Management at VU should look strongly into what transpired here. This could be used as a training event so others don't have to deal with what I did. VU handled the routine things very well....but when we hit a snag....it was all on me to fix it. I expected more. I expected VU to have a strong relationship with the VA, and to help when needed. I found just another lender, I could definitely have gotten at least this level of service from anyone.
Response from Veterans United
Kim, thank you for taking the time to share your voice and provide this feedback. Having spoken with you directly, we realize the uniqueness of the situation and appreciate your willingness to speak to the Department of Veteran Affairs directly. We will use your feedback to promote a positive customer experience for similar situations down the road.
Zach and his team execute the loan process with professionalism and courtesy. The online portal facilitates a secure, smooth transaction process. I recommend Zach and Morgan to anyone ready to refinance or buy a home.
Dealing with the loan team was a good experience, very professional and worked in a timely matter. I felt that the underwriting person was slow at requesting paperwork. It almost appeared that they asked for things one at a time. I felt things could have moved faster if the requested items at the same time.
Spectacular team work always kept my wife and I updated, none better
VU was an excellent partner in getting my loan process done. Very veteran friendly program and easy to use application process and website. Well done!
Reps were very responsive and always willing to discuss options to fit our situation.
It was the best experience we ever had purchasing a home. We recieved information freely and were kept in the loop the whole way
we worked together for over 2 years If I had any questions he had the answers plus his team he had working with him were top notch
I can’t give enough praise to Veterans United! The entire process was incredibly smooth, seamless and stress free!!
Eric and Gina were outstanding. Very helpful through my entire process and we’re always there for me
Seamless and nearly hassle free! The sticking point continues to be the appraisers. But in the end, our loan specialist donned his bright red cape and saved the day!!
It was not only a pleasure working with Gerrit Hane and the whole staff that they provided to make the process of getting our mortgage go smoothly but they went above-and-beyond to answer all of our questions; sometimes before we even knew what to ask.
They made the overall process easy, and were incredibly helpful.
I would recommend Veterans United because from the beginning the Senior home loan consultant was attentive and helpful. Our credit was in severe need of a boost. Brittney walked us through how to make the appropriate moves in order to get the improvement we were after. After about a year of hard work we just wanted an update of where we fell. Brittney and me, spoke late August/Early September of 2019, for an update, we still didn't achieve our credit goal. A few short weeks later, our home loan consultant called to report the good news that we achieved that magical number. We were partnered with the loan officer and real estate agent. Early in the process, all were attentive and helpful. The last 2 weeks of our process, there seemed to be a major source of breakdown in communication. When expressed to VU, I did not feel heard, I felt patronized. All of a sudden I felt like me buying a home just became a thing to get done, instead of the personalization that I had felt earlier in the process. It was sad and unfortunate. I would use them again for all of the good that came of it. However, I would voice my concerns sooner and to someone who may have been able to help. So, if you feel like you aren't getting that attention, don't hesitate to speak with someone.