Aaron was amazing worked to get me a decent rate and terms. There, was some confusion when other staff got involved. Once they had everything clear to close, everyone evaporated and didn’t hear much from anyone after that. Aaron sent me a text when the property closed. Waiting for further instructions so I can start paying the bill.
Having so many people asking for the same information was disruptive, confusing, and did not seem to be in our benefit. team members giving false or outright misleading information was a struggle. Satey yates and our own independent broker seemed to be playing catch up and damage control more often than communicating effectively. This place a great deal of stress on our family. At the end of the day we got our home 2 months after initial closing dates and thousands of dollars to lock our rates in over this time. This was by far my worst experience purchasing a home out of the 7 i have had. Hiccups including new termite inspection required by the VA, ON EVERY BUILDING EVEN OUT BUILDINGS, the well needing to be treated. And the reinspection and reinspection fees. I really feel that the team could beneift from some training and identifying a spokesperson to be soley in communication. And SHARE information. Otherwise what is the point.
Response from Veterans United
Hi Andy,
I’m really sorry this was your experience. Having to repeat the same information to multiple people, receiving conflicting guidance, and feeling like others were left in damage-control mode is incredibly frustrating. I understand how that lack of clear ownership and communication would place a heavy amount of stress on your family.
A two-month delay, added costs to keep your rate locked, and repeated inspections is a lot to shoulder, especially when you’ve been through the homebuying process before. While some items, like VA-required inspections or reinspections, can be part of the process, that doesn’t lessen how overwhelming it feels when expectations aren’t clearly explained or shared across the team.
I appreciate you being honest about where things fell short, including the need for clearer communication and better coordination. I’d really like our Client Advocate team to review what happened and hear your feedback directly. If you’re open to it, 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.
Thank you for taking the time to share this. I truly wish the process had been far smoother for you.
Sincerely,
Claire S., Client Relations Manager
It was over all a very good, stream line process with VU everyone on the team was very honest and upfront with everything we could and couldn't do with our VA loan and the ins and outs of the loan process as a whole.
Most amazing and easy process for me to buy a home. Everyone was extremely helpful and kind. I would highly recommend United Veterans to anyone buying a home!
The home buying experience was the easiest we have had
This is my second experience with Veteran's United. I initially financed with them, and when refinancing became advisable in my situation I returned to them after carefully reviewing my options. I found them to be an excellent resource in navigating unfamiliar subjects.
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Everything was great .they did there job correctly and were very efficient. All of the team worked very hard on closing the loan and did it was ease.i would highly recommend them for all financial needs
Very helpful & informative
Both Kelsey Riggs and LeeAnn Jestis extended Patience and Persistence through the Underwriting phase.
And both were very Personable through the process... Not like "Reading from a Script".
Thanks
I researched and reviewed many mortgage companies aimed at Veterans. Veterans United was consistently the company that had the highest service and satisfaction rate. I begain my homebuying journey 2 years ago with less than Ideal credit. Veterans United worked with me for over two years to build my credit, purchase my dream home, and guided me throughout the process along with my realtor.Working withMax, Eric, Jill, and Ally was an amazing experience and if you're looking to purchase a home with a VA loan,Veterans United is not if you should work with them, but how soon.
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The team made being a first time home buyer very easy and informative.
VU worked hard to make this loan happen for a 77year old vet with limited computer knowledge. Already being a homeowner, I was surprised to see how much the loan process has changed.
This was my first time using Veterans United for a VA loan, and overall the experience was good, but not without some avoidable frustrations.What went well:
The loan team was responsive and helpful when I had questions, and they explained the VA-specific parts of the process clearly — things like how the NOV works, what the appraisal means, and what to expect as we moved through underwriting. When issues came up, they did work to correct them, and the communication itself was solid.What could have been better:
Some of the early estimates were off, and a few fees showed up later that hadn’t been included in initial disclosures. I also had to point out several items that should’ve been marked as paid. None of this is catastrophic, but it did create extra work on my end.
The biggest frustration was the appraisal being scheduled later than it should have been, which pushed closing back by a week. That delay had real impact on my timeline.Bottom line:
Veterans United ultimately got the loan approved and handled the VA process competently, but I’d recommend future borrowers stay on top of details and timelines. The team is helpful, but you’ll want to double-check the numbers and make sure everything is progressing when it should.
This company is fantastic. They are on top of the VA loan system, they can answer any questions you might have and help you with all the finer details as the process moves from offer, to negotiation and closing. We couldn't be happier with our new home.
There were a couple of times it was difficult to reach someone to speak to. But all in all, the team was very good.
