Guild Mortgage Company
Reviews and Complaints

Mislead us and had us jump through so many hoops to finance our home! Now that we've paid down loan to a certain amount, they won't drop the PMI unless we pay more to have them reappraise our home! They will send an appraiser over to low ball us. They lied to us by telling us it would automatically fall off our payment once we reached a certain amount. Our house payment just increased $100.00 a month! Meanwhile Thomas H in the Longview, TX office continually sends us emails saying that the value of our home has increased tremendously! I would never recommend this company! When you call the main office, you get the runaround and no precise answers or help in any way!

First home I ever owned went through this company because a friend told me about them. I have used them for over three years and I must say the experience has been bad from the start. The customer service is horrible and the officers do not take the time to help or explain things to a new person. The communication through calling customer service is a nightmare and if you don't get anyone to answer then don't expect a call back if you leave a message. Had a late payment durring the start of the covid crisis and was only a day past the mark and was locked out of my account . Had to talk to multiple rude and unhelpful people in customer service and still didn't get my issue solved. I would not recommend this company to anyone.

This was far most the worse experience a *** Army Veteran could possibly experience. I was approved for a VA loan with this company. So I proceeded to have a house built from the ground up. I even paid money out of my pocket for upgrades. Days before closing with half of my belongings packed. My loan officer tells me that I no longer qualify for their requirements because the company has change their rules because of the ***19 pandemic. I totally understand that but it seems as though since i was already approved appraisal done, Certificate of occupancy given, title work turned in just to be told i no longer make the cut. I hate I ever got involved with this company. The most heartbreaking experience ever. I would have rather been told upfront that I was not approved.

Horrible customer service. Had AAA fax proof of insurance 3 times so far and still they charged me over $1680 for an insurance policy and claimed they never received. So far till this date, 4 months into this, and no credit has been returned. On top of that, they had the wrong mailing address down for my paper statements and monthly bill was not delivered, so they did a credit hit for the late payment. I called and explained the situation and paid in full right away and the requested a formal letter to remove the credit hit. Received a response a month later saying it was denied for removal due to that address being used one time in documented papers during closing. Would recommend a customer service orientated lender to anyone over Guild. They seems to be about quantity not quality.

Our buyers used Guild Mortgage and I can say I will never use them or accept an offer from Guild Mortgage again. They caused our 30 day escrow to extend into a 60 day escrow because of their lack of follow through and just straight up laziness. They didn't tell us that we wouldn't close on time until 2 days before our original close date. They caused us to pay $1,000.00 in extra fees because they couldn't get the paperwork done on time. They backed us into a corner with that because if the fees weren't paid, the deal would have fallen apart. I have no idea how they are still in business. If you want a quick escrow and a smooth transaction, definitely do not use Guild Mortgage. Our realtor has redrawn her contracts with her other clients to say that they will not accept an offer from a buyer who is pre approved through Guild Mortgage and she will never work with a seller who is approved through Guild Mortgage. That's how awful they are to work with.

Would not recommend using this company. 2 days before closing they had me get flood insurance. The property is not on a flood zone as proven by: city map, county map, state map, and FEMA map. I also have a survey, an appraisal, the listing, the former listing, an inspection, and three insurance companies show that it was not in a flood zone. The seller wasn't required to carry flood insurance either. When confronted with the documentation I was sent nothing proving that the area was in a flood zone. They could not and would not provide the map they were basing this off of. They have known for 3 weeks what date and time the closing was on this house. Here I sit the day before closing and the title company has ZERO paperwork from them. I had to call my agent 3 times, the manager 1 time, and the office desk 3 times before anyone picked up. They have ignored my emails as well as my realtors emails and phone calls. If they treat half of their customers as poorly as me, it's a wonder that anyone uses them at all.

Well Jeff is no longer with this team so not a review on him, as he was great. Find him if you want service because everyone else at this brand is a bunch of unprofessional goons. I have had the worst time trying to pay my mortgage NOT LATE ! But organizing payments ahead of time. First I got an email saying they didn't have my name on file, then an email about oh you just bought a house but we transferred your loan to another loan holder ( mind you with NO notification) with the following message of - Here's customer services number call them if you want help. No here's a log-in to pay your mortgage or Sorry about the confusion just call .. now I'm on a on going 20 min wait simply because this team didn't have the professional curtesy to just let me know ahead anything had been transferred and here's how we would go head with our Mortgage payment that is due in 10days..! WARNING SERIOUSLY GO TO A DIFFERENT TEAM or FIND JEFF AT HIS NEW LOCATION DONT EVEN BOTHER WITH THIS GROUP BECASUE YOU ARE JUST ANOTHER NUMBER IN A LONG LINE OF PEOPLE

I already left a disappointing review however I have more to add...Guild sends out a blanket loan approval email stating that underwriting has approved your loan. This will only mislead you thinking you're loan will go thru and then suddenly stop you the day before closing only to say underwriting needs to review your loan even more, asks for unlimited more documents that are late in the game only to learn it'll take 5-10, if even by then, business days to review all the documents and give you an answer. They send out that email to keep your business from going to another mortgage company...although they can't come thru on time on their end, they're going to keep you hooked because at this point, the day of closing what other choice do you have? it takes another 30 days to start the process with another mortgage company. I mean it's only the customers lives on hold, disrupting other sellers from moving on because your loan didn't close on time. Because Covid isn't enough to deal with, Guild wants to screw you over as well. Just so upset and disappointing. I can't believe they think this is an acceptable way to treat customers. not even worthy of one star...

I thought buying a new home was supposed to be a great experience however for me it was an experience from hell. My senior loan officer Maureen P began our relationship with a "you're pre-approved go find your home" in mid July. I found a home in Aug.. my first closing was up take place on 9/10 & at the last minute Ms P calls and nonchalantly stated.. you have disputes on you credit.. we won't close.. do this and you'll close 9/30 From that moment to 10/15 .. she did not physically call me anything went to text, email and through my realtor As a consumer trying to secure a quarter of a million dollar home i felt everything should be explainied to me not my realtor... So after that 1st missed closing, she started sending text messages and not being transparent...i had to make contact first.. then my realtor would have the answer because she'd responded to my realtor..not me. So all my information was 2nd handed.. she shared my finances with my realtor before she talked with me..I asked for her supervisor on many occasions and she blatantly ignored me I took all the first time home buyer programs and at the last minute I lost all the perks because my mortgage representative neglected to review my credit file for my debt to income ratio.. she got to reviewing docs I sent her in July apparently in Oct and my credit score dropped below 600... it's like she never looked at my file in July only in Oct..i lived in a hotel for 45 days... then my closing was changed at least 5 times...my mortgage company was very unprofessional... again no verbal since September to closing..I felt more communication should have been had with the consumer... keeping me informed. I am no longer going to get the benefits of a first-time home buyer- MCC credit, tax breaks etc... It was clear Guild Mortgage knew they messed up because they finally got me to closing and helped with closing cost but I had to come up with$7768 to close... it was a nightmare! I love my home but I'll never recommend Guild Mortgage Company to NONE ONE!

I told Guild Mortgage Company in July that my new home insurance was with Western Mutual. I said not to pay Mercury as they are not my insurance. I faxed my Western Mutual policy to Guild. They paid Western Mutual from my escrow in July. Then, 30 days later, they got a notice from Mercury and paid them from my escrow without my permission. My escrow is now negative for almost 2 months. They want me to pay more for their mistake and wait until next year to get my refund. They need to fix my payment now because it's been a long time and they haven't done it yet.

I began refinancing with a loan officer from Company NMLS #3274 on May 29th. We can't close the refinance because the officer is unable to advance the loan. During the process, unauthorized loan amount changes were made. We corrected these with legal assistance and signatures. However, the officer claimed the signatures were insufficient and didn't specify what was missing, only mentioning an undefined future call. Attempts to escalate the issue to his manager and Guild's complaint line were fruitless. Our emails are now either ignored or answered with sarcasm. As of August 12th, the loan remains incomplete, with dwindling hope for a timely resolution.

I contacted Guild Mortgage in Nov 2020 to get an IRRL loan on my mortgage. I gave them a bunch of documents like paystubs, survey, HOA statements, and insurance info. But turns out, they didn't need most of them for an IRRL. They charged me around $600 for an appraisal that wasn't even necessary. They also did five hard credit pulls under two different company names from Nov to Dec, which lowered my credit score. This wasn't needed for an IRRL either. After all this, they denied a loan I didn't even ask for in Jan. They refunded me $50, but I don't know why. I tried calling my loan officer for two weeks, but she didn't return my calls or give me any updates. I still haven't heard from her.

I had a really bad experience with Guild Mortgage Company, specifically with Mr. *** from their Hawaii branch. We wanted to refinance our loan and he promised us a great rate of 2.875% back in September . We started working with him, but after months of back and forth and submitting paperwork, he told us to find another loan agent. He wasted our time and led us on for six months.

To make matters worse, Mr. kept sending us emails about his personal life, like his wife and his travels. It was really unprofessional and made my wife feel uncomfortable and harassed. He even said that he only services return customers and referrals, which is not fair to new customers like us.

Overall, I would not recommend Guild Mortgage Company based on my experience with Mr.. It was a really frustrating and disappointing process.

I can't pay Guild Mortgage Company any other way except over the phone. But when there's 25 people ahead of me, I can't get through. I've asked them many times to waive the late fees we've accumulated during the covid pandemic because we never did any hardship program and always paid, even if it was late. They also told us that a payment wasn't made some months ago that caused this to snowball more. We paid, but the payment wasn't taken for over two weeks. Then they said we were blocked from making a payment that way because it wasn't honored! The money was there, it just wasn't processed. It's not our fault. I called, but they can't talk to me because I'm on the deed, not the loan. But they can take my payment. Guild is a joke. We had no issues with Wells Fargo and our previous home. I pray to God we refinance with someone else because Guild sucks! I do not recommend them at all. We've had nothing but trouble since 2017! It's like they want us to lose our home with everything else going on! Not to mention, I was diagnosed with thyroid cancer and had to pay out of pocket for cancer surgery, even though I have insurance. I'm tired of big corporations sinking small people!

Guild Mortgage said they would stop our PMI payment when we reach a certain percentage of our mortgage, which was supposed to be in Jan. 2021. However, we actually reached that goal in Jan. 2020. We called multiple times to ask about stopping the PMI, but everyone we talked to said they would have a supervisor call us back. We didn't receive any call back until I called again in Sept. 2020, and they said a supervisor would call back tomorrow. But there was still no call back. We called again in Nov. 2020, and for the first time, a girl told us that we should have called to cancel the PMI insurance. Finally, on 11/17, we got a call back. The guy kept telling us that it was our responsibility to call and have the PMI stopped, even though we reached the percentage they set. We thought it would automatically stop when we reach that percentage. We just wanted proof of where it is written that it was our responsibility to call them to have it cancelled. He told us he wasn't sure if it was in the paperwork or not, so he had no proof in writing that said it was our responsibility to call them. We are talking about $1,100 at this time.

We sold our house and wanted a quick 30 day escrow. The buyers also wanted a quick escrow, less than 30 days. The house was empty and ready for the buyers. All inspections were done before we signed the contract, so the only thing left was the appraisal, which took three weeks. We signed the closing papers on October 28th, and the buyers were supposed to close on October 30th. But on that day, we found out that the buyer just signed the Closing Disclosure, so we had to wait three more days. On Wednesday of the next week, both our agent and the buyer's agent offered to pick up the documents to get them to title by Thursday so we could close and record on Friday. But today, Thursday November 5th, we got told that the closing won't happen until next week because the documents aren't ready. Even though we both wanted a quick escrow and both agents did their job, this lender is breaking the contract by not closing by November 9th, which is a 40 day escrow. This company's good faith is not good enough. They didn't close before the end of the month, so we're still paying for the house, and the buyers are homeless living in a tent until escrow closes. This company didn't meet the reasonable request of a quick 30 day escrow, which they agreed to in an email received by my agent. They also didn't meet the deadline in the contract. We're losing money because of this delay in the loan processing.

I been with Guild since 1/18. They gotta send me my tax statement by 1/31 but I been asking for it since 1/15. I called them up and they said I'd get it in 5 days but I never did. They sent me an email saying it's ready to download but I couldn't get it after trying 8 times. I called again and waited 25 minutes for a temporary password that didn't work. I tried 6 times to get in but it kept saying my info didn't match. I tried to reset the password on their website but it didn't work either. Their "submit" button is broken and it only gives you a minute to reset the password. I called 6 times today but no luck. I waited 40 minutes and got disconnected, waited 20 minutes and got disconnected again, and waited 5 minutes and got disconnected again. The last time I called, there were 43 people ahead of me. I chose the option to be called back but it's been 5 hours and I haven't heard anything. Guild Mortgage is not doing their job and I need my tax info now. I'm gonna complain to the Consumer Protection Agency and other agencies that regulate mortgage companies. They don't even have email support so I can't get any help.

Mortgage company has no record of payment sent to home owners insurance company, from our escrow accout. They did not track check and keep putting us off, while insurance company is threatening to cancel the policy. We have called several times trying to get morgage company to cancel and reissue payment. We have paid to extend the policy while Guild Mortgage does not fulfill their part on rendering payment for the insurance. We have contacted Nationwide and they are adamant that they cash checks as soon as they are received. Payment was due April 16 and still not paid.

The loan officer from Guild Mortgage for our buyers was unprofessional. When we accepted the offer from our buyers, she promised a 30-day escrow. Despite assurances, we couldn't close on the original date of 3/16 due to an overlooked student loan on the buyers' credit report. The correction was delayed by COVID-19, leading to multiple extensions and over $1,000 in fees for us. The buyers couldn't cover these without affecting their financing. The officer was hard to contact, unapologetic, and made repeated errors. We finally closed a month late, incurring additional costs. Her online activity during work hours and the team's poor performance were unacceptable.