Quicken Loans
Reviews and Complaints

I was a new customer of Quicken Loans and initially everything was going well with Mitchell Hatty. Mitchell assured me the loan I wanted to do would work well and it would be no problem. Two weeks before closing Mitchell calls me and tells me that Quicken Loans can't do a loan that's valued under $100, 000 in Detroit, MI. I was trying to do two loans around $60, 000 this wasn't an issue the whole time and the day he was supposed to do my appraisal he calls and tells me they can't do the loan. Everyone I have spoken to told me this isn't true. I'm not sure what happen, but he had the good estimate written up. If he knew he couldn't do the loan why not be informed enough to tell me this months ago and not waste my time. I will never do business with them again.

I gave the requested information for refinancing my home. I was dealing with Mike Lachendro and was told I would be called back. Another guy named Mike called claiming to be a Manager asked me what I wanted which was to know the interest rate and APR on a 15 year fixed loan. He then tried to convince me that I need to buy a 2 point loan. I told him I did not want to add additional cost of lowering the interest rate for the loan. He persisted telling me the cost would be less. I asked him to do the math he gave me an interest rate of 4.75%. I then asked what the APR was? He refused was hesitant to give me that when I said I need to know what the true cost of the loan was he said that APR didnt matter... I said have you taken a finance class? APR is the total cost of the loan interest rate plus quicken cost factored into the loan. He said I was wrong.

Now I know by law you have to give a loan with the APR information but he continued to go on about how much I would save with a 2 point loan. I stopped him said I did not want it. He said you dont want to save money? I said no. He then said I couldn't get a loan with Quicken without paying points (Which I assume is also illegal). I then said have a good day and good bye.

Terrible experience and customer service pressuring people into loans they did not ask for or want.

I had the not so great experience of talking with jamar Jackson about a home loan and first off he was VERY rude! He was not helpful what so ever I tried to ask him questions I did not understand he practically avoid my questions and would not answer my questions he did not do anything I asked of him or provide me the information I was in search of. I was trying to ask him questions as well regarding things with my fiance and he would not explain them and proceeded to tell me that they were not my issues and "who cares they are his problems not yours." My fiance contacted him for some answers on his credit history and he was extremely rude with him and for that reason I will never try for a loan with quicken loans ever again. Customer service really needs to be worked on.

12/5/2018
To whom it may concern (if anyone):

I am a current customer and have been with Quicken Loans for many years. I have faithfully given my business solely to your company based on past experiences. That all changed within the last month. We are moving, and as usual, turned to quicken loans for a quick pre-approval for a new loan for which to move my family. We sold our current home in 10 days for full asking price but the buyer needed a quick close (12/20/2018). We felt confident in our existing history with quicken loans that a new mortgage would be no issue. Boy, were we wrong!

The mortgage loan representative, Collin Schwe, was very polite and courteous, as well as 100% certain that we were going to get our within a couple days. Throughout the process, he kept saying, "I should be calling you back with good news!" He even told me on several occasions that my score on the credit reports was low, but not be an issue stating "If it were 1 point lower, we wouldn't be able to proceed, but we will get it through." I get it, we want to stay positive and try to earn business, but on our end, it is more than business - IT IS LIFE!

I have always been very diligent in keeping a high credit score and always have paid my bills on time outside of a few minor issues, which we called the creditor to arrange a catch up plan. On all occasions, we were paid up within 30 days. Paying on time is not the issue; the amount of credit/debt is the reason for the lower credit score. Maybe there should be more consideration of on time payments than strictly debt to income. If a person can make payments, does it matter the amount of debt they have? Circumstances should play a part as well in my opinion. Although our debt is high, we pay our bills. We have high debt mainly because we are caring for a child with a disability and several medical conditions that take priority one in our life! I would have it no other way! I am very upset that your company, whom we trusted and been a valued customer for many years, would mislead us in the way you did. As a result, we are now basically homeless, selling our home in 20 days, unable to obtain a mortgage from another company, and not sure how to explain to our children what we are going to do! You have not only turned away a valued customer, you have put an immense burden on a very good family who values respect, honor, trust, and caring for people. I know this will fall on deaf ears and the proper people, such as the CEO, COO, and Board of Director's will never see or hear about this.

I could detail more of the process, but don't think it will matter as it will not change the situation. I am extremely disappointed in your company, the processes in place, and your inability to see through some of the data to notice truly good people with extremely high ethical values may need a little help/support in cases where they become burdened by doing the right things, in our case, caring for our son with every ounce of love, caring, sacrificing, and yes, money, to make sure he can be successful in his life. I will not be returning to Quicken Loans for any future business, and I will make sure that my children do the same, regardless of how big you become or how good your offers are once we restore credit. Which, by the way, we will be paying off between $60-$70, 000 of our debt once we sell the home - surely that will put our credit score back in line. Again, something that may have been considered in the final decision? The information was provided to Collin, but again, scores are more important than factual payment history?

I appreciate the business partnership we held in the past, but am simply distraught at the misleading information, the processing of our current application, and fact that we are not being granted a loan when we have had such a good standing account within your company. Big companies only care about profitability, and that is very evident throughout this last loan application. People are much more important - and we should do everything within our power to help people whenever and wherever possible! Misleading and misrepresentation is not Ethical Behaviors!

A once satisfied client,

Paul Hupp

My husband and I are returning customers who have already paid off a mortgage with your co. We received a 1, 000 gold card towards the closing costs of our next home purchase. I provided all info and that my husband took a early retirement package from Pfizer Pharmaceutical but was working there now as a consultant. At that point there was no issue.

We have now found our home, under contract and reached out to Quicken Loans for our home buying needs. Sarah Reinelt was helping us and very friendly and helpful. She gave us some different options and we thought all was fine. Paid the $500 appraisal fee/good faith fee.

We then received a phone call from Sarah stating that we were not able to be approved for a mortgage because my husband was a consultant for only one year and needed to be a consultant for two years. Although he is still working at the same Pfizer site that he has been at for the past 21 years . I have worked for the same Pediatric group for 23 years. I explained to Sarah that I am looking for a new job in Maryland but until I had a new position, I would continue to work at my current place of employment. My husband is able to work remotely and I have family to stay with until I can get to Maryland full time.

We have the 20% down payment and also told her we were paying off some debt. I asked Sarah to please speak to her supervisor, that I didn't understand and we are returning customers who have paid their mortgage on time for 10 years.

I received a email that she spoke with her director and an at this time there is no income we can use to qualify.
I have last months pay stub for Robert showing 11, 300 and mine 1, 600. Our mortgage payment with ins, taxes etc is 1, 800. But, we have no income to qualify?

I am out the $500 and feel like I was taking advantage of. I would of thought at the time of pre-approval, that would of been a good time to mention there is no income to qualify you. But, you gave us the pre-approval and happy home searching.

This is how you treat returning customers?

Robert &Tricia McKenna

My name is Rae McElvain.
I was in process of finishing up my refinance when I got a phone call from underwriting, his name was Nate. Nate informed me they could not continue with my refinance because of verification of income from AFLAC. I was told Quicken was calling the Appraiser to cancel appt made for Sunday, October 21st. No one called the Appraiser from Quicken Loans. No one called Title Company either. Not only was I turned down after I was assured my loan was okay by my bank contact Emilio Patas, but I am left cleaning up the mess they left behind because no one called the Appraiser or Title company to tell them the loan was denied. So I kept getting phone messages from the others involved.

My Banker was:
Emilio Patros | Mortgage Banker
Toll Free: [protected] x 50862
Fax: [protected]
NMLS# 1719952

I do not appreciate having to clean up your companies mess.

I've been receiving unsolicited communication and aggressive e-mails and multiple phone calls from representatives from Quicken Loans which I consider harassing and bullying when I don't require the service.

I have received a total of 6 phone calls to include 3 on my cell phone and 2 on my home phone and I even received 1 at work and 2 e-mail communications. I also received multiple e-mails to include one with the subject line "are you home" which indicates to me you are agitated that I haven't responded. I found the subject line to be quite aggressive and insulting because I have the right to not answer my phone. All of this communication was received in the last 3 days.

Hello my name is Willie Hankston, I told this guy up front I don't want my credit ran if they can' help me. And his response was we have the loan you need. After asking me about the property condition, he told me they don't do the type of loan that I want, so I responded don't run my credit. his response was I already have. I want this removed immediately. sorry company. They should get the information up front before ruining a person credit. they are so hell bent on beating the next company that they think you're going to call. stop the madness Quicken now. He told me I needed a hard money lender for the type of loan.

I look forward to finding the right mortgage solution for you.

To help you gain comfort in choosing me and Quicken Loans for your home financing needs, I wanted to share some great things clients are saying about us.

Here's my contact information - I'm here to answer any questions you have along the way. Give me a call anytime.

My Contact Information

Chris Smith
[protected]@QuickenLoans.com
Phone: [protected], ext. 31845
NMLS #1497548

This is not an email I enjoy writing. I went on the internet to inquire about refinancing with cash out or getting a home equity line of credit. Van Espiritu contacted me to begin the process. I found Van to be aggressive from the beginning but continued to speak with him. He worked up some numbers for me. When I reviewed the numbers and saw over $17, 000 in closing costs I decided to hold off. I told Van in our last conversation my concerns. He explained that I would be getting most of the money back. I told him I will reconsider but it would not be today, that I understand that rates go up and down and I may lose out on a better rate. At that point he became angry.
He told me he was frustrated. That I should have been honest. That I should have called him and told him I wasn't interested at this time so he didn't have to go through heavy traffic to get to the office to call me at our appointed time.
I am appalled at his rude behavior and his lack of professionalism. I cannot be the only person to inquire about a mortgage that decided not to follow through. I told him I was still considering a home. Due to his behavior, I told him that I may pursue but it will never ever be with Quicken Loans and that is a damn shame because I am a past customer. However, I decided to not let one unprofessional employee stop me from getting a good deal when I am ready, but it can never be with Van Espiritu.

Next Monday, I am homeless. I applied and was approved for a new home about 30 days ago. I was told I had to sell my home first, and pay off my vehicles with the proceeds. I was getting close (within a week) of closing on my new home and decided to sell my home for $30k less than appraised value just so I could close on time. I closed on my home, but the documents weren't ready from Quicken. I was able to extend the buyer's possession on my home until Monday on Thursday - the day I closed on the sale of my home.

On Friday, I received a call from (now 4 different) my loan person at Quicken and they went over closing costs. I had been quoted $10-13k cash at closing, but it somehow changed to $23k at closing. I have already sold my home (at a $30k) loss and paid off two vehicles ($60k) which doesn't leave me enough to close on the new home. I've already extended the closing date on my new home (because of Quicken) and that home has 3 backup offers behind mine.

I'm out a loss of $30k on the sale of my home, I've used $60k+ cash to pay off cars (I was told Friday before closing) that could have been paid off at the closing on my new house, and I won't have a place to live - let alone a place to put all my stuff - in a few days. Oh, and the last Quicken Loans "agent" helping is now on vacation...

My only option is to sell one of the vehicles - if possible - at wholesale trade-in value to come up with the extra cash to close. Then of course I will need to buy another vehicle. I also planned on starting a new job next week, but obviously can't do that either - so I'll have to turn down a great career as well.

I can't even begin to tell you how upset I am and how this upsets my FAMILY. Thank you, Quicken Loans, for making me homeless, and possibly jobless.

I filled out some information on line that said if I do so they would tell me in minutes if I qualified for a HARP loan and if it would save me any money. While I was filling out info and before I finished a lady called me saying she was from Quicken loans and was putting me in touch with someone here in Texas to to talk about a loan. This to me is false advertising which I have heard from several other people that Quicken Loans does a lot of. I told the person she put me in touch with that I was ticked off that they did this and politely thanked him for calling and told him I did not want to talk to him and hung up. After that I started getting calls from other financial institutions wanting to talk to me about a loan. I will never recommend Quicken Loans and tomorrow I will put my story on line (utube, facebook, etc., I have all the names and phone numbers.

I called Quicken Loans to inquire about mortgage rates and down payment amounts required for the purchase of an investment property. I clearly stated to the service rep that I was not interested in completing an application (on his recorded line) and made sure he knew that I was only inquiring about the rates, yet he did an unauthorized hard inquiry on my credit report. I would like it removed!

Called on aug. 1, 2018 and spoke with amanda fratt. I provided all information needed to receive a quote for a mortgage loan. After "reviewing" the information for me and my husband, she stated emphatically "I hate to tell you this, but you will never get a home loan"... I advised her we already had a pre-qualification letter from our credit union, but it was for a conventional and we wanted to see what the fees on an fha looked like. Our credit union does not offer this mortgage type. She stated "well, I know this will be heartbreaking, but it will never go through"... Can you imagine that? How incredibly stupid, insensitive and unprofessional... But, uhhhh, today, I received a "mortgage package" from ms. Fratt requesting signature to continue with the approved loan amount... Wait... What?! Nooooo, not ms. Never... Well, I am hoping management reads this... Not only were we approved for our conventional, through our credit union, but the appraisal and survey are completed and we close on 08/30/2018! So quite frankly ms. Fratt can go phuck her self

My Escrow was short about $240, I was given 2 option to pay the shortage and pay an additional $30 per month or not to pay the shortage and pay $80 more per month. I want to pay the entire shortage and keep my payment the same. I was told by 3 levels of customer service including the Director name Keith that it was too much trouble to do a manual entry and it was too bad if I didn't like it. I asked to speak to his manager and he REFUSED to give me the persons name. The first chance I get to refinance this loan I will dump this company fast. They advertise customer service but they can care less. POOR customer service! if I could give them less than a 1 rating i would

I just signed a contract to buy a home. I filled out an online form and received a call within 2-seconds. It was a woman from quickens loans and then she passed me to a guy. The next thing I know they are running my credit report without my consent, I just wanted a simple quote from them; and I never consented!

Total predatory practices shame on you!

I only spoke to a Senior Power Banker about what services were available. At know time did I state I wanted to pursue financing with their company. Today, I received a letter stating why they were unable to finance a home loan for me. This seems to be a shady way of communicating with potential clients, who state they are not interested in the service being offered.

Very concerned citizen

Kim L

I am a homeseller. I have a very interested family in seeing my home. They claim that Quicken Loans is not getting back to them to supply a pre qualification letter. My broker takes about 2 hours to generate a pre approval letter if he has everything in front of him. The couple is Carissa Fay Parker and Dale Parker of Antioch TN. Whats the truth ? Are you offering poor service or are you not getting the info you need to produce the pre qualify.

Jim Sebastiani

3401 Phillips Chapel Road
Waynesboro TN 38485
[protected] Jorge.[protected]@aol.com

We were given a pre-approval letter by quicken loans in february 2017 to buy a house specifically the one we were renting at the time. Our lease was up in may and the owner gave us a chance to buy the house. My husband gave the broker nick babut everything he requested, and continued to do so every week. The property manager was also in contact with the broker and was ready to get a contract signed, but the property manager and us were told not until the first week in april. We tried to contact the broker nick babut the first week in april by phone calls, email, and text with no respond. Then 2 weeks before our lease was up his supervisor called us and stated we did not qualify for any loan. We spent $2, 000.00 dollars trying to finalize a contract and we were out of a place to live. We had pack up our house and put everything in storage and had to also spend $2, 000.00 for a hotel until we could find another place to live. When we tried to talk with quicken loans on this we were told by ms. Szukhent to bad and it was quicken loans who caused this to happen, and even though their broker should have told us within 30 days we didn't qualify their company did nothing wrong and any money we are out is just the way it is. I have filed complaints with the consumer financial protection bureau and the consumer financial bureau of enforcement who emailed me that quicken loans violated the ecoa/regulation b, but because this falls under the cfpb they couldn't do anything. The email from the consumer financial bureau of enforcement read as follows:

Ms. Morrical:

I was able to review your complaint with the examiner assigned to your complaint against quicken loans (#88846).

I understand you were provided a pre-approval letter (subject to satisfying underwriting requirements, etc.) from quicken loans on february 24, 2017. I also understand you were not provided a denial letter until april 28, 2017.

I understand this delay caused several problems with your purchase. Based on my review, it appears the denial disclosure should be provided within 30 days. This requirement falls under the equal credit opportunity act (ecoa) / regulation b. This federal requirement does not fall under the purview of the office of financial regulation. Therefore, I will refer your complaint to the consumer financial protection bureau (cfpb). https://www.consumerfinance.gov/

I have emailed the company and have received the same answer from the same person and those emails are as follows"

Mrs. Morrical:

Thank you for your e-mail. As previously stated, quicken loans is not in violation of the ecoa/regulation b. Per the ecoa notification 12 cfr 1002.9:

"a creditor must notify an application of action taken on the applicant's request for credit, whether favorable or adverse within 30 days after receiving a completed application. Notice of adverse action taken on an existing account must also be made within 30 days."

We did not receive a completed application from your husband.in addition, the loan was denied on april 28, 2017 and a statement of ineligibility, which explains the reason for denial, was provided the same day.

We will respond accordingly to any further action you wish to take.

Lauren szukhent

Sr. Resolution correspondent
Quicken loans, executive office

[protected] ext. 33564

Fax: [protected]
Email: [protected]@quickenloans.com

How can this company get away with things like this and screw the consumer out of thousands of dollars and not be held accountable.

Was not offered any real help and was insulted with "what? Have you got 50k hid away somewhere" when I told the loan agent I would probably pay off the loan early. The agent let me know that we really were too old to apply for the loan I requested. I have good credit and only owe about 36% of value of my home. I was offered a reverse morgage but I do not consider this a option. My complaint is the lack of respect and consideration of my ability to repay such a small loan request.

On 4-20-18 I mailed my $1, 250.48 May Mortgage Payment Due on 5-1-18. Quicken Loans cashed my check for $1, 250.48 on 5-1-18. I received my June Mortgage statement/payment stub on 5-22-18. On the statement I was charged a Late Payment Fee. On 5-22-18 I called Quicken Loans to find out why I was being charged the Late Payment Fee. I was told because my May Payment amount was for $1, 250.49 and my check was made out for $1, 250.48 - a PENNY SHORT! I was told by one of the managers Ms. T Baskins that because I was a PENNY SHORT my payment was considered late. Ms. T Baskins said I had to take care of the PENNY I was short before they would apply my payment to my account or I would be turned over to the credit bureau for making my payment late. I had to give her my bank routing/account numbers so she could take a PENNY out of my account to take care of the PENNY I was short on my check. I told her I would not pay the Late Payment Fee all because of a PENNY. Ms. T Baskins told me that I had a one time waiver for my Late Payment Fee. She told me if I didn't give her the okay to use the one time waiver for my Late Payment Fee it would stay on my bill until I paid it or until the waiver was used. I gave her the okay to use the waiver just to be done with it. I should have never had to use the waiver fee and should have never been charged a Late Payment Fee for a PENNY! I should have my waiver put back on my account. If you look at my account I have NEVER made a payment late.