What's The Diff?

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: