Teri
Germanton,#2Author of original report
Tue, April 16, 2013
I contacted Quicken Loans on 3/5 to let them know what happened and they launched an investigation on what happened. They referred me to a Client Research Team Member to research what happened. Becky Pond reviewed what happned and agreed that our file was handled inappropriately. She stated on 3/11 that as a goodwill gesture that they would refund back half of our appraisal fee even though they were not the ones at fault. She was to contact Proficio to see if they would refund the remainder of the fee since this was their error. On 3/20 she had still not received an answer back from them so she sent a follow up email. On March 22nd She stated at that time they had spoken with Nick Sandoval at Proficio and he was told that they had given me incorrect information but someone had called me right back and corrected the error. I told her that I had not received any phone calls at any time from anyone in their office and always dealt with them via email. I had called and left messages but never received a call back. We called Mr Sandoval and let him know this information. He stated that he would take the matter back to his superiors to readdress the way our file was handled. On 3/26 I emailed him to follow up on what the management team decided to do. On 3/26 I received a call back from Jodi Cresong stating that they had reviewed our file and determined that we were given incorrect information by parties in their office and those employees were no longer there. She stated that they would refund the other half of the appraisal fee and it would take a week. I let her know that I would post a resolution to our issue on Rip off report when the check was received. We received the check in the mail yesterday. I am glad that we finally resolved the issue. Our credit has been damaged but thanks to our local credit union and a new appraisal for $235K our loan has been approved for a HARP refinance even with our spotty credit.