When Vince went on vacation we were left to a member of his team who we couldn’t get in touch with. When we finally got in touch with them a day later they told us they were working from home and didn’t have phone service. This same team member was given three phone numbers to contact about my employment. It took her a week and a half to call those three number while we were on crunch time for closing. So needless to say we missed our closing date by an entire week which angered the sellers and their agent, understandably. This team member also communicated very poorly with us and with our realtor. Our realtor came to us several times, telling us this wasn’t the way it’s suppose to be. On two separate occasions I called this team member about questions we had 6 times in one day and never received a response. They would upload something for us to do in the portal and would write ‘if you have any questions call.” Problem was they would never answer the phone. I understand they are busy and doing a lot but communication is everything and a simple email or phone call back is all it takes to put folks at ease. Hopefully this review doesn’t get anyone in trouble, for that is not our intent. All we hope is that someone learns from this review and ups their communication with the client.
Jonathan made refinancing my own the easiest process in the world. I was worried because I had to do so little I had thought something was wrong, no it was because Jonathan had done everything he could to make my experience as easy as possible.
I had a great team. They were always a text message or email away. Friendly and helpful.
Ready to see for yourself?
Experience first-hand why 365,292 homeowners give us a perfect score!
Great experience with Brandon and his loan team, and also with Sal and his real estate team. Clear and timely communication, especially helpful in keeping things on track.
They were very helpful to a first time buyer.
Our first mortgage was through USAA, who immediately transferred it to US Bank. I was not impressed with that process, however, this time I was recommended Veterans United by a friend and when I compared current rates, Veterans United was much better than other companies. I began the process, and everything was done virtually, from start to finish (minus closing, we moved and were in place for that) it was very smooth and easily done. Very happy overall and would recommend to friends/family!
Worst company! But if you like not getting answers and being charged additional fees that were not properly disclosed this is the place for you. Will try to do everything to make this monumental event in your life as hard as possible.
Response from Veterans United
Hi Jacqueline, thank you for your open and honest feedback. Providing concise and effective communication is a top priority, and a member of our Client Advocate team is available to discuss your experience in greater detail. We are dedicated to making clear requests and assisting customers in providing documentation that is necessary for loan approval. The process for disclosing the costs of a loan is managed very closely. We understand how relying on estimates for a portion of the home buying process can seem inconsistent or make it difficult to trust the process. It is always our goal to strive for improvements, and acknowledge any mistakes made along the way. We look forward to learning more about what may have caused you to feel this way.
If you are a veteran and are actively looking to purchase a home or if you are refinancing, I would highly recommend Veterans United Home Loans!! I would give the 5/5 stars! Knowledgeable, efficient, friendly, and understanding!
Our realtor, Bruce Balfeur, was an all-star! He is laid back when it comes to you looking at homes. If you have a home that you want to see, he’ll make it happen. But when you find that home you like he flips a switch and becomes all business. He’s a master at his craft. Bruce has been in the game for quite some time, and it shows! Thanks for all of your help Bruce. We were blessed to have found a realtor like you.
Kristen Ruesch is superb at her job, very knowledgeable and will answer and assist with anything that you may have come up. She speaks in plain English and responds immediately as you go through this process.
Any questions I had were fully explained as the process moved along.
