I have used this company about 4 years ago and was really happy, but this time was a disaster. Sent in a request and got a call pretty quickly.  The person pulled the credit and said he would call me back with options that day or the next.  Five days later after not hearing back, I e-mailed/called to follow up--got nothing.  The next day got a call from a different guy.  When I called him back,  he finally called me back two days later.  Finally, 8 days after the first contact, I got supposedly "escalated" to a pro.  Everyone is really sorry, "this never happens", etc.  Talked to the escalated "pro" once earlier in the day.  I went over info with him once and called back--same day--to find out he is no longer with the company.  I give up.  I understand these places are busy, but this is a joke.  I cannot imagine what would have happened had I proceeded with a full application and process.  If they can't even get a banker assigned and a call returned, how can I trust them with my personal, sensitive information in a complex process to get a loan.  I guess I should be thankful that I found out about the terrible disorganization and customer service now instead of a month from now when I think I'm getting a refinance done, and the guy is "no longer there" or the file has been lost in the perpetual reassignment process.  Very disappointing and frustrating experience.  There are a lot of places to get a refinance done.  Might want to skip Quicken Loans in the search.

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