The entire team was amazing from start to finish. Very professional, knowledgeable, and responsive.
Great communication
Exec Summary: The loan closed, but the process was marred by poor communication, dismissive leadership, and an insecure obsession with perfect scores over perfect service. Veterans deserve better.Veterans United’s post-closing survey request arrived with all the subtlety of a drill sergeant: “It is expected of us to receive a ‘10’ rating for the company rating on that survey – it would mean the world to us and really help out our team and company. If you think we did a good job, but cannot rate us a 10 it is better not to do the survey.”
Translation: Your honest feedback is welcome… provided it’s flawless. Anything less? Keep it to yourself. This single email speaks volumes about where priorities truly lie at Veterans United—polishing the appearance of perfection over delivering the substance of it.
The loan process itself was a masterclass in mediocrity masked as efficiency. Communication was consistently frustrating: multiple ignored email requests, responses that had zero relevance to the questions asked, and a general sense that correspondence was skimmed at best. I spoke with the loan officer exactly twice—both times only after escalating due to extreme frustration with his “team.” His go-to response? Downplaying clear lapses as minor “oversights” that could be easily dismissed. When you’re entrusting your life’s savings and a home purchase approaching $1 million, “oversight” doesn’t cut it. Veterans deserve professionals who read, comprehend, and respond with precision—not excuses.
This isn’t about one bad apple; it’s systemic. The hands-off, self-checkout-lane approach (“don’t bother us, just do what you’re told”) permeates the experience. The company positions itself as the veteran-first choice, yet treats borrowers—many of them fellow veterans—like inconveniences rather than clients deserving clear, effective leadership that demands the same from its staff.
If the service had truly earned a 10, no arm-twisting would be necessary. Instead, the push for artificial perfection only highlights the gap between marketing and reality. I submitted a 7, which in hindsight felt generous. Would I choose Veterans United again? Absolutely not. Plenty of lenders handle VA loans without making you feel like your feedback is a threat to their ego.
Veterans United, thank you all so much for allowing me to use your services. This was the smoothest transition ever as you all really do help and take care of Veterans. Huge shout out to Joel and Crosby. They are awesome!!!
They had very good communication and walked us through every step
Every body we worked with was great always there when we needed them and happy to answer any questions we had along the way!
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Justin and our entire Veterans United team made our home purchase experience a true joy! We will absolutely recommend Veterans United to everyone we know! Thank you so very much! Nelda and Lily Frazier.
Ms Emmy Curry and her team were very professional and very knowledgeable about the Refi process they kept me informed in every step of the way and I really appreciate their attention to detail. Thank you
Literally amazing. Chris was more helpful than I realized one could be. Made the experience as stressless as possible!!!!
Thank you for making our dream of homeownership a reality! Words can not express how grateful my wife and I feel. The entire team is awesome! We are forever grateful for the love and hard work you put into making our dream of having a home come true! We pray God’s blessings upon you all!!! Love you!
Incredibly responsive. On the ball. Checklists and “to do” tasks are very clear and oh so helpful. User portal is the way to go. Most user friendly interface I’ve seen.
Karol was amazing during the whole process. She was very organized and kept me on track. Very informative about the whole process.
The team that I worked with was amazing. They were friendly, courteous, knowledgeable, and efficient. They kept me updated throughout the whole process. If I had any questions or concerns, they would answer those questions and put my mind at ease. Everything thing went so smoothly in the purchasing of my home. Thx Jacob, Trevor, and Nate.
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The Veterans United Team was so wonderful to work with
Very professional and always helpful.
My team at Veterans United were phenomenal. I primarily worked with Nicole and Daniel from my home buying team but communicated with all members. I was always kept informed to the process and all my questions were answered thoroughly. They made my home buying experience fast, simple and personalized.
I want to share how positive my overall experience has been with Veterans United.From the very beginning, the process was streamlined and well-organized. After my initial contact, I was reached out to promptly and clearly informed about what to expect moving forward. There were no surprises, no unexpected requirements, and no last-minute changes, which I truly appreciated. Everything was communicated upfront and handled exactly as described.One thing that stood out to me throughout this process was the human element. In a time when so much is automated and driven by systems, AI, and technology, Veterans United managed to balance efficiency with genuine personal connection. At no point did the experience feel cold, detached, or mechanical. I always felt like I was working with real people who cared about the outcome, and that made a meaningful difference to me.I also want to highlight how well the entire team worked together. I did my best to stay responsive and do my part to avoid delays, and the same effort was reflected by everyone involved. The process moved smoothly from start to finish, and that success was largely due to the teamwork and communication throughout. It’s rare for something this significant to come together so seamlessly, and I’m very thankful for that.I was able to find exactly what I was looking for, well under the budget I had in mind, and the financing process was handled without any issues. That’s exactly how this process should work, and Veterans United delivered on that expectation.Having bought and sold three properties, this will be my final home purchase, and I couldn’t be more satisfied with how it was handled. I’m genuinely happy, excited, and grateful to be a customer. I feel well taken care of, confident in the process, and truly in good hands moving forward.Thank you for making this experience such a positive one.Thank you and you're tire team for the Home Warming Gift as well! I am still sorting through it!
They were amazing, super helpful on everything and such a smooth process. I loved everyone I worked with and spoke to.
Katy is great! She was one step ahead at all times.
