Avoid City Creek, their gifts are in marketing, not mortgages.
I had a similar experience to Jeff W (would have lost earnest money), but fortunately was able to switch to another lender.
I also experienced poor communication and a pre-approval that turned out to mean very little.
City Creek is not Fannie Mae approved and therefore could never have done our loan.
This isn’t needed for every loan, but was important in our case due to commission income.
A red flag was being asked to sign a contract and pay for an appraisal before we had a property under contract.
This is not appropriate, it is a lock-in tactic.
I’d advise cultivating multiple options when shopping for mortgages, and be sure to have a direct lender in the mix (there are a few in Utah), not just brokers like City Creek.
This is how we were able to sniff out the lower quality people in the industry.
City Creek was the slickest, with the best advertising, website tools, and a friendly staff, but their integrity and competence were lacking.