I don’t know what the role of the loan coordinator is, but the different roles of people was confusing and frustrating. Particularly, the loan coordinator we had seemed to be lost. If she wasn’t lost, then she confused the process for us. Because I don’t know what her actual role was, I can’t definitively speak, but I do know that any issues that arose started with her and were resolved by addressing tasks she was in charge of. I would recommend ensuring they can execute the closing date. We asked the loan specialist and he said 30 days was average—I reasonably assumed it was from the date of contract. The loan coordinator told us 2 days before the scheduled closing that we couldn’t close and it was only 19 days from when she got the contract. I don’t think the buyer is responsible for the 7 day internal delay. There was a title issue that had to be cleared, the loan coordinator never thought to tell us that it was holding up underwriting. A buyer would want to know how a lien was cleared, you’d think. You may also want to make sure that your loan coordinator is actually talking to the escrow company and actually coordinating the closing process. I had to schedule my own closing because the loan coordinator was out to lunch. Overall, it seemed that I had no one leading my time. I had no point person that was managing the execution of the final loan—funding, closing, escrow, etc. I suspect that was supposed to be her. At the end, I felt like I was managing the logistics of my own home purchase and that has never happened before. All other times, I’ve been told where to be and where to sign only. This time, I had to be all over it because the loan coordinator wasn’t coordinating.
Veterans United met all my expectations in the loan process and many other areas of my move. Other items Veterans United team assisted me with were locating companies specializing in moving, security, cable/Internet, insurance and other relocation needs.I highly recommend this organization to anyone who is military or civilian due to the great customer service they provide and the outstanding personal skills of their team members.
Veterans United is a great mortgage company when buying a house. Extremely professional and knowledgeable! They made my home buying expensive easy! The portal that they set up online makes everything so easy! I would definitely recommend to all my fellow veterans!
Craig and Rain were excellent to work with while closing my loan. Rain gets a 10/10! Rain went above and beyond to deal with extra problems and delays that presented themselves during my loan that were no fault of her or Veteran's United. Rain was knowledgeable and comforting about all issues that arose. I would definitely work with Rain and Craig again and recommend Veteran's United to anyone closing a home loan or refinance. Thank you both for your hard work in putting my family and I into a spectacular new home!
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Great service and I feel peace of mind after refinancing and consolidation my credit cards. I will be able to save more than paying extra money toward finance charges.
We had a very smooth process of working with Veterans United. We couldn’t be more happy. Their staff worked well together and effectively communicated between each other and with us. All around we felt we had a great team working for us!
The whole team strives for your success!!
If a fellow veteran ever asks me I will definitely recommend veterans United home loans.
Rachel gruber and Gina we're both awesome to work with and always had an answer for my questions and made the home buying experience a lot less painful.
I Do Not Recommend Veterans United...In the beginning to prequalify, the service was remarkable and hands down a 10 out of 10. Moving on to when we found our home and put it under contract is when (in my opinion) things fell apart. We where assigned a "Team" of people that made it very confusing on who our point of contact was for things and was contacted by numerous individuals for different things pertaining to our mortgage; Instead of having one point of contact. We would receive paperwork from an individual on the "Team" or informed of tasks in our portal, naturally we would have questions on different financial numbers and the key question was closing costs. Instead of the member of the team "doing due diligence" and obtaining answers; we would be referred to another member of the team or receive no answer at all. I will admit that our situation had some complications due to my wife and I both being active duty and out of country using a POA to conduct closing. Either way, that is the reason we chose Veterans United as we assumed that we couldn't have been the first active duty military to use their services in the same or similar situation. Now moving on to closing, our closing was postponed 2 weeks. Granted, the appraisal did come back from the appraiser later than expected making the timeline to close on time very difficult. Although the turn around time for the paperwork to be completed "in my opinion" was unacceptable and not to mention, the paperwork was incorrectly completed causing a further delay in closing (due to lack of communication between the team). Furthermore, after closing and the property was already at records, there was another delay in funding due to the incompletion of more paperwork. I will say, that everyone involved was very friendly when I spoke to them on the phone and never once did they come across as anything but professional. There was one person who stuck out as awesome and that was Kelly.. Truthfully, if it wasn't for Kelly's initial contact and her professionalism and personality that made you feel like family; I would have moved on to a different company. So, with all that said, basically from an outsider prospective, it just seemed there was a lack of communication and too many hands in one pot. I will add that I'm sure Covid and the change in procedure could possibly be the root cause of the situation I experienced. I would like to think that people in a normal situation without all the variables that me and my family had would have a different experience. I am thankful that my family now owns a home and have a place that suits our families needs for when we arrive stateside. Although due to all the headaches and late nights (due to time difference) that I experienced; I would not recommend Veterans United.
Response from Veterans United
Hello David, we appreciate your feedback on this matter. While we cannot make up for the experience you had, it is important that delivering excellent communication remains a top priority for our team. Our team will be researching your appraisal process to determine what our team may do in the future to help prevent a similar closing delay. The appraisal process is managed directly by the Department of Veterans Affairs, and we understand how the home buying process can become stressful when working to overcome an unexpected delay. We understand how the home buying process can get doubly stress filled, especially for the first time. Providing clear and effective communication is part of our mission and a member of our Client Advocate team is available to discuss your experience in greater detail. Our hope is that your home serves you well and that our commitment to providing outstanding service will have a positive impact in the future.
Great work! Thank you!
They made the process extremely smooth. They were on top of everything and always called back within a day.
I've already referred friends to Veterans United after my home buying experience. I continuously felt in the loop throughout the process. When work was overwhelming, the Veterans United team was there to direct me without feeling rushed!
If you're a veteran, Veterans United is absolutely the only way to go when seeking VA mortgage services. AAA+++
