Jeff Fuchs

Our experience working with Quicken Loans was rather disappointing to say the very least! Everything from the most smallest thing to some of the really important milestones of closing was complicated, frustrating, and disorganized. My fiance and I are very much fans of the team approach to organizations and Quicken Loans advertise how they use this structure, but they have a lot of improvement needed. Not only are very unorganized but they significantly lack in customer service. Anytime we had to speak with someone from a different department, they didn't know anything related to other parts of the loan or had any information related to what we were calling about. A few examples of how poorly Quicken Loans handled our loan process are as follows. My fiance and I are both on the loan and when it came time to verify employment with our employers respectfully, Quicken didn't have me on the loan. They called MY employer for verification and intended to verify that I was currently employed and then proceeded to tell my employer when they called back that they were calling the wrong company because I wasn't listed as a person on the loan. When I called to explain what my employer just said to me, I didn't even receive an apology. I then asked for information to pass on to my employer to speed that process up and make it as efficient as possible. The response I received was 'I have no idea, I wish I knew." I had to literally ask, "Can you find out, perhaps, ask someone from the other department or your manager - something?" We had to push back our closing date due to tenant issues and it took 5 different conversations to get the correct closing date updated on our file. There were a handful of hidden and undisclosed stipulations that we discovered at closing that our lawyer and agent explained should have been gone over in depth with us from our loan officer. Sadly, we weren't even made aware the details in the least bit. There were many other issues that popped up almost every day and in every step of the process. The only reason that I gave a 1 instead of a 0 is because I like the idea of what they are trying to do and really love the online features they offer.