What's The Diff?

The things Quicken Loans team members care about and want to share with the world

Quicken Loans complaints and rip off scam accusations explained in context

Tuesday, June 30, 2009

Lately we've had a lot of questions about the number of online complaints about working with Quicken Loans. The problem is, the complaints are completely out of context.

The Internet gives the opportunity for everyone to voice their opinion about products and services, and Quicken Loans is no exception. Overwhelmingly, our clients have wonderful things to say about their experience with Quicken loans, and have gone online to recommend us. But, it’s true, some people are not always as satisfied. While no one likes to hear complaints, I feel it’s important to set the record straight and tell all sides of the story.

Mortgages are complicated, and sometimes – though infrequently – something goes wrong:
Appraisals come back lower than expected, mortgage rates change before they’re locked, income can’t be verified, or a larger down payment may be required.

These are the some of the typical snags we
encounter that lead to client dissatisfaction and complaints. That’s why we
have a dedicated client relations team to make sure all of our clients get the
service they expect and deserve. And we also actively participate in Twitter and other social media sites.

Have a problem with your mortgage that needs to be addressed? Kelly@Quickenloans is there to help.

Back to the complaints, here is what we struggle with: There is no way to know the complaints represent about 1/10th of one percent of our closed loans over the past 25 years (we've closed around 800,000 loans).

There is no way to know that we work with about 10,000 clients every day. There is no way to know we close several hundred loans, every day. There is no way to know we just had our biggest month in closing totals in our history.

There is no way for anyone reading online complaints about Quicken Loans to know that.

So, to put it all into context, to make sure people can get the full picture, we created this video to talk about Quicken Loans complaints. The bottom line – we aren't some rip off scam fly-by-night company that is out to commit fraud. We are the nation's largest retail online lender and the fifth largest mortgage lender overall in the U.S.

Here's Quicken Loans VP of Mortgage Banking Tony Nuckolls setting the record straight:

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Domino’s and “The Hut” embrace Social Media – The first battle in the On-line Pizza War?

Thursday, June 25, 2009

Domino's and Pizza Hut embrace Social Media

A couple of months ago people were eyeballing Domino’s Pizza with skepticism following a nasty scandal involving some really goss employees via an instantly viral Youtube video.


Following the first days of the scandal’s erruption, Domino’s debuted on Twitter to join in the million or so conversations about the topic, amid some snickers of “better late than never.”


Today Dominos has redeemed itself in the social media space by unveiling their new buzz-worthy pizza tracking system via web cast amid flurries of diverse blog and microblog coverage. The ripples could be heard from Gizmodo to C-Net. They even tweeted a ten dollar coupon deal to their loyal twitter followers (for the first 499 respondents).


While the news didn’t hit the trending topics like the more scandalous news of weeks before (bad news always travels fastest), it was still a great effort to showcase more positive developments about the company.


And let’s not forget the tracker itself! Integration with Tivo and the creation of a new facebook app are just some of the ways Domino’s is expressing it’s devotion to cutting edge service!


Well done, Domino’s! Surely your clever online marketing and innovation application of technology to pizza will win you some new fans.


But watch your back!


Not to be outdone, Pizza Hut announced free pizza rolls to its Facebook fans and Twitter followers to commemorate reaching one million Facebook fans, as well as the hiring of its first “Twintern” to maintain the @pizzahut Twitter account (much more appropriately named than the @DPZinfo account that curiously represents Domino’s Twitter presense.)


Yes, it’s a pizza war, but it’s a fight that benefits pizza consumers across the nation! Enjoy!

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Quicken Loans Helps out at Career Day and Gets Something in Return

Tuesday, June 23, 2009

Quicken Loans does Career Day at Blair Moody Elementary in Taylor, MI Career day at Blair Moody Elementary School was truly a day to remember. Myself, Rebecca, Kelly and her brother Matt took a few hours to visit with the students there and talk to them about their future careers. All of the students were very well behaved and had plenty of good questions up their sleeves.

Although we had a great time I have to admit we weren’t, by far, the coolest act in the house. The firefighters came complete with their bright red fire engine and the police officers came with their official police dogs in tow.

Quicken Loans does Career Day at Blair Moody Elementary in Taylor, MI Despite our lack of props and puppies, the students still seemed to like us and participated during our sessions. We gave them lots of information about what we do and just to be sure they were really paying attention, we quizzed them at the end. Let’s just say there were plenty of arms anxiously waving in the air to answer the questions and lots of candy passed around the room as rewards for correct responses.
At the end of career day, I think I speak for all of us when I say we had a great time and would absolutely participate again.

Then, a few weeks later I got a pleasant little surprise in my mailbox.
Thank you cards!

Thank You CardsThe students made thank you cards for all of the career day participants. There’s something about unexpected gifts of construction paper and crayon that just brighten up a person’s day. If I wasn’t so sure about participating again, this certainly sealed my commitment.

Thanks again Blair Moody for inviting us and being such wonderful hosts!

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Quicken Loans DIFF blog wishes you a Happy Father’s Day!

Sunday, June 21, 2009

Quicken Loans DIFF blog wishes you a Happy Father's Day!

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Mike Dunklee shows he’s got the moves

Thursday, June 18, 2009

Awwww. Look at former Quicken Loans PR extraordinaire Mr. Mike "D" Dunklee (also a regular guest contributor to this blog) doing a daddy-daughter dance at a local event in his community.

The cuteness factor overrules the "they really don't have any rhythm" thing obviously going on here. And to Dunklee's defense, he's the best daddy dancer in the vid. By far.

The DIFF team thinks Dunklee is a great man and a great dad for doing this. Cheers and a big shout out for Mike D!

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popchips Goes the Extra Mile on Taste and Service

Tuesday, June 16, 2009

Read about popchips on the Quicken Loans Diff Blog

I love a good chip. But unfortunately good chips don’t really love me. The best ones always seem to be the ones with the worst nutrition facts.

I was resigned to simply limit my intake until I saw a post about popchips on Consumerist.
Apparently, not only are there chips really good but they’ve got lots of other stuff going for them too. They’ve got about the same amount of fat as baked chips but all the taste of fried chips. And on the business end, they’ve got superstar customer service and talented copywriters for their website, popchips.com. They even ventured to call themselves, “all that and a bag of chips” :-)

I haven’t tasted popchips yet, but believe me when I tell you I’ll be picking some up as soon as I can find them.

Have you tasted them yet? Any flavor recommendations?

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A Great Teacher, and a Greater Man, Retires

Thursday, June 11, 2009

Bill Johnson - a great leader and teacherBy Mike Dunklee

"It is the supreme art of the teacher to awaken joy in creative expression and knowledge." — Albert Einstein

For 15 years one of the greatest men I personally know has taught AP English right here in Metro Detroit, encouraging exploration of the greatest literary works, and inviting open and vigorous debate about the themes and messages within them.

As the Class of 2009 prepares to graduate from Athens High School in Troy, Mich., Bill Johnson is also preparing to retire for teaching there, something he has done since 1981 with an infectious passion that has made him a living legend among those who have occupied a desk in his classroom.

"A teacher who is attempting to teach without inspiring the pupil with a desire to learn is hammering on cold iron." — Horace Mann

Continue reading “A Great Teacher, and a Greater Man, Retires” »

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Quicken Loans Social Media Training Day

Friday, June 05, 2009

Introducing...Matt in a suit!

As an on-line company, Quicken Loans likes to be everywhere our clients are, that's why we have a presence on Facebook, Twitter, Flickr and in blogs. We want to be available to answer questions and get feedback for how we can be the best we can be as a company.

It's great when we're recognized for all the work we do to serve our clients online, like this week when our Chief Twitterer Kelly LaVaute was recognized by Media Bistro, InternetNews.com and Marketing Pilgrim for the amazing level of customer service that happens in the Twitter space in our name.

And while it's important we work diligently every day to show the world what a great company we are, it's also important that team members of the company recognize the power of the Internet and the importance of their own personal "brands" on-line.

New Bankers Learn the Importance of Social Media

Matt Presents

To that end, today our very own Matt Cardwell leads a presentation to our newest orientation class about the rising importance of Social Media and just how powerful the Internet can be to our business.

Hope it's going well, Matt! And thanks for the pictures, Steve!

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You have grabbed your last grain of rice Grasshopper

Friday, June 05, 2009

David Grasshopper has passed on to the great Shaolin Temple in the sky. What a shame. Grasshopper was cool.

David Carradine, known for his role as Kwai Chang Caine – or Grasshopper (his name given to him by the blind-but-very-able-to-kick-your-butt Master Po), died yesterday. There are numerous questions about his death, first reported as a suicide, but as cnn.com now reports, there may be foul play involved.

Of course, he gets a mention here. After all, he inspired a generation of clumsy guys like to me with his very inauthentic and over rehearsed martial arts moves in the 1970s series Kung Fu – one of my favorite all time television series. What surprises me is that Kung Fu only lasted three seasons. I thought it was more like 10. Here's some info about the series from Wikipedia:

Kung Fu (1972-1975) is an American television series which starred David Carradine. It was created by Ed Spielman, directed and produced by Jerry Thorpe, and developed by Herman Miller(who was also a writer for, and co-producer of, the series). David Chow (actor) (and later Kam Yuen) was the technical and kung fu advisor. A full length feature TV movie preceded the series.

Continue reading “You have grabbed your last grain of rice Grasshopper” »

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I Will Stay in Detroit if… by the Great Lakes Urban Exchange

Wednesday, June 03, 2009

The Great Lakes Urban Exchange (GLUE) recently did a campaign around the streets of Detroit. They walked around with dry-erase boards encouraging passersby to express their ideas about the future of the city. Everyone was asked to use the board to write what could keep them in Detroit by completing the sentence: “I will stay if…”

Responses ranged from reliable regional transportation to improved education within the city. Everyone had great ideas and I’d guess people are very passionate about what they wrote. It just goes to show you that regular old citizens have plenty of ideas about how to make the city better and that they have faith that it can happen. 

Check out all of the project images,  I Will Stay If…

Inspired by the GLUE project, we decided to recreate it with a few members of The Diff team. While we don’t all currently live in Detroit, we all have strong ties to the city, so we wrote our statements accordingly.

What would make you stay in/ go back to Detroit?

I Will Stay If 004

Kelly: …Mass Transit

Continue reading “I Will Stay in Detroit if… by the Great Lakes Urban Exchange” »

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Thursday, May 17, 2012