This process seemed to take forever. Communication wasn't the greatest. Pictures we sent were accepted, then were lost, then resent and then not acceptable. We were losing hope near the end of this because it felt like jumping through hoops right until the last moments at the closing which finally happened thank God. Lots of ups and downs through this process.
Response from Veterans United
Hi John,
I’m really sorry to hear how stressful the process felt and that communication wasn’t as smooth as it should have been. Having to resend documents and face delays can make an already complicated process even tougher, and I can understand how discouraging that must have been.
I’m glad to hear things came together in the end, but I’d still like for my advocates to have the chance to look into what caused the confusion with your file so we can do better moving forward. When you have a moment, please reach out to our Client Advocate team at 1-800-212-5200 or email ClientAdvocate@vu.com. We’re in the office Monday through Friday from 9 a.m. to 5 p.m. Central Time.
Big shout out to Justin and Jared for helping us buy our first home! We are so happy! Thank you for making the process so easy and smooth!
So easy and fast , very helpful and informative personal.
The loan team did a great job staying in contact with me through the process. Even when we paused for a time and came back to it. They were available by phone and text at all times and were very professional.
Mike and Shawna was always quick with an answer to whatever question I had. They were very supportive, calling and walking me through the parts I didn't understand. I always felt like I was their only client.
Very attentive and explained what was going on every step of the way which I really appreciated.
As a first-time homebuyer, I expected a smoother and more transparent process than what I experienced. Unfortunately, communication and organization were lacking throughout my loan process.I strongly prefer email communication, but despite multiple requests, I was almost always met with voicemails instead. This made it harder to keep track of important information. I was sent several versions of the same documents to sign, which was confusing. At one point, I was even asked to re-verify my employment just two days before closing—something I wish I had been warned about much earlier in the process.Even more concerning, I personally caught a $10,000 error in my closing costs just five days before closing. When I brought this up, instead of recognizing it as their mistake, the team initially discussed restructuring my loan to include the additional fees. Only later did they realize it was an error on their end. That kind of oversight is unacceptable, especially when clients are paying fees for document preparation.As a first-time buyer, it would have made a huge difference to have a clear timeline of what documents to expect, when to expect them, and even guidance on things like taking time off work for closing.On a positive note, every interaction I had with staff was friendly and courteous. However, the lack of consistent communication and upfront explanation made what should have been an exciting milestone into a stressful and confusing experience. Veterans United could greatly improve by focusing on clear, timely communication—especially for those navigating the home-buying process for the first time.
Until the VA, the Appraiser and Veterans United can get on the same page there will always be too many set backs.
Response from Veterans United
Hi Danny,
I’m sorry the process felt weighed down by setbacks. I know how frustrating it can be when different parts of the process don’t feel in sync. The VA appraisal’s role is to look at the property’s value at face value, but it isn’t the same as a full home inspection, which can help buyers catch more details earlier on. I understand that doesn’t make the experience easier, and I’d like to hear more about what happened. Our Client Advocate team is here for you at ClientAdvocate@vu.com or 1-800-212-5200.
Veterans united is the best and easiest to work with will definitely use again
Kyle Black, Jon McCarty were amazing and incredibly helpful.
Thank you very much!! Smooth as can be on my end!!
Veterans United made it possible for us to achieve something we thought was impossible, from setting us up with the lighthouse program to get my credit where it needed to be (thank you Charlie Holobach), to the final paperwork, they made this process a lot easier.
Great Process!!!
The best experience making a home purchase you could possibly have.
