At best this company is incompetent, at worst they are unethical. I had a 60 day rate lock with them that was very agreeable. All of my documents were submitted in less than 48 hours after they requested. For some reason, they dragged their feet in all responses and processing. They do not answer the phone and they wait hours or days to respond to emails. A full week before my rate expired I asked them if we would still be able to close before the lock expired, they said yes since I was submitted to underwriting (for the second time. Why twice I don't know). And then a black hole. No communication on their part. Despite my repeated phone calls and emails I heard nothing from them. My rate expired and they did nothing. The next day they told me I had no chance to extend because the rate had expired and their 'investor' wouldn't allow it, so I would have to go to market pricing. I spoke to a 'supervisor' and his only response was 'I don't know why this happened, but there's nothing we can do.' This is a classic bait and switch situation.
Do not do business with these people, they are not interested in helping you. In 20 years I have bought 6 houses and refinanced 3 times and this is by far the worst situation I've ever experienced. All of the other negative reviews are correct and echo my bad experience. I don't know why people work for a terrible company like this, it must be emotionally draining to be berated like this every day. Fortunately for me rates came down the week and day before we were to close, and I cancelled their lousy deal for a different company and better deal. Run away... far far away.