Rocket Mortgage — Local services in Detroit

I applied and quickly got approved for a home equity loan in August, 2020. It took about 2 weeks for my loan manager, Chantel Floyd, to get my package together. The day I received the package I submitted the required paperwork they asked for. Then I did not hear from her again until about a week later something popped up on my online ‘To-Do’ list that said my package was incomplete and more paperwork was required but it did not list what paperwork they needed. I called her for 3 days and emailed her with no response. I called the 800 number for general information to inquire about what paperwork was needed. The person I spoke with, Bree, stated they had everything they needed and should be ready to close within the week. I still did not hear back from my loan manager so I emailed the ‘help’ department asking for a new loan manager and explaining that I did not receive phone calls back. This email was the only thing I could find as far as needing to speak to a supervisor or filing a complaint. A few days later I received an email back from the ‘help’ department stating that their system shows I did get to speak with somebody so they closed the concern. That was it. At this point my loan manager starting returning calls but every time there was a new problem. She requested another paystub because she said the one I submitted was not full time hours (it was). I submitted another one and she said it had the same problem. After reviewing the paystubs with her it turns out she was not understanding the shift differential on my stubs and was only counting hours marked as ‘regular’. This is a loan manager for a huge company dealing with home loans that can’t read a check stub correctly. So after going back and forth every couple of days on the phone for a month she still could not get me ‘qualified’ for a loan that I was approved for a month ago. I was told earlier that everything was ready to close within a week until I reached out to the ‘help’ department then I couldn’t get qualified. Mind you, I got quotes from 6 different companies and NONE of them had trouble qualifying me. Only this company, and only after I had a concern. Good thing I continued with another company at the same time I was working for her. After over a month of back and forth I was still going in circles with issues I swear she was making up because I complained. The communication with Rocket mortgage is horrible and there was nothing ‘Rocket’ or even somewhat fast about it. They will not get my business now or in the future and I wouldn’t recommend using this...

Do not use this company. Do not refinance with them unless you are prepared to record all of your conversations with them in preparation for the lawyer you'll eventually need. They won't just mislead you in your loan, they'll flat out lie on recorded lines and you'll have to play those recordings for an attorney to right their wrongs.

They will make mistakes in your closing process, they will admit those mistakes on recorded phone lines and say they never should have happened. When you ask them to correct their own mistakes they'll refuse and any time you try to make mistakes their senior representatives will talk over you and frustrate you more than you could imagine, even after you send them a recording of their colleagues admitting they made mistakes in legally binding closing documents.

Better Business Bureau complaint after they admitted their own mistakes but refused to fix it. - No resolution Consumer Affairs Review - Hundreds of views and no resolution Trustpilot Review - Over 200 views and No resolution

They don't care that their admitted mistakes cost you thousands of dollars. They make those mistakes on legally binding closing documents and you will need an attorney to hold them accountable for even their own admitted mistakes. "We shouldnt have done that. That was our mistake. You still owe us more money even though our mistake caused the error."

The only real question is how many times they've made mistakes in other people's closing documents and have gotten away with it.

Here's what to look for: In your closing documents, how much did they say they'd put into your home's escrow account? How much did they actually put into that escrow? Are they different? Did they ask you a few months later to pay the difference between what should have been put into your escrow and what was?

Update: Official Response From Quicken (in writing) Yes, a mistake was made by our own sister company and, no, we did not catch it even though the borrower told us of the mistake at the time. We don't think we should have caught the mistake. No, we will not fix it. In response to your BBB complaint we will disclose the sensitive financial information of the borrower to a third party the borrower didn't authorize to view such information.

This is how Quicken...

My husband and I decided to refinance our home so that we could do a few home improvement projects. We searched for a couple of companies online and of course, within minutes of inputting our information, a representative from Quicken contacted us, eager to help us on our journey to refinance. As we chatted with the rep regarding the how to’s of this process, he repeatedly let us know we needed to sign the contract to “lock in our rate.” Silly us. We caved to the high-pressure sales and signed because we were repeatedly told that the $500 deposit for closing costs would be fully refunded. This was a lie from the start. We proceeded with the application (The rate was terrible, despite our near perfect credit. We've since learned how small companies can provide much better rates.) My husband asked if there were any situations in which our money would not be refunded and we were assured there was not. We had right up to the final moment to cancel with a full refund. This was a lie. After a horrific appraisal (the houses they compared to ours were miles away and only the square footage was similar), we chose not to use their service. And the promise of the $500 refund? Of course that was no longer an option. The $500 deposit was no longer for closing costs and was now for other costs (no one could tell us what costs). We’ve reached out to everyone we can, only to be tossed around from person to person and told that the salesperson did nothing wrong. No one seems to believe that their disgusting sales tactics are wrong and the idea of us requesting a refund is absurd to them. I can’t express enough what a nightmare this has been. Do yourself a favor and don’t even think of using Quicken Loans for anything. What a terrible company taking advantage of people, no less, during a pandemic. Shame on Quicken Loans and their dirty, dishonest sales tactics. A rating of 0 stars would be a better description of...