Complaint Review: Quicken Loans

I applied for a mortgage refinance loan with Quicken Loans.  During the one of the initial telephone conversations, the Quicken Loan Rep said they would need a $400 "good faith" deposit that would be refunded when the loan closed.  I kick myself now for not having asked what would happen if the loan didn't close, but the whole tone of the rep's comment was that it was just a formality to show that I was serious.

It wasn't until their appraiser decided our townhome wasn't worth what we owed (another laughable process), thereby making the loan impossible, that we found out that our $400 "good faith " deposit was now going to be used to pay the appraiser.

When I objected, Quicken Client Care reminded me that the rep told the deposit could be used to pay for the appraisal and that they could prove it because they recorded the conversation.  I said I would apologize if I was wrong, but that I was sure the rep had said no such thing. 

Of course when the recorded conversation proved them wrong, then they decided to point me to a document I had signed that did say they could use the deposit against the appraisal if the loan didn't go through.  I said that I hadn't read that part carefully because their rep had already told me it was just a "good faith" deposit so I belived there wouldn't be anything in the documents that would substantially change what I was told by their rep.

Shame on me, I guess.