Excellent team and so happy of the outcome !!
eing a first-time homebuyer, I have no baseline experience to make an accurate judgment. However, I would characterize my experience as average and sufficient. It would have been helpful if the overall process as a first-time buyer was explained better in a step by step basis, instead of relying on the online user interface "to-do" list. This includes a better explanation as to how the advertised preferred realtor discount figures into the financial estimate; I had to ask to get this information, which led me to compare my experience to working with a used car salesman.Additionally, I feel like there were too many Veteran's United contacts to correspond with: Taylor Kelly, Shane Martin, Taylor Day, and Ward Mershon. My experience with Taylor Day was interesting; I took her offer to help find home insurance but ended up finding an insurer on my own because she said no insurer would provide coverage because of the roof condition (approximately 12-15 years old on a 30-year shingle) and the existence of PEX plumbing. It was clear she was either new or didn’t know what she was talking about, because PEX is the current standard for homebuilders; and based on her feedback on the roof, I ended up getting my roof certified with the help of my realtor, which I didn’t even need when it came down to finding an insurer.My experience with Taylor Kelly was sufficient in terms of closing on time. However, I had to take my own action to coordinate with all parties involved (insurance agent, title, realtor, and VU) a week before the closing date to ensure no one dropped the proverbial ball – something I shouldn’t have to do giving VU my business as a busy member of the armed forces. An example of the need to coordinate was an email from Taylor Kelly to me and my realtor asking if it was me or the seller responsible for the pest inspection when it was something clearly outlined in the contract already provided to her. Additionally, on the day of closing I received an email from Taylor Dey congratulating me on the closing and saying, “soon you will get a short-and-sweet survey via email. It’s only a few questions and directly reflects what you thought of your loan officer and myself throughout the process. It helps me a great deal if you give a 10/10 for both questions.” I found this to be highly unprofessional and borderline unethical, and I recommend that VU provides Taylor some much needed interpersonal and professional skills in the workplace.It would also be a good idea to assign buyers a local loan officer to work with in person, if workforce allocation allows. This would allow a more personal approach and improved coordination on the part of VU.To conclude, I felt like my experience was sufficient as it allowed me to close on my first home with no major problems and on schedule. The professionalism, transparency, coordination, and interpersonal skills employed has some room for improvement. All VU contacts were professional and courteous when communicating. In retrospect, the experience felt too “corporatized” in such a way that it seems VU is more interested in marketing to and obtaining business from members of the armed forces while putting forward the bare minimum.
Response from Veterans United
Thank you for this feedback Timothy. We understand how the home buying process can get stressful, especially for the first time. While we cannot change the experience you had we want to ensure that no other Veterans have this same experience in the future as we understand the communication may not have exceeded expectations. We want everyone to feel that we go above and beyond to deliver outstanding service. A member of our Client Advocate is available to speak with you and learn more about what may have caused you to feel this way. By providing direct contact information for all of our Loan Specialist we go to great lengths to ensure you'll have an easy time reaching out for assistance. We invite you providing more detail and help us look to improve. We apologize that our service did not provide the personalized experience you expected throughout the process. Your comments will help us ensure that we learn from mistakes and improve for the next customer. We value your business and hope you enjoy your new home.
My wife and I were and still are very pleased with our experience working with Veterans United. Everyone that we came in contact with were very knowledgeable and helpful.
The team was awesome and I would definitely choose them again for any future business needs, Thank you!
as usual went off without an issue and very smooth/easy. good communication, loyalty credit, and i was cleared to close a few days before closing on new house while lender for old house had to delay a week because they had issues. have dealt with kris for two mortgages now and one refinance, very pleased
We highly recommend Veterans United! The process was wonderful from beginning to end. The team worked diligently to process our loan as quickly as possible. They went above and beyond in service!
We had a great experience with Veterans United. As a first time home buyer we had a lot of questions and our team was always so responsive and always led us in a great direction!! They made buying in this crazy market a breeze.
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Don and Emily were outstanding and were with us every step of the way
