Everyone was soooo helpful. Always got answers to our questions. So much extra help that was expected. Felt like rock star treatment.
Working with Veterans United was such a huge blessing! I got introduced to Ryan back in May when initially trying to pre-approve for a home. I was in the process of moving back home due to the pandemic so I was jobless and without a steady income. The only income I had was disability and at the time it wasn’t enough to qualify. Ryan told me what I needed to qualify and within weeks (nothing but God!) I was at 100% disability. This and only this allowed me to pre-qualify. Ryan was with me the whole time. He told me about my credit and what to do to maintain the score. His team of people was great and held my hand. Sidebar: This is my first home and though it’s a blessing to receive disability, I had to go through some things to be awarded it. Nevertheless, a furloughed job, living with my parents, and collecting unemployment for close to a year was all worth the wait of walking into a newly built home. Thank you, Ryan and your awesome team for giving me a place of refuge and peace.
I have nothing but great things to say, never felt more comfortable in this process working with my team. I say my team because that's how we felt and were treated from day one. Every member was awesome with every question and concern we had. Its how every veteran should be treated. Thank you so much!
Great to work with. Did not have any problems at all. Great experience
I cant thank Randy and Zachary and Bae Ellis, for all their help during this process. This was my second house so there were some hurdles I new my wife and I would need to navigate through, but with the help of this team, it was such a enjoyable process. So if i could I would give more than a 10.
Great job to the team that was assigned too me.
We started off with good communication but within a week things started going down hill. My loan servicing officer was no longer at the company so for a few days my communication was going nowhere, and I was sending things into the void. I was eventually notified when I called and asked if we were still doing business or if I needed to start looking elsewhere. It seemed like I needed to initiate all further communication for the remainder of the process and felt like a second class individual and not a priority. Nothing from Veterans United was proactive, but every message they did send included the passive aggressive threat that "I could delay the process if I didn't respond in a timely manner". I had to re-explain things from previous interactions, re-send documents that were already in my file, and explain basic economic topics to help underwriters understand very routine things about military members and military retirement. Throughout the entire process I didn't feel like I was dealing with anyone that actually had experience with the military community. Additionally the return and feedback on items was time consuming. I would provide all documents and answers within minutes to hours of a request only to wait days for any response or acknowledgement. Overall we were left being held up by a water test because documentation wasn't being shared or followed between the servicing team and the underwriters and the underwriters didn't understand basic principles or well water or testing procedures requiring additional and unnecessary clarification from myself and the real estate agent. At the end of the transaction the taxes and escrow payment from the closing were not sent in a timely manner to the insurance agent leading to me receiving a bill for something that was supposed to be paid at the closing (that I provided closing funds for) and my 2025 tax statements are still messed up between Veterans United and the company they sold my mortgage to in early 2026. All of this made the experience quite painful and something I would not want to repeat.
Response from Veterans United
Hi Patrick,
Thank you for taking the time to share all of this. I’m truly sorry for how frustrating and exhausting this experience sounds. What started off well should not have unraveled the way you described.
Losing your loan officer without clear communication and leaving you feeling like your messages were going into the void is not acceptable. You should never have to question whether you’re still being taken care of or feel like you have to chase down updates just to keep your loan moving. I’m also very sorry that our follow-ups felt one-sided or threatening. That is not the tone we aim to set, and I understand how that would add stress rather than clarity.
It’s especially concerning to hear that you had to repeatedly resend documents, re-explain prior conversations, and clarify routine aspects of military income and retirement. Serving the military community is at the heart of what we do, and you should have felt confident that you were working with a team that understood that world. Falling short there is disappointing to hear.
The delays around the water test, communication gaps between teams, and the escrow and tax issues after closing add another layer of frustration. Even when loans are transferred, you should not be left sorting out confusion about payments, insurance, or tax reporting on your own. I’m really sorry this has continued beyond closing.
I would genuinely appreciate the opportunity to look into this more closely and better understand what happened at each stage. If you’re open to connecting, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available from 9 a.m. to 5 p.m. CST, Monday through Friday, and we typically respond the next business day if contacted after hours.
Thank you again for your candid feedback.
Sincerely,
Claire S., Client Relations Manager
At first I wasn't sure if this was going to end up at a dead end. However, once I spoke with a representative it become easier by each day. I thought it was very convenient to have a secure and confidential account to keep personal information used in the process of buying a home. There were lots of tasks to complete each day, allowing the client achievable tasks to accomplish inorder to purchase a home. It can be overwhelming at times, which are necessary. I'm very confident in all agents who worked together to fulfilling my dream of purchasing a home become a reality!
I strongly recommend Veterans United to any veteran looking to purchase a home with a VA loan. VU will walk you through every step in the process. They truly think of everything and make the process as efficient as possible.
Debbie was amazing to work with throughout the whole process!
Tony and Cole were the best!
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This is the go to/premier home lending company. Communication all day, every day including weekends. Questions answered instantly. Beat all rates I compared them to. Little to no work on my part throughout the process. Trustworthy and reliable.
Very easy process from beginning to end. The loan officer was excellent to work with. Veterans United thank you for giving us our dream of home ownership!!!
Every member of my team was friendly, patient and professional! I can't recommend enough!
went to new house, and found drainage in basement from walls in basement. I am not a happy camper.
