Communication between team members was weak. Thorough communication with us was nearly non-existent. We would get a short text messages on Fridays just before VU’s office closed making it impossible to ask for clarification. We would send emails asking questions only to get short responses that didn’t address several touch-points in our questions. We would call throughout the week only to be sent to voicemail each time with return calls rarely returned. We would get a quick email or text saying that someone would call us the next day. Sometimes it would be several days later before we finally got some answers. We were pushed off to different people throughout this process, never knowing who to contact for sure. We were told that Jack (Jackson) was our POC, then to only call Nathan, then back to Jack….finally ending with Kayla. Granted this was a difficult loan. We were unaware that my deceased brother was listed on the deed and had to go through a short probate. All in all, the lack of informative communication was excruciatingly lacking. Mind you, we weren’t being helicopter clients, we had legitimate concerns and questions that were left open for a week or more at a time.
Response from Veterans United
Hi Nevada,
Thank you for taking the time to share your experience. I'm sorry the communication throughout your loan process left you feeling frustrated and unsure of who to turn to for answers. Buying a home can be stressful enough, especially when unexpected challenges arise, and you deserved clear, timely communication along the way.
I understand how discouraging it must have been to repeatedly reach out with questions, only to receive limited responses or wait days for clarification. While some loans involve additional complexities, that doesn't make consistent communication any less important. I'm sorry your experience fell short of those expectations.
I'd appreciate the opportunity to learn more about what happened and share your feedback with the appropriate teams. Please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com. I'm hopeful we can have a meaningful conversation about your experience.
Sincerely,
Claire S., Client Relations Manager
This was a seamless and easy process
I highly recommend Veterans United
Very friendly. personable and knowledgeable
Spencer and his team were outstanding during the whole process. They made every step seamless and easy.
I would certainly recommend VU to anyone seeking an easy, straightforward mortgage process with professionals who genuinely care.
Veterans united made home buying a straight forward and easy experience i highly recommend anyone looking to buy a home to use Veterans United they will not be disappointed.
We love Veterans United!
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Went out of their way to make the process as stress-free as possible.
You guys were awesome, felt like I had to do more leg work than expected. But I would not hesitate to send you guys to a fellow veteran.
Very professional, helped me every step of the way, and was quick to respond to every question. Thank you so much!
Great people to work with. Matt was available whenever I called. He or a team member would answer my questions and help me throughout the process.
I loved the great communication from the team. They ensured things got across the finish line. However, suggestion from the future. Broadcast your teams needs ASAP.. it may feel overwhelming for a customer to have 40 tasks at once, but it would allow them to see everything they need to get done to assist the team. I thought I had tell I got more time to get my house rented out. You didn’t give me much time to get those documents to you all. Once I had it contracted it was rented in 10ish days. If I would have know this day one of offer being accepted it could have better assisted the whole team.
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Torri and her team were PHENOMENAL! Torri was so kind and patient with us every step of the way. I could tell she really cared about our family and made every effort she could to ensure our home buying journey went smoothly. She went above and beyond to make sure we had all the information we needed to make informed decisions and supported us throughout!
I would definitely recommend Veterans United. They were very professional and efficient and made my refinance go very smoothly. Thank you very much.
Great Job!
John, Dawn, and Nikki went above and beyond to help us get this mortgage completed in a timely manner. I would highly recommend Veterans United!
I believe stuff could have gone more smoothly and quicker, but the team assigned to me did a great job helping me throughout the process
