Rocket Mortgage

Closing took 60 days. I was passed around between more than 5 people. They didn’t ask for my information until it was too late and then closing was pushed back. A couple of people I talked with were rude and not understanding. Would not recommend. Still waiting for my reimbursement. Was told I would get credited in some way for everything that happened during the process. Haven’t heard back in multiple weeks. Very unprofessional of Rocket Mortgage.

Length of Use: 3–6 months

Bottom Line: No, I would not recommend this to a friend

We were able to get our refinance done very quickly but the checks that were supposed to be sent upon closing had the wrong name on them twice and now no one seems to be able to tell us what is happening with them. Highly disappointed as this is unnecessarily tying up funds when this whole process should have been finished over a week ago.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Worst experience buying a home. My file was switched between three mortgage bankers and all gave me completely different stories and rates. Prices changed weekly all the way to closing. The bankers did not know what they were doing and each time my file was moved I had to explain to them what was going on with my file the last I knew. I had to provide them with everything but a DNA sample. One day everything was good and the next they couldn't do the deal. I was on pins and needles for over 45 days. I will never ever use this company again and I dont recommend anyone else use them either.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

Very disappointed in Rocket Mortgage. They pulled a fast one on me one week before my closing after I was supposed to close two weeks prior. The first home I refinanced with Rocket Mortgage was a good experience. I used you guys to purchase my next home and started off a good experience, and ended with Rocket Mortgage taking complete advantage of me.

Length of Use: 2+ years

Bottom Line: No, I would not recommend this to a friend

We have had a good relationship with Quicken/Rocket Mortgage for eighteen years. We recently took out a remodel loan. We never received an invoice until today, January 17, 2023. I called to ask forgiveness for a late fee that was put on our account before we even received a bill! I have been in and out of the hospital after a life-changing fall and recovering from breast cancer and surgeries.

I need help with setting up our new account on twice-a-month billing we were promised to get a call once the account was set up in the system. We received no help and customer service was cold and unyielding and did not help me get set up correctly. We have received NO invoice by email or mail until January 17, 2023. Please help! We have had perfect credit for many years with your company.

Length of Use: 2+ years

Bottom Line: No, I would not recommend this to a friend

Great system, until I came up against a wall. I have no weekly paycheck, and I am paid via wire transfer from my employer who is overseas. I provided the bank wire confirmation and showed them monthly wire's in the same amount. This was not good enough for them. They wanted, and their system only accepts, pay stubs. Well, we all don't work for Walmart and some get paid via wire transfer. They were lost as to how to help me.

Basically, they can't go outside the box even though I provided the info they needed. It was not a pay stub. My feeling is they are children playing grown ups making hourly rate pay at hourly rate mentality.

Bottom Line: No, I would not recommend this to a friend

The close was quick and really seamless.

However, I felt like I had to fight for the APR and still did not get what I wanted. I did not walk away thinking, YES! I shopped around and almost went elsewhere.

I will take my business to the best numbers person next time.

I have an excellent credit score, and all the right answers for what I felt should have been rewarded since I have stayed with this company for years.

In the end, it's about money and the competition for the best numbers.

Bottom Line: No, I would not recommend this to a friend

My experience started out a little shaky. After initial registration with the Rocket Mortgage website, I had 3 different people from Quicken calling me and some other unknown numbers calling me that may have only been a coincidence. My first human contact with them was a guy that didn't seem to understand I needed basic info on the loans I was considering - he just wanted to make the sale. Eventually, I settled down to one person who was great at getting me going, choosing a loan, sending me an amortization spreadsheet that let me play with some payment scenarios - was all good at that point.

The application process was pretty good. I had all my documentation submitted online within a day and had conditional approval soon after. At this point, something broke. The online application process has 3 sections: requests, working on it, finished. One document lingered in the "working on it" section for a long time. Upon approaching the "loan objection deadline" in my real estate contract, at which point I can no longer back out without losing my substantial earnest money deposit, I queried Quicken about the loan status and the "working on it" document and they did not even bother to reply.

Turns out there was a serious problem due to a mistake on Quicken's side on which loan they were selling me and they were not communicating to me. It seems like they just froze up and assigned it to a specialist who lacked customer focus. Literally a few hours before we were to hit disclosure deadlines required to meet scheduled closing date, I get a call from this person informing me they had quoted the wrong loan type and that she would be happy to sell me the correct loan type, which of course had higher fees and cost more in general due to interest rates moving up in the meantime and the escalation person, while acknowledging it was Quicken's mistake, refused to do anything other than basically saying to take it or leave it. At this point, I was pretty well screwed on losing $15K earnest money if I went with another lender.

I was able to get past that at a substantial additional cost to me, and then more communication chaos ensued. Quicken told me nothing but what the Escrow company told me, Quicken saying we would not close on time. Quicken told the real estate agent something else, and it took me several calls to get somebody at Quicken who would or could tell me anything concrete.

To their credit, we did end up closing on time, but it took multiple escalations from me. In summary, this could have been great - all my application material was in by the 11th, and we closed on the 28th. That seems really good and should have been easy as I am a highly qualified buyer putting 60% down payment on the new home. However, it felt like that upon encountering a problem on their end, Quicken just froze up and stopped forward motion. I also think keeping the borrower in the loop on the loan progress is not a strength of their process.

Again, to Quicken's credit, after I managed to get their attention, there was a ton of support for keeping the close on time, but I seriously fault Quicken for placing the burden on me to get their attention rather than any proactive effort on Quicken's part. I believe they intend to be very customer focused. Just seems like there are some gaps in how they operate internally and interact with the customer when something out of the ordinary happens.

Initially I had a rating higher than 2 stars because it did close in 18 days, which equals Lenda's "as soon as 18-day close" rhetoric and seems pretty good, but considering it wouldn't have closed and I likely would have lost my earnest money without me staying with Quicken, not to mention substantial financial concession I had to make, and serious escalation actions, also by me, a 2-star rating seems more appropriate.

Bottom Line: No, I would not recommend this to a friend

From the beginning, I had an extremely difficult time getting estimates from our banker. We were first-time home buyers looking for a house - I needed to know what we could realistically afford. I had to ask for a standard breakdown of ALL closing costs (what all costs are included, not dollar amounts), if it included the earnest money, and even had to list out "what would a standard mortgage payment would be for - $170k, 180k, 190k, 200k, 210k, 220k, 230k" because I was not being given any dollar amounts. After the pointed question, I got an acceptable answer.

We want to put an offer on a house! We have the address. I ask for an estimated mortgage payment amount. The paraphrased conversation is as follows:

"Do you have a home insurance quote?"

No, obviously not. We haven't put an offer in on the house.

"If you can get a home insurance quote..."

Not going to happen, we haven't even put an offer in on the house.

"I really need the home insurance to give you an accurate quote..."

I DONT NEED A QUOTE. YES, insurance varies from city to city. YES, it varies on if it's in a floodplain or not. I'm aware of all of this, I HAVE done my own research, believe it or not. I want an estimate. Use the average in Texas. Use a number higher than the average in Texas. I really, really don't care, I just need a ballpark amount to see if we can afford this house.

"But taxes..."

You also have access to look up tax records. So do I. But this is your job, not mine, and I'm not going to do your job for you.

At this point, I'm irritated. I'm being asked to get quotes on home insurance and put an offer in on this house without being given an ESTIMATE, an IDEA of what my mortgage may look like. I was ready to walk away and find a new lender. I know our banker wanted to give us the most accurate information possible and I highly believe this is a result of Quicken Loans training, but these expectations are entirely unrealistic. Keep in mind this is still BEFORE we put an offer in on the house!

Our banker was good at fixing things when I put my foot down and clearly laid out my expectations as a consumer and what I expected of him, making it clear that I don't play games, I'm not a pushover, and I'm not afraid to switch companies because this was not as easy as I was told by a family member who also used Quicken Loans. For an online company, communication is the most vital part of the entire process, and it's what this company is severely lacking the most.

But we love the house, so we put an offer in and keep working with Quicken Loans. We are now in our 10-day option period. Phone call after phone call, I request text or email because I also have a job to do, and I'm not ceasing what I'm doing to make your workday easier or a little more convenient, and to talk through something that I can read for myself. Send it in a text or email, and I'm more likely to respond HOURS faster! So our banker did.

Then I get Grace. Grace doesn't make it clear that we will still be working with Joe - I like Joe. I may have to pull information out of him piece by piece, but I trust that he's honestly just trying to do his best. But he's a banker, not a communications person, so I also understand that.

Friday, 5 p.m., I get a text from my realtor who is on vacation that an appraisal has been ordered for our home. DURING our option period, BEFORE our home inspection, TOMORROW (a Saturday). We were notified by the other realtor because that is completely unusual. I look at my emails - no notification from Quicken Loans. But see, I'm still at work. So I have to wait to call an associate realtor that is in the office. He tells me to get a hold of someone and have them cancel it because it was our LENDER that ordered it (first time home buyers - I wasn't sure who ordered it). So I try to get a hold of Grace. No answer. I call Joe's work phone - no answer. So I call Joe, on his cell, at home, and he has to get online and cancel the order.

1. It was an "automated order." To the Quicken Loans Software Team: Cancel that automation crap RIGHT NOW. I was so livid - that is essentially "my money" that you're spending by ordering an appraisal that we don't even know that we WANT yet because we haven't had the house inspected! If we were to back out of that contract and you ordered an appraisal without my approval or consent, you best believe I would not be paying for that.

2. I got a response from someone "on behalf of Grace." Excuse me? No. That is the worst kind of customer service - basically "Grace doesn't want to deal with this, so I'm responding to you instead." Honestly, with that kind of service, I'm surprised anyone thinks this is an "easy process" unless they want to be completely hands-off the entire thing - which I am not that kind of person.

3. I demanded that any decisions that would cost the buyer money be communicated to us for our approval first.

The next day, my husband gets a call from customer service because he got onto our account and rated our experience so far as low as he could. He doesn't rate anything or give bad feedback EVER, so I was shocked when I found out that he was mad and frustrated for me (since he works in a classified area and is unable to handle the daily tedious tasks and communications). Talking to that rep, she said she bought her house through Quicken and she had the same communications issue. Cool - so it's a training problem. Management - take note. Your customer service training program for bankers (numbers people, not comms people, so this needs to be intensive and continuous) and loan specialists (I have no excuse for them) is AWFUL.

Then Grace was replaced by Sasha. I made it clear that email and text are the best and only ways to communicate with me effectively (by now, that's so I can keep a written record of all communications). Sasha was great. I relayed to Joe when we were ready for our appraisal and asked for notification of when it was scheduled.

I didn't get that notification.

I relayed frustration to Sasha that I was not getting communicated to the level that I expected and was highly frustrated. FINALLY - Sasha turned off ALL automation so that she would personally email me updating me on various events.

Does that take more company time?

You betcha.

Does that make the customer feel that people are actually looking at and taking care of the loan process instead of letting "automation" do all the work for them?

Absolutely.

Communication between Quicken and our realtor was also poor. She noticed they were great in the beginning and then stopped sending her the information that was being uploaded into our account.

From then on, it was smooth sailing. But of course, from then on, there was nothing left to do except to close. I feel that I kicked and screamed my way through this entire process to get people to READ notes, to do due diligence, and even do their JOB. Just because it's an online company does not mean customers want to be hands-off. It means I don't have the time or ability to visit a brick-and-mortar building and expected a higher quality of communication.

Will I use Quicken Loans again?

Only if every single rep communicates with others assigned to the account of my communication preferences, expectations, and turns off the DANG AUTOMATION. So, probably not.

Bottom Line: No, I would not recommend this to a friend

Mostly went well except we were lied to about the closing date. We asked for 11/30 and were told no issue with this. Later told we had to close by 11/20 or lose the interest rate. Also, the amount of cash back kept changing.

Bottom Line: Yes, I would recommend this to a friend

This is the third time I've used Quicken Loans and obviously, if the previous two experiences weren't good, I wouldn't have gone with them again. However, this time was different.

Normally throughout the process you have constant contact with your broker so you are aware of the loan progress, but not this time. If I didn't reach out to Miguel Brewer, I would have never heard from him. He never answered his phone and took at least 24 hours to return emails. In fact, I had to call the general help desk line just to get answers.

But what made the experience the most unpleasant was when I was about to close the loan, the closing statement listed some credit card accounts they were requiring me to pay off with the loan proceeds. This was never disclosed to me during the refinance process and was a complete surprise to find out on the eve of closing. When I brought this to Miguel's attention he said it was required, but offered no explanation. I pushed for more details, but his response was to pay them off or walk away from the loan. Considering we were already 30 days invested in this process it didn't leave me many options.

I don't know if the culture at Quicken has changed or if I just got assigned a below average performer, but I don't think Quicken will be on my list next time I shop for a mortgage.

Bottom Line: No, I would not recommend this to a friend