Mike Eads
Coppell, TX
NMLS 1534191
Executive Banker
Katie Woods
My review of Rocket Mortgage is not impressive. I started this unfortunate journey on 06/25/26 with completing my ‘intent to proceed’ after speaking to Mike Eads on the phone. I stated that my goals to refinance were to retain a 30-year fixed mortgage, lower my interest rate of 7.5%, remove my PMI and to have as little out of pocket as possible. Mike conveyed that all that I was requesting would be possible, especially since he looked up my credit score that revealed 748, 748, 739, respectively.
During my refinance process, I found that Rocket Mortgage had a substantial lack of communication with anything related to my refinance including changes to the amount of my loan, request for updated loan estimates, adding PMI, and Mike Eads being away from the office having someone cover for him without leaving contact information. Multiple voice mails, emails and text messages have gone unanswered by Mike Eads. I have documentation that states I have initiated ALL contact with staff at Rocket Mortgage. The only exception is when Ally Piloni called on 07/17/26. She was very responsive and professional. Ally is the only one that would return my calls and give me the requested updates. I never received communication from Mike Eads after 07/16/26!
I am astonished by the amount of time it took from start to finish for a refinance to close. I started this process on 06/25/26 and I did not close until 08/01/26. One of my major concerns with this extremely extended time frame was my rate lock expired on 08/10/26 and no one at Rocket Mortgage seemed to care about the time. The lack of communication regarding this whole process was shocking. This is the second time I have refinanced with Rocket Mortgage, the first time being smooth with no issues arising, hence the reason I came back. If the market changes again I will shop around for finance companies with better customer service.Read MoreRead Less
During my refinance process, I found that Rocket Mortgage had a substantial lack of communication with anything related to my refinance including changes to the amount of my loan, request for updated loan estimates, adding PMI, and Mike Eads being away from the office having someone cover for him without leaving contact information. Multiple voice mails, emails and text messages have gone unanswered by Mike Eads. I have documentation that states I have initiated ALL contact with staff at Rocket Mortgage. The only exception is when Ally Piloni called on 07/17/26. She was very responsive and professional. Ally is the only one that would return my calls and give me the requested updates. I never received communication from Mike Eads after 07/16/26!
I am astonished by the amount of time it took from start to finish for a refinance to close. I started this process on 06/25/26 and I did not close until 08/01/26. One of my major concerns with this extremely extended time frame was my rate lock expired on 08/10/26 and no one at Rocket Mortgage seemed to care about the time. The lack of communication regarding this whole process was shocking. This is the second time I have refinanced with Rocket Mortgage, the first time being smooth with no issues arising, hence the reason I came back. If the market changes again I will shop around for finance companies with better customer service.Read MoreRead Less
