I used VU on three separate buys. The first experience was flawless. Ryan Cannon is incredible. He made me want to use VU a second time. That was literally the worst experience I've ever had anywhere. The woman who headed everything up was a (insert explative here)! I thought that this experience was a fluke, so against my better judgement, I used VU a third time. I can't say that the people on the customer facing side was terrible. HOWEVER, VU had in their possession ALL paperwork regarding the home I was buying for almost a month. One week before closing, they throw a water test/inspection on the well water. One week, when they had ALL the info on the house. Thus, delaying signing by over a week. The expertise on your underwriters team is lacking and unprofessional. This never should've happened.
Response from Veterans United
Hi Chris,
Thank you for sticking with us across multiple homebuying experiences and for taking the time to share this. I’m really glad to hear your first experience with Ryan stood out in a positive way, but I’m genuinely sorry that your later experiences didn’t live up to that same standard.
I can understand how frustrating it must have been to run into delays so close to closing, especially when you had already provided documentation well in advance. Situations like a late-added water test can feel unexpected and disruptive, and I’m sorry for the stress that caused. Your feedback about communication, timing, and the underwriting process is important, and it’s not the experience we want anyone to have.
I’d really appreciate the opportunity to take a closer look at what happened in your most recent loan and better understand where things broke down. If you’re open to it, please reach out so I can review your file and help address your concerns directly.
You can contact me at 1-800-212-5200 or ClientAdvocate@vu.com. Our team is available from 9 a.m. to 5 p.m. CST, Monday through Friday, and we’ll follow up as soon as possible if you reach out outside those hours.
Sincerely,
Claire S., Client Relations Manager
The entire team was amazing from start to finish. Very professional, knowledgeable, and responsive.
Leah Klasing was amazing as well. Very professional. Very helpful and informative throughout the whole process. The whole team was on point and professional the whole time and always let me know what was going on and helped when it was needed. I will definitely use the VU home loan again in the future.
This is our second time using veterans united and it won’t be our last! They are hands down the best at what they do. It is always quick and efficient, they check all the boxes and make it a smooth process and once all squared away they fund the loan within the same day. We are so greatful for all the resources they offer to make the move process easy in addition to being the best veteran lenders we have ever experienced. 10/10!
Exec Summary: The loan closed, but the process was marred by poor communication, dismissive leadership, and an insecure obsession with perfect scores over perfect service. Veterans deserve better.Veterans United’s post-closing survey request arrived with all the subtlety of a drill sergeant: “It is expected of us to receive a ‘10’ rating for the company rating on that survey – it would mean the world to us and really help out our team and company. If you think we did a good job, but cannot rate us a 10 it is better not to do the survey.”
Translation: Your honest feedback is welcome… provided it’s flawless. Anything less? Keep it to yourself. This single email speaks volumes about where priorities truly lie at Veterans United—polishing the appearance of perfection over delivering the substance of it.
The loan process itself was a masterclass in mediocrity masked as efficiency. Communication was consistently frustrating: multiple ignored email requests, responses that had zero relevance to the questions asked, and a general sense that correspondence was skimmed at best. I spoke with the loan officer exactly twice—both times only after escalating due to extreme frustration with his “team.” His go-to response? Downplaying clear lapses as minor “oversights” that could be easily dismissed. When you’re entrusting your life’s savings and a home purchase approaching $1 million, “oversight” doesn’t cut it. Veterans deserve professionals who read, comprehend, and respond with precision—not excuses.
This isn’t about one bad apple; it’s systemic. The hands-off, self-checkout-lane approach (“don’t bother us, just do what you’re told”) permeates the experience. The company positions itself as the veteran-first choice, yet treats borrowers—many of them fellow veterans—like inconveniences rather than clients deserving clear, effective leadership that demands the same from its staff.
If the service had truly earned a 10, no arm-twisting would be necessary. Instead, the push for artificial perfection only highlights the gap between marketing and reality. I submitted a 7, which in hindsight felt generous. Would I choose Veterans United again? Absolutely not. Plenty of lenders handle VA loans without making you feel like your feedback is a threat to their ego.
They had very good communication and walked us through every step
Hanna again shines with our mortgage needs and refinancing.
Everyone looking to buy must contact Clint Hamilton for a clean and smooth loan process. Clint Hamilton and his team provided the best service and opportunity for mortgage service of our lifetime. Thank you, Clint and team.
Totally above and beyond my expectations in every way.
Every body we worked with was great always there when we needed them and happy to answer any questions we had along the way!
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Justin and our entire Veterans United team made our home purchase experience a true joy! We will absolutely recommend Veterans United to everyone we know! Thank you so very much! Nelda and Lily Frazier.
Ms Emmy Curry and her team were very professional and very knowledgeable about the Refi process they kept me informed in every step of the way and I really appreciate their attention to detail. Thank you
Working with Todd and his team felt like having close family members managing my mortgage loan. I am a disabled veteran, and Todd invested the requisite time to get to know me to fully understand my needs so that he could best serve me from start to finish. To say that I am grateful is an understatement.
Literally amazing. Chris was more helpful than I realized one could be. Made the experience as stressless as possible!!!!
When we first began this journey we thought it was going to be impossible to get things done in our time frame. It was very impressive how fast and attentive our whole team worked. No matter what the situation is, they will work with it and help you with what you need to be done. We are so grateful for the work that Veterans United provided. This would have been impossible with them. Especially Josh, our loan officer. He was awesome to work with. We were very lucky to have him.
Jason and his team were AWESOME. We were kept informed along the way and they handled any little bumps in the road very quickly. This was well coordinated as to not cause any delays on our closing date. WELL DONE everyone.
Incredibly responsive. On the ball. Checklists and “to do” tasks are very clear and oh so helpful. User portal is the way to go. Most user friendly interface I’ve seen.
