Guaranteed Rate 2115, Dyer

The couple of days leading up to our mid-April closing, we had no word from GRate on what the status was of our loan or if we would make closing. Finally, the day before we were supposed to close, our GRate team told us there was an IT glitch in the system where the underwriter couldn't give us the clear to close (CTC). They said it should be fixed in a couple days and we would be able to close early the following week. The next week comes and our GRate team says that they can't solve the IT glitch and the problem is being escalated through a host of higher-ups. 1 week after our scheduled closing, our GRate team says that they have a work around to bypass the glitch and that they are pursuing that. Now it's the week of April 26th and we still are barely getting updates after they told us they had a workaround. At the end of the week, our GRate team says that the IT glitch has been solved and they have resubmitted the application to underwriting. On April 30th, GRate calls me and says they are sorry for all the delays and that we can reach the CTC by the following week (week of May 3rd). They say they just need 1 final HOA doc. Next week arrives and we ask for an update - well our GRate team tells us that they actually never confirmed the employment verification for my co-borrower and that they need that first before we could CTC. Imagine our surprise at this news. So GRate faxes us the verification, we fill it out and return it to them on May 4th. At this point, we are done with our GRate team because they have just been giving us a new excuse each week, dragging us along. We start pursuing a different lender who told us they could get us to closing in 10 days. We tell our GRate team that we are pursuing a different lender on May 5th and that we do not want to proceed with our loan with them anymore after what they put us through. The GRate team does not respond for 48 hours to our email even though we're clearly upset. When they do email us back, they tell us that they "think it's best for us to stay with them" for the loan. We tell them No, we are moving on. Come to find out on the afternoon of May 7th that the GRate team went forward with processing our loan anyway and they email us saying we have FINALLY reached the CTC, only after we tell them that we don't want to use them anymore. After discussing with our attorney and real estate agent, we decided to go forward with the closing with GRate out of good faith to the sellers. The fun does not stop there - after we reach the clear to close, we ask GRate to give us some sort of credit on the lending fees after delaying us for over 3 weeks even though none of the delay was our fault. Our loan specialist says that he will reach out to his manager to see what they can do and that he would expect that they could take off $900-1000 of the $1140 lender fee. He comes back next day and says that corporate limit is $325 and that's the best they can do. I told him this was ridiculous and another slap in the face by GRate. Our other lender was going to give us $550+ off just because they felt bad for us! I asked to speak with his manager directly to sort this out. I receive a call from the manager later that day (VP Sales) and she HONESTLY seems like she had no idea what was going on these past several weeks. She tells me that GRate has been giving us a credit already because they have not been charging us for the finance/interest rate extension requests up to this point. I told her that I find it funny that they think it would be okay to charge us extra fees in the first place if GRate is the one delaying the process and we are just being strung along! She seemed to realize then that that was a good point and said she would look into additional credit and get back to us shortly. They matched the $550 credit that the other lender was going to apply. We finally reached closing on May 13th, nearly 1 month after our original anticipated closing date and 70+ days after starting the loan with GRate. Needless to say, I would NEVER recommend GRate to another person.

I can't say enough good things about this office. I worked with Jonathan O'Brien (part of Dave Polarek's team) for my mortgage in 2016. Everything went incredibly smoothly and Jonathan was always very responsive and never made me felt like I was asking too many questions - and I ask A LOT of questions. The process to get the mortgage and get all the docs signed electronically made it even better. I'll be using them again this time around as I look for my next home.

Rate was the builder's preferred lender and I am glad they were. Rates were great and the communication from our contact, Jonathan O'Brien, were beyond expectations. Very professional and went above and beyond to help us resolve some loan issues and make our dream home purchase happen.

Postive Jonathan and Jay were very responsive. Gave me the cheapest rate. Negative Dave wasn't/isn't very responsive. Even after I closed on the home I asked for a document that wasn't in my package and still haven't received it. It's been about a week. They weren't very organized during the process. Gave me the okay on the final approval then when the closing date came they saw other issues wrong on my end. Something that should've been done prior to giving me the final approval.

Great mortgage lender in Northwest Indiana. Extremely knowledgeable about mortgage loans, excellent customer service, and offers VA loans for Veterans.