Consumer complaint received 2019-12-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
In XX/XX/XXXX, we found a buyer to buy our property, and felt ready to purchase a new home. We went through a loan application process for a mortgage through Rocket Mortgage/Quicken Loans. Our realtor at the time, XXXX XXXX from XXXX XXXX XXXX recommended them. We were approved for a mortgage with 3.5 % down, and started the mortgage process. Our closing date was set for XX/XX/XXXX ; because of the loan details, we needed to sell our current home before buying another, so we were set for closing on our old property at XXXX, and set for closing on our new property at XXXX. We were in constant contact with our realtor, and loan rep XXXX XXXX at Quicken Loans. XXXX worked closely with Quicken Loans and we were signing everything that was sent to us in a timely manner. We were getting a uhaul, and packing everything up the night before except our mattresses, and then just handling them the next morning. On XX/XX/XXXX in the afternoon, less than XXXX hours until our closing, we got a phone call from a Rocket Mortgage/Quicken loan rep stating our closing to purchase our new home could not take place the next day, the rep ( XXXX XXXX XXXXl ) left a voicemail which states our USDA loan wasn't able to process as they need time to process it, and she wasn't familiar with processing times on USDA loans as she doesn't work with them regularly. 
Our family of XXXX, XXXX adults, XXXX kids, ( XXXX child had just had XXXX XXXX XXXXXXXX for XXXX  and was JUST released from the hospital on XX/XX/XXXX ) ; 4 cats, snake, lizard, were going to be homeless! 
We were at a loss of what to do. The mortgage company said their hands were tied. Our realtor said we could try to get a hotel and save the receipts to be reimbursed. The kids had just started school on XX/XX/XXXX. 
My husband and I had taken a couple days off work to prepare for the 'big move '. We were in the midst of packing up our uhaul already What would happen to us? 
My parents, elderly, living in a one bedroom home, graciously opened their doors to us, but what about our pets? I thankfully found a friend of mine who works with a shelter rescue group that would 'temporarily hold ' our animals until we moved. 
Our son who had just had XXXX  XXXX would be sleeping in my parents bed. My parents would be sleeping in their recliners, and the rest of us? Sleeping on the floor. For 8 days. 
This happened to us twice, in that week. 
Settlement didn't take place until XX/XX/XXXX. 
The person whom we were purchasing the new home from stated we could store our stuff in that garage, but nothing and no one inside the home ( it was vacant ). 
I have already contacted Rocket Mortgage/quicken loans for some type of compensation, because this happened due to no fault of our own. They " respectfully decline '', saying they have received no receipts and have no fault in this. We disagree. I would more than gladly take this to small claims court, however, I would really like the public to know that Rocket Mortgage/Quicken Loans, " The Largest Home Lender in America '' ; who has the " highest satisfaction rating of all mortgage companies '' ; dealt with our personal situation. 
I had no idea this could happen. There was nothing to prepare us for this.Please help!

Company response to consumer: Closed with explanation