When we spoke to Joel for the first time, Joel provided us with great advise. We automatically knew that we were in good hands. His professionalism and great personality made us feel that he was truly here to help us. We knew that we were working with an experience loan specialist that knew what he was doing. Joel explained the process in detail and always answer our questions. Joel always kept us informed even when he was waiting for a response on our file from other departments. I am a person that micromanage, always stressing and worrying. During the process, I had a lot in my plate with work and other issues. My point is, that I was not stress or worried due to Joel personal attention. I felt as if he was doing that for me. Someone else who is compassionate about what they do. I can tell that Joel loved what he does which a load off my back. We believe that Joel was a blessing to us. Joel is very valuable and an asset to your company. I will recommend/refer Veteran United to all military personnel. I am requesting flyers or cards from your company and from Joel to post in my police department (whom are mostly in the military) and to post at my military unit board. We are very very happy with Joel Gigler and consider him part of our family. We are fans of Veterans United.
Harris Giger should get a raise! This young man enjoys what he does and does a good job at it.
Thank you Zach and Koleen for all your help throughout this process. You both made the transition from renting to owning our own home very easy.
Service provided from Veteran United Home Loans was a great experience. I will surely recommend them to any veteran looking for a loan.
The most important and positive character trait Mitch has, is a servant attitude. He serves the client and that trait shines when he called or wrote me and the job got done. He puts his client first...always and it shows. I appreciate Mitch and hope to be counted as a grateful friend.
I don't know where I would be if Ryan wasn't in my life to make this journey in owning my own home. I thank Ryan for all.
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It was alright. He had a good knowledge of construction which helped and never fed you lies. I did feel he was busy and I often did all of his leg work. Towards the end I felt left out of the loop. Overall he was good.
I wish I could have had your team on my tank crew.
Leanna went above and beyond what you would expect. During the week, evenings, weekends she was there to answer my questions and be certain that we understood the process.
The unknown or uncertainty is one way of creating stress on a customer. Establish a procedures to avoid creating stress on your customer by keeping them inform with any change and with time to for them to react to any demands. When a customer is told that you are good to go that mean that every is good but if you continuing getting demand for more and more documents days before the closing that mean that you are not good to go giving you the impression that someone is not properly checking your documents or the under writer is waiting for the last minute to look over your papers. Every situation is different but for my situation the uncertainty, the not knowing what is going on and those last minutes request after told every is good to go can disrupt your daily life and create desire of not doing business with your institution. Example: We were unable to go our prepay paid vacation another island (Kauai) due to yes, not, may so, we are signing, we are not, now we need this or we don't need that, we might need that but may we let you know, next week days before closing... yes we need that causing many reaction that depend of other to react such other company in another state with the time different and those company sometime require 7 days to processing your request is a no a win-win situation for for the costumer, the business and everyone involve. Please improve the process of how to get a loan complete with in a good time frame and avoid last minutes stuff.
Both VU and Aubree made this whole experience so easy! We have been scared to buy for years, but our troubles were set to ease dealing with Aubree!
While my words above are short, I can't express how great the home buying experience has been with Durell. I hope she gets the recognition she deserves because she is an asset to the company and business model.
Craig was great. Great knowledge and very helpful in the buying process
Tim was more concerned with my wife and I finding a comfortable home as opposed to finding just a house.
Words can not express how wonderful this experience was. Jeff and Justin always keep us informed about our home loan process and the documentation needed to move the loan forward. Very pleasant group of individuals to work with. Very knowledgable and extremely professional. I would recommend them beyond a doubt for anyone wishing to finance a home utilizing their VA benefits!!! Thank you!!!
Originally I was referred to a Realtor named Julia Burch. I felt like she was knowledgeable, however, she was not very helpful. We went out looking at homes approximately 2 times, both times she had me meet her at the homes we were seeing, rather than picking me up and taking me to the homes. She seemed to handle everything by text and email which made scheduling appointments very time consuming with too much back and forth. I began looking for homes myself and would email them to her and it would be days before I would get a response and it was too late in some cases as homes were selling. I finally asked to be given another Realtor because it just wasn't working for me.
Robin Hatcher did come and pick me up to go look at homes once she was assigned to me. I wasn't sure of her level of knowledge, she seemed to know very little about benefits for Veterans that might be available. But I began to have concerns. I made an offer on a home that was advertised as a pre-approved short sale. We were having a hard time getting an answer from the bank (I realize this is common) but I finally decided to look at other homes since it didn't look like the short sale would be approved. I found another home, a HUD foreclosure that she encouraged me to put a bid in for. She
then called me at 4:30 that evening to inform me that she needed a cashier's check for the earnest money by 9:00am the next day. My bank is out of town and that was going to require a lot of work for me and I would incur Western Union fees but she said she HAD to have it.
I spent the entire evening on the phone transferring money, then going to purchase the cashier's checks and made them payable to Homeland Title as instructed. The next morning she called and told me nevermind. We knew the house was an "as is" property. The hot water heater was not working and the water couldn't be turned on or it would leak out of the broken tank. Joel had mentioned to me the previous evening that HUD usually fixes those things as the homes have to be inhabitable to be put on the market, generally speaking. Robin explained that the deal just wouldn't work because of the hot water heater. I immediately asked her what I was supposed to do with $1000 worth of cashier's checks made out to Homeland Title. She said she would get them from me that afternoon and take them to Homeland Title and get me reimbursed. A couple of days later she told me they had just endorsed them back over to me and she had them and would get them to me. Approximately two weeks later she still had not returned the endorsed checks to me. She, then called me one evening to tell me very good news. The bank had approved the short sale on the home I really wanted, but she said she was having a bad day and would call me the next day to discuss it more. The next day, without any mention of my $1000 endorsed checks, she called me to make sure that it was okay to deposit the check I had written for earnest money on the short sale home. The next day was my only day off and I was preparing for a knee surgery and was encumbered with preoperative appointments, etc. So I had my girlfriend call to see if she could make arrangements to get my money for me. Robin stated to my girlfriend that she didn't know when she could get them to me and when pressed she finally agreed to leave them at her office. My girlfriend drove over 30 minutes each way to pick up the endorsed checks for me. We couldn't understand why anyone would want to be responsible for endorsed checks (basically cash) that belonged to someone else.
She never apologized for the complete inconvenience, nor did she take any ownership over the fact that if she had done her research she never would have had me procure the money in the first place. But I realized Joel knew what he was doing.
At some point Robin and I discussed my interest in obtaining more information about a home warranty. I never received that information so after spending approximately 5 hours one Saturday my girlfriend and I researched and found the company and plan we wanted to purchase. Without any further conversation or any information about different programs available and plans, I received an email from Robin's assistant with an invoice for a home warranty Robin had ordered on my behalf. It contained no details of coverage or any explanation. I emailed back that I would be purchasing from another company and did not wish to purchase the plan she had chosen. Through our research I had learned that the company I chose had just purchased the company that Robin had ordered a plan from on my behalf. The plan I chose was definitely a better plan for me and my needs.
As I began to look over checklists and items associated with the purchase of the home (items Joel provided me with) I noticed a Pest Inspection requirement. I called Joel, who was always either available or very quick to respond, and he said he would find out. He called me back and said he had spoken with Robin and that the Pest Inspection was nothing for me to worry about as it was the sellers responsibility.
Shortly thereafter I received a voicemail from Robin reprimanding me for not going "THROUGH HER" with any questions I had as it could "slow down the process". I emailed with some honesty, and stated that I would go to whomever I trust for answers to my questions.
A few days later she called and was concerned that I did not trust her. In so many words paraphrased, I told her that it should be a two way street. That I did not think she should be making decisions on my behalf without discussing options with me and that I felt it was inappropriate for her to demand that I come through her when she isn't communicating with me.
She did appear to be more responsive after that conversation but I still relied, mainly on Joel for information when I needed a question answered because we had developed a good working relationship through the countless number of phone calls back and forth and I trusted him.
I didn't really need to ask her questions anyways.
I closed on the house on May 9th and as of this morning (15th) I had not heard from Robin Hatcher. I had to email her to have the listing agent come and remove the lockbox from the back door (they apparently forgot they had put one there) and I received a two sentence response- "Will do. How is everything going?"
My girlfriend's last realtor brought her a plant and a thank you card and even showed up on moving day with a meal.
I am happy to have navigated through the process and finally be in the home I wanted. I would not recommend Robin Hatcher to anyone I know and I certainly would not choose to work with her again. Joel G., on the other hand, would be the first person I would call if I was in the market to purchase another home.