Man, what a nightmare. I've paid off loans with other companies before but never with so much hassle. It's a long story but to sum it up, they are not very organized, will tell you what you want to hear to get off the phone with you when there's a problem, and can't really be trusted to do something as simple as release ownership documents without call backs.
The only reason that they get two stars is that for most of the life of my loan (5 years), the one time I needed help with something (3 years ago), they were very helpful and nice. But again, the experience of paying it off has been a nightmare. They cashed my payoff check 4 weeks ago and I still have no ownership documents.
If you are looking for a loan provider, I'd go with another bank.