Rocket Mortgage

From start to finish, Shane Hamper proved to be a GIANT asset to Quicken Loans. He ALWAYS answered my questions in a very timely manner, even on weekends! The time it took to get the entire process completed was also incredible! I cannot recommend Shane and Quicken enough!

Thank you!

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

After seeing commercials for Rocket Mortgage, my wife and I decided to give it a shot. So glad we did! The application was very easy and the process was so smooth from start to finish. The lines of communication could not have been any better. Using the app keeps you up to date with what’s going on and what’s needed for the loan. Devon and Lindsay were awesome from start to finish. They always communicated with us and returned our calls or emails within minutes. We had no idea when applying for a mortgage the level of customer service we’d get from such a huge company would be this awesome. We closed on our home and couldn’t be happier with how flawless Rocket made it for us. Thanks again Devon Sommer and Lindsay Barlow!

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

Quicken's online application and portal are easy to use, and the banker assigned to our loan was easy to connect with at non-business hours. These were high points, and their rates were competitive.

These were important selling points for us, and they were important. However...

My loan estimate/closing disclosure was incorrectly calculated, resulting in the fee showing as an entire point higher than it should have, four times.

Each time this happened, I was the one to catch it, and I had to be the one to call it out and request a correction. Each time, our banker apologized profusely and promised it would be corrected immediately. And, it was. But repeat three times, and it gets stale.

This made me wonder how many other customers suffer this same issue, but don't notice it because they don't take the time to read every single piece of fine print like I do. Our banker always referred to it as some sort of glitch in the system, not calculating things properly. As I'm sure you can imagine, this got old quickly, especially because (as already noted) I was the one to catch this every time.

Never once did our banker spot it first. The lack of pro-activity in this regard keeps me from scoring this review more highly.

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

This is our second loan through Rocket Mortgage (Quicken Home Loans) and they again continue to exceed expectation. Our loan manager was prompt, courteous, and walked us through the easy process. 99% of everything is digitized, which is convenient for our lifestyle. We don't have to take time off of work or away from family to go into a building to turn paperwork in. We scan necessary documents, upload them, and we're done. We will continue to come back to Rocket Mortgage for our needs.

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

My previous experiences (with other lenders) were nightmares. That being said, I was dreading going thru the refinancing process. We started the process online with Quicken.

This turned out to be the best experience ever because:

1. The online interface is simple to use and easy to see what needs to be done next.

2. When we did have phone call interactions, the Quicken Loans rep knew us by name and was familiar with where we were in the process. We weren’t ever put on hold, or transferred. It was as if they actually knew who we were and cared about us.

3. Each part of the refi process was broken down into steps. Each step was communicated to us along with an estimated time frame for completion. We also were informed about what was going to happen next. It was such a relief not to be stuck out in refi limbo.

4. Several refi options were presented to us. We had a basic idea of what we wanted going into the process, but really appreciated having those options available. Made me feel like I was able to pick the best option for us - without pressure or haggling.

5. When it came to signing papers - we did that in our own home. Our signing took about 30 minutes, and the notary was friendly and knowledgeable. Yes please!

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

Graham has hero status in my eyes. Not only is he a knowledgable professional who understands his market and lending scenarios, but he also takes the time to educate his would-be clients on the same. He clearly takes pride in helping qualified people realize their dreams of home ownership by looking beyond a number. Where other lenders wouldn't even consider passing with my complicated credit scenario, Graham and the Quicken team were willing to dig a little deeper to recognize a good investment when they found one. I can't thank the team enough. Graham for the win!

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

I was not going to purchase a home for another year. I went online to Rocket Mortgage just to see if I would qualify and went through the steps. I received a follow online chat from an account executive Jensen Caldwell. I was not really warm to him initially and he still walked me through a few more steps that lead to us talking on the phone. By the time we were finished he was confident that I would qualify for the loan amount I requested. He asked me to upload documentation on their website that included a pay stub, W2, and other items so that he could obtain full underwriting pre-approval. It was less than a week later that I had that approval and started to look for a home with my Real Estate agent. I wrote an offer that was not accepted but Jensen supplied my agent with the state-mandated pre-qualified letter.

The second home I made an offer on was accepted. Jensen introduced me to Katie, my processor who would take me through the next phase. She did an amazing job of keeping me informed and answering all my questions. She was friendly and interested in obtaining loan approval. The loan process was much more streamlined than I had experienced on previous purchases. Everything was done online. I could access my account 24 hours a day. They kept me informed, told me what to submit and then kept me updated on the status of each. All went smoothly and I requested an early close because of the upcoming holiday. She worked with title and succeed in closing my VA loan in 29 days from the time my purchase offer was accepted. The entire team from Jensen to Katie and title were all professional, experienced and made it all happen in an orderly, expeditious fashion. I would highly recommend Quicken Loans, Jensen, Katie and their team who all did a great job.

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

Overall could not have been easier to refinance my house, especially when you consider the volume of paperwork. Everyone I spoke with at Quicken was knowledgeable and pleasant. I got a good rate and shortened my mortgage term from 28 to 15 years. I guess the only issue would be that I was told my PMI would be around $12 when I first talked with Quicken, but it ended up being $25 a month. That's not a big deal until you figure the total amount paid at the end of the mortgage. I know it was just an estimate, so I am fine with it. Overall excellent experience.

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

The process with Quicken started off well but did not end on a good note. Our representative was communicative and friendly. He talked us into "re-casting" our loan which basically means you don't have to put 20% down right away to keep more of your cash liquid. Then, once the sale of our previous property went through we could put down the rest and all we had to pay was a $100 re-cast fee. Well, imagine our surprise when we went to pay off our PMI today and was told we must make 2 mortgage payments with PMI until we are eligible to re-cast. Ahhh of course, the hidden terms no one discussed with us. We were able to put down 20% at any time but were talked into re-casting. I am disgusted with the sneaky salesmen tactics we received when procuring a loan from here - buyer beware.

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

I was pleased throughout the process with how the progress was handled and the follow-up done by the Rocket Mortgage team. It was timely and professional. I was a little uneasy transacting such a large purchase online with people I had never met but the outcome was everything I could have hoped for. I'm sure I'll be using the service in the future.

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