Consumer complaint received 2026-03-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Negative impact of inaccurate appraisal
Company: Rocket Mortgage, LLC
State: TN

Complaint narrative:
First I started my loan with XXXX XXXX representative on XX/XX/XXXX. Even while I was in the middle of being without electricity for XXXX weeks I got the representative everything she needed. A week went by after me trying to follow up with her & ended up getting a call from a XXXX. Well this XXXX didnt explain the situation just said she was following up on how the loan process was going. Explained I havent heard from XXXX & still awaiting a follow up. Well come to find out this XXXX ended up switching job positions & just left out on my loan. Then this XXXX started the loan application process all over from the start again without my knowledge of what happened. Causing delay # 2 with the loan process. Then a 3rd loan agent came in named XXXX XXXX. After me being approved for paying off all my debts including credit cards, a loan & my car payment then this XXXX kept saying he couldnt get the approval I needed all of a sudden. So I got his supervisor involved named XXXX to look into things. Then they got a appraiser to come out that didnt do her job. She came during a winter storm # 1. Then submitted a picture of someone elses property ( crawlspace ) to determine the value of my property. Then didnt include my outside home Office which is insulated/paneled/electricity & my outside storage building. Also marked off {$10000.00} worth of value for my property has no visible barrier between the main highway to my home on the issue with adverse site conditions section, which is a complete lie. I have a XXXX ft long/XXXX ft high fence with barbed wire including trees & shrubbery that blocks the main highway. Also appraiser was listing a property as a # 1 comparable that is the furthest away from my property & used an address that was in no way a comparable to my home. The appraiser came back with my home value as {$270000.00} which I know is incorrect because in XX/XX/XXXX my home appraised for {$280000.00}. Also previous appraisal in XX/XX/XXXX the question about the adverse site conditions the appraiser answered correctly & didnt even mark this section like this appraiser did. I even provided proof of my previous appraisal & all of my concerns that this appraiser did incompetently & all the issues listed above. First I started with XXXX XXXX ( executive resolution specialist ) which supposedly opened an investigation to get to the bottom of things. The only thing they did was send the same appraisar back out to take the pictures of the correct crawl space & the outbuildings mentioned. My whole point is why send her back out when she did the job improperly the first time? If she didnt do it right the first time why send her back out. After the appraiser came back out I explained about the # XXXX comparable issue which the appraiser said to contact rocket mortgage to give them new comparables ( which was already done. ) the first executive resolution specialist asked me to take my time to do the appraisers job to find comparables. Well everyone I submitted they made up some excuse on why I couldnt use it. Then the appraisal came back inaccurate again. Told them this is was not acceptable as all of this is causing a delay & her inaccurately doing my appraiser is hurting me as the consumer when I know it is not correct. I got yet another executive resolution specialist involved XXXX XXXX which made the process start all back over. Mentioned all of the previous issues with the appraisal & she was even concerned about the appraiser using someone else property on my appraisal. Well this executive resolution specialist also asked me to do the appraisers job & get more comparables which happened as the same outcome of them making every excuse not to use. Then came back with agreeing the appraisal was correct after supplying enough evidence the appraiser didnt do her job. All rocket mortgage had to do is get a XXXX appraisal to make it right but yet they denied me that right again after proving without a doubt the appraisal didnt do their job. Then after all of this headache rocket mortgage guarantees theyll close a loan in XXXX weeks well it took nearly XXXX months of all kinds of delays that were no fault of my own. And to not properly investigate anything. And to top everything off I just had a independent appraisal done because this entire situation has hurt me as the consumer, to find out with my independent appraisal my home appraised for {$290000.00} which is what I know my property is worth. If the appraisal was done correctly it wouldnt have negatively effected the consumer, and then the XXXX resolution specialist didnt do their part to get things resolved. It was a horrible experience from start to finish. Then on top of everything like I said it started out I was approved to pay off everything debt wise to after the whole Nightmarish situation I wasnt approved. It makes absolutely no sense. It was a completely horrible start to finish of everything. And like I said rocket mortgage showed the appraiser did a horrible job & all they had to do is get a new appraiser who would do their job accurately.

Company response to consumer: Closed with explanation