The experience with the lending officers was extremely disappointing due to a clear lack of professionalism, poor communication, and inadequate time management. Timelines and expectations were consistently misrepresented, and the process required three separate extensions to the closing file in order to meet the necessary deadlines. This mismanagement jeopardized the successful completion of the transaction, resulted in additional costs to the seller—who was unable to plan his move accordingly—and caused significant stress and uncertainty for the buyer, who received no clear assurance that their loan would be approved in time.
Response from Veterans United
Hey Derek,
I’m really sorry to hear how things played out on this one. It sounds like the delays and lack of communication created a stressful situation not just for the buyer, but also for the seller—and that’s something we take seriously. No one should be left guessing whether their loan will be ready in time, especially when multiple extensions are involved and people are trying to make major life moves around closing dates.
You should have been able to count on clear timelines, consistent updates, and a team that kept things on track. I hate that this fell short on all fronts. If you’re open to it, I’d like to have our Client Advocate team take a closer look at the file. You can reach us directly at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday from 9 a.m. to 5 p.m. CST.
Thanks again for the candid feedback—it helps us know where we need to improve.
Sincerely,
VU was an excellent partner in getting my loan process done. Very veteran friendly program and easy to use application process and website. Well done!
Made a stressful process less stressful thanks to good communication and available resources.
This was my first time buying a house and the team was awesome! No question was too small and the patience and explanation helped ease this process.
Exceptional! They got me approved and worked diligently to have all paperwork ready for closing.
Veterans United is easy to use and make sure the you have everything you need to be successful with your VA home loan. I will only recommend Veterans United to all my fellow Soldiers. Nobody comes close to the service they provide
Rob Hayward's team made a very stressful event in my life super easy. They were always great to talk to and very understanding of my situation. I will recommend them to any Veteran that needs to buy a house in the future.
There's without a doubt that there is a plethora of tools that comes with this company that ensures the moves are complete. The realtors assigned to us gave us the complete transparency we needed.
This is the second time I’ve work with Derek when looking for a new home. Both times the service was exceptional. I would always recommend Veterans United home loans. Derek and the whole Veterans United team make a very big and important purchase the easiest process. The smallest details don’t ever go unnoticed and I appreciate all the work they do to make the entire process run smoothly.
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The back and forth with underwriting was slightly annoying, but I understand the need for the back and forth. So overall, my experience with VU was easy and I recommend them.
What an excellent company. Expertise all around. The best experience in purchasing a home. Helpful through every stage. Will never use anyone else.
Our team was amazing. Always quick to return a phone call or email and answer any questions or concerns along the way, putting our mind at ease during the process. The easiest home loan process from pre-approval to closing we've experienced by far. It was an absolute pleasure working with our team.
Went a lot easier than expected, very much welcomed service!
I went from a renter into a homeowners mindset during the process of it all. That I APPRECIATE the most. Changed my entire outlook and got back on track with a more productive mindset. Thank you!
The process of purchasing a new home was so easy thanks to the team from Veteran's United that worked with me and my realtor. The online portal was simple to navigate and uploading the requested documents went flawlessly. Veteran's United is by far the best!I just want to thank to entire team for everything. They were all so awesome and great to work with. One thing that stuck out to my realtor and I was the fact that when other businesses were closed for a holiday and we had questions, the team was always there. At one point, my realtor called and a member from the team answered. Glenda (my realtor) was shocked and asked, "What are you doing working today?!" The response? "Putting Veterans in home!" You can't ask for better people than that! So, thank you all so much! My family and I are so grateful for your hard work and dedication!
