While I appreciate the benefits of using Veterans United, my loan officer, Spencer, and my loan coordinator, Julie, were terrible to work with.
- They were impossible to reach when I had questions. Although, if they called or texted with a question, I would get back to them and then try to ask my question and be left without a response again.
- Julie did not understand my income, which caused a delay in my closing. I explained it four times over a period of about a month, but she didn’t understand how travel contracts work, and she kept calling me a travel nurse, but I’m a travel CT Tech.
- I only spoke on the phone with Spencer like 4 or 5 times throughout the whole process because he was never available. Once my closing was delayed because of him and Julie, I called three times in a row and he just texted me “I’ll call when I can” with no sense of urgency.
- Because there was a discrepancy with closing costs, Spencer’s first idea was to increase my interest rate by 1.4%. Luckily, my real estate agent offered to lower their commission so I could keep my rate, but I was unimpressed with the first option being to increase my burden.
- Spencer assured us that if we increased our rate the day before closing, it would work, but it actually triggered a disclosure error that would have delayed our closing by another three business days. Luckily my real estate agent knew this, which is when she offered to lower her commission. I was unimpressed that Spencer didn’t know the error would occur.
- When I finally did close, no thanks to them, I received a message the following day from Spencer congratulating me that my loan was funded, but I knew that because it happened a day before and I already closed.
Julie and Spencer really seemed like they had never done this job before, and had no interest in learning it.
Response from Veterans United
Hi Jose.
Thank you for taking the time to share such detailed feedback about your experience. I can understand how disappointing it must have been to feel like your questions were going unanswered, especially while navigating unexpected delays and concerns so close to closing. I'm sorry the communication and support you received left you feeling this way.
You should feel confident that your loan team understands your unique circumstances and is keeping you informed throughout the process. Having to repeatedly explain your employment situation, struggle to get timely answers, and navigate last-minute changes to your loan terms understandably added stress to an already complicated process. I hate to hear that these challenges overshadowed what should have been an exciting milestone.
I appreciate you bringing these concerns to my attention and would welcome the opportunity to look into your experience more closely. If you're open to discussing this further, please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com.
Sincerely,
Claire S., Client Relations Manager
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Johnna and team were amazing! This was our third time working with VU and as always flawless from start to finish!
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Love working with Kendall
The entire process from start to finish was extremely easy. The staff are incredibly helpful and very friendly. The portal aspect is awesome. Being able to upload documents immediately and getting reminders about things that need to get done is so much more user-friendly than all the other mortgage companies I’ve used in the past.
The Veterans United loan team were great! Highly recommend their knowledge of the VA processes, which were useful for the realtor to rely upon. Easy, online process for document collection and communication.
Great communication and efficient processing from beginning to end. After working with Navy Federal twice for previous homes, switching to Veterans United was 100% the right call for this home.Beau was not listed for review, but she was also a huge help. She kept our realtors in check and was a huge asset to us when our realtors let items slip through the cracks. If it wasn’t for Beau, we would not have been able to close on our house on schedule.
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The whole team at Veteran’s United has been amazing! This was our first home purchase so we weren’t sure what to expect, but everyone made the process so easy. Any question we asked was answered promptly. They made the the whole experience awesome! If you are looking for a great home buying experience Veterans United is it!!
I had an excellent buying experience with Veteran’s United.
Excellent communication, quick turnaround, very receptive, very thorough. Process was much easier than any other home purchase I’ve ever gone through.
Finally excited and happy for our family to finally have our own home & have stability. Thanks @CU for all your help in securing our home.
A class act team! Can’t thank you enough.
Connor was wonderful to work with. A couple of hiccups along the way but it all went well. We made it through and couldn’t thank everyone enough
