Unfortunately, I don't think we'll be using Veterans United again. We had a much smoother experience with Guaranteed Rate. On a positive note, our representative Chris Campbell was timely in responding to emails, which we appreciated. Chris took some time off shortly after starting the process and we did not have the same experience with his colleague Steph Escott. Steph would either take a week to respond or not respond at all. She would ping us for items that we had already uploaded or there was confusion about what was needed (and from who) since my husband and I were both in the military. After one such error, I expressed to Steph that the process had been a mess, as our issues had mainly been with her up to that point. Steph forwarded my email to Chris, who then sent us an email that was rather defensive. He stated, "I am not seeing where we have asked anything from you or Jeremy that isn't required to satisfy the mortgage regulation." He said they've been working hard for us, thrown us a few bones (which we never asked for), and that they're the #1 VA purchase lender. I'm not sure if that was supposed to negate the personal customer experience we had, but anyone can have a negative experience with any company, regardless of a #1 status. I would guess that working in the mortgage industry is fast-paced and stressful. As a customer-facing representative, I would encourage Chris to "come from curious" and ask what the problems are before invalidating a customer's concerns. Additionally, customers shouldn't be privy to the drama happening behind the scenes. Regardless of how truthful a statement may be, it's not professional to tell your clients that there are problems with specific people in the process. It puts the customer in an uncomfortable position and frankly isn't something we care about. We just wanted the loan to get done by closing like it was supposed to. And while I appreciate Chris bringing up that we could provide feedback in this survey, he told me that when he gets bad ratings, it takes money away from his children. I feel badly even giving Chris a 6 or 7 now because I'm certainly not trying to keep money from his family. We don't blame Veterans United for the factors outside of their control, like the amount of time it took to get the appraisal completed. However, we would have liked to know earlier that the appraisal had actually happened and that we were just waiting for the report and not the inspection itself to occur. In the end, while Chris didn't always provide much detail in emails, he was responsive and more than willing to help. If we hadn't been working with Steph, I doubt we would have had any real issues with Chris. In the end, the loan was completed, and for that we're grateful.
Veterans United & their loan team are amazing to work with. They go beyond the call of duty to treat veterans with much deserved respect.
I highly recommend Veterans United! They worked in tandem to make my home buying journey a smooth process.
While living in Hawaii, I purchased a home in Washington utilizing Veterans United - they (Megan Santiago) made it easy and possible.
This was our first time buying and Mike and his team helped us every step of the way. The online ability to fill everything out was very helpful. I would highly recommend Mike and Veterans United Home Loans to any veteran.
Best Home Loan experience around!
My first closing back in July 2020 was such an easy process and smooth.
Then we refinanced this year in June and went the same.
My loan agent Danny was excellent. He answered all my questions I had in a professional and respectable manner.
I would definitely recommend Veterans United.
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Rob's entire team was very helpful. Every member made themselves available at all hours. Great group of people to work with.
It was a very nice experience with Veterans United. They answered all of our questions and helped us through the whole thing step by step. And the people were very nice.
excellent company, good customer service and very streamlined...
I bought many homes in the past and I normally went to my local bank. The local banks that I've dealt with were nothing special, some a little better than others but the same basic headaches of buying a home. I decided to try something different and after doing my due diligence I decided to buy my home through Veterans United. Buying a home through Veterans United was no question the best decision that I've made. The support team that I received was incredible. My loan team made my home buying process incredibly easy and headache-free. If you need a realtor they will team you up with a knowledgeable realtor that understands the VA loan process. My entire loan team was fast to respond to all of my questions and they all were highly motivated to help. When it was time to close they gave us the contact information to the local utility, cable, internet, and water companies in the area. From start to finish, buying a home through Veterans United was the easiest and best decision that we made. Good luck!
