Our experience with Veterans United was exceptional. They were professional, and timely with all correspondence. The process of purchasing a new home could not have been better.
I was insure how to do a lot of things.they walked me through and were a great help
Honestly, they did not keep very good. Contact with my realtor or myself trying to get information was absolutely horrible. One person would tell you one thing another person would tell you another calling constantly getting machines was absolutely the worst. Nobody really made a real effort to reach out to me. I would ask my Realtor if he knew anything. He said no they weren’t good at getting back with him either not to mention when trying to buy a house when you tell them that you’re trying for VA nobody really wants to deal with you because the expectations they say are too high and there’s too many hoops to jump through When we got to talk to people. They were very friendly though, but it was very hard to get in contact with them and for the amount of money that they charge I don’t think it would kill someone to pick up a phone and have a phone contact instead of over the Internet. It makes you feel unimportant and unvalued. It would be nice if it was more personal and that you felt like they actually cared about your situation when you’re doing things through email, especially when you’re dealing with older people it makes it much harder to deal with.
Response from Veterans United
Hi Larry,
Thanks for taking the time to share this—I'm really sorry your experience with us felt so disconnected. Buying a home should feel personal and supported, and it’s frustrating to hear that instead, you were left chasing down answers and feeling like no one was really listening. That’s not the kind of experience we want anyone to have.
You shouldn't have had to rely on your realtor for updates when your loan team should’ve been proactively keeping both of you in the loop. And you're absolutely right—when it’s hard to reach someone or you get conflicting information, it makes everything feel more stressful and less human. We talk a lot about supporting Veterans and their families, but in this case, we didn’t show it in the ways that really matter.
I also hear your point about how the process feels for older borrowers—and you're right again. Communication should meet people where they are. A phone call may seem small, but when you're making one of the biggest purchases of your life, it can make a big difference in feeling like someone actually cares.
If you're open to it, our client advocate team would really appreciate the opportunity to take a closer look at your file and talk through your experience. You can reach us at 1-800-212-5200 or email ClientAdvocate@vu.com. We're available Monday through Friday, 9 a.m. to 5 p.m. CST.
Great experience with Veterans United. Process was made very simple. They were fast and efficient.
I was helped along my entire home buying journey without problem. The team made it feel so smooth and they were there to answer any and all questions I had even if they felt like silly ones. The whole process through the MyVU portal was pretty easy and straightforward with the ToDo’s list which I loved! I would definitely recommend Matt, Kelsey, and Missy.
Veterans United made the homebuying process easy and stress-free. Kara was amazing—always available, super knowledgeable, and made sure everything stayed on track. Couldn’t have asked for a better experience!
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This was my 3rd time using veterans united. They make everything easy and they're fun to work with. They always say buying a home is stressful, but it's not with Veterans United.
Great team to work with from the pre-qualification to the close of escrow,
If I had to chose a home loan agency again I would chose Veteran's United hands down.
Conduct, according to my view it was on point from the start.
