John, Jerod, Katie, tanner, and anyone else who worked on getting us our house were amazing!! Always available when we needed them and were great with explaining the ins and outs of home buying. Couldn’t be more grateful!
I had a fantastic experience with Andy on the lending team for Veterans United. Communication was on par and I thank Andy for his knowledge and assistance
Friendly, great personalities to work with. They were forgiving and patient with my forgetfulness. Kept in contact with me through the entire process. The app was easy to work with, to get things accomplished.
Outstanding team, who work very hard, to get you your new home!!❤️🇺🇸
Andy was great, from our initial conversation to the final closing day, he answered all my questions and was transparent.
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Ryley and his team were fantastic. I appreciated their courteous and professional support.
Always available and ready to answer any questions. Kind, considerate, and understanding of our needs and concerns. Great group!
Kyle and Megan worked as a team to make my homebuying experience so much easier than I expected. I'll definitely recommend them personally to veterans I know who are looking to buy a house.
Great service. Thank you to Ryley and the team.
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The process from start to finish was easy and straightforward. Communicating with my team at Veterans United was easy, ensuring that I was informed at every step. We closed on the house quickly.
Jeffrey was very cordial at our genesis and went to work immediately on my loan application and he was very thorough in explaining the necessary details because it does get complicated at times but his constant updates to me always clarified my questions and understanding along the way until the job was done and I so appreciate his expertise clear to the end and I appreciate all that he has done and I would recommend him to anyone thank you Jeffrey
As a 68 year old Vet having never using my VA loan benefits before, I was a bit skeptical on what to expect...sure glad Bobby Moss answered the phone when I called in. He made the whole experience worry free & walked us through everything. Bobby & his assistant, Jennica, are true professionals & have the perfect personality & temperament to be working with our Veterans...CONGRATS to team Moss/Gomez!!!
Kelsey made this process very hard. There were many times that I asked a specific question and she answered in regards to something else. She would make changes and send me screenshots of a document as proof of her change, but if she had scrolled down one more page she would have seen her change was erroneous, but it took me calling her out and showing her the error. I was asked to pay more for an appraisal, however upon my research it was found that wasn't even something myself or the lender could approve it had to come from the VA and would be paid by the seller and that there was an official request form. This is something the lender should have looked into prior to requesting I pay more. I requested an earlier close date and nobody from the team responded to me saying it could happen. The only indication I had that it was happening was because I received a todo to change my HOI effective date. There were times I had uploaded documents and later Kelsey would ask for them and then say she didn't see I had uploaded them. I am not sure if she is new, but it definitely seems like she could use some training and learn to communicate better with the person trying to get the loan.
Response from Veterans United
Hi Evelyn,
Thank you for taking the time to share your experience. I'm sorry to hear the loan process felt frustrating and that communication didn't meet your expectations. It sounds like there were several moments where you were left repeating yourself, catching errors, and searching for answers on your own. I understand how discouraging that would be, especially during such an important milestone.
I appreciate you sharing these specific examples. Feedback like yours helps us better understand where we need to improve, whether that's communication, document handling, or ensuring questions are fully addressed throughout the process. I'm sorry we didn't provide the level of service you expected.
I'd like the opportunity to learn more about what happened and review your experience with the team. 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 if you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
