Poor communication & transparency during the mortgage process. During the beginning of the quoting process I was talking to multiple lenders. I asked each lender to keep points at zero so that I only had to evaluate vendors on two variables - rate & origination / lender fees. I originally got a much better deal from Redfin Mortgage and went with them since they were giving me a lower rate, no origination or lender fees, and even ended up giving me negative points on the deal when they were already beating everyone else at zero points. During my mortgage quoting process I gave all lenders the following guidelines: 1) I'm shopping around with other lenders. Everyone will get a second chance to beat the initial best offer I receive. 2) There must be zero points on the deal so that I'm only evaluating two variables - rate and origination fees. 3) I'll be making my final decision by Friday of the week I was shopping around. All final offers have to be in by then. I originally went with Redfin since the deal was better. I gave Guaranteed Rate the opportunity to beat it but they couldn't. I moved forward with Redfin and throughout the process they ended up lowering my rate again since market rates dropped. Unfortunately, when we got to the part of sending a lender appraiser on site the deal fell apart. The appraiser used wasn't from the area and ended up appriasing the house incorrectly and low. Due to Redfin policy, they couldn't send out a second appraiser even though I was willing to pay for it. When that happened I circled back with Jason at Guaranteed Rate to get a re-quote on my loan. I was clear I wanted no points on the deal. When we landed on a deal (which I have documented in email) he indicated that the origination fee was to be waived and there was no points. That is not what ended up happening. We were in a rush since we were already behind timeline to close from the first mortgage deal falling apart. When we got to the first round of paperwork I pointed out to Jason that there was still an origination fee on there. Jason indicated this was just the first round of paperwork and he'd have it removed for the final round. We get to the final round of paperwork (a couple days before close) and the origination fee is still on there and there's a lender credit on my deal (negative points). Jason indicated that to me there should be no difference since I'm not paying out of pocket since the lender fees are covering it. My issue here is that's not what we agreed on. We agreed on zero origination fees and no points on a deal so that I was limiting the amount of variables in a deal and getting the best rate possible from a lender while allowing me to compare apples to apples when comparing vendors. Instead, there were back end negative points baked into the deal used to pay for an origination fee (which should have been a $0 line item) which I could have in turn used to secure a lower rate. I addressed this with Jason and indicated that I was less than pleased about the lack of transparency and communication on what he was doing with the numbers. At first it was waived, then it was "we'll get it removed" and then it was "we're using lender fees to pay for it." Again, most of this I have documented. The only reason why I didn't walk away from this deal was because I was 2 days out from closing and I'd likely end up losing the entire real estate deal. In the end, the deal was not made right and I did not have the broker show at time of closing due to my level of disappointment with him and my overall experience. Note - the transaction management and coordination management of the team supporting my deal was excellent. They were up front and on top of all action items and diligently followed up.