I am rating my experience a 3 solely due to the service provided by Ashley (I would give her a 10/10 if I could alone). She was professional, empathetic, and highly supportive throughout a stressful process. Unfortunately, the rest of my experience was met with communication failures and a breach of trust regarding my grievance handling that greatly impacted the rest of closing.1. Communication & Responsiveness: There was a two-month gap in communication regarding interest rates, alongside miscommunications regarding the appraisal order.2. Unprofessional Demeanor: Interactions with Ali frequently felt condescending and defensive rather than customer focused.3. Breach of Trust & Process Failure: Due to my discomfort with the communication dynamic, I contacted the Veterans Advocate line to file a confidential complaint. I requested anonymity to avoid retaliation or awkwardness during the remaining closing process. The advocate assured me they would route my communication through Ashley without alerting Ali. This trust was broken. The advocate contacted both Ali and Ashley, framing my feedback as simply "being upset over an email."4. Defensive Confrontation: When the rate lock call occurred (which required Ali's licensing to execute), the call began with Ali spending over six minutes defending her previous email. I was blindsided by this discussion, as she should not have been aware of my “anonymous” complaint. When I attempted to respond, I was repeatedly interrupted by her. She would not listen to me speak and I ended up having a panic attack. Ashley was a witness to this call. As an experienced homebuyer familiar with new construction, I found this defensive approach highly unprofessional.I recommend Ashley for recognition, she truly understood the home buyer’s perspective. She salvaged this stressful process, and she is the only reason this rating is not lower. Respectfully recommend management to review the communication and grievance protocols of the rest of the team.
These folks have been amazing! Buying a home gets easier every day!
The whole team at VU were very professional and helpful! This was the third mortgage that I worked with VU! Great job!
Thank you!
Billy was great to work with!! I would highly recommend asking for him. Smooth, easy process!!! Thank you again sir!!
Thank you all so much. We are truly grateful
Ready to see for yourself?
Experience first-hand why 374,061 homeowners give us a perfect score!
The whole team was exceptional...they were all very professional, knowledgeable, helpful and courteous
I'm very glad I chose Veterans United to purchase my first home. The whole home buying process seemed very overwhelming but they somehow made it understandable in bite size pieces. I was super anxious and lost at the beginning and they held my hand at each step. With their insurance brokerage, I found cheaper auto, home, and flood insurance.
Josh and team were fantastic. Great to talk to but even better because I rarely had to!I had the unique experience of closing on 2 different properties through 2 different lenders on the same day and the experiences couldn't be more different. VUs lender closing package was 70 pgs with no errors or extras vs the other lenders with 113 pages and lots of errors. VU seems to understand how to do assumptions on VA loans very well and had no issues. Closed in ~20 days. Thanks for a great experience.
Ready to see for yourself?
Experience first-hand why 374,061 homeowners give us a perfect score!
The process was very smooth. Rob Hegstrom was attentive to every detail. I would recommend VU, and Rob to anyone looking for a quality VA loan completion.
Hands down the absolute best.
We really appreciated being treated so special through the whole process! Most importantly they listened to what we had to say and acted on it! We were at peace with the team!
The Veterans United Team and Jason Bals were OUTSTANDING in ensuring I knew exactly what to expect and I what I needed to do.
The process went extremely smoothly and quickly thanks to the great help by Laura and Brayden
