The Marketing Servicing Team proudly shows the J.D. Power award.

Emily, Jennifer, Derek and Leia of the Quicken Loans Marketing Servicing Team proudly show the J.D. Power award.

They say it’s lonely at the top.

We disagree.

Especially when being at the top means you’ve just been ranked “highest in customer satisfaction among mortgage servicing companies” in the U.S. by J.D. Power

We think being at the top means you are the polar opposite of lonely. It means you are ALWAYS communicating and helping. It means you are ALWAYS available to take care of any issues and offer solutions to your clients. It means answering the phone and not letting calls fall into a voicemail vortex. It means caring and responding.

You might be aware that Quicken Loans has been ranked highest in customer satisfaction for primary mortgage origination for the past four years. That’s old news. However, this is the first year we’ve also been ranked highest for servicing, and we are both humbled and honored that our clients chose us for this award.

Just to make sure it’s clear, there are two parts to the mortgage industry: The part where you get a loan is called origination, and the part where you pay your monthly bill is called servicing. J.D. Power has separate awards for each part. No mortgage company has ever been ranked highest in both awards in the same year – until now.

Earlier, I said our clients chose us for this award. You should know that Quicken Loans didn’t apply for this award, and J.D. Power didn’t choose us for anything. Our clients chose us by ranking us higher than any other mortgage servicing company in America on a survey that J.D. Power sends out each year. It’s that simple. All we did was provide outstanding client service. Our clients, in turn, told J.D. Power that we’re the best in the business.

I asked Mark Landshulz, vice president of servicing at Quicken Loans, what the award meant to him. Here’s what he had to say:

“I am truly proud and honored to be a part of the Quicken Loans Servicing team – a team that came together with one simple mission: to serve our clients. Having our clients rank us as “highest in customer satisfaction for mortgage servicing” in the U.S. is fabulous feedback that we are on the right track, but we can and will get even better. Thank you, America, for making us #1. Congratulations to everyone at Quicken Loans who contributed to this award! You’re the BEST.”

All the J.D. Power throphies. We are thankful and proud.

All the J.D. Power throphies. We are thankful and proud.

Thanks, Mark. Being the best is great feeling.

One last thing about the J.D. Power study. According to their results, Quicken Loans earned the highest score in four key factors of the study:

  • Billing and payment process
  • Website
  • Escrow account administration
  • Phone Contact

We had an overall satisfaction score of 835 out of a 1,000. We were a whopping 53 points higher than the second-ranked servicer, who had a score of 782. Last year, the difference between the top four mortgage servicers in overall rankings was only four points. Not so close this year. You can learn more about the study and results in the official press release from J.D. Power.

That’s all. Thank you for ranking us at the top. We try our hardest every day, and as Mark said, “We can and will get even better.”

Any comments or feedback on the award are greatly appreciated. Leave them below.

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This Post Has 38 Comments

  1. Was lied to by mortgage banker about escrow for real estate taxes and again by a customer relations agent. Furnished tax statement by fax, customer agent said will adjust payment in about a week and refund of escrow in two weeks.. Informed today by different customer relations agent they are behind on reviewing tax statements. Refund of. escrow and adjustment of payment not until March (if ever). Closing did not happen in 30 days as promised. Paid interest for extra 30 days and will have paid in about $1500 in escrow for real estate taxes. Will they pay me interest on this money?

    1. Hi Shirley:

      I’m going to pass your concern to our Client Relations team. We’ll be looking into this.

      Thanks,
      Kevin Graham

  2. After nearly 2 years of providing repeat paperwork to other companies to just be disappointed and asked to resubmit once again, I populated an a QL field advertisement one night on my computer for a rep to call me back regarding refinancing….I received a call within 15 minutes.
    The representative I was placed with was Ryan Ritthaler. He made me feel confident right off the bat that if a loan could be established, he could explain it to me and show me the way. No question I had was a bad question and Ryan had all the answers. He was extremely patient and helpful. He made this process the easiest thing I ever had to do. I was and still am amazed. I have turned SO MANY people on to QL because of Him, perfect strangers even. I tell people all the time to at least look into QL and they will be impressed. 2 of my colleagues have refinanced with QL after I referred them. Great Job Ryan. Maybe one day I will have the op to speak to you again. Hope you and your family have a wonderful Holiday!!

  3. I did not have a quick process on the loan,but at the end finally got things taken care of and quicken actually locked my rate where they promised and maybe it was worth it for us as of today.

  4. I am sorry to say that if JD Power would have asked me, I would not have been so positive. I was mislead concerning a refinance attempt. I ended up paying well over $100 for a credit check and a guy to take two pictures of my house before I realized that I could save more money by not refinancing. I won’t make that mistake again.

    1. Hi Greg, I am sorry that you did not have a positive experience. I have shared your feedback with our team and they will reach out to you to understand more about your situation. Thank you and have a great weekend.

  5. I was so misled by Quicken Loan. When I refinanced I asked about a 10 year loan the individual that worked with stated that a 15 year would be better in case I would not be able make the 10 year loan payments. Said that if I could pay an additional 200.00 a month on the 15 year loan I would pay it off in 10 years. I found out today that this is not true. It only takes off 2 1/2 years. I am extremely upset with Quicken Loan PLEASE be careful

    1. Hi Betty.

      We’re very sorry that you’re not happy with Quicken Loans. I’ve forwarded your issue to our Client Care Specialists who will be looking into your issue.

      Thanks for reading!

  6. I’m with Jon and Cathy Groves on this topic. We had way too many people with their hands in our loan, not a one of them was on time with return phone calls, and very few of them really seemed to try to help! This was the worst home buying experience that I’ve ever had! Then when the process finally was finished, no one has ever stepped up to the plate and admitted fault or did anything to make it right. Very unhappy with our experience and would not recommend them to my worst enemy.

  7. WAY TO GO QUICKEN!! Having dealt with several others Quicken has been the best to deal with. Very professional, friendly and helpful. Thanks again. Quicken Rocks!

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