The mortgage process through Veterans United was nearly flawless, which I can't say about any other mortgage company or bank. The staff kept me informed along the way and far exceeded my expectations. The only suggestion I have would be for underwriters to put a why with their questions when more information is needed or they want the home buyer to write explanations about issues that don't seem to affect the loan. I complied with everything that was asked of me, though there were some things that I still have no idea why I needed to tender an explanation, and a couple of things that were required that I felt were unnecessary. However, it didn't delay loan approval or closing and the questions weren't worth arguing about.
Response from Veterans United
Tabatha, based on your rating, it appears we might have room to improve. We do not want to make assumptions; therefore, we invite you to connect with a member of our Client Advocate team. They are available to gather more detailed information so that we may look to use this opportunity to prevent a similar experience down the road. Please reach out to us so that we can work to improve for you and our future clients.
Great experience overall with the exception of the clerical error and Bart Townsends poor customer service. He created a great deal of stress in our lives due to his short-sided attention to detail. Early on in the process we requested a complete list of to do items due to my overseas travel schedule . He continued to send them sporadically and required immediate responses (same day most times) when it was impossible to do so. Remember that an email sent is not an email read due to many factors, including WiFi availability and connectivity.
The entire VU team made my home-buying experience an absolute pleasure. They provided me with much needed support, were more than willing to answer my questions, and made me feel like a valued customer. I would recommend VU to any veteran wanting to purchase a home and have the support of a competent and willing team by their side. Thank you for everything.
What a great team I had . They was a great teamwork helping me find best house for me
This was the worst experience possible as it pertains to support for the applicant during an already stressful process. The communication with the lending officer was non-existent. The representative for the builder made it known from the second that we stepped into her office to look at homes, that there will be incentives that would not only cover ALL of the closing cost, but also enough to buy down the interest rate. This was communicated to the VU lending officer by the builder rep, and it was completely ignored. The builder rep asked again for at least the closing cost amount so they can cover it and the lending officer gave her an amount that was half of the closing cost. This caused us to have to spend $5000 of our own money and assume the interest rate as-is, when there was free money being offered by the builder.The builder rep asked again about buying down the interest rate and the loan officer answered by stating that he knew about a negative point on my wife's credit report. The builder rep has nothing to do with the loan process, except to offer incentives, and telling her anything about our finances was unprofessional and disrespectful.When our real estate agent reached out to them regarding these issues, she requested to speak to management, and was given bad information. She was put into contact with an individual who falsely claimed to be the CEO and who eventually just hung up on our real estate agent.We are appreciative and happy that we were able to closed because my wife is in love with this house, but VU made this process painfully stressful.
Response from Veterans United
Hi Francis, we appreciate your feedback on this matter. It is important for us to understand your point of view and promote mutual understanding. Thank you for providing direct feedback and giving us an opportunity to speak with you further to review the events leading up to your closing. Discussing the details around your final closing figures and preparing you for settlement is part of our commitment to excellent service. While we were thrilled that you earned money back at closing as well as applying the credits in question, the communication of such missed the mark. It is our goal to be there for you every step of the way to explain and demonstrate all changes. We appreciate your calling attention to this aspect and will always be available if you wish to discuss in greater detail.
Overall great experience and service. It was a long and painful process but Jordan and his team was very helpful through the entire process.
My whole team was amazing including Ms Murphy the realtor that Beth recommended. The whole pro essay was smooth and very easy. Would recommend everyone on this team!
Great experience
I'm so grateful for this team in making my home-buying experience this effortless. What started as just a curiosity to what I qualified for, ended in buying a beautiful starter home in just a few months. We can't thank you enough for everything you do for military families. Amazing work!
I strongly recommend Veterans United to any Veteran that is looking for a VA home loan. They were thorough attentive and a pleasure to work with.
They made the process super easy and I felt confident because of them purchasing the home!
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It is complicated to go through this process these days. This team made it so easy, communicated extremely well and were kind when I had changes. This is my go to from here on out.
The team was wonderful and easy to work with. Whenever they needed something or did something they were very clear and concise with the way they presented it to me. I would have been completely overwhelmed if it wasn't for them. I truly want to thank them for all the hard work they did to help us buy our very first home
The refinance process was so simple! Jamie took care of everything! He answered the few concerns that I had within minutes! He helped originally when I bought my home and I was very happy to see that he was the one that would be helping me with refinancing because it was as seamless as the homecoming process was.
