I have never been so impressed with a company and my POC, Cara Musick. Not to downgrade anyone, but I've been with USAA for 22 years. Seriously, if you had an opportunity to work with someone who is a professional and a company that makes it so easy to get a loan, even though I have an over 800 credit score, other banks and lending institutions kept making it difficult. Veterans United did the exact opposite.
Overall was a pretty frustrating experience. There were too many people handling our loan. We had to send multiples of documents due to loss or missing between agents. There was a huge lack of communication with agents except Mike. At one point they emailed to ask if we were still interested in moving forward.
I know it’s a long process and can be frustrating, but communication on the process and less hands to pass through would have made it so much better.
Response from Veterans United
Hey Cassandra,
I really appreciate you taking the time to share your experience. I’m sorry to hear that the process felt confusing and that you had to resend documents along the way. That’s not the smooth experience we aim for, and I can understand how frustrating it must have been to deal with so many different team members.
It sounds like better communication and coordination would have made a big difference here, and that’s really helpful feedback for us to hear. I’d love the chance to look into what happened and see if there’s anything we can learn or improve from your loan process. You can reach me at 1-800-212-5200 or ClientAdvocate@vu.com.
We are available Monday through Friday, 9 a.m. to 5 p.m. Central Time. If you contact us outside of those hours, we’ll typically respond the next business day.
The whole Veterans United team was very helpful, polite, and motivated. They were very proactive in reaching out and answering questions, they definitely made me feel more confident about the home buying process! I thought buying a house was going to be one big, constant headache; but working with you guys made it so easy and now I have a house! Thank you!
Fast, efficient & very easy to work with.
I had a great experience buying my first home with Veterans United. The support covering all of the components from insurance to security, was immensely helpful.
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They have taken very good care of us and keep us up to date. Wonderful and easy to work with.
This has been my third home purchase utilizing Veterans United and they have been fantastic everytime. They make the streamlined and easy.
Every step of the way there was friendly, helpful assistance. This was the 4th home I've purchased in my life and it was never this good. The market is a crazy seller's market right now and the support was amazing in getting to the finish line. I hope I never move again, but if I do I'll be back.
VU Team is a team of professionals. walks you thru every step.
We would like to thank Jake Albers and vos team for the profesional Service they offered us, throught our home buying process! Jake was hands on every stop of the way! His constant emails, calla and text messages were beyond our expectations. We recommend Jake and his team without reservations.
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The process was streamlined and easy as most everything was provided in great detail with plenty of assistance.
Couldn’t ask for a better, highly professional and customer driven focused mortgage lender! My realtor, Kevin Owens, had made this specific recommendation. I have to say the entire staff was extremely top notch and really helped each step along the way. (HR did a great job assembling this team!) They also had a great management data portal system that was easy to use, follow, and understand which really complimented the home buying process. This was my 4th total home purchase and they far exceeded my expectations as well as any previous lenders used! The one thing that really meant the most to me was that United’s Team actually took the time at the end to hand write and mail me a thank you note! Unheard of in this day and age!! But.. very much appreciated!! Do not hesitate to use Veterans United as I wholeheartedly give them the best and highest recommendation that I can!l
Very professional. Information was pushed to me vice me asking all the time for info or what to do next. Very helpful answering questions and explaining the many different processes and why things are done a certain way. Great job.
So much paperwork, seemed like doing it over and over
Communication wasn’t there, I was told a few days before I needed well test done that I needed one when the results take a week to get back which stopped the refinance process and cost us another 2,000 payment for that month when we were planning on skipping that month. I was sent on a wild goose chase for documents that I had already sent in and was told I needed to resend them but when I asked another person there I was told I didn’t need them. I was also told by the VA that I didn’t need flood insurance and the underwriting team at Veterans United said it didn’t matter what the VA said they said I needed it and that was the last word. We had to have another appraisal written up just for them with flood insurance. The process wasn’t easy and it was very stressful.
Response from Veterans United
Hey Aaron,
I’m really sorry to hear how stressful your refinance turned out to be. You should have felt confident and informed through every step, not caught off guard by last-minute requirements or mixed communication. I can understand how frustrating it was to deal with delays, duplicate document requests, and the added cost from the timing of the well test.
Flood insurance requirements can sometimes differ depending on lender and federal guidelines, but that doesn’t change how overwhelming the situation must have felt. I truly appreciate you sharing this feedback—it helps us see where communication broke down so we can do better for future borrowers.
If you’re open to it, I’d like our Client Advocate team to take a closer look at your experience. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com.
Another fantastic experience with Ashley!
