Complaints

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

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• 

  Guaranteed Rate Affinity, LLC

  1800 W Larchmont Ave Chicago, IL 60613-2448

  
• 

  Guaranteed Rate Affinity, LLC

  191 Main St Ste 2 Chester, NJ 07930-2597

• 

  Guaranteed Rate Affinity

  4458 Legendary Dr Ste 100 Destin, FL 32541-6302

• 

  Guaranteed Rate Affinity

  38 Village Sq Baltimore, MD 21210-1610

• 

  Guaranteed Rate Affinity

  808 S Broadway Baltimore, MD 21231-3408

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:07/10/2025

  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.

  In April 2025, went under contract of a house with Rate as my mortgage company. Would not be closing on the new house until the beginning of June 2025. My significant other and I did everything they requested and even checked in every couple of weeks to ensure we would close on time. Each time we got told everything is on track and we are still good to close early June. 5 days before closing, my significant other and I received an email stating that if we wanted to close on time we needed to take him off the loan or complete different applications because we are married and we both have veteran benefits. We took him off the loan. I followed up within the next couple days to ensure we were good to close and they informed me then that we could close on time because they had to wait 7 days after disclosure. I informed them that because they failed to do their job correctly from the beginning, I was now going to be out of pocket more for a U-Haul, place to stay and boarding of the dog. I asked for compensation and got ignored. Asked to speak to a supervisor and got told no. I escalated issues higher than my team with no call back 5 times. I was lied to and then called a liar by loan officer. I was told my loan was staying in house, now they are selling my loan. 9 days after I was supposed to close with hardly any communication (I sent emails almost every day) got cleared to close. At closing, Rate didnt have all the paperwork correct and had the county that I live in incorrect and I was at closing for 3hrs. It is said that a supervisor wouldnt call and speak to me about my experience or compensating me as I had to spend close to $1700 extra for their mistake. Oh also, because I couldnt close on time, I didnt have access to the money I made off the sale of the other house as it was with the closing attorney. Overall, dealing with Rate was a horrible experience and I would never recommend them to anyone.

  

  Business Response

  Date: 07/23/2025

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

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23579562
  
  I am rejecting this response because:
  They are not taking any responsibility for their actions and are placing the blame on others. This company dropped the ball when it came to the servicing of my loan and they need to held accountable.  I was not informed that the loan wouldnt be processed due to employment contingencies until 5 days before I was to close on the house. If I was informed earlier I would have made arrangements to have it completed ahead of time. Multiple inquiries were made during the process to see if myself or my co-borrower needed to do anything else and they said we were good until 5 days before closing. As a customer, we did everything we could to meet their needs with the information we had. It is not our fault that they failed to give us all the information we needed. This is on them and not on us and need to held accountable. 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/28/2025

  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:07/01/2025

  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.

  I have an hard inquiry on my credit report that I did not create .. It's inaccurate and fraudulent information that's needs to be removed immediately

  

  Business Response

  Date: 07/15/2025

  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,
  Client Experience
  Guaranteed **********
  ********************************************************

• Initial Complaint

  Date:06/01/2025

  Type:Order 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 am purchasing a home and RATE is the lender. We were supposed to close on or before April 18, 2025. My co-signer did not complete a task, which he did not know he was to complete, so we were not able to close on time. The closing date was moved to Monday, April 21. However, the lawyer did not accept the closing documents (CD) signed due to the word "preview" present on the actual CD. The lender did not finalize the documents, so they were invalid. Monday afternoon, the closing was moved to Tuesday since the lender did not provide valid documents. However, an employee of the lender did not lock in the APR rate on Friday, as she was supposed to, and the APR increased, which mandated the 3 day hold (federal law), moving it to Thursday. Since we did not close on the original date, my co-signer had to take 2 days off of work so he could be present at the new closing(s) dates. Additionally, we had to get a power of attorney ($250) so my mother could sign for me as I am a college student and could not continue missing classes as the dates changed. However, my mother did speak with ***** ******, the manager of the ledning firm, and he told us he would make things right and would reimburse costs, including a POA so we could close Thursday. However, the next day he told us that if we used the **** it would further delay the closing to April 30, so I had to miss class in order to close. We were also forced to secure a temporary storage unit and utilize movers to move furniture out of our house since we were not able to close on the property and gain access to the house at the previously agreed upon time. There were several instances that ***** demanded documents to be signed by midnight that were not available in the Rate app. We were told to continue checking throughout the day and were even emailed a form at 10:30 pm that was due by midnight. We are requesting lost wages, POA refund, moving costs, and the difference between the original APR and the current APR impact.

  

  Business Response

  Date: 06/13/2025

  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:04/02/2025

  Type:Order 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 bought a house and closed 8/6/2024. As part of my closing, I paid the full amount for my annual home owner insurance premium. The title company confirmed this, and it was on my closing ************* forward a month or so, and Rate notified me via physical letter that they paid Travelers a second time on accident, so I should expect to receive a check for ~$2,700 (the insurance premium amount) from Travelers and to deposit it in my escrow account to avoid shortage. This occurred at the same time my loan was sold to Chase.I threw the letter away because it seemed normal enough--people make mistakes--and received the check as communicated. Then shortly after, Rate came back to me via email saying Travelers messed up, that Travelers should have sent the check to Rate and not me. This is where via email and phone call they began harassing me and demanding I remit $2,700 to them.I reached out to my mortgage broker, **** ****** of OriginPoint in ********, for clarification. This was November 2024. I had very valid fraud concerns and didn't want to get scammed. After all, Rate told me via a letter in the mail to deposit the funds back in my escrow account.**** ghosted me, and countless times now I have asked Rate to please provide escrow transaction history to prove the $2,700 wasn't taken from my account so I have evidence they are due $2,700. I didn't make one mortgage payment to Rate bc my loan was sold immediately after closing, so I can't access any information online. Rate still hasn't furnished the requested information and is now threatening legal action if I don't return this money that they assert belongs to them. I apparently have until 5/1/2025 to pay them or they'll take legal action.I'm being cooperative and communicative. To request adequate proof to verify the validity of their demand, which contradicts their original communication, is extremely reasonable. Especially when cyber scams are so prevalent, their behavior is suspect at best.

  

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:02/25/2025

  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.

  I applied for mortgage with a company that lead me to believe they were able to assist in getting a home is had chosen. It started in October and still come January they just basically ghost me. Myself, my realtor and the seller of my property reach out numerous times throughout the process and it was hard to get a response from them. It would take days sometimes weeks to get a response and we were told everything was looking good. The company never has the courtesy to tell me that I may need to get a different home or anything. I ended up losing money, time and the home I wanted because of their lack of communication and false assumptions that they could get me closed on the home. They also had me to pay upfront fees that usually is paid at closing. And run things thru my credit due to they claim i needed to refinance my car. But new lender said i didn't and all i needed was to negotiate price. We went though the entire process of the loan up to them eventually provide a closing date after blowing up emails and phone calls only for them to stop responding and basically ghost me. The seller tried again until after I lost the home I was referred to another lender to provide me with a new home. So I ended up losing $875, the home and ******* money of $500. I contact the company and they were nonchalant about refunding me or even the issue. They were unprofessional and due to the lack of communication cause me a lot.

  

  Business Response

  Date: 03/11/2025

  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

  Rate

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22988689
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/07/2025

  Type:Order 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.

  **************** transferred loan and said to pay new provider on January 1, 2025. This provider proceeded to still auto draft a payment after telling me to pay the new provider.

  

  Business Response

  Date: 01/21/2025

  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 CFPB. 

  
  Respectfully,

  
  The Customer Success Team
  ********************** **********
  ******************
  *******, IL 60613

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  I've attempted setting up my auto draft for the new mortgage, but GRA still has the old mortgage in system, but not new one. They never call back when you use the Autocall back service. If you wait on hold it's forever. I've emailed them numerous times no response. My due date is 1DEC24. Its now 2DEC24, and have attempted getting this solved since 5NOV24

• Initial Complaint

  Date:08/20/2024

  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.

  This company has delayed closing on our home 3 weeks and counting. We have been given the run around from the manager, *************************, and cannot get answers as to why we have not closed. They wait until PAST the last minute to update you. We are trying to sell our home and purchase a new one. The buyer in our case is using this company and gotten the same run around issues. We are the seller of a home just trying to get paid and purchase a new home. This is causing issue after issue with the purchase of our new home. I've left voicemails for the Regional manager as well, ***********************. I have called another location, no one seems to know what to tell me but keep passing me along to others. Here is the timeline below:1. Set date to close August 6th, was not updated until the evening of 8/6 that there was issue, pushed date to August 9th.2. August 9th, no word from company but that it was still in process. Evening of 9th was told the appraisal was not correct, new appraiser would come on 8/10 to re-inspect.3. August 12th, company confirmed appraiser went but they do not have report.4. August 15th, told at 5:00pm CST that appraiser was unable to complete report due to no power or running water at the house. We scrambled to get it turned back on 8/16.5. August 18th, appraiser returns to complete report.6. August 19th, told we would close on this day, but nothing from company again until 5:00pm that they just got everything processed and underwriting would have this completed in the morning. Was told this would be RUSHED and top priority.7. August 20th, TODAY, no word from the company, left voicemails, called office, no return calls or text to us on where the status of the loan is in process.3 weeks and NOTHING from this company. They like to s**** sellers and buyers who have been waiting almost a month now.

  

  Business Response

  Date: 08/28/2024

  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 complainant. 
  
  Respectfully,
  The Customer Success Team
  ********************** Rate, Inc.
  ********************************************************

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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 sold a mortgage that grossly under funded my escrow account. Although the closing documents reflected an accurate tax estimate this was not figured into my mortgage. When I received my tax bill for 2023 my mortgage was doubled due to this error by the lender.

  

  Business Response

  Date: 02/12/2024

  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 Team
  ********************** Rate, Inc.
  *************************************************************

• Initial Complaint

  Date:11/09/2023

  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.

  ********************************* has been harassing us via email and mail for the past year or more, we have reached out left voice mails, "unsubscribed" to all emails, but this continues and its extremely annoying. The reason we did not want to work with him is his poor customer service and lack of attention to customers, and now we get incessant "pre-qualification" emails that we have never signed up for, and have continuously unsubscribed from. We have sent emails requesting the deletion of our email from his list but it wont stop.

  

  Business Response

  Date: 11/16/2023

  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
  ********************** Rate, Inc.
  *************************************************************