The GOOD: Daniel Roberts. During the entire underwriting phase of the loan, Daniel was kind and genuinely interested in making this phase of the loan process as simple as possible. He consistently kept communication with me and worked diligently to ensure that I understood and felt comfortable with the process. On several occasions, he assisted me and advised me on better courses of action to take when I had difficulty obtaining documents to place in my file. I truly wish Veterans United had “1000 Daniel Roberts” within their organization because he understands “great customer service” and is the walking blueprint that their staff should follow. If so had to rate his performance, he is a twelve, on a scale of one to ten. He’s not that good, he’s great at his job.Now the BADEverything in the loan application process, though tedious, was great UNTIL the loan was approved for closing. Closing documents went from Veterans United owing me $8k+ to me owing them $10k+ which was an $18k+ swing that just didn’t make sense. Not only that, but I initially told the lending agent I wanted a low interest rate and didn’t want any closing costs. It was their job to work with me and find the best solution to achieve both but during the entire process I was told, “ you won’t have closing costs.” I received SEVERAL different closing statements to review before finally having the opportunity to talk to a team lead to resolve this issue. After talking to the team lead (Aaron Swanner) he assured me that with the new interest rate that I selected, I wouldn’t have any closing costs but then I received a closing document to review which stated I would owe $400. When I questioned this, he apologized and said Veterans United would make it right, correct their deficiencies, and that he would request a Lenders credit to make sure there were no closing costs. Well, that was either a lie or a great misrepresentation of what happened because all they did was take money that my real estate agent was giving me at closing ($750) and subtracted the $400 that they initially said I had to pay and gave me the rest at closing. They (Aaron) said that this is not what happened but when you deal with an organization that continues to fix their mistakes throughout a process, it’s hard to believe what is THEIR truth versus my perception of reality.
Response from Veterans United
Hi Kenneth,
First, I really appreciate you taking the time to recognize Daniel. Hearing that he made such a positive impact during underwriting means a lot. It sounds like he showed up with patience, clarity, and genuine care, and I am grateful you had that kind of support during such an important process. I will be sure your feedback about him is shared.
That said, I am truly sorry for the frustration and confusion you experienced at closing. An $18,000 swing on a closing disclosure would feel alarming to anyone, especially after being told there would be no closing costs. Receiving multiple versions of closing documents and feeling like the numbers kept shifting is understandably unsettling.
While interest rate changes, lender credits, and third party credits can impact final figures, you should never feel unsure about how or why those changes happened. Clear explanations matter. If that clarity was missing, that is something I want to look into.
I would really appreciate the opportunity to review your file and walk through the numbers with you to better understand what happened and address your concerns directly. Please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. CST, Monday through Friday. If you contact us outside those hours, we will typically respond the next business day.
You are still part of the Veterans United family, and I would like the chance to make sure your experience is fully heard.
Sincerely,
Claire S., Client Relations Manager
Exceptional in every aspect of the home buying experience. Timely communication, friendly team members, and always left me confident at every step of the way. I would 100% recommend Veterans United to other home buyers.
Thank you everyone for making my first time home buying experience fast and smooth. I appreciate everyone's prompt communication and knowledge throughout the whole process. I felt like I had the best team to work worth in helping me purchase my home.
Extremely professional , quick responses and helpful every step of the process.
Wel I have a son that want to buy
Chris, Jenny, MIchael, and the entire team was wonderful during my first time purchasing a home. from the random 9pm emails, to the helpful process. they took care of me and made buying a home not scary, and i felt confident the entire time.
Great communication all around. Highly informative and helpful which made my first home buying experience a smooth process.
Never in my life have I been so shuffled from agent to agent, failures to return calls and constantly resending documents to different places. This made us feel as if we were getting nowhere and that we might not get the home as desired. We were on pins and needles up until the last day. Not a smooth transaction at all.
Response from Veterans United
Hi Roland,
I’m really sorry to hear how stressful this process was for you. Being passed from person to person, having to resend documents, and not getting timely call backs would make anyone feel unsettled, especially when so much is riding on the outcome. That’s not the experience we want for our borrowers, and I understand why you felt on edge right up until the end.
Your feedback matters, and I’d appreciate the chance to look into what happened behind the scenes and learn where we fell short. If you’re open to it, please reach out to our Client Advocate team so we can listen and better understand your experience. You can contact us at 1-800-212-5200 or ClientAdvocate@vu.com.
Our office hours are 9 a.m. to 5 p.m. Central Time, Monday through Friday. If you reach out outside those hours, we typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
This a a good start for a new homeowner through Veterans United they are very professional and helpful, I will recommend anyone to go through Veterans United because these people are great...
We are so happy with our new home! Cole at Veteran's United and his team made it a seamless process. They were always available to answer any questions we had.
Bobby Moss and his whole team -especially Lynette- were wonderful to work with. They answered all of our questions and returned all emails and phone calls quickly.
Zach and his team were outstanding as they were prompt to respond to my questions and very knowledgeable. Zach was very easy to work with and I did not feel pressured as I felt my concerns were being addressed.
I was a little disppointed my messages weren't returned in a more timely manner.
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The team we had was exceptional in every way!
Every question was answered quickly and with as much detail as possible (and in understandable words).
As a first time buyer, I was nervous that it was going to be difficult but it was a breeze because of them.
Easy process and well communicated
Couldn’t be happier with my experience
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