We had a very difficult experience with Fidelity (at least, the Mercer Island branch). I had to be very on top of things to ensure we didn't miss any deadlines, and it took hours to reach them on the phone. They seem to close up shop in the early afternoon and don't always return calls or answer emails; it took a lot of back and forth to get any answers about basic questions like when I could wire money and how much. They are reluctant to accept money ahead of time, preferring that we leave things to the last possible second and risk delays at the bank. They then took several weeks to disburse to the insurance company and the HOA, resulting in inquiries to me about it. They were dishonest with me when it came to what the timeline requirements were in order to protect their own convenience - for example, they told me the mortgage company required everything to be signed the morning of closing (so we had to get up 4 hours early to sign) when in fact they specifically gave the option to have signing the afternoon before. They silently waited on the closing statement from our mortgage company without actually asking them for it, and I had to dig into it and coordinate between the two of them myself. They take an entire day to "clear" a cashier's check. Nothing is urgent to this escrow agent. Nothing is important to them either besides their own convenience, and they absolutely did not treat this as the largest and most important transaction I've ever done. But everything that was wrong, they incorrectly blamed others - the listing agent, the mortgage company, anyone but themselves. I'm rating them 2/10 and not 0/10 because they transaction did ultimately close, but it closed in spite of their indifference to whether it went to default. And this deal was one step from default at every critical stage. Do not use this office if you value your sanity.