My complaint:
Hello,
I’ve been searching for a house because my mom had a stroke and my dad is elderly as well and I need to help them as they are in Puerto Rico. My parents have had multiple issue during this year and I had to stop searching for a house and return to Puerto Rico to help them. During that time my dad had kidney failure and now is a dialysis patient. In August I decided to start looking for houses again and went with a new lender because of GA Dream Program not being offered by Rocket Mortgage, I started my process of getting quotes with them etc nothing final due to having to be able to get the proper house and the constant change in interest rate. Last week I got an advertisement from Delta as I’m employee by them with an offer from Rocket. I reach out to Mr. Srour again because I already had his phone number, he provided me with number everything went well, I put my $500 trust payment. As I start talking to coworkers, friends in the lending industry in other states, my parents etc, unfortunately Rocket Mortgage does not have the best reputation when it comes to closing and processes and fees. I had to fly home for an emergency and kept researching thru out this past weekend and again the feedback was not positive, even with the greatest number provided, I did not get a good feedback again from multiple people.
I sent an email letting Rocket Mortgage Mr. Srour know about deciding not to continue with them and he wanted to chat with me about it. I spoke with him, he provided new numbers but still I had to have a conversation as a family with my family. At many times Mr. Srour pressure for commitment was not very nice, I brushed it off as I understood that may be its part of selling industry, but still I never received that from my previous lender who was able to provide me with GA Dream assistant and at no point gave me pressure even when telling them hey I got numbers from Rocket, they were very calm and let me choose who I decided to work cause at the end I’m the one making the 30 year commitmentpayment month to month.
After discussing with my family we decided to stay with my other lender and when I called Mr. Srour and he kept questioning why my decision, again I understand it might be part of selling industry to retain possible customers but his approach was very disrespectful to a point he pointed out the fact that I reached out to him not him to me which that is terrible customer service, to a point where you could tell in his voice the rage almost where he even said thank you for wasting his time, and when I’m trying to explain to him everything he cuts off and says thank you and hung up the phone.
That is not customer service, I’ve been in the face to face customer service industry for 17 years now, and at no point what so ever this is the way to speak or treat a customer specially when is the customer who is making a huge commitment and a customer like me that is the only one paying bills. I called him back to let him know he was not professional at all and to ask about $500 fund I had given them and he said he will need to see where I stand.
After the call ended I started writing this email, and I get an email that says congratulations, your documents have been submitted. Like didn’t I just told them I was not proceeding with them.
This is the worst customer service I have encounter just because saying no.
Suggested solution:
A simple I understand your situation and your decision, we appreciate that you took the time to considered us and we are sad our numbers didn't satisfied your needs. Your business is welcome any time in the future if you change your mind. As simple as that, not a very rude attitude because I decided not to continue,
