Kelsey made this process very hard. There were many times that I asked a specific question and she answered in regards to something else. She would make changes and send me screenshots of a document as proof of her change, but if she had scrolled down one more page she would have seen her change was erroneous, but it took me calling her out and showing her the error. I was asked to pay more for an appraisal, however upon my research it was found that wasn't even something myself or the lender could approve it had to come from the VA and would be paid by the seller and that there was an official request form. This is something the lender should have looked into prior to requesting I pay more. I requested an earlier close date and nobody from the team responded to me saying it could happen. The only indication I had that it was happening was because I received a todo to change my HOI effective date. There were times I had uploaded documents and later Kelsey would ask for them and then say she didn't see I had uploaded them. I am not sure if she is new, but it definitely seems like she could use some training and learn to communicate better with the person trying to get the loan.
Response from Veterans United
Hi Evelyn,
Thank you for taking the time to share your experience. I'm sorry to hear the loan process felt frustrating and that communication didn't meet your expectations. It sounds like there were several moments where you were left repeating yourself, catching errors, and searching for answers on your own. I understand how discouraging that would be, especially during such an important milestone.
I appreciate you sharing these specific examples. Feedback like yours helps us better understand where we need to improve, whether that's communication, document handling, or ensuring questions are fully addressed throughout the process. I'm sorry we didn't provide the level of service you expected.
I'd like the opportunity to learn more about what happened and review your experience with the team. If you're willing, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and if you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
Tommy was super helpful and really helped ease my anxiety as a first time home buyer!
From the very start Veterans United made to entire house buying process a lot easier than I thought it would be. I would highly recommend their services to any veteran looking to purchase a home.
The process seems to have become more difficult over the years but the team at veterans united made the process much easier snd smoother
Veterans United was extremely helpful and made me fill like a priority. I would definitely recommend Veterans United to anyone looking into a home loan or refinance. Rob, Lani, Aaron and William were always available to answer any questions I had and made me feel at ease with the whole home buying process. I even closed a week earlier then my initial closing date, which for me was fantastic. They are a 10 out 10!!!
My whole team was amazing! The entire process from pre-approval to closing was fantastic. They talked me through every step and made sure I always knew what was going on. I have no complaints and would absolutely use them again.
Ready to see for yourself?
Experience first-hand why 374,242 homeowners give us a perfect score!
The team was great at communicating and working with my very crazy night shift schedule. There was always someone available to answer my questions.
I had a magnificent experience with Veterans United. Their communications were timely, complete and clear. The process was laid out for me from the start, and all my questions were answered. I received great service and rates, and feel like I was very well cared for!
For a process that is 100% electronic; Bobby and his team provided us great customer service every step of the way. Whether it was during office hours or after, if there was a question or concern, they were there!
Veterans United made buying a house simple!
I was so nervous as a first time home buyer going into this process but Dane, Madi, and the rest of the team were so pleasant to work with from start to finish. They answered all of my questions ASAP and helped calm a lot of my nerves as we went and ultimately made the home buying process as easy as it could be. I am so happy that we went with Veterans United. On top of that, getting insurance through our Veterans United rep saves us so much vs what we were paying in insurance previously so we were very happy about that.
As a first time home buyer, we didnt know what to expect when it came to the process of buying. I called Veterans United and within that one phone call, we were set up to apply for the loan, knew how much we qualified for and at what interest rate, and were connected to the greatest realtor to help us with the hunt. We had an incredible support system; we knew who the team members were and all of them were always available for questions. Through the app, we knew what was expected of us and were easily able to provide documents through there. We felt very updated throughout the process and always knew what the status was. Then after we closed, we were pleasantly surprised with a gift sent to our new home from our team at Veterans United! We are so happy with our experience with this company and will absolutely recommend them to our friends and family. Thank you for helping us achieve this major milestone!
My team was amazing to work with and made this whole process as easy as it gets.
Ready to see for yourself?
Experience first-hand why 374,242 homeowners give us a perfect score!
Exceptional in every aspect of the home buying experience. Timely communication, friendly team members, and always left me confident at every step of the way. I would 100% recommend Veterans United to other home buyers.
Fantastic experience
Ryley and the whole veterans united team were nothing short of exceptional, they made buying my first home hassle free and I’m very thankful I chose them for my home buying!
