Having previously been talked into an arm, I felt skeptical and untrusting, going into the refi. Michael gained my confidence with his genuine, knowledgeable enthusiasm. He proved to me that he really, honest-to-goodness cares. As well, he was helpful in getting my points knocked way down, and I am grateful for that. The only reason I didn't put all "5"s down is that I find I communicate better face-to-face.