Consumer complaint received 2019-08-24
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
At the heart of Consumer Protection is a fundamental requirement that professionals provide accurate and honest information. If the consumer can not rely on this, there can not be any expectation of protection. The following situation occurred because a mortgage banker with 7 years of experience, along with at least two other Quicken Loans employees, failed to relay information regarding the mortgage process and time allowances set forth standard VA Mortgage practices. I, as a Consumer, rely on the mortgage professional to relay this information. When this does not happen and the mortgage company does not accept responsibility, one can only ask if this is indicative of the Company 's lack of ethics regarding consumer protection. 

On or about XX/XX/2019, we began the process of acquiring a VA loan through Quicken Loans. We went through an approval and underwriting process ahead of selecting a property. On XX/XX/2019, we entered into a sales contract and based on assurances from XXXX XXXX that we would have no problem closing before XX/XX/2019. Our residence at the time was under contract and XX/XX/2019 was the close date. We were told that the 2 week underwriting approval process we had completed made a it " easy '' " no problem '' to close by XX/XX/2019. The appraisal was ordered on or about XX/XX/2019 and completed on XX/XX/2019. We were told the appraisal was expected by XX/XX/2019. Beginning on XX/XX/2019, we were told each day it was expected in that day. The sellers of the home said they would do a buyer 's temporary lease once the appraisal was received. Quicken Loans told us once the appraisal was received, our closing could occur in 3 days. On XX/XX/2019 Mr. XXXX stated the appraisal had to be submitted within 10 days legally and on XX/XX/2019, I stated in a text we are over the 10 days. He agreed and did not know what to say. On XX/XX/2019, I contacted another lender and asked for advice and assistance. That person promptly informed me that VA appraisers have 10 WORKING days. At this point, when I relayed this back to Mr. XXXX, he said yes, the appraiser had until XX/XX/2019 and it most assuredly would be in on Friday, XX/XX/2019. At approximately XXXX, our entire house was on 3 trucks and we were forced to secure temporary storage. Being told that the appraisal was expected any minute and with the Seller 's offer of a buyer 's short term lease once received, we had packed with a door-to-door approach. At XXXX, that all changed and the ramifications were extensive. Our direct costs were {$3200.00} because we relied on information provided by Quicken Loans. XXXX XXXX, a Resolution Advocate with Quicken Loans had been contacted on XX/XX/2019 in an attempt to resolve the issue. He never provided additional information only to say the team was working on the appraisal and expected it at any time. 

As I have explained in a letter and on several calls, I am not seeking to hold Quicken Loans accountable for the actions of the appraiser or Quicken Loans Partner Appraisal Company. I am seeking to hold Quicken Loans accountable for failure to provide accurate and honest information regarding the mortgage process. Why would another mortgage lender promptly explain the 10 working days and a general rule that appraisals arrive on the 10th day and yet Quicken Loans NEVER provided that information to us. 

I am certain that had Quicken Loans explained the 10 working day rule on or about XX/XX/2019, we would have been prepared for the inevitable situation that arose on XX/XX/2019. There is a significant difference in dealing with a problem with 11 days notice versus hours to prepare! 

I am XXXX years old veteran with 29-years of XXXX  service, along with over 300 XXXX XXXX. I have experienced many deployments and been shot at during my military career and I have told people this was by far the worst experience of my life. I wrote Quicken Loans a well thought out letter devoid of emotion and exaggeration of impact. They took 2 weeks to " investigate '' and I was told the following : Here is the email you requested informing you that we will not be compensating you the {$3200.00} that you requested. I appreciated the feedback you shared with me earlier today and I am truly sorry that you remain dissatisfied with the service you received. 
Best regards, XXXX XXXX | XXXX XXXX Direct : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX Fax : ( XXXX ) XXXX | XXXX XXXX

Company response to consumer: Closed with explanation