Tony and Morgan were literally the most outstanding "bank" people I have ever dealt with. When we were apprehensive, they sent a reassuring email, when we had questions, they answered promptly and swiftly.I 100 percent hold them in the highest regard.
The beginning of the home buying process was great and everything was moving along smoothly. Everything was starting to get stressful towards the end because I kept getting bounced around between MyVU contacts. Not being able to sign into the app when I needed to because it was time sensitive didn’t help either. Towards the end it just felt like I was flying blind with little direction and felt like I was just getting pushed along getting document after document thrown at me to view and sign last minute. I was told multiple times that we were going to close on a certain date so I had to keep asking for days off which isn’t easy to do as a truck driver. In the end we lost a lot of money so we didn’t even get to enjoy closing on the house. We were more happy that the process was over than having actually bought a house. I wouldn’t go as far as to not recommend MyVU to friends and family because I’m sure both everybody goes through the same experience but I would definitely tell them to be cautious so they don’t go through what we went through.
Response from Veterans United
Hi Sergio,
I’m really sorry to hear how things ended—especially after such a promising start. Buying a home should feel exciting, not like a series of last-minute curveballs. Getting bounced between contacts, not being able to log into the app when timing mattered most, and getting hit with unexpected documents and delays? That’s a lot to take on—especially when you're trying to coordinate days off as a truck driver. You shouldn’t have been left flying blind in the final stretch.
It’s upsetting to hear that closing felt more like a relief than a celebration. That’s not the experience we want for anyone, and I appreciate you being honest about it. If you’re open to talking more, our Client Advocate team would like to hear from you so we can look into what went wrong and help make sure it doesn’t happen to someone else. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. We’re in the office Monday through Friday from 9 a.m. to 5 p.m. CST.
Thanks again for the feedback—and for giving us a chance to learn from it.
The process from beginning to end was seamless. They took care of everything and thought of the things I needed,like internet and sent me information on all of the other services.
My loan team was outstanding from start to finish. These guys know what they’re doing and do a tremendous job! I can’t thank them enough!
Ready to see for yourself?
Experience first-hand why 353,258 homeowners give us a perfect score!
The experience with the lending officers was extremely disappointing due to a clear lack of professionalism, poor communication, and inadequate time management. Timelines and expectations were consistently misrepresented, and the process required three separate extensions to the closing file in order to meet the necessary deadlines. This mismanagement jeopardized the successful completion of the transaction, resulted in additional costs to the seller—who was unable to plan his move accordingly—and caused significant stress and uncertainty for the buyer, who received no clear assurance that their loan would be approved in time.
Response from Veterans United
Hey Derek,
I’m really sorry to hear how things played out on this one. It sounds like the delays and lack of communication created a stressful situation not just for the buyer, but also for the seller—and that’s something we take seriously. No one should be left guessing whether their loan will be ready in time, especially when multiple extensions are involved and people are trying to make major life moves around closing dates.
You should have been able to count on clear timelines, consistent updates, and a team that kept things on track. I hate that this fell short on all fronts. If you’re open to it, I’d like to have our Client Advocate team take a closer look at the file. You can reach us directly at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday from 9 a.m. to 5 p.m. CST.
Thanks again for the candid feedback—it helps us know where we need to improve.
Sincerely,
Made a stressful process less stressful thanks to good communication and available resources.
This was my first time buying a house and the team was awesome! No question was too small and the patience and explanation helped ease this process.
Exceptional! They got me approved and worked diligently to have all paperwork ready for closing.
Rob Hayward's team made a very stressful event in my life super easy. They were always great to talk to and very understanding of my situation. I will recommend them to any Veteran that needs to buy a house in the future.
There's without a doubt that there is a plethora of tools that comes with this company that ensures the moves are complete. The realtors assigned to us gave us the complete transparency we needed.
This is the second time I’ve work with Derek when looking for a new home. Both times the service was exceptional. I would always recommend Veterans United home loans. Derek and the whole Veterans United team make a very big and important purchase the easiest process. The smallest details don’t ever go unnoticed and I appreciate all the work they do to make the entire process run smoothly.
