Paul H Prt

No online option to pay down the principal

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Everyone we know has the option to pay down their principal online. Not Guild.

Pay by check and hope it goes to principal, or pay by phone and get charged. When I called, they told me they were moving away from the billing service they have and starting their own.

When I called an agent, they couldn't confirm. Frustrating.

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Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

3 comments
GuildMortgageCompanyCares

Hi there: I'm sorry you've been handed off so many times regarding this issue. Please feel free to contact me directly again and I will be sure someone gets back to you immediately.

Guest

I emailed Brandy and was switched to Amanda via the general phone number for loan servicing. When i left a message in the callback system for Amanda, someone else called and left a message but my phone never rang.

Most recently i got a reminder notice that my loan payment had not been received for the month of August.

News flash Guild: I'M ON ACH! Sell my loan please!

Guest

Hello: My name is Brandy and I work at Guild Mortgage. I'm sorry to hear about your frustration around making principal only payments.

We are working to improve this area for our borrowers. If you would like to learn about the easiest way to make principal only payments for no fee, please contact me at bgonzales@***.net with your information and I will have our Loan Servicing department get back to you as soon as possible.

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DIONNE S Oot

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Kennesaw, Georgia

Horrific and extremely with Jeffrey Hawks

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I am a realtor and I have been in the business for 26 years and I was told by the builder that I had to use Guild Mortgage (Jeffrey Hawks, License number 106129****703 and Loan id # is 228-200**** FHA Loan) in order to receive the incentives. I entered into a loan application with Mr.

Hawks on 5/14/2018 and due to the IRS not processing my returns in a timely manner cause me not to close on the date indicated on the contract which was 6/14/2018. I was told by Jeffrey Hawks and his team that once my taxes were processed that I needed an installment agreement for the $10,987.30 that I owed to the IRS. I attempted to try to set up an installment agreement with the IRS to no avail and in order for me to close on my home I had to pay the amount off at the closing table which I did not have due to other obligations. I then went to the builder (Century Communities) and asked the District Manager Roblyn Palmer to increase my commission from 3% to 5% to allow me to pay off the IRS Bill and still close on the property.

Roblyn got with Jeffrey Hawks and they both agreed to assist in the additional request of 2%. Century Communities sent me over an amendment the next day stating that Century would give me $4000 and Jeffrey Hawks would lender fund $3000 for a total of $7000. I was then reset to close on September 13, 2018 and Jeffrey Hawks sent over my performa cd at 1:30 pm and my closing was at 3:00 pm showing my cash to close in the amount of $19,909.23. Being that I am a realtor my Brokerage (Keller Williams Atlanta Perimeter) allowed me to use my entire commission ($8665.65) toward my down payment minus the 6% ($520.65) royalty fee back to Keller Williams which left me with a commission of $8145.00 to be used toward me down payment.

The Performa CD didn't reflect my credit for the commission in the bottom line of cash to close because Jeffrey Hawks didn't send over the document he had me provide to him from my broker to the attorney office of McMichael and Gray and nor did he send over the amendment from Century Communities showing the $7000 credit that should have been added to the CD. I attempted to close anyway on 9/13/2018 with every belief that this would be worked out when I got to the attorney's office but that was no way close to the truth. The performa cd also showed that Jeffrey Hawks was charging me discount points in the amount of $2,339.89 because he locked me at a 5.5% buying the rate down to 4.875 which I never agreed to because with my credit score of 650 I was always entitled to a 4.875 interest rate because that was the going rate when he locked me and that is the rate I have him stating on numerous emails that he was charging me. Once I got to the attorney's office and showed them my letter from my Broker that I was allowed to use my commission toward my down payment along with the amendment from Century showing the $7000 in credits, the attorney's redid the numbers based of the documents and my initial earnest money of $3000 and the cash to close should have been $6424.34.

Mr. Hawks refused to honor the lender fund credit he agreed to with the builder and wouldn't remove the discount points so I didn't close on 9/13/2018. Mr. Hawks then became very nasty in his tone to me over the phone and in numerous emails which I have stating that he charged me a rate lock extension and not discount points as the performa indicated.

The attorney's also provided me with a document from Guide that was in the my loan package showing that he locked me at 5.5 and charged me $2,339.89 in discount point to get the rate of 4.875. When confronted with the proof in writing Mr. Hawks stated that he had no idea why that document was in the loan package because he didn't charge me discount point but only a rate lock extension. Now we are at another crossword because even with the rate lock extension, Mr.

Hawks shouldn't have charged me that because he emailed me that I needed to close by the 13th of September to avoid relock fees but yet in still he still charged me this fees on the CD Perfoma when I was to close on 9/13/2018. Century honored the $4000 on the CD that was signed off on the amendment but Jeffrey Hawks only gave me $390 credit which left him still owing me $2610 in credits. When I confronted Mr. Hawks about the agreement he had with Century Communities he stated that he gave me the credit on the backend and he is not allowed to show it on the Performa Cd per Guild Guidelines and he wouldn't provide me with any documentation showing that.

I then advised Mr. Hawks that under the new law with Respa that anything associated with costs for my loan would need to be on the Performa CD and Mr. Hawks said I didn't know what I was talking about and if I wanted to close I would need to pay the money because he was paying anything else. Century Communities then got involved and Mr.

Hawks removed the loan discount point fee of $2339.89 but he still refused to honor the $3000 he said he would lender fund. The morning of my new closing date of 9/18/2018 Mr. Hawks sent out a new cd showing my amount to close was now $8700.65 which was still incorrect due to Mr. Hawks not honoring the additional $2610 which I should have been at $6090.65 based on this new cd if the credit was added to the performa cd.

I agreed to close with the amount of $8700.65 and I was going to file at complaint after I closed. As soon as I got the attorney's office the amount went from $8700.65 to now I needed $9436.60 in order to close. My Performa CD from the actual date I was suppose to close on 9/13/2018 changed 8 times and prior to closing Mr. Hawks kept sending me incorrect CD's and every time that I brought this to his attention he kept saying he would correct it but he didn't.

From my calculations I paid an additional $3345.95 which I shouldn't have based on the amendment he agreed to and I am looking to open up an investigation in this matter to see why he didn't honor the amendment and place the credit on the hud. I have spoken to agents and attorney's about this matter and I was told that this was a known practice from Jeffrey Hawks and I think it is worth investigating to make sure that this doesn't happen to another person.

If Mr. Hawks tried this with me seeing that I am a seasoned agent then I am mortified to find out what he is doing to everyday layman borrowers.

Best Regards,

Dionne Stokes -Hicks

View full review
Loss:
$3500
Cons:
  • Jeffrey hawks very unprofessional
Reason of review:
Unethical Behavior

Preferred solution: Full refund

2 comments
GuildMortgageCompanyCares

Hi Dionne: My name is Brandy and I work at Guild Mortgage. I did not see this review until today - please accept my apologies for the delay.

I have reviewed your comments and escalated these concerns to our Complaints Department.

Someone from that team will be contacting you shortly. If you have any questions in the meantime, please contact me directly at bgonzales@guildmortgage.net or 858-492-0014.

Guest
reply icon Replying to comment of GuildMortgageCompanyCares

Thank you.

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Dua Rjp
map-marker Albuquerque, New Mexico

Modifications

I just wanted to know if anyone did a loan modification with Guild and your payment just going up and up. We started with a mortgage payment of 800 dollars and when we eventually let the house go we were close to 1400 dollars. I thought modifications were to help?
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1 comment
GuildMortgageCompanyCares

Hi there: Thank you for writing a review on this site. My name is Brandy and I work for Guild Mortgage.

I'm sorry to hear about your concerns regarding your loan modification.

Would you like me to escalate your question to our Loan Modification Department? If so, please contact me at bgonzales@guildmortgage.net or 858-492-0014.

Anonymous
map-marker Conway, South Carolina

Failure to help flood victims of hurricane florance

My house was flooded on September 24th by the hurricane I had flood insurance which took 2 months before they sent me a check. The check was made out to me and Guild Mortgage company, so I have to sign the check and send it to Guild Mortgage per there procedure. The check was sent on 11/02 and was received on 11/05, Guilds process per customer service was for me to send the documentation they would review it and start sending me money within 5-7 days with a 2 day delivery. I have sent $40K in documentation $20K of it they have had since 11/05 and as of 11/26 they haven't released any money they keep promising me money but it been 21 days and I haven't received any to rebuild my home. Most of the contractors want 50% down before they start and 50% when complete. Appliances had to be paid in full before the store would order them, carpeting you need to pay for it before they order it. I can get my stuff moved back in until everything is complete or close to so it costing me more money to keep my stuff in storage. After 2 months I moved back into my home because I couldn't afford the hotel expense. I have to wash my hand, dishes and brush my teeth in the bathtub for the last month. I don't remember anyone tell me when I signed for the loan that any Insurance policy that I purchase that the money must go to Guild Mortgage and held for an indefinite period of time.
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Reason of review:
Problems with payment
1 comment
GuildMortgageCompanyCares

Hello: My name is Brandy and I work at Guild Mortgage. I'm sorry to hear about your frustrations.

Please also accept my apologies for the delay in my response - I did not see this until now.

Has this been resolved? If not, please contact me at bgonzales@guildmortgage.net or 858-492-0014 so I can look into this for you.

matthew b Yeo
map-marker Paso Robles, California

DO NOT USE GUILD

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DO NOT use this company. If you ever have storm damage through insurance they'll take your check and you'll be playing phone tag and calling non stop to try and get your endorsed to pay to have the repairs done. They will lie and feed you fake promises and then talk down to you like you know nothing about the process. I felt like I was being interrogated and interviewed when talking with them about why I made the repairs. I had to pay for repairs out of pocket and now waiting game to get check back. I should just give you the house back and let you foreclose on it.
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Reason of review:
Poor customer service

Preferred solution: Shove this house up your ***

2 comments
Guest

I am having the same problem they keep tell me that they will send money but they don't, the process is 5-7 days per Guild Mortgage, I have been waiting 24 days and spent over $45K which was $25K out of pocket and $20K still owed.

Guest

Hi Matt: My name is Brandy and I work for Guild Mortgage. I have responded to your review on Yelp as well.

Again, I'm sorry to hear about the frustrations you've experienced.

I would love the opportunity to look into your situation further. If you would like me to, please contact me directly at bgonzales@***.net or 858-492-****.

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harry K Bwc
map-marker Federal Way, Washington

Wast of time

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My wife started the process had our credit score ran ding my credit then couldn't ask me simple questions and when I asked her a simple question she laughed at me . Needless to say I let her have it. So on and so forth would not return my call I called an affiliate Guild Mortgage in Federal Way and they have begun to give me the runaround stating that they have to have the *** that will not return my phone calls send them my information so now I have to rebuild my credit all over again maybe there might be a lawsuit in this I don't know I'm going to look into it don't waste your time all *** no action

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Reason of review:
Poor customer service
1 comment
Guest

Hi there. My name is Brandy and I work at Guild Mortgage.

I'm sorry to hear about your frustration.

I would love the opportunity to look into your situation for you. Please contact me at bgonzales@***.net or 858-492-**** with your information if you would like further help.

Anonymous

Stay a way from guild

ust to let ever one know stay a way from them . me and my wife to be.

was trying to get a home so we went with guild mortgage comp . they said we was approved . three mounts went bye. ever time you turned a round they said we need this or we need that so we did what they ask .

well when it came time to close they said we are sorry you don't get the money . HE MESS up i ask him three times what he said and all three times he said he mess up his name is ALEC NORTES and funny thing the reason i ask hit to repeat this three times he knew it was being record. and he new we have a special needs child. we forked out all most $2000 .

and on the last day he said we did not get it. and he said if we would give him$4000 more he would give it to us. so we ask about the money he had us fork out he said it was to bad the at the end after I told him i was going to report it to the DOJ and get a lawyer he said he would refund $425 of it. so watch your tv you will see it on their.

and if i was you i would stay as far a way from them as i could and bye the way go look at there ration we are not the first that was got bye him.

any one that has a special needs kid knows how hard it is and *** much it cost to take care of them thin some one like him goes and does that to them. so if you are trying to get your child in a safe home dont go to GUILD mortgage

View full review
Loss:
$1500
Reason of review:
keep getting run a round

Preferred solution: Full refund

6 comments
Guest

I believe you because I tried to refi and I was approved and the day of the closing...I was denied saying I was denied.

Guest

My name is Brandy and I work for Guild Mortgage. I'm very sorry to hear about the frustrations you've experienced.

I would like you to know that what you describe is not the kind of service we seek to offer or the experience we want customers to have.

I would love the opportunity to look into your situation and resolve anything to the best of my ability. Please email me at bgonzales@***.net if you would like me to look into this for you.

Guest

My name is Brandy and I work for Guild Mortgage. I'm very sorry to hear about the frustrations you've experienced.

I would like you to know that what you describe is not the kind of service we seek to offer or the experience we want customers to have.

I would love the opportunity to look into your situation and resolve anything to the best of my ability. Please email me at bgonzales@***.net if you would like me to look into this for you.

Guest

Hello: My name is Brandy and I work for Guild Mortgage. I'm very sorry to hear about the frustrations you've experienced.

I would like you to know that what you describe is not the kind of service we seek to offer or the experience we want customers to have.

I would love the opportunity to look into your situation and resolve anything to the best of my ability. Please email me at bgonzales@***.net if you would like me to look into this for you.

Guest
reply icon Replying to comment of Guest-1396732

brandy ? what can you do sorry butt a little to late we didn't get the house we wonted thinks to guild .

so sorry what can you do ? can you turn back time.

Guest
reply icon Replying to comment of Guest-1402705

Hi Allen:

I can understand your frustration and if you don't want me to look into this further. Please do not hesitate to contact me should you change your mind.

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Walter C Vdc
map-marker San Diego, California

Scammed Out Of Thousands By Guild

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Guild told us we were pre-approved to purchase a new home and even recommended Ann agent to sell our home. However, once our home was sold, they waited until two days before we were to close on the new home to say that underwriting rejected the home and provided zero written explanation, nor offered to finance another home. They left us homeless living in a hotel for ten months, while we searched for another mortgage company, reapplied for a loan and looked for a home. Guild cost us $28K which we plan on filing a class action lawsuit, since the statute of limitations on mortgage fraud is ten years. We even paid $500 on the loan processors gofundme acct for her roof. Scandalous... it's not over though.
View full review
Reason of review:
Poor customer service
3 comments
Guest

I am dealing with the EXACT SAME issues with Guild Mortgage here in Sugar Land, Texas. My lender Greg White is the most inept and incompetent lender that I have ever run across.

He's beyond unprofessional and this poser runs his operation out of his house, he doesn't even have some kind of office so that I can go over there and voice my displeasure about everything he has done to make this home buying process a complete nightmare!! Today will mark the THIRD postpone for closing because they cannot seem to get their stuff together, THIRD!!!!!!!!!!! Time. I will go to the ends of the world and back to tell everyone I know, who knows someone, who knows someone, to NEVER EVER EVER deal with GUILD.

I work in Public Service and if they treat their people like this, you can imagine how they would treat you. I can go on and on and on about how GUILD has yet to close and I submitted my application back in July 2017. I think today is the day that I walk away from this house, the stress and the GASH GREG from GUILD. I have literally F'n wasted the last 3 months on this poser and JOKE of a lending company.

People, all you have to do is Google "Guild Mortgage" one time and that is all the proof you'll need to move on to the next. I didn't realize this because when my realtor recommended him, I just went with it and took my realtors word, which by the way, my realtor has now has cut ALL ties with him and will NO LONGER do business with Greg or GUILD mortgage.

I am beyond furious, and will more than likely take this to the media to expose this company for what they really are, a TRUE CIRCUS ACT and just a TOXIC COMPANY that will make your life a living ***. If you want more info, which I have plenty, please let me know.

Guest

Hello WColeman:

My name is Brandy and I work for Guild Mortgage. I am very sorry to hear about the frustrations you've experienced.

I would like you to know that what you describe is not the kind of service we seek to offer or the experience we want borrowers to have. I would love the opportunity to look into your situation and resolve anything to the best of my ability.

Please email me at bgonzales@***.net or call me 858-492-**** if you would like me to look into this for you. Best, Brandy

Guest
reply icon Replying to comment of Guest-1371736

Brandy,

If you would be so kind as to returning our $28K to us, that would clearly redeem Guild's reputation. Other than that, there's nothing I need or want from Guild.

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Anonymous

Horrible experience purchasing a home

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I recently purchased a home in Colorado Springs, CO. Throughout the entire loan process I was asked to provide documentation which I had already provided. On our closing day, I arrived at the Title company and was informed that I needed a cashiers check for the amount of $5,400.00. The problem is I was never informed by the Loan Officer James Vincent that this was required. Mr. Vincent did not show up at the scheduled closing and lied to my realtor staitng that my wife and I were informed to have the Cashiers check with us. The realtor has since removed Guild Mortgage from their Mortgage company list. This was the 3rd house I have purchased and by far was the most horrible experience I have had. I will be seeking to re-finance with another Mortgage company as soon as possible, the thought of Guild mortgage making one dollar on this transaction makes me physically ill.
View full review
Cons:
  • James vincent was completely incompetent
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Hello:

My name is Brandy and I work for Guild Mortgage. I'm very sorry to hear about the frustrations you've experienced.

I would like you to know that what you describe is not the kind of service we seek to offer or the experience we want customers to have.

I would love the opportunity to look into your situation and resolve anything to the best of my ability. Please email me at bgonzales@***.net if you would like me to look into this for you.

Anonymous

One Big Nightmare.

Constantly asking for documents. Difficult to understand their explanations. Argumentative. Rude. Do not deal with this company.
View full review
Reason of review:
Poor customer service
Anonymous

Guild mortage stay away from them

at first they seemed very honest helping us my husband has a 100 precent approved va we went from one thing to another we did what was asked and they came up with something else and what got us slammed down was a arrons account we have been paying on for the last year and we have alwys been on time they said we needed to pay it off or return the items return our fridge and stove no not evern it the time to return has not passed and what has that got to do with anything this should show we have good credit a acccount that we have payed on time for the last year and that is the reason we go turned down that is disapointed and on that of that we have to pay the inspecter fees and the assesoars fees in a house we dont get so i would not reccommend them to anyone they should have been helping us to pass not the other way around seems they were not getting us approved which should have been approved it is a va 100 percent approved they are the one that made sure it was turned donw do not do business with these people

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Reason of review:
Poor customer service
2 comments
Guest

THANKS FOR THE INFOR ON THIS COMPANY....I DID NOT WANT TO SPEAK W/THEM REGARDING PURCHASING A HOME BUT I DID ANYWAY TO HEAR FROM PAM A EMPLOYEE OF GUILD TO TELL ME MY SITUATION WAS "BAD". SO THEY TRAIN THERE LENDERS TO LOOK FOR CLIENTS W/A 800 CREDIT SCORE & A SQUEAKY CLEAN CREDIT REPORT. MAYBE SOME WILL BUT LAST TIME I CHECK ALOT OF US FELL VICTIM TO THE HOUSING CRASH SO THEREFORE WE ARE REBUILDING.

Guest

Hello: I'm sorry to hear about your disappointed with your loan application process. If you would like me to look into your file and review the situation, please contact me directly with your loan information. Thank you /Brandy

View more comments (1)
Anonymous

Never got anything right

First, their guy didn't understand my husband's military disability and military retirement and seemed to think we were pulling a fast one on the government (fun conversations, that!). Then he kept losing paperwork we had emailed to him - more than 6 times. I kept emailing him the exact emails I'd already sent him OVER and OVER, again! Forward after Forward, sent again and again! Then when we finally got to the closing, the Title company called us frantic because our officer had written up all the paperwork for the homeowners insurance, etc. for the WRONG ADDRESS. We had written an offer on a house that hadn't been accepted, so we'd walked away, then found another house - he'd sent in all the paperwork to the offer address! We almost had our closing delayed due to his sloppiness. We managed to get the homeowners address changed and sent to the title company with the right address, but it was a HUGE nightmare. Going forward a year and a half, they start sending us re-fi alerts. My husband had just been in a car accident (he was still in physical therapy, seeing doctors, etc.) and I warned the mortgage officer that this was the wrong time to go through this - I was happy to look through the paperwork, but it better be PERFECT because I had my hands full with the accident paperwork, buying a replacement car, driving my husband around, dealing with the bills, insurance company, gap insurance, etc. And sure enough - it had the offer address again. Wrong address alert! I contacted him (and our real estate agent) and explained that we were done with him and to delete the paperwork from their system. But their *** system kept sending me Reminder Alerts - at 9pm, 11pm, 1am to my cell phone to sign the refinance paperwork on a house we never bought! I tried calling again, but the alerts kept coming at all hours of the night. I finally got the branch manager on the phone and told him what was happening, that we never wanted to hear from them again, etc. He said he understood but that *** officer called us again! At this point, the only refi I would ever do with Guild Mortgage is if they offered to pay off our house for free! And we're still getting refi paperwork, letters, etc. from them. It's infuriating.
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Reason of review:
Poor customer service
1 comment
Guest

Hello:

I am so sorry to hear about this poor customer service from Guild Mortgage. I would love the opportunity to assist you and get this turned around.

If you email me directly with your information, I can look into this further. /Brandy bgonzales@***.net

Anonymous

They lied from beginning to end

A word to the wise BEWARE of this company! I read the reviews and still ignored the reviews and worked with this company. Worst decision I could have made. I had a loan for a property and the seller did not like the lender because the appraisal firm was going to give him a lower value then he wanted. So, he asked me to switch to Guild mortgage because they said they could have it done in 3-4 weeks. I have 70,000 debt and I make 32.00 an hour. 50,000 of the debt is college loans. Guild originally said I had to have a debt-to-income ratio of 59% then the changed it to %56 then the changed it to %50. Finally they told me there would be a $3200 surcharge for having a low credit score and they wanted me to pay off all debt except college loans(20,000). I don't think Micheal realizes that if I were debt free I would not had done business with a company that was rated so low. Please take my advice and skip this company and use a company that is trustworthy. Just a note, they will tell you that everything looks great and that they work on honesty but a couple weeks into working with them there true colors will show. If you do go to them don't say I didn't warn you!
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Reason of review:
Problems with payment
2 comments
Guest

Same thing happened to me at Sherman, Texas branch.

Guest

Hi there:

Thank you for sharing your concerns with us. I'm sorry you had such a negative experience.

If you contact me directly, I would be more than happy to assist you further. /Brandy

View more comments (1)
Anonymous
map-marker Dallas, Texas

Never use Guild. Loan officer lied and was deceiptful. She did anything she could to get a contract accepted. Very unethical

The loan officer, Kelli Holliman, was very deceitful in getting a house for her client. She lied about the buyers not having to sell their house before purchasing another house. Less than 24 hours before closing she informed everyone that the buyers did have to sell their home to buy. This put the seller in a very bad place as they had moved out and done repairs and had been told until the last minute that everything was fine. Looking back several things had happened. I knew that he client had not been getting contracts for offers they put in. Kelli also, ordered the appraisal before we had an executed contract. I was also sent a gift from Kelli within the first week after getting the contract. I explained to her at that time that it was premature to ask me for other business.
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Reason of review:
Not as described/ advertised
1 comment
Guest

Hello:

Your experience with Guild is very important to us. We're sorry to hear that you've had a frustrating time working with us.

If you email me more details at bgonzales@***.net, I would love to look into this further. /Brandy @ Guild Mortgage

Anonymous
map-marker Los Angeles, California

Guild Mortgage - Customer Care Review from Los Angeles, California

As a realtor, I would never recommend this company. We are past our close date by 12 days. Lender had buyer sign CD and underwriting is still working on conditions. They will give you excuse after excuse. Incompetent staff. They won't return calls or emails and when you finally get ahold of them it's another excuse. They have no regard for timelines. I think they may have just blown up my deal. Never use them or accept an offer with a prequal from them.
View full review
Reason of review:
Poor customer service
1 comment
Guest

Hello:

I'm very sorry to hear about your frustrating experience with Guild. Timeliness and excellent service are very important to us.

If you email me more information at bgonzales@***.net, I would be happy to look into this for you. /Brandy