This whole refi process was the most frustrating transaction I'd ever had to deal with. The owner of the company gave started with a "special rate", which was much higer than its competition.
He later ended up matching the rate to be competitive only to end up being much less than responsive but by then, I felt obligated to finish out the process as I'd paid for the appraisal. On avg, it took 3-4 attempts before they returned phone calls/emails. The re-fi process took months only for them to come back unable to complete it. Refused to return the appraisal money as promised.
Worst biz experience ever.
It was not only costly but also frustrating. Do not deal with them!