I had my reservations about the process by using an online driven system to refinance but in the end I am glad I did it. This would be the only way I'd want to refinance in the future, hopefully with quicken. This does not mean you are isolated to web pages with minimal support. Quite the opposite...they were extremely available, upfront, clear, honest, and extremely quick to respond to any request I had. The online tools they offer to help support the loan process were very sophisticated and definately a differentiator not to be overlooked when considering quicken vs other lenders.