Consumer complaint received 2020-07-24
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am writing this complaint regarding our experience with Quicken Loans, the appraisal conducted for our home, and hoping to collect the {$500.00} payment paid to Quicken Loans for said appraisal. 

Starting in XXXX of XXXX, we contacted XXXX XXXX at Quicken Loans who assisted us in acquiring a loan estimate for a cash-out refinance to pursue a home project. He assured us that Quicken was fast and competitive so we moved forward with the loan process. On XX/XX/XXXX, XXXX XXXX visited our home who, in her words ... " was hired to take pictures and measurements for our appraisal. '' She conducted the conversation in a way that led us to believe that she was the appraiser. Of course, we had no reason to believe that she was not. During her visit, she was unwilling/unable to take photos in certain areas. Specifically, the furnace that was tucked under our house, and the room on top of our detached garage. I took those photos for her upon request. I asked if she would like me to also take measurements of the room above the garage and she declined stating, " I've been doing this a long time I can estimate. '' After numerous calls to XXXX XXXX asking about the status of our loan, we finally received a call on XX/XX/XXXX, stating that our appraisal has come in valued at {$470000.00}. This appraisal was shockingly low and I declined to make any decisions to move forward until further review on our part. I sought out the assistance from a third-party appraiser ( who did not appraise our home only helped to review the existing appraisal ). They helped bring to light many issues with the appraisal. 

First, the appraisal was signed by a person named XXXX XXXX ( XXXX ) who seems to reside in XXXX, CA. This was alarming since he is not the person who conducted the appraisal and also failed to mention the actual visit from XXXX XXXX. 

Second, the date listed for the year our home was built was dated XXXX. Our home was built in XXXX. This is a major error that led to inaccurate comps. Our home is in a desirable historic district and the comps included were not. 

Third, the square footage documented was incorrect. The length of the home from the front bedroom to the back exit shows 45 feet. I measured this distance at 60 feet. There is also a 9x5 ' section on the second level that seems to be cut out of our square footage. 

Fourth, the room on top of the detached garage that I referenced above was not at all included in the appraisal or photos. XXXX XXXX insisted that she include the room in the appraisal as a selling feature of the house. 

Fifth, it appears as though some language from a prior appraisal was left in the document referring to 'units in a condominium ' which obviously does not apply to our single-family home. 

Lastly, the appraiser I consulted mentioned that the photos used from the comps were photos from the MLS listing and were likely not up to date. He informed me that a proper appraisal is conducted with actual drive-by visits to the comps include. 

I explained all of this to XXXX XXXX on XX/XX/XXXX. I explained that we were now almost two months into this process and only have a botched appraisal to show for the time spent. I informed him that I do not foresee a future where we continue our business with Quicken Loans. He informed me that he needed to speak to his director and call me back. XXXX XXXX called me that same evening saying, " I spoke to my director and I think it's best to move forward with another appraisal. '' This seemed completely dismissive of the inaccurate, and possibly fraudulent, work done on the initial appraisal. When I refused XXXX XXXX 's offer to proceed, I also requested a refund for the {$500.00} fee that we paid to Quicken Loans for the cost of the appraisal. I was shocked to hear XXXX XXXX advise me to 'reach out to the appraiser if I wanted a refund '. I told him that seems completely ridiculous to reach out to a person who I have never met, lives 100 miles away, and telling him that he botched our appraisal and XXXX XXXX at Quicken said I should contact him for a refund. 

Our overall experience with Quicken Loans has been terrible. The most egregious part of this is obviously the horrible appraisal that was conducted. However, this did not seem to concern XXXX XXXX and he expressed no desire to look into the matter and ensure that this doesn't happen again. He referred me to their 'solutions department ' who has not yet contacted me as of today, XX/XX/XXXX. I am also filing a complaint with the Bureau of Real Estate Appraisers. 

Please feel free to contact me with any questions or concerns regarding this complaint. 

XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief