Quicken Loans Customer Service

I'm thinking about refinancing my home so that I can get out of my PMI. While I realize that the mortgage rates aren't the best right now, the PMI is driving up my monthly mortgage and I think that if I get out of it, even with a slightly higher rate, I will still come out on top. Before refinancing, however, I want to shop around a bit to see what different companies can offer me so I thought I would call Rocket Mortgage. I hear all about Quicken Loans on radio advertisements while driving to work. I figure I might as well check them out. 

Now granted, Quicken Loans probably has a lot of customers and a lot of potential customers that call them regularly. Between loans, mortgages, and people like me who want to refinance but want to talk before making any major moves a lot of people probably call. However, I will say that I was pleasantly surprised because the process to get to an agent is actually quite straightforward. I only had to answer one question and then I was transferred to a wait line. If calling banks was this easy, I'd check with almost all the major carriers before signing loan documents. 

When I called, a voice assistant greeted me with, "Thank you for calling Rocket Mortgage. All calls are monitored and recorded according to our privacy policy. Before we get you to a home loan expert, please listen to the following options. If you are thinking about buying a home, press 1. If you would like to discuss refinancing options, press 2. If you are a current client or have a loan in process, press 3. To repeat these options, press 9." I pressed 2 since that was the logical option for my query, and I was sent to a hold line. 

The hold music was pleasant and pretty much standard elevator music. A voiceover every so once in a while told me that my phone call would be recorded for quality assurance purposes and to stay on the line. It took about ten minutes and then a loan specialist picked up the line. We spoke for a bit about available rates and what type of rates might be accessible to me at my credit bracket and then she helped me make an appointment at a local branch office. The process was pretty painless and I felt like she understood my concerns. I would call again if I had any future issues or questions before I decide which bank I'm going with.