I paid an extra 10k for a VA funding fee using a VA loan through VU to get ignored and left to make sure things happen when they were suppose to. Asked about closing date a week ahead of time did not hear back then the day before was told it would be pushed back a day. With our contract it actually set us back 4 days because of the weekend. Kateleynn said just play hard ball and change the contract. Not how can we make this right. Then i ask about money after closing she says that will be the title company…i had to ask for who that was and the phone number gotta see that stuff coming if you work with customers but she did reply that same day. I will go ahead and call them myself again after sitting in a hotel that i had to get because closing was late…got to do better team its just got 400k in debt and felt like i had to stress about unanswered questions for days.
Response from Veterans United
Hi John,
I’m really sorry to hear how stressful this experience was — especially after choosing to use your VA benefit and trusting us with such an important step. The last thing you should’ve felt while buying a home was like you were left to chase down answers and figure things out on your own.
Delays are frustrating enough, but when they start impacting where you’re staying and how you're spending your time and money — like having to get a hotel — it adds a whole new layer of stress. That’s not the kind of support we aim to provide, and I’m truly sorry that you felt like the pressure fell on your shoulders instead of ours.
If you’re willing, we’d really like to dig into what happened here and make sure your feedback is shared with the right people on our end. You can reach my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com. We’re in the office from 9 a.m. to 5 p.m. CST Monday through Friday, and always happy to listen.
I would recommend Veterans United to any vet looking to buy a house!
Arlem Serrano talked down to me was rude. Nathan Corley was somewhat helpful but had his rude moments. Casey Cowert didn't understand what was going on....acted like we were doing a VA loan and we couldn't on the home. The attorney felt the same VU was hard to work with. It was not memorable experience and I am SO GLAD ITS OVER!!
Response from Veterans United
Hi Joe,
I’m really sorry to hear that your experience with us was filled with so much frustration. That’s not the kind of impression we ever want to leave — and definitely not the experience you deserve when going through something as big as buying a home.
It’s disappointing to hear that our communication felt off and left you feeling talked down to or confused about your loan options. I get how frustrating that must’ve been, especially if it felt like you weren’t being heard or supported along the way. That’s not the kind of service we aim for, and I’d really like to make sure your feedback is shared with the right folks internally so we can learn from it.
If you’re open to it, my advocates would love to understand more about what happened and how we might do better next time. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. We’re around Monday through Friday from 9 a.m. to 5 p.m. CST — but feel free to email anytime if that’s easier.
Smooth process
This team was always ready to answer questions and guided me through the entire process. I wanted for nothing. A+++++++
Overall, great experience, communicated with me throughout the process
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The process was easy and seamless! They all answered my questions and took care of everything! Highly recommend!
I always had great coverage with Veterans United, but my agent said she could not get a call back or when she needed something.Morgan Armstrong was my Loan Coordinator, and she did a great job and responsive to me.
