Consumer complaint received 2019-08-23
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing 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 to consumer: Closed with explanation