Amanda should be the example for your customer service and operations model way of doing business. I know it sounds over blown but I've seen a lot in this world and people like her are rare.
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Kai was very instrumental in helping me get through this trying time of moving into a rental and helping me get into my house early. I feel that she had a good disposition and truly wanted to help instead of treating me like a number. I know that there are a lot people who assisted and helped in the background. Thank you to you and all your staff.
Tammy and the Veterans United team did a great job in communicating and explaining and answering all of our questions. I always look for companies who provide great customer service, Tammy and Veterans United exceeded my expectations.
Brian Schulz/ Shelly Nieman
Please consider Mr. Swenson for any future promotion opportunities or for any bonuses. I believe that he is the rare type of person, in this day and age, who can create great success for Veterans United Home Loans, and I consider him executive material based upon his military leadership abilities!
He diligently stayed with our loan process and worked out any "kinks" that popped up along the way to ensure everything was ready for successful closing. Let's face it; loan processing can be stressful for applicants. Shawn, by combining forces with the applicants, has made the loan process palatable for all concerned. It takes a special person to strike the right balance and Shawn Swenson is that person!
Each time we went to see Zoe, everyone else we came into contact with were very friendly and accommodating. We were treated professionally and with respect so we didn't feel like another business transaction. We will recommend Zoe to friends and family right away as our experience left a lasting positive impression. She was thorough from start to finish and that is a relief as we were first time home buyers. The process was flawless as every detail was explained or brought to our attention. Zoe increased our level of confidence and I am very grateful to have walked into the office that day I did determined to start the initial process. She is an asset to the company!!!
Jeff deserves all the credit in getting us to where we are at. He is dedicated, motivated and in my opinion a great asset to your company. I have never worked with someone in the financial field that actually contacted me after hours to just update me on what is going on or to see where we were at with something. He is the reason we continued to use Veterans United and not another financial institution. He is the reason we will recommend your company to my fellow veterans. Thank you to Veterans United and a special thanks to Jeff Gordon.
We also received an email from someone with the company containing someone else's personal information. When Jeff was notified his response to me was it was from another department not his. We felt like our concern was disregarded. We are still concerned that our information may have been compromised as well. I guess we will never know.
We have purchased several homes and refinanced a hand full of times, this experience has been the worst so far. We don't know where the fault actually lays because each time we had a question or complaint excuses were made. Very disappointed over the whole experience.
We also had an issue with the home appraisal as the guy was late due to not being able to find our home. How can an appraiser know the area if he gets lost? He also was very rude and seemed like we were annoying him.
The notary called us on a Thursday to set up for the following Monday and then called me on Friday to say she couldn't come Friday because she didn't have paperwork yet.... When she showed Monday she had a man and child with her in the car who waited for her. Very unprofessional. She also was giving us financial advice during the signing I didn't know that was part of her job.
This whole process has taken so long we also had to pay more interest on loans we were trying to pay off and also had an account for 33.00 to a credit card that we had paid in full and closed. We told this numerous times that this account does not need to to be paid. Heard from the title company that we had to sign the close account page that was being sent with the notary. We agreed. Then received another call from her stating the account has to be paid again even though I supplied a statement showing the account was paid and actually had a credit. This is obviously due to someone again not doing their job at veterans united. We started this process around September 10 and closed october 31. No refinance should take that long.
We also switched homeowners insurance in this process and we were given a close date of oct 15 so thats what the homeowners was told, that obviously didn't happen so we had a lapse in our homeowners.
When any of our concerns were brought to Jeff's attention all he did was say sorry and blame someone else. At no time has he ever taken blame for anything. We paid a hefty price to use Veterans united due to their reputation. We could have easily gone with a company with lower fees. At no time were we ever offered any type of financial compensation, which angers us beyond belief. All of these incompetent people are getting a nice little pay check for doing the worst job ever.
This is the second time we have used Veterans United, the first experience was awesome, and this one was the worst we have ever had I'm not sure how a company can go from a 10 to a 1 in three years. As stated above we will be making a formal complaint with Veterans Affairs and also the Better Business Bureau.