Lisa Durand was beyond exceptional. I truly believe if it was not for her, I would not have been able to close on my home. Lisa does more for her customers than most. She ensures the information is received in an orderly fashion and is extremely professional. She is a blessing and makes the buying experience so much better. I would recommend her to anyone and everyone.
Veterans United held my hand every step of the way, which is exactly what I wanted as a person who has never bought a home before. Any time something was needed from me, it popped up on my dashboard and I got an email about it. The app and website are extremely user friendly, and someone was always available to help me if I needed it.
They did a great job helping us get our loan and everything settled in a quick amount of time. They will do whatever it takes to help you get into your home.
Danielle and her team are the best. Hope to work with them again soon.
Overall, I appreciate the work everyone did to help put me in my dream house. But the experience was far from 'great'.Communication was absolutely terrible. The first 2 weeks of the process, I called every single day and did not receive a call back until almost exactly 14 days from my first call attempt. This trend mostly continued until about 2 weeks from closing. It definitely got better towards to end (with Josh and Connor, anyways). Twice i requested a call from Eric and never received those calls period.The documentation requests coming in 3 days before close was inexcusable. Retrieving W2's from past employers is not a simple process, especially when on of the buyers works for the government. I understand mistakes happen, but we were in underwriting for almost 40 days, that was ample time for review. And when my realtor, the sellers realtor, and I expressed concerns about this, we were told 'it wasnt a big deal' then immediately after I was told closing may have to be pushed to the following week if we didnt get clear to close the following day (the DAY before closing). That was not an option as my family of 4 had no where to go if we weren't able to close on Friday.Overall, I do appreciate the work that went into this purchase, but the communication has to improve in the future for me to use or recommend VU again, as well as timely review and processing of documents. For what its worth, everyone was very friendly and knowledgeable and was able to answer all my questions when asked.
Response from Veterans United
Hi John,
Thank you for sharing such a detailed review, and I’m really glad we could help you get into your dream home. That said, I’m sorry the experience didn’t feel as smooth or supportive as it should have, especially when it came to communication.
Not receiving callbacks early on and having to follow up repeatedly would be incredibly frustrating. I also understand how stressful those last-minute document requests and the uncertainty around your closing timeline must have been, especially with your family depending on that date. You deserved clearer expectations and more proactive updates throughout the process.
I do appreciate you recognizing the efforts of Josh and Connor and the knowledge of the team, but it’s clear we fell short in consistency and timing, and that matters.
If you’re open to it, I’d really like to learn more about your experience and take a closer look at what happened. You can reach me at 1-800-212-5200 or ClientAdvocate@vu.com so we can talk through everything together.
Our team is available from 9 a.m. to 5 p.m. CST, Monday through Friday, and we’ll follow up as soon as possible if you reach out outside those hours.
Sincerely,
Claire S., Client Relations Manager
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Everyone from Sarah to Brent to Kaitlyn to Anne was great never had any issues I called if they didn’t have the answer, they found the answer and got right back to me.
They were very professional helped me look for the exact house I wanted and for my budget very lovely team to work with
My son and I got into our new home in time for Halloween!
Heidi Bailey is fantastic at helping move things right along. Bryan Kay was great to work with on to do lists and answers. I closed in 17 days
Searching for a mortgage company to handle probably the largest purchase or refinancing house most Americans buy-it can be stressful.
From the “get-go” Hanna, Madison and team totally assuaged that stress.
We were updated regularly and any questions were quickly answered. We have bought 9 house in
our lifetime- Veterans United has been the best mortgage company we have worked with.. We especially like the To Do’s list and having it marked off when we completed each task. It took the mystery out of the process; plus the emails from Hanna and Madison let us know where we were in the process. Job well done. Gary & Emily Slusher
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Experience first-hand why 363,382 homeowners give us a perfect score!
The team at Veterans United was outstanding. They were with us throughout the process, guiding us and making it a very smooth process. Go with Veterans United you won't regret it. Thank you
My entire team of professionals went above and beyond to help us get in our new home. I've never had people can so much. I'll be recommending them and often. Truly the most amazing group of professionals and so beyond happy 😊. Bill Muzac is beyond awesome.
Exceptional work, very impressed
I cannot say enough about our experience with Veterans United Home Loans!!! To be honest I fell into your service by total accident (I did a search for something VA related and Veterans United was the first link)... BEST ACCIDENT I'VE EVER MADE!!!
Karol & Amanda were very helpful and made the refinance process a lot easier and less stressful.
very easy to work with, not even all that much paperwork
