The Veterans United Team was so wonderful to work with
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.
IMHO, I would employ others to take advantage of this Company. I couldn't be more satisfied. It was like ordering a full meal from soup to nuts and walking away very satisfied. Thanks to all of you concerned.
Dennis Maxwell.
Everyone that closed with us were amazing and top notch. Answered all questions. Worked overtime and extra hard to get us in our home.
Amazing team who made the process stress free
Good Afternoon,
We could not have asked for a better team to work with during the purchase and closing of our home in Ocala, FL. Thank you very much for everything you have done for us.
Sincerely,
Earl & Virginia Taylor
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From initial loan to my IRRRL Lance was outstanding, informative, and reachable for any questions that I had!
Thanks Blake and our whole senior loan team, for our first home, happy holidays!!
Great company, great people
Everything was outlined and detailed to us from the start to the very end! Both Chris and Zack answered all of out questions and even answered questions that we hadn't yet thought about!
Truly Awesome very kind and very understanding.
Awesome concierge service from a false start to a new beginning; Veterans United was there by our side. Highly recommended.
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Experience first-hand why 362,341 homeowners give us a perfect score!
We closed in 19 days. Need I say more?
First time home buyer here. I was nervous because everyone says that buying a house is one of the most stressful things. Kedric and his team made it feel like a walk in the park. We even closed early!
My loan team was awesome. They guided me every step of the way to my forever home.
I had an excellent experience working with Veterans United Home Loans throughout my home buying process. As an active duty service member stationed overseas, the entire process could have been complicated, but their team made everything smooth and manageable from start to finish.They were always responsive, professional, and patient when explaining each step of the VA loan process. Even with inspections, underwriting conditions, and a remote closing, they kept everything organized and communicated clearly the entire time.Thanks to their support, I was able to successfully close on my home without being physically present in the U.S., which meant a lot to me. I truly appreciate their dedication to helping service members achieve homeownership.Highly recommend Veterans United to any veteran or active duty member looking to buy a home.
Dorian Henderson was great to work with. Although the process was long and cumbersome he was always available to provide assistance and definitely helped us throughout the process. Mr. Henderson was knowledgeable and professional.
Thank you Dorian!!!!
