Great experience overall. I found it easy to reach people through phone or e-mail - all were very helpful and efficient. Their online system for entering information was easy to use and the initial process was much easier than with other companies. I would definitely use them again and recommend them to others. Negatives were that you had to check the documents carefully as they changed often. The problem I had was with a second home that also is rented out and ended up being classified as an investment property, which caused an increase in the interest rate and almost caused me to bail. We were able to work it out and I have to say everyone I talked to in at least three states were easy to reach and helpful. The initial estimate on Nerdwallet was not what came up when I went farther, and that was a little annoying (in contrast to another company where the Nerdwallet offer was identical to what they had). Once in their system, the Better.com interface allowed you to update often and then you could lock in when the terms were right - this was a great advantage, with another company you were locked in right at the beginning. Better.com also has the best refinance calculator I have seen - it allows you to compare the benefits from a reduced interest rate or loan term even if your payments don't increase. I found this a great help if you are interested in refinancing to increase net wealth in the future rather than simply lowering monthly payments. Overall, a great company and I recommend them.