Lora Grenier did an awesome job as loan coordinator but between my Loan officer Abbie and my realtor Rhonda, I have never felt like more of a middle man in my life. The feed back and follow up communication was cast into the days of telegram. There were more questions than answers. When Lora sent out the email list by name and responsibilities the items that needed to be completed, out of my control.. I had no response from the responsible parties, Abbie, Rhonda. I had to actually ask for documents with a possible follow up from Abbie or Rhonda days later. I don’t mind doing a little leg work but if I’m not privy to the info as a buyer I should be informed of when a document is moved forward, this was not the case. After waiting for days to see if a task had been completed, I would follow up, only to be told everything was taken care of and then a week later it turns out it wasn’t. No one was on the same page. Because of this fumbling, we missed closing date twice and finally we were able to close the third time around, but didn’t have the actual date and time until the afternoon before. Luckily the sellers didn’t back out after this total mess. I found the process to be shaky and unresolved at times I found the value in my time to be worthless. I think the shortcomings of this company are its ability to communicate in a reasonable time frame with clarity, feedback, and resolve. I felt good coming in but I felt left in the dark at the end with a big congratulations. Good customer service has become hard for many companies to pass on to the consumers and I feel the same here. Do better, hire better, more ambitious, competent, and considerate employees would greatly change a guys mind. Personally I don’t think folks strive to do a bad job but if it’s your job, do it well. I understand this may sound harsh but the truth is your scope of work is your scope of work… do that work and you cannot fail. Folks spend a lot of money here and the last thing some average joe working his butt to make a life wants to do is your job. I will not recommend this company to any, friend, family members, or employees of mine. Bad taste in my mouth.
Response from Veterans United
Hi Jeremy,
Thank you for taking the time to share such detailed feedback. I’m glad to hear Lora made a positive impression and worked hard to help keep things moving, but I’m very sorry the overall experience left you feeling frustrated, unsupported, and stuck in the middle of communication gaps throughout the process.
I can understand how discouraging it would be to repeatedly follow up on items outside of your control, especially when timelines continued to shift and expectations weren’t clearly communicated. Buying a home should feel coordinated and transparent, and I’m sorry that wasn’t your experience here. Missing closing dates and receiving last-minute updates only adds more stress to an already important and emotional process.
Your comments about communication, follow-through, and clarity are important, and I appreciate you being honest about how this experience impacted your trust in our team. I also recognize how much time, effort, and energy goes into purchasing a home, and I’m sorry you were left feeling like your time and concerns were not valued appropriately.
I’d appreciate the opportunity to learn more about your experience and review the concerns you raised. If you’re willing, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. CST, and messages received outside those hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
Let me just start by saying how AMAZING Veterans United has been every step of the way. My loan specialist Travis Ward and his team went above and beyond and where more than I could ask for in my first home buying experience. As a first time buyer, you could imagine how many questions and concerns I had, and never did I feel Like i was alone in the process. Travis made me feel like I was an absolute priority and anytime I needed him he was readily available, he truly makes it a comfortable experience where you know you have a great team behind you. I can't express how smooth and painless the process was. I kept waiting for the day that things would become difficult but it never happened! It had been a lifelong dream to be a homeowner and thanks to Veterans Unites it became a reality. I highly recommend Veterans United and specifically Travis Ward and his team.
Everyone worked together as a team from start to finish.
I feel Stephanie and Katy made this an easy smooth process, and Rae in finance made that part easy.
Matt and his team were professionals and communication was great.
Honest, professional staff and great customer service.
It was a pleasure working the Veterans United team. They were very responsive throughout the process and always left our conversation with "is there anything else we can do for you". The process was flawless right up to our closing the loan. I will definitely recommend Heather Carmichael and her team to potential customers with a 5+ STAR RATING.
It was a challenge going thru the loan process with Veterans United. But, well worth the experience. The loan officers ( Kimberly and Amber) assigned to me made a complicated process seem like a walk in the park. LOL! There was tons of paperwork to docu-sign and a mountain of documents needed to prove who I was and inspections on my future home to assure the homes' safety and worth. In the end, I was approved for my dream home with an awesome 3.5% interest rate. Their assistance didn't end there. They made sure my dream home would not make me house-poor by keeping my debt-to-income ratio in line. I had to be debt-free (including credit cards) to make the numbers even out.
From my Heart, Soul, Mind, there isn't a greater team as I had. Wouldn't stop, given up isn't a word to them. They stuck by me and my Daughter to the end. They are God sent for anyone who needs help. Blessing, Peace, Love to them all, God Bless.
Excellent customer service!!! Great personality!!!Make the process easy for you.
I will use veterans United for any home purchase moving forward. Andrew kept me up-to-date throughout the entire home buying process and responded to every question I had within minutes. I would highly recommend for any Veteran looking to buy a home.
This is the second home I have purchased. I was nervous going into this because I thought it would be a stressful process like the first time with a different lender. Nope. Nissi and her team killed it. Everything went so smoothly every step of the way. The most stressful thing was waiting on a letter in the mail from the previous state I lived in and they were super patient about waiting for that to get here. Uploading documents on the app was easy and I loved that Dennis could just text me to communicate. I was always able to easily get ahold of someone and get my questions answered. I will recommend Veterans United to other veterans. I felt like I had a team behind me working to get this done. 10 out of 10.
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Great experience. Highly recommended!
My wife and I was and still is impressed with the customer service and help in buying our first home using Veterans United services. The care and respect given to veterans is platinum. They seem to care for the whole veteran and not just a number. We were kept informed throughout the whole process and if I had a question it was not a bother them if I called several times a day or throughout the week. And I fill that we had the best team Veteran United has. Awesome is defined as extremely impressive or daunting; inspiring great admiration, apprehension, or fear. It also should include Jimmy Stranz, Ashley Stratman and Corey Sublett. They made our first time home buying experience seamless. WHAT A TEAM!!!!! Thanks From The Williams Family
Tyler and team were great to work with! I’ve purchased 8 homes and this was by far the easiest process I’ve e we gone through. Highly recommend!
Chris Solomon was very helpful and patient with me. He made the process almost painless. Seriously, I would work with him again.
