Rocket Mortgage

Until being pestered to complete this survey, the experience was five stars.

Hopefully, now that I’ve completed this thing, they'll stop nagging me.

I tried to submit this, but apparently, they need me to be more thorough with my response about being nagged to complete this vapid self-aggrandizing survey.

I hope you feel pumped up by my response.

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

Overall it went smooth. I wish things were explained a little better. I felt I was being pushed around and treated like a dummy, it was then that I did some research on my own on proper terms and meanings. The next time I was contacted I spoke with authority and knowledge, and the backpedaling began. Then I was treated like an equivalent person. Once I was moved to the final stages, I was transferred to a different agent who again didn’t seem to want to explain things. At this point, I no longer cared. So to improve your services, I would assume they are paid commission on loans, to pay them for their time and not to mass approve loans. Explain things better and show a detailed list of the “other” charges on the loan documents.

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

My wife and I received a fantastic deal with help from low mortgage rate at the time. Again, couldn’t be happier with the outcome of the costs. However, when it comes to communicating it was just shy of embarrassing. For example, we found out 24 hours before we were supposed to close that it would be in 24 hours which was the wrong date from "expected closing" if only my representatives would have read that the date was 4/25 as requested by the owner...a month before. I also caught the 1st guy Brandon trying to bait and switch me with the origination price, after he was so fast to have my wife and I e-sign everything. I have to assume he’s a used car salesman because he specifically said our loan wouldn’t be sold off to another party. Well, that took about a week. If an HR representative reads this they should listen in on what he tells customers, just my recommendation. After he was caught dead to rights I said I wouldn’t move forward unless his manager steps in. He did, said some nonsense about "after 12 am the rates didn’t lock." I guess the e-signature on the document labeled "rate lock" doesn't mean what it implies. Next, I was handed off to a woman named Kim, for the situation she did as good as someone could. Her miss was on straightening out my homeowner's insurance that Brandon whiffed on. If anyone needs evidence of these events I made a copy, but they should all be in the original documents with the loan. I'm only recommending this because of the monetary deal we got, I felt I was in a timeshare presentation for the remainder.

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

Worked with my Quicken team 2.5 months prior to closing to get everything squared away in hopes of a smooth closing.

Less than 24 hours before closing we received a call telling us our closing was canceled because additional paperwork was needed. This deflated us as we had been working with them for 2.5 months and then right before closing we get this news. However, we hustled and got the paperwork in and the closing was pushed from a Friday to the following Monday.

Closing went seamless and we thought all was well. A day later we noticed that our homeowner's insurance debited our account. After speaking with our insurance provider and a Quicken rep we found out that the underwriter neglected to write in our first year's worth of insurance in for our escrow. Once again this was extremely disheartening because Quicken had 2.5 months to plan for this closing and yet we still have a hiccup.

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

I have had two mortgages with Quicken in the past, all good experiences.

This refi has been confusing and each set of paperwork I received was different than what I was told on the phone or in email.

I am not and will not sign a document that doesn’t represent what I am hearing will be the terms.

This is still unsettled a month later.

While I haven’t heard this, Quicken may have just decided to not work with me.

Disappointing.

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

This is my second loan with Rocket. The first one was so easy, quick, and efficient, with excellent communication. This time, not so much. I don't know if it was due to COVID, or what, but the communication was bad - I would get different answers to my questions, was asked for documents that didn't pertain to my situation multiple times until someone finally acknowledged that I couldn't provide financial documents for the company I work for. Even the closing was bad - we scheduled it, weren't sent the dashboard website link, it was canceled after having been delayed two times, due to "technical issues" getting the docs to the title agent, and finally took place 8 hours after it was originally scheduled, with me having to text, email and call to get it figured out. The final person from Rocket that I dealt with was great.

Length of Use: 1–2 years

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

The mortgage support specialist that I started working with months ago was very helpful in the selection of the loan and the origination of the refinancing process. However, it was very hard to get in touch with him after the process was started. I also used the dashboard chat feature many times to try to find out why the process to get ready for closing was taking so long. Although someone typically responded in a few days, they never were able to explain the holdup. I finally spoke to my original mortgage support specialist a few months in, who patched me through to another office that indicated the employment verification request slipped through the cracks. They jump-started the request for information from my employer, but it still took almost another month to have this finalized. In the meantime, I was notified that I was being transferred to a new mortgage support specialist, who I called to check on the status. He returned my voicemail the same day, but his tone was incredibly patronizing, and he told me there was nothing more he could do/no timeline he could give me since the final process was done by a third party and out of his hands. He said I would just need to wait, even though I had been waiting without any answers for more than two months at this point.

As a result, I started a new loan request with another bank. I only ended up sticking with Quicken because they managed to schedule my closing two weeks after that phone call and before my second loan application was finalized. If it weren’t for the convenience factor of the online interface and the fact that I was already with Quicken, I probably would have walked away.

Length of Use: 2+ years

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

My original contact was Julian Savaya. I put in two offers and my rate changed from the first to the second even though I had a rate lock in place. He was awesome but once he handed the process over to his team all hell broke loose. The next couple of people that got involved didn't have the same commitment. They routinely missed emails from my realtor and title company or details in the paperwork that slowed the process and almost derailed the entire mortgage.

Length of Use: Less than 3 months

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

When our loan was passed to the final steps several things went wrong. Papers that were emailed over were misread and our closing was delayed due to paperwork not sent to us for approval. The reason they were waiting turned out was misunderstood by the loan processor.

Length of Use: 6–12 months

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

The agents were unresponsive and not forthcoming with clear and honest information. Have had a lot of issues with escrow which are still pending over several weeks.

Length of Use: 1–2 years

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

Overall, we got what we needed. A refinance with a lower rate. However, we took time off work to do the closing. But the notary never showed. I asked for a bit off the closing to cover missed work since we had to take more time off to do it again, but I was refused. Then we rescheduled and I got a call from 2 notaries that were scheduled. A lot of back and forth to figure out who we were supposed to see. I filled out the banking info for the closing costs to be taken out of my account, but that didn't happen. So I was then sent wiring info to wire the funds. More time off work, and the bank charged me money to wire the funds. Money I wouldn't have had to pay if it was done right the first time. Frustrating, but again, we got it done.

Length of Use: 2+ years

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