I’m glad the house closed, but the experience getting there is one I would not repeat, and if I could have gotten the same rate elsewhere I would have done that.
I don’t like being lied to and Randall repeatedly did that when he told me over and over that an escrow holdback wasn’t Rocket’s decision. It is. I know that. My realtor knows that. Randall was rude, condescending, and treated me as though I was an imbecile when I was asking him to explain something I read ON the Rocket Mortgage website. After dealing with him, I didn’t want to speak to another person there.
This is an emotional process and we were dealing with a very difficult seller. There were absolutely things Rocket could have done to make the process easier and not only did they refuse, but they also treated me like garbage for even asking.
Furthermore, when I would ask for a supervisor I would get passed to a customer care team that was great at the “customer empathy” training, but absolutely did not solve any of my issues. Calling and lodging a complaint with someone who can’t fix it is a waste of time and gives the appearance of excellent customer service without actually giving it.
No, I did not enjoy this experience and I would not recommend Rocket after my experience.
Pros and Cons:
Bottom Line: No, I would not recommend this to a friend
