Consumer complaint received 2022-05-27
Company: Rocket Mortgage, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My name is XXXX XXXX XXXX I have applied for a mortgage with Rocket Mortgage for a purchase of an apartment in a XXXX XXXX  XXXX co-op. Rocket Mortgage gave me a pre-approval letter on XX/XX/XXXX, we found an apartment at XXXX XXXX XXXX ( XXXX XXXX ) for {$430000.00} ; signed a sale contract on XX/XX/XXXX, put a deposit for it ( 10 %, equaling {$43000.00} ) and went through the process of underwriting for loan number XXXX. On XX/XX/XXXX Rocket Mortgage issued me a commitment letter for a loan amount of {$340000.00}. After that they ordered an appraisal which was completed on XX/XX/XXXX. Before ordering it, XXXX XXXX discussed it with me and said that because the apartment is sold as is theyll need to make sure that its habitable/livable by the time of closing. I agreed to it since we saw the apartment first hand and checked all the appliances and everything was in working order. The only problem is that the apartment is old and needs renovations which we were planning to do anyway after closing. After delivering the appraisal, I suddenly get a message in my Rocket Account to-do list saying that all structural/safety/livability issued need to be repaired before closing. This include a new kitchen, new bathroom, skim coating and painting all of the walls and ceilings, refinishing and repair all floors within the unit, updating of any electrical and plumbing throughout the apartment. When I communicated to my senior purchase specialist XXXX XXXX the fact that we cant renovate the apartment for which we havent been approved by the co-op board yet ( in order to do any kinds of renovations in a XXXX XXXX  co-op an application needs to be submitted to the board by an owner of the apartment for their approval ), she simply kept saying that renovations need to be completed without offering any solution. Both me and my broker XXXX tried to explain the situation to her multiple times just to get the same response : renovations need to be done. When we ask how were supposed to do that, she offered absolutely no help and refused any solutions I offered ( such as, putting a close into a mortgage contract saying that if i dont renovate it within three months after closing, Ill be paying a penalty ). I also emailed XXXX again on XX/XX/XXXX, explaining the situation in detail once again and asking for an XXXX agreement at least so that we can get a board approval to proceed with renovations. I got an email from XXXX in response with the underwriter has already advised twice that all the repairs that are listed must be completed prior to the loan closing. Have a great day! No advice, no solution to the problem, and no knowledge of the XXXX agreement at all. In fact, when I spoke to her on the phone about it, she said Im not even going to pretend to know how it works. How was I assigned a team to work on a XXXX XXXX co-op closing if they have no idea how it works, absolutely refuse to find any solution and keep repeating the same thing without even trying to understand the situation? Right now were at a dead end situation with this. I would really like to know how this can be resolved. I have invested a ton of money, paid all sorts of ridiculous fees to Rocket ( including the insurance they made us buy for the apartment we dont even own yet ) just to be refused AFTER being issued a commitment letter. Honestly, Im quite astonished at such complete incompetence and utter disregard for their customers.

Company response to consumer: Closed with explanation