Honestly expected better. The communication was terrible there were so many times I could not get ahold of my loan team in a timely manner. I was constantly being told two different things about the loan process. Kelsey Riggs would tell me one thing and Anna Barton would tell me that was not correct and give me different information. I was told on several occasions “that’s not my lane ask Kelsey or Ask Anna” and neither of them could give me answers to my questions. Leading to many false claims about rates and credit checks. Kelsey told me the hard credit pull was not done, Anna told me the same day right after speaking to Kelsey that it was done. Kelsey told me the hard pull would not be done until closer to closing for rate purposes which ended up not being true. I was never notified prior to locking in the rate and even at the end when asked was told they locked it in when I was previously told it wasn’t locked and I would be notified before they did any rate lock. I was left to guess about paperwork until after I had already signed because no one would answer their phone or email until it was signed. I would definitely recommend finding any other company to work with. This was not my first home and if it was I would have probably gotten screwed worst than I did. In the end I am stuck with a rate I didn’t approve and a higher mortgage than I had told the loan officer I was budgeting for. I am still waiting to hear back from Kelsey about an escrow adjustment for the property taxes that were included that I do not have to pay due to being 100% VA rated. They promised credits and discounts but in the end they were empty promises. I am very sorry I did not go with my previous loan servicer. After this experience I will not be using VU ever again! All I can say is beware! I am definitely looking into a formal complaint against them!
Response from Veterans United
Hi Lori,
Thank you for taking the time to share your feedback. I'm sorry to hear that your experience was marked by inconsistent communication, unanswered questions, and confusion throughout the loan process. I understand how frustrating it can be when expectations aren't clearly communicated and you don't feel confident that you're receiving consistent information during such an important financial decision.
It's especially disappointing to hear that the experience left you feeling unsupported and dissatisfied with the outcome. We want every borrower to feel informed and confident throughout the process, and I'm sorry that wasn't your experience.
I appreciate you sharing your perspective. Feedback like yours helps us better understand where we can improve and provide a better experience for future borrowers.
Sincerely,
Claire S., Client Relations Manager
Very professional. VU had an offer my other two lenders could not beat! This is our first home. My fiancé and I are happy to start our family! #ProudVeteranHomeowner
The entire process was so smooth with the help from Lisa, and her team with Melissa, Amanda, Lindsay, and Dylan. Thank you guys so much for your help and encouragement along the way.
Rob, Kellie, Audrey, etc, were wonderful.
They answered all my questions and made every effort to be as helpful as possible.
Tommy and Caitlin I refer to them as my Dream Team because they went above and beyond with their amazing energy and enthusiasm and efforts to help me have the home that I wanted as well as needed for many years and as a disabled veteran I would recommend that any veteran should seriously seek the assistance of Tommy and Caitlin, and I wish to mention the amazing work and efforts of my real estate agent Kenny who also contributed so very much in helping me get my home. To me! Each of these wonderful people are a part of my life and family.
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I had a great experience working with Veterans United. The process from start to finish was very simple and their app/website is very user friendly and easy to submit documents. 10/10 recommend!
Josh Bowles was very responsive and helpful throughout the home-buying process.
Veterans United took off all of the stress of guesswork and the mental load of home buying! Our team made my family's lives so much easier, and the process so much smoother. We truly can't fully express our gratitude and can't recommend them enough!!
The wife and I couldn't have been happier with the awesome service and great results from Veterans United. The team was informative and responsive throughout the whole process.
Justin Miller, Tayla Breeden and Spencer Cole were phenomenal. They made the daunting home buying process smooth and easy.
Reece and his team offer the easiest home buying experience!
Everyone was super nice and helpful! They never make you feel dumb and are happy to answer any questions. They are also awesome about getting back to you.
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Veterans United and the team I worked with were all absolutely incredible. They were easy to communicate with, helped me complete tasks quickly, and even sent me a personalized house warming gift. They went above and beyond and I am more than happy to share my experience with others.
Veterans United is very professional and knowledgeable. I would recommend any and all of my friends and family to them.
The team made everything super simple and straightforward! Everyone answered our questions and helped us when needed.
