Consumer complaint received 2025-07-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
Timeline Stats : Days from request to credit card charge for appraisal : 1 ( {$450.00} ) Number of days told it would take to receive a call from the appraiser : XXXX Actual number of days it took to receive a call from the appraiser : XXXX Number of days from request to in home review : XXXX Number of days told it would take to hear results ( by in home review person ) : XXXX business days Actual number of days it took to hear results : XXXX business days ( only heard because I called multiple times ) Number of days told to receive appeal forms : same day Number of days to receive appeal forms : Have not received yet Number of calls to Rocket up to this point : XXXX Number of calls I received from Rocket up to this point : XXXX Appraisal issues : Appraised value : $ XXXXXXXX XXXX estimate : $ XXXX XXXX  estimate : $ XXXX XXXX  estimate : $ XXXX Square footage used in appraisal : XXXX Actual square footage : XXXX ( same as when the house was purchased XXXX years ago and the original mortgage was applied for ) Number of bathrooms used in the report : XXXX Actual number of bathrooms : XXXX ( same as when the house was purchased XXXX years ago and the original mortgage was applied for ) Additionally, all three sold comp houses used in the appraisal were XXXX years older, smaller square footage, smaller lot sizes, and had fewer bedrooms than the actual house, while XXXX of the XXXX sold comp houses sold for higher than the appraised value. 

Detailed timeline We requested an appraisal for our home to be able to remove PMI on our loan back on XX/XX/XXXX. We were told that we would hear from the appraiser in XXXX days. We were charged for the appraisal on XX/XX/XXXX. 

I called to follow-up on XX/XX/XXXX after not hearing from the appraiser and was told it usually takes XXXX weeks to hear from them. 

On XX/XX/XXXX I was contacted to set up the in-home review which took place on XX/XX/XXXX. The individual who came to the home was not the actual appraiser but someone who just took pictures and notes on the house to send to the appraiser. We expressed concerns with the way she was documenting the floors of our home ( split level ) where she was including our first floor ( ground level ) as part of the basement. We also had concerns with the fact that she did not know the majority of the information about the home after walking through and taking pictures. She assured us that her notes would let the appraiser know that it was actually part of square footage of the house. She informed us that we would hear from our mortgage company in XXXX business days on what the house was valued at. 

I called on XX/XX/XXXX to follow up as we had not heard anything and was told it takes XXXX weeks to get the report from the appraiser and to call back at that time. 
I called again on XX/XX/XXXX and was told they still did not have the file and that they would reach out to the team and I would receive a call back. 

I called again on XX/XX/XXXX and was told that the PMI removal was denied and that the house was valued at $ XXXX. I asked for the report as that seemed extremely undervalued and we had concerns with the accuracy. After reviewing the report and noting the square footage issue, I called back to file an appeal. I was told that I would receive an email with forms to complete to file the appeal and that it would be XXXX business days for the appeal to be reviewed. 

I did not receive an email with the forms and called again on XX/XX/XXXX to escalate the issue. I was told it would take XXXX hours to hear from a supervisor. 

I sent an email to the servicing help ( the email available through the app ) with all of the information above and received an auto reply that the email was down for maintenance for 3 days. 

I received a call from a supervisor late in the day on XX/XX/XXXX who provided his direct number and email and told me to look out for an email from the mortgage insurance team. 

As of XX/XX/XXXX I still have not received the forms for the appeal. I called and left a message for the supervisor this morning and emailed him a link to the publicly available information on the house through XXXX XXXX website. This information includes square footage of the house and number of bathrooms.

Company response to consumer: Closed with explanation