The reason I rates my over all experience with VU as an 8 instead of a 10 is as follows: my loan officers, Adam Crutchfield and Shannon Buckridge both get tens for their performance throughout thier process. However, I have to rate the experience overall as an 8. Prior to being assigned Shannon and Adam as my mortgage specialist I was previously disqualified pre approval. The reason for my disqualification was due to my wife's low credit score and Texas being a community property state. Through my own independent research I learned that I should not have been disqualified as minimum credit score for a non co aplicant spouse is not required. Only said spouses debts should be considered and added to the loan application. I contacted Shannon who agreed with this and she revived my loan application. From that point on my loan process went smooth and I was able to buy my home.
Better communication would be a huge improvement, you have peoples lives on hold waiting a simple follow up call would be appreciated. It may be just a bunch of paper on a desk in your office but to your clients it is a home. In addition, requesting the same documents over and over because they have not been passed on to the correct person is inefficient, I lost several days because of this and it cost me an additional $1250.00 in rent that I would not have needed to pay.
Keep your clients more informed. I think we slipped through the cracks because of a personal change and out made it as bad experience in the end.
Learn more about what deployments actually are and how to deal with spouses of a deployed military service member! Get an understanding and sincerity towards deployed spouses! It is NOT easy to get paper work signed and sent back to you at the drop of a hat by a DEPLOYED SERVICE MEMBER! Make sure you READ ALL THE DOCUMENTS your clients send you, like for example Power of Atternories, to make sure they are what you need instead of telling me TWO DAYS BEFORE CLOSING THE POWER OF ATTORNY I SENT YOU TWO MONTHS AGO WON'T WORK FOR A VA LOAN because you didn't read it or you didn't know. Most of the questions I asked the loan officers were unsure, which surprised me because they are supposed to be expierenced in dealing with military. Also it would be nice if the loan officers would respond to emails and voicemails, but they hardly ever did. I always had to keep calling and emailing to get in touch with anyone! It made me MAD when my loan officers would inform everyone BUT me on the process of the loan. It was a horrible, stressful, LONG experience and it would've been nice if the loan officers would've been more punctual because I am the spouse of a deployed service member and raising our 11 month old son. I've got enough to worry about and my loan officers didn't do anything to help take the stress off my shoulders some. One of the loan officers actually asked me, in an email, if my husband were going to come home for closing!!!!! Like it was no big deal for him to hop on a plane and be here for closing, very insincere!!!!! Another loan officer informed everyone on my end (agents, title companies, ect) that we were clear to close, without mentioning to them that he had asked me last minute to get an "alive and well statement" signed by a Commanding Officer of my husband who is, as I mentioned, DEPLOYED! So I then had to crush everyone's hopes of closing because it isn't easy to get paperwork sent to a ship, signed, and emailed back! Shocked by clueless loan officers.
Information and paperwork needs to be gathered and acknowledge in a more timely manner. Phone calls need to be returned within at least 24 hours so that customers do not have to call numerous times to get loan officers. Your loan officer never returned voice message calls. We lost 5oo.00 dollars on moving arrangements. We did not close on the date of contract in which no one from Veterans communicated we would not close until Wednesday before closing. All parties involve in the sell of house and agents where extremely upset. Veteran's loan officer was aware in writing of monies lost. Not to mention unnecessary time taken for vacation to move and close. Lack of professional communication.When we got to closing a week late it took 4 1/2 hours because Veterans had not sent proper paperwork to the closing attorney.The attorney had to wait on the representative to call back from Veterans as much as 45 minutes at one time accumulating a 4 1/2 hour closing . The attorney did 2 closing why we waited in delay. She apologized and eventually asked us to go have lunch and come back.Our initial start with Veterans and Matt Foster was excellent and we were so excited about our journey to buy a new home but the lost of money ,time and stress before and during closing was not a professional experience. We do love our new home and we thank Veterans United Mortgage . The final thought to leave you with is : How would Veterans like to loose 500.00 dollars?
This was a tough loan for sure. I appreciated Lee's and Morgan's help in the beginning, but then it kind of fell apart. The more difficutlt it got, the less contact we received. I asked several times about locking in a rate and Lee assured me that it wasn't necessary. Then the rate went up by .75% and cost an extra $100 per month. There was one time I called Morgan and it went to voice mail. I began to leave a message and he cut in and answered it. He said that he was on the other line and I said sorry. He said, "No problem, I didn't really want to talk to her anyway." Of course I have no idea if it was an internal or external customer, but it was very unprofessional. There were many times that I was told that I would receive a call by a certain time and would receive one. Once Lee stated, "I thought that if it was bad news, it would be best to wait for later". Again, super unprofessional. One time my husband mentioned to our realtor that these guys didn't know what they were doing and were unprofessional. He immediately called Lee and told him what was mentioned. Lee, in turn, called my husband and gave him an earful. Again, highly unprofessional. Buying a home is extremely stressful and if they can't take some comments and roll it off, then they need not be in this business. We have bought several homes in the past and understand the experience. Finally, when we went to our appointment at 10AM on Friday to sign the loan docs, we had to wait 2 1/2 hours for the paperwork to be sent to the closing attorney. Then they weren't even correct! There was a $2000 error that thankfully I saw or we would have paid too much. Also, I was assured from Lee that our house would fund that day. I spent many hours scheduling utilities, the movers, and the carpet cleaner, only to find out we couldn't fund until Monday. I had to call everyone back and reschedule EVERYTHING!! I am glad that we got the loan, but it could have went a LOT smoother if they paid attention to detail and followed up.
I think to be approved and someone say go find your home is alittle bit misleading. This is something people arent expericence at. its stressful. My point is this, the older the house the more issues to make it. Nobody fault. but somewhere in your your talks make buyers know they dont have to jump at the first house they see. Its a process. The older the house, the more you protect. And the more issues are coming up. If someone is truly approved, go for the best. For me i thought the appraisal was huge. Meaning somewhere in supporting the buyer, you got to say the older the house is, the more possiblitie there will be issues. That go to the talk between buyer and seller, repairs etc. I guess im saying dont sell yourself and family short. Just give alittle more advise on picking a older house. The trobles you will face. The support will be there, but there might be issues. Shared that information..
It was pretty easy just time consuming.
