I have mixed feelings about my experience with The...

I have mixed feelings about my experience with The Money Store. The refi was for a rental property that I own. The loan officer was spectacular. 6+ rating if that was possible. MLD central office was less so: going from lost emails that I never received to delays in closing to giving me incorrect Closing Docs. MLD central office would receive a 2 or 3 from my perspective. The Loan Officer would receive a 6. I averaged to arrive at 4. Closing occurred with a notary visiting my home. I had to sign off certifying that I don't have COVID or am not sick, but what about my own safety? Nothing was provided by MLD to ensure my safety. All this of course occurred during the COVID pandemic; however, I refinanced my primary home with another lender, and the entire process was online and went very, very smoothly. Electronic signatures, etc. Why couldn't MLD implement the same for my rental property?