I don't know what's better- Veteran Uniteds customer service, or Rob Riggles acting skills.I'm going with VU, sorry Rob!
Working with Dan Hopkins was, no exaggeration intended, a terrible experience. He issued a prequalification letter that was $60,000 more than I ended up being qualified for, but took 2 months to inform me of that, so with continued market appreciation, I became priced out of houses in my area that I could have originally afforded. I submitted all my tax documents at the beginning of this process, and my guess is that he never evaluated them, because it would've been very clear that I would not be eligible for the original amount if he had.Dan was regularly misinformed about information regarding my loan process. Missing bank documents and balances, being unaware of what could and could not be counted as income, confusing information about what my options actually were.My realtor and I were told multiple times things like, "it's going well" "we should have an approval any day now" "we're just waiting on one more small thing," etc over the course of at least a month, to finally be told that there was no solution, the underwriter had denied us. Dan didn't attempt to find a solution to that problem until I threw a fit, in which case a solution was promptly found. Up until that point, there was little to no support or preparation for the possibility that our loan would be denied, or what to do if that ended up being the case.I can absolutely remember asking the question at the beginning of this process, "Is there any way I can have my girlfriend on this loan with me?" Dan said, "No, unmarried spouses can not be on VA loans with veterans." Fast forward two months, and I now have a VA loan that has an unmarried spouse on it with me. Dan obviously lied about that, it was an option from the beginning, and would've eliminated months of stress on our end if he'd been honest about that.The worst part of my experience with Dan Hopkins was that the only way to get timely responses or solutions to my problem was for me to be extremely rude, after months of being cordial and polite. While I eventually ended up with a loan and with a house, I don't believe that rudeness should've been required on my end to motivate the loan specialist to be successful and complete the process that we began together.I'm sure Veterans United is a quality company. Working with Dan Hopkins was a terrible experience, and for anyone in my veteran network, my customers who buy homes in our area, or the realtors who use my business, I'll recommend heavily that they request a new loan coordinator if they're paired with Dan Hopkins.
Response from Veterans United
Hello Nicholas, thank you for being specific in sharing your feedback and for letting us know about your overall experience. We apologize that our service did not provide the personalized experience you expected throughout the process. While we cannot make up for the experience you had, it is important that we deliver excellent communication with love, care and respect. We are glad that you were able to connect with our Client Advocate team who is here for you to help ensure an outstanding customer service experience, and we invite you to connect with us further. We know the stress involved when an unexpected complication delays a home loan process. While there are aspects of the loan process that can only take place once all conditions have been satisfied; it is important that we take all feedback into account and look for ways to promote an excellent customer experience. We understand that the preapproval process did not meet your expectations. We realize that the home buying process can elicit what seems like undue pressure when working to gather the required documentation. Our underwriting process serves to protect the integrity of our industry and families who might otherwise fall into a financial hardship. Having to confirm CTC on your file and then sending to the RLC for prior VA approval can be time consuming and unfortunately outside of what we can control. Team work is essential to our ability to deliver exceptional service and we have established means to prevent experiences like yours. By providing direct contact information for all of our Loan Coordinator we go to great lengths to ensure you'll have an easy time reaching out for assistance. Your comments will and have helped us ensure that we learn from mistakes and improve for the next customer. Thank you for giving us the opportunity to serve you, discuss your experience in depth and we hope you enjoy your new home!
I would strongly recommend Veterans United to any and all current and Ex-Service members when considering buying a home. The process is so easy and flawless during my experiences with the VU and should should yours.
Thank you, Veterans United, for helping me become a homeowner! You made the entire process smooth and pleasant. God bless America!
Mike Keith and his team were phenomenal. They were extremely helpful and was always there to assist. I highly recommend this service.
The entire team worked hard to get me In this home. When the credit was tight they still worked with me until I was ready. I will be forever thankful. 3 purchases with VU and I will never use anyone else.
The Veterans United team performed exceptionally well for me
I highly recommend Veterans United. They are easy to work with. And never make you feel like you are just a credit score. You are a person to them. Everyone speaks with compassion and respect. It's good to have someone show appreciation for my service. We don't. Always get back what we sacrificed. But Veterans United gives back.
It's in my opinion that it speaks for itself as to why Veterans United home loans is #1 in V.A. Loans!!!
I couldn’t have asked for an easier process to buy my first home. You guys made it simple the whole way through. Thank you!
Buyer beware is all I'm going to say. I would suggest you shop around for a Local Lender if possible. Our experience was not one to Bragg about.
Response from Veterans United
Hi Eddie, we appreciate the chance to hear from you and we understand that the communication may not have exceeded expectations. We apologize that our service did not provide the personalized experience you expected throughout the process. We want everyone to feel that we go above and beyond to deliver outstanding service. We encourage people to shop around with several lenders to find the best deal for them! Veterans United Home Loans has specialized in the VA home loan for more than a decade, and we invite you to connect with one of our Client Advocate team members; providing more detail will help us look to improve. We value your business and hope you enjoy your new home.
If you want to have the best help to have a home, this is the company and the best people for the job. They are the only ones I would tell any vet to put their trust in . Not anyone these days are so helpful. I love you all . God Bless you all !! Mac.
Aaron Brooks and the Veteran's United team made the home buying experience a seamless one. They provided me, as a first-time homebuyer, all the information I needed.
