excellent to deal with, answered all my questions and stayed in contact throughout the whole process.
Everyone was absolutely great with the help they gave me. All my questions were answered and I couldn’t be more grateful
VU was quite responsive to my initial query/application in June, when I simply clicked on an ad on Zillow, without a clear intent to purchase. Then, in light of not having a clear goal, the volume of messaging (calls, messages) was suffocating, though well-intended. I had to say several times...I'll let you know when I am interested.When I became interested, I was now back home, overseas. My emails to VU staff went to spam, including my responses to 'friendly' "how's it going?" queries from your staff, blocked because of my originating IP address. My calls to I think Jeremy and perhaps Jonathan went to voice mail, and I did not leave a message because I figured they would not call back to my overseas number. My call to your tech support (where I was inappropriately called 'my friend', but my request to contact Jeremy was not passed on, and from whom I never received a confirmation that the tech issue was resolved, as requested) to address logging in to your website from overseas did not seem to readily address that I could not receive a confirmation code via my phone (because my US number had no roaming). This delayed obtaining the pre-approval. If I could have had immediate access to the credit bureaus to unfreeze them (same issue of confirmation codes and US registered number), I would have applied to USAA that same weekend and switched.You have many people involved in the process...it is not clear what the process was going to be (I haven't purchased a home in 26 years), and what role each titled person at VU played. When an actual loan request is in progress, I suggest you provide an overview, perhaps a flow diagram of steps and who is involved at each step, along with the progress of documentation. When Taylor was replaced by Kayla, we had no notice, but just started receiving emails from someone else, and perhaps a few emails to Taylor were not seen. Greater clarity on process and potential hiccups could have prevented the pursuit of funds tracking, source of escrow funds, and other matters.Communication was an ongoing challenge. Many aspects of our situation living overseas and employed by an overseas employer were atypical, and it was difficult to get this across to staff. I really didn't like communication through an email giving me a list of things to do without any context. This is a relationship with AI. This process was closer to a 2 or 3. Very frustrating. When I could not provide a W-2, there was no way to communicate through that 'system'. There should be a means to not only upload a document, but provide comments. I don't believe my email queries were adequately responded to (until I complained) , and I didn't see an attempt to try to understand my actual work situation and documentation that was available. It is only by coincidence that I was in the US on closing weekend (something that occurs every 3-6 months!), and that we had a general POA for my wife, that we could actually close. When you have overseas clients, address the matter of signing and the requirement for ink on paper early on. It was a complete surprise since we were doing EVERYTHING else digitally.The 2 or 3 experience recovers to a 7 for 2 reasons: Jeremy's service, and the fact that the loan went through. It's not that I would say "Don't use VU" but I would give strong caveats about what the person asking needs to ask for in the process.Thank you for enabling the purchase of our home. However, understand that this was a complicated transaction, not an Amazon return. Stop using ungenuine template emails (as if the person is really checking in!).
We were so impressed with Veterans United during our home-buying journey. The entire teams was very accommodating and worked diligently to help us close on-time. When bumps did arise, they were very informing and helpful in our ability to understand what was going on and did what they needed to, to make it smooth for us. We will ABSOLUTELY use Veterans United in any future home-buying journeys.
This process seemed to take forever. Communication wasn't the greatest. Pictures we sent were accepted, then were lost, then resent and then not acceptable. We were losing hope near the end of this because it felt like jumping through hoops right until the last moments at the closing which finally happened thank God. Lots of ups and downs through this process.
Response from Veterans United
Hi John,
I’m really sorry to hear how stressful the process felt and that communication wasn’t as smooth as it should have been. Having to resend documents and face delays can make an already complicated process even tougher, and I can understand how discouraging that must have been.
I’m glad to hear things came together in the end, but I’d still like for my advocates to have the chance to look into what caused the confusion with your file so we can do better moving forward. When you have a moment, please reach out to our Client Advocate team at 1-800-212-5200 or email ClientAdvocate@vu.com. We’re in the office Monday through Friday from 9 a.m. to 5 p.m. Central Time.
The home purchase was very quick and painless.
My team is amazing from the start to the end they all put there 100%, into getting me into my first home and they made it stress free and an easy process. Stephen, Mason, and everyone that was involved in my process all where amazing. My VU Team are the best, thank you all for your support, and dedication to helping veterans like me, and all your guys best efforts. Thank you Veterans United.
Yes Candy and her amazing team did awesome job helping me 1st with the pre-approval, then after finding the property I wanted. I would say it was under 2 months & the closing was upon. So I wanted to say thanks for helping me along the way. Especially answering questions and giving me clarity on every moment of becoming a home owner my 1st night my place.Thanks
A very courteous and professional staff, best possible experience of buying a home.
The online portal was easy and seamless and Craig and Rain and were our questions as fast as we needed them to, considering they're online and did amazing. Way better than my first experience w Loan Depot. Thanks!!
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Outstanding company!! Everyone who I encountered/ talked with provided excellent service, advise and guidance. I would definitely recommend Veterans United!! Excellent team work!!
Aaron Hayes and his entire team took excellent care of us. From the first initial call to the final closing. Were thrilled.
Thank you so much
Mary Anne Barlow and Val Longmore
Kyle was amazing during the entire nearly 2 year long process! He was very professional and makes me confident in his knowledge and that Veterans United has my best interest in heart! Not only would I recommend my entire team, Kyle, Emily, and Karie, to friends but also Veterans United! Thank you for making this a smooth process. As a first time home owner I was nervous, but Kyle answered every question. Karie made moving utilities and such, a breeze!
I highly recommend Kayla and Lynette, who assisted me with my recent mortgage loan process. Their professionalism, attention to detail, and commitment to exceptional customer service truly set them apart.
this team was outstanding, anytime i needed anything or had any question they were there almost instantly with an answer. the 5 years i was in and the 6 i have been out of the Army i have never had a process go so smooth this team is my A Team i will be recommending them to everyone of my friends and family 100%
Our experience with Veterans United was being excellent. As first time home buyers, we had heard all the doom and gloom about the process. Veterans United made the experience painless and actually fun. Any veteran looking to buy a home should definitely consider Veterans United, you won't be disappointed.
Great customer service and pride in workmanship! Qualities in short supply these days.
