It was a lack of communication could be from COVID did not explain things fully like other fees tacked on to our mortgage. Our documents for closing the house were not explained how they would be arriving whether through mail or email we were told they would be coming from the Veterans United Home Loans team via mail and we were waiting a whole day for the documents to arrive in the mail which almost cost us our closing day and we had to pay seventy dollars to get the documents shipped overnight. As a first time home buyer it wasn't the worst experience but receiving communication from the team at Veterans United was highly lacking. All in all if you are working with Veterans United ask for clarification on each step of the process so your not caught off-guard.
Response from Veterans United
Craig, thank you for taking the time out of your day to share this information. It is our goal to provide expert and reliable communication through a dedicated Loan Specialist. We would like to learn more about your experience and find out what may have prevented the process from getting off track. A member of our Client Advocate team has attempted to reach you for help improving our service for future customers.
We had a fantastic experience working with Veterans United on our VA Home Loan. Highly recommend.
Veterans United made the first time home buying experience very easy for me to get the home of my dreams and did it all very fast in my time of need! This team is the best!
The professional staff will go above and beyond to put you in your dream home!
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I never would have thought we would have been able to purchase a $1.29mm home, in a sellers market, using my VA benefits but Veterans United came through and showed why they are the best in the business. Thank you so much.
Veterans United is the best there is out there, when it comes to purchasing the home of your dreams. My family and I are extremely grateful and happy. From the loan specialist Mr. Joshua Schultz, to our real-estate agent Mr. Matthew Gary, we can't thank you enough. Exceptional service hands down.
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Best and very well detailed forms to follow. Highly recommend. Loan officers have a challenging job and will help someone fulfill their Desired goals.
Once I got approved and we picked the house we were done in 30 days thank you for all your help and all the people that work with you to get things done.
During the entire process we could not reach our loan team as they were terrible communicators. In addition, we were unable to use or VA loan benefits because of the terrible appraisal that was performed on our home ($44,000 less than the appraisal for our conventional loan) and the company’s refusal to allow us to pay for a new one. Our loan team suggested that we switch to a conventional loan with a 5% down payment through their company, so we did, only to find out the day before closing that we did not qualify for this down payment. In order to avoid homelessness, we had to take a loan out from retirement to make the down payment. This financial hardship could have been avoided if the company would have allowed a new appraisal on the original loan or if our loan team knew how to do their job and told us that we would need an extra $59,000 for the conventional loan down payment upfront as we would have gone with another loan provider. The company did nothing to make any of these issues right or even acknowledge their mistakes.
Response from Veterans United
Hello Eric, 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. By providing direct contact information for all of our Loan Specialist we go to great lengths to ensure you'll have an easy time reaching out for assistance. We invite you to provide more detail and help us look to improve.
