Incredible team to work with!
Rachel and Stephanie were great! Attentive and helpful. This is my second time dealing with Rachel and she has been great both times..
Veterans United treated me with the utmost respect and to be honest. I would say the entire experience with the Veterans United team was the most incredible experience I have ever had buying anything in my life.
This current time in my life I have put God first over all things. I truly believe my time spent with the Veterans United team was being managed by God and with his over sight.
Everything went better than I could have ever imagined. The promptness, the attention to detail, the respect from the entire team and everyone’s professionalism is and was top notch way above a 10 rating.Thank you everyone you have made my dreams come true, and I would recommend Veterans United to every active duty person or retired Veteran.Thank you so much.Dean Barnett
Robert Keeley was also very good. He was very patient with all of the communications and all of the checklist processes. His was diligent in making sure all my information got to the underwriters and helped me understand exactly what they were asking of me. I am thankful for my whole team, to include Laura who stepped in and kept the process moving seamlessly when needed. I never felt like anyone dropped the ball or forgot about me. It truly was a person-centric experience and I look forward with working with the same team when it comes to buying my dream home.
My concerns are centered around the inefficient, non-transparent communication. I understand completely that things change and shift as one works through the home buying process. However, it started with getting my pre-approval wrong. Then moved into not verifying the correct zip code to measure my income vs the median income - notification that I needed to change the type of loan which would increase my Down-payment didnt come until after I paid for all inspections and appraisal. I then made the effort to call so I understood but even at that point the full impact of this switch was not disclosed. I found out a week or so before closing that the interest rate I was advised I would have, I was now going to have to pay for. I was never asked if I wanted to buy down the interest rate, it was assumed. In addition, based on my research switching loan types should have actually improved my interest rate. When bringing this up I was advised it was another team's fault that Jeff did not disclose it sooner. I have purchased and sold a home previously and this was terrible service.
My fiance is active duty and has already told everyone he knows to refrain from using Veterans United. I have also shared far and wide to stay away especially after I read reviews that depict my exact experience. Lessons on transparent communication and due diligence would greatly benefit your teams.
Response from Veterans United
Hi Angel,
I really appreciate you taking the time to outline your concerns so clearly. What you described, especially around communication and transparency, is not a small issue. I am truly sorry for the frustration and confusion this caused you.
I can understand how discouraging it must have been to start with an incorrect pre-approval, then learn about a zip code issue affecting income limits, and only later be notified about a loan type change after you had already paid for inspections and an appraisal. That kind of timing would feel overwhelming for anyone. Hearing that the full financial impact was not clearly explained, including the change to your interest rate and the assumption about buying it down, is especially concerning.
You should never feel like important decisions were made without your understanding or input. And being told it was another team’s fault does not make the experience any better. Clear, transparent communication is critical throughout the homebuying process, and I am sorry that was not your experience.
It also weighs heavily that your fiancé is active duty and that both of you have shared your experience within your community. We care deeply about the trust placed in us by service members and their families, and I hate that we let you down.
I would truly value the opportunity to review your loan file and better understand exactly what happened. If you are open to speaking further, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. Our team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and if you contact us outside those hours, we will typically follow up the next business day.
Thank you again for your candid feedback. It matters.
Sincerely,
Claire S., Client Relations Manager
Alex and Holly did an exceptional job on my Re-fi. They kept me updated on all aspects of my loan, and explained what needed to be explained. Kudos to an awesome team, and for doing and awesome job! Huahh!
We started our process for buying a house in November and VU promptly helped reached out to us to let us know we were pre-approved! That is where I first met Ken. First off Ken was nothing but phenomenal. That man was always answering my questions even on his days off. Ken was always available for anything I had questions about always prompt and giving the best information. 100% would recommend VU and Ken as everyone has been super helpful.
Leah Maloney and her team were fantastic, informative and available
Veterans United is unparalleled for home buying. I don't think other companies that say that are VA-backed can do what the people at VU can do. The process was well-detailed. The team I had went above and beyond to help me get my first home and become a homeowner.
Ready to see for yourself?
Experience first-hand why 359,836 homeowners give us a perfect score!
I was so happy that my process went very smooth and Holly was very good at what she does if you follow what she tell you ot will ho very smooth
We were in dire straights, our home had mold and I am disabled from Iraq. We turned to an internet search and we found Veteran's United. We went from a hotel to air bnb, but the team was there with us throughout the wait. Their kind words kept me sane, and my mind at ease. They never said we can't or anything negative to us. Sometimes I thought they were Superheroes. I will sing their praises, and HIGHLY RECOMMEND them to all my Veteran friends, and once again for me and my wife Katrina, and daughter Peyton thanks for our GREAT home and new lease on life. SSG(R) Rico Rawls
Wel I have a son that want to buy
I was a little disppointed my messages weren't returned in a more timely manner.
Easy process and well communicated
The entire team was phenomenal. Jonathan explained all the financials thoroughly and was very personable, Ofelia was super diligent in getting us through the underwriting process, keeping me informed at every step, and I knew Sierra had our backs with all kinds of offers and discounts for all our moving needs. I couldn’t be happier with my home buying journey with my Veterans United team.
