We were SO HAPPY with our experience with Veterans United. They made our first home buying experience as easy as possible, very smooth transitions and were always quick to answer any questions we had. I will always recommend them to any veterans or active duty member buying a home!!
Third time working with Nate and all three times have been amazing.
Below is a email I sent my loan officer explaining my experience.Good Afternoon Billy and Melissa,Closing has finally ending and I wanted to touch base with you about my experience with Veterans United and hopefully my feedback will help your team better assist other veterans. First I want to thank you both for everything you did to make sure my loan got approved. I’m extremely grateful and appreciative about pushing to make this happen for me and my family. However, the process getting there was a stressful one. Billy said to me that buying a house is not the same as buying a TV or a car and I fully understand that but I believe the process can be better in terms of communication and transparency. There is a lot of paper work and information that needs to be shared between all parties and communication is key to make this process as easy as possible.I’m going to be upfront with you here, my experience with your team and Veterans United lacked both communication and transparency. There were 3 different times that your team said they were waiting on “one last thing” for the loan to be sent to underwriting for the approval. First it was getting the shared drive way agreement confirmed. Second it was getting my none traditional trade lines exception approved. Third was getting Cecilia’s employment verification approved. In addition, your team was trying to verify my employment at Ocean Prime which I was not notified about and my realtor actually let me know so I could help get that information over to your team. I should have been informed by your team within days of you guys having a hard time verifying employment so Cecilia and I could assist with getting the employers to answer your team. I also should have been informed that your team was having a hard time getting the shared agreement so I could have known not to expect closing yet and to add pressure to my agent. Lastly, I should have been briefed that my none traditional trade lines may not be approved due to my situation and clarify that we could apply for an exception. I think V.U. should be transparent with clients so they know what to expect during the process and also stay communicative throughout the entire process. We are all working toward the same goal here (including that veteran applying for the loan), which is getting a veteran approved for a loan. I feel like my experience would have been a lot less stressful if all parties not just your team worked together.I also don’t think it’s fair to put all the blame on my realtor, Alison. I understand Alison was scheduling closing dates before my loan was fully approved but from what she told me is that your team failed to communicate with her and didn’t respond to many of her phone calls or emails. Being that I didn’t have proper communication myself, I tend to believe her. Alison has been very communicative to me throughout the entire process.I understand things just come up, mistakes can happen because we are all human. However, after looking at many reviews, it seems I am not the only one to have a similar experience with V.U. I hope you take this as constructive criticism rather than taking this personal. I know sometimes in corporate culture the way of thinking is, “we have always done it this way” but sometimes a fresh take is all that is needed to help the overall morale for your company and clientele. Again, I am thankful that Melissa helped push my loan through and helped me finally close. I am very excited to start this new chapter in my life. I also received the welcome mat yesterday which was very nice of you guys to send out. Thank you, it was a nice surprise to come home to after a very long day. I appreciate you both taking the time to read this. Hope you have a great rest of the year.Best,Omar Epperson
Response from Veterans United
Omar, Thank you for letting us know how your experience was in the process of getting your home loan. We hope that this new information will help better our process and assist future veterans. Please feel free to contact us for any further questions or concerns.
Provided great customer service and were professional in all aspects of the refinance. Even when some things seem to be going in circles the staff provided professional guidance.
The team at Veterans United Home Loan really went out of their way to ensure our re-fi process went as smoothly and painlessly as possible.
I would definitely recommend them to anyone who wants to use their VA benefits to finance, or re-fi, a home mortgage.
This is my second time using Veterans United and once again they exceeded my expectations and made the experience stress free.
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the whole process was easy as long as you have your documents
Blake has been truly a blessing to work with. He walked us through each step and helped keep the stress down for my anxiety. He made the process quick an easy we found a house an closed on the house in 20 days from starting. I would highly recommend him. VU is blessed to have such an amazing employee.
