For a first time home buyer, it felt at many times like assumptions were made about how much I already knew or understood when I in fact did not know or understand anything. The marketing-style update graphic emails on progress also made it feel less personal; fine to get those AND direct communications from the team but just the newsletter-feeling emails wasn't the best. More up front communication about the process would have been helpful. Plus, a number of small errors (asking for documents I had already sent, entering wrong phone number) made me nervous as a first time buyer. If I had found you all through a different route than my realtor who was able to assure me everything would be fine, I think the ratings would have been lower.