Quicken Loans Mortgage Complaint

Quicken Loans Mortgage department,

Other mortgage Application, originator, mortgage broker Texas

In -, I began the mortgage application process with Quicken Loans. The prequalification process went smoothly. It took some time to secure a contract that put us under a time constraint. Before we committed to the contract, we wanted to be sure it was feasible to close. I submitted a written request to expedite which was approved.


The city where I was purchasing had a natural disaster. From experience, I knew that re-inspection requirements could impede the appraisal process. I brought up my concerns but I was assured there would not be a problem. Ultimately, it did create a problem. I received an email from the agents indicating the appraisal had been assigned and it looked like we wouldn't be able to close. The appraiser could not even inspect the property until the day before the scheduled closing. I immediately tried to address the issue. A company as large as Quicken should have the ability to find a way to honor their commitment. I requested escalation but ended up being referred back to the processor. I did not get my concerns responded to by another party until after the transaction was no longer viable. There were also some other concerns that I had with the process: 1) I was not able to view my GFE before paying a - commitment fee 2) Reluctantly, I did pay it. However, I was not able to review my GFE before being asked to sign documents. The GFE was towards the back of the package. I would not sign until I was able to view it. When I did I found that I was paying points for the rate that I locked. 3) When I locked my rate, I was not told the cost of that rate. When I saw it on the GFE, I complained and my concerns were given to the originator's manager and addressed. 4) There is not a sufficient complaint resolution process. Each time I tried to escalate my concerns about the appraisal, I was referred back to my processor. The origination group could not provide assistance in that area.