I had a superb experience with them in 2012 despite being a nightmare customer. Chose Refin because their blog was so good. I bought a 2nd house in the same neighborhood. It started out odd because part of their onboarding is asking "Where do you want the check sent?", because, you know, you save so much using them. I knew it would be fake but whatever. (It wasn't--I did indeed get the $10K check almost immediately upon closing.) Problem is that my bank thought I was a terrorist, despite the fact that I have literally 12 accounts with them (several businesses, savings, checking, etc.). I put down 20% on an $890K loan. My income is closer to $800K than $500K and my other house in the neighborhood was already paid for. The simple act of moving the $200K into an account ready to write the check spooked the bank and they literally treated me like a terrorist. Suddenly everything took infinite amounts of time to handle and resulted in triple the usual paperwork. It was excruciating.
The bank (Bank of America, of course) caused so much trouble that I finally decided to pull out and lose my $20K earnest money. (I had chosen B of A on the theory that they already knew all about me, and also because they offered a killer ARM.) The mortgage officer literally quit his job over his bank's bungled handling of my sale. Somehow they came through, by this time, 3 months after I had made the offer. I was actually paying $100/day to the sellers because at this point they had moved out and were in a hotel and weren't able to close on their own new house.
Anyway, my agent at Redfin was a champ, even when I told her I was quitting. So she had way more trouble than a full-service agent with none of the upside. The whole thing on Redfin's side was precisely as advertised.