Started my loan process with Quicken Loans at the beginning of June with the understanding and plan to have the loan closed by the end of the month. Here we are over 3 months later and absolutely nothing!!! They were incapable and clueless throughout my experience. Here are the facts to my experience:
Loan process started on June 4th and all requested documentation was provided upon request with no delays
I had four (4) client care specialist throughout my process. Two were promoted, two left the company and I was left in Limbo several times.
The people are so green and new because of the turnover rate they can not answer a question. People have to continually transfer you to someone else who can only answer part of a question.
There was no personal attention taken to the loan process and I was just a number. I made all the efforts to communicate no one reached out to me.
They took over 2 and a half months (The reason they cite caused all the delay) to obtain a subordination agreement. They had to make four or five request.
They noted for over 2 months that they needed nothing else from me and the day before I needed to close (For the third time) they request additional information and noted I would not make the closing deadline that I had set for them.
I was the only one impacted by their failed practices and policies. Then they have the nerve to want to keep your good faith estimate deposit (I did receive the majority of it back but, I should have received it all based on the course of events).
Their client relation department is a Joke!!! They took over a week to contact me back to tell me they would contact me again in 7 - 10 business days and I had to call them to remind them of the first deadline.
The main reason I decided to post this report is due their lack of acknowledgement that they failed during this process. Their slogan "Every Customer Every Time No Exceptions No Excuses" is a far fetch dream based on the way they are structure and how they execute their processes. I was told that the ball stopped in client relation and I could not elevate any higher. Well I hope someone in that organization cares to give me a call to discuss. I would hope Dan cares how people are being treated by his company. Feel free to call
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