Rocket Mortgage

The people I spoke with were courteous and helpful. However, the process is very drawn out because there are numerous "teams" that have to review the application and get more and more data. Either there are not enough people on each team or the hand-off between teams is not smooth. I believe the process took over 2 months to complete. The first closing date had to be canceled because two hours before the appointment the agent informed us that we had to have a witness present. Had we been told even the day prior we could have arranged that. And then that agent became ill and had to send an alternate, who did a good job wading us through all the necessary forms.

So, to recap - knowledgeable people worked with us but there were too many teams and each team seemed to need some new data that hadn't been on the many lists. Give us the entire list of required documents upfront so we can gather the data together earlier.

Length of Use: Less than 3 months

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

I dealt with some really good, really professional people. I also dealt with some people that did not seem to grasp what a large, complex, and important purchase a house can be for a person. We had more than one time where the ball was dropped due to incomplete communication or just plain old clerical errors done by other departments. At the end of it, I never felt the mistakes were taken seriously by quicken as a company.

Length of Use: 1–2 years

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

I started a refi with Quicken and was approved on my first call (the current mortgage was with Quicken). For the first week after approval, there was good follow-up. After that didn’t hear another thing. Finally, during the 4th week, I called and tried to reach someone. I had to leave a message, after a couple of days I did get a call back. NOW he tells me they ran into a small issue and are working their way through it. It would have been nice if they would have kept me informed as this process proceeded and not left me in the dark.

Length of Use: 2+ years

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

Overall good, failures were in the time it took to correct mistakes. Agent used for closing was not given the correct instructions, had to call to correct mistakes that I had notified Quicken about several days before with no response ever back from Quicken team.

As I have had several experiences with Quicken I would say that this time around was very much below the grade of previous experiences.

Length of Use: 2+ years

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

The biggest issue I had was throughout the refi and closing process I did not have a single point of contact, and every time I called I had to explain things all over again. This was exacerbated when there was a problem with the payoff to my old bank, and the payment was lost. This was not Quicken’s fault but we did not know that in the beginning so I was not in a good place. Every time I called for help I had to start over, and people would get short with me because they "were new to the account." I finally lost my mind and got escalated to a senior person, who was extremely helpful and became that single point of contact I needed all along.

Length of Use: Less than 3 months

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

Refinanced at a lower rate and lowered my monthly payments almost $500. The initial salesperson sold me on the idea of a fast track refinance and we went with it. Overall everything went pretty smoothly except for the final numbers prior to closing.

Length of Use: 2+ years

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

My overall experience with Rocket was good. Everyone from Rocket was helpful and polite. They helped me accomplish my goals with a refinance, and helped resolve issues.

However, my experience with Amrock LLC, the company they outsource closing to, was unacceptable. I was asked to pick a closing date/time and I arranged for a witness as well. Three times the closing did not happen on the selected date/time. The first two times the closing was canceled only a few hours beforehand, after the witness, spouse, and I all arranged work schedules. Luckily the third time we were able to have a closing, but we had to change the time. That only worked out because I proactively called Rocket the day before.

Length of Use: Less than 3 months

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

Dealing with Sal and many of the people at Rocket Mortgage was good. However, all of my dealings with Amrock were terrible. The customer service people were not helpful, the appraiser they sent was terrible and even missed that my house was block, thereby lowering my estimate that took TWO WEEKS to report, when I was assured it was only a couple of days. I had to beg to get it done, as it was holding up my loan.

No one informed me that the wire could not go to a title account for a purchase until after it was refused, thereby making my purchase take two weeks longer.

Every aspect of Amrock was disappointing...start to finish.

Length of Use: Less than 3 months

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

I felt as if the process went pretty smooth, until the final few days of the closing. I was asked for pay stubs, and other various documentation on the day of closing, when that easily could have been done days in advance. My lawyer was having trouble getting responses from the team that was working on my loan, and everything was completed very last minute. They also did not include my condo insurance within the escrow account because of an oversight. I had great experiences with Alex, my mortgage contact, but after that, I was very unhappy with the service.

Length of Use: Less than 3 months

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

I found the refinance process almost more stressful than the initial purchase. I wish I was told more information regarding my debt-to-income ratio. If I knew I would be closely scrutinized for using my credit card, I wouldn’t have used it! Rocket kept needing me to contact my credit card company to prove the account was paid off. When I provided the information, the accounts did not match for security reasons. A lot of back and forth! This delayed my closing a few weeks. Also, there were at least three different people that contacted me about this, wish it was more consistent. In addition, it seemed like an extreme sense of urgency the second Rocket needed me to sign or review a document or upload anything. This also provided a lot of unnecessary stress.

Overall the process was just okay, I think the employees need more training on professionalism and the overall process so I knew what to expect.

Length of Use: 1–2 years

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

My refi took longer than expected. I had to make a couple of phone calls on their behalf to keep things moving along - or the refi process would have stalled completely. Stay on top of your process. Other than that, the refi went well.

Length of Use: 3–6 months

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