep assigned to my case. GR never collected the proper amount of taxes at closing which resulted in us having to come up with 10 months of overdue taxes in 20 days or we get slandered publicly for failing to pay them. No one at GR has taken responsibility/ admitted fault or apologized. I (the consumer) should have caught the mistake on the closing disclosure (first time home buyer, that document is confusing) before signing. This passed through so many hands at GR and the attorneys office and NO PROFESSIONAL caught it. How was that my responsibility to be sure the pros were doing their job to be sure I didn’t get screwed in the end? As soon as we can afford to refinance, we will be high tailing it out of GR and I will be sure every person I know who is looking to buy a house steers clear of this incompetent company. This was such an epic mess up that even my real estate agency (a well known, nation wide company) will no longer support them either.

• J

  Jessica Wells
  1

  I had an awful experience with Guaranteed Rate. I worked with Patty Davis and consistently had communication issues. I also found several errors made in quotes and estimates. Insurance requirements for my loan type were not communicated to me or my insurance company and taxes on the property were incorrectly estimated by Patty from Day 1, causing me to find out just days before closing that the mortgage payment estimate I had been counting on since the beginning was at least $50 lower than my actual payment. My lawyer’s office also had trouble communicating with the mortgage company’s closers, so I did not receive a closing disclosure until 18 hours to closing. Closing costs were much higher than estimated, but due to the late disclosure, there was no time to sort it out. I was promised a gift card for my trouble and have not received it (more than a month later) and have been told that I need to “speak with the mail carrier.” I did not feel that Guaranteed Rate was interested in making this home-buying experience a positive one.

• M

  Mike Wiles
  5

  Adam Slack is by far the most patient, thorough, detailed, available mortgage lender rep I have worked with. He has put up with myself for 4 applications and only signing 1 of them. He will provide you with several options and take as much time as you need to understand them all. He will give you pros and cons of all of your options and recommend why one option might be better for your situation. I hope to work with Adam and team in the future when we WILL move again. Thank you Adam and team!

• B

  Bryan Conklin
  2

  I was very happy with this company the first time we used them (Adam) to buy our second home. When rates lowered we contacted Adam again to have Guaranteed Rate refinance our home for a better rate. Their communication is absolutely horrible. I can not get him to call me back or return my emails for weeks now. I have recommended this company to several friends and will no longer do so. I would suggest contacting someone else for your mortgage. We started this Refi on April 7th and were told that we would close the first week of June. It is now almost the last week in July and nothing but crickets from them. This after jumping through all the hoops they asked us to. All this for nothing is very frustrating.

• L

  Laura Smith
  1

  Worst experience with a refinance ever. Here goes: We started this process on April 8, 2020 - I had recently found out I was pregnant and we decided to move forward and get this completed before the baby arrives and while interest rates were low. Who knew I would be able to literally make a human and birth the said human BEFORE my refinance is completed?! Here we are September 15, 2020 and I still have no idea when we will close. But baby girl made her arrival on September 4th. I send multiple emails a week with no replies. I have had to provide updated information for everything (INCLUDING having to do ANOTHER reappraisal because the first one expired. That’s how long this is taking). This second appraisal was also 2 days before I delivered my baby. So naturally it was not the relaxation needed before a new baby arrives on scene. The delay was “blamed” on the fact that we also bought a new car in August (so 5 months into our refinance). Which required new credit checks, etc. To refute this, I reminded them of the SEVERAL emails I mentioned we would also be looking into a new car while deals are great. Never heard back. This was back in June. I gave them 2 months to get it together (losing plenty of good deals on cars in the meantime) until finally, my family proceeded with the purchase of a new - to us - car on August 3, 2020. This should have been completed well before August. But here we are in September with still nothing. Honestly only posting this review right now instead of after the process in hopes that it will get SOMEONE’s attention there in the Wilmington office to reply to my communication attempts or - better yet - finish this damn process. I have been in touch with several other mortgage companies who are beyond appalled at the treatment and we have let Guaranteed Rate know that if this isn’t done before the end of September, we are pulling the loan. Should have done it a lot sooner. Pathetic.

• H

  H.O. Lyne
  1

  I would give this company negative stars if possible. Please do not use this company. We started a refinance on June 23rd. We were quick with everything they requested and we have excellent credit. The appraisal did not happen until August. We were "clear to close" three times with three hard inquiry hits on our credit. No one could give us a straight answer. They even had a notary scheduled to come out and the night before called to say it was still in "underwriting' even though we were told we were "cleared to close" The regional manager would seem to be concerned but then with follow up calls he didn't remember ever talking to us. We just pulled the loan last week December 10 (yes we started June 23rd) We were given multiple excuses. Matthew Crawford was great but his hands were tied. He seemed as frustrated as we are. To top it all off, we pulled the loan last week and today at three p.m. received an e-mail that the "appraisal" would be done today at eleven a.m. The appraisal was done in August so we honestly feel this company has no communication skills. We are out the appraisal cost and their application fee, but we are working to be reimbursed. We have bought and sold many times with only a hiccup here and there (of course with other lenders) Please take your business somewhere else. Within twelve hours of this review going up we received a formal letter in a PDF file from Guaranteed Rate stating that as of 12/17/2020 they had approved our loan and we did not accept their mortgage!! Remember we started this in June. We pulled the loan on December 10th because no one could tell us where we stood except for "waiting". Then after getting no response from Regional manager we posted a review to hopefully save people some frustration. Within twelve hours after the review we get a letter stating we turned down their loan. Unexplainable. This is my first negative review ever written and that should stand for the immense frustration with this company.

  Response from the owner

  Thank you for taking the time to submit this review. We would appreciate the opportunity to speak with you to learn more about this situation. Please give us a call at your earliest convenience, so we might better look into this. We can be reached at (773) 328-6467. Thanks again for bringing this to our attention. -Customer Care

• S

  Steven Seigler
  1

  I contacted Amanda, and commented that I needed to VA refinance and wanted to get three quotes because I did want the best price. And that I was ready to fill out her form in order to wait for the Fed to lower rates which I expected in a week. And after a week of calling texting and trying to visit her she finally emailed me and said the following; “We are all overwhelmed at the moment. I am focusing on the clients that I have helped for many years that are serious about moving forward with Guaranteed Rate. For those that mention to me about shopping lenders and haven’t filled out the application will have to wait until the rest that are serious about a refinance are taken care of at this time.” Well I was serious Amanda, honest too, and I would not get a loan with your company now if you gave it to me for free!! This is how Guaranteed Rate treats Veterans...