Rocket Mortgage Reviews

4,098  Great
TrustScore 4 out of 5

3.9

In the Mortgage Broker category

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Reviews  4,098



Rated 5 out of 5 stars

My loan rep Stewart and Processor gave…

My loan rep Stewart and Processor gave me the greatest experience I ever thought I could have during the home buying process. They was given a task that required us all to move very fast and they made it happen with no problem. Im very happy and thankful for Rocket Mortgage.

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Rated 4 out of 5 stars

My experience with Rocket Mortgage!

My experience started off ok. It got a little bogged down in paper processing and then sped up again. However, I did not accomplish what I wanted to do in my refinancing. So, what happened was that my payment went up but I didn't get the results that I was expecting. I also didn't expect to have closing costs not included in the final package and not out of my pocket.

Reply from Rocket Mortgage

Hello Frank,

Thank you again for speaking with me today. Please do not hesitate to contact me directly if you have any additional questions or concerns in the future. Your time is appreciated, and I hope that you have a nice day.

Respectfully,

Anne Wright
Social Media Client Advocate
Rocket Mortgage
Direct: (313) 782-8714
Fax: 877-450-0847
AnneWright@RocketMortgage.com


Rated 5 out of 5 stars

Easy and modernized process!

Rocket made the home buying process east from start to finish. Always helpful, always available to answer questions quickly. We received superior service especially from Sandra O’Shea, who worked our numbers. Our only gripe would be that the rep requesting the ability to do a final inspection on our new build kept asking the builder’s office repeatedly instead of us & since we are the ones paying I found that less than ideal because the builder’s office had no idea what stage the build was at on their own without speaking to the construction manager on site. This led to quite a bit of unnecessary back & forth on this topic that could’ve been avoided had that rep trusted us to get her the information necessary, as was indicated as our responsibility in the app. Overall it has been great to work with a company that has modern technology on lock. The app made everything so much easier and it’s continued to be easy to set up payments after closing. No guesswork!


Rated 5 out of 5 stars

This was the easiest and quickest…

This was the easiest and quickest experience we have ever had buying or selling a home. 24 days start to finish. Every team we delt with was beyond exceptional. Every question answered in lighting quick speed. They were upfront with everything. The todo list is a wonderful tool.


Rated 1 out of 5 stars

Never stops calling

Do not even mention their name. I have closed on my house with a different company, and I am called at least 5 times a day by rocket morgage. Despite telling them to stop calling me I am not in the market. The Calls DO NOT EVER STOP!!! Holidays, weekends, at work, nights. I have a baby you psychos.

Reply from Rocket Mortgage

Good Morning Michelle,

Thank you for your review. My name is Dawn Hancock and I work with Rocket Mortgage Social Media Team. I focus on process improvements based on comments we receive. Your experience is important to me, and I take your concerns seriously.

I sincerely apologize for your experience. I was not able to locate you with the information provided, however I am interested in learning more. Please feel free to contact me anytime with additional information.

Thank you again for your time. Respectfully,

Dawn Hancock
Social Media Advocate,Client Experience Operations
Rocket Mortgage

T (313) 373-4576
F (833)334-3513
dawnhancock@rocketmortgage.com


Rated 5 out of 5 stars

This my third time refinancing with…

This my third time refinancing with Rocket and I just want to say I am very happy with how the refi went.
All customer service was awesome. They help me through the process. I especially liked working with my account management David Tate he was wonderful never complained when I called him for help. He always was there to help. I will be refinancing again with Rocket Mortgage again.


Rated 1 out of 5 stars

Unprofessional

Rocket mortgage was very unprofessional, they have you talking to a lot of different people. They have the customers doing jobs they should do. Than after you do all the work, they find something else to keep from giving you the loan.I think they give loans to certain people. Even after you had a loan with them for years, then, they find something else, wrong. I will never recommend them to anyone and I will never go through them again.

Reply from Rocket Mortgage

Hello Daisy,

Thank you for taking the time to leave us feedback about your loan process. My name is Anne Wright, and I am emailing you on behalf of the Client Experience Team at Rocket Mortgage that reviews all incoming client feedback. I just left you a voicemail regarding the feedback you left about your loan process. I would like to make sure we are addressing any questions or concerns that you have. If you would like to discuss your feedback further, please do not hesitate to reach out to me. All of my contact information is listed below.

Have a great day and please stay safe!

Sincerely,
Anne Wright
Social Media Advocate
Rocket Mortgage
T (313) 782-8714
AnneWright@RocketMortgage.com


Rated 1 out of 5 stars

You can find a better company.

Underwriting putting together a mortgage is akin to monkeys building a computer. I provided all the documentation required only to have underwriting request some of the same documentation over a holiday weekend....right before closing. Of course I am unable to obtain the docs because my employer is closed for the 4th of July weekend and the closing is one the 6th. Rocket Mortgage is a sh!t show, soup sandwich, time wasting organization.

Reply from Rocket Mortgage

Hello Mark,

Thank you again for speaking with me today. Please do not hesitate to contact me directly if you have any additional questions or concerns in the future. Your time is appreciated, and I hope that you have a nice day.

Respectfully,

Amanda Roeder
Social Media Client Advocate
Rocket Mortgage
Direct: (313) 373-0821
Fax: (855) 961-6259


Rated 1 out of 5 stars

Scam. Disgusting. Fraudulent.

Reply from Rocket Mortgage re: paying off my loan.
What a SCAM. supervisor in the executive office at Rocket Mortgage. I am understanding that you sent a check certified mail that was signed for on 6/24 but the loan was paid in full as of 6/27.
I have reviewed the loan and documentation you sent in to us showing the signature of the received package. In our process, the mail is first delivered to our mail room and then disbursed to the necessary teams through the office. I see this package was delivered to the mail room on 6/24, however our payoff team did not receive the check until 6/27 which is when the check was stamped and applied to the loan. This is a standard process with Rocket Mortgage and receiving checks for payoff therefore the additional interest did need to be paid. With the tracking that was provided, I did find that the package was supposed to be delivered by 6/22 however it was delayed due to the post office.
I did find that there was $25.00 that was overcharged which will be refunded to you via check, but the remaining 56.88 was needed to pay the loan in full. Rocket Mortgage has taken $56.88 of my money that they in no way should have. My Overnight package with certified checks arrived in time. But since their "policy" is to allow Overnight package deliveries that are marked for the Servicing Team to sit all afternoon in the mailroom, then Rocket can scam me out of $56.88 How many people have they scammed this way? How much money has Rocket made with this scam and incompetence? Shame.

Reply from Rocket Mortgage

Hello, I see that you have already spoken with Erica Randlett from our Senior Research Team about your concerns. We thank you for your time. – Rocket Mortgage Client Relations


Rated 5 out of 5 stars

Just another first time home buyer.

I am a Millennial and first time home buyer. I knew absolutely nothing about the buying process. Usually I am a fairly low-maintenance customer. That was not the case for this experience. I was needy, and demanding, and time-consuming, and fussy. I experienced the full range of emotions on the phone with these people and they hardly bat an eye. There is a tedious and frustrating amount of paperwork that needs to be completed for a home purchase. I literally could not imagine having to get it done without the tools and support provided by Rocket Mortgage. The user interface on the website as well as frequent updates to the to-do list made things manageable. There was always someone to reach out to either by phone or chat. And the person on the other end always had amazing soft skills. I could tell they dealt with people on the edge of a breakdown, regularly. I wonder if they give classes on this. My first point of contact and mortgage banker, Jeff Kawasaki, is one of the most competent and intelligent people I've ever interacted with and he had exceptional interpersonal skills for being the "numbers guy". He always had the answer and a solution. The timing with which this mortgage was completed could only be done by this company. They are the mortgage company for the age and I experienced it in everything they did.


Rated 4 out of 5 stars

We had wonderful interactions with…

We had wonderful interactions with Jamar Jackson and Steven Winkler, both of whom are credits to your organization. Another individual, Amber from Detroit, also handled our situation professionally.

We would have given your company five stars if not for a strange encounter with your Club Solution Consultant. That interference nearly blew up the entire mortgage. And it was needless to boot.

I would suggest that you empower agents to control more of the process. They’re extremely competent and not as prone to bungle into a situation where they’re unfamiliar. That particular handoff proved unwelcome in an otherwise perfect negotiation.


Rated 1 out of 5 stars

They are the worst loan company out…

They are the worst loan company out there. The loan officer or the underwriter keep asking for the same documents over and over. They don’t even go back and check their previous messages.
Even after the closing they come back to me and keep sending emails about home insurance. I keep submitting the documents and they keep asking for same documents again and again. And after they tell you everything is cool now. The Next day you receive email again for same issue. Awful company serious

Reply from Rocket Mortgage

Good Morning,

Thank you for your review. My name is Dawn Hancock and I work with Rocket Mortgage’s Social Media Team. I focus on process improvements based on comments we receive. Your experience is important to me, and I take your concerns very seriously.

I sincerely apologize if you did not have a pleasant experience. I was unable to locate your loan however, I am interested in learning more. Please feel free to contact me anytime with additional information.

Thank you again for your time, Respectfully,

Dawn Hancock
Social Media Advocate,Client Experience Operations
Rocket Mortgage

T (313) 373-4576
F (833)334-3513
dawnhancock@rocketmortgage.com