QUICKEN LOANS, INC.
Consumer Complaints
There are over 2206 complaints on file for QUICKEN LOANS, INC.. Dated between 2019-12-10 and 2012-02-01.
Complaints Page 6
2019-08-28
Scottsdale, AZ
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Hello there, I am trying to work with Quicken Loans, its 3 days before closing, and Quicken has informed me I must come up with an additional 5 % down to get this loan. They have stated that the HOA on the condo is short .03 % in reserves and therefore I must come up with another {$12000.00} in 3 days to close the loan. I have had ALL my documents in ON TIME and signed mortgage disclosure, locked in the rate, and all other requirements to satisfy the loan. They DID NOT do the proper due diligence on their side in a timely matter to close this on time ( XX/XX/2019 ), the whole while saying I could sign on XX/XX/2019 and close on XX/XX/2019. They came up with several last minute problems to cover their lack of timely due diligence. Also, my current home has a loan with Quicken Loans and has a tenant moving in 5 days. Therefore, I will have to stay in a hotel and move my personal belongings into a storage unit.
1. They sent an appraiser out to my current address, on Sunday morning prior to close, and never communicated this to me and he could not get access to the property through the guard gate. He never left a card and I could not contact anyone at Quicken loans to clarify this matter or even call him back.
2. They came up with the HOA shortage 3 days before close even though they had contacted the HOA several weeks beforehand.
All in all its costing me twice as much in down payment and closing costs to get this done and 24 before I was supposed to sign documents and 72 before close of escrow.
That said this is a major financial, emotional and physical constraint for me at this time while undergoing XXXX.
Company Response: Closed with explanation
2019-08-27
Jacksonville, FL
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Received unsolicited financial product or insurance offers after opting out
Complaint: Rocket mortgage a subsidiary of quicken loans called to offer a mortgage. I expressly said do not pull a credit report multiple times. Caller conned me by asking for last 4 of social for ID verification. I never wanted the mortgage and I never gave consent for credit inquiry. However thats what they did. They pulled credit report causing my score to be impacted. I am applying for a mortgage elsewhere ( I was already preapproved ) but this impacts my interest. They refuse to remove the credit inquiry that they pulled fraudulently
Company Response: Closed with explanation
2019-08-27
East York, PA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation
2019-08-27
Anaheim, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I apply the loan and also shop around to get best rate and best discount for my refinance. I receive letter from QuickLoans to ask to contract that they will give me better rate or they will give me {$250.00} Visa prepaid card if they are not able to match or beat my lender. I fill out online all my information and someone contact me. I have to go over 30 minutes to contract and another 20 minutes with the loan officer. But their rate is too high over 4.00 % or I need to pay points to get 3.99 %. It is too high, so I am ask regarding the letter promise/send to me. He make me contact other department to get paper. I fill out and even submit the loan estimate estimate that it shows my lender offer me better. However, they told me that I need to submit both loan estimate document and Closing Disclosure document, which I did on a few day ago, to submit to them. However they denied say that my document is not good enough to get $ XXXXVisa GC. I think they are not a great person to loan. I go to website and try to chat with someone. After enter for 15 minutes and ask my information, he just close the screen. I want to complaints to notice that other don't trust and use this since this company is very not what they promise and not try to resolve the problem, but disconnect and did not answer. This is bad if you go with them. They will promise and later there are some problem with the loan, nobody will help you. Try to avoid this company as I write to notice and don't do loan with them.
Company Response: Closed with explanation
2019-08-26
Tarzana, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-08-24
Three Bridges, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had my mortgage for around 3 years at this point. This is the 2nd time that my loan has been transferred to another servicing company ( 3 companies involved ). As of XX/XX/XXXX, my loan will be moved from Quicken Loans, ranked # 1 by various outlets for their mortgage services to a company called XXXX XXXX whom has terrible reviews and has not helped me get acquainted with their payment portals or processes. I currently have my loan serviced through Quicken Loans and was very pleased with their services. I do not want my loan transferred again to XXXX XXXX whom did not even answer my call when I called to hear details of this transfer. Every time my loan gets transferred to a new service provider I am forced to continually provide confidential information to multiple companies ( security concern ) and realign my finances and schedules. Having my loans reassigned so often is an injustice. This repeatedly happens for other loans as well. Please tell me there is a way to stop this as it is becoming beyond an inconvenience.
Company Response: Closed with explanation
2019-08-24
TX
Closing on a mortgage
Mortgage: VA mortgage
Complaint: At the heart of Consumer Protection is a fundamental requirement that professionals provide accurate and honest information. If the consumer can not rely on this, there can not be any expectation of protection. The following situation occurred because a mortgage banker with 7 years of experience, along with at least two other Quicken Loans employees, failed to relay information regarding the mortgage process and time allowances set forth standard VA Mortgage practices. I, as a Consumer, rely on the mortgage professional to relay this information. When this does not happen and the mortgage company does not accept responsibility, one can only ask if this is indicative of the Company 's lack of ethics regarding consumer protection.
On or about XX/XX/2019, we began the process of acquiring a VA loan through Quicken Loans. We went through an approval and underwriting process ahead of selecting a property. On XX/XX/2019, we entered into a sales contract and based on assurances from XXXX XXXX that we would have no problem closing before XX/XX/2019. Our residence at the time was under contract and XX/XX/2019 was the close date. We were told that the 2 week underwriting approval process we had completed made a it " easy '' " no problem '' to close by XX/XX/2019. The appraisal was ordered on or about XX/XX/2019 and completed on XX/XX/2019. We were told the appraisal was expected by XX/XX/2019. Beginning on XX/XX/2019, we were told each day it was expected in that day. The sellers of the home said they would do a buyer 's temporary lease once the appraisal was received. Quicken Loans told us once the appraisal was received, our closing could occur in 3 days. On XX/XX/2019 Mr. XXXX stated the appraisal had to be submitted within 10 days legally and on XX/XX/2019, I stated in a text we are over the 10 days. He agreed and did not know what to say. On XX/XX/2019, I contacted another lender and asked for advice and assistance. That person promptly informed me that VA appraisers have 10 WORKING days. At this point, when I relayed this back to Mr. XXXX, he said yes, the appraiser had until XX/XX/2019 and it most assuredly would be in on Friday, XX/XX/2019. At approximately XXXX, our entire house was on 3 trucks and we were forced to secure temporary storage. Being told that the appraisal was expected any minute and with the Seller 's offer of a buyer 's short term lease once received, we had packed with a door-to-door approach. At XXXX, that all changed and the ramifications were extensive. Our direct costs were {$3200.00} because we relied on information provided by Quicken Loans. XXXX XXXX, a Resolution Advocate with Quicken Loans had been contacted on XX/XX/2019 in an attempt to resolve the issue. He never provided additional information only to say the team was working on the appraisal and expected it at any time.
As I have explained in a letter and on several calls, I am not seeking to hold Quicken Loans accountable for the actions of the appraiser or Quicken Loans Partner Appraisal Company. I am seeking to hold Quicken Loans accountable for failure to provide accurate and honest information regarding the mortgage process. Why would another mortgage lender promptly explain the 10 working days and a general rule that appraisals arrive on the 10th day and yet Quicken Loans NEVER provided that information to us.
I am certain that had Quicken Loans explained the 10 working day rule on or about XX/XX/2019, we would have been prepared for the inevitable situation that arose on XX/XX/2019. There is a significant difference in dealing with a problem with 11 days notice versus hours to prepare!
I am XXXX years old veteran with 29-years of XXXX service, along with over 300 XXXX XXXX. I have experienced many deployments and been shot at during my military career and I have told people this was by far the worst experience of my life. I wrote Quicken Loans a well thought out letter devoid of emotion and exaggeration of impact. They took 2 weeks to " investigate '' and I was told the following : Here is the email you requested informing you that we will not be compensating you the {$3200.00} that you requested. I appreciated the feedback you shared with me earlier today and I am truly sorry that you remain dissatisfied with the service you received.
Best regards, XXXX XXXX | XXXX XXXX Direct : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX Fax : ( XXXX ) XXXX | XXXX XXXX
Company Response: Closed with explanation
2019-08-23
Berkeley, NJ
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-08-23
Five Points, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: This complaint is about Quicken Loans. My Home Loan Expert—XXXX XXXX—did not abide by the law in sending me a Loan Estimate 3 days after my application which was sent in XX/XX/19. It has been like pulling teeth to get a loan estimate from her. When I learned that the buyer should get an official LE from each lender to which he applied, I asked for a LE on XX/XX/19. She said via text, "when you have an offer accepted is when a LE is sent out." After my offer was accepted, I asked for it again and again until finally she sent a .pdf on XX/XX/19 that was supposed to be my LE. Oddly enough, it was zero kb and I could not open it on my XX/XX/XXXX nor my XX/XX/XXXX. I don't believe it was an actual file at all. I asked her on XX/XX/19 to resend it but I did not receive a response until XX/XX/19 morning when she evaded the request and texted, "Hi XXXX, good morning. I am getting all the OTP, Escrow and contracts from everyone involved in your transaction. Did you use the verified letter to submit your offer?" I said yes and asked once again to send me the LE. She again evaded the request saying, "Okay, that makes sense then. Okay, lets do this, since I have everything I need to get the process started, why don't you send me the loan estimates and if I can beat it then we ll move forward. If not, then Ill let you know its not possible." To this, I asked her again to "resend me this loan estimate so i can be looking at the breakdown while you compare" She replied, "Sure, when I get back to my desk, Ill wait on your emails, too. Thanks!" An hour went by and I received nothing. I called twice, emailed, and texted, saying "would you mind going ahead and sending the LE to me before I send these? With all due respect, I just want to make sure that I'm being offered your guys' best rate and costs regardless of what these other two lenders have offered." She replied, " Hi XXXX, I cant send out the discounted LE without seeing what our competitors are offering. So If I have an LE I can take it to my Regional Vice President and can send you what we can offer." I asked her to call me, which she did and I told her that she was legally required to send that to me last week. She said "yeah, you received it—it's on your Rocket Mortgage page." I was looking at my page at that very moment and did not see it anywhere. She said, "yep, it's under 'all documents,'" but, having the page pulled up, I replied "no, I'm looking at it right now and it only shows the documents I uploaded and the disclosures I am to read." She said, okay and that she didn't work on Fridays but she would go back to the office in a couple hours (it was around XXXX EST) and then send it but to go ahead and send my two LE's from other lenders so that she can do it all at the same time. I said okay but I'll wait for her to send it first. Not 10 minutes past after our phone call before she sent the LE at XXXX on XX/XX/19. After this, I sent my best LE received and she said she couldn't beat it. That's fine—it was a better offer—but the fact that I had to work so hard at getting the LE she was legally obligated to give me by XX/XX/19 and I didn't finally get it until XX/XX/19 is malpractice. I received such dishonest and shady customer service and, for that reason, will never recommend Quicken Loans to anyone.
Company Response: Closed with explanation
2019-08-23
San Francisco, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-08-22
Arco, CA
Improper use of your report
Mortgage: Conventional home mortgage
Complaint: On Thursday XX/XX/XXXX on a phone call with XXXX XXXX from Quicken loans we discussed my refinance application. On that call I expressly denied permission to perform a hard check on my credit until every single other step in this process was completed. I told the banker my score and he said he could get the information he needs from my tax returns and by asking questions via email. So he emailed me later that day to obtain my tax returns and ask some of those questions. On Friday XX/XX/XXXX he performed that hard check on my credit without my permission. I believe this is illegal as I did not give permission and I actually purposefully denied him permission to do this. He has since stopped communicating with me. I have left a voicemail for his supervisor on XX/XX/22 at XXXX but have not heard back yet. Here is the banker 's contact info : XXXX XXXX XXXX XXXX Quicken Loans Direct : ( XXXX ) XXXX Cell : ( XXXX ) XXXX | Fax : ( XXXX ) XXXX | NMLS # XXXX
Company Response: Closed with explanation
2019-08-21
Hilo, HI
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-08-21
Scottsdale, AZ
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I have been receiving multiple phone calls, emails, and voicemails from quicken loans trying to get me to refinance with them. I am currently a quicken loans client but after this incident I will no longer do business with them. Some days I would receive over 10 calls even after I kindly told them to take me off of their list on XX/XX/2019. The emails, voicemails, and calls have been going on for over two weeks.
Company Response: Closed with explanation
2019-08-20
Three Bridges, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Quicken Loans Inc. is my current mortgage service provider - mortgage is owned by XXXX XXXX.Quicken Loans notified me by email on XX/XX/2019 about change in service provider to XXXX, XXXX effective XX/XX/2019. There was no online documentation on the portal indicating the change in service provider. The online portal still shows a payment due to them XXXX XXXX - this is just wrong! I have not yet received anything in regular mail regarding this from Quicken Loans. In my call with their service representative today XX/XX/2019, they said they have mailed a document which I should be receiving today (apparently through pre-sorted first class mail without any postmark). Notification by email exactly 15 days before effective date of change in service provider is not good practice - no phone call, no online portal document. What happens if they send the notification by second class mail and it takes 10 days to get to me? In the age of so much junk and spam email, I do not even know if this email is kosher or not or just another spam email. My email provider (XXXX) could just have thrown this in Junk or Spam folder which does not ensure that I would have viewed it.The new service provider, XXXX, XXXX, notified me by email today XX/XX/2019 about the service change. This is not compliant to the CFPB mandate. Again, it was through email and not regular mail. Does CFPB mandate of minimum 15 days notice on change of mortgage service provider allow notification by email? Who is to blame if the next monthly mortgage payment does not make it to the new service provided?
Company Response: Closed with explanation
2019-08-20
Lake Balboa, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-08-20
Conroe, TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-08-19
Chattanooga, TN
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I started exploring my mortgage options around XXXX as a first time home buyer. Rocket Mortgage seemed to be one of the industry titans, so I thought I would start with their website. Immediately after entering my info, XXXX XXXX, senior banker, gives me a call.For the next two weeks, XXXX is in constant contact with me, multiple times a day. He's requesting documents and asking me to 'acknowledge' documents online as quickly as possible. Thursday, XXXX XXXX, he calls and asks that I expedite the remaining documents online and asks me for my credit card information for a XXXX deposit (for appraisal). At this point, I had just read through and acknowledged the CFPB packet that Rocket Mortgage supplied me with online. A portion of that packet contained agencies in my area that could tell me whether or not I was given a fair quote. Concerning the XXXX deposit, I told XXXX that I was still exploring other options (mainly referring to calling the agencies recommended by the CFPB to get advice on my quote). XXXX assured me that giving him my credit card information was only for him to compile a 'Credit Card Authorization Form' which I would need to sign before he would charge the amount.Shortly after giving XXXX my credit card information, I saw the 'Credit Card Authorization Form' appear in my online 'To-Do List'. I did not sign it, I never did. I told XXXX I did not intend on signing it immediately, over a recorded line.Friday, XXXX XXXX, the XXXX charge was posted to my account. I noticed it on Sunday the XXXX and sent an email to XXXX. Monday evening, having received no reply, I called and left XXXX a voicemail about it. I continued trying to get a hold of XXXX for several days, it was not like him to not answer/return my emails and phone calls.Eventually, I called the client services line. They were the first to validate my feelings that I had done nothing wrong and that the XXXX should not have been charged to me without having signed the authorization form. They also confirmed that the form had not been signed. They said they would call me back Monday (XX/XX/19) and provide me more information on how the deposit would be returned.On Saturday XX/XX/19, I got a call from and unknown number, XXXX-XXXX-XXXX. I had already saved the Quicken Loans number in my phone, so I had no idea who this was. I was assuming it could be my extended family in XXXX. It was XXXX XXXX. I assume he had somehow heard about my complaint and he was calling to ask "what [am I] complaining about if I was getting my XXXX back?". I told him to never contact me again and to delete all of my personal data that he had. I think he was calling me from a moving car.Today, Monday XX/XX/19, XXXX Director, I did not catch his name, called to apologize profusely and assured me that the XXXX would be back in my account as soon as possible and I have every confidence that is the case. However, he did very little to assure me that this wouldn't happen to another person, nor did he have any good answers for my "does XXXX XXXX have access to any of my personal data?" or "how did this happen with me not signing the form?" questions. Simply that, I would be refunded the XXXX and he would be 'taking care' of the rest.My complaint is firstly that Rocket Mortgage online software lacks appropriate safeguards in place to adequately support its' inexperienced staff. I estimate XXXX age to be in the low-to-mid XXXX. If I have not signed an authorization, the banker should not be able to manually schedule a charge of XXXX. Secondly, XXXX XXXX is highly unqualified. He had incredibly aggressive sales tactics, did not follow protocol, and called me to intimidate me on a Saturday after I filed a complaint about him. Lastly, had it not been for XXXX XXXX and this CFPB, I would have signed onto a terrible deal. Thank you for the hard work that you do, it makes a tremendous difference.As I've said, I fully expect to be refunded my XXXX. I am ready to put this awful experience behind me; but if there are any quick details I can provide to help you do your job, please let me know.Thank you.
Company Response: Closed with explanation
2019-08-19
Paramount, CA
Attempts to collect debt not owed
Debt collection: I do not know
Debt is not yours
Company Response: Closed with explanation
2019-08-18
IL
Incorrect information on your report
Mortgage: FHA mortgage
Complaint: Have a current loan with a lender, I was changing positions from weekly to no weekly and the date of my house payment fell on the week I wasn’t getting paid, I called ahead to the lender and asked them if I could move my payment out a little so it would not be a late payment they agreed all was okay, they however did no do it, I was late that month and no one contacted me from the lending company the second month came along I paid it on the same date and again the following month was late, they finally contacted me after the third month and I double paid to catch up but now it is stuck on my credit report and they will not remove it even tho it’s their fault for the most part, it is causing me issues trying to purchase another house closer to where I work.
Company Response: Closed with explanation
2019-08-17
Northridge, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-08-17
MI
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/2019my credit monitoring company informed me that a hard credit check had been pulled on out credit rating. Upon investigating I learned that our mortage company, Quicken Loans,had pulled it because they wanted us to refinance our home. They called my husband at work to discuss this with him and proceeded to read from the report, never mentioning that it was a hard check. They never asked for permission to do this.On the XXXX XXXX they called me, not my husband regarding the same issue. This was after my husband sent an email stating we were not interested. I gave this person, he said his name was XXXX XXXX, after telling him we were not happy about them pulling the credit check that no further conversation was going to happen. Any communications was to be in wrting. I eventually talked to an XXXX XXXX and was told that she would look into it and get back to me. As of today I have only gotten an email with her phone number. After talking to a loan processor at a bank I learned that this was not supposed to happen, and said I should file a complaint.
Company Response: Closed with explanation
2019-08-16
La Mesa, CA
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation
2019-08-15
Lewisville, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received an email today from Quicken Loans informing me that my loan servicing is being transferred to XXXX XXXX XXXX. Furthermore, Quicken Loans has offered customers only two weeks to make payment changes and communicated this to customers today via email ( as of XX/XX/15 ). No official written notice has been received by regular mail as of today ( XX/XX/15 ).
The email states that after XX/XX/XXXX Quicken Loans will not accept payments and all payments need to be sent to XXXX XXXX. They do not provide a phone number or email address for XXXX XXXX.
This short notice ( two weeks ) provided to customers is unacceptable. Most customers may never see the emails and in all likelihood will miss the deadlines. This, in turn, will result in late charges, service charges, payment due notices, etc.. Basically, a lot of unnecessary stress and burden placed on their loyal customers. Not to mention the economic gain from late charges, etc.
I am not opposed to Quicken Loans selling the servicing of the loan. I am disappointed at them not being upfront ; I am disappointed that they did not provide advance notice with a reasonable amount of time ( at least a month or two vs 15 days ) ; Furthermore, they provided virtually no contact information ( email or phone number ) to the new entity. Only a PO Box mailing address.
Company Response: Closed with explanation
2019-08-15
Cheverly, MD
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I am a first time home buyer and on XX/XX/19 I was approved for a conventional loan by Quicken Loans by a representative named XXXX XXXX. I was told that a conventional loan was my best option because the houses I was looking at were in less than perfect condition. I found a home to purchase. This home was owned my HUD and my closing date for the home that I found was supposed to be on XX/XX/19, But I was unable to close on my property due to the fact that Quicken denied funding towards my property. They based their decision on the condition of the house. They said that repairs needed to be done before I moved in. I was told and it was also written by the appraiser that there was " Structural Damage '' to the house when in fact there was nothing Structurally wrong with the property because if there was then that would have been told to me by the home inspector. Due to the fact that the home was owned by HUD I was not allowed to enter the property to fix or repair anything because the home was sold " As Is ''. My real estate agent and I did every thing possible to help satisfy Quicken, we even offered an escrow hold back that would guarantee the work done once closed and they still denied that offer. I was denied at every level by Quicken, my complaint even went to the underwriters and they still denied me. At this point we had to look for new funding and in addition file an extension with HUD for an additional 45 days in order to find funding and still retain the property. During the process of finding another lender I spoke with a different lender and they said that they cant see how I even qualified for a conventional loan in the first place. When the next lender read over my loan application and estimate from quicken he said that the numbers didnt make sense and that I was being charged {$5000.00} to pay down points on my rate which I was not told my the quicken rep. At this point my 45 extension was denied by HUD they said they would only extend up to 15 day and because I had no funding at this time I had to forfeit the property and I lost my {$500.00} deposit to quicken and my {$400.00} deposit for the Home inspection and I had to fight and jump through hoops to receive my earnest deposit back from HUD. This whole process has been a nightmare to me, my family, and my real estate agent. I feel like I was WRONGFULLY denied because my loan was based upon the appraisal value of the house and not the condition. The house was being sold for XXXX and had and appraisal value of XXXX the house was not in great condition but it was " Liveable ''. Quicken loans has severely harmed me and my family and I would like action to be taken against them.
Company Response: Closed with explanation
2019-08-15
Sm, KS
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: At XXXX on the morning of XX/XX/2018 Senior Sales Agent XXXX XXXX from Quicken Loans called me to inquire about information that I filled out online. Within 5 minutes, he proceeded to explain how he was going to help me today and without verifying my identity, gave me a full name, DOB and social security number of an individual whose information ... ... I could have easily written down and saved for myself to steal the identity of? He then repeatedly called me from his personal cell phone and other work numbers to try and pretend like it wasnt him so he could get me to tell him who I was, which Im sure personal cell phone use is against the company policy. He has been doing this for 15 years he says and I wonder how many identities have been stolen from XXXX XXXX. Seems like he is notorious for making his own policies. Please investigate.
Company Response: Closed with explanation