Hannah and my whole team were amazing and answered every single question I had.
I just want to provide my deepest sense of gratitude to you with a huge thank you for working with me these past few months. You have helped make a lifelong dream of mine come true; owning my own home. Even when I called or texted well after business hours you were always responsive and courteous to my concerns. You made this loan process much smoother and less stressful than I could have imagined.
Cole ant team made this experience extremely easy and efficient! Personally I would highly recommend this company to anyone purchasing a home. I’m beside myself on how well this turned out.
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You were dedicated to assuring that I had a good experience. Your staff was very attentive to our needs. Thank you!
In general, I appreciated working with Veterans United very much. My only issue was that I would have preferred to pay the homeowner's insurance myself rather than it be attached to the escrow.
The whole team with United was very awesome. I will tell other Veterans about you. Thanks
Had an awesome team and wouldn't have had it any other way. Way less stressful than anticipated and kept me informed the whole way. Thanks again Andy and Brandon!
John and the team were outstanding during the loan process. By far the best experience I have ever had with a mortgage company.
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The loan team did a great job.
My VU home team are amazing and completely took care of me . The service they provided was extremely helpful and I’m so grateful for the amount of care taken to help through the whole process!
Sam and his team were outstanding. My home buying experience was quick and everything went smoothly
I'd just like to thank Daniel and Lauren, our dream team, because they went above and beyond for us to make sure we got into our dream home. Any question I had no matter how crazy it may have been they were always there to answer them. Thank you Daniel Heggarty and Lauren Pusateri from the bottom of my heart for putting me and my family into our home.
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
