I applied in person to refinance two rental homes and the agent was so childish and unprofessional, I had to cancel both loans. While the rest of the office was visible in the board room, this yahoo and his pal next door were making unimpressive jokes about women and not knowing what HARP is. This is the guy whose crowning glory was apparently playing hockey in high school. Oh those glory days in high school, the high point of your life from which you have yet to evolve.
I went to another company, got timely low cost refi on each, and they made a life customer with plenty of repeat business. When you have to explain an advertised program to a mortgage broker, federal regs, and endure shameful women-hating comments as a form of dudebro self entertainment, that defines a horrible customer experience.