First you need to make sure the client has access and knowledge of using a computer or cell phone to access the portal. Not everyone using the internet. Second you also need to make sure you have the correct telephone number and email address the the veteran. Because this was not verified the veteran’s rate was not locked in and he ended up having to pay the higher interest rate. Third not everyone trust the internet and they are not willing to give you access to their banking information. Fourth, if the veteran gets to the closing table and they did not e-sign the documents make sure all closing documents can be sent to the closing office so they get signed. This happened at the closing and the portal was down and funds could not be released until these papers got signed and it delayed the closing for 3 hours because your people said they couldn’t send the documents to the closer. This is not acceptable and was not fair to the buyer or the seller. So no I would not recommend veterans United to a friend.
Response from Veterans United
Hi Brain,
I'm sorry to hear about the challenges you experienced throughout the loan process, especially with communication and the unexpected delays at closing. I understand how frustrating it must have been to navigate these issues when you were simply trying to help ensure everything went smoothly.
You bring up important concerns about making sure borrowers are comfortable with the technology being used, have accurate contact information on file, and understand what is needed throughout the process. I also recognize how upsetting it would be to encounter difficulties with documents at the closing table, particularly when both the buyer and seller are waiting for things to move forward. I'm sorry this experience left you feeling that you couldn't recommend Veterans United.
I'd appreciate the opportunity to look into these concerns further and better understand what happened. Please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com so we can discuss your experience in more detail.
Sincerely,
Claire S., Client Relations Manager
Veteran’s United paved the way for our growing family to finally find and support our home!
I would recommend Veterans United based on my positive experience; while it took several months to get my refinance completed, my VU refi specialists were with me every step of the way. The helped me clear all the hurdles and get the refi done. I am very pleased with their concerned attitude and expertise. Thanks to Wesley and Kristine!
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It was a pleasure to work with Kris Santos and the rest of my loan team. Kris kept me informed of everything every step of the way and made me feel reassured that veterans united was fully invested in helping take care of me when I mentioned that another lender hada a competitive offer for me.
Our experience with Veterans United was incredibly seamless from start to finish. They kept us informed every step of the way, answered every question quickly, and made what could have been a stressful process feel organized and manageable. We’re so grateful for how smoothly everything came together during our home buying journey
Yes, I would highly recommend any friend or family member to go with Veterans United for their next home buying experience. Lucas Hassemer along with the rest of his team members were very friendly, professional, and easy to work with. They practically walked me through the entire process of buying my first house from start to closing of the escrow. I can't thank you guys enough. Keep up the good work!
We love Zach & his team. We’ve referred several family members and they agree Veterans United is the best!! This is our 3rd loan with VU ourselves! Donna was a wonderful person to work with and even consoled us when we lost a pet during the move, even sending a condolence and remembrance gift to us.We consider the team as personal friends we have just never met in person. Thank you all for ANOTHER job well done!!!
Every step, wver newly added representative, every part of every process, was just an easy blessing after dealing with the chaos of the Military for 20 years.
I fully expected this program to be just like the Army: horrible and full of bad people, but I was wonderfully suprised.
Nothing was a hassle, nothing went wrong. Everyone explained everyrhing, and if i didn't understand they took the time to explain until I did. I cant think of a more wonderful group of people! I wish my whole Vet United team was here with me, so I could spend time with them.
I don't know how, but everyone on my team better get a raise, a bonus, some vacation time, or something that is deserving of such a great group of people. The whole team was great!
A special shout out to Drew Tee. From the start to the end, he was there for me and my family. However much he makes every year, triple it! Drew, if you get to see this review, I gotta thank you, man! I've never got to meet you in person, but you feel like a lifelong best friend, dude!
The whole team, thank you all!
Madi, Austin, Jesse, and even my realtor Leisa! (Leisa must be the best realtor on the planet!) A perfect team, no one better!
A huge thank you to Bill and Lani for their incredible support throughout my home-buying journey! I had so many questions, and they were always patient, responsive, and willing to help. No question was ever too big or too small. They made the entire process much less overwhelming, and I truly appreciated their guidance and reassurance every step of the way. I’m so grateful to have had them by my side and help me reach this exciting milestone. I highly recommend Veterans United!
Greg under estimated closing cost and monthly mortgage. I asked for a 15 & 30 year mortgage estimate. I received the 15 year but had to call for the 30 year. It took about 2 weeks after several calls.
Wasn’t happy
Response from Veterans United
Hey Ralph,
I'm sorry to hear your experience left you feeling disappointed. I understand how important it is to have a clear picture of your estimated closing costs and monthly payments when making such a big financial decision. Having to follow up multiple times and wait weeks for the information you requested only adds unnecessary frustration to an already complex process.
While estimates can change as loan details are finalized, I know that doesn't take away from the importance of timely communication and setting clear expectations. I'd appreciate the opportunity to learn more about your experience and address any lingering concerns. Please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com.
Sincerely,
Claire S., Client Relations Manager
Staff is very efficient and helpful. Haleywas onto of the whole process and kept me informed.
Let me first say that not everyone that I worked with made my experience terrible. Alissa DeHaven was excellent with her communication and listening to my concerns. The realtor Tamara Polisson did a great job. The loan officer Tony Meis and his assistant Marina Chiodini were horrible to work with. I would send an email and never get a response. Gmail would send me a message telling me that it’s been five days with no response. When my realtor told his how unsatisfactory I felt his professionalism was, he told her to have me put it in the review like he wasn’t worried about what would happen. I was sending documents requested to Marina via email and she told me to stop sending documents to her through the email. I didn’t know that I could use my account to send paperwork or that they kept posting things on my “to do” list. I think the lack of communication caused everything to be held up. My rate was 7.625%. After looking on the Veterans United website, I saw that my rate was quite high compared to others who had the same credit score. I thought using VU loan and realtor would give me a better rate. I didn’t understand why it was so much high and he didn’t answer that question and 5 days later Gmail asked if I wanted to send another email. In his email it seemed like he was discouraging from trying to get a lower rate and never told me anything positive about a higher rate or a lower rate. Basically everything that he told me no matter how many times I read it was foreign to me and when I asked him about it he never responded. I had to email Mrs. DeHaven just to get a response from him. Him and his partner were horrible. People who use Veterans United for the first time don’t know everything the need to do. Things need to be explained sometimes especially if your loans are different from traditional loans. It’s like they really didn’t care and I would bet you all that this is not the first complaint they have had about their communication skills. Neither one of them ever spoke to me over the phone that I can remember. At one point, I was so frustrated that I told Mrs. DeHaven that I didn’t want to speak to him over the phone because it took him 6 days to respond to my email and that was only because I reached out to Mrs. DeHaven. I think the only time I spoke to him was when I needed to get a credit card to boost my credit score. After it posted he was able to approve my loan and everything went down hill with him from there. When I saw how much my monthly payments were going to be, I reached out to him for a better understanding and of course he took his time responding. If I couldn’t find a document that needed to be reviewed, I’d ask him to resend it and it was like he gave attitude. You need to ask yourself why is the loan officer not making phone calls to make sure that we understand what the steps are. This whole experience was horrible and I would never recommend your company after dealing with your unprofessional loan officer. My reviews have had almost two million hits between many platforms. I’m posting my review on Google, Yelp, BBB and any other platforms that will bring attention to the horrible experience I had. If the loan officers are not held accountable by their bosses, then maybe the loss of potential customers would force you to take complaints seriously. He didn’t seem worried about my review at all.
Response from Veterans United
Hi Christopher,
I can hear how disappointing this experience was for you, especially when you were looking for guidance and clear answers throughout the homebuying process. I appreciate you recognizing Alissa and Tamara for the care and communication they provided along the way. I'm glad they were able to offer some positive support during what sounds like an incredibly frustrating experience.
I'm sorry you were left waiting for answers and felt you had to reach out to others just to get the information you needed. Home financing can be complicated, especially for first-time borrowers, and it's important that you feel comfortable asking questions and confident in the information you're receiving. Whether you're trying to understand your interest rate, monthly payment, or next steps in the process, you deserve clear explanations and timely communication. I can understand why this experience left you feeling disappointed.
I take your concerns seriously and would appreciate the opportunity to look into your experience further. Please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com so I can better understand what happened and discuss your concerns.
Sincerely,
Claire S., Client Relations Manager
Chace, Anthony, Maria, Steph and the whole team were extraordinary. Chace and Anthony communicated with us throughout the entire building process and made our home buying process very smooth. We’re very happy that we chose Veterans United.
I am so grateful to Ken Ordyk. He was a great lender. He was patient, and knowledgeable.
