Luis Bolanos
Phoenix, AZ
NMLS 2453721
Senior Banker
Eric Judy
Absolutely horrible customer service. Rocket Mortgage/Amrock failed to allow me to close on time and receive funding because the Notary they assigned to come out failed to give them back the closing package. I had closed on Thursday and was told to allow 3 days to change my mind and if I did not the funding would happen the next business day. Simple and understood right? Apparently no one, including Luis, follow up to ensure everything needed has been received. I had called Rocket Mortgage the 2 days before funding with some general questions because I was leaving on vacation and not one person looked to ensure all documentation was collected. It was not until I called Luis back on the day of funding that anyone at Rocket Mortgage/Amrock knew the notary failed to return the necessary notarized paperwork therefore preventing funding. I found out while driving to another state on vacation with my wife. They had set up another notary for me while on vacation. They had the nerve to ask me to drive 15 miles (instead of doing it at my friends house) to meet the new notary. I met the notary and then had to wait 3 additional days according to federal law, understood but extremely irritated. I had called and sent Luis a few text messages asking him to return my call because I was concerned about all of the scheduled payments and checks that had been sent out assuming I was getting funded 2 weeks earlier. His "director" Eric Hunter returned my call instead of Luis for some reason. He somewhat listened and when I asked for a generic letter to be written explaining to my bank and creditors that this was their error that funds were not available to cover the checks written, Eric Hunter decided to browbeat me and tell me the company line of "we always tell people to continue making their payments as normal". This just made a bad decision (of working with Rocket Mortgage) an even worse situation. Fast forward to funding FINALLY. I had been asking Luis several times on how the other creditors they agreed to pay off would be paid and all I ever got is "we will send out the checks for the creditors". I didnt realize they meant sending ME checks via UPS and that I have to endorse them and THEN I would have to send the checks to the creditors!! This adds an additional week of being behind in payments to the first 2 weeks lost due to complete incompetence. Now the payment history that WAS at 100% on time for several years is ruined. Now my credit history has taken a hit as well. I have worked very hard to have these items to be impeccable for several years and now ruined!! And do you think I could have Rocket Mortgage OR Amrock simply write a letter of explanation?? NO. DO NOT work with these people unless you enjoy being disrespected for wanting to do business with them.Read MoreRead Less
