First, Madison does Not return phone calls. This is very frustrating. I sent in a letter from the mortgage company on my previous home that had in bold black letters, PAID IN FULL. The day before closing, I was asked to DocuSign a statement saying that my current house was paid in full. The closing statement wasn't sent to me until the day before the closing and then we had to wait another 3 days to close. I specifically stated that I had to close on or before October 1, 2025. Your employees and their lack of attention to detail kept this from happening. Also, on September 23, 2025, I sent photos of the water heater line being encased in conduit and the drain line draining to the outside of the house. I was asked about when the repair was going to be done the day before the theoretical closing.I do not appreciate having to resend documents because your employees are negligent in their jobs. I have previously bought and sold 9 houses and 3 pieces of property. I have never received such poor service from a mortgage company.At this point, I would never recommend your company to an enemy, and certainly not to a friend. This is the worst mortgage experience that I have ever had.
Response from Veterans United
Hey Annette,
I’m really sorry to hear about the challenges you faced during your loan process. The stress and frustration you described around communication, document handling, and closing delays aren’t what we want for anyone working with us. You should always feel informed and supported, especially as closing approaches.
Sometimes additional verification is needed right before closing to confirm details or meet loan requirements, but that shouldn’t come at the cost of clear and timely communication. I’m sorry that didn’t happen here.
I’d like my team to take a look more closely into your experience and make sure your feedback is shared with the right teams. Please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com when you have a moment. Our team is available Monday through Friday, 9 a.m. to 5 p.m. CST.
For home buyers using the VA home loan, I think VU is a great choice; they understand the process very well and walked us through it. The online portal/to-do lists were also straightforward and easy to use. The only hiccups we had related to the underwriting process; the underwriters seemed to struggle with keeping straight who was the primary and who was the coborrower, who was the veteran and who was active duty, etc.
Never ever EVER have I felt this well taken care of as a customer like I did with Veterans United. My loan specialist Terri and her team went above and beyond when accommodating me and my home buying needs. I love the ease of being able to just text them when I had a question and getting a response immediately instead of having to email or make calls back and forth. I have nothing but great things to say about Veterans United and my loan specialist. Thank you for being so great and taking off so much stress of the home buying process!
This is our pu4chase through VU. Thank you all for making the process smooth both times.
Terrie & Steve
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Cannot express enough gratitude towards Veterans United. The whole team is excellent and guided me through the whole process. My deepest thanks for all your support and efforts!
Nick, Eric, and their team of professionals were outstanding. They went the extra mile and I am truly grateful. Thank you again. Shalom. Arthur
If you're looking to buy go VETERANS UNITED! They do what they can to make your dream come true! We closed in 33 days! Tim Spears was amazing, highly recommend him. The experience of buying a home through veterans United was fairly simple, and quick! I had the pleasure of working with Tim Spears! He was awesome at making sure we knew exactly what to do and how to do it. Also provided tons of info and have contacts for other people to reach out to! Very down-to-earth and awesome person!
Quick and effective communication. Definitely kept me in the loop on everything
I have never had such a great experience with a new home purchase until now. My team was lead by Lindsey Edgell (Loan Officer), along with Kari Frank (Loan Coordinator), and (Chris Cole) Home Buying Concierge. Combined, they made my loan approval experience smooth and successful. They rode this process by my side all the way. I would highly recommend Veterans United to handle your home loan.
This was a great home buying experience. The process moved quickly and efficiently. Matt and his team were a great help.
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Nathan and Bailey were great and very quick with the process and answered every question I had.
These guys make the processes so simple! I love working with them!
The overall experience was awesome. From start to finish, I felt as if my loan was the only one being worked. From updates on the loan process to getting my insurances, the experience was A1.
I have used Veteran's United several times and have been and continue to be extremely satisfied with their professional personal service. From my view, there is no better organization to work with for my Mortgage needs. Very Very Pleased
