It's a shame!  I've been using Hart West for about 10 years for small transactions (like simple purchases or refinancing), and referred them to all my friends and clients...  but in the last year, demonstrated over several transactions, that has all changed to result in significant lost time, lost clients, lost opportunities, and the feeling of frustration! 

I give them the one star because IF you can get Hart West to actually close on a loan, they still have good rates, although there are others more friendly and stable that don't have origination fees also - just google it.

6 Simple things...