I used the Ajay Dutt group from Fidelity Direct Mortgage twice (a Refinance and then a purchase). Their service was 80% for the former and 50% for the latter. Ajay himself is the best of the lot. He gave me very good finance advice and found me a rate I am very happy with. But for most of the financing process we dealt with people who support him and they leave quite a bit to be desired. Much of what went wrong was out of their control (appraisal/investor issues) but they did not handle these issued very well. Sometimes they did not communicate important information such as loan cap or interest cap. When the deal was in a tough spot they opt for avoiding contact, instead of keeping us informed (an email that said they have no new information would have been better than no response) and they seemed annoyed when we asked them to updated us.