Report: #1264992

Complaint Review: Quicken Loans

  • Submitted: Sun, November 01, 2015
  • Updated: Sun, November 01, 2015
  • Reported By: Mike — Duluth Georgia USA
  • Quicken Loans

    Nationwide
    USA

Show customers why they should trust your business over your competitors...

 

Engaged Quicken Loans to do a refinance for a 3 bedroom (two being used as bedrooms, one for an office) 2 & half baths – paid $500 for appraisal, which came back listing house as a 1 bedroom & 1.1 bathroom.  Appraisal had attached pictures showing the 3 bedrooms, and the 3 bathrooms, Quicken refused to take action to correct appraisal.  Past appraisal (for purchase) showed 3 bedrooms and 3 baths. Because of the incompetent appraisal, house was undervalued and Quicken would not give loan. Did not get refund for incorrect / incompetent appraisal.

 

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This report was posted on Ripoff Report on 11/01/2015 01:12 PM and is a permanent record located here: http://www.ripoffreport.com/reports/quicken-loans/nationwide/quicken-loans-incompetent-appraisal-process-and-lackadaisical-customer-service-atlanta-1264992. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
2Author
1Consumer
0Employee/Owner

#1 Author of original report

Second Email from Quicken

AUTHOR: - ()

Received 2nd Email from Quicken Loans – Quicken Loan contact advised that since I had also reported them to Better Business Bureau, they were now transferred me to the Client Relations department. Quicken Loan contact stated “I can see why you are frustrated” - but besides a suggestion of me applying for another loan with Quicken, offered no other solution. 

Below is my response.  Below email was sent Nov 3rd at 3 pm – as of 11/4 1 pm had not received a reply. 

----------------------

My response email to Quicken Loan currnet contact

 

The Better Business issue is a contract complaint– and the simple solution is Quicken refunds our money for services not rendered. We paid an agent of Quicken Loans to do an appraisal of our house (a precondition for a refi).  The appraisal was incompetently done, for reasons already stated. The solution is simple, either redo the appraisal (any Tuesday or Thursday in the next two weeks work for me) and do a competent and complete job this time, or give us back our money. I would prefer my money back, in that I do not plan to do any more business with Quicken Loans (I have done a past loan with your company when I lived in Xxxxx on Xxxxx Ln.)

 

The social media (I spelled it right this time) dispute is a second issue and one of two possible scenarios– and either one needs to stay visible on the rip off report, and other customer complaint sites for now:

 

  1. This is just honest bad service – The first week we reported the error to the sales rep, he just dropped the ball and did nothing. When we called again after another week, he told us we needed to call the appraisal company directly, even though we told him that the appraisal company was a Quicken agent, he had to call.  Upon your sales rep’s insistence we did contact the appraisal company directly - the appraisal company advised us they were an agent to Quicken Loans and thus would only speak to Quicken Loans. After we relayed this information to your sales rep (for the second time) it took another week (plus) for him to advise us there was nothing he could do – just timed conveniently to when the offer letter expired.
  2. The sales person made a mistake and he used this other issue to mask it. We advise him of a 2nd mortgage at the beginning of the process, that this needed to be factor in the loan, he missed it.  He did admit latter he missed it, but claimed it was our fault, even though we have documentation showing otherwise (it should be part of our file). Instead of dealing with this issue of his incompetence, he transferred the focus of the failure to your agent (the appraisal company) and claimed there was nothing he could do – he just sat on this issue of the appraisal error and let the clock time out.

 

As far as an option of Quicken Loans offering a new loan opportunity, you have already had over a month to do so – and we are already working with Sxxxx Xxxxx Xxxxxxx (same data and contract constraints we engaged Quicken Loans).  We feel it would be bad faith to terminate our negations with  Xxxx Xxxx at this time.  Again, we have already given Quicken Loans a reasonable time to address the loan issue - and it was your termination date that ended those negotiations.

 

My suggestion is that you just return my money for said incompetent appraisal by your agent, thus closing the BB complaint and remove my motivation for posting updates on Social Media on poor and incompetent service. It is what a true customer driven company would do; not try to salvage the sale at this point, but make it right with the customer - just return my money, my initial financial investment (the time I wasted I will just write off to experience). If you want to renegotiate or discuss further - you should  direct this effort to your appraisal company or your sales staff  - that is the root cause of your service issue, not a customer sharing his experience as a warning to others potential customers..

 

Xxxxxx Xxxxxxx

 

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#2 Author of original report

Copy of email sent back - QuickenLoans - (USA)

AUTHOR: - ()

Ms. Xxxxxx

 Thank you for your prompt follow up. 

 It is unfortunate we had to escalate this to social medial, to get prompt attention from your company. When we first engaged your company directly (your sales rep) about this situation, it was the opposite reaction. The tactic then appeared to be more of a cynical (blunt way of saying bad faith) tactic of just giving us lip service and running out the clock - while offering us a less attractive refi package.

 One of the few statements your sales rep said, that we agreed with, was that the last mortgage meltdown was caused by incompetent appraisals that overestimated a house's value. I would counter, however, that two wrongs do not make a right - under valuing a house, to use as an excuse to try to get out of the original agreement - so you can offer another, less attractive agreement (a bait and switch) is still the same bad behavior.

 Of course, this assumes certain things - like your company uses the same definition the rest of the world uses for a bathroom - a self-contained room, that is within the main structure of the house, with a working toilet and sink. If the bathroom has a bath, shower or both within the same room, that is a full bath. If it does not have a shower or tub, it is a half bath - but it is still a bathroom. Items like number of bathrooms and bedrooms have a very high degree impact on the value of house, thus misrepresenting this information has a tangible financial hardship.

 The hardship is not something that would warrant legal action (we are just starting the process with another, more competent company) , but it does make it fair game to openly challenge such statements as "Quicken Loans service is tops in the industry. No other mortgage company comes close. Our complete dedication to providing outstanding service...., we actually combine industry-leading and award-winning technology." 

 You company's last boast (and I say this as a IT professional) might be a clue to the root cause of this issue - you can not program a computer to look at pictures of a house that shows 3 baths and bedrooms and a report that says 1 of each and tag it as in error and fix.  That function still has be been done by a competent human/professional who gives more than just lip service to customer service. Common sense can not be delegated to technology and processes, you have to have competent human professionals that are more than just order takes and data entry staff.  

 The records would be under either Xxxxx (Xxxxxl) Xxxxx (myself) or my wife Xxxx Xxxx

 The address is below.

XXXXXX

xxxxxxx

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#3 UPDATE Employee

Quicken Loans Review

AUTHOR: QuickenLoans - (USA)

Hi, there! We are sorry to hear about your experience with us. My team would like to look into this for you. Could you send us an email at Emma@quickenloans.com? Thank you! 

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