FRANKLIN AMERICAN MORTGAGE CO

Dealing with them was immensely frustrating, since they made a number of assurances they didn't keep.  We waited almost three months for the loan to close.  They'd tell us things looked good and that it wouldn't be much longer, then they'd then call back and tell us there was some problem requiring more documentation, which of course would take us hours to compile.  The last straw was after they told us we should get the money together for the closing, since it was imminent - then called back to tell us, whoops, it wasn't really and that we had to send them a bunch of stuff on another piece of property we own, including documents we already had provided them several weeks prior.  Did they even look at them?  It just started to seem like endless requests after a while.
They also reneged on the amount they initially said we'd be able to borrow, despite our having given them a pretty good description of our financial status and the pros and cons of our situation.  It just really started to seem like they weren't negotiating in good faith.  After 10 weeks we just figured they were not ever really going to approve us and walked away. 
I'm putting $400 as the cost because that's what we paid for the home appraisal we had to get as part of the application (I should add the appraisers showed up a day earlier than we were told.) 
Also, a rep from Franklin sent a copy of our personal information - including our SSNs and bank account numbers - in plain text over the Internet to us after we asked for a copy of it.  I'm still extremely concerned our information may have been compromised, and while you're trying to get a home refi is not an ideal time to be thinking about putting a freeze on all your credit reports.  Wish Franklin hadn't put us through this.

What stood out about them was their efficiency, their manner. They were very good about answering questions and about being patient with whatever you might want to ask them. They were actually wonderful to work with and they were good.

Mike is an excellent agent. He is very responsive and personable. He also helped us obtain very favorable terms. He helped us through a very complex process with great care. We would highly recommend his services.

Great. Apply online. Fast response. Cool guy. Closed on time. We went over all of my options.