Karol Hart, Amanda G., and the rest of the team were absolutely amazing from start to finish! They were very communicative, never hesitated to answer my questions or clarify things, clearly outlined the process and responsibilities of their side and mine, and fought for me when other entities were subpar. Additionally, they were kind, funny, and incredibly easy to work with. I’ve already referred a couple people to them since I closed a few weeks ago and I’ll continue doing so without hesitation!
Thank you!
I am rating my experience a 3 solely due to the service provided by Ashley (I would give her a 10/10 if I could alone). She was professional, empathetic, and highly supportive throughout a stressful process. Unfortunately, the rest of my experience was met with communication failures and a breach of trust regarding my grievance handling that greatly impacted the rest of closing.1. Communication & Responsiveness: There was a two-month gap in communication regarding interest rates, alongside miscommunications regarding the appraisal order.2. Unprofessional Demeanor: Interactions with Ali frequently felt condescending and defensive rather than customer focused.3. Breach of Trust & Process Failure: Due to my discomfort with the communication dynamic, I contacted the Veterans Advocate line to file a confidential complaint. I requested anonymity to avoid retaliation or awkwardness during the remaining closing process. The advocate assured me they would route my communication through Ashley without alerting Ali. This trust was broken. The advocate contacted both Ali and Ashley, framing my feedback as simply "being upset over an email."4. Defensive Confrontation: When the rate lock call occurred (which required Ali's licensing to execute), the call began with Ali spending over six minutes defending her previous email. I was blindsided by this discussion, as she should not have been aware of my “anonymous” complaint. When I attempted to respond, I was repeatedly interrupted by her. She would not listen to me speak and I ended up having a panic attack. Ashley was a witness to this call. As an experienced homebuyer familiar with new construction, I found this defensive approach highly unprofessional.I recommend Ashley for recognition, she truly understood the home buyer’s perspective. She salvaged this stressful process, and she is the only reason this rating is not lower. Respectfully recommend management to review the communication and grievance protocols of the rest of the team.
Response from Veterans United
Hi Amanda,
Thank you for taking the time to share your experience. I'm grateful you recognized Ashley for the care, professionalism, and support she provided throughout your homebuying journey. I'll be sure your kind words are shared with her.
I'm truly sorry to hear that the rest of your experience left you feeling unheard and that your concerns about communication and the complaint process added to an already stressful time. I understand how important trust is throughout the homebuying process, and I'm sorry your experience did not meet those expectations.
Your feedback is important, and I'd welcome the opportunity to learn more about your experience. If you're willing, please reach out to me 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. Central Time. If you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
We want to express our deepest appreciation to Jen Huppert for her outstanding support with our loan application and dor facilitating this opportunity. From the outset to the final stage, she was consistently available to offer guidance and assistance. We strongly recommend her…..From the Ibarra Family
Miguel Rosinski made the entire process easy and stress free. He was super patient with us - working with us for over a year as Jana and I navigated the housing market. He and his team provided multiple potential loan scenarios, yet I never felt pressured. At the end of the day I didn’t even shop for better rates as I knew Miguel was my guy due to his excellent customer service and communication.
They were always there to answer all my questions. Very professional and understanding. Everyone was so kind and made me feel that they cared . I was not just treated as a customer.
I'm thrilled with the service Veterans United provided me to land my new home! My pup loves the huge, lush backyard and it's so nice to be out of an apartment!!
Drennan and his team went above and beyond to get us over the finish line. Even with last minute changes at the eleventh hour, they were able to modify things to our benefit. When we purchase our next home they will be our first call.
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Kara, Karlie and the entire team were nothing less than amazing! Some of the best people i could ever hope to work with! They helped me with every aspect of the home buying process and were extremely helpful when I had any questions.
The Veterans United team was outstanding through every step of the process of buying my home. Sheldon Turk led the team so well that the entire experience seemed seamless. I would recommend Veterans United to any veteran or veteran family that is looking to buy a home!
Matt was helpful from the beginning! He did a great job at keeping us informed every step of the day. Any time we had a question, he was a phone call away. Everything was straight forward and a simple process.
We were grateful for the Veterans United team and we're grateful to be part of the veteran homeowner community!
Everyone was so quick and helpful!
Abysmal communication.
Response from Veterans United
Hi Timothy,
I'm sorry to hear your experience fell short, especially when it came to communication. I'd appreciate the opportunity to learn more about what happened. 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 if you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
This is our second time purchasing a home with veterans united and it went flawless. The online signing is a huge plus!
Shane Lamberson was absolutely amazing! He is a true professional and was always there to assist us every step of the way. He answered every phone call, even on weekends and in the evenings, and consistently went above and beyond to help with anything we needed.Shane promised us the best rate on the market and delivered exactly that. Despite other loan officers telling us that Veterans United would not be able to honor the rate they had promised, Shane and his team did exactly that — and they did it with absolute excellence.He made our home-buying experience incredibly pleasant, smooth, and stress-free. We truly appreciate all of his hard work, dedication, and commitment to his clients. We highly recommend Shane Lamberson and Veterans United to anyone looking for a knowledgeable, responsive, and trustworthy loan officer!
