As others pointed, the company may be too large to care about it's clients. Used them to register a real estate transaction, was never contacted by the people handling my file. Had to chase them around on the eve of my appointment to try to get any information, and even then was left in the dark.
When I was at the appointment the lawyer tried to be nice and tried to sell us a $100 discount like it was $1 million.
After getting home from the appointment, she changed her mind and cancelled the discount - very classy move. These lawyers word are worth nothing.
Everything was done last minute and full of mistakes.
After making the final money transfer, I called and emailed them multiple times to get confirmation, left a voicemail asking for a call back, but I guess a call back was too much to ask, because all I got was an email after the end of the business day - meaning if something was wrong, I did not have the chance to go to the bank and fix it. I got an email saying 'sorry, I was in meetings all day long', again giving the impression that they are too important to handle my case. This was all on the eve of the completion.
I gave them feedback, but they are too arrogant and full of themselves to listen or admit anything, they think they are perfect, their work is always perfect, and the client is the problem. They're probably too busy with their engraved water glasses - this is what we're paying for. I hope one day they realize that we are the ones maintaining their jobs and paying for their salaries.
Communication with the client is not bad, it's non existent. Throughout the process they make you feel like they're too busy to talk to you or handle your case. For this kind of service next time I might as well use a notary.