Samantha Martin

Coppell, TX

NMLS 2238121

Senior Support Banker

Samantha's Reviews

Cole Vickers
Painful Experience

After going through an assumption to remove one party from a relatively small mortgage balance, I would not recommend Rocket Mortgage as a lender or servicing partner.

The process took 7 months, with having to re-apply twice, one time because Rocket "didn't receive" the first volley of paperwork, when it was for sure sent to them. I didn't receive any communication regarding ...Painful Experience

After going through an assumption to remove one party from a relatively small mortgage balance, I would not recommend Rocket Mortgage as a lender or servicing partner.

The process took 7 months, with having to re-apply twice, one time because Rocket "didn't receive" the first volley of paperwork, when it was for sure sent to them. I didn't receive any communication regarding deficient paperwork, just a rejection letter for failure to submit documentation.

The second time around I was deep into the underwriting process, when Samantha requested some financial documents that I provided via email. She responded by saying she would review and get back to me. After 4 weeks I followed up and she told me my application had been rejected due to failure to provide documentation. Again, nobody told me I needed to provide more documents; just silence followed by rejection.

Samantha did do most of the work to re-submit my application, but could never explain to me why it had been rejected the first time around. Nobody asked for additional documentation; nobody told me what I did wrong to be rejected. The only conclusion I can come to is that Rocket dropped the ball internally.

When closing time came, the closing disclosure was misleading and it took over 50 emails with the Rocket team to get the clarity I was looking for. I asked the same 2 questions via email probably 20 times before I got clear answers, with a bunch of conflicting/incorrect answers along the way. When I did get on the phone with Samantha, she did clear up my questions, but did so with a hostile attitude.

I did finally close on the assumption, and can list more drama associated with that process, but the bottom line is, after this experience, I hope to never have to do business with Rocket again.Read MoreRead Less
Ryan Ouderkirk
Extremely Difficult and Unprofessional Experience

Our experience with Rocket Mortgage during a loan assumption process was extremely frustrating, and unfortunately, much of that frustration came from our experience working directly with our loan officer, Samantha.

The assumption process began in February. We were working with the seller, who submitted the required assumption request to Rocket ...Extremely Difficult and Unprofessional Experience

Our experience with Rocket Mortgage during a loan assumption process was extremely frustrating, and unfortunately, much of that frustration came from our experience working directly with our loan officer, Samantha.

The assumption process began in February. We were working with the seller, who submitted the required assumption request to Rocket Mortgage. Rocket then sent a package of documents that needed to be completed, signed in person with the seller, and returned. Even at this early stage, there were avoidable administrative issues. Several forms required two copies, but Rocket provided only one copy, forcing us to make copies ourselves before submitting everything online and by mail.

Approximately two weeks later, we discovered that Rocket had sent a follow-up request for one of the documents that had actually been included in the original package. We were not aware of the request because the correspondence had been sent to the seller’s ex-wife’s address and was not shared with us for approximately 10 days. There was no meaningful direct communication from Rocket alerting us that the process was stalled. When we contacted them, we pointed them to the document we had already uploaded online. They confirmed that they could see it and agreed that the assumption could finally move forward.

After another several weeks, we were assigned a loan officer. The initial tasks and document requests generally went smoothly, although there were recurring issues with Rocket’s online portal. On multiple occasions, my wife would complete and sign a requested document, but the system would fail to register it and Rocket would continue requesting the same document.

Unfortunately, once Samantha became our primary point of contact, the experience deteriorated significantly.

Communication with Samantha was extremely difficult. Her responses were often limited to one-word or extremely brief answers, and she generally did not respond to us until after 1:30 PM. That left us with only a few hours each business day to resolve issues before communication effectively stopped. During a time-sensitive loan process, this was incredibly frustrating and created unnecessary delays.

The biggest issue involved FHA requirements and the purchase agreement. We were not informed early in the process that the purchase agreement needed to satisfy specific FHA requirements, including restrictions related to seller occupancy. We also learned later that Rocket only completes assumption closings during a limited window, roughly the 2nd through the 14th of each month. As a result, our originally planned late-August closing date was suddenly no longer acceptable and an addendum was required.

Rather than helping us understand exactly what underwriting needed, Samantha repeatedly acted as a gatekeeper between us and underwriting. We were trying to determine what specific language or changes were required in an addendum so that we could satisfy the underwriting requirements and preserve our closing timeline. Instead of facilitating that conversation, we were repeatedly told that Samantha could not advise us on what needed to be included.

The situation became particularly frustrating during a phone call with Samantha. She immediately took a hostile and confrontational tone and characterized us as being uncooperative and unnecessarily complicating the process. I was frustrated because the tasks appearing in Rocket’s online portal did not seem to match what Samantha was telling us was required.

One of the tasks specifically referenced a purchase agreement addendum concerning the removal of personal property. When I asked why the task existed and whether it could be removed or clarified, Samantha said she had no involvement in the process and that it was an underwriting matter. I then asked whether she could coordinate directly with underwriting so that we could understand exactly what they needed. She initially said no addendum was needed, but when I pointed out that the task in the portal specifically requested a purchase agreement addendum, she continued to insist that the FHA addendum she was referring to was what they were requesting.

That explanation did not make sense to us, particularly because the task appeared to specifically reference personal property in the purchase agreement. We were simply trying to understand what Rocket needed from us so that we could provide it correctly the first time.

I also asked whether an addendum modifying the seller occupancy period to less than 60 days could potentially satisfy the FHA requirements and allow us to maintain an August closing. Samantha became visibly frustrated and repeatedly told me that she could not advise us on what specific language to put in an addendum. I understand that a loan officer cannot draft legal documents for a borrower or guarantee that specific language will satisfy underwriting. However, there is a significant difference between drafting an addendum and helping a customer understand what underwriting requirements need to be satisfied. We were looking for the latter.

The entire conversation felt unnecessarily adversarial and, from a customer perspective, extremely unprofessional. Instead of feeling like Samantha was helping us solve a problem, it felt like we were being discouraged from asking questions and were being blamed for problems that largely resulted from Rocket’s own process and communication gaps.

What makes the situation even more frustrating is what happened immediately afterward.

The following day, another Rocket Mortgage loan professional contacted us and promptly provided an addendum that addressed the requirements Samantha had been telling us we needed to satisfy. That individual took over coordinating the necessary information from us, and the process proceeded smoothly from there.

This was particularly disappointing because Samantha had told us that Rocket could not provide the type of assistance we were asking for, yet another Rocket representative was able to provide exactly that assistance the very next day.

Ultimately, my biggest issue is not that the loan assumption process was complicated. I understand that assumptions, FHA requirements, underwriting, and purchase agreements can involve complicated rules. My issue is that we repeatedly had difficulty getting clear answers, experienced unnecessary delays, encountered problems with Rocket’s document and task system, and then felt that our loan officer responded to our attempts to resolve those issues with hostility rather than assistance.

The experience has left me with the impression that Rocket Mortgage’s process is unnecessarily slow, fragmented, and difficult to navigate. More importantly, our direct experience with Samantha made an already complicated process significantly worse.

Based on this experience, I would not use Rocket Mortgage again, and I would not recommend them to someone who values clear communication, proactive assistance, and a customer-focused loan process.Read MoreRead Less
Samantha Martin
Reply from Samantha Martin:

Thank you for taking the time to share such detailed feedback about your loan assumption experience. I’m truly sorry to hear how frustrating and difficult the process was for you and your wife.

Your feedback is important to me, and I sincerely appreciate you bringing these concerns to my attention. I’m sorry you felt you had to navigate these challenges without the level of support and guidance ...Thank you for taking the time to share such detailed feedback about your loan assumption experience. I’m truly sorry to hear how frustrating and difficult the process was for you and your wife.

Your feedback is important to me, and I sincerely appreciate you bringing these concerns to my attention. I’m sorry you felt you had to navigate these challenges without the level of support and guidance you deserved.

I’ll be sure to share your feedback with the appropriate teams so it can be reviewed and used to identify opportunities to improve the assumption process, communication, and overall client experience.

Thank you again for sharing your experience and I wish you and your wife all the best in your new home.Read MoreRead Less

Laura Cotten
Samantha did a great job coordinating with the rest of the Rocket team to make it a quick and easy assumption. She worked quickly and I was able to close on time! I look forward to the final set up of my new account! Thank you, Samantha!