I did Harp a while back. There was really no downside to it. I wasn't asked for any upfront money. I was disappointed I couldn't fold a higher interest rate second into it, which in my case would have helped me a lot more. The other downside for me was when I did it interest rates were just above 5%. So I couldn't do it again when they fell down to the 4% range. (They only allow one HARP refi, period. It did save me some money overall though. On a personal note, I finally got the LTV I needed so I was able to recently refi into a good rate and get rid of the second.
I went through American Capital in Aliso Viejo and was treated very well, not like a number and I have no problem recommending them. If Quicken makes you nervous, email my friend Sean at sean@acchomeloan.com