Consumer complaint received 2025-08-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Guild Holdings Company
State: MD

Complaint narrative:
To Whom It May Concern : Kindly thanking you in advance for your time and consideration.

Let it be known this exhibit contains issues, errors and such reaching beyond just the real estate agents. In our opinion theres sufficient overlapping blunders throughout this entire transaction for all parties involved to share responsibility.

We are first time homebuyers. Our buying agent was XXXX XXXX, XXXX XXXX XXXX XXXX. Admittedly, XXXX worked many long hours assisting us in finding a house. XXXX was engaged in the laborious and tedious process of negotiating terms with the listing agent, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX. As well as the sellers. Throughout the process XXXX was very involved. She facilitated the exchange of documentation, disclosures, inspection repairs and offered her advice. The process inundated and overwhelmed us. There were so many unforeseen issues. We relied very heavily on Joyces professional advice and suggestions. 
At the time, we believed XXXX was a seasoned real estate agent well versed in each of the dilemmas presented. However, looking back, we do believe there was a lack of experience and knowledge protecting us from potential consequences with several unresolved issues. Said matters include but are not limited to the entire septic replacement escrow being addressed inappropriately. In part, this has led us to where we are today. We now question how the handling of certain situations could possibly have been in our best interest. 
It is our goal to be compensated for all monies spent and continue to incur because of suggestions and inefficient follow-through. The sellers/listing agent not complying with agreed upon terms is unacceptable. Repairs/replacement conducted by XXXX XXXX  XXXX in the state of Maryland not completed, not possessing an active XXXX XXXX not providing promised warranties the seller ( s ) agreed to furnish Additionally, the seller is to follow through with all the agreed upon contract terms and conditions stated in all addendums and septic replacement escrow agreements. The repairs/replacements include but are not limited to the following.

1 ) Sellers are responsible for completion and full cost of installation of the new septic system. I can provide the signed escrow addendums.

2 ) Seller 's responsible for providing evidence all repairs/replacement items listed on initial appraisal performed by a Maryland licensed structural engineer/professional ( active XXXX XXXX ). We researched the website and contacted the state licensing department. It was confirmed no active license exists for XXXX XXXX XXXX. Additionally, we requested evidence of payment in full to no avail. 
Satisfying this condition is shared by the mortgage company and listing agent. 
3 ) On two separate occasions, one in the presence of XXXX and XXXX, one in presence of only XXXX, we requested leak and backflow of bathtub drain be evaluated and repaired accordingly. The seller verbally agreed to fix. The second time it was addressed, XXXX assured us it would be fixed. The request was never put in writing via an addendum making it part of the contract. Additionally, it was never followed up on/fixed. As a result, additional major costly plumbing/septic/drainage issues evolved. * 4 ) Settlement was conducted at subject property. Prior to closing, we were not offered an opportunity or instructed to complete a final walk-through inspection. We were not provided with any type of direction or checklist. Unfortunately, this led to agreed upon repairs unfinished because priorities were focused elsewhere. * 5 ) Prior to closing, we had no idea how an escrow or outstanding repairs process worked. We did our best to work with the listing agent/sellers. We trusted XXXX to be an accomplished licensed agent making well informed decisions to protect our best interest. 
Since closing, we have learned so much regarding protecting the buyer. There was never a written estimate evidencing septic replacement cost prior to closing. It is industry standard have estimates in writing. It is industry standard to escrow 1.5x the cost to cover unforeseen expenses. Hence, what we are dealing with today! Since when is a verbal figure pulled out of thin air acceptable? How is agreeing with a verbal figure in our best interest? This was not handled in a professional manner. 
The title company itemized the escrow on settlement sheet as a septic invoice vs an escrow? Approximately 2 months after closing, we requested a copy of a written septic replacement from our agent, broker, title company etc. No one could provide it? Since he was aware of the septic escrow, our last effort was to request it in writing from our loan officer, XXXX XXXX, of Guild Mortgage. No copy/not involved. 
XXXX informed XXXX there were ways around allowing the mortgage company being aware of septic issues and closing successfully. 
with said topics being addressed appropriately, has led us to where we are today. 

CLOSING INSTRUCTIONS Page 14 of 17 Closing Instructions " ESCROW FOR COMPLETION. No loan should close with funds escrowed for completion unless Lender gives prior approval ... '' Nowhere in the file does it address the escrow in the amount of {$40000.00} was approved?

Not to mention, there was never a written estimate evidencing septic replacement cost prior to closing. It is standard to escrow 1.5x the cost to cover unforeseen expenses. Since when is a verbal figure pulled out of thin air acceptable? H
ow is this in the buyers best interest? Not handled in a professional manner.

The title company itemized it on settlement sheet as a septic invoice, not an escrow? Where is the actual hard copy evidencing this figure? The buyer requested from buyer 's agent, buyer 's broker, title company. No one could provide it? It appears only the loan officer, XXXX XXXX, of Guild Mortgage, was aware of septic/escrow issue. 
with said topics being addressed appropriately, has led us to where we are today. 
It is our intent to resolve the many issues as well as how they were/are being handled. 

Specifically, the septic replacement escrow and bathtub drainage problem. 
It appears only the loan officer, XXXX XXXX, of Guild Mortgage, was aware of septic/escrow issue.

Company response to consumer: Closed with explanation