The person who is to come to your home and review the paperwork you are signing when you begin the process is essential especially for first time home buyers. I think you will lose many potential clients not having this person because it is vital in the beginning of buying a house.
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?
