The whole process from start to finish was a smooth process through Veterans United. Eric Marcille and Kara Pruitt were phenomenal in helping us the entire way. Both were always courteous, professional and quick to respond to any questions or issues we came across. They were both also on top of the entire process guiding us through everything and making sure we had everything need to close on the house. Their dedication to working with Veterans is a model the Veterans Administration should take a look at and apply to themselves. Thank you all so much!
It was a nightmare
Response from Veterans United
Hi Charles,
Thanks for keeping us in the loop and for sharing your experience. I'm really sorry to hear that it felt like a nightmare. It's deeply concerning to know that we caused you to lose faith in our ability to get you to closing. We understand the stress involved when an unexpected complication delays a home closing. While there are aspects of the loan process that can only take place once all conditions have been satisfied, it is important that we take all feedback into account and look for ways to promote an excellent customer experience.
One of our Client Advocates is reaching out for more information and to discuss ways we can best serve you and others in the future. If you have any additional thoughts or concerns in the meantime, please feel free to reach out to our Client Advocate team directly at 1-800-212-5200 or ClientAdvocate@vu.com. We're in the office from 9 a.m. to 5 p.m. CST Monday through Friday.
The communication between myself and the lender's team has been mostly favorable. However, it could be better improved upon. Every time I got a call from Neil and his team (team refers to those directly involved in the process under him) I have answered and reciprocated. When I tried to call his team members, more times than not I have reached him but the fact that I stop my work and answer during my work time while when I call during my free time and the call goes to voicemail sours my mood. I understand the lenders are busy but the fact that I put in 110% into being as responsive as I can and I sense that the lenders don't do the same makes me feel that my standards are too high and if I work with them again in the future, I'll have that thought in the back of my head. If I call them, I'll have to leave a voicemail and wait for them to get back to me. That's the reason why I cant give the overall experience a 10. Neil was great at helping me through the process, but the team itself was more difficult to reach than it was for them to reach me. I feel that shouldn't be the case. Their text message system is also flawed as when I am in a group chat and get multiple messages from a bunch of different people that I would like to call but their numbers are not immediately available to me in the same text messages. I was unaware that when I called the group chat number only called the last person to respond and it took me too long to understand that the group chat number was the company number. I didn't even know that was a group chat until I saw other people put their names under their messages and thought I was just talking to Neil the entire time. That was my fault. I wish they would put their contact info/phone number under their name after each message so that I can just click the number and talk to the team member that I want to talk to directly. I have little to no time to look up their individual numbers from the emails that they send me and manually type in their number during my work hours when I need answers or even provide the machine response with their extension number. More times than not, I am too busy with my job and life management as I work with a tight schedule. That phone number underneath their name whenever they talk in the group chat with me would've helped me a lot. Other than that, there was a hiccup when it came to the questions the VA asked and I didn't understand the importance of the questions. My direct boss couldn't answer some questions as corporate has restrictions and they have to directly answer those questions, especially the questions related to the pay, pay rate, and guaranteed hours that I would work. It's my fault that I didn't understand the severity of the questions and had I known, I would've sent it to HR so they could send it to the appropriate members in corporate to answer. I wish I knew the questions that needed to be answered then I would've sent it to the appropriate chain of command in my company. That was where it was difficult to reach the Veterans United team, where I wanted to ask questions but got sent to voicemail. I wish I got a call back about it and was explained by the team what else had to be answered from my employers instead of me having to call the team, ask about those questions, and then try to resolve that last minute when I could've gotten the questions sent up to corporate a week prior. Overall, wasn't a terrible experience but definitely realized that I have to lower my expectations communication wise when trying to communicate with the team and expect to get a response several hours after I try to reach them and get a voicemail. I will always answer a call from them to the best of my abilities and do what i needed to do as soon as I could. I just wish that my initiative and responsive drive was reciprocated appropriately throughout the entire process and not just during the week of closing or when things needed to be pushed through right before a deadline.I would still recommend Veterans United to others but I would tell those that I recommend that it takes a while to reach the team or get a response.
Satisfied
Great service. I will be recommending their services to all my family and friends!
Michael, Joshua, Barno and Mary did an outstanding job. They were very helpful all the time and did their best to answer all of our questions. The process was made very easy thanks to them and their hardwork.
Thank you very much.
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Thanks for everything
Do not use George Adams! He is a pathetic agent!
George Adams did maybe $500 worth of work.Kirsten Austin is a G!
Thank for you hard work.
Great job Veterans United!
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Thanks for making everything fast and easy.
