Customer service needs to return to America. We are not here to lay money at your feet and without the customer no one makes money or has a job. Deals should be fair and reasonable for all.Should not be one sided. I do not work for the loan/deal and should be supported and informed thru out process
Response from Veterans United
Hi Joan,
Thank you for taking the time to share your thoughts. I'm truly sorry to hear about your dissatisfaction with our customer service and the overall experience you had with us. Your concerns are very important, and I understand how frustrating it can be when you feel unsupported and uninformed throughout such a significant process.
We strive to provide a fair and reasonable experience for all our clients, ensuring that communication and support are consistent from start to finish. It's clear that we fell short in your case, and I apologize for that. Our Client Advocate team is available to discuss your experience, and seek new ways to improve our service. We are committed to finding out what may have caused you to feel this way and to ensure a better experience for future customers.
Veterans United was great and on point with every part of our home buying experience I would recommend Amanda and Jessi to anyone wanting a very pain free experience.
I really appreciate the team working with me and giving me clear objectives to finish the process. Being overseas during this process was a challenge, but I’m extremely satisfied with how it all was handled.
Veterans United is the quintessential example of an agency that takes care of and provides its clients with the best outcome. Veterans United ensured we were well informed and educated my wife and me on all the inner machinations of purchasing our first home.
Over the course of the last few months this team has been nothing short of spectacular! I didn't have a realtor and every member of the team from Nichole, Phoebe, and Mason were very responsive (well until Mason decided he needed to get married!) HaHa! JK Mason reminded me multiple times he will be taking a few days off and briefed Bettina where we were in the house buying process, provided me her contact info and she stepped in with out missing a beat. I couldn't have asked for a more professional team. Thank You all! I love the house and congratulations Mason!!
I honestly could not speak highly enough of the team assembled to walk us through this process. The thoughtfulness was apparent in every step, even down to the sweet gifts that included items for our little monsters! I will recommend this team to anyone who asks and even those that don’t! Thank you Julie,Gabe, Melissa, and Shanellen for making this look and feel so simple!
This whole experience was such a blessing and I’m grateful for the team!
I really enjoyed how they broke it down into little pieces for me to bite off a little at a time. I had a lot going on and they were really patient and allowed me to look at things from different perspectives. I am very ADD so giving me time to process information was the key.
Great collaborative and informative efforts from the entire VUHL team that guided me through this process. i very much appreciated the professionalism and care.
Huge disappointment with our team. We used VU to purchase our first home and had a great experience, so we decided to go with them again. We sent our team an updated move-in date and a notice of job change over a month prior to closing. When the closing date was approaching and we never received any information, I emailed the loan officers about closing costs and additional information and was sent a rude response saying that we were not clear to close. This was because they missed our amended move-in date and did not have anything ready. They rushed us to getting them the required documents and then told us we were not able to close on our closing date. Very unprofessional and lacked customer service. We do not recommend and would not use again.
Response from Veterans United
Thank you for taking the time to share your feedback Kyler. I'm truly sorry to hear about the disappointing experience you had with our team during your recent homebuying process. It’s especially disheartening to learn that this happened after a positive experience with us on your first home purchase.
We understand how the homebuying process can get stressful, especially when moving and changing employers. It's clear that there were significant communication breakdowns regarding your updated move-in date and job change, which led to unnecessary stress and delays. As you know, there are regulations that must be met in these situations, and we have experience leading customers through the process. Teamwork is essential to our ability to deliver exceptional service, and we have established means to prevent experiences like yours. While we know tensions can run high when obtaining the last pieces of the loan puzzle, the rude response and the last-minute rush for documents are not reflective of the professional and supportive service we aim to provide.
While we cannot change the experience you had we want to ensure that no other Veterans have this same experience in the future. Discussing your experience and learning how we might look to improve is part of our commitment to provide outstanding customer service. Could you please reconnect with your client advocate directly at 1-800-212-5200 or ClientAdvocate@vu.com? We're available from 9 a.m. to 5 p.m. CST Monday through Friday, but feel free to contact us anytime.
The process was smooth. My team led by Michale Pitts is very helpful. They made the buying process easy and stress free. Thanks for your dedication, devotion and hard work in making the buying process go smoothly. Thanks for helping another veteran. Veterans United is highly recommended. This is definitely an 11 out of 10 review.
Veterans United made my dream of buying a house a reality. The entire team was there for me every step of the way, and I could not have asked for a better homebuying experience.
I spent two years working with this company as I transitioned out of the Navy and into retirement. Once I was ready, finding the right home for my family and my needs was relatively easy with their help. You won’t find a better team to work with.
My entire team from the beginning to the end worked hard for me. I can’t thank you all enough. I would definitely recommend the entire team. I’m so grateful.
Excellent service. Will be using again in the future.
