great customer service
great customer service. very attentive.
About Rocket Mortgage
Data updated- Website
- rocketmortgage.com
- Category
- Money & Insurance
- Location
- United States · Detroit
- Status
- Unclaimed
- Last 12 months
- 201 reviews
- Replies to negative
- 97% (28/29)
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Is Rocket Mortgage legit?
Rocket Mortgage (rocketmortgage.com) has a 4.3 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Money & Insurance and its reputation is good. 81% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 97% of negative reviews. Last updated 2026-08-10.
What people say
at first thngs progressed well, but then took forever
at first thngs progressed well, then through the underwriting im not sure what broke down. they were waiting for employment verification. when i would check, it was on your side of tasks to do. after appraisal, i got payoffs for you, but 3 weeks later payoff expired, then they pushed employment verification to my side i had it done within a day. then had to wait and get payoff, which i scheduled closing which got postponed, because of payoff. when i found out that, i again repeated myself for you again to finish the job, two months for simple loan is ridiculous. i will not use rocket again
Reply from Rocket Mortgage2026-07-28
We sincerely apologize for the frustrating and drawn-out experience you encountered with your loan process. We understand your disappointment regarding the delays with employment verification and the expired payoff, which ultimately led to your closing being postponed. We regret that what should have been a straightforward process took two months and caused you such inconvenience. Your feedback is invaluable, and we will review our procedures to prevent similar issues. Regards, John Fuss Executive Social Media Advocate T (313) 545-2880 F (855) 454-1165 [email protected]
Very efficient
Very efficient, professional and timely. I would highly recomend!
Nathan Greener was awesome to work…
Nathan Greener was awesome to work with. Victoria Kost made things happen quickly as well. But after the process moved to the closing team it dragged. I had to call and get info about what I needed to do instead of them informing me through the portal. It was like pulling teeth.
Reply from Rocket Mortgage2026-07-28
Hello Spencer, Thank you very much for taking the time to speak with me today. My direct contact information is provided below for your convenience. Please feel free to reach out to me if you have any additional questions or concerns. Have a great day and please stay safe! Respectfully, Anne Wright Triple Crown Social Media Advocate Rocket Mortgage T (313) 782-8714 [email protected]
I was taken care of
I was taken care of. Things I didn’t understand were explained easy process
Inconvenient at best
Making me mail checks to payoff cards is inconvenient - especially when one of those cards does not normally accept checks. Closing was supposed to be electronic, but you couldn't manage that after multiple attempts.
Reply from Rocket Mortgage2026-07-28
Hello Peter, Thank you very much for taking the time to speak with me today. My direct contact information is provided below for your convenience. Please feel free to reach out to me if you have any additional questions or concerns. Have a great day and please stay safe! Anne Wright Triple Crown Social Media Advocate Rocket Mortgage T (313) 782-8714 [email protected]
Trust Rocket Mortgage
Working with Zach Lytle made for a very smooth, efficient and quick settlement. We have been customers of Rocket Mortgage for several years because they are the best!
Disappointing Experience
Disappointing Experience – Slow Process and Unexpected Fees Rocket Mortgage took a lot longer to close than expected and charged higher fees compared to Discover Home Loans. To make matters worse, the debt payoff process has been a headache. They sent me checks to mail out myself for debt payoffs, but I still haven’t received my own check after closing. On top of that, none of the other debt payoff accounts show any cleared balances yet. The lack of clarity and delays have made this a frustrating experience.
Reply from Rocket Mortgage2026-07-28
Hello Michael, Thank you for sharing your feedback. My name is Brenda and I work on a specialized team that reviews feedback received. I tried reaching you moments ago but got your voicemail. We understand your frustration regarding the loan process. If you'd like to discuss your feedback further, please don't hesitate to reach out at your convenience. Respectfully, Brenda Burns Client Relations Rocket Mortgage Direct (313)373-3099 [email protected]
Rocket Mortgage agents will lie to you…
Rocket Mortgage agents will lie to you to get your to sign a loan. I was explained how the disbursement of any check for a debt would be made out to me. It was not it was made to IRS and they refused to reissue a check to me even though i had it in writing.
Reply from Rocket Mortgage2026-07-28
Hello Lawrence, We can see that this was a frustrating experience for you. We do show that you already spoke with Liz SilveiradeSouza from our Senior Research Team. If you have any additional questions or concerns, she would be your best point of contact moving forward. We thank you for your time. – Rocket Mortgage, Client Relations
Everything went great
Everything went great, they really make you feel special. They go out of their way to make it as easy and pleasant. Thank you
Love Chel
Love Chel - she did such a great job!
Very simple and easy from the start
Very simple and easy from the start. Moe was very easy to deal with and caring as the broker. Also patient as i had a lotmof questions. Signing process was simple. Everything happened as i was told it would
Owsem experience nice service
Owsem experience Nice service
Refinance
The refi process was smooth and Rodney Brown was extremely helpful and easy to work with!
Knowledgeable and experience in real…
Knowledgeable and experience in real estate management. Keep up the great job.
Rocket Mortgage must pay for reviews with Forbes and others
I recently had a mortgage through Mr. Cooper (brought over by Rocket). One month after that mortgage was paid off in full, I tried to get preapproved for a new one, and the experience was frustrating from start and it wasn't completed. I worked with George Petersmarck online, who told me my credit bureaus didn't need to be unlocked since Rocket only runs a soft credit check. Less than 24 hours later, I got an email from George Petersmarck to get preapproved. When I called into Rocket, a different rep told me it takes 24+ hours to process a preapproval since I was already assigned to George. I then emailed George, who said he'd tried calling because my credit was still locked — the opposite of what he'd told me earlier. To make things worse, when we were chatting online, he had sent me a link to submit my financial information then he left the chat before I finished filling it out. George never stayed to help or confirm everything was received and ready for preapproval. Today I called again and got a rep who wasn't listening — he asked me questions I had already answered earlier in our conversation. He then transferred me to another line that no one picked up, and the call dropped entirely. Between the conflicting information, the lack of follow-through, and being passed around with no resolution, I won't be using Rocket again. It feels like a numbers game with little to no real customer service. I would not recommend this company to anyone trying to buy property. Update: I have forwarded their social media manager all the emails I have. I do not want to hear anything from this company and there is no excuses for bad customer service in my opinion. Thanks for your email! I'm out of the office from Tuesday, July 28, 2026, at 9:00 p.m. Eastern Time to Thursday, July 30, 2026, at 8:30 a.m. Eastern Time. In my absence, your email has been forwarded to Brenda Burns at _____. If this matter requires immediate attention, please call Brenda at (313) 373-3099. Otherwise, I'll respond to your email no later than the end of business on the day I return. Thank you for choosing Rocket Mortgage, and have a great day! Sincerely, Angela Ramo
Reply from Rocket Mortgage2026-07-29
Hello Andrea, Thank you for your review. My name is Angela Ramos, and I work with the Rocket Mortgage Social Media Team, where I focus on identifying opportunities for process improvement based on customer feedback. Your experience is important to us, and I take your concerns very seriously. Unfortunately, I was unable to locate your loan with the information available. However, I would appreciate the opportunity to learn more about your experience. If you're willing, please feel free to contact me with any additional information so I can look into this further. Thank you again for taking the time to share your feedback. Angela Ramos Rocket Mortgage / Client Relations Phone (313) 373-3283 [email protected]
Application to success
I have no complaints on their customer service, the representatives have always been professional and helpful. Very easy to make payments. My issue is with a program that they call "application to success ". There is nothing and I mean nothing that is successful about this program. My situation, I was laid off for a month. It would of been so helpful and more successful for myself if they just put 1 payment to the end of the loan. Instead my only option given was taking 2 payments and dividing them up over a 5 month span and adding that amount to my next 5 months of payments. Credit score dropped very quickly. Left me struggling and relaying on credit cards to just buy food and gas so I could continue to work. Fast forward to the end of the 5 months, I have them all caught up on my payments, but am left in financial and credit ruin. Went from a credit score of 700+ to now in the 500s. There is nothing successful at all about this program. And they don't offer anything that will be beneficial to you or your financial situation.
Reply from Rocket Mortgage2026-07-29
Hello Tina, Thank you for your review. My name is Angela Ramos, and I work with the Rocket Mortgage Social Media Team, where I focus on identifying opportunities for process improvement based on customer feedback. Your experience is important to us, and I take your concerns very seriously. Unfortunately, I was unable to locate your loan with the information available. However, I would appreciate the opportunity to learn more about your experience. If you're willing, please feel free to contact me with any additional information so I can look into this further. Thank you again for taking the time to share your feedback. Angela Ramos Rocket Mortgage / Client Relations Phone (313) 373-3283 [email protected]
Rocket Mortgage Home Equity Loan
Previously, I had a HELOC with a local savings and loan. Recent large dental bills forced a need for additional funds. I went into that S&L to discuss a new home equity loan. There was no loan officer at that branch that day, he was moving between branches and called me back on his time not mine. That is unacceptable, I am hiring them and they will be profiting from me, so they should be available to work on my time not theirs. I contacted Rocket who held my mortgage and almost instantly I was contacted in person via phone by a Ms. Jaimee. She was amazing and knowledgeable and together we worked through the loan on an acceptable time frame. In this day and age and to not have to deal with some stupid AI entity was outstanding service!
The representatives were a joy…but…
The Rocket Mortgage representatives were excellent from beginning to end, including the notary public who helped us with closing paperwork. The only issue that kept this from being a five star rating was the pre-closing documents system/website. The system froze up a few times, so we were concerned that our documents weren’t being processed correctly. Fortunately, we were concerned for nothing. Please work on that process because your customer service was top notch otherwise.
Reply from Rocket Mortgage2026-07-28
Hello Frank, We appreciate you bringing your concerns about the pre-closing document system to our attention. We understand how important it is for the process to be smooth and reliable, especially when completing important loan documents. Your feedback is valuable and will be shared with the appropriate teams as we continue working to improve the experience. Angela Ramos Rocket Mortgage / Client Relations Phone (313) 373-3283 [email protected]
After loan closed
After loan closed, extremely difficult time getting in touch w closing team about a wire transfer issue. General support number, chat, phone tree, made matters worse. It’s been a full day without response from the person who can tell me about the wire without response. The person initially helping a day earlier apparently gave wrong info.
Reply from Rocket Mortgage2026-07-28
Thank you for sending this over and bringing this to our attention. I will dig into your concerns and follow up internally with any opportunities found. Regards, John Fuss Executive Social Media Advocate T (313) 545-2880 F (855) 454-1165 [email protected]