Greg Knapp

Review of Guaranteed Rate

On May 9, 2020 I began my REFI/Cash Out with Steph...

On May 9, 2020 I began my REFI/Cash Out with Stephanie Glover. Application was completed by May 10. After 4 months and 2 weeks I closed, but not until I went through hell with them. I chose them because of the glowing reviews of great service, always in communication with the client. All of that is false. The first two weeks went great, then SILENCE. I had to leave untold VM and EM to get any response. And I find out that Stephanie had been promoted and my loan was reassigned, and it fell between the cracks. OK, fine, now we're back on track. But then the same thing happened again. In late May I was given pre-closing docs. And then SILENCE. I ended going to the Director of Online Lending and that then things happened in fits and starts. The rate lock was extended so many times I lost count. I got requests for new statements, because the old ones were out of date, not one, but twice. Three times we had to get payoff amounts, again due to delays after delays. By now it was after Labor Day wouldn't come close to describe how I feel right now. Again I had a short series of emails with the Director of Online Lending and in his final email he wrote "I am attempting to assist you. The response I have given you is what I have been given. Moving forward please communicate with your loan officer." Now I'm furious and I pulled out all stops. I went on LinkedIn and connected with their CEO and other executives. Then I went on their corporate website and I emailed most of the Executive Committee. I received a response with in 45 minutes, action in less than 2 hours. And we closed 4 days later.