I want to say thank you for working with me during my original loan process and thru my refinance. I'm not a fan of surveys, I simply believe that if a person has a job to do he/she should do it to the best of their ability, after all you're being paid to do it. As far as working with each specialist, I have to say I guess they did what they were supposed to do as far as the paper work is concern. Because of who I am I've been treated difference all my life, I cannot say if anything special was done.
Even though the entire process was 'virtual' during the pandemic, all persons involved walked us thru the process entirely online with e-signatures for all processes. Answered any and all of our concerns and questions over the phone day and night, 7 days a week - always with friendly and professional interfacing.
Chris Lunn was my contacting agent. He is awesome and with out his help I would of gone to another lender to fund my home. Chris gets a 10 score. However, the company and Loan Coordinator Tyler Lentz is the reason for the low score. Tyler does not have people skills. Tyler needs to be re-trained on people skills especially when speaking to vets. Tyler clearly spoke down to me and with the attitude of "you want a loan get this done". Totally unacceptable. The lack of integrity and lack of professionalism of Tyler is the reason I worked with Chris. Tyler's supervisor also needs to be re-trained in people skills since the supervisor was backing Tyler. Company favoritism is also unacceptable.
Most of the process seem to be that the "left hand did not know what the right hand was doing". There were a lot of duplicated questions that were asked and had to be filled out. This has to cost your company several thousands of dollars each year for these duplications.
I would also receive phone calls from some unknown person saying that they were calling in regards to the financing. Turns out that Tyler Lentz was the one who told these people to call but did not follow-up with me via email or phone call to let me know what was going on or who would be calling. This is unacceptable and again Tyler lacks the integrity and professionalism that is needed in a situation such as this. It was this activity that almost stopped me from finishing the finance process.
Lastly, I was explained that all "Pay-off's would need to be set for the 10th of July. Funny thing is that the financing was funded on the 6th of July. As of the 12th of July one loan that was suppose to have been paid off by the July 10th has still not been paid off when this was written. A payment was made by me because after the lack of funding being paid by your company when they said it would be. This was a $11,000 plus loan that has still not been paid off. This again is unacceptable.
Response from Veterans United
Hi Aaron, we appreciate the chance to hear from you and we understand that the communication may not have exceeded expectations. We want everyone to feel that we go above and beyond to deliver outstanding service. A member of our Client Advocate is available to speak with you and learn more about what may have caused you to feel this way. It is our goal to provide expert and reliable communication through a dedicated Loan Specialist. Providing Loan Specialists via your loan team enables us go to great lengths to ensure you'll have an easy time reaching out for assistance. It is our goal to provide consistent and personable communication to everyone we serve. While we cannot make up for the fact that expectations were not exceeded, it is important that we always look for ways to improve for future customers. If you wish to share more information, then please feel encouraged to contact us for further support.
We purchased our second home through Veterans United and later refinanced our home with them as well. They were great to work with, they answered all our questions and concerns with respect and accuracy. After our experience we wouldn't want to work with anyone else.
Choosing Veterans United Home Loans to help us finance our first home was the best decision we could have made. Working with all of the team members at Veterans United was such a positive experience that I would recommend to any and all. They even sent a package to congratulate us on our new home - filled with treats and toys for our pup, Fred!
My husband and I place great emphasis on how personable those we do business with are. And it just does not get any more personable than the staff members we worked with at Veterans United Home Loans. Such fantastic people!
This is the 3rd house I have had josh help me with. I will continue to return as long as he is here
I believe if I had been processing this loan it would have gone much better it was an expensive experience that I will not repeat
Response from Veterans United
Hello Robert, awareness that certain aspects of the loan process benefit from exceptional attention to detail by all those involved is essential. Thank you for sharing your voice and for bringing this to our attention. Your comments allow our Client Advocate team to research further for learning opportunities. We are always looking for ways to prevent issues and create an outstanding customer experience. If you wish to connect with us further, please do not hesitate to reach out for support.
Easy to use software. Be prepared for emails, text messages, and phone calls to find a good home.
Ready to see for yourself?
Experience first-hand why 364,375 homeowners give us a perfect score!
Would highly recommend VU for all your VA loan needs.
My loan team was awesome! Being a first time homebuyer, they walked me through every step of the process. When I complicated the process by switching loan types they were still kind and very helpful and understanding.
Keep in mind the time difference of where they're located vs where you are located. And remember it's a machine of a company so expect paperwork to sit on people's desks for hours. They're really good if you're not in a big hurry.
Veteran United is great in helping veterans in the home buying process Smooth and easy I had no problems finding a home and getting financed.U filled out most of the paperwork online so there wasn't a lot to do for closing.
This was my first experience with Veterans United. I did not know what to expect, however; Jennifer and Kimi made the experience an exceptionally one. They were both so patient and professional. They were both there to guide me through the home owner process. If I had to do this again, I would choose Veterans United again. My home loan specialist and my real estate agent made this experience a great one!!!
