Worst ever experience with a mortgage company – This is not an opinion. It is an objective assessment. We’ve bought six homes and sold five. We’ve dealt with many mortgage companies in this process. We’ve never had a fail to close on time! More amazing, we had more money, lower debt, better credit scores, and more time than any other previous purchase! Yet, closing came 10 days late, despite more than two months to get the job done.Good, steady work/communication throughout the process eliminates much of the need for last minute heroics. That appears to be what is most needed here.
What were some of the problems? The greatest was clearly communication.Here’s one that took about one and a half months to correct.Shay – “The underwriters don’t like the way the document looks.” The problem was the need to change an incorrect address on the hold harmless statement. This emphasis on the look of the document failed to deal with the real problem – the wrong address. This came even after I reported I had simply uploaded the same form from the company website, since it viewed and printed legibly.Another problem as communication concerning credit agency files.
Shay –“You need to unlock Shannon’s Experian credit file.” Me - Are you sure? We’ve unlocked it several times. Shay – “ No, I’m being told that’s it.” No less than three weeks to get a straight answer after e-mailing her supervisor.
Related direct quote from e-mail -- “Experian, which I was told was the problem, reports accounts for both Shannon and I. I opened mine for a month and Shannon removed all holds and freezes from her's completely (both via phone calls last week). However, Shay reports they are both closed. I know she gets her info from others, which is why I'm reaching out to you two. You can actually look at the accounts directly and let me know what needs to be done.
Along that line, I'm also concerned there may be other accounts that have since closed that you may still need. I only opened the other agency accounts for a month and that was in August. “Shay – The delay is the fault of the inspector. The inspector acted as soon as he was given the case. I spoke with him personally. He also turned in his report as soon as he was able to connect with the owners. Turn time was approximately a week. The delay came from her earlier failures.”
Me Anything else that needs work? “Well, there might be a need to deal with the credit freeze at Equifax. Approximately 2-3 weeks later, after missing the established closing, I’m asked to contact someone about something – presumably about this Equifax – because she “hadn’t been able to get a hold of me.” I had no texts, no e-mails (even in spam folder), and no voice mails. Not particularly diligent effort if there was any effort put forth at all. Again, this came after the final CD was sent for us to sign.Apparently, the underwriter struggled with his/her role as well.After missing the established closing, despite 2 ½ months lead time, and a CD was sent, the underwriters returned to want personal property eliminated from the sales contract. I was told by Zach that this was company and there was a dedicated underwriter. If so, how could a competent operation miss this until after closing, especially given it was in the top 1/3 of the first page in section 1.a.?Uncommunicated changes from Zach were also disconcerting.Although it may well have been an effort to help, I have to admit that changing the terms of the contract to deal with VA secondary entitlement issues without communicating what was being done made me question all further actions.There were also communication problems with others that seemed to go beyond the specific loan team for this effort. For example, I spoke with the company doing closing. They were still lacking basic information from Veterans United only two days before closing. The rep there asked me to ask Veterans United to share info, since they hadn’t returned her calls. The closing company continued to report no response to calls and e-mails.One bright spot was Sean. Given his changing status and leave, I had very little dealing with him. However, his efforts in the few days at the beginning and end of this process were exemplary.
Response from Veterans United
Brett, thank you for that detailed feedback. It will help us to focus on the needed areas of improvement when reviewing your file. If you do have any additional information to provide, please contact our Client Advocate team. We truly appreciate you taking the time to help us improve our service for Veterans.
Towards the end of the closing month, it would have been good to see more updates and more information on a few of the issues. Like with us and it was showing that we owed like 2 escrow checks with no information on it.
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Great experience! Exceeded my expectations!
Matt LaTorre is extremely caring and concern for me during this whole home buying process. I feel fortunate to have had Matt as my loan officer. He always answered my questions in a timely manner and he would go out of his way to make sure everything was completed. I am so thankful and feel blessed to work with Matt.
Closing statements weren't very accurate or timely.
I received final closing statement at the time I was waiting in the attorney's office to close on the loan.
loan officer, Dan Kelly was super, always returned my calls and provided sound information.
The entire was very friendly and very helpful.
I am extremely thankful of how helpful of how patient the whole team was in helping us get our house.
My experience with the entire process was stress free with outstanding customer care from my whole loan team!
Very easy to work with and helpful!
United Veterans are an awesome organization. I admire their patience with Us. It took a lot of work on our part, We were unprepared. But they worked with us. We were in awe of Armando Alaniz, This young man went the whole 9 yards for us. We are proud to be a part of the United Veterans Family.
An exceptional team and very efficient!!! Mike and Erin should both be praised for their excellent work and assistance throughout our loan process.they made us feel like family! Without them and their team we probably would not have purchased a house!! I highly will recommend anyone who asks to use VETERANS United and to speak to Mike and Erin personally.
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Very nice and knowledgable
Aaron & Katie Hayes are wonderful. Both so helpful and knowledgeable, their level of guidance and communication throughout the entire loan process was amazing. We are so thankful for and blessed by the entire team's commitment to serve our nation's veterans and their families. We will sing their praises to any and all.
The process was very simple!
Excellent service and very fast.
