Report: #1010798

Complaint Review: Guaranteed Rate

  • Submitted: Fri, February 08, 2013
  • Updated: Mon, February 11, 2013
  • Reported By: Colleen — Canandaigua New York United States of America
  • Guaranteed Rate
    6100 Fairview Road
    Internet
    United States of America

Show customers why they should trust your business over your competitors...

Kristine McMahon Pitts in the Guaranteed Rate office at 6100 Fairview Rd Ste 353 Charlotte, NC 28210, was an absolute mess!  It took three months to close this loan on a purchase that was *easy*, handed to her on a platter. She had all of the paperwork needed from day 3, and made a mess of the process week after week until my husband and I had to ask our lawyer to finally intervene to get Kristine's attention.  She lost digital files regularly and we had to resend emails with the attached files biweekly to her.  She never took responsibility for her mistakes, but rather started each re-request for information with "You never sent me" or "I never got" or "I can't find".  She never apologized.  We had to call or email her at least twice a week to remind her of what the bank, the sellers, the lawyers needed from her that week, and her responses were across the board snarky and unprofessional.  Moreover, she couldn't put together a complex sentence, let alone a business paragraph to save her life.  At the closing, there were three lawyers in the room with us, and all were absolutely dumbfounded by Kristine's incompetence, noting that up until the very last day of the closing, the paralegals were dealing with Kristine's inability to comprehend and respond to basic business requests.  Needless to say, all of the closing paperwork was triple checked to make sure there were no last minute mistakes.  Please note that Andrew Miller, her boss, was very little help to us when we begged him to attend to Kristine's mistakes. His response was that underwriting lost the paperwork, not Kristine, OR that the underwriter who had started working on our file was fired, and the new person couldn't find our file in the computer system, OR can we explain and provide documentation for our assets for the 4th, 5th time to satisfy their underwriting requirements.  There's no way to find assistance in the Guaranteed Rate corporate structure if you are stuck with a dud of a mortgage rep like we were, and you will need to get everything in writing, including extension of rate lock,  because the process will drag out beyond their rate lock date.  Make sure you have patient sellers as well - luckily we did, and they did not hassle us at each setback we experienced working with an incompetent group of mortgage officers.  Lastly, and most importantly. have a good lawyer on hand.  It took our lawyer to get Guaranteed Rate's attention and finally wrap up a loan, down to the wire.  Stay away from Guaranteed Rate - read other reviews. Our experience was, unfortunately, not uncommon, and I wish we had read reviews before committing ourselves to their incompetence,
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This report was posted on Ripoff Report on 02/08/2013 07:45 AM and is a permanent record located here: http://www.ripoffreport.com/reports/guaranteed-rate/internet/guaranteed-rate-worst-attitude-zero-customer-service-internet-1010798. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#1 Author of original report

Response From Guaranteed Rate as Useless as Expected

AUTHOR: Colleen - (United States of America)

Yes, Steve Carter, I spoke with John, who offered me an apology.  When I asked what he could specifically do to "make things right" as you offered in your response to my complaint, he stated that he could just offer the apology.  Sadly, an apology this late in the game is useless.  I reached out for help over the last three moths and received nothing in response form the company except more run around and excuses.  To get an answer NOW is disingenuous. I stand by my original complaint.
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#2 UPDATE Employee

Let us make this right

AUTHOR: SteveCarter - (United States of America)

My name is Steve Carter and Im the vice president of client satisfaction. I know my team has been in touch with you over this issue, but I want to reach out as well to sincerely apologize for the experience you had with us.

I can assure you that what you experienced is not the way we do business. We take pride in our track record -- we've consistently maintained a 96% customer satisfaction rating -- and we want to rectify the situation with you as well as our employees you worked with so any mistakes we made on our end are not repeated.

We'd like to talk further with you about your experience, so please reach out to John, our client relations specialist, who has contacted you already. Or you can call me directly at 773-290-0073. Thank you. 
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