This was the worst home buying experience I’ve ever had. I will never choose VU as a lender again. Our original loan officer Jody Overacre was wishy washy with most questions we asked. Time lines were unclear. He would give us one answer and later another. His communication with the buyer and sellers agents was lacking. Every hiccup was some else’s fault, like the title company. But in speaking with the title company they showed emails where documents were returned the same day they were requested. Our first loan fell through because my husband was laid off from a union job. Both the first and second were were told we were on track to close on time and then needed long extensions (2 weeks) not just a day or two. We weren’t told told employers couldn’t be contacted but the first time we called we got through immediately and were told they never received a missed call. This was an assumption loan otherwise I would have gone with a different lender immediately. After eventually asking for the loan to be assigned to someone else it was assigned to Moya who I did not one talk to on the phone. Steph handled everything and she was part of the original team anyways. I will say I really like Kaitly who helped with the process while covering for a vacation. She explained things in detail
And was very friendly. Otherwise there are too many departments and people have trouble communicating with each department. The seller would call and get different information than I would get as the buyer. Communication with underwriting seemed to be a challenge. I appreciate the work Steph did to get the final approvals.
Response from Veterans United
Hey Erica,
I’m really sorry to hear how frustrating and disorganized this experience was for you. Buying a home is stressful enough without confusion and shifting timelines, and it’s clear that we didn’t provide the steady guidance and communication you deserved.
Having to navigate through unclear answers, finger-pointing, and communication breakdowns—especially when your livelihood was already in flux—is completely unacceptable. I understand how discouraging it must have been to be told everything was on track, only to find out last minute that extensions were needed. That back-and-forth erodes trust fast, and I hate that you were left feeling like no one was truly taking ownership of your loan experience.
I do want to acknowledge that you still gave credit where it was due. I'm glad Kaitly and Steph were helpful during such a difficult process. They’ll be thankful to hear that their support made an impact, and I’ll make sure your kind words are shared with them.
Even though you’ve made it clear you wouldn’t return to us—and I understand why—I’d still really appreciate my team to have the chance to review your experience in more detail and share this feedback with the right teams internally. If you’re open to it, we’d welcome a call or email at 1-800-212-5200 or ClientAdvocate@vu.com. We’re in the office from 9 a.m. to 5 p.m. CST Monday through Friday, but you can reach out anytime.
Liz and her team made this process easy and stress free! We appreciate how fast and communicative this team has been and I appreciate them so much! They would always be there when we needed them including on their time off! I have zero complaints!
As a first-time home buyer and young active-duty servicemember, I can't praise Veteran's United highly enough. Their team made what seemed like a daunting undertaking in finding and financing a home really very easy! I'd recommend Veteran's United to anyone in the military looking to buy a home.
Kyle and everyone at Veterans United provided awesome service. The whole process went very quickly and smoothly. I love the "to-do's" whenever they need documentation or information. Sometimes playing phone tag can be difficult and you have to wait for information. But with Veterans United it is all on the website and it is very easy to navigate.
Johnna was very personal and responded back to us very quickly whenever we needed help with something awesome person to work with.
Better communication regarding the Gift Letter and sharing the template sooner would’ve made our process faster. I requested a template and didn’t receive one until after I had written my own gift letter which delayed us a couple days.
I've already recommended Tammy to a friend of mine who is looking for a home.
Stacey in the credit dept was super too. We really appreciate everyone’s help.
What can I say other than how impressed I was and am with how your whole team basically took me by the hand in a process as nerve wracking as this and leading me through it all step by step to a very satisfying end. You have my thanks and gratitude. If it were possible I would recommend Arron for a promotion. He truly deserves it.
If my family ever needs to move, VU is the first place I'll turn to for the assist.
All good just hoped for better help setting up utilities
Super helpful.
I was so nervous in buying a house for the first time but Veterans United Home Loans made the process so easy. I was provided with an exceptional team full with amazing people. They communicated with us so well and made sure we are getting what we want. I’m glad and relieved I chose Veterans United.
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The whole experience was great and moved faster than expected.
We received excellent customer service.
Thank you veterans united!! Ted is the greatest! He helped us find Shannon, as a team they got us through the maze of finding a home , help us get financed and into a great home that is within our budget and meets our needs. This has been a long hard road for us but Ted and Shannon stuck with us and helped us through everything. You all are great and thanks again. Shannon you are the best, Ted you are the greatest.
My team at Veterans United did a wonderful job. Happy to be home.
The entire team did a great job from start to finish.
Outstanding crew.
I want to thank them all for the great job they did.
