- Report: #1148547
Complaint Review: Quicken Loan - Detroit Michigan
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Quicken Loan
Detroit, Michigan, USA
Phone:
(800) 226-6308
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www.quickenloans.com
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Quicken Loan two times in row they have messed up my loan Detroit Michigan
Here is the detail about how quicken loan closed my loan and later try to give me 429$ for all over suffering due to delay in closing..
Apr 23
FYI..
Regards,
Samir
----- Forwarded Message -----
From: "Feamster, Dylan" <[email protected]>
To: Samir Khatri <[email protected]>; "Surma, Kelli" <[email protected]>; "Emerson, Bill" <[email protected]>
Cc: "Burrowes, Baylee" <[email protected]>; Chaitali Mehta <[email protected]>
Sent: Monday, November 4, 2013 2:54 PM
Subject: RE: Loan Number : 3314923015
From: "Feamster, Dylan" <[email protected]>
To: Samir Khatri <[email protected]>; "Surma, Kelli" <[email protected]>; "Emerson, Bill" <[email protected]>
Cc: "Burrowes, Baylee" <[email protected]>; Chaitali Mehta <[email protected]>
Sent: Monday, November 4, 2013 2:54 PM
Subject: RE: Loan Number : 3314923015
Good evening Mr. Khatri,
I’ve discussed your concerns with senior leadership here at Quicken Loans. We’ve collectively made the decision to compensate you in the amount of $429 in order to split the cost of daycare and the additional week that you had to lease your prior residence. Further compensation is not being considered.
After speaking with Kelli Surma, I understand where you are coming from regarding the interest that you are required to pay on the loan. However, this is not something that we would consider compensating you for. If you wish to discuss this any further, you may contact me upon your return.
Regards,
Dylan Feamster
Sr. Resolution Advocate
Quicken Loans Executive Office
Toll Free: 800 - 863 - 4332 x 31852
Direct: 313-373-1852
From: Samir Khatri [mailto:[email protected]]
Sent: Monday, November 04, 2013 2:24 PM
To: Feamster, Dylan; Surma, Kelli; Emerson, Bill
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Sent: Monday, November 04, 2013 2:24 PM
To: Feamster, Dylan; Surma, Kelli; Emerson, Bill
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Hello Dylan,
I think i have explained to Kelli, how this affected us and have to pay more interest due to delay in closing for one week. If it was closed on 30th August we would have payed 100$ for only two days interest before our regular mortgage payment starts. Due to delay we are paying 1250$ interest before our regular mortgage payment starts that is 1150$ extra we paid for delay that was caused by Quicken loans. If this still doesn't explain it to you please check with Kelli and she should be able to explain as she agreed and understood this calculation. I will definitely fight for my money which is earned way. I understand that you guys are charging interest for money you landed to me but it doesn't make sense that due to delay in closing on Quicken loan I pay extra interest on money. Had Quicken loan close this on time i would have paid 1150$ less in interest if you at-least understand that calculation..
Regards,
Samir
On Monday, November 4, 2013 11:58 PM, "Feamster, Dylan" <[email protected]> wrote:
Good afternoon Mr. Khatri,
As I’ve already stated, you were not charged any additional interest for closing a purchase transaction a week later than anticipated. You are only paying interest on the money you’ve borrowed for the length of time that you are borrowing it. You’re welcome to give me a call when you return to discuss this further.
Regards,
Dylan Feamster
Sr. Resolution Advocate
Quicken Loans Executive Office
Toll Free: 800 - 863 - 4332 x 31852
Direct: 313-373-1852
From: Samir Khatri [mailto:[email protected]]
Sent: Monday, November 04, 2013 1:14 PM
To: Feamster, Dylan; Surma, Kelli; Emerson, Bill
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Sent: Monday, November 04, 2013 1:14 PM
To: Feamster, Dylan; Surma, Kelli; Emerson, Bill
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Hello Dylan,
I refused your compensation offer because what you offered us doesn't make sense it is not even covering the extra interest that we had to pay to Quicken loans for loan. For delay on quicken loan side we are paying extra money that was wrong and doesn't make sense. We are in India right now. If you don't have any better way to compensate we will get back to you on our next steps after coming back from India in mid December.
Thanks for your help.
Regards,
Samir
On Saturday, November 2, 2013 1:29 AM, "Feamster, Dylan" <[email protected]> wrote:
Good evening Mr. Khatri:
Thank you for taking the time to speak with me this afternoon. We’ve reviewed your request for compensation for the delay in the closing of your loan. During our conversation earlier today, I advised you that we would be willing to cover half of the expenses for child care and half of the additional rent you were required to pay to extend your lease. This would be a total amount of $429. After offering you this compensation, you refused our offer and requested that I respond to you via email to recap the details of what was discussed. Please give me a call directly if you have any additional questions or concerns regarding our position on this matter.
Regards,
Dylan Feamster
Sr. Resolution Advocate
Quicken Loans Executive Office
Toll Free: 800 - 863 - 4332 x 31852
Direct: 313-373-1852
From: Samir Khatri [mailto:[email protected]]
Sent: Friday, November 01, 2013 1:18 PM
To: Surma, Kelli; Emerson, Bill; Feamster, Dylan
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Sent: Friday, November 01, 2013 1:18 PM
To: Surma, Kelli; Emerson, Bill; Feamster, Dylan
Cc: Burrowes, Baylee; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Hello Dylan,
Can you please provide me the decision on how quicken loan going to compensate us in email. Thanks for your help.
Regards,
Samir
On Wednesday, October 30, 2013 10:17 AM, "Surma, Kelli" <[email protected]> wrote:
Hi Samir,
You will be receiving a phone call from Dylan Feamster, from our client relations team, to discuss your matter further.
Thank you,
Kelli Surma
Director of Mortgage Banking
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
(313) 373-1170 Direct
(800) 226-6308 x 31170
(313) 580-7868 Cell
(877) 380-0937 Fax
NMLS# 27505
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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From: Samir Khatri [mailto:[email protected]]
Sent: Wednesday, October 30, 2013 12:24 PM
To: Emerson, Bill; [email protected]
Cc: Burrowes, Baylee; Surma, Kelli; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Sent: Wednesday, October 30, 2013 12:24 PM
To: Emerson, Bill; [email protected]
Cc: Burrowes, Baylee; Surma, Kelli; Chaitali Mehta
Subject: Re: Loan Number : 3314923015
Hello Bill/Kalli/Baylee,
Any update on this request? We would appreciate your response on this and would like to know if you are planning to take care of this.
Thanks for your help in this regard.
Regards,
Samir
On Monday, October 7, 2013 6:12 AM, Samir Khatri <[email protected]> wrote:
From
Samir Khatri/Chaitali Mehta
Address: 19910 Esmeralda Court, Yorba Linda, CA 92886
Address: 19910 Esmeralda Court, Yorba Linda, CA 92886
To whomever it may concern:
This is to inform you that we are very disappointed with Quicken Loans service. We bought a new home and chose Quicken Loans as our lender. We locked the interest rate of 3.75% on July 18th, 2013 with Baylee Burrowes. An application was signed and submitted on July 23rd, 2013. We were informed by the builder the closing date of August 30th and this was communicated to Quicken Loans (Alejandro Torres and Baylee Burrowes). We also told them that we would like to close on August 30th. Since then, all the documents that were requested by Alejandro Torres were provided in a timely manner.
Prior to fifteen days from closing (i.e. August 30th), I kept asking Alenjandro Torres if the loan will be closed on August 30th for us to be able to move on September 1st. I was assured by Alenjandro that all the work will be completed and closing will occur on August 30th. Since he assured me, I made all the arrangements to prepare for the move on September 1st. I asked my brother and his wife to fly to LA from Fremont to help us with the move. They had to take time off from their job to fly to LA.
On August 27th evening around 4:30pm, Alenjandro called me and left me a message that he is trying to get hold of AAA agent for the insurance policy to close the loan.
On August 27th night, I sent an email to Hugo (AAA agent) and copied Alenjandro asking him to have a conference call with myself and Alenjandro next day in the morning.
On August 28th morning, I spoke with Alenjandro and told him that the initial policy was sent to him on July 25th, which initially he was not able to locate it, but afterwards, he found it in his email. He then uploaded the document for review and mentioned that he does not need to talk to AAA agent any more. So, he had this document for 33 days and could have been reviewed earlier.
Then on August 29th afternoon, Alenjandro called me and told me that the master insurance policy that homeowners association has, does not cover the structure, so we have to get another policy and he has been trying to reach AAA regarding that and make changes to the policy. Finally, I had to conference Alenjandro and AAA and the new policy was obtained on August 29th. Because of this, I asked Alenjandro if the loan will be closed on August 30th and also mentioned to him that if he is not sure, then I can ask my brother to cancel his flight. However, he kept assuring me that we will close on August 30th.
Until August 30th noon, he kept saying that the loan will be closed the same day (i.e. August 30th). Then, on August 30th in the afternoon around 1pm, I received another call saying that closing will not occur today(i.e. August 30th) due to tax calculation issue. Tax calculation issue was never even brought up prior and we kept wondering where did this tax calculation issue arised and why were we not informed earlier. Our delayed closing caused a lot of headache for us.
The consequences of Quicken Loans not able to close on August 30th are described below:
1) My brother, his wife, myself, and my wife had to take time off on Friday, August 30th to prepare for the move and the move did not occur, due to negligence of Quicken Loans.
2) We had scheduled day care for our son, which was suppose to start on September 3rd. Now that had been delayed by a week. This also means that me and my wife had to take more time off from work to take care of him. By taking more time off from work put us behind from meeting the goals/target at work, which will have an impact on our bonuses. Our bonus are directly related to meeting timelines and targets at work. This needs to be compensated appropriately.
3) The deliveries for appliances was scheduled for September 1st and I had to reschedule all the deliveries.
4) We had scheduled for the movers to come in and do the move on September 1st. This had to be rescheduled for the following Saturday.
5) We had to reschedule the cable TV service/internet service. Also, had to extend the services at the existing place.
6) We had to reschedule the appointment for windows shutter service estimate.
7) We had to extend our current apartment lease for another week.
2) We had scheduled day care for our son, which was suppose to start on September 3rd. Now that had been delayed by a week. This also means that me and my wife had to take more time off from work to take care of him. By taking more time off from work put us behind from meeting the goals/target at work, which will have an impact on our bonuses. Our bonus are directly related to meeting timelines and targets at work. This needs to be compensated appropriately.
3) The deliveries for appliances was scheduled for September 1st and I had to reschedule all the deliveries.
4) We had scheduled for the movers to come in and do the move on September 1st. This had to be rescheduled for the following Saturday.
5) We had to reschedule the cable TV service/internet service. Also, had to extend the services at the existing place.
6) We had to reschedule the appointment for windows shutter service estimate.
7) We had to extend our current apartment lease for another week.
All the above caused a lot of stress and frustration.
I am expecting Quicken Loans to compensate for all the direct and indirect expenses that we incurred. List of direct expenses are listed below:
1) $250 for the ticket for my brother and his wife who flew from Oakland, CA to Burbank, CA
2) $1500 - amount for the time off for two days (August 30th and September 3rd) each for my brother and his wife.
3) $1800 - amount for the time off for two days each for myself and my wife. This wouldn't have needed if we were able to close on August 30th.
3) $1800 - amount for the time off for two days each for myself and my wife. This wouldn't have needed if we were able to close on August 30th.
4) $308 - my son's day care was suppose to start on September 3rd. Due to this, it got delayed by one week and it needs to be compensated.
5) $550 - we had to extend our lease at the existing apartment for a week
6) $3000 - AT&T internet connection had to be rescheduled and they could not install until September 11th. I work from home and due to the reschedule, I had to find a place where I could connect and work. Not only this caused inconvenience, but it will have an impact on my work. I had to take six PTO from work due to this.
7) We had to manage the move without any help and with a small baby. This was not easy and could have been avoided had we close on August 30th.
7) We had to manage the move without any help and with a small baby. This was not easy and could have been avoided had we close on August 30th.
8) $1150 - extra interest that we are asked to pay for the month of September in closing fees, because it was not closed on August 30th due to the delay on Quicken Loans end. Why do we need to pay for something that was a negligence from Quicken Loans side? This just does not seem fair.
I was told on August 28th that this loan is on rush and needs to be closed on August 30th.
On September 3rd, I was updated that the issue is with tax calculation and my tax will be around $16,000 per year and that will put me out of my debt to income ratio and I will not be qualified for loan. I was provided with APN number, which is used for tax calculation. Robert Anatya was a closing specialist and was working on resolving the tax calculation issue.
On September 4th, I called Orange county recording dept.and found the detail that the APN number was for big lot where the condos were built. So tax calculation was off. I provided contact info of Kelly Hernandez / Jennifer OC recorder (phone number -7148342758) to Robert Anatya. All this should have been done by Robert Anatya but I had to do it. I felt like I was working for Quicken Loan and doing the job of Robert Anatya. Quicken Loans kept adding to our stress and frustration.
Quicken loan told me they are trying to reach Beverly at Highland Escrow to have the closing package ready on September 5th at 9 AM and they were not able to reach her. I called Quicken Loans again and got Beverly's number from Quicken Loans on September 5th at 11:45 am. I called her immediately and was able to get her on phone and conferenced in Quicken Loans purchase hotline. Beverly told me that she was in office since 9 AM and was not contacted by Quicken Loans either by email or phone. Quicken Loans kept telling me this is a rush. However, it was very hard for me to believe them with the way they were operating.
Finally, on September 6th, we were told to give a check to Highland Escrow for the closing to occur. As a first time home buyer, we were not informed that both of us need to be present at the Highland Escrow. The cut off time was noon and my wife had to rush (with a small baby) to make it on time at Highland Escrow. Till the last minute, we were not sure if the closing would still occur on September 6th. We completely lost faith and confidence in Quicken Loans. Overall, this was a very terrible, stressful and frustrating experience and it needs to be appropriately compensated.
Thanks for looking into in this matter. Also would like to mention that we did not had any issue working with Baylee.
Regards,
Samir Khatri/Chaitali Mehta
this is not done yet.. I tried to look for refinance recently and QL called me knowing that i was trying for refinance.. They offered me to lower rate by .25% to make it up for the issue
we had in first time home buying experience at no cost to me and no extra down payment. Today i got call that my appraised home value is gone down.. :( Which is not true. The
home price is up by atleast 100K. I see sorrounding property is selling for 100K more.. I have so many upgrades, backyard, shutter, water system to name few.. so QL asked me to
bring down payment of 13K so they can close This was socking and frustrating.. I will move my loan with someone else @ earliest possible oppurtunity..
How easily QL does change their statement and promise.. This is really bad way to do business.. I am not sure why nobody is taking any action against them. I am not sure how
long they can survice like that.. Hope they shutdown soon. or make change to the way they operate. Every one wants to make money but with some ethics and moral.. not like this..
I wish i had worked with other lender to start with.. hope fully this helps people who is deciding to refinance or new purchase loan..
