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
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Bob and his team were incredibly helpful, responsive, and knowledgeable. This was my first home purchase, so I was nervous, but they made the process so smooth.
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This is my third time using Veterans United. Shawn Workman and the whole team was great. I would definitely use Veteran’s United if I choose to refinance in the future.
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Everything went smooth, I was updated every step of the way. Couldn't be any better!
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Veterans United is totally the greatest loan process I have ever worked with. They are a professional team of experts and go the extra mile. They even worked on the weekends to help me finalize my loan process. I highly recommend them to everyone I know and meet.
Everyone we interacted with was very accommodating. Every aspect of the loan process, looking for potential properties and the closing was handled professionally. There was never a day/week that went by that someone would reach out to see if we needed help with something.
Veterans United is an great organization which goes beyond the call of duty to serve Veterans. This new home purchase is truly something I can call my own.
Jeremy and the rest of the crew were amazing. They really took the time to keep me informed every step of the way!
Holly was amazing to work with! She was very thorough and helpful during my first time home buying experience. I would highly recommend her and Veterans United to anyone I know who is planning on buying!
