Quicken Loans – Knowledgeable, Flexible, And Over All Smooth Transaction, Only One Complaint.

July 2, 2009 By PA resident from Willow Street, Pennsylvania

Client Experience

Application Process:	5 out of 5
Loan Knowledge of Mortgage Banker:	5 out of 5
Loan option(s) offered:	3 out of 5
Customer Service from Mortgage Banker:	3 out of 5
Speed of Closing:	5 out of 5

Level of Mortgage Experience: First-Time Refinance
Number of times used Quicken Loans: 1 time

Overall I felt as though my experience with Quicken was very smooth. Each time I had a question or needed assistance it was fairly easy to contact someone through email, getting someone on the phone was a bit more difficult. However, my emails were always returned the same day usually within the hour which was fantastic. Everyone I spoke with was always very professional and very curteous. I was a little frustrated about one specific issue with my refinance. I made it clear to our consultant that I really wanted to try to refinance at an 80% LTV and we were very close to it (81% I think). At first he seemed very eager to help us come up with different scenarios and options that we could consider in order to reach that 80%. However, the next time I talked with him and brought up the subject again, he seemed to just dismiss it and gave me very few ideas on what options we could consider. He seemed as though he just wanted to get the loan closed. I would have understood if there were no good options for us but it just seemed as though he went from eager to help to just wanting to close with little explanation on what options we had.

Editor’s note: We apologize for any inconvenience you may have experienced with us. This not common practice for Quicken Loans and we would like to get in contact with you to discuss this further. Please contact us at Kelly@quickenloans.com so we can help. Thank you and we look forward to hearing from you.