Made an offer for the home in March leaving plenty of time before we closed in June. Communication throughout the whole process with VU team was terrible. Multiple things would come up on my To-Do list that I already did before without clarification on what exactly they were looking for. One week out from close, again terrible communication between them and me and them with the title company causing a week delay in closing and putting pressure of the sellers. I have talked with my agent and title company and none would recommend VU in the future.
Response from Veterans United
Hey Joseph,
Thank you for sharing your feedback. I'm sorry to hear that communication throughout your loan process left you feeling frustrated and unsupported.
I understand how discouraging it can be to see requests reappear on your to-do list without clear explanations, especially after you've already provided the information. It's also disappointing to hear that communication challenges and delays near closing created additional stress during the final stages of your home purchase.
Buying a home should be an exciting experience, and we want our borrowers to feel informed and supported every step of the way. I appreciate you taking the time to share your perspective and where you feel we fell short.
Sincerely,
Claire S., Client Relations Manager
I selected Veterans United because of their reputation for serving veterans, but unfortunately my experience fell far below expectations.My mortgage process lasted 68 days and was plagued by poor communication, missed deadlines, and repeated requests for documentation that could and should have been requested much earlier in the process. Critical items were routinely brought up at the last minute, creating unnecessary stress and placing my closing at risk.What concerns me most is that personal information was disclosed through email communications to individuals who had no legitimate need to receive that information. This raised serious concerns about privacy, professionalism, and the handling of sensitive customer information.I was also provided information regarding rates that later proved to be inaccurate, leaving me feeling misled during one of the most significant financial transactions of my life. Throughout the process, communication was inconsistent, responses were delayed, and I frequently found myself chasing updates rather than receiving proactive communication from my loan team.The delays ultimately caused me financial harm. Because Veterans United failed to meet agreed-upon timelines, I was forced to spend over $1,000 in rent on the very home I was purchasing while waiting for the loan process to be completed. These costs would not have been incurred had the loan been processed within the originally communicated timeframe.I understand that mortgage transactions can be complex and that unforeseen issues can arise. However, the problems I encountered were not isolated incidents. They reflected a pattern of poor planning, inadequate communication, lack of urgency, and a failure to properly manage the loan process from start to finish.While I did ultimately close on my home, the experience was far more difficult, costly, and frustrating than it should have been. Veterans deserve better communication, better accountability, and greater respect for their time, finances, and personal information than what I experienced during this process.Based on my experience, I cannot recommend Veterans United.
Response from Veterans United
Hello Thomas,
Thank you for taking the time to share your experience. I'm sorry to hear that the loan process did not meet your expectations and that what should have been an exciting milestone became a source of stress and frustration.
I understand your concerns regarding communication, unexpected delays, last-minute requests, and the overall lack of consistency throughout the process. It's also understandable that concerns involving the handling of personal information would be especially troubling. Buying a home is one of the most significant financial decisions a person can make, and you should feel informed, supported, and confident throughout the process.
I'm also sorry to hear that the delays created additional expenses and added to the challenges you experienced. While we know every loan presents unique circumstances, we never want borrowers to feel that their time, concerns, or trust have not been respected.
We appreciate you sharing this feedback and bringing these concerns to our attention. If you'd like to discuss your experience further, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com.
Sincerely,
Claire S., Client Relations Manager
I would highly recommend Veteran's United for your home buying experience. Very stress free & helpfull with any questions. The loan process was very quick & hassle free. A great company to work with.
I would highly recommend VA Home Loans to purchase your new home. The service was excellent with positive support with all my loan officers.
I had an amazing experience with the Veterans United team…at first I wasn’t even sure if I was going to be able to get a house but they helped me pick up my credit score right to closing…It’s a scary process but they made me feel more at ease through the process. I appreciate all you have done for me…thank you so much for all your help in making my experience easy….
very polite and professional
The team that worked with me was excellent. I worked with Amy Childress the most .She was knowledgeable about the process was patient and helped ne find the house that was right for me. I would definitely recommend veterans to call veterans united.
I liked Veterans United as I could easily upload documents online and text my loan officer and team. We also enjoyed getting the gifts sent out. Thank you.
From start to finish your team has been amazing. Absolutely first class all the way.
Very timely and efficient. Lots of communication and always checking to make sure they have done all they can to help make the process a bit easier.
Alice was an amazing loan officer. She was always letting me know she was available especially on weekends. She has a lot of knowledge and will be blunt if you ask for her advice which I really love.
Working with Blake and Michael made my process so much easier! They communicated well with me, and made sure I was updated through every obstacle! Thank you both so much!
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Only concern is that some of the requested docs didn't have the ability to connect a document to. Also, it did take a little longer to review the docs than other experiences I've had. Otherwise great.
Painless process, with extremely helpful, knowledgeable and friendly people. Veterans United is the best way to buy a house. Thank you!
Choosing Veterans United was a good choice. They took care of me from the start. The biggest help was they worked for me and tailored the loan process to work for my needs. They were always available if I had any questions, which were not that many because they always made sure i was up to date. They paired me with a realtor that looked out for me as well. Thanks to my team Katelynn, Michael, Melissa, Nicole, Lynn and all the others who worked behind the scenes for all the hard work from start to finish for us going from looking for a home to becoming homeowners. I will definitely recommend Veterans United to others.
