I appreciate everything Veterans United did for me.
Well, This is my second home purchase in a different state with a different loan company with the same rules and regulations for the United States Veterans Affairs Department. I recently just purchased a new home, new build in a new community, and new state which is North Carolina. From the start with the builders (Smith and Douglass) were very difficult and discouraging because I didn't choose their lender. So the builders decided to give me a hard time so I immediately reached out to my loan Specialist Ty Reece and initially he gave assurances that we would have a better finish. Well that didn't happen. Through out my process no matter what questions that needed to be answered I answered as soon as it was asked of me to ensure that I have a smooth transition. Now I was given a couple of closing dates and a few snags along the way. I tried to give Veterans United as much time to get out in front of any delays. When different events occurred and I didn't understand or had questions about something, I reached out to Ty Reece my loan Specialist I called and got sent to voicemail, then I started emailing them until someone other than him responded with out the answer to my questions. I then had to get my agent involved until they stop returning her calls as well. I was able to get all the way to one day before what I thought was my closing date however, instead I got a message from the builders to say that I was not closing. Veterans United was supposed to have conveyed with me that I would not be closing at least 3 days prior because the underwriter had yet a question a day. The whole team knew that the underwriter was not satisfied with closing my loan a week prior however no one thought that I should know or given the opportunity to at least clear up whatever was not satisfied. Now my closing was slotted for December 30,2021 at 11am. I didn't find out until 2PM on December 29,2021 that I was not closing because a legal document hadn't been signed 3 days before you can close. Now I had already paid for things to be delivered to the new house on December 31,2021and made plans to go on a vacation with my family for a week that was paid for a year ago for January 3,2022- January 10,2022. As well as vacation planed from my job already in place. Now it's late in the 4pm era and I'm just getting an email from Veteran United stating that we don't have a clear to close from the underwriter and they don't know when I would get that clear to close. Veterans United had sworn up and down that the builders wasn't giving the cooperation so it was at a lock until the cooperation was given. Veterans United communication was dry and sounded confrontational and the other company gave them what they asked for however Veterans United didn't give an example or breakdown of what they were asking for step by step, and I know this because Veterans United asked me for the same thing multiple times and I have given it to them and instead of saying that that it wasn't what they were looking for they instead held my loan process out. So again I called, no answer went straight to voicemail, so I sent an email to my loan Specialist Ty Reece to let him know that their communication was poor and left me with alot of anxiety and stress. Veterans United ability to communicate almost had me in a breach of contract of $415,000 loan with the house that I thought I could be excited about. This was horrible for me and in the 11th hour and I mean this literally my loan Specialist Ty Reece came in and got a rush on my package because of his great rapport with the underwriter and got me to closing in less than 24 hours. Now I said all of that to say if communication was better this could have all been avoided. I truly lost time emotional, mental and financial stress which
was bestowed upon me for something that was achieved in less than 24 hours. I say Veterans United has done a disservice to me being a veteran myself. I would still recommend Veterans United in hopes that someone would read my post and get out in front of this obstacle and have a better experience than I did.
Response from Veterans United
On behalf of all of us here at Veterans United, we want to thank you for providing honest feedback around your loan experience. Esther, we value your patience and commitment in sticking with all parties who had a hand in your loan experience. We do not take responsibility for third-party actions, and we understand how important it is to discuss these scenarios. Your comments have helped us consider ways to influence third parties and help them improve communication with one another. We know well how it can feel to resolve numerous underwriting requests as required for the VA benefit. One of our Client Advocate team members has begun to research your comments, and will be working hard to learn as much as possible about what caused your closing delays and miscommunications throughout your process. While we cannot change the experience you had we are committed to accountability, exploring ways to improve, and seeking opportunities to continue serving you. It is our hope you'll enjoy your new home, and that our explanations have been helpful. Should you wish to share more information regarding this or any other matter, then please do not hesitate to connect with us and our client advocate team.
These guys and gals know their job skills. They use their knowledge of homebuying to help make it so easy buying and understanding the whole process.
Seamless, positive experience from start to finish… Thanks so much!!!
Exceptional service Fahad and his whole team 100☆ the whole way. Thanks again Fahad and the whole team.
The market we purchased in is on the smaller end where realtors prefer to work with local banks, but our realtor admitted that working with Veterans United was smoother than any local bank.
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Marty Gaddie and his team are more than exception to work with. I have purchased 3 different homes with Veterans United, each experience was a smooth and organized process. I appreciate their readiness and attention to detail.
I would not consider using any other company for a loan. Everyone I dealt with I would give a 10 out of 10.
Great home buying experience and Veterans United truly understands what it take to represent Veterans. I highly recommend that you contact Brian Bradley or Kelly to start your home buying process.
Happy to have finished the purchase of my house. Looking forward to a new beginning in the new house. Just think that all parties on the same page working towards a common goal of helping a new home purchaser be as comfortable as possible from start to finish.
Response from Veterans United
Thank you for this information Alan. We appreciate your comments immensely, and we know how confusing it can be to tackle paperwork and other requests. For this reason, it is our goal to guide you every step of the way and make the process seem as easy as possible. Working together as a team is essential and we have established means to prevent experiences like yours, therefore it would be helpful to learn what may have caused you to feel this way. You did a phenomenal job, and you have earned the opportunity to rest in your new home! It is our goal to promote accountability within our teams and consistently deliver an outstanding client experience. We would like to invite you to reach out to your Client Advocate team here at Veterans United to discuss further details on your recent experience. Providing information to our team will help us assist in training and education that will better assist further veterans. Thank you and thank you for your service.
All and all great experience. Improvements would be answering questions quicker. One negative thing we experienced was having a very important question ignored for sometime, we had to keep inquiring about said question and im not sure it ever got answered.
