Rocket Mortgage
Reviews and Complaints

If you're looking for a mortgage experience that's not just about numbers, but about genuine care and support, Rocket Mortgage is the way to go. From the moment I reached out, I was met with warmth and professionalism that made the entire process feel like a breeze. The representatives at Rocket Mortgage are not just knowledgeable, they are your partners in this journey. They keep you informed every step of the way, making sure you understand everything and are comfortable with the decisions you make. The level of service provided by Rocket Mortgage is truly exceptional. I can confidently say that I will be returning to them for any future mortgage needs. Thank you, Rocket Mortgage, for setting the bar high and delivering an outstanding experience!

I currently have buyer clients waiting to close on a home, for which the seller used RocketMortgage for their lender when they bought. We are delayed on closing as we are waiting for Rocket to provide a satisfaction letter on a second deed of trust from a deferment the seller took on his mortgage payments during COVID. There have been multiple conversations with multiple individuals at Rocket; phone calls between closing attorneys, the sellers and Rocket on the same calls; extensive reach out to determine how we can get this letter… and still we are waiting. This has been going on for over a week. The seller is angry, my buyers are angry and we are having to amend the closing date. This is unacceptable. I will steer every single buyer I have from here on out away from this company.

If you have a Quicken Loan like I do, and have used the MyQL app for years like I did, you will be sorely disappointed in this “Rocket” app.

Not only is the code poorly written (at least for the iPhone & iPad) this new app does NOT provide a smooth handover of your data. In fact, there is no handover that I can tell. I had to create a new user ID, a new password, and once logged in it treats me as someone totally new to Quicken and starts pumping me for personal information.

I can’t find my current loan in it nor any of the data related to that loan. Furthermore, the Rocket website is the same way! All your history with Quicken is not there.

On top of all that, the numerous emails Quicken is now sending (seems more than before this “Rocket “ thing started) all the links are dead ends in “Rocket “.

A disaster. Fast food apps & websites do better than this.

I’ve been a rocket mortgage member for a few years. They have a good website, app, and the customer is usually pretty good. I’m currently trying to get PMI removed from my loan with them since it’s costing me an extra $100 a month or $1200 every year. Pure money down the drain for me but it seems to be easy revenue they pick up since they’re doing everything possible to keep it going.

It’s been a good real estate market this past year, my same house thru the builder is going for $40k this summer. We also put $80k into improvements around the house.

Somehow when I asked them to appraise it recently, since we should have 20% equity in the house now with all things considered, they valued it the same as last year. No change in value! Which also means no change in PMI cost. How convenient...

They should take a lesson from Amazon, “obsessive focus on the customer,” and not their own profits. Unfortunately they’re acting like all the other rip-off companies out there. Amazon you’re not getting into Fin-tech anytime soon are you?! I see some opportunity in the online mortgage space!

Loved the ability to take a picture of requested documents and send them to my loan team. Warning- Watch the app for progress from "Documents Requested" to "Items Under Review". I submitted the requested items and for over a week the documents remained in the "Documents Requested" tab without progress to the "Under Review" tab. Don't be overly 'patient'. Items only moved after I called my Client Care Specialist about the matter, and she checked her email. However that put my case almost two weeks behind because I had to wait up to 72 hours after underwriters finally received the documents, (which I had thought was starting from when I had submitted them) Turns out the submitted documents go to your Client Care Specialist for review and they forward the items to the underwriters. The 72 hours start once the underwriters receive your documents. So yes the app is very helpful if you use it and stay on top of your information and it's progress. If your submitted documents do not move to the "Items Under Review" tab within a few hours, CALL YOUR CLIENT CARE SPECIALIST! Do not hesitate unless you don't mind dragging the closing date out!

I can’t say enough good things about the loan process with Rocket Mortgage, from the ease of applying, to closing they made everything very easy.

But now that I’m locked into my loan and am using the option on the app to schedule monthly payments, I’m getting very frustrated. I started paying off my loan a month before my first scheduled payment (I paid February’s payment in January) because I want to stay ahead of my bills and pay off my mortgage as soon as possible.

I set up auto pay, but the app refuses to take money out of my bank account on the date scheduled. I don’t know if it’s because I’m a month ahead, but that should not matter. It should automatically withdraw funds as scheduled. The app currently shows my next auto-payment is scheduled to be withdrawn on April 1st. It’s now the 9th and the money still hasn’t been withdrawn.The account is 4 months old yet this is the second month in a row I’ve have to manually submit my monthly payment. Why have an option to auto pay when the system won’t actually withdraw the funds? What happens if I forgot to check if the funds were withdrawn? I would wind up in arrears and my credit would take a hit for late payments. Repeated phone calls do nothing to resolve this issue.

Rocket Mortgage-fix your app!

Update 3 - Jan 31, 2019. I have received no additional communication from Quicken. Obvious to me they are not interested in customer service.

Dec 27, 2018. Update to my review. I would give it no stars if I could.

Communicated with the Quicken loans team about the issue. Turns out they're not supporting the version of iOS on my iPad. They say they need to make sure to use the most current version. My iPad is a little over three years old and no longer receives update so I am using the most current version of that is available.

Checked with several of my friends and coworkers who have iPads. About 70% of us are in the same boat.

Prior version of the app worked. Current version doesn't work at all. Wish they would figure a way to make it work for those who don't want to spend additional money on new technology.

By the way, their communication with me was good until they figured out my version was only 10.3.3. Then they went dark on me. Hmm

Very disappointing...

Original review-
"Have used the previous version of the app and liked it. Now when I try to access the app it says I must update it. However there is no update. The app is broken. I have contacted Quicken loans and sent him screenshots, etc. They say they'll get back to me in a day or so. However it's been almost a week and no reply. My assumption is they know it's broken but don't have the ability to fix it. Hope it gets fixed before my next payment is due. Technology is good. But only when it works."

Up until the event I’m about to describe we loved Rocket and my partner and I had not only purchased two homes using Rocket but we had also refinanced
them both.

I currently have a contract on my home (which has a mortgage with Rocket) and I was simultaneously applying with my partner for a new loan thru Rocket.

My payments are electronically withdrawn from my account each month. I pay on time and a little extra. I’ve never been late.

In February I paid on the 3rd of the month and received a text on the 20th telling me to follow a link to make a payment. I thought the link was phishing so while I didn’t click just to be on the safe side I logged into the app to make certain the payment was there… I saw it and there was no issue. In March the same thing happened. Again, I logged on and could see my payment. No issue.

Nowhere in the app did it say “Alert - your payment has gone up”. Nowhere did it say that I had shorted rocket $76 because they had recalculated escrow.

Emails from Rocket were going into my inbox but…. The two autogenerated emails from Rocket saying I was short went directly into junk mail. There were no courtesy phone calls.

The app needs an alert. The only thing on the App
that showed a “late notice” was issues 7 days after a late payment showed up on my credit report.

We live in an era where people are traveling and relying heavily on banking apps. This app failed me, ruined my credit score and weakened my borrowing power. Customer Service Agents were rude and talked over me when I called to try and resolve.

I currently have a loan through quicken loans. The first time getting a loan with them was a quick and wonderful experience. Years later I am refinancing my home using a VA loan to cash out to improve and to expand my home. No communication! None. Nope, none at all. They said I’m on a self service loan and to do all things through the app. Problem is they don’t update the app. Instead, when you upload through the app you get a message stating that it will take 2 to 3 days. In reality it takes a good week to a week and a half. If you call and talk to a loan specialist they tell you to check the app. They have no information and apparently they can not contact someone who does. They can “pass along” the information and it will take 2 to three days for a response. Then they use the phrase, call us if you have any questions. Really, you can’t answer the ones I have! They don’t update the app in a timely manner so your just left wondering what is going on with the loan. I was told we would be able to close in 30 to 40 days, not bad but 40 days was up a week ago and they still drag their feet. If they need info I have it to them that day or the next day. They asked for 3 months payment history, 2 weeks later they ask for 6 months another 2 weeks and they ask for a year. Shouldn’t they have just asked for 12 months to start with. I am not impressed and I am actually thinking about telling them to quit and I will go through Navy Federal Credit Union. I didn’t because the first with them was so great. Now I’m regretting my decision. Thanks for no communication.

I was beginning my mortgage pre-approval search once again. Previously done through chase, but it was the weekend, so why not try the new way to do things. HA, never gone, I’m always going to be going through my bank.

Long story short.

Submit application progress - not super daunting, application has some bugs in terms of text box width, etc, especially for iPhone X, but that’s not what this review is about. Overall, application seemed well designed. Kudos dev team.

My application needs further review? Weird, I have a good amount of assets, whatever. They already hit my credit report. I’ll follow along.

Chatting with an ‘executive mortgage whatever’. You’re payments would be around 975-1000 a month, do you have a realtor yet?

Cool I was expecting that payment per Zillow mortgage tool.

I have a realtor but I was shopping pre-approvals first.

Agent at Rocket mortgage, who I’ll refer to as ‘agent’.

Agent: can we chat with your realtor and go over your pre-approval?

Me: I’m pretty savy on this subject, could you just send me the pre-approval? I don’t see why a realtor at this time is necessary.

Agent: unfortunately I’ll need to go through your realtor

Me: I was pre-approved for chase in the past and they emailed me my pre-approval, you don’t need to go through my realtor.

Agent: that’s not how we do things around here

WHAT?

You don’t give people the pre-approval documentation they let you hit their credit report for?

Trying to get me to work with your ‘collection of realtors’. I could care less.

Go through your bank, and stay away.

I completed my refinance application with Rocket Mortgage on September for a cash out. The process was horrible. I do not know where to start.

First, the process took nearly 3 months to finish. They like to blame things on COVID as a typical excuse. First, I had loan Consultant. I wanted to refinance my property in Orlando. The rate was 3.2% with high discount point fees. I had lack of communication from the original loan officer, in which, moved my application to a Financial/Credit Solutionist. I will not forget his name, David. He was the WORSE representative EVER!

For starters, I felt like I was doing his job compared what he was doing. He keeps changing things on the application reflecting different pricing and cash out amounts. One day, I was up 22k in cash out then the next day I owe 15k to do the cash out. It blowed my mind when he said that what’s the system said. He never provided options on how we can look into solutions to resolve it. Additionally, I was promised credits to reduce the cost without increasing the interest rates. My biggest issue was false information from Rocket Mortgage. The company is hiring inexperience people who don’t know process, can’t find solutions to help the customer needs and too reliant on systems when provided.

If I was any other customer, I would not do any mortgages with Rocket Mortgage anymore. This year I am in the aiming to buy two more homes and Rocket Mortgage will definitely lose business for their lack of incompetence. It got to the point I have report them to the Better Business Buearu of their activities. It needs to be heard about their actions.

I understand mortgages need to make money. However, customers need to keep an eye out on the Rocket Mortgage closing cost. It is very deceiving if you don’t pay attention to it clearly. I managed to removed over $3000 of closing cost the company was trying to add if you don’t ask questions.

Before QL updated the app, I was able to make payments and view everything about my loan. Now (even after calling multiple times) the app STILL won’t work for my loan. It just tells me that due to a “recent” upgrade that I need to call to get back into the app. Which I have done just to be told they are experiencing “technical difficulties.” But SOMEHOW the app was able to tell me via push notification that my payment is due Very frustrating! PLEASE FIX!

Started the process last week. Initially everything was fine, until we requested our rate lock. Then the stalling began.

Today was notified they won’t honor their website promise and do a rate lock (given BS reason).

Doesn’t take a rocket scientist to understand the game being played: Fed meets tomorrow and is expected to raise rates.

Do yourself a favor and find an honorable lender (or at least one that will honor their own promises).

Avoid Quicken Loans.

It’s much easier to go thru a regular mortgage company and do it manually. You will need to go thru so many hoops submitting information that should be quicker and easier to do electronically. This service makes the process twice the hassle. Stay away from them.

UPDATE: Developer apologized for the hassle and asked me to contact them to research the matter...So now that the process is finished they want me to spend more of my precious time than I have already overspent?

Starting my house hunt and after being inundated with rocket mortgage commercials during sporting events, I Downloaded the app to assess how much I could get in a pre-approval. App hit my credit check twice but only indicated I did not qualify for the amount I ball-parked. I would have expected it to give me what I do qualify for based on the information I submitted but it did not. Now I have the hit on my credit and nothing to show. Sadly, all I got was disappointment and lost time.

Rocket mortgage team advised me to not go 20% on a conventional loan even though I had the funds so I could, “lock in” the benefits from a FHA loan so I paid just under 20% and was advised that I could remove PMI insurance after the first payment… then as advised, tried to remove it and got spun around 180and was told I had to get my loan to balance to 80%. So I did… then they told me I’m not eligible to remove it because it hasn’t been a year or 2 yet. Be careful with these people.

Downloaded the app, made an account, was asked one question: purchase or refinance? I accidentally clicked refinance, the screen auto-progressed, and now i can’t go back. Online agent told me only way to restart was to create a new account with a new email address. Seems like it would be a lot easier for the app to either: Not automatically progress to the next screen, OR, allow the customer to hit a back button, OR, allow the customer to simply delete an unfinished app, and complete a new one.

I have been accessing this app (old version)to pay my mortgage since February . This new updated version keeps telling me my password and email address are wrong. If I log on through the Internet it is the correct username password and email address it appears that this app is all about getting new mortgage loans and not keeping the good customer service which I experienced in the past. I would’ve gave it zero stars if it was an option. Now is the time to stop referring my friends and family.

Multiple phone calls, texts and emails for 2 weeks now. I signed up and filled omit a few documents and then the calls started. I got 3 calls in the span of 1 hour from 3 different people. You can try to unsubscribe from their emails, opt out from their texts and ask their sales rep to not call anymore but it doesn’t seem to work.

It seems like they’d be good for streamlining the process of getting a mortgage, maybe I could do it all through my phone! But after dealing with them for 2 weeks I have no interest in dealing with this company.

I have been attempting to log into the app, but keep getting a message that I must update first. After several attempts to update, all obviously unsuccessful, I clicked on the chat with us button. The only thing the person chatting with me did, was to give me the phone number and hours to call to speak with someone by phone. (Information that I already had from clicking the update now button, which took me to the page with the contact information and the chat with us button.) Why bother to offer online chat, if they aren’t going to attempt to help resolve an issue.

TL;DR: Lots of time and patience required before you can get any value out of the app.

One of the worst onboarding experiences I’ve ever seen. You have to sign up for an account, verify your email, then manually log into the app. After that, the app immediately wants to know if it can send you notifications before you have to start filling out a long series of forms and providing copious amounts of personal data. I gave up about 10 min in, thinking that, if this company doesn’t care enough to modernize their onboarding experience, how good could their services acupuncture be?

This app was already annoying because half the times i’d log in with face id, it would then request the last four of my social for “security purposes.” What’s the point of logging in with face id if i have to type in a “password” anyway? But now, they’re forcing you to use 2-factor authentication on top of that. Why is access to this app more secure than my bank accounts when the only thing i’m able to do on the app is pay my mortgage? PLEASE someone else access my account and pay my mortgage for me. It’s so stupid to have the app locked down that hard for the minimal access a breach would give anyone.

Well, QL took a great app that worked fine, changed their name, and released a semi-functional release.
- menu drop down in upper left only gives a blank screen and an “x” , no way to log out other than just stopping the app.
- drops you directly into the payment screen
- wants an email address but will take user name
I am using an iPad Air 2 at the latest ios release.

I’m going back to using billpay from my bank. A shame, as I’ve been using the QL app for a year and was pleased. Now, I just don’t trust it.

Just as an aside, Couldn’t you have come up with something better than “Rocket Mortgage”? Sounds like an Asian marketing firm or a third grader is in charge of marketing and branding.

I like the fact that I don’t have to shop around because their rates are hard to beat, but the customer service is less than desirable. Just straight up lack of communication. Having to explain myself to every person I talk to is exhausting. I have a VA loan. It was one of the worst experiences I’ve endured. The so called VA expert sent me to the VA hospital in Detroit to obtain information. They all asked me why I was there. I did most of the leg work myself. Figured it out as I went along. Didn’t hear from the expert the last two weeks leading up to the close. He sent me a text saying congratulations, the day of. Was Looking to refinance, but I think I’ll be taking my business else where.

The representative Robert Dwight provided with great customer service. He seemed helpful and energetic over the phone. However, he misleaded me and Used wrong information . For instance, made approximation base on a zip code which I never mentioned, he could not be clear on how the debt to income and credit was an outstanding issue with my application. I even shared with him I was approved for a higher amount with another lender. Robbie And August (improve credit) encouraged me to pay on debts irrelevant to being approved. Overall, both gentlemen were misleading and might just cause the same scenario to other clients. By the way, presenting to client an application is fully gone underwriting process is sooo misleading as well. These practices will ruine you guys and or keep costly the organization bad review just like this one!