|Address:||1050 Woodward Ave, Detroit, MI 48226|
|Working:||9AM–10PM 9AM–10PM 9AM–10PM 9AM–10PM 9AM–10PM 9AM–6PM 10AM–5PM|
Just before the holidays, we attempted to refinance with our current lender. The process required us to spend over $450 to get an appraisal, only to have them cancel the refinance a few weeks later - while keeping our $450! So when we got a letter from Quicken, which not only offered us a MUCH better interest rate, but also a lower monthly payment, we proceeded with caution to determine just how much this was going to cost us. Although the process did take a little longer than they had told us (due to issues on OUR end and the fact that we have a HUD loan which has to close only during certain days of the month, or incur additional fees), it was actually a MUCH quicker process than either our original closing OR the attempted refinance. The good news is, that they did NOT need us to do an appraisal, so we did not have to fork out another $400+ fee for that, yay! They also were able to add most of our closing costs into our loan, so we really did not have many out of pocket costs at all. Although the closing amounts did go up and down slightly throughout the process, when we indicated that our closing cost limit was $750, they worked REALLY hard to accommodate that, and were able to get it to that exactly. They also made sure to take into account any fees our original lender had, and rather than giving us a loan for the amount we saw on our end, they loaned us the amount we ACTUALLY would end up owing our previous lender, so we ended up not having a shorted loan pay off like we would have had we selected the amount. Everyone we spoke with from beginning to end was very personable and informative, and although many people were in on the process, we did have the same person handling the finance part of it the entire time, and were able to speak with him any time we had a question or concern. We even enjoyed the closing process, which was held IN OUR HOME! The lady they sent was very personable, and we enjoyed chatting with her while we signed the paperwork. We were actually sad when we had finished signing everything, because that meant she was leaving. SO different from the cold and impersonal closing we had at a local title company with the original loan! We are currently expecting a child, and are so grateful to Quicken Loans for helping us to lower our current mortgage payments by about $100/month, which will be a BIG help with all of the expenses that babies incur! We are so glad we gave them a call!
Pamela G. Cunha
We were very impressed with Quicken Loans and their excellent customer service when we refinanced our mortgage. They gave us a great rate and their refinancing process was quick and easy because they make intelligent use of technology. We especially liked their secure website where we could easily upload our documents and check on the status of our loan at any time. The website is well designed and very user friendly. Quicken Loans communication was also excellent, always keeping us informed through the secure website as well as frequent phone and email contact. We would particularly like to comment on the wonderful, friendly people we encountered: Our QL Banker, Cory Kunz, was knowledgeable and unintimidating and made our initial contact less stressful. His easy demeanor guided us through the application process smoothly and gave us confidence that QL was a good choice. Our Client Care Specialist, Elaina Locascio Kettinger, deftly led us through the refinancing process with grace and good humor. She was very responsive to all questions and communications and enthusiastically congratulated us on closing our loan. This further instilled our confidence in QL. When it was time for closing QL made the signature process very convenient by sending a mobile notary to our home on our schedule and we were done in 30 minutes. Within a few days we received an impressive bound copy of our closing documents. We had closed our loan in less than 30 days! After that every QL person we encountered congratulated us on closing our loan which made us feel valued as a customer. Ultimately, we believe Quicken Loans is an excellent choice and we would recommend them to anyone looking to refinance their mortgage.
I have purchased multiple houses and refinanced a few times as well and this was by far the worst experience I have had. I do not recommend Quicken Loans to anyone. The level of communication was horrible. We get bounced around to different groups although nobody mentions that you work with a different person through each step so there are constant disconnects. At one point, on a Friday evening, our loan was put on hold and the account was basically locked. Nobody could tell us why except for the person that did it (Charles Clark) and he then left for the weekend so we had all weekend to guess at what could possibly be wrong. This was all done because we just needed to submit a document. Prior to that we were dealing Kelly Lund who seemed to take days off at a time on responding to our emails. We are told to response as fast as possible but trying to get a response from the Quicken team was very slow and unreliable. I could go on and on about the things that went wrong but nothing will come of it. Once they collected the money for the appraisal and locking the rate... the level of service went to complete crap. All the way through the closing which was another debacle. We are not people to throw away money so we could not stop and start with another company although we strongly considered it multiple times. I strongly advise anyone considering having any loan work done to find another company. The process was not any faster than other companies. It was actually the slowest experience we have had so far. The rate ended up not being any better after they talked us into changing rates. It felt so much like a bait and switch but excuses will be made to make it seem like we were the ones at fault.
AMAZED does not even begin to describe my experience with Quicken Loans! Back in April of this year (2013) I was trying to decide whether to contact my (then) current mortgage company or Quicken (I had heard lots of advertising for Quicken on radio and TV) about refinancing my mortgage. I decided to contact my (then) current mortgage company because I already had a history with them, they could see I have never been late or missed a payment and also that I always paid about $70 extra each and every month on my mortgage. To make a long story short including lots of unreturned phone calls and emails plus overnight expense to send paperwork that was never looked at, it took my mortgage company four months to decline my application for reasons they still have not explained to me, cost me almost one full percentage point in interest and $1000.00 in closing costs! The very next day I called Quicken and Andrew Melymuka took my call. Andrew was polite, friendly, customer service oriented and upbeat, taking my application immediately over the phone. That was on Monday 8/19. On Friday 8/23 (four days later) I was notified that my refi had been approved and I closed on it the following Tuesday, 8/27/13! During the 8 days from application to closing, Andrew was in touch with me by email and/or phone each day with a progress report on my loan application. At no time was I made to feel that my business was not valuable or wanted as I was with my old mortgage company. I am absolutely thrilled with the service I received from Quicken Loans and have done nothing but sing their praises ever since.
October 16, 2013 My experience with Quicken Loans online and Benjamin Geller was AWESOME! He knows his job, and is on top of it. He was so helpful and walked me thru anything I had questions with. He was very accessible. I could tell that all of the clients he was working with during my same time period were his #1 priority, including myself. It was bittersweet when my loan process was moved to the Client Care department, I felt like I had become friends with Ben Geller, I loved his personality and was going to miss him. Cherese Plata, my Client Care Specialist was great also. She kept me very up to date on the process with my loan. She was pleasant and knowledgeable. My situation might have been the “perfect storm”, but I can tell you that 16 days after I signed my loan application online, my loan CLOSED. That is AMAZING. Not knowing anything about Quicken Loans at first, I did a bit of investigating about the company. I was very impressed with the founder, Dan Gilbert and his efforts to bring Detroit back to life. At some point during my conversations with Ben Geller I asked him where he lived and was working from and he told me Detroit “Rock City”, I could tell that he also held great pride for his city. Thanks Quicken Loans online for the GREAT experience, I will continue to refer your company and tell people about my great experience. You truly are “Engineered to Amaze”. Teresa Carlson-Dunn Cortez Colorado "HARP"
I had an overall acceptable experience with Quicken. Initial contact with their representative was straightforward and the application process was easy. Follow up with their caseworker department was a little frustrating. It might be due to a lack of training and inexperience. The ability to effectively communicate in financial terms and understand the details of my loan was important to me and the follow-up team was profoundly inadequate. Not trying to get anyone in trouble, just want to emphasis the need for better training. The closing process took about 47 days from beginning to end. Because it took over 45 days, they extended the ‘lock’ rate at no charge (good move on their part, a fee to extend would have been a deal killer). It took nearly 4K to close on a 15 year VA loan at 3.25%. In today’s world of so called ‘no cost closing’ deals, that’s a lot. You’ll probably be asked for a $100 ‘deposit’ that will be applied to your appraisal. No big deal, but let them know if you already secured a recent appraisal so you don’t pay twice. Pay attention to the HUD report issued near closing and compare it to the Good Faith Estimate they offer earlier. Do your homework and understand all the charges. Their on-line site is very user friendly and provides a lot of useful features to manage your loan after closing.
I have done a couple of loans with Quicken. The first few were exceptional - the service and the follow through were excellent. The rates and costs were also pretty good - especially when considering the way the process works. This loan was for a property we own where we were going to add a mortgage to a non-owner occupied property where the loan to value was less than 50%. My most recent experience with Quicken was considerably worse. Costs of the loan (including the fees and the rate) were clearly not the cheapest. The processing staff was a bit bureaucratic. I spent an inordinate amount of time dealing with a disclosure issue that should have been solved in one try but took several - at each point the person would move me to the "solutions" team that seemed even less well capable of solving the problem than the initial person. That bounce happened a couple of times. I am not sure what changed the position of Quicken on this disclosure but they finally agreed to take my printed bank statements in the form that I had offered them. The closing was as good as it has always been. Quicken sends a person to your home or office and the closing was efficient and actually pleasant. The notary was helpful. If I do another mortgage I am not sure I would use Quicken again.
My experience with Quicken Loans was almost entirely positive. The people I dealt with were competent, efficient and helpful and worked with me to ensure that the loan process from application to closing went smoothly and quickly. I closed in about a month from my first inquiry. The system is organized and transparent with regular communication. My banker, Dunia Masad, walked me through the preliminary application process, provided a complete list of what I needed and provided me with a quote within less than an hour. The quote I received was excellent as final loan did not differ in any significant way. Carlos Alcaraz, my Client Care Specialist took personal care to shepherd my loan through processing. I was using the proceeds for another property purchase and he worked with me to keep both transactions on track. Yeah, Carlos! Issues: 1) I was guided to lock a rate within hours of applying, my representative was certain that rates would go up despite most business news predicting the opposite. (To be fair representatives for two different banks told me the same thing.) Rates actually went down by half a point. 2) The iPad app is fairly lame and does not provide the same information as the MyQL web site.
From the First call from Quicken with the news that I could save a lot of money with a lower interest rate that they were offering I was pleased to work with someone that actually new about what he was talking about and not someone from a call center in India. My questions were answered and the terms explained in terms I could understand. Everything went smoothly and we were kept posted on progress as we proceeded to closing. The final closing was the highlight of the whole process as we luckily got our Notary Amy at the closing and she was a delight. It is so nice to deal with real people who enjoy meeting people and are genuinely interested in providing the best for their clients. Only constructive comments would be a better choice in real Estate Assessment team. They were not rude but they stood apart from the Quicken Team in bedside manners. No biggie but still we felt a bit intruded on. Perhaps it is normal when someone is sent to put a price on a place you deem priceless. That being said they did an excellent job on the appraisal. We both give Quicken a 5 star rating and are happy to be considered part of The Quicken Family! Hats off to all our new friends at Quicken! God Bless! Pete and Eva