The whole team did an amazing job! Thank you'll for all you have done.
It wasn’t Cole, it was his assistant Rae Arnold! She was very unprompt about returning phone calls. Not just a few hours, but days!
Response from Veterans United
Hey Ronald,
Thank you for clarifying that, and I’m really sorry to hear about the delays you experienced when trying to get in touch. Waiting days for a response, especially during such an important and time-sensitive process, can be incredibly frustrating.
You should be able to rely on timely, consistent communication throughout your homebuying journey, and I regret that this wasn’t your experience. Feeling left without answers or updates is not the level of service we aim to provide.
I’d like the opportunity to look into this further and better understand what happened, including the communication gaps you encountered. If you’re open to it, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we’re happy to follow up the next business day if you contact us after hours.
Sincerely,
Claire S., Client Relations Manager
Veterans United is unparalleled for home buying. I don't think other companies that say that are VA-backed can do what the people at VU can do. The process was well-detailed. The team I had went above and beyond to help me get my first home and become a homeowner.
My team at Veterans United went above and beyond to help me turn what started as a daydream into a reality. They took away the uncertainties, they were always responsive to questions and ensured that I understood each phase of the process. Whenever I completed a step or sequence of steps, they swiftly put those pieces into the puzzle and provided clear guidance on the next step or sequence of steps. They were always in regular contact with me, they gave me confidence and reassurance when I needed it and I never felt pressured.
The communication was horrible during the home-buying process. This caused us to prolong the process, led to multiple delays, and required us to submit many of the same documents more than once. Several times we were pressed to do list items as soon as possible that weren't needed at that very moment, but when important documents, such as the pest inspection expiration, came, we were told a mere 28 hours before it was no longer good for closing. We rushed to get the inspection done as soon as we could, with the company making time for us in their already busy schedule, taking the time to drive to a rural location over 40 minutes from their location. Pest inspection was completed and sent by 4:30 Thursday so that we could keep our Friday closing, but we were told Friday morning around 10 am that this was not the case because of understaffing. It has been extremely frustrating dealing with all of these different things for us to do, poor communication with us, and really a lack of care on VU's part. My last home-buying experience was great, but this was an absolute nightmare I wouldn't want anyone else to go through.
Response from Veterans United
Hey Thomas,
I’m really sorry this process felt so frustrating and disorganized for you. Communication plays such a big role in keeping everything on track, and I can understand how repeated document requests, shifting priorities, and last-minute issues would make this experience feel overwhelming.
The situation you described with the pest inspection and the rush to meet a closing timeline, only to have things change the next morning, sounds especially stressful. I’m sorry for the added pressure that put on you, particularly after going out of your way to get everything completed quickly. That’s not how this process should feel.
You deserved clearer guidance on what was needed and when, along with better coordination to help avoid delays like this. I also hear your concern about the overall lack of communication and care, and I regret that this experience didn’t reflect the level of support you expected.
I’d really like the chance to look more closely at your file, including the communication timeline and how these requests were handled, so we can better understand what happened. If you’re open to it, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we’re happy to follow up the next business day if you contact us after hours.
Sincerely,
Claire S., Client Relations Manager
Overall, a great experience with Veterans United. Mr. Charles Saulberry was responsive, knowledgeable, and kept the process moving forward. Ms. Dene Lorenzen was great and communication was solid throughout, and they made the VA loan process straightforward. I chose them for their service and reliability—and they delivered.
Katy and her team are the best. They keep you informed and in the know. They are there when you need them. I have purchased many homes through veterans united. Top notch and very professional. I highly,highly recommend them for your home purchase.
Absolutely amazing job by everyone! I can not complain about a single thing. Everything was smooth with no major hiccups. I will forever be grateful for the team and their knowledge and willingness to answer all of my questions.
Very helpful and knowledgeable! Would highly recommend!
Robert Fitch.
If you can provide the necessary paperwork, they move fast!!!😊
David and Richard were fantastic. They worked really well with myself and my Realtor Carli Bass.
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My team went above and beyond beyond the normal expectations for me.
Our team at Veterans United made purchasing our first home smooth and straightforward! The support, communication, and customer service exceeded our expectations! Thank you Veterans United!!
Na
Outstanding team, patient and very professional. I appreciate all the hard work into this closing and can’t wait to work with you guys again!
Maggie and the whole Veterans United team were amazing from the very start.
