It was a very positive experience.
Veterans United was able to successfully finance my second home. Pre-approval was quick, my Loan Specialist, (Chris Lunn) was great to work with, and we closed on time.
I was not pleased with the lack of communication and unresponsiveness from Veteran's United. (VU) There were some discrepancies with the documents I uploaded to VU's database; these discrepancies were not communicated to me until several weeks later (two days prior to closing) which forced me to scramble to acquire the appropriate information. The title Co. did not receive the "clear to close" from VU until the day of closing, in spite of multiple emails and phone calls from our agent and myself to enquire about the delay. These emails and calls were ignored until the week of closing which caused a lot of last minute scrambling to gather information and documents. Furthermore, the amount due at closing was increased at the last minute and was not communicated to me which caused a shortage at closing, for which I was not prepared. This caused further delay and embarrassment. Lastly, I received a text from the Senior Loan Officer (SLO) encouraging me to give a rating of 10/10 on this survey. In this text, the SLO Mentioned another loan officer, by name, (who seemed to take over my case around a week or so prior to closing which is when I finally started receiving communications from VU) and hinted that I should rate my overall experience with VU as if I was rating the other loan officer individually. I didn't respond to the text, as I found it to be highly unprofessional and was even offended for the other loan officer who's name and good service practices were being held for ransom of a high rating.
Response from Veterans United
Hi Richard, Thank you for discussing your experience with a member of our client advocate team. We truly appreciate the opportunity to research your experience further and learn more about the ways we might improve for the next customer. It is our goal to promote accountability within our teams and consistently deliver an outstanding client experience. We will use our communication to learn how we may improve should a similar situation develop for a future customer. If you wish to share more information regarding this or any other matter, then please do not hesitate to connect with us.
Would work with Veterans United again any day. Great people and great company.
Carrie and Nina answered all our questions in a prompt and courteous manner. Carrie also made herself and her replies to our emails in what was probably off hours. VU made this transaction and step forward In shortening our mortgage through refi, low to no stress and efficient. Carrie and Nina took time to address all of our concerns. Two thumbs up to Carrie and to VU. I personally would recommend ( and I never do this) both VU and Carrie. Cheers.
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The entire team in general was respectful, knowledgeable, and available when ever we needed assistance. I am pleased to have worked with a group that is committed to their client.
Great communication
The team that I had for my home buying a journey was amazing and I would definitely recommend anyone and everyone to go through Veteran’s United
