This was the worst home buying experience I’ve ever had. I will never choose VU as a lender again. Our original loan officer Jody Overacre was wishy washy with most questions we asked. Time lines were unclear. He would give us one answer and later another. His communication with the buyer and sellers agents was lacking. Every hiccup was some else’s fault, like the title company. But in speaking with the title company they showed emails where documents were returned the same day they were requested. Our first loan fell through because my husband was laid off from a union job. Both the first and second were were told we were on track to close on time and then needed long extensions (2 weeks) not just a day or two. We weren’t told told employers couldn’t be contacted but the first time we called we got through immediately and were told they never received a missed call. This was an assumption loan otherwise I would have gone with a different lender immediately. After eventually asking for the loan to be assigned to someone else it was assigned to Moya who I did not one talk to on the phone. Steph handled everything and she was part of the original team anyways. I will say I really like Kaitly who helped with the process while covering for a vacation. She explained things in detail
And was very friendly. Otherwise there are too many departments and people have trouble communicating with each department. The seller would call and get different information than I would get as the buyer. Communication with underwriting seemed to be a challenge. I appreciate the work Steph did to get the final approvals.
Response from Veterans United
Hey Erica,
I’m really sorry to hear how frustrating and disorganized this experience was for you. Buying a home is stressful enough without confusion and shifting timelines, and it’s clear that we didn’t provide the steady guidance and communication you deserved.
Having to navigate through unclear answers, finger-pointing, and communication breakdowns—especially when your livelihood was already in flux—is completely unacceptable. I understand how discouraging it must have been to be told everything was on track, only to find out last minute that extensions were needed. That back-and-forth erodes trust fast, and I hate that you were left feeling like no one was truly taking ownership of your loan experience.
I do want to acknowledge that you still gave credit where it was due. I'm glad Kaitly and Steph were helpful during such a difficult process. They’ll be thankful to hear that their support made an impact, and I’ll make sure your kind words are shared with them.
Even though you’ve made it clear you wouldn’t return to us—and I understand why—I’d still really appreciate my team to have the chance to review your experience in more detail and share this feedback with the right teams internally. If you’re open to it, we’d welcome a call or email 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, but you can reach out anytime.
Excellent customer service. Made the process easier for me and my family. We feel really happy and satisfied and will love to do business again. Thank you! Thank you Veterans United for the excellent service provided to me and my family, We are super happy and satisfied. Looking forward to doing business with you again. Thanks to my loan officer Terry Schoonover for helping me through the process and for making this process smooth and easy!!
The team was amazing Chris took excellent care of me walking me through each step
Absolutely wonderful first home buying experience. The whole team answered all my questions and calls to give me several options.
From the very beginning to the closing everything went great. Most documents were online and easy to complete and made the experience excellent. Every person that helped us were very professional and knew exactly how to plan everything and execute it every step of the way. Thank you all!!
Amazing service and support from start to finish. The process was simplified by the entire team working together with me and showing they care about my situation. I will definitely look in the future to working with them again.
Alex and the ENTIRE Team at Veterans United were Absolutely Awesome throughout the process of buying my home. Their service was excellent. They were professional, available, responsive & very helpful. I highly recommend them!
Best decision ever to go with VU San Antonio you guys rock thank you. Alea Schuyler made it easy for us to get a beautiful home. I would recommend her she will do everything possible to make it work for you. We love our new home and are extremely grateful for Alea’s hard work and dedication
Ty and his team was extremely pleasant to work with. They helped me to get my 1st home at age 20! Super thankful for them.
Hands down from start to finish, the whole experience was great. My team was awesome and very wonderful to work with.
Ian Reed was great to work with he did everything he could in his power to get me into my new house and I certainly appreciate it from the bottom of my heart. Tanner Smith it took a little while to get in contact with him but, afterwards he took very good care of me and I appreciate everything that he did as well. Just like I told both of them communication is everything when it comes to dealing with big issues like buying a house and I'm very huge on communication. But overall my team did a fantastic job and I would not be in my beautiful house without them and their hard work. Plus, my four legged kids enjoyed their treat basket that was sent I thought that was lovely thank you guys so much and I surely will tell everyone that comes across that is associated with the veterans that you all made it a success.
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As a first-time homebuyer, the whole process felt overwhelming. But CJ made everything seem easy, especially after all I had read about how difficult and complex it could be. He explained everything to me in a way that even a child could understand, giving me a clear and seamless understanding of the entire process.
Veterans United were great with guiding me through my first home buying process. Communication without delay !
My family and I are exceptionally grateful for ALL of the help, patience, assistance, and advice our Loan Team gave us from the START. Tyler Kettle, Nina Chapin, Holli Schutte, were all amazing individuals. The key to our relationship was communication. From a buyer's perspective, you NEED to check your online portal every day. When you get a task on the 'To-Do's' list, complete it ASAP. IT will make your loan experience REALLY EASY, and it will make your Loan Teams' job a lot easier.
Overall great process but communication between my closing attorney and VU requires improvement. Specifically, I had to be the go between for a lot of communications including sending files that they could not send to each other.
