Justin was awesome and went above and beyond in my home buying experience. Excellent customer service and very knowledgeable about the home buying process..
First off, in no way do I blame my original loan officer, she went on maternity leave which I whole heartedly support. Unfortunately though, our new handler was not a loan officer and so seemed ill prepared for the remainder of the tasks. We also dealt with an additional FOUR other agents, all of which demonstrated an inability to come up to speed on current status/checkpoints and lack of knowledge regarding my file and answers to questions regarding the loan process. (One agent stated this was my first VA loan, which it was not).
Response from Veterans United
Hi Joshua,
Thank you for sharing your experience. It means a lot that you recognized your original loan officer's efforts, and I appreciate your understanding regarding her maternity leave. At the same time, I'm sorry the transition didn't feel seamless and that you found yourself working with multiple team members throughout the process.
I can understand how frustrating it would be to repeatedly explain your situation, receive inconsistent information, or feel like those assisting you weren't fully familiar with your loan file. Having confidence that your questions are being answered accurately is an important part of the homebuying experience, and I'm sorry we fell short of the level of communication and continuity you expected.
I'd like the opportunity to learn more about your experience and review the concerns you've raised. If you're willing, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages received outside those hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
I love my house and I am soo thankful for veterans United especially Kelsey who was a huge help and made it soo easy for me!!
There’s a reason my veteran friends and I only go through veterans united. They made the process easy and stress free. Thank you for all the hard work you guys do to take care of us veterans
Overall the process with Veterans United was good, I feel it would be beneficial to have better communication from the Loan team via phone calls vs text messages. I would go through Veterans United again for sure.
Asking repeated documents on the to do list was tiring.
The support this group gives is 2nd to none. Thank you for ever!
Great communication and follow up. Always available to answer any questions.
Asli and Rhiannon were amazing throughout the entire process even with me bothering them for updates.,
This has honestly been an extremely simplified process. I couldn’t be happier with the team and will absolutely do it again in the future.
Over all the experience was really good. I did find it frustrating that most of time I called with a question , I had to leave a message and wait till the next day for a call back. I have to say Amanda F. was always helpful and if she could not answer my questions she would get me in touch with someone that could. The entire team work together to keep the process moving forward. I would definitely recommend Veterans United. Thank you all for your dedication to helping Lily and I great Job to: Vidal Patel and Mason Radcliff.
Highly recommended, second to none!!!
Outstanding Service from multiple team members coordinated by Shea Christenbery who was wonderful to work with. Enrique with the Pre-approval process was great.
Very helpful, Austin and Kayla were very informative answered any questions I had and were very kind. I couldn’t imagine being with anyone else through this stress full process. So thankful someone told me about yall.
We are so happy that we found Veterans United!! What a great team of professionals. Everyone on our loan team made the entire process go easy and smooth. A shout out of appreciation goes to Nick Vance and Beth Madden!! Great work!! Everything you did for us was TOP NOTCH!! You're AMAZING!!
Clayton and the whole team were awesome.
I had no idea what I was doing and they helped me every step of the way.
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Amazing, empathetic, empowering, professional and authentic is how my wife and I would describe Nina, Curtis and Chris the credit associate. Great job ALL! We are thankful for all the support during this process.
I couldn't imagine a more tight-nit, professional team than Dan Kelly's team. The communication and promptness they demonstrated processing my home loan was absolutely amazing to me! Thanks guys!
Veterans United sets the standard for satisfaction in every way for buying your new home! 5 full stars! 10/10
Meh…. I wouldn’t use you again. Thank you. Too many days. Cost me too much.
Response from Veterans United
Hi Darrell,
I’m really sorry to hear how frustrating this experience was, especially when it came to timing and cost. I understand how delays can add up and leave you feeling this way, and it’s disappointing to know we didn’t meet your expectations.
Your feedback is important, and I’ll make sure it’s shared with the right teams. We’re always working to improve communication and efficiency so experiences like this don’t happen. If you’re open to it, I’d appreciate the chance to learn more. You can reach me at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we’ll follow up the next business day if you reach out after hours.
Sincerely,
Claire S., Client Relations Manager
Excellent professional service and made the whole process so easy.
