Allison and her team went above and beyond to help us through the loan process and were helpful with answering all questions.
A lot of "one more things" that were discouraging and confusing. Very difficult dealing with all the docusignings: sent in signatures (or so we thought) that required resending. We felt VERY stressed through the process because, just as we thought we were finished, one more thing would come up. We had the feeling that VU did not want to okay our loan--which we plan to repay in full the minute our house in NH sells. If VU does not like to finance condos, you should make that clear from the beginning to enable the buyer to seek other finance options. On the plus side, EVERYONE we worked with was very kind, patient, helpful, and willing to work with us, for which we are very grateful. We LOVE our new home.
Response from Veterans United
Hi Paul,
Thank you for taking the time to share such thoughtful feedback. I’m really sorry for how stressful and discouraging the process felt, especially with repeated “one more thing” requests and having to resend documents you believed were already completed. I understand how that can make it feel like the finish line keeps moving.
I’m also sorry that this led to the impression that we were hesitant to approve your loan. That’s never our intention, and I appreciate you sharing how that came across. Condo financing can involve additional review steps, and we should do a better job setting expectations earlier so the process feels clearer and less overwhelming.
I truly appreciate your kind words about our team, and I’m glad to hear you felt supported despite the challenges. Most importantly, congratulations on your new home. I love hearing that you’re happy there. If you’d like to talk through this further, our Client Advocate team is available at 1-800-212-5200 or ClientAdvocate@vu.com, Monday through Friday from 9 a.m. to 5 p.m. CST.
Sincerely,
Claire S., Client Relations Manager
Great folks to work with.
I would recommend Veterans United one thousand percent and then some. They were so communicative throughout the entire process. Never once did I feel as though I did not understand what was happening or lost. Any questions that I did have, they answered and were extremely patient. The entire VU team was professional, friendly, and knowledgeable. It made me feel as though this was not my first time buying a home because it felt so natural. I was afraid the process would be long, hard, and maybe someone would pull the wool over my eyes. But the transparency of the VU team made all those fears go away. They truly are in this for the right reasons and it shows. They helped me and my family purchase our first home in less than a month and we are forever grateful and blessed!
My family and I were very disappointed with our experience using Veterans United for our home loan. The biggest issue was the consistently poor communication. Both myself and multiple members of our real estate team had a very difficult time getting in contact with our loan officer and his supervisor. Calls and messages often went unanswered, and this lack of responsiveness ultimately caused our closing to be delayed by six days.Unfortunately, the timing couldn’t have been worse. We had already arranged and loaded a moving truck and adjusted our schedules to spend a long weekend getting settled into the new home. Because Veterans United failed to communicate and process things in a timely manner, we weren’t able to close as planned. I was forced to either pay additional fees to keep the truck longer or make a six-hour round trip to unload everything into a garage—still without access to the house we were supposed to already own.To make matters worse, both our loan officer and his supervisor were unhelpful throughout the process and rude not only to me but also to the professionals working with us. Rather than acknowledging the delays caused on their end, they repeatedly tried to place blame elsewhere despite clear documentation showing their lack of responsiveness.Although Veterans United may offer competitive rates, the service we received was far below acceptable. Based on our experience, I would not recommend them.
Response from Veterans United
Hi John,
I’m really sorry to hear about this experience. What you described sounds incredibly stressful, especially with a moving truck packed and plans already in motion. A lack of communication and a delayed closing can throw everything off, and I understand why that would leave you feeling disappointed and frustrated.
Not being able to reach your loan officer or their supervisor is not the experience we want anyone to have, and I’m sorry for the added strain this put on you, your family, and your real estate team. I’m also concerned to hear that the interactions felt unhelpful or rude. That’s not how we aim to show up for the people who trust us with something as important as a home loan.
I’d really appreciate the chance to look into what happened and share your feedback with the right teams. If you’re open to it, our Client Advocate team can review the communication and delays in more detail. You can reach them at 1-800-212-5200 or ClientAdvocate@vu.com. They’re available Monday through Friday, 9 a.m. to 5 p.m. Central Time, and messages outside those hours are usually returned the next business day.
Thank you for taking the time to share your experience. I truly wish things had gone differently for you and your family.
Sincerely,
Claire S., Client Relations Manager
Exceptional service! Fast, efficient and treated me like I was more than just another mortgage loan. Any time I talked to Kenny, he would ask how things are going, if I needed anything and got to know me and my family!
Very stressful and problematic through the process. Delays caused problems and lack of communication through most of the process caused me not to know what was going on or what the problems were. The delay meant that I didn't have assistance to move as I would have if the closing went as planned. Another delay on the day of closing when the loan was not funded when we went to close. Several emails to sign paperwork at the last minute when I was supposed to be doing a final walk through of the house even though this could have been sent to me hours before, but just another last minute delay.
This is the third time I have worked with Veteran's United and keep coming back for their service.
Veterans United is an Outstanding Team who I would work with again. Trustworthy and Professional with Genuine Support in securing homes for the Veteran Families.
Heidi and her team never missed a beat. They made the entire process easy.
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It was a very smooth operation
We’ve used them in the past and they have been absolutely over the top exceptional for us
Team was very friendly and professional, made the house buying process very easy
Jordan and his team did a fabulous job helping me as a first time homebuyer! The knowledge they hold in the services they provide is unmatched. I rarely needed to ask any additional questions because they were extremely thorough. If i did have any questions they were answered promptly. They are all amazing at what they do and you can tell they truly care about their clients! They made the loan process a breeze for me and helped me feel confident. I would recommend everyone to use them if the option is available.
Very amazing employers who will go above and beyond for their clients!
