Our experience with Chase is extremely bad.
Originally I chose Chase because their fee seems to be slightly lower than some other brokers I asked. It eventually became a trap. Chase kept emphasizing that it should be fine to close the deal within 30 days and they locked the rate for 30 days. Then, after two postpones (9 days together), they successfully delayed the closing day slightly beyond 30 days. Then, at 2am (Yes! AM! midnight!) of the closing date, Chase notified me that they charged me for a very significant amount because they had to extend the locking period without notifying me in advance or giving me an option.
This is unethical. Even up to today, I have no idea about the details of this charge. You may say I can walk away, but as I said, it was just a few hours before the closing which had already been postponed twice. You see the trick. They literally waited until the last minute before disclosing to you so you can neither say no nor negotiate if you still want the deal to close.
Chase is also not professional in the way that they can easily give out promises just for them to break later. For multiple times, Chase told me, my broker and my lawyer that certain item was the final item they needed before the clearance of the loan, then after you gave them, they will offer you another 'final item needed'. Also, for multiple times, they gave every body including the seller’s side the false hope that the deal could be closed on a certain date then they asked for a postpone right before the proposed closing date.
The communication between us and Chase is also inefficient and unpleasant. They would ask for documents which you already sent. When things got delayed and you wanted to know what was going on, Chase was less likely to answer my phone call and when they answered, they even told me that I could keep calling but it wouldn’t help. I think other people inside the team including the real estate broker were also treated similarly in this rude manner.
There are two reasons we did not give this broker the lowest score: 1. he is able to admit his behavior, apologize to other people inside the team (broker, lawyer, etc.) and tried to fix relationships towards the end; 2. based on what we’ve heard from other people, we don't have evidence that he is much worse than other Chase brokers.
Our experience with Chase through the process is extremely unhappy. It may because of the location of the branch or the broker/underwriter/etc-team you work with. Our lesson for future customer is: it does not hurt to do some upfront homework or at least do a simple google search (e.g., ‘Chase mortgage review’) before you accept their service.