Nick, you talk too much. Take a breath and leave some room for the customer to say something. You normally answer all possible questions, but a customer may like to feel like they are contributing to the conversation. If the customer doesn't ask a question you feel they should then offer the answer. I am not saying to not speak, just give the customer an opportunity now an then in the conversation to put his or her two cents in.
My husband and I were very impressed with the quality of service we received from Mr. Johnson. He was always available when we had a question. It's so common to have to deal with automated services with businesses today, but we had a direct line to Mr. Johnson. When we did our loan closing, my husband had a question about one of the forms we were signing, and it was a relief when we were able to call Mr. Johnson and he addressed our concerns. Customer service is a huge plus for this company. They treat their customers with the most respect and that did not go unnoticed during our process. Thank you so much!
Ryan thanks for getting us into our new home as quick as possible.
everyone was great, got back to me right away or in a timely manner and was always there to answer any of my questions. couldnt have asked for a beter experiance.
Will was great and very helpful throughout the process. Thank you!
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I know its a home loan but if some how (and not just Veterans United), could stream line the paper work process...
We were very pleased with Mr Mange's team of assistants, yet felt like it would have been nice for us to have an initial couple of direct contacts before handing us off to his colleagues. He always seemed too busy for us at the beginning. This changed once he saw that we were closer to committing and now we were suddenly worth more to him and worth his time. We had a very unpleasant experience at the end of our time with him prior to closing. At one critical point he had made some promises that gave us the confidence to continue with our commitment to purchase, then turned around and did not deliver on them, after we had already invested money into inspections and other pre-closing costs. We felt taken advantage of and cheated. Additionally, he called me and complained about my wife to me two days before closing, which I found very offensive and unprofessional. We almost called off the whole deal because of his unethical and unprofessional behavior. Certainly not our idea of excellent customer service. We were very disappointed with our overall experience and will not be recommending VU to others despite our positive experience with his team and the other VU departments that handled our loan.
Although I do not have a lot of experience with loan officers, Katie has blown me away with her work ethic. I don't know if it would have been possible for anyone to work harder to make the process any more smooth for me than it was. Her responsiveness at any time was extremely impressive. That along with the amount of detail provided when she needed something from me prevented having to redo things many times. When the time comes for me to use another loan officer I cannot imagine not using Katie.
Thanks to Steve Kincheloe and James Hilt for making this a great home buying experience.
The only issue I had with VUHL was that no one contacted me the week of my home closing to inform me that interest rates raised by over 1% from the previous week. I was told that my loan officers would constantly monitor the rates beginning one month from closing and would lock in the lowest rate for me. How I ended up with the highest rate for the entire month is still a question for me. I was happy that when I checked the rates myself and emailed my loan officer, she called me right back even though it was after hours to explain how rates had jumped. I appreciated this, but it doesn't change the fact that I'm paying $200/month more than I expected. I do appreciate the option of a free home refinance if the rates drop over 0.50% from what I currently have. Other than that, I was completely satisfied with my loan process.
Our loan officer was Fantastic. Extremely knowledgable and made the transaction so effortless. We will definately refer both Steve Kinchloe as well as Veterans United to anyone in need of a VA mortgage in the future.
Our agent (Suzanne Head) was amazing. We could not have gone through all of this without her.
I submitted a letter already but again; I feel Veterans United thrives on customer service and it shows. Always ready to react ,overall great team. A special thanks to Ross Pierson who was extremely professional and proficient
Everyone we worked with at Veterans United Home Loans was extremely helpful, polite and responsive. It was a please working with you all.
wonderful experience, everyone was there for all of my questions, and replied promptly, no complaint at all
Steve was a great help during the whole process. I could call or email him at any time with any question and there was always a speedy response. He also regularly checked in with me to make sure the every step was going smoothly.
The whole home buying process can be overwhelming and stressful at times, but everyone with Veterans United made the process enjoyable for me and my husband. Our loan officer Neal Roeder, and processors were always available to answer any questions we had, and make sure everything was going smoothly. We feel very fortunate that we were able to buy our home through Veterans United and would encourage anyone we know who would be eligible to do the same. This is such an exciting new chapter in our lives and we can't thank Veterans United enough for helping us through the entire process.
Doug is a phenomenal asset to your organization. He was a consumate professional throughout the entire loan process, and did his very best to work fairly and promptly with me to get my deal done the best way possible, which is quite the opposite of an earlier loan deal I had with another organization earlier in my life. On top of this, his team, and more specifically, MIchelle Mach, was a pleasure to deal with as well (despite needing manual underwriting, a beast in itself, to gain full approval prior to closing). She kept me informed and in the know as to what would be expected of me throughout processing. Both of these individuals will go far in your organization, as they well should! So from myself and my family...thank you BOTH for your tremendous help. I would rate you an 11 if it were up there... Good luck in the future in all you seek to accomplish.