Service was good overall. Try to improve on response time on to questions and not wait almost 48 hours to call someone back or send an email. Also when an appraisal is ordered and paid for by the buyer, the buyer should know the results first and not the seller. Even my Realtor didn't know.
I would make the home purchase experience more educational for first time home buyers. if it was a little more educational it might put first time buyers at ease as well as answer a lot of questions before they are asked.
Have the VUHL Loan Officer team actually work with the veteran in obtaining information instead of being rude and fighting with them. I am very upset about my experience.
Making sure the families have all the right paper work before closing.
Giving closing numbers before close would have been nice.I had to leave part way through the closing to get the funds to close.
Our experience didn't start off well. But once our loan officer was changed it went much better.
Improve communication. It seemed like I was always initiating contact. There were several times that it was tough to get information.
By explaining the details of possible changes that could effect the costs and not misleading the clients until the final hour of closing. Letting the clients choose their realtor and explain the process in better truthful details. If it wasn't for one of the loan officer really making every effort to make right the wrongs that occurred during the process. We were considering walking away from the entire loan, house and offer. Then we were told we couldn't back out without a law suit so were forced into the rate increase and loss of all earnest money we were told we'd get back at closing. We highly commend the diligence she put forth into trying to make up the unfortunate changes that occurred during on loan. She really stepped up and did more than we could of asked. It was by far the most stressful and horrible time in our life but thanks to her we got through it and now have a home. She salvaged what started out to sound like the perfect loan and all of a sudden everything that could go wrong did, she pulled us through though. Although we lost the rate and all the money we were told we'd get back at closing and then didn't. She made the loan work and at least we got the house.
