"I am giving this review four stars solely because of Scott Bowling’s performance. If I were rating Rocket Mortgage or Rocket Close overall, I would give the experience negative two stars.
Scott was ...I am giving this review four stars solely because of Scott Bowling’s performance. If I were rating Rocket Mortgage or Rocket Close overall, I would give the experience negative two stars.
Scott was responsive, professional, and genuinely tried to help me through an incredibly frustrating VA loan assumption. Whenever I contacted him, he responded and followed up. My frustration is not with Scott personally—it is with Rocket Mortgage and Rocket Close’s overall process.
The assumption was painfully slow, poorly coordinated, and filled with unnecessary delays. The amount of time I spent calling, waiting on hold, and repeatedly following up was completely unreasonable. Representatives would say, “I see you already called about this earlier this week. Is it regarding the same issue?” Yes, it was the same issue because I had received no communication, update, or resolution since my previous call. I should not have needed to constantly chase down information to keep my loan moving forward.
It also seemed like Rocket repeatedly waited until approximately 4:00 p.m. on a Friday to process documents or notify me that something was incorrect. By then, it was often too late to reach the appropriate person. I would be told that the employee responsible did not work weekends and that nothing could be addressed until Monday. This happened repeatedly, turning every issue into another multi-day delay.
We started the process as soon as my legal name change was completed in June because I believed updating everything first would make the assumption easier. Apparently, it did not. Rocket still struggled to process my name change, and I could not understand why removing my ex-husband from the mortgage and title was made so extraordinarily difficult. I had already been solely responsible for making the mortgage payments for more than a year and had demonstrated that I could maintain the loan.
The handling of my ex-husband’s equity payment was particularly unacceptable. Rocket would not allow the money to be held safely in escrow until all of his required documents were signed. I paid him with a cashier’s check and submitted a 15-page legal agreement documenting the payment. The agreement was notarized in three separate places and included Exhibits A, B, and C. After I had already paid him and provided all of this documentation, Rocket said they needed “more proof” that he had been paid, without clearly explaining what additional proof they expected beyond a notarized legal agreement and a cashier’s check.
This was not an ordinary divorce situation. My ex-husband had been abusive, and I had an active restraining order. As Rocket continued moving so slowly, I became genuinely afraid that the restraining order would expire before the assumption and title transfer were completed. I was also terrified that my ex-husband could take the equity payment and refuse to sign the remaining documents, leaving me and my two special-needs children in a devastating financial position.
I continued escalating my concerns with Rocket Close until I finally reached a manager, who initially responded that “these things take time.” I then had to disclose deeply personal details about the abuse I had experienced just to make Rocket understand why its delays created a real safety risk. Nobody wants to tell a complete stranger that they were abused by their spouse. It placed me in an incredibly vulnerable and humiliating position, and I should never have been forced to reveal that trauma simply to have my concerns taken seriously.
By that point, I felt so frightened and backed into a corner that I broke down crying on the phone. Once the manager finally listened and understood the seriousness of my situation, everything was suddenly processed very quickly. Although I appreciated the eventual action, it made the preceding delays even more frustrating. Why did I have to repeatedly escalate the matter, disclose my abuse, and reach an emotional breaking point before Rocket handled my file with the urgency it deserved?
Scott deserves all four stars for being responsive and doing what he could to help. Rocket Mortgage and Rocket Close do not. Their overall process was slow, confusing, emotionally exhausting, and almost entirely lacking in proactive communication. If keeping this VA loan through an assumption had not been necessary, I would not have chosen Rocket Mortgage. I cannot imagine how someone in a similar situation, without the time or ability to continually call and escalate, would successfully navigate this process."
