Thank you for helping to break the process down into simple steps, keeping the application on track, and providing transparency.
The loan process from beginning to end was so much easier to use then others I have used in the past. My loan team was easy to talk to and was very responsive. We are very happy to finally be in our new home and look forward to the future. Thank you Veterans United.
I appreciate that Veterans United was so willing to work with me on my home loan. There were multiple areas, however, that could have been improved. I was originally misled by statements that I would not have to produce funds to secure a loan as well as statements to the effect that the documentation that I had initially provided would be sufficient to secure a VA home loan through Veterans United. This simply was not the case and I was often pressured into providing documentation in triplicate to support simple, fact-based statements that I made regarding my personal finances, previous employment, and education history, in addition to nearly three thousand dollars that I had to secure prior to closing. At multiple points during the late stages of securing the home loan prior to closing, I was under obligation to make phone calls on behalf of myself AND Veteran's United to secure documents or information from financial institutions or previous employers. I am unsure why Veterans United was unable to secure the same information using their own resources and labor. Simple Google searches would have often provided the contact information requested or the email address of a potential contact or lead. In a few instances, the documents I was asked to provide simply did not exist. There seemed to be a severe disconnection between my loan servicing team and the underwriters. In order to secure my loan, my loan specialist ultimately chose to use a different underwriter. I feel that this decision should have been made well before it went into effect. I felt as though the requests for documentation were abusive at times and the specifics of documentation were quite vague. While I am happy that the process ultimately ended with closing on a home, it was quite different from home purchases I've made in the past and I would rather not go through this process again. I know that a lot of effort and time went into this home loan, though it often came at the cost of my own reputation with friends, family members, and my employer, all of whom I consistently reassured that I would be closing soon, only to turn around a few days later and inform them that the closing had been pushed back again. The only true way to characterize my perceptions about Veterans United during this process is mistrust by VU toward the home buyer.
Response from Veterans United
John, we appreciate your honest feedback and we too were thrilled to be able to assist you into your new home. Team work, clear and effective communication are essential to our ability to deliver exceptional service and we have established means to prevent experiences like yours. Our Client Advocate team is here for you to help ensure an outstanding customer service experience, and we invite you to connect with us further. We understand that the underwriting process did not meet your expectations. The mortgage process can certainly feel intrusive, but we want to reassure you that this in-depth analysis is a worthwhile step. Licensed Underwriters comply with regulations to ensure loans are properly documented, and we work to make that process as easy as possible. The underwriting process serves to protect the integrity of our industry and families who might otherwise fall into a financial hardship. Please do reach out to us if you would like to discuss your experience further. Thank you for giving us the opportunity to serve you, and we hope you enjoy your new home!
I enjoy Emily and Aley who took care of me for relocation and ensure all my paperwork was correct for closing. Alley truly took a load off of me, by providing the names and contact info for everything relocation (phone, electricity, water, schools and the surrounding area). ALLEY was another gold standard bearer for Veterans United!!!
Derek has set the standard for customer service and I will highly recommend him to anyone in the market.
They take you through it step-by-step and explain everything to you. Which made it quick and easy to get to the closing great people
My mother always told me buying a home was tedious and aggravating. I've never called my mother a liar, but Veterans United makes me want to challenge her claim!
Veterans United is the ticket to a new lifestyle. My officer Nathan was on his game and then some. They honestly want to put you in a home.
Elizabeth Brown also helped me during my home buying process. Elizabeth was professional, personable and kind and answered any and all questions that I had. Elizabeth was also very good at either returning my phone calls or answering my emails.
I greatly appreciate the effort that she placed in answering any and all of my questions.
Thank You Elizabeth!
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Ben Long and Brooke Lutz were very helpful and definitely on our side.
Working with Jamie and his team was a true pleasure. Thank you for your hard work.
Austin and Kimmy did so much for me and helped me understand the process. They made buying my first home very simple and easy. I got a great rate and they moved fast.
