I contacted Mortgage Experts after being pre-approved for a home loan with Rocket Mortgage and after getting under contract on our dream home we were told that they could not move forward due to something that didn't make sense. I decided to try several other lenders because I knew that we should still be able to be approved and the thing that was stopping Rocket Mortgage would not stop another lender.
Marcus was very understanding of the urgency to get approved and on to closing as soon as possible as our closing date was less than a month away at that time. I got everything to him right away and he was able to get us pre-approved with another lender. Throughout the process, however, the communication definitely left alot to be desired. In some ways the communication was great (website to check status, weekly email updates to all involved parties, direct phone number to Marcus), but in other ways it was not great as these things only work as well as they are setup or he's available so I would have difficulty getting in touch as the contracted closing date was approaching. The sellers gave us an extension and as that date approached I had difficulty reaching Marcus or was told that we'd get approval or an update over and over and over and over and we still never received it. It felt like we were being given the run-around or generic answers even though things were obviously delayed and not the way he was updating us that it would be. The lender that he chose for us just so happen to be taking longer than they had before, apparently, and his answers were not expressing this, maybe because he didn't realize it until we were delayed more than he expected.
All in all, eventually we received the approval and closed on our dream house. The anxiety was already at an all time high because of the unique situation we were in and fear that the sellers were about to move on if we were delayed any more. The lack of communication and and lack of being honest about what was really going on would normally make me never use a company again, but I could tell that Marcus and his partners meant well, and his personality was bright and optimistic despite, which is why I'm rating them 3 stars instead of 2. With a different communication approach they would have easily been a 4 or 5 star rating. But with this being the biggest purchase we've ever done and stress level on ridiculous I really did need that better communication.
I may try them again to refinance since they were aware of these issues and may have made improvements since then. If so I'll review again.
-Lovergirl654 read more