First, Madison does Not return phone calls. This is very frustrating. I sent in a letter from the mortgage company on my previous home that had in bold black letters, PAID IN FULL. The day before closing, I was asked to DocuSign a statement saying that my current house was paid in full. The closing statement wasn't sent to me until the day before the closing and then we had to wait another 3 days to close. I specifically stated that I had to close on or before October 1, 2025. Your employees and their lack of attention to detail kept this from happening. Also, on September 23, 2025, I sent photos of the water heater line being encased in conduit and the drain line draining to the outside of the house. I was asked about when the repair was going to be done the day before the theoretical closing.I do not appreciate having to resend documents because your employees are negligent in their jobs. I have previously bought and sold 9 houses and 3 pieces of property. I have never received such poor service from a mortgage company.At this point, I would never recommend your company to an enemy, and certainly not to a friend. This is the worst mortgage experience that I have ever had.
Response from Veterans United
Hey Annette,
I’m really sorry to hear about the challenges you faced during your loan process. The stress and frustration you described around communication, document handling, and closing delays aren’t what we want for anyone working with us. You should always feel informed and supported, especially as closing approaches.
Sometimes additional verification is needed right before closing to confirm details or meet loan requirements, but that shouldn’t come at the cost of clear and timely communication. I’m sorry that didn’t happen here.
I’d like my team to take a look more closely into your experience and make sure your feedback is shared with the right teams. Please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com when you have a moment. Our team is available Monday through Friday, 9 a.m. to 5 p.m. CST.
For home buyers using the VA home loan, I think VU is a great choice; they understand the process very well and walked us through it. The online portal/to-do lists were also straightforward and easy to use. The only hiccups we had related to the underwriting process; the underwriters seemed to struggle with keeping straight who was the primary and who was the coborrower, who was the veteran and who was active duty, etc.
I think I have already covered everything in my two other comments, but, suffice to say, I am very satisfied with my experience.
This is our pu4chase through VU. Thank you all for making the process smooth both times.
Terrie & Steve
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Cannot express enough gratitude towards Veterans United. The whole team is excellent and guided me through the whole process. My deepest thanks for all your support and efforts!
Nick, Eric, and their team of professionals were outstanding. They went the extra mile and I am truly grateful. Thank you again. Shalom. Arthur
Tom and his team are a godsend. Every step along the way they were there for me. Explained to me why certain documents were needed and the lending process in its entirety. Would definitely recommend tom and his team without a second thought
Quick and effective communication. Definitely kept me in the loop on everything
I have never had such a great experience with a new home purchase until now. My team was lead by Lindsey Edgell (Loan Officer), along with Kari Frank (Loan Coordinator), and (Chris Cole) Home Buying Concierge. Combined, they made my loan approval experience smooth and successful. They rode this process by my side all the way. I would highly recommend Veterans United to handle your home loan.
This was a great home buying experience. The process moved quickly and efficiently. Matt and his team were a great help.
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Nathan and Bailey were great and very quick with the process and answered every question I had.
These guys make the processes so simple! I love working with them!
So I couldn’t have asked for a better loan team then Terri Behrens and Jackie Cox. By far outstanding during the whole process. Terri was able to answer any and all questions I had while making the whole thing super painless and stress free. Even more so since I am in the Navy and stationed overseas at the time during the home buying process. She worked with me and hooked me up with the perfect realtor and got me in a home for my return stateside. If I could give a higher rating then 10 I would. Already recommend them to my friends, and will definitely use them in the future.
I have used Veteran's United several times and have been and continue to be extremely satisfied with their professional personal service. From my view, there is no better organization to work with for my Mortgage needs. Very Very Pleased
