To be fully upfront, the initial process was amazing. Everyone was very helpful, and we were moving through everything perfectly. The team was excellent and met all of my standards. However, things started to go downhill once contract talks began. The team began dropping the ball and failed to maintain the professional standards they claim to uphold. Communication became almost impossible, and certain key people were nonexistent. If the process had remained smooth all the way through, this would be a very different review. Unfortunately, the ball was dropped, and I hope you can use this feedback to turn things around and strive for better in the future.
Response from Veterans United
Hey Addison,
Thank you for sharing this honest feedback. I’m really glad to hear the beginning of your experience felt smooth and supportive, and that the team initially met your expectations. That makes it even more disappointing to hear how things changed once you moved into the contract phase.
I’m sorry for the drop in communication and the inconsistency you experienced. You should feel the same level of support and professionalism from start to finish, and it’s clear we didn’t maintain that here. I understand how frustrating it must have been to feel like key moments weren’t handled with the attention they deserved.
I appreciate you calling this out, and I’d really like the opportunity to look into what happened and where we fell short. If you’re open to it, please reach out so I can learn more and help however I can.
You can contact me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we typically respond the next business day if you reach out after hours.
Sincerely,
Claire S., Client Relations Manager
I appreciate the time and effort of the Ross Deeken team. Drew Deutschman I have no words for his hard work and dedication I am indebted and grateful to Veterans United you guys and gals are a blessing. Thank you so much.
Had a wonderful experience everyone was great my Team Craig and Jenny knock it outta the park made the whole process quick easy and calming.
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
Outstanding support and service. Phillip Kast and Anna were exceptional throughout the entire process.
We truly appreciate all the support Phillip and the team provided along the way. The process definitely had its moments, but everything came together in the end, and we’re grateful for the effort everyone put in to help us get across the finish line.To God be the glory!Jim & Gigi Hampton
Wish i never went with the VA.even the agent from Beezer homes who built my home said this was the worst people they dealt with.
Response from Veterans United
Hi Antonio,
I am sorry to hear that your experience left you feeling this way. Buying a home should be an exciting milestone, and I regret that your process did not meet your expectations.
I cannot speak to the perspective of other parties involved, but I do know that we strive to provide clear communication and a smooth experience for our borrowers. If that was not your experience, I would appreciate the opportunity to better understand what happened and where things may have fallen short.
If you are open to a conversation, please contact me directly 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 we typically respond the next business day to messages received after hours.
Thank you for your feedback. I hope we have the opportunity to connect.
Sincerely,
Claire S., Client Relations Manager
I worked closely with Max Carratura while going through the lending process. He was extremely responsive and made me feel comfortable and confident through my home buying experience. I would absolutely recommend VU as well as Max.
From when I first started out, everyone has been kind, courteous and professional. Couldn't ask for a better team to assist me with my first loan.
Jon is always quick to answer my questions. And I appreciate his seasoned and honest perspective. And I do like the online app.
Great help and communication
VA United is very efficient and effective when it comes to buying a home. All staff is very courteous and knowledgeable about the entire home buying process. I am very satisfied and happy with my first-time home buying experience. Thank you!
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Craig and his team were amazing. They made the process seamless. Would highly recommend.
Veterans United made my VA home loan experience smooth and stress-free from beginning to end. The team was responsive, knowledgeable, and truly supportive throughout the entire process. They took the time to explain everything clearly and made me feel confident every step of the way. As a veteran, I felt genuinely valued and cared for. Because of Veterans United, I’m now a homeowner, and I’m incredibly grateful. Highly recommend to any veteran looking to buy a home!
Right away Veterans United put me at ease. They made sure that their team got familiar with me as a client. Videos was made available to view and a 'To Do List's was put in place. Every day a team associate checked to see if I was on task with understanding the information that I was to provide and when necessary they stepped in to assist.
I am thankful to Veterans United Home Loans. They made my journey to homeownership possible. Especially, in this current market. I urge any veteran to utilize their services. They won't be disappointed in the quality of work that Veterans United provides.
Awesome … Very thorough and helpful.
Kelly was great. Once we were handed off the Lisa, it was not a pleasant experience. This process became more stressful than it should have due to her lack of coordination, communication and time management. I had to reach out to Lisa the day before our expected closing since we hadn’t heard from her, only to find we still needed 4 items. She never reached out to us. It was extremely disappointing and frustrating working with Lisa.
Response from Veterans United
Hi Heather,
Thank you for sharing this. I’m glad to hear Kelly made a positive impression, but I’m really sorry the experience changed after the handoff. Not hearing from your loan team until the day before an expected closing, only to learn that multiple items were still needed, would be incredibly frustrating and stressful.
That kind of lack of coordination and communication isn’t what we want for anyone, especially during such an important milestone. I understand why this left you feeling disappointed, and I appreciate you being candid about where things broke down.
If you’re open to it, our Client Advocate team would like to look into what happened and review your feedback. You can reach them at 1-800-212-5200 or ClientAdvocate@vu.com. They’re available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages outside those hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
