Overall, we had very little direct communication or interaction with Kyle Gardner. Our direct point of contact, Justin Owens, did not meet our expectations for service. His communications were often delayed. He was difficult to get in touch with via phone, and seldom returned messages. He was outright incorrect about our financing situation initially, which caused some major adjustments. Specifically, he indicated that there would be NO issue with financing under a VA loan as an un-married couple, where my partner is not qualified for VA loans. Quotes for loan rates and recommendations to wait ended up not in our favor.
Overall lackluster experience that required a disproportionate amount of proactive follow-up on our end to move the processes along.
Response from Veterans United
Thank you for being honest with us about the conclusion of your loan process, Brian. We learn the most when we listen to our clients, and we hope to learn even more from you soon. While we cannot change the experience you had we want to ensure that no other Veterans have this same experience in the future. Discussing your experience and learning how we might look to improve is part of our commitment to provide outstanding customer service. Our Client Advocate team is available to talk about what may have created confusion for you near the end. It is our goal to use your feedback to improve the service for folks down the road.
Before we started looking to buy a home, we had never heard of Veterans United. A comparison of VA loan interest rates introduced us and we took a chance. Not only did we get the best rate on the market, we ended up with an amazing team that worked countless hours to make sure we ended up in the right home for us. They were honest with us and always protected us when it came to important decisions since this is our first home. Needless to say, we are very happy with our decision to use VU and cannot recommend them enough. Thanks again!
All I have to say is use Veterans United. They are helpful from the jump and set you up to be successful and find the right home for you and your family. The process was smooth, the continuous contact was amazing, and the checklist to help you make sure everything was turned in properly. Truly beyond amazing especially for first time homebuyers.
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From the beginning we were excited about getting started on buying a home. We put in our information and got a call immediately. We were impressed by how quickly it moved. However, once we got everything in motion, it became harder and harder to get ahold of anyone and brought us down to the wire, literal hours before closing. We knew that VA loans are a little more paper heavy than a regular loan, however we got everything in in a timely manner. We were lucky the attorney was willing to work with us as we had to postpone our closing time 3 times even though the date had been set 3 months back. We were nervous and anxious as we felt helpless while waiting to find out if and when we would be able to close. I think overall, the services provided are good and do not discourage anyone from using Veterans United however we would have liked better communication and availability from our loan team.
The entire team was responsive and very professional. Also the process was extremely organized and used a portal that was user friendly. Thank you.
