As a first-time home buyer, I was overwhelmed with the information and paperwork, but I received proper help every time I called one of the agents. They were patient and understanding, not rushing me to make any decisions but providing all the facts I needed to make an informed choice.
I have used Veterans United for two home loans and one refi over twenty years, all three were exceptional in both value and ease of completion.The primary representative for all three was Kyle Baker, a senior Veterans United agent, who through sharing his knowledge by answering questions, and offering suggestions to improve my home buyer experience was exceptional.Working with Kyle was VU load coordinator Abigail Sturmer, who made all phases of applying for, and finalizing my new home loan a breeze. Thanks to her and Kyle, application to approval took less than a month.
As a first time homebuyer who was completing the process from a remote location due to work, I had a lot of questions. There were several issues that arose during the closing process that were not necessarily at the fault of Veterans United, however, I had the most difficult time obtaining information from anyone on the VU loan team during those moments. I called multiple people on several occasions, and left voicemails when they didn’t answer, but was frequently met with zero response. The day of closing, my realtor was under the impression that I could lose the house because he was apparently told that VU would not fund the mortgage until physical copies of the closing documentation were received. I then called Brandon (loan officer) who immediately began to condemn my realtor and sounded annoyed that I was calling for reassurance. He said there was nothing to worry about, that they were working on funding the mortgage, and he would reach back with an update. I literally never heard back from him. Thankfully everything seems to have turned out alright and I have a home on the other end of this interstate move. Due to the lack of communication during this process, I would not currently recommend Veterans United.
Response from Veterans United
Hey Kelsey,
Thank you for taking the time to share this feedback. Buying your first home while coordinating everything remotely is already a stressful experience, and I’m sorry that communication from the loan team added to that stress instead of helping ease it. Feeling unable to get timely updates or answers, especially during critical moments leading up to closing, would be incredibly frustrating.
I’m also sorry to hear about the confusion surrounding funding on closing day. I can understand why hearing conflicting information would make you worry about losing the home, and it’s clear you were looking for reassurance and consistent communication throughout the process. While I’m glad everything ultimately came together and you’re settled into your new home, I hate that your experience left you feeling unsupported.
I’d appreciate the opportunity to learn more about what happened and review your concerns further with the team. If you’re open to it, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and messages received after hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
Process was simple and easy to get approved. Andy Miller was fantastic to work with. Was kept in the loop during entire process, and had everything explained to me in detail as I was a first time home-buyer. He made sure all of my questions were answered and never made me feel "rushed". Highly recommend ????
Working with Reed Murray and Veterans United was an absolute pleasure. We I go to refi I know exactly who I am going to. From start to finish, Reed was and is an absolute pro. I couldn't be more pleased on how he took care of us.
Miss Holly and Mr. Cole were so helpful.
All around, very great people from start to finish. They know what they are doing.
This company was a pleasure to work with and it was done very quickly!! For all the stuff going on especially the Covid-19 stuff. The process was very smooth.
Veteran's United had
Thank you Lucas for all your help. Outstanding customer service
Everyone on my team was 100% spectacular and wonderful to work with, I could not ask for anytging better than such a smooth transition with everything. From the bottom of my heart, I truly thank each and every one for their hard work, dedication, communication, and overall perfect and professional actions from everyone, thank you so much!
Ready to see for yourself?
Experience first-hand why 373,668 homeowners give us a perfect score!
I would recommend Veterans United to all my military friends. The service was outstanding, very user friendly, not pushy but allowed to operate at your pace. Matt, Conner and Tyler are a great team that looked out for my best interests.
To start off, Id give this company a 10+. Ive used Veterans United 3 times now and have never had any issues other than a few minor ones that just come with buying a house. Marlon did a great job making sure things moved along as needed and was ready for funding once closing was done. I would use them again, but sadly this is the last house I will be buying. The team I had to help make things possible did an excellent job keeping me up to date on what was needed and where my file was in the process. I want to thank the whole team for a A+ job they did for me and my wife. Again, Thank all of yall..
Kelly Stephens was patient over the phone and explained what needed to be done when I did not want to upload my docs online to the Veterans United Home Loan site. She then contacted the attorney's office to request a hard copy of the signed closing docs to be sent to me through the US postal service - that were not provided to me at the day of the May 11, 2020 closing (and really should have been - as was done through my experience with other house closings in the past over my 23-yr, 7 mo. military active and civilian career, I had signed 2 copies at same time - one for me and for the other copy to stay for file of seller personnel)….It was a horrible closing experience through a "pandemic" - that was used by the builder attorney office as an excuse not to have any others attend the closing but office admin. and me, so a thank you here to Kelly! A hard copy was finally received at my new address on June 10.....
Supportive through each and every phase with quality service and professionalism at its best, I would definitely recommend Veterans United with a ratings of 10 out of 10.
Good communicators but could be a little more detail oriented.
