"I’ll start by saying Gontran clearly means well and wants to do a good job. Unfortunately, it seems he either lacks experience or Rocket Mortgage largely is an unpredictable machine that no one could ...I’ll start by saying Gontran clearly means well and wants to do a good job. Unfortunately, it seems he either lacks experience or Rocket Mortgage largely is an unpredictable machine that no one could work with successfully. I received misinformation at every step of my refinance experience. More than once I would ask specifically about a concern I had and would be told “no problem nothing to worry about” only for it to become a major delay. For example: I was told that there would need to be an appraisal on my home. In anticipation, I asked Gontran if it would be a problem that in one of my rooms I had torn up the carpet and the sub floor was exposed. I asked this question multiple times in different ways because I was pretty sure it would be a problem and one that I could fix if needed before scheduling the appraisal. “No problem at all” says Gontran. Well turns out it was a major problem and I need to install carpet myself but now I only have a few days instead of doing it ahead of time like I would have if I hadn’t been misled. Everything was like this, closing costs, method of payment, timelines, documents needed. I locked in a rate for 45 days and it took 37 to get this sucker taken care of. Could have been 14 and that’s nothing compared to the stress I experienced as the deadline marched closer with yet another delay because of misinformation. The only reason I don’t give 1 star is because again, he clearly means well and also I think Rocket Mortgage largely is just so compartmentalized and disjointed that most if not all employees are unaware of how the system works beyond their own little slice. Sorry Gontran, I hate writing bad reviews but this was a terrible experience for me."