Consumer complaint received 2019-08-08
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
This complaint is being submitted against Quicken Loans. My husband had an existing mortgage with Quicken Loans and we signed a contract with a builder, XXXX XXXX, to build new construction XX/XX/XXXX. On this date we were pre-approved by Quicken for a new home loan on the home to be built. The first appraisal of the home was completed using the blue print specs of the home before construction began. 
The appraisal expires after 150 which would have been well before the completion of the build and our final walk through that was completed XX/XX/XXXX. 
Quicken loans did not initiate the new, required, updated appraisal until XX/XX/XXXX and the appraisal was not completed until XX/XX/XXXX which delayed the close date of our home. 
Our close date was initially scheduled for XX/XX/XXXX but the buyers allowed us to delay until XX/XX/XXXX due to the delay we were experiencing from Quicken which prevents us from moving into our new home. 
We still have not closed on the home and were given an " anticipated '' close date of XX/XX/XXXX, 3 weeks later than our original close date that we had been working with our builder and Quicken had agreed to. 
This delay has caused significant financial hardship to our family. We had to board our dog while we found temporary housing for my husband and I. We have everything we own in XXXX XXXX foot XXXX and a XXXX foot XXXX truck that are being housed on a friends property. We were initially told the delay would be through XX/XX/XXXX but was extended until XX/XX/XXXX most recently. This has caused additional time and expense adding up daily for everyday we are XXXX   due to their errors. 
Our account was initially being handled by a man named XXXX but was transferred to a woman named XXXX XX/XX/XXXX. The updated appraisal was ordered XX/XX/XXXX, this should have been initiated weeks or even months prior. I spoke with XXXX after our honeymoon XX/XX/2019 to ensure everything was lined up properly for a timely close to prevent this problem and nothing began moving forward until XXXX took over our file the same month we were scheduled to close. 
I have spoke to manager and a research team and no one at Quicken is willing to take responsibility for this error that is costing us XX/XX/XXXX of dollars by the time we finally are able to close and move into our new home. 
Estimated costs : temporary housing - average overnight stay locally {$80.00} per night x 21 days = {$1600.00} cost to board dog - {$25.00} daily x 21 days = {$520.00} cost of the XXXX {$75.00} daily + tax and mileage = {$1500.00} ( tax not calculated ) cost of second rental XXXX {$75.00} daily + tax and mileage = {$1500.00} XXXX tax not calculated ) total = {$5300.00} As you can see these expenses add up quickly and Quicken refused to reimburse us in anyway which is unfair and an unacceptable business practice. 
I have attached some the supporting documentation to substantiate this claim. 
Your attention and help with this matter is appreciated.

Company response to consumer: Closed with explanation