My initial contact with VU was very positive. Jeremy Henry was very knowledgeable with his loan products as we discussed our options and the pre-approval went well without any issues. As other team members were brought in to work on my loan application, the quality of service quickly plummeted. Jeremy Henry had said he had done 1000-2000 loan applications and closings, which did reflect in his performance, however, it felt very much like it was the first closing for the other members of his team. The closing date of my loan was in jeopardy from the very beginning up until the moment we signed the papers to close. The entire experience was needlessly stressful due to how poorly it felt my application process was handled. I was told on several occasions that VU had all the documents they needed with the exception of one final set of documents I was working on. I rushed the preparation of those documents and paid extra money to get them prepared quickly. The next reply I receive requested another document before my package could be submitted to the underwriter. I had waited on document prep for one and a half weeks and could have worked on getting these documents at any time during that period. The document requested I was told by VU that they would order from the IRS, that apparently never happened or occurred so late that the document hadn't been received. While trying to move over 1500 miles, I had to stop everything I was doing to get the documents within a small 2-3 hour window or my closing date was in jeopardy. I fully expected to need to provide documents to the underwriter, but want to note here that all of the disorganization up to this point was before my package was ever sent to the underwriter.The next incident that really soured the experience was the closing date/time. I was told several times by several VU staff to show up at the closing at 1pm. The closing company contacted me several times to tell me that they haven't received the documents yet and VU had told them the documents wouldn't be ready until 2pm. I spoke with Andrea who again assured me that was wrong and I should go to closing at 1pm. As soon as I hung up with Andrea @ VU, I received a forward from VU's closing department (Dave Crowe) stating the documents will not be ready until 2pm. I didn't receive the total amount I needed to wire to the closing company until I was already half way there. I had to pull over on the side of the road and initiate a wire transfer to ensure the money arrived in time to even make the 2pm closing. This is my third experience getting a mortgage for a home and by far the worst experience. I never felt like getting the loan was ever in question, but coordinating a cross country move with a moving truck on the way while an inexperienced mortgage team is trying to piecemeal documents together with no process control made the entire experience needlessly stressful. There are clear internal communication issues between departments at VU and a lack of management oversight and quality control that needs seriously addressed at VU to provide a quality service to future clients.
Working with Shannon and Emilee was absolutely amazing. They answered all and any questions I had immediately. They made the process so smooth and effortless. I would highly recommend them to anyone looking for a new home.
Very knowledgeable and easy to talk to.
Everyone was incredibly responsive throughout the whole process and I truly appreciate all of the hard work everyone did!
Wonderful customer service from start to finish.
I thought the process went very smoothly. Everyone was knowledgeable or knew the right person to connect me with.
There was last minute document requirement day before closing. Which was quite annoying. Changes to the closing cost the day before closing.
I spoke to a few companies before finding VU. My experience was much improved once I was working with your team. Everything from that point forward felt low stress and easy. Thanks
Love it! Every veteran needs to go through them
The best in the business
When we first began to research mortgage lenders I happened across the reviews for Veterans United and they had the highest compared to everyone else. I was a little skeptical at first and didn’t expect too much because we were working through the internet but I couldn’t be happier that we chose to move forward with them. Everyone from the beginning was helpful and attentive. As hard as the mortgage process is, Veterans United was there every step of the way and made he process as easy as possible.
Very happy with every thing.
The to-do list kept me on tract.
I just want 2 Thank everyone that help me on this path of getting my home.. I am very overwhelmed & I did not forget you guys.. Thank you so much & God Bless.. Palver M. Payne..