Complaints Against Quicken Loans

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,835
466
1,000
48
Southern California
www.loansafe.org
LoanSafe.org is an independently operated website that is not affiliated with any mortgage lenders or real estate companies. What this means to you as a consumer is that you will get the most accurate, non-biased information here than anywhere on the internet.

This thread is an open discussion for anyone who would like to report their complaints against Quicken Loans or their good experiences. I have compiled some other reports around the internet and also some links to help you further get educated about this online lender. Most of what I have found is bad, but there is still a lot of good.

What I am looking for are common complaints and patterns in these stories from pissed off borrowers. This shows me that they are indeed legitimate and that there appears to be some issues that prospective borrowers need to be aware of.

Here is what you should watch out for when doing business with this company:

  • Up Front Fees: One of the most common complaints is that prospective borrowers are charged $400-$500 for a Good Faith Estimate or Appraisal Fee and then when the mortgage is denied, they lose their money. It appears that most of the people who are losing thier money are losing money they cannot afford to lose. This is bullshit and needs to stop. If this has happened to you, please comment below.
  • Bait and Switch: This is another very common trait in people's comments on the internet. They are told one thing before the fee is paid and the paperwork signed and then later everything changes as they lose their up front money and chances at receiving a new mortgage.

Internet Complaints Found:

Debra of Allentown, NJ January 20, 2010
First of all, closing was supposed to occur by 1/4 - no reason given as to why this didn't happen there was no reason whatsoever. I am so livid, they're liars, cheaters, thieves - they do anything to get that 500 from you. We can not afford to just throw 500 away for nothing. We have refinanced many times through the years and have never dealt with such tactics such as this. This should be against the law. I'm just so angry right now at not only the loss of money but time and aggravation...

Ryan of Wichita, KS February 15, 2010

Terrible customer service. Orginally told that there were no red flags with my refinance and I could expect to close within 45 days. The company would only take action when I called, which was at least 3 times a week. The process was dragged out almost three months and I was within a week of closing.

56 days ago by RATS
I worked for quicken and have been in the industry for 15 years. These guys really only care about themselves. They sell you hard on the phone and push and push you to think rates are going up in 5 minutes. Stay away everyone. Plus they charge you so much more than anyone else. Just go to the local bank or credit union.
By Gabi, Wed Jun 23 2010, 09:30
Good for you. The problem is that they charged me even when the ratified contract was not signed so therefore no contract no deal! This is a scam period no matter how you look at it. How can they justify doing an appraisal without a contract? And yes, I too went thru this process with Wells Fargo, Bank of America, Chevy Chase Bank and USAA bank but Quicken was the only one I had any issues with. Some of the others were very slow but they did not do anything behind my back.
Barb of Hawk Point, MO February 12, 2010

Same as all the other complaints that I have read. We were told they could lower our interest rate and shorten our term. They needed 500 for good faith estimate. We were told everything was good and this would cost between 2 and 3 thousand which would be rolled into loan.

The house appraisal came in low and they also said the bank that has our mortgage now wanted an extra 1,000 in interest. That would bring our closing cost to about 6,000. Twice what we were quoted. We asked for the 500 back and were told no, they needed it for processing costs. I'd rather put the 6,000 towards principal on the loan I have now.
Lessons here:
Their contracted appraiser did the appraisal on a home for which there was not ratified contract even after me and my realtor specifically told him not to do it.

The bankers at Quicken make you sign documents to see their quote and put you in a contract. They try and slip documents on old loans on to new proposed new loans to charge you even if you sever ties.

The investigator was not trying to solve the issues by obtaining my documenation of communication with their bankers via email. He was simply trying to ensure there wasnt much evidence I had so that he would not have to refund me my money.

They would not reimburse my money without threatening them with legal action.
P.S. QUICKEN LOANS DOESN'T NEED YOUR $500 TO SURVIVE.....
BUT I BET SOME OF US ON HERE DO, AND ITS OUR MONEY PERIOD ....... AND THATS THE BOTTOM LINE !!!!!!!!!!!!!

Lawsuits:

Quicken Loans Inc., a mortgage lender based in Livonia, Michigan, has agreed to settle Federal Trade Commission charges that it failed to provide "adverse action" notices in violation of the Fair Credit Reporting Act (FCRA). The FTC alleges that Quicken Loans failed to comply with the provisions of the Act that require credit grantors who take adverse action



- for example, denial of credit, insurance, employment, or certain other benefits - to notify the consumer when the action is based wholly or partly on the consumer's credit report. The notice is designed to give consumers the opportunity to dispute the accuracy or completeness of the information in the credit report. The proposed consent agreement, announced today for public comment, would require that whenever Quicken Loans takes any adverse action with respect to an application for credit, either in whole or in part because of information contained in a credit report, it must provide to the applicant the notice specified in section 615(a) of the FCRA.


"Consumers who are denied credit or other benefits based on their credit report have a right to know, and lenders have a legal responsibility to tell them," said J. Howard Beales, III, Director of the FTC's Bureau of Consumer Protection. "An adverse action notice is the key to maintaining the accuracy of sensitive personal information and the signal to check your credit report for accuracy."
Quicken Loans Inc. is currently the defendant in a class action lawsuit. This was filed against the company on behalf of employees who worked as loan consultants for any Quicken office within the past three years. The suit alleges that Quicken is in violation of the Fair Labor Act for failing to pay the plaintiffs overtime for working beyond a 40-hour work week. The officers of Quicken Loans have denied these claims, and say they are not aware of any such violations of the Fair Labor Act
Quicken Loans Inc. is currently the defendant in a class action lawsuit. This was filed against the company on behalf of employees who worked as loan consultants for any Quicken office within the past three years. The suit alleges that Quicken is in violation of the Fair Labor Act for failing to pay the plaintiffs overtime for working beyond a 40-hour work week. The officers of Quicken Loans have denied these claims, and say they are not aware of any such violations of the Fair Labor Act
Here is a Quicken Loans Video Response to These Complaints:

Tony Nuckolls, VP of mortgage banking at Quicken Loans talks about Quicken Loans complaints, about how Quicken Loans has been accused of being a scam and a rip-off and putting those complaints into the context of Quicken Loans outstanding record of customer service and experience.

[video=youtube;PDc_Gy_WfSA]http://www.youtube.com/watch?v=PDc_Gy_WfSA[/video]

Sources:

http://www.ftc.gov/opa/2002/12/quicken.shtm

FTC Agreement Containing Consent Order [PDF 15KB]
FTC Complaint [PDF 19KB]

http://www.consumeraffairs.com/finance/quicken_loans_mortgage.html

Quicken loans Lender Scam beware!!!

Quicken Loans Complaints - Got me to commit by giving the wrong figures

http://en.wikipedia.org/wiki/Quicken_Loans

http://detnews.com/article/20100724/BIZ/7240324/Quicken-s-OT-lawsuit-rages-on

What has been your experience with Quicken Loans?

We want to hear the good, bad and the ugly
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,835
466
1,000
48
Southern California
www.loansafe.org
Places you can report your experiences to:

FTC:
Your complaints can help us detect patterns of wrong-doing, and lead to investigations and prosecutions. The FTC enters all complaints it receives into Consumer Sentinel, a secure online database that is used by thousands of civil and criminal law enforcement authorities worldwide. The FTC does not resolve individual consumer complaints.

https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en

Better Buisness Bureau -
BBB issues Reliability Reports on all businesses, whether or not they are BBB accredited. If a business is a BBB Accredited Business, it is stated in this report.

http://www.bbb.org/eastern-michigan/business-reviews/consumer-finance-and-loan-companies/quicken-loans-inc-in-livonia-mi-8059/

Complain to Quicken Direct:
Kelly Quicken Loans [email protected]

If Your Application Is Rejected or If your mortgage is denied, the lender must give you specific reasons why or tell you of your right to ask for them. Under the law, you have the right to:

  • Know within 30 days of the date of your completed application whether your mortgage loan is approved. The lender must make a reasonable effort to obtain all necessary information, such as credit reports and property appraisals. If your application is rejected, the lender must tell you in writing.
  • Know specifically why your application was rejected. The lender must tell you the specific reason for the rejection or your right to learn the reason if you ask within 60 days. An acceptable response might be: "your income was too low" or "you haven’t been employed long enough." A response of "you didn’t meet our minimum standards" is not specific enough.
  • Learn the specific reason why you were offered less favorable terms than you applied for, but only if you reject these terms. For example, if the lender offered you a smaller mortgage or a higher interest rate, you have the right to know why if you did not accept the lender’s counter offer.
  • Find out what is in your credit report. The lender may have rejected your application because of negative information in your credit report. If so, the lender must tell you this and give you the name, address, and phone number of the credit bureau. You can get a free copy of that report from the credit bureau if you request it within 60 days. Otherwise, the credit bureau can charge up to $8.
  • If your report contains inaccurate information, the credit bureau is required to investigate items that you dispute. Those companies furnishing inaccurate information to the credit bureaus also must reinvestigate items that you dispute. If you still dispute the credit bureau’s account after a reinvestigation, you can include your summary of the problem in your credit report.
  • Get a copy of the property appraisal from the lender. Mortgage applications may be turned down because of poor appraisals. Review the appraisal. Check that it contains accurate information and determine whether the appraiser considered illegal factors, such as the racial composition of the neighborhood.
If You Suspect Discrimination


  • Take action if you think you’ve been discriminated against.
  • Complain to the lender. Sometimes you can persuade the lender to reconsider your application.
  • Check with your state Attorney General’s office to see if the creditor violated state laws. Many states have their own equal credit opportunity laws.
  • Contact a local private fair housing group and report violations to the appropriate government agency. If your mortgage application is denied, the lender must give you the name and address of the agency to contact.
  • Consider suing the lender in federal district court. If you win, you can recover your actual damages and be awarded punitive damages if the court finds that the lender’s conduct was willful. You also may recover reasonable lawyers’ fees and court costs. You also might consider joining with others to file a class action suit.
  • A number of federal agencies share enforcement responsibility for the ECOA and the FHA. Determining which agency to contact depends, in part, on the type of financial institution you dealt with.
For ECOA violations involving mortgage and consumer finance companies:

Federal Trade Commission
Consumer Response Center
Washington, DC 20580
202-326-2222; TDD: 1-866-653-4261

While the FTC generally does not intervene in individual disputes, the information you provide may indicate a pattern of violations requiring action by the Commission.
The Center also can provide you with a copy of Best Sellers, a complete list of FTC consumer and business publications. Or, visit us at ftc.gov on the World Wide Web.

For violations of the FHA:

Office of Fair Housing and Equal OpportunityUS Department of Housing and Urban
Development (HUD), Room 5204
Washington, DC 20410-2000
Toll-free hotline: 1-800-424-8590; TDD: 1-800-543-8294

You have one year to file a complaint with HUD, but you should file as soon as possible. Your complaint to HUD should include:

  • Your name and address;
  • The name and address of the person or company who is the subject of the complaint;
  • The address or other identification of the housing involved;
  • A short description of the facts that caused you to believe your rights were violated; and
  • The dates of the alleged violation.
HUD will notify you when it receives your complaint. Normally, HUD also will:

  • Notify the alleged violator of your complaint and permit the person to submit an answer;
  • Investigate your complaint and determine whether there is a reasonable cause to believe the Fair Housing Act has been violated; and
  • Notify you if it cannot complete an investigation within 100 days of receiving your complaint.

For discrimination complaints against all kinds of creditors:

  • Department of Justice Civil Rights Division Washington, DC 20530
The FTC works for the consumer to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint or to get free information on consumer issues, visit www.ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY:

1-866-653-4261. The FTC enters Internet, telemarketing, identity theft, and other fraud-related complaints into Consumer Sentinel, a secure online database available to hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
February 1998

This information is provided under a cooperative agreement between the Better Business Bureau and the U. S. Federal Trade Commission (FTC), which has prepared this information. The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid these practices. To learn more about the FTC and its services, visit Federal Trade Commission or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261.

BBB INFO:

This business has been a BBB Accredited Business since February 1986. This means it supports BBB's services to the public and meets our BBB accreditation standards.
BBB Standards for Trust, are eight principles that summarize important elements of creating and maintaining trust in business. This business has affirmed to meet and abide by BBB Standards for Trust.




The following location(s) are locally BBB Accredited:
16425 N. Pima Road #200 Scottsdale AZ - by BBB of Central, Northern & Western Arizona
20555 Victor Parkway Livonia MI - by BBB of Central, Northern & Western Arizona



Based on BBB files, this business has a BBB Rating of A+ on a scale from A+ to F.

Our file experience shows that this company has been responsive to any matters brought to its attention by the BBB. This report reflects national complaint activity.



Sources:

FTC - Mortgage Discrimination - BBB News Center

https://www.ftccomplaintassistant.gov/