everyone on Kellys team was always very professional and helpful with all our questions.
Response from Veterans United
Emmanuel,
Thanks for rating your experience and I’m sorry it wasn’t our best. I want to let you know our Client Advocate team is available to listen if you’d like to talk with us further. We value your feedback and use it to follow up as needed with your loan team and improve the experience for your fellow Veterans going forward.
Sincerely,
Kendra, Client Relations
Very calm and always the professional, never pushy or demanding. Whenever an issue came up, he had solutions on the spot. I will send anyone how needs a mortgage to him with very strong recommendations. We loved working with Matt and hope to in the future.
Thank you, Matt, for everything you have done!!!!
We didn’t think that if we’re gonna happen for a but the team that we work with they made it all possible you know all the way down to the real estate agent everybody was on point so I think God for the team that I have and I hope that I can recommend you to someone else and you can work the same way with them
My home buying experience was exceptional. My experience was unique compared to what I heard from others. The loan officers and the coordinator were clear and concise and made the process very simple. I really appreciate and want to give a big kudos to the team.
Just that Veterans United was great to work with until the last week. Our closing date was change for 5 days later, I didn't know how much I had to get a certified check 1.5 hour before closing it keep going up and up. I was to the point of just getting out of the whole VA loan altogether.
Response from Veterans United
Eric,
Thank you for sharing with us. I’m really sorry for the last-minute changes and delays you experienced right before closing. Please let me assure you we work to confirm these figures as early as possible to ensure your loan is done the right way and funds smoothly. Still, we understand the waiting is a lot of stress to put on your shoulders and sincerely apologize. If there's anything else you'd like to share with us, our Client Advocate team is here to listen and help however we can.
Sincerely,
Kendra, Client Relations
I wasn't impressed with veterans united. As it got closer to closing. The team started dropping the ball and increased my level of conern and confidence in the organization. My closing date was Friday at noon. My draft closing paperwork was emailed Monday around noon. I contacted Stefanie to cover the paperwork and she was able to answer 90% of questions. Thursday at 1145 Stefanie send us a draft of the final paperwork. Several areas had increases from the Monday's draft. I had to review the paperwork and process the wire transfer by 1330 in order to cover my closing cost by Friday noon. This required me to adjust my work schedule, quickly review the paper, quickly seek assistance from Stefanie and work with the bank. My time is just as valuable as your and appreciate if your team could have completed closing paperwork at least 24 hrs prior to allow me time to review, process, ask questions, understand and react to my level of comfort. Also friday at 1100 we received a text message requesting us to sign paperwork for our loan prior to closing at noon. That's 1hr to review, sign, and drive 20 mins to closing. This is unsatisfactory and unprofessional. Veteran's united continue to miss the mark. Buying a home means way to much for me to rush through unclear.
Response from Veterans United
Hi Anthony,
On behalf of all of us here at Veterans United, we want to thank you for providing honest feedback around your loan experience. We understand that preparing you for all bonafide costs throughout your process is part of our commitment to excellent service. We know well how it can feel to resolve numerous underwriting requests as required for the VA benefit and last minute requests often create additional stress. We apologize that your experience was negatively impacted. We are glad that you are a new homeowner and we want to reassure you that your comments will be used to help future clients. It is our goal to prevent a similar experience and continue to hold ourselves accountable for outstanding customer service
Kept everything transparent and upfront. Had other lenders give me a great rate but then fail to mention the points until later.
Buying a home is a huge deal, the difference with our experience was that no stone was left unturned and everything was the way it was meant to be!
