This was, unfortunately, a very frustrating experience for a nearly $500,000 transaction.I initially connected with Jeremy months before purchasing and specifically reached back out once we unexpectedly went under contract. I was told my realtor would be reaching out, but over 30 days passed without Jeremy and my realtor ever connecting, and I only discovered that myself after proactively checking in with my agent. At that point, we were within days of potentially losing our financing contingency and risking a $10,000 earnest deposit. I ended up coordinating communication between the parties myself just to keep the transaction moving.Communication throughout the process was consistently poor. Questions were often answered with only a few words and little to no explanation, which forced me to independently verify numbers, timelines, and next steps throughout the transaction. Important information that should have been communicated proactively repeatedly had to be requested multiple times.In the final days before closing, we received multiple revised Closing Disclosures at once with changing numbers and no explanation regarding which version was final. We also had to repeatedly ask for basic closing information, including instructions for how funds needed to be delivered, despite closing being only days away.At closing, there were also issues with incorrectly dated and notarized documents that required last-minute correction in order for funding to proceed.The loan ultimately closed, but the overall process was disorganized, reactive, and far more stressful than it should have been. For a transaction of this size, I expected significantly stronger communication, coordination, and professionalism.
Response from Veterans United
Hey Matthew,
Thank you for taking the time to share such detailed feedback. I’m very sorry to hear how stressful and frustrating this experience felt, especially during such an important purchase. Clear, proactive communication should help create confidence throughout the process, and it’s understandable that repeated gaps in communication and uncertainty around next steps would leave you feeling unsupported.
I’m also sorry for the confusion surrounding the Closing Disclosures and final closing details. Receiving multiple revised documents without clear explanations, especially so close to closing, would understandably add unnecessary stress to an already significant transaction. I can also appreciate how concerning the last-minute document corrections at closing must have felt.
While I’m glad the loan ultimately closed successfully, I understand why the overall experience did not meet your expectations. Your feedback regarding communication, coordination, and responsiveness is important, and I’d appreciate the opportunity to learn more about your experience directly. If you’re open to speaking further, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages received after hours are typically returned the next business day.
Sincerely,
Claire S., Client Relations Manager
Purchasing a home has many variables out of your control. Veterans United made the financial piece very transparent. Their user interface made completing tasks easy to accomplish
100% professional n honest.
Went smoothly, only small complaint was Veterans United phone tree. When we did get ahold of our loan team they were prompt and helpful.
What a fun journey to the finish line! Thank you Tony for all the help. I was full of questions and you always had an answer. It was a long journey but so worth the time spent. My family finally has a forever home!
Excellent Job... Totally appreciated everyone that assisted us.
We had an outstanding experience working with Randal at Veterans United Home Loans throughout our home buying process. From start to finish, he was professional, responsive, knowledgeable, and genuinely invested in helping our family secure the best possible loan for our move to North Carolina.As an active duty military family navigating a PCS and future retirement plans, there were a lot of moving parts involved. Randal consistently went above and beyond to explain every step clearly, answer all of our questions quickly, and advocate for us throughout the process. He worked hard to secure us an excellent interest rate and made sure we fully understood all of our options without ever feeling pressured.What stood out most was his communication and transparency. We always felt informed and confident in the decisions we were making, which made a stressful process significantly easier. It truly felt like he cared about helping our family, not just closing a loan.10/10 — we would absolutely recommend Randal to anyone looking for a trustworthy and hardworking loan officer, especially fellow military families using VA benefits.
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Evan and team where great. Had two other companies said they could not do it. Veterans United got it done. Thanks so much
Fantastic service!
Thank you to Ryan O! You’re the best! You were very helpful in the home loan process and we appreciate your help.
The app was easy to use and dummy proof. They kept me up to date and are very willing to work with you. The gift box was the cherry on top!
Everyone involved throughout this process was amazing
The team that was assigned to us was a fine group of professionals. Thank you all for making this a wonderful experience.
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Everyone on the team was fantastic. Extremely helpful, knowledgeable and timely with helping us purchase our first home.
Laura was amazing throughout the process and her supportive can do attitude was memorable. This process was nerve racking but working with this team eased all of our concerns and then some.
They were extremely helpful and knowledgeable! Helped me through the entire process.
Tony and his team were great and made the process very easy
Holly work with us to get our best options and kept us informed.
Thanks to the whole team especially Connor and Cameron. Home run.
