Everyone that worked on my loan did a fantastic job, they were always available and always had answer if I needed it.
This process proved to be more difficult than it needed to be. At first Alex was great. He answered every single question I needed, basically at any time. But once the ball got rolling, things started to get extremely difficult.The main issue was communication with every single person on my team. Kristine Wilder, who was the loan coordinator, did a horrible job. We had an issue with the appraiser that wasn’t fixed until the last possible second, all of which Kristine was fully aware of. She didn’t answer any calls or emails from me, my wife or realtor. It got to the point where I had to talk to another mortgage company and file for an appraisal amendment.It wasn’t until I had to place a formal complaint on her. My realtor had to call her boss, and Alex had to view screenshots and emails, proving that we were trying to reach out to her, that she actually started to respond and finally help out.There would also be days that Alex didn’t respond either and time kept ticking, which led us to be extremely stressed about the situation. On top of all that, Blake, continuously provided me with the wrong utility companies.As a Veteran and first time home buyer, I honestly expected this process to go smoother than it did.
Response from Veterans United
Thank you for taking the time to share your experience with us, Robert. I'm truly sorry to hear about the difficulties you faced during your homebuying process. It’s great to know that Alex was helpful initially, but I understand how frustrating and stressful it must have been when communication broke down and issues started to arise.
It sounds like the main issues stemmed from communication gaps with your team, especially with your loan coordinator. I'm very sorry to hear about the delays and lack of responsiveness, particularly regarding the appraiser issue, which added unnecessary stress to an already complex process. It's clear we didn't meet your expectations, and I apologize for the frustration this caused.
As a Veteran and first-time homebuyer, you deserved a smoother and more supportive experience. Your feedback about your team is also noted, and we will look into how we can improve our coordination and accuracy in providing information.
We take feedback like yours seriously, as it helps us identify areas where we need to improve. I want to look into what happened and ensure we address these issues properly. Could you please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com? We're in the office from 9 a.m. to 5 p.m. CST Monday through Friday, but feel free to contact us anytime.
Thank you again for bringing this to our attention. We're committed to learning from this and improving our processes to provide a better experience for our clients in the future.
I have mentioned you already to friends. Thank you for making our home buying easy and stress free!
Great team and I'm happy with the service they provided from start to finish. I would gladly work with again and recommend Veteran's United to family and friends
Veteran’s United was great! First time buyer and the guided me through the whole process. Underwriting went smooth. Mirza answered all my questions promptly. Rest of my loan team was there right from the beginning giving advice and help whenever I needed it.
As a first time home buyer I was hesitant who to go with so did my research and chose to go with the number one place according to the internet. Veterans United didn’t disappoint. Kyle and his team far exceeded my wildest expectations. The loan coordinator Dene, my realtor Kristen who was also provided by Veterans United went above and beyond answering every question and call I had to include video walk through and going to the local title company to make sure everything went through all the way to the end. I can say with 100% Veterans United is the best company for house buying around. They are your one stop shop. Bravo Zulu to you and your team.
My husband and I will recommend Veterans United to everyone we know and will be using them again when we purchase our next home. It's a one stop shop that reliefs stress and creates a sense of family.
Honest, up front and definitely has the Veterans best interest.
Very easy experience and was verypositive
Veterans United team were very accommodating, patient & extremely helpful. They answered all my questions & concerns in a timely & professional manner.
I highly recommend doing business with this company, look forward to do business with them again.
This was our second time using Veterans United and we would definitely recommend to family and friends, we have always had a great experience!
Everyone on the team was great. I'm an idiot and had alot of questions and they were patient and answered them all. Also I worked nights and they worked around my schedule to help get this done. But best part was how simple and stress free they made the process.
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All team members were very helpful and responsive. I was never waiting to an email or a call back.
This is my first time buying a house and I had a great experience with the entire team. They made it a smooth process. I am thankful for them!
The process was good, the realtor that I was suppose to work through contacted me once or twice but did not respond after that. There was a lot more paperwork this time then last but I do understand it was because of my movement in jobs. I feel like there could have been a least some paperwork that transferred over from the previous houses that I bought through VU.
