Chris Lunn was my contacting agent. He is awesome and with out his help I would of gone to another lender to fund my home. Chris gets a 10 score. However, the company and Loan Coordinator Tyler Lentz is the reason for the low score. Tyler does not have people skills. Tyler needs to be re-trained on people skills especially when speaking to vets. Tyler clearly spoke down to me and with the attitude of "you want a loan get this done". Totally unacceptable. The lack of integrity and lack of professionalism of Tyler is the reason I worked with Chris. Tyler's supervisor also needs to be re-trained in people skills since the supervisor was backing Tyler. Company favoritism is also unacceptable.
Most of the process seem to be that the "left hand did not know what the right hand was doing". There were a lot of duplicated questions that were asked and had to be filled out. This has to cost your company several thousands of dollars each year for these duplications.
I would also receive phone calls from some unknown person saying that they were calling in regards to the financing. Turns out that Tyler Lentz was the one who told these people to call but did not follow-up with me via email or phone call to let me know what was going on or who would be calling. This is unacceptable and again Tyler lacks the integrity and professionalism that is needed in a situation such as this. It was this activity that almost stopped me from finishing the finance process.
Lastly, I was explained that all "Pay-off's would need to be set for the 10th of July. Funny thing is that the financing was funded on the 6th of July. As of the 12th of July one loan that was suppose to have been paid off by the July 10th has still not been paid off when this was written. A payment was made by me because after the lack of funding being paid by your company when they said it would be. This was a $11,000 plus loan that has still not been paid off. This again is unacceptable.
Response from Veterans United
Hi Aaron, we appreciate the chance to hear from you and we understand that the communication may not have exceeded expectations. We want everyone to feel that we go above and beyond to deliver outstanding service. A member of our Client Advocate is available to speak with you and learn more about what may have caused you to feel this way. It is our goal to provide expert and reliable communication through a dedicated Loan Specialist. Providing Loan Specialists via your loan team enables us go to great lengths to ensure you'll have an easy time reaching out for assistance. It is our goal to provide consistent and personable communication to everyone we serve. While we cannot make up for the fact that expectations were not exceeded, it is important that we always look for ways to improve for future customers. If you wish to share more information, then please feel encouraged to contact us for further support.
Even though the entire process was 'virtual' during the pandemic, all persons involved walked us thru the process entirely online with e-signatures for all processes. Answered any and all of our concerns and questions over the phone day and night, 7 days a week - always with friendly and professional interfacing.
I want to say thank you for working with me during my original loan process and thru my refinance. I'm not a fan of surveys, I simply believe that if a person has a job to do he/she should do it to the best of their ability, after all you're being paid to do it. As far as working with each specialist, I have to say I guess they did what they were supposed to do as far as the paper work is concern. Because of who I am I've been treated difference all my life, I cannot say if anything special was done.
The entire team at VU was amazing. From the initial stage to closing. They took a stressful process and made it enjoyable. I can’t imagine where we would be without the knowledge they shared with us. My family will forever be grateful to them for their time, compassion, and hard work.
With Veterans United, you have a family of professionals diligently working on your behalf. Oftentimes, companies with the word Veterans associated with it lack the ability to truly understand what it is like to be a Veteran. This however, is not the case with Veterans United. From the initial phone call, we knew instantly that we were in the hands of a very well oiled machine. Every step of the way, we were informed, updated, and anything required was requested in a timely (clearly outlined) manner. There were absolutely no surprises. Having the ability to digitally sign documents securely (in the wee hours of the morning) was beyond priceless. This simple ability is what allowed us to now call our Hometown home! Thank you, Veterans United from the bottom of our hearts!
Couldn't be happier with the services of the team that was assigned to me. Will definitely work with them again in the future. Thanks guys!
Best ever people to work with!!
Working with Veterans United was the best decision my husband and I could have made when we decided it was time to buy our forever home. The way their team worked to ensure that every aspect of our home purchase went smoothly truly made this whole process almost easy; especially considering how the housing market is right now.
Great company. Would recommend them to any Veteran.
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Jimmy and his team are very professional and extremely well knowledged. They make the refinance experience hassle free. I highly recommend Veterans United.
