I always felt it took forever to get ahold of my loan officer. For the amount of money on the hook reaching your loan officer (whom the entire VU team would refer you too for any technical questions) was like inquiring and getting an answer (MAYBE) in 7 days. My realtor believed that she was extremely difficult to reach (given the magnitude of lending in a large home purchase). When purchasing my first home, my loan officer was always available but I went against my better judgement off a referral to use VU instead. It took up until my closing time to get changes to final disclosure typos fixed (requested in first of three loan disclosures). The loan officer was impossible to get ahold of by myself, my realtor and title attorney at closing to address a wire discrepancy.All around my VU experience was subpar.
Response from Veterans United
Hey Joshua,
Thank you for sharing your experience. I’m very sorry to hear how frustrating the communication throughout your loan process felt, especially during such a significant purchase. Buying a home should come with clear guidance and timely responses, and I can understand how stressful it would be to feel like you were struggling to get answers when important questions came up.
I’m also sorry to hear about the delays surrounding the Closing Disclosure corrections and the difficulty reaching someone during the final stages of closing. Situations involving document updates and funding details are understandably time-sensitive, and I can appreciate how concerning that experience must have been for both you and the professionals working alongside you.
While I’m glad your loan ultimately closed, I understand why the overall experience left you disappointed. Your feedback is important, and I’d appreciate the opportunity to learn more about what happened. If you’re open to speaking further, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages received after hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
Our entire team did an amazing job keeping us informed and we’re very pleasant to work with! Kenzie tree went above and beyond for us during this purchase and we are beyond grateful for her and the rest of the veterans united team. Will always use veterans united for our home needs.
If you really want to be taken care of while you look for a home and the loan process - you will not find any better team than Veterans United. I recommend giving the opportunity to help you. I will trust my home buying or refinancing to anyone else but Veterans United.
Every question answered, the best place getting what you need done!
Bryce made the entire process seamless and worry-free. This was my first time utilizing the VA Loan and naturally I had lots of questions, so the team ensured I knew what was happening every step of the way.
This was, unfortunately, a very frustrating experience for a nearly $500,000 transaction.I initially connected with Jeremy months before purchasing and specifically reached back out once we unexpectedly went under contract. I was told my realtor would be reaching out, but over 30 days passed without Jeremy and my realtor ever connecting, and I only discovered that myself after proactively checking in with my agent. At that point, we were within days of potentially losing our financing contingency and risking a $10,000 earnest deposit. I ended up coordinating communication between the parties myself just to keep the transaction moving.Communication throughout the process was consistently poor. Questions were often answered with only a few words and little to no explanation, which forced me to independently verify numbers, timelines, and next steps throughout the transaction. Important information that should have been communicated proactively repeatedly had to be requested multiple times.In the final days before closing, we received multiple revised Closing Disclosures at once with changing numbers and no explanation regarding which version was final. We also had to repeatedly ask for basic closing information, including instructions for how funds needed to be delivered, despite closing being only days away.At closing, there were also issues with incorrectly dated and notarized documents that required last-minute correction in order for funding to proceed.The loan ultimately closed, but the overall process was disorganized, reactive, and far more stressful than it should have been. For a transaction of this size, I expected significantly stronger communication, coordination, and professionalism.
Response from Veterans United
Hey Matthew,
Thank you for taking the time to share such detailed feedback. I’m very sorry to hear how stressful and frustrating this experience felt, especially during such an important purchase. Clear, proactive communication should help create confidence throughout the process, and it’s understandable that repeated gaps in communication and uncertainty around next steps would leave you feeling unsupported.
I’m also sorry for the confusion surrounding the Closing Disclosures and final closing details. Receiving multiple revised documents without clear explanations, especially so close to closing, would understandably add unnecessary stress to an already significant transaction. I can also appreciate how concerning the last-minute document corrections at closing must have felt.
While I’m glad the loan ultimately closed successfully, I understand why the overall experience did not meet your expectations. Your feedback regarding communication, coordination, and responsiveness is important, and I’d appreciate the opportunity to learn more about your experience directly. If you’re open to speaking further, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages received after hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
Purchasing a home has many variables out of your control. Veterans United made the financial piece very transparent. Their user interface made completing tasks easy to accomplish
100% professional n honest.
My process was smooth and effortless. I was nervous about being a first time home owner because I heard the process of owning a home is stressful. I had no stress at all. There was constant communication and I am truly grateful for the entire experience!
Excellent Job... Totally appreciated everyone that assisted us.
We had an outstanding experience working with Randal at Veterans United Home Loans throughout our home buying process. From start to finish, he was professional, responsive, knowledgeable, and genuinely invested in helping our family secure the best possible loan for our move to North Carolina.As an active duty military family navigating a PCS and future retirement plans, there were a lot of moving parts involved. Randal consistently went above and beyond to explain every step clearly, answer all of our questions quickly, and advocate for us throughout the process. He worked hard to secure us an excellent interest rate and made sure we fully understood all of our options without ever feeling pressured.What stood out most was his communication and transparency. We always felt informed and confident in the decisions we were making, which made a stressful process significantly easier. It truly felt like he cared about helping our family, not just closing a loan.10/10 — we would absolutely recommend Randal to anyone looking for a trustworthy and hardworking loan officer, especially fellow military families using VA benefits.
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Evan and team where great. Had two other companies said they could not do it. Veterans United got it done. Thanks so much
Fantastic service!
I am thankful to you all at Veterans United for helping my family get our new home.
The app was easy to use and dummy proof. They kept me up to date and are very willing to work with you. The gift box was the cherry on top!
