Consumer complaint received 2015-07-10
Company: Rocket Mortgage, LLC
State: MN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
on XXXX XXXX, or XXXX we talked to a representative from Quicken loans XXXX XXXX XXXXXXXXXXXXPhone : ( XXXX ) XXXX XXXXFax : ( XXXX ) XXXX : XXXXOn our first phone contact I had told him I have trouble to get refinanced because I ha a brother renting a spot on my land where he lives in a XXXX house I also said another reason is I have a lot of land. I was told that was n't a problem and they could make us the loan, and that we qualify. We were told that we had to give them XXXX for good faith money to get started and we did, after weeks of constantly sending info and paperwork to them and still being told we got the loan, they sent out an appraiser and had it appraised for XXXX and we were asking to get refinanced for XXXX, but on XXXX/XXXX/2015 we were told that we ca n't get financing because of the XXXX house on my property, I told them that they knew about me renting a spot to my brother, and that it had nothing to do with the evaluation of my house and that they were told on the very first phone call about that, and XXXX XXXX XXXXXXXXXXXX : XXXX XXXX XXXX XXXX XXXX : ( XXXX ) XXXX : XXXXtold me that it should have never been considered for a loan because of the XXXX house, he also said he would issue a refund of the XXXX, we received a phone call from someone later called saying they used the money for non refundable purposes. 
We went with Quicken loans because of adds on TV stating no appraisal fees and no closing costs, but after we gave the XXXX that we were told would be refunded if we were denied they found plenty of fees to charge so we do n't get any back. We had asked when we gave the money if we get denied that we get refunded but XXXX reassured us we were already approved and if by some remote chance we got denied we would get a refund. We had jumped through so many hoops getting this refinancing and nowhere in the last XXXX months of all this hassle were we told the XXXX house was a problem till they had the appraisal and used up the money for their fees. I have tried for a while filling out for loan quotes online and had gotten many calls from Quicken before and always as soon as I had told the person about how much land I had and that I had a brother renting a spot and living in his XXXX house on my land, I was told ca n't help you usually in the first minute talking with the representative, which is why we were so happy when we were told we qualified and were approved, and that was not a problem, we had to constantly send paperwork and drive to town XXXX miles each way several times to sign papers from accountants and banks to give them permission to talk about our finances and income, and were always told it 's good and we are moving on to next step, we even had to give all our insurances for all our properties along with all out tax papers on those properties even though they were n't part of the loan, our family owns XXXX properties and rent out all of them to make our living as I am totally XXXX and my wife spends her time taking care of me and our small kids, we still take in XXXX a month and could easily afford a XXXX mortgage but that does n't matter when there is a XXXX house on your property, we just want our XXXX returned and will never do business with them again

Company response to consumer: Closed with explanation