Either didn't pay attention to details or didn't know what they were doing because we had to change the loan type 2 different times based on the same information I provided from the very beginning. Moved closing date 4 time and each time increasing interest rate, & down-payment needed. myself , my real estate agent, the title company all kept waiting for documents and info from lender even on final closing date. Did not feel as tho I was being helped, felt as I was treated as was just another number.
Everything OUTSIDE OF VU: The sellers and their agent soured the experience significantly. The sellers and their selling agents didn’t care at all about, well, anything. In fact, we came to eventually believe they were complete assholes. Inconsiderate, unprofessional, negligent, jerks. Read on...
1. They made visits to the property incredibly difficult, and gave our agent Karly a hard time about things every step of the way. This was mostly due to a repeat incident where their door was being reportedly left unlocked / open several times. This made no sense to anyone who was granted access, but they kept claiming it was Karly’s fault, since she’d be the one to let us in, or inspectors, etc. We later attributed all this to a poorly installed door that appeared to lock on the way out the front, but could easily be pushed open. Hm! That’s probably something worth mentioning right there, sellers!! A simple, “you need to pull the door tight as you lock the deadbolt.” This was never mentioned to anyone looking at the property.
2. Due to the door incidents, they banned anyone from any further visits for the month of december. This really pissed me off because I needed to get measurements to order parts for the basement, which I was going to finish for a workspace. So this ban to visit would in turn, set my project planning for the basement studio back weeks, which in turn had a domino effect on my work, and I was not prepared for my return to work in mid january. In all of the years Karly had been an agent, she'd never dealt with a worse selling agent and sellers.
3. Their communication was abysmal, sometimes not even returning calls for a full week, or not returning them at all, or not following through with BASIC things required.
4. No show from sellers or agent at closing. Neither the seller’s agent, or the seller dropped off the keys! What a completely disrespectful thing to do. Not even a call to the closing agency to even tell them they left the keys in a lock box on the door. They didn’t even share the new combination. So Karly, once again, had to call their agent. They didn’t pick up, so Karly left a voicemail. They didn’t call back. They didn’t apologize. They just texted back the code an hour after we closed.
5. The part that pissed me off the most was the fact that the sellers didn’t take their sign down for weeks after we closed. They had 10 days since closing before we even moved in! So after the first week we moved in,, I pulled the sign down, and called Karly to pass the word to the seller’s agent that if they want their sign back, they can contact me directly and I’d let them into the backyard. I get a text from the agent the next day, flat out lying about their sign company coming by the house that week but not seeing it. This jerk couldn’t even apologize, but instead, invented a lie that placed blame on the fact that we pulled the sign down. That might have worked if he hadn’t claimed that happened when the sign was still up in our yard.
When the agent came to pick up the lock box he gave us no warning. He scared the living shit out of my wife and kids when he approached. He never rang the bell either. Just some random guy coming by at 9 pm and standing outside our door. My wife nearly called the cops. I came up from the basement and confronted him as he walked away, which he turned back on his way back to the truck, and said “lockbox.” prick.
This same thing happened again when the “sign company” came to pick up the sign from our backyard. Once again, no doorbell ring initially, just two guys at our driveway gate trying to decide how to get it. WTF?Lastly, Veterans United sold off our loan to a place called newrez. The problem I have with this is that they offer no options to pay the mortgage from different accounts. You can’t even split pay. This means I have to call every month to pay our mortgage, as half comes from my checking, and half from my wife’s. I called them 2 days ago to make a half payment from my checking account. When I called back today, I gave them my wife’s checking account info to pay the other half remaining due this month. The rep tells me that my payment had been applied to principal, and that we still owed half. Fortunately they were able to reverse the payment and apply it to the regular monthly payment. The first agent never told me this on the first call. Will this happen again? I think Veterans United should do some research about which company’s are allowed to bid. Customer service and online experience makes the difference, as those are the only 2 things most people deal with their entire time paying a mortgage. NewRez’s site is bare bones, lacking basic options that most banks have, like using more than one checking account, and making partial payments. And their customer service hadn’t proven trustworthy. Frankly its a pain in the ass to have to call to make these payments each month, but it’s not something I’ll hold against Veterans United. But it’s worth mentioning as it feels as though we’ve been handed off to some random half-assed mortgage firm with negligent customer service.Overall we are happy with our home purchase. But very soured by just about every experience we’ve had outside Veteran’s United.
I also want to point out that Britney and Kathy were equally amazing. Britney followed up with us several times, and Kathy was helpful and always willing to talk me through things.
John WIggins was another pleasure to work with. He kept me involved with every piece of needed material that the underwrtiers wanted and got it done quick! 10 stars all around for Veterans United, Stephen John and Jenn. Thanks for making my first home buying experience so easy!
Kept me informed the whole way through the process. The steps were very streamed lined and the web site makes it very pain free to get get your loan done. Thanks you all of you that were involved.
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Very professional organization made my process feel like a Cake walk.
I just want to thank the entire team who helped me and those behind the scenes who do such an amazing job each and everyday: you have made my dream a reality and I will always recommend Veteran United to any veteran buying a home. God bless you all
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They take you through it step-by-step and explain everything to you. Which made it quick and easy to get to the closing great people
Derek has set the standard for customer service and I will highly recommend him to anyone in the market.
I enjoy Emily and Aley who took care of me for relocation and ensure all my paperwork was correct for closing. Alley truly took a load off of me, by providing the names and contact info for everything relocation (phone, electricity, water, schools and the surrounding area). ALLEY was another gold standard bearer for Veterans United!!!
I appreciate that Veterans United was so willing to work with me on my home loan. There were multiple areas, however, that could have been improved. I was originally misled by statements that I would not have to produce funds to secure a loan as well as statements to the effect that the documentation that I had initially provided would be sufficient to secure a VA home loan through Veterans United. This simply was not the case and I was often pressured into providing documentation in triplicate to support simple, fact-based statements that I made regarding my personal finances, previous employment, and education history, in addition to nearly three thousand dollars that I had to secure prior to closing. At multiple points during the late stages of securing the home loan prior to closing, I was under obligation to make phone calls on behalf of myself AND Veteran's United to secure documents or information from financial institutions or previous employers. I am unsure why Veterans United was unable to secure the same information using their own resources and labor. Simple Google searches would have often provided the contact information requested or the email address of a potential contact or lead. In a few instances, the documents I was asked to provide simply did not exist. There seemed to be a severe disconnection between my loan servicing team and the underwriters. In order to secure my loan, my loan specialist ultimately chose to use a different underwriter. I feel that this decision should have been made well before it went into effect. I felt as though the requests for documentation were abusive at times and the specifics of documentation were quite vague. While I am happy that the process ultimately ended with closing on a home, it was quite different from home purchases I've made in the past and I would rather not go through this process again. I know that a lot of effort and time went into this home loan, though it often came at the cost of my own reputation with friends, family members, and my employer, all of whom I consistently reassured that I would be closing soon, only to turn around a few days later and inform them that the closing had been pushed back again. The only true way to characterize my perceptions about Veterans United during this process is mistrust by VU toward the home buyer.
Response from Veterans United
John, we appreciate your honest feedback and we too were thrilled to be able to assist you into your new home. Team work, clear and effective communication are essential to our ability to deliver exceptional service and we have established means to prevent experiences like yours. Our Client Advocate team is here for you to help ensure an outstanding customer service experience, and we invite you to connect with us further. We understand that the underwriting process did not meet your expectations. The mortgage process can certainly feel intrusive, but we want to reassure you that this in-depth analysis is a worthwhile step. Licensed Underwriters comply with regulations to ensure loans are properly documented, and we work to make that process as easy as possible. The underwriting process serves to protect the integrity of our industry and families who might otherwise fall into a financial hardship. Please do reach out to us if you would like to discuss your experience further. Thank you for giving us the opportunity to serve you, and we hope you enjoy your new home!
