Bill was easy to use but do your research and definitely shop around for rates. In the end, I received good customer service but had to be very pushy about a new rate as the mortgage rates continued to significantly decline. Watch the market and make sure you let bill know you are watching it too. Bill is VA home loan knowledgeable but completely dropped the ball on making sure the lender he used was VA energy efficient improvement eligible. This was brought up from day one and in the end I believed I could use the VA allowed cash to make energy improvements but CMG mortgage, (the company that actually holds my mortgage) did not allow it, even though the disclosure sheet had a box checked on it indicating such was allowed in the process. Just ask more questions up front and make sure Bill follows through and you cant go wrong. In the end he covered all my closing costs so the VA energy efficient ball drop wasn't as big of a deal to me. It definitely would have had been a deal breaker if I had contributed to my closing costs.